ANNUAL REPORT
# # # # # # # consumers take prec 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 enquiries@cfm.my 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 issues in this consumers and the industry complaints as well as through industry and I am pleased as a whole, our primary the sharing of relevant to say that I am also very focus for 2019 was to further knowledge as to ensure optimistic about the strengthen CFM through a better user experience opportunities ahead. continuous engagement of for all communications both the consumer and the and multimedia services industry. subscribers. DATIN MOHANA MOHARIFF Chairperson 2019 - 2021
CFM ANNUAL 8 REPORT 2019 INTRODUCTION
CFM Organizational Chart
MALAYSIAN COMMUNICATIONS AND BOARD OF MULTIMEDIA COMMISSION COUNCILORS
EXECUTIVE DIRECTOR
EXECUTIVE DIRECTOR’S OFFICE
Secretariat Administration Department
Complaints & Compliance Complaints & Compliance Management Bureau Management Department
Communications & Communications & Public Relations Public Relations Bureau Department
Policy & Stakeholder Affairs Code Drafting Bureau Department
Constitution GCC Review Review Working Working Committee Committee LEGEND
CFM Members
Membership Bureau CFM Secretariat
CFM ANNUAL 9 REPORT 2019 Complaints & Compliance Management Bureau CCM BUREAU
Complaints & Compliance Management Bureau
The Complaints and Compliance Management Bureau was formed as part of the key functions of CFM in line with the requirements of Communications and Multimedia Act 1998 (CMA). Its primary role is to provide an avenue and channel for complaints, disputes and grievances in relation to consumer matters, and to recommend resolutions for consideration in case of a breach of GCC. The secondary role is to ensure a high level of compliance and overall effectiveness of the GCC and to drive the industry towards self-regulation.
2017-2019 BUREAU MEMBER Persatuan Ekonomi Pengguna & Keluarga Malaysia (MACFEA) Pertubuhan Pembimbing The Malaysian Mobile Content Providers Association (MMCP) Kewangan Pengguna & Keluarga Malaysia (KPM) Advertising Standards Advisory Malaysia (ASA) Head of Bureau Digi Telecommunications Sdn Bhd Telekom Malaysia Berhad Celcom Axiata Berhad
2019-2021 BUREAU MEMBER Pertubuhan Pembimbing Kewangan Pengguna & Keluarga Persatuan Kebajikan Malaysia (KPM) Pengguna Melaka (PKPM) Malaysian Consumer and Family Economics Association (MACFEA) Head of Bureau I Malaysian Mobile Technology Association (MMTA) Dr. Gayah Gulam Haidar Advertising Standards Advisory Malaysia (ASA) Head of Bureau II Digi Telecommunications Sdn Bhd Telekom Malaysia Berhad Celcom Axiata Berhad
CFM ANNUAL 11 REPORT 2019 CCM BUREAU
Achievements
Issuance of Produced Standard Complaint Evaluation 5 Bureau Meetings 2 Checklist Caution Notice
Produced Organized 21 Engagements with 2 Comprehensive SP & MCMC on 3 Events report on specific Complaint Handling (KSS & Dialogues) consumer issue Management
CFM ANNUAL 12 REPORT 2019 CCM BUREAU
COMPLAINTS RECEIVED COMPLAINTS IN 2019 BY QUARTER RESOLUTION Secretariat of 97% Complaints & 95% Compliance 90% 90% Management Department 11,615 Total Complaints
QI | 1,841 16% Q2 | 2,782 24% Q3 | 3,287 28% Q4 | 3,705 32% MANAGER Salabiah Mohamad Madnash Valid complaints 11,615 – An increased of 83% 5% from 6,330 complaints in 2018 3%
General inquiries <15 BD(%) <30 BD(%) >30 BD(%) Decreased 48% from 15,732 in 2018 to 8,117 in 2019. GCC Benchmark Recorded by CFM
COMPLAINTS BY SERVICE TYPE
Cellular 66.6% Services 7,731 EXECUTIVES Jouhana Mansor High Speed 13.9% Mohd Safwan Sabree Broadband (HSBB) 1,613 Ungku Azilah Ungku Aziz Ahmad Anis Aznan Kamil Wireless 8.9% Asna Azurin Abd Samad Broadband 1,032
6.7% Pay TV 778
1.2% IPTV 139
1.1% Fixed Line 128
1.1% Wired Broadband 128 NON-EXECUTIVE Nazrien Nazli 0.4% IP Telephony 42
0.2% Free to Air TV 24
CFM ANNUAL 13 REPORT 2019 CCM BUREAU
COMPLAINTS CATEGORIZED BY SERVICE TYPE
Category
Type of Service Network & Charging Bill Service Delivery MNP ServiceSMS Unfair Practice Misrepresentation Serviceof & Terms Dispute Conditions Pricing Others Request Total Grand
Cellular Services 3,367 1,650 540 917 559 279 234 141 26 9 7 7,729
High Speed 913 282 284 26 33 50 40 1,628 Broadband (HSBB) Wireless 321 477 75 64 43 36 17 1,033 Broadband
Pay TV 87 306 281 41 38 15 10 2 780
IPTV 63 15 15 5 2 1 39 140
Fixed Line 98 16 12 1 1 128
Wired Broadband 58 28 14 3 7 4 14 128
