What is CoP?
CFM Complaint Portal (CoP) is an online unresolved complaint management system with the objective to help users to lodge unresolved complaints regarding their communications & multimedia services. CoP was developed according to part 3 of CFM’s General Consumer Code of Practice or GCC, which covers complaint management. According to GCC, all service providers are required to acknowledge receipt of a complaint within 3 working days, respond within 7 working days with a solution or explanation of what needs to be done and the timeline for the complaint to be solved. They are also obligated to ensure that at least 90% of complaints are resolved within 15 business days and at least 95% of complaints are resolved within 30 business days. CoP provides you with a fast and convenient way to lodge unresolved complaints on your communications & multimedia services since its available 24 hours a day, 7 days a week.
Lodging Unresolved Complaints
As a guide, you are advised to lodge complaints to your service provider first, then escalate to CFM if you are still unsatisfied with the result. Below are the types of services and complaint that you can lodge to CFM via CoP
Type of Services
| Telephone |
fixed line, mobile phone, payphone & calling cards |
| Internet |
dial up, broadband and wireless |
| Broadcast |
television, radio and satellite tv |
Complaint Type
| Billing |
credits, refunds, adjustments & delayed or no bill |
| Service |
blind spots, dropped calls, service interruption & poor service quality |
| Privacy |
unauthorized use of your personal information |
| Other issues |
availability of the service, service plan rates & early termination charges, speed quality, disputes on terms & conditions and unauthorrized use of your services. |
