The objectives and functions of CFM are as follows:
- To promote the national policy objectives as stated in the Communications and Multimedia Act 1998 (CMA).
- To draft, develop and prepare Codes that protect the rights of the Consumer pursuant to the provisions of the CMA and from time to time to amend, develop, modify, review and update the Codes.
- To engage in and undertake research on matters within the jurisdiction of the forum; to collect, prepare and distribute statistics as may be considered desirable or beneficial to all or any of the forum’s objectives and purposes.
- To provide an avenue and channel for lodging complaints, disputes and grievances.
- To recommend inexpensive and practical alternative dispute resolution procedures.
- To recommend procedures for compensation and / or any other mode of action to the Customer in case of a breach of a Code.
- To invite, collect and collate public opinion and views on consumer matters; to promote and create public and industry awareness of the Codes and the requirement for licensees and CFM members to comply to them; and to provide avenues for dissemination of information to the public as well as education regarding consumer rights, regulations and technologies for the Consumer.
- To administer sanctions on breaches of the Codes by CFM members.
- To monitor service delivery of the communications and multimedia industry concerning consumer interests to ensure compliance with the Codes.
- To enhance Consumer confidence through the promotion and encouragement of high standards of service, conduct and performance throughout the communications and multimedia industry.
- To regularly update the Malaysian Communications & Multimedia Commission (MCMC) on the progress of the CFM.