Free to Air TV 11 14 25
IP Telephony 4 7 4 1 5 2 1 24
Grand Total 4,922 2,781 1,239 917 559 420 362 250 147 11 7 11,615
COMPLAINTS CATEGORY 2018 & 2019
Category 2018 2019 Difference (%) Bill and Charging 1,822 2,781 53%
Network 1,919 4,922 156%
Service Delivery 1,220 1,239 2%
Unfair Practice 244 420 72%
Misrepresentation of Service 190 362 91%
SMS Service 134 559 317%
Mobile Number Portability (MNP) 183 917 401%
Dispute on T&C 107 250 134%
Pricing 505 147 -7 1%
Others 6 11 83%
Request - IMEI - 7 -
Total 6,330 11,615
CFM ANNUAL 14 REPORT 2019 CCM BUREAU
TOP 5 COMPLAINTS CATEGORY AND SUBCATEGORY
Network Service Disruption/Downtime 1,376 Poor Coverage 4G/LTE 1,268 No Coverage 4G/LTE 608 Poor Coverage 3G 330 Internet Connection/Speed 312 Bill & Charging Billing Dispute 1,029 Unreasonable Charges 713 Rebate/Refund 466 Blacklisted 252 Poor Billing System 140 MNP Porting Delay/Reject 886 Technical Issue 24 Unauthorized Porting 7
Service Delivery Others 305 Poor Customer Service 226 Installation/Activation 214 Technical Failure 149
SMS Service Unsubscribed SMS ECP 175 Gambling 101 Scam 87 Unsubscribed SMS Telcos 74 Spam Peer to Peer (P2P) 67
CFM ANNUAL 15 REPORT 2019 CCM BUREAU
TYPE OF COMPLAINTS
CATEGORY SUBCATEGORY DEFINITION Service Disruption/ The service was temporarily interrupted or was fully out of service downtime due to equipment technical failure or technical problem. Poor Coverage 4G / The speed was unsatisfactory due to weak 4G/ LTE signal/ other LTE related technical problem.
Network No Coverage 4G /LTE No signal of 4G/ LTE service.
The speed was unsatisfactory due to weak 3G signal/ other related Poor Coverage 3G technical problem. Internet Connection/ Slow internet speed, unstable connection, or speed not as speed subscription package.
Dispute of charges or rates of call or SMS subscribed package i.e Billing Dispute overcharging, billing error, wrongly charged, double charges, incorrect amount. Unreasonable Complaint of exorbitant or excessive charges or high rates. Charges Request of rebate due to service downtime or unsatisfactory service Rebate/Refund Bill & Charging or delay in reimbursement of rebate or refund by the Service Provider. Complainant’s name being blacklisted due to outstanding charges. Blacklisted The complainant found out his/her name being blacklisted by other Telco Bill is not processed in timely manner. Payment made or credit bonus Poor Billing System not reflected due to technical or system problems.
Porting Delay / Reject Rejection of porting request or delay in the porting process. Mobile Network Portability (MNP) Technical issue Rejection of porting request due to system problems.
Unauthorized Porting Complainant did not perform or request for porting.
Others Issue other than those specified.
Dissatisfaction over poor customer handling interaction. Failure Poor Customer to respond to complainant queries and complaints with regards to Service products and services. Service Delivery Delay or unsuccessful installation or activation of service beyond the Installation/Activation promised service agreement.
Technical Failure Problem due to faulty system/ equipment/program.
Unsubscribed SMS Dispute on charges for unsubscribed services provided by External ECP Content Provider (ECP) (i.e. 3xxxxx)
Complaint on receiving SMS content from P2P /shortcode number Gambling provided with the link/URL for an online gambling website.
Complaint on receiving fraud/hoax message about contest cash SMS Service Scam prize-winning (SHELL, Power Root), to share TOP UP, RHB scam
Unsubscribed SMS Dispute on charges for unsubscribed services provided by offered by Telcos Telcos (i.e.2xxxx)
Spam Peer To Peer Unsolicited SMS from the unknown sender through personal numbers (p2p) sent for marketing products or services (i.e. 013xx/012xx etc).
CFM ANNUAL 16 REPORT 2019 CCM BUREAU
Analysis of Complaints in 2019
1.0 NETWORK
The highest numbers of complaints were about Network.
M The graph shows the number of complaints in Network category in year of 2019, 2018 and 2017. The highest complaints in Network category is poor coverage 4G/LTE & 3G subcategory from total of 503 in 2018, the number of complaints increased by 569% to 3,367 in 2019 only from cellular service. There are many factors affecting network coverage and signal quality such as topography, blockage, indoor coverage, base station location and device performance as well.
