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Telekom Malaysia (TM) continues to serve customers during MCO

With the announcement of Movement Control Order (MCO) by YAB Prime Minister recently, Telekom Malaysia Berhad (TM) wishes to assure its customers that they will continue to be served during this period. For continuous customer service and experience, TM will be proceeding with all new service installations at customers’ premises as usual.

Similarly, for service restoration activities, TM technical teams will attend to customers’ issues including inside their premises. This applies to all zones, except in Enhanced MCO (EMCO) zones and those designated under Home Surveillance Order (HSO) where only critical requirements will be attended to.

Before performing any work at customers’ premises, TM personnel will take the necessary precautionary measures which include to:

  • undergo temperature checks at the start of their shift
  • declare their health status before entering the premise
  • wear the necessary Personal Protection Equipment (PPE) where a face mask is mandatory
  • wash / sanitise hands before and after performing works
  • observe physical distancing by maintaining a distance of one (1) metre with the customer and no hand shake
  • practice good personal hygiene

In addition, customers will be requested to fill up a Post Work Customer Declaration form to confirm adherence to the Standard Operating Procedures (SOP) by TM installers or the technical team who attended to their service requests.

At the same time, the operation hours of its customer touchpoints which include TMpoint outlets nationwide and TM Contact Centres will be maintained while adhering to the SOPs, as well as TM’s added safety guidelines. However, customer interactions at TMpoint outlets will be limited with priority for essential transactions only i.e. new service applications, payments, complaints and enquiries, and collection of SIM card.

Imri Mokhtar, Group Chief Executive Officer, TM said: “Malaysians are already accustomed with the new normal of staying at home and working from home. This is why, as the provider of national essential service, we are giving our assurance that our operations will continue as usual so that everyone can stay home, stay connected, stay entertained, stay informed and stay served during the MCO, and indeed beyond. Rest assured, all our activities will be carried out adhering to the SOPs outlined by the Government. TM has taken and will continue to take all necessary measures to ensure the health and safety of our customers and employees. Meanwhile, if our customers require any service related support, we encourage them to utilise our multiple digital channels and our agents are ever ready to assist.”

For more information, query, customer service, subscription and any support related needs, please visit the unifi website.

Customers can also reach out to TM via our digital channels as follows:

  • myunifi app (available for Android and iOS)
  • unifi portal
  • unifi online community forum
  • Live Chat
  • Email – [email protected]
  • Facebook
  • Twitter

At the company level, since the outbreak of COVID-19, TM has implemented a number of preventive measures across its operations as part of its safety protocols to help curb the pandemic and ensure the wellbeing of its employees as well as its stakeholders.

With the MCO announcement, TM will continue with Special Working Arrangements for its workforce nationwide until such time as further guided by the Government. TM employees with critical functions are given the options of flexible working hours or split working teams. Meanwhile, employees of non-critical functions will be working from home utilising digital channels and online productivity tools available.

“We will continually monitor for developments on the ongoing situation and adapt our services to help customers, whenever needed. This is to ensure the safety of our stakeholders within the guidelines from the Government, as we remain committed to deliver smooth continuity of our services to Malaysians nationwide. Together we pray that all Malaysians stay safe and stay strong while we weather through this unprecedented period. Let’s continue our #kitajagakita spirit and may we return stronger,” added Imri.

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