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L-M: Megat Ishak Ma’munor Rashid, Chairman of CFM; Dato’ Jailani Johari, Deputy Minister of Communications and Multimedia
The Consumer Forum of Malaysia (CFM), which was designed by MCMC as a self-regulating body to attend to customer complaints within the multimedia and communications sector, is now taking its services a step further with the introduction of the My Mobile Rights (MMR) app. The app provides a convenient way for consumers to leave feedback as well as get to get tips and info on Malaysian telecommunications providers, and is available now on Android and iOS. The app leverages on CFM’s existing Consumer Info portal, and aims to complement and strengthen its outreach.
Touted as a must-have app for Malaysian consumers, MMR works as a one-stop centre for the submission of complaints, regardless of which communications and multimedia services providers they’ve subscribed to. Customers will receive a reference number and email notification upon a successful submission, and it will be accompanied by a copy of their complaint statement. Those referral numbers can be used for follow-ups with the respective service providers. The submissions themselves will be directly forwarded to the Customer Service department of the respective service provider, and it will be processed within 3 working days.
Image may be NSFW.Clik here to view.
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Apart from the Complaints Submission feature, the app also has Plan Recommender. It seems a little out of place here, when one considers that CFM is a regulatory body that should probably maintain impartiality, but it’s even more surprising to find the 3 categories that are within it, namely Top 5 Prepaid Deals, Top 5 Postpaid Deals, and Top 5 Broadband Deals. It appears that these recommendations take into account monthly commitments, call/SMS rates, and rate per 1 GB of data on mobile services, as well as data volume and connection speeds for broadband services. Unfortunately, some of the data presented within the recommendations appear to be missing and/or outdated, and it would prove to be a better idea to check with the service providers themselves. For what it’s worth, these data do give consumers an idea of what to expect from the current crop of service providers but still, it doesn’t feel right that CFM is calling them ‘Top 5 Deals’.
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Service Provider Location and Tips & Guide round off the features portion of the app, but just like the Plan Recommender, these are not up-to-date (some service providers were missing from the list) but they do provide a reference point that consumers might find useful. After all, one of CFM’s objective in developing this app was to promote self-education to consumers.
Aside from the app, CFM also shared some numbers with regards to complaints that it had received as of March 2016. Consumers have submitted a total of 1,634 complaints that covered a range of issues. The list is topped by Billing and Charging related issues, followed closely by Poor Service. The table below refers to the top 5 complaints received, which make up about 88% out of the total.
| Top 5 complaints received by CFM | |
| Categories | Complaints received |
| Billing and Charging | 591 |
| Poor Service | 559 |
| Poor Coverage | 126 |
| SMS | 116 |
| Misleading Promotion | 51 |
| Total from these categories | 1443 |
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