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Annual Report # # # # # # # ANNUAL REPORT consum take ers pre c e dence #CONSUMERSTAKEPRECEDENCE Vision The catalyst for the development of a conducive consumer environment in the communications and multimedia industry Mission To be the communications and multimedia advocator of consumer rights as well as a platform for mutual exchange of information for the benefit of both consumers and the Malaysian communications and multimedia industry as a whole Strategic Focus To FACILITATE and to promote self-advocacy among consumers through the dissemination of knowledge and information To STRENGTHEN the positive bond between consumers and service providers (consumers always come first!) To ESTABLISH a conducive environment in promoting a high level of consumer confidence in the service delivery of Malaysian communications and multimedia providers To NURTURE the culture of mutual respect amongst consumers and service providers in generating guidelines and code of ethics through mutual understanding/ agreement BELOW ARE THE KEY FUNCTIONS About CFM OF CFM: * Adapted from eleven (11) Objectives and CFM WAS ESTABLISHED IN FEBRUARY Purposes as per Article 4 of CFM’s Constitution 2001 as a society with representation from all relevant parties, including the “supply CODES DRAFTING and demand” sides of the communications To draft, develop and prepare Codes that and multimedia industry. It was designated protect the rights of consumers pursuant to by MCMC as the Communications and the provisions of the Communications and Multimedia Consumer Forum in 2002 to Multimedia Act 1998. protect the rights of consumers of that sector. This is in line with the CONSUMER EDUCATION Communications and Multimedia Act 1998 To provide the platform for the dissemination (CMA) which facilitates industry self- of information and education regarding regulation. consumer rights, regulations and technologies to consumers. As a designated forum, CFM is tasked with, among others, the preparation of consumer COMPLIANCE AND MONITORING Codes that would be used as a base To monitor delivery quality of communications guideline for the provisioning of services by and multimedia services for the sake of the communications and multimedia service consumer interests and to ensure full providers. The General Consumer Code (GCC) compliance with the Codes. was accepted by MCMC as an industry Code in 2002 along with the Internet Access Code. LEGAL CFM reviews and updates the GCC every 3 To recommend inexpensive and practical years. Please visit our website to download; alternative dispute resolution procedures or write to us at [email protected] for a copy. including procedures for compensation and/or any other mode of action to consumers in case CORPORATE INFORMATION of a breach of a Code. AUDITOR COMPLAINTS HANDLING Shanker and Co Chartered Accountants To provide channels and procedures in (AF1881) resolving complaints, disputes and grievances Level 2, Wisma Eagles Community Centre, 11, in relation to consumer matters. Jalan TP 6, Taman Perindustrian UEP 47620 Subang Jaya, Selangor. INDUSTRY IMPROVEMENT Tel: 03-5887 0115 To promote and encourage high standards of REGISTRAR service, conduct and performance throughout Pendaftaran Pertubuhan Malaysia the communications and multimedia industry. Registered on 13 February 2001 Registration No: PPM-011-14-13022001 OFFICE Communications and Multimedia Consumer Forum of Malaysia (CFM) MCMC Centre of Excellence, Jalan Impact, Off Persiaran Multimedia, 63000 Cyberjaya, Selangor Darul Ehsan. BANKERS CIMB Bank Berhad Table of Contents INTRODUCTION 5 2019 List of Members 8 Chairperson Message 2019 9 CFM Organizational Chart 10 COMPLAINTS & COMPLIANCE MANAGEMENT BUREAU 12 Achievements 17 Analysis of Complaints in 2019 21 Complaints by Service Provider 23 CCMD Activities 2019 25 COMMUNICATIONS & PUBLIC RELATIONS BUREAU 28 Awareness Activities 38 Media Relations 65 Publication 66 Online Presence 77 POLICY & STAKEHOLDER AFFAIRS BUREAU 81 Membership Report 84 PSAD Activities 87 EXECUTIVE DIRECTOR'S OFFICE 88 Executive Director’s Office Overview 90 Executive Director’s Office Activities 92 CFM Secretariat Chart 2019 INTRODUCTION 2019 List of Members DEMAND SIDE NAME ACRONYM National Council of Women’s Organisations Malaysia NCWO Consumer’s Association of Miri CAM Persatuan Pengguna Negeri Sembilan NESCA Persatuan Ekonomi Pengguna & Keluarga Malaysia MACFEA Malaysia Mobile Techonology Association MMTA Persatuan Kebajikan Pengguna Johor JCWA Persatuan Pengguna Daerah Kuala Terengganu PPDKT Persatuan Pengguna Kedah CAKE Pertubuhan Pembimbing Kewangan Pengguna & Keluarga Malaysia KPM Persatuan Pelindung Pengguna Kelantan PELINDUNG Universiti Kebangsaan Malaysia UKM Malaysian Consumer Association MACONAS Persatuan Pelindung Pengguna Pulau Pinang PCPA