M The most common root causes of this issue are the server capacity of the provider and the peering network
1,247 1,919 4,922 availability. The high number of users connected at the 2017 2018 2019 same server at a certain time (peak hours) often leads to network congestion which causes degradation of network quality that will affect the quality of experience with video stalls, choppy VoIP communications, a poor web browsing experience, and frustrating online gaming performance.
M We observed some dissatisfaction with the quality of service because actual service experience does not meet customer expectations based on advertisement claims despite disclaimers on network availability being disclosed in their coverage map. Other issues would be due to no proper information on network upgrade plans being shared by the service provider to the complainants that would allow them to consider porting out to another network provider.
M High Speed Broadband (HSBB) contributes 913 complaints in 2019, a slightly decreased of 6% from 967 complaints in 2018. The biggest issue is internet disruption with 397 complaints in 2019 compared to 436 complaints about No Coverage for the HSBB subcategory in 2018.
Initiatives by CFM: M CFM via consumerinfo.my portal has published articles entitled ‘Tips for Consumers Facing Network Congestion’ and ‘Tips to Get a Good Quality Coverage – Cellular’ for information and knowledge to consumers.
CFM ANNUAL 17 REPORT 2019 CCM BUREAU
2.0 BILL & CHARGING
M Complaints on billing and charging saw an increase of 53% from to 1,822 complaints in 2018 to 2,781 complaints in 2019.
M There has been a steady increase in the subcategory Unreasonable Charges under the Billing and Charging category complaints over several years from 2017 (167 complaints), 2018 (286 complaints) and 2019 (713 complaints).
M Complaints recorded under Billing Dispute remained at
1,669 1,822 2,781 854 complaints for two(2) years in 2017 and 2018 before 2017 2018 2019 an increase of 20% at 1,029 complaints in 2019.
M There is a substantial increase in Rebate/refund related complaints to 446, posting an 89% increase compared to 246 complaints in 2018. Most of the complaints are related to delays due to the Service Provider’s internal processes. We observed that the industry standard timeline for a refund after an account termination is within 90 business days. Complaints were made by the complainant to CFM due to the service provider’s failure to deliver their promise as per stated in the Terms and Conditions. We have advised service providers to review their internal processes.
CFM ANNUAL 18 REPORT 2019 CCM BUREAU
3.0 MOBILE NUMBER PORTABILITY (MNP)
M The Mobile Number Portability (MNP) complaints fell slightly in 2018 compared to 2017 with a 6% decrease before going up by 401% in 2019.
M The sudden increase is contributed by complaints on rejection of porting request or delay in the porting process.
Porting Delay or Reject Factor Complainants were not aware of their account status before porting out to another telco such as prepaid validity has expired or post-paid account having outstanding bills or exceeded credit limit.
Complainant not replying or wrongly replying to the SMS Validation from their current telco (i.e Reply ‘N’ 194
183 917 instead of ‘Y’). 2017 2018 2019 Mismatch in data storing - different NRIC or Registered Name in the database. Some MNP error may just be as simple as having a 1 digit/alphabet difference which causes the request to be rejected.
Non-fulfilment of contract obligations to their current telco as well as having a supplementary number account.
Initiatives by CFM: Create awareness among consumers via our online platform. An article entitled ‘Checklist before You Decide to Port Out’ can be read at http://www. consumerinfo.my/checklist-decided-port/. Consumers can also read our feature article titled ‘Tips Untuk Melakukan Penukaran Penyedia Perkhidmatan (MNP) dan Untuk Mengelak Daripada Disenarai Hitam’.
CFM ANNUAL 19 REPORT 2019 CCM BUREAU
4.0 SERVICE DELIVERY
M Complaints in the Poor Customer Service subcategory increased by 12% from 257 complaints in 2017 to 225 complaints in 2018 and further recorded 226 complaints in 2019.
M The Installation and Activation subcategory saw fluctuations starting 2017 with 122 complaints, and then
817 1,220 1,239 recorded a rise to 263 complaints (2018) before falling 19% 2017 2018 2019 in 2019 to 214 complaints.
M Faulty customer device or customer premises equipment were among complaints received.
M This category maintained as the top five (5) complaints (by number) recorded since the Integrated Complaint Management System (ICMS) was implemented by MCMC.
5.0 SMS SERVICE
M SMS complaints were on Mobile Content Services such as gambling, unsubscribed or promotional SMS from the external content provider including telco, scam and peer to peer spam.
Initiatives by CFM: a) Program CFM Dialogue 2019 - ‘Stay Safe Online’. The CFM Dialogue is the second edition for 2019 with the theme “Consumer Protection in the Era of Spam, Scam and Fraud” that focused on educating
134 consumers in online safety in Malaysia. 193 559 2017 2018 2019 b) Articles in Consumerinfo portal: ‘WAYS TO STOP SMS SPAM ON iPhone & Android – HERE’S HOW...’ http://www.consumerinfo.my/ways-stop-sms-spam/
‘UNSOLICITED SMS’ http://www.consumerinfo.my/unsolicited-sms/
‘DO YOU KNOW? HOW TO STOP SMS ADVERTISