Consumers' Interest Always A Priority For MCMC

Consumers’ interest will always be a top priority for the Malaysian Communications and Multimedia Commission (MCMC) in an effort to provide a robust telecommunications services to the country. In February 2019, several significant initiatives were supported and implemented by MCMC which includes:

Launch of Terragraph Pilot Project
The launch of YTL Communications and Facebook’s Terragraph market pilot in Georgetown, Penang, recently is seen as a step forward in improving the country’s digital infrastructure, hence allowing wider broadband access for the people.

The six-month long market pilot would include the provision of public Wi-Fi and Fixed Wireless Access that could potentially solve the challenges faced in urban areas such as rising bandwidth per square kilometer, costly fiber optic, legacy copper infrastructure and limited spectrum at lower frequencies.

The pilot project is in line with the National Fiberisation and Connectivity Plan (NFCP) that aims to solve connectivity issues in urban areas where demand for high-speed broadband is high but access is lacking. Malaysia is the second country in the world after Hungary to implement Facebook’s Terragraph pilot.

Compounds to Service Providers on Various Offences
From January until February 2019, MCMC issued 63 compounds amounting to RM2.32 million to various service providers for various compounds including failure to comply with Mandatory Standard of Quality of Service (MSQoS) in network and customer services, fake registration, removal of competitors’ promotional material, failure to deal reasonably with consumers and adequately address consumer complaints pursuant to MSQoS and other provisions in the Communications and Multimedia Act (CMA) 1998.

As the regulator of the industry, MCMC places utmost emphasis on superior customer service and does not compromise with service providers who fail to maintain standards pursuant to CMA 1998, MSQoS and the General Consumer Code (GCC).

Initiatives to Ensure Continuous Quality of Service amongst Service Providers
In addition, in an effort to guarantee continuous quality of service amongst the service providers as well as in the postal and courier sector, MCMC plans to implement several other initiatives in the near term that include:

  • Provide regular updates on the MCMC website pertaining to the service provider’s performance based on several criteria namely Complaints Response Time, Notices on Non-Compliance, and MSQoS findings.
  • Organise Industry Star Rating Award that aims to create a culture of compliance and provide incentives to improve performance among the service providers. Under the Industry Star Rating Award, assessment of service providers’ performance will be based on the following parameters such as consumer satisfaction, quality of service, network investment and compliance to the CMA 1998

Regional Regulators Forum (RRF) and Telecommunications and Media Forum (TMF) 2019
The Commission recently hosted the RRF and TMF Forum 2019 in Kuala Lumpur from 12 to 14 February. The forums attracted 150 ICT regulators, policy-makers, and industry experts from 18 countries such as Brunei, Cambodia, Laos, Singapore, Vietnam, Hong Kong, India, Ireland, Jamaica, New Zealand, Nigeria, Portugal, Taiwan, South Africa, United Kingdom, Germany, Philippines and Indonesia.

The forums deliberated on issues such as connectivity and accessibility as key enablers to digital growth, cybersecurity initiatives to empower the user and guarantee consumer protection, fair competition and 5G roadmap.

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