Universiti Sains Islam Malaysia USIM Persatuan Kebajikan Pengguna Melaka PKPM Persatuan Pengguna Komunikasi Dan Media Malaysia PEKOMA Persatuan Komuniti IKS Terengganu Diperantauan KOSMET Persatuan Komuniti Terengganu Diperantauan KITER Advertising Standards Advisory Malaysia Sdn Bhd ASA Persatuan Hal Ehwal dan Pelindung Pengguna Sabah CAPS Persatuan Suara Konsumer Sarawak COVAS Persatuan Barisan Pengguna Sabah CFOS Universiti Telekom Sdn Bhd MMU Persatuan Perancang Kewangan Bijak Malaysia PPKBM Brickfields Asia College BAC UiTM Institute of Business Excellence IBE Universiti Putra Malaysia UPM Universiti Kuala Lumpur UNIKL Persatuan Animasi Malaysia ANIMAS Universiti Teknologi Malaysia UTM * New member CFM ANNUAL 5 REPORT 2019 INTRODUCTION SUPPLY SIDE NAME ACRONYM Sistem Televisyen (M) Bhd TV3 Maxis Broadband Sdn Bhd MAXIS TT dotCom Sdn Bhd TIME Astro Radio Sdn Bhd ASTRO RADIO Digi Telecommunications Sdn Bhd DIGI Telekom Malaysia Berhad TM MEASAT Broadcast Network Systems Sdn Bhd ASTRO Celcom Axiata Berhad CELCOM Webe Digital Sdn Bhd WEBE U Mobile Sdn Bhd U MOBILE Tune Talk Sdn Bhd TUNE TALK YTL Communications Sdn Bhd YTL Altel Communications Sdn Bhd ALTEL Red One Network Sdn Bhd RED ONE XOX Com Sdn Bhd XOX Merchantrade Asia Sdn Bhd MERCHANTRADE M-Mode Mobile Sdn Bhd M-MODE Pavo Communications Sdn Bhd MCALLS Tone Plus Sdn Bhd TONE PLUS Tone Excel International Sdn Bhd TONE EXCEL ASSOCIATES NAME ACRONYM Messrs. Raja, Darryl & Loh RDL Dr. Abdul Manaf Bohari N/A En. Kugan A/L Kathegesen N/A Pn. Nor Aishah Muyop N/A Dr. Gayah Ghulam Haidar N/A En. Mohd Zamri Mohd Diah N/A Ts. Dr Syed Agil Shekh Alsagoff N/A En. Saw Teck Chew N/A * New member CFM ANNUAL 6 REPORT 2019 INTRODUCTION 2019 BOARD OF COUNCILORS POSITION ORGANIZATION CHAIR Telekom Malaysia Berhad (TM) Permanent : Datin Mohana Mohariff Alternate : Cik Roslinda Mohd Yusoff DEPUTY CHAIR Persatuan Pengguna Kedah (CAKE) Permanent : En. Mohamad Yusrizal Dato’ Yusoff Alternate : En. Mohd Rizal Ab. Wahab SECRETARY MEASAT Broadcast Network Systems Sdn Bhd (ASTRO) Permanent : Pn. Azlinda Zainal Abidin Alternate : En. Mohd Wahyuddin Mahmood TREASURER Pertubuhan Pembimbing Kewangan Pengguna & Keluarga Malaysia (KPM) Permanent : En. Abdul Rahman Samad Alternate : N/A COUNCIL MEMBER Persatuan Pengguna Komunikasi Dan Media Malaysia (PEKOMA) Permanent : En. Muhamad Razillah Abdullah Alternate : En. Mohd Zulfadli Ahmad Athilah COUNCIL MEMBER Persatuan Ekonomi Pengguna & Keluarga Malaysia (MACFEA) Permanent : Dr. Elistina Abu Bakar Alternate : Dr. Shamsul Azahari Zainal Badari COUNCIL MEMBER Persatuan Kebajikan Pengguna Melaka (PKPM) Permanent : En. Zolkiflee Md Salleh Alternate : En. Mohd Hussin Ahmad COUNCIL MEMBER Consumer’s Association of Miri (CAM) Permanent : En. George Bennett Francis Alternate : N/A COUNCIL MEMBER Malaysia Mobile Technology Association (MMTA) Permanent : Cik Yap Yoke Har Alternate : Cik Wendy Ling COUNCIL MEMBER Celcom Axiata Berhad (CELCOM) Permanent : Cik Aini Hajar Alias Alternate : Pn. Halina Khalil COUNCIL MEMBER YTL Communications Sdn Bhd (YTL) Permanent : En. Amarjit Singh Karthar Singh Alternate : Cik Jiwantti Gunaseelan COUNCIL MEMBER Sistem Televisyen (M) Berhad (TV3) Permanent : Datin Nor Hanizar Shafie Alternate : Pn. Zuraidah Mohd Yatim COUNCIL MEMBER Altel Communications Sdn Bhd (ALTEL) Permanent : Pn. Eleena Marlini Halim Alternate : En. Nafis Adha Mokhtar CFM ANNUAL 7 REPORT 2019 INTRODUCTION Chairperson CFM continue to enhance our On behalf of the Board of membership drive, realizing Councilors, I would like to Message the importance of having thank the entire team at CFM proactive members that and our valued stakeholders 2019 can facilitate in delivering for their continued support its messages, especially in and encouragement. We On behalf of the Board gathering the response and thank you for having your feedback for the revision continued faith in our of Councilors, I am of GCC that is scheduled strength and capabilities pleased to present to to be completed next year. and our Secretariat for their you our Annual Report We successfully recruited tireless efforts towards for the financial year 6 Demand Side members achieving our goals. ended 31 December 2 Subject Matter Experts with diverse knowledge and All in all, CFM’s 2019 2019. experience to better position achievements have seen a CFM as a consumer forum. notable improvement from With a mission to be 2018, and we expect to see the communications & I am proud of what we further progress made in multimedia advocator of accomplished together 2020. We are on an exciting consumerism and a platform during 2019 as we continue journey towards becoming for mutual exchange of to engage the public by a point of reference for information for the benefit of facilitating the handling of consumer
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