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MY MOBILE RIGHTS: MALAYSIA’S FIRST ONE-STOP TELCO CONSUMERS’ COMPLAINT SUBMISSION MOBILE APPLICATION IN MALAYSIA

28 Apr 2016, by Bernama

My Mobile Rights : Platform To Make Communication And Multimedia Complaint


Communications And Multimedia Deputy Minister Datuk Jailani Johari (second, left) putting the 'Aduan' playcard as a symbolic to launch the My Mobile Rights Malaysia's First One-Stop Telco Consumer Complaints Submission Mobile Applications during the launching ceremony held at shopping Mall today.

KUALA LUMPUR, April 28 (Bernama) -- The Communications and Multimedia Consumer Forum of Malaysia (CFM) today unveiled its first mobile application to facilitate consumer engagement and promote self-education with regard to consumer complaints.

MY Mobile Rights (MMR), is an initiative under the Consumer Empowerment Plan 2014-2016 by the Malaysian Communications and Multimedia Commission (MCMC), with the objective of empowering consumers via a developmental approach.

Communications and Multimedia Deputy Minister Datuk Jailani Johari, during the launch of the mobile application today, said the initiative (MMR) was planned to recommend immediate self-regulatory measures.

"It is based on the Standard Operating Procedures to manage critical consumer issues and challenges in the communications and multimedia industry," he said.

As of March this year, CFM received a total of 1,634 complaints on various issues affecting consumers, with billing and charging - 591 complaints - topping the complaint category.

CFM chairman, Megat Ishak Ma'munor Rashid said the app acts as a platform for consumers to lodge a complaint on communications and multimedia services, directly from their smartphones.

"MMR helps to facilitate the complaints process by design, as it provides a better consumer experience as well as increased mobile literacy among consumers in Malaysia," he said.

Megat Ishak added the convenience of the app makes it a must-download app, because it offers consumers in this country a one-stop complaint submission platform, regardless of their communications and multimedia service provider.

According to him, with the Complaint Submission feature in the app, complaints will be forwarded directly to the respective service providers' customer service for their further action.

"Consumers will also receive a notification email and a copy of their complaint statement once they have completed the complaint submission process through the app. Your (consumer) complaint should be processed within three working days," he said.

CFM was established by MCMC in 2001 as a platform for the communications and multimedia industry as well as the public, or consumers, to make coherent and constructive contributions to service improvements and policy development.

The new app is currently available for consumers to download from Google Play Store and the Apple iTunes App Store.

-- BERNAMA

 
 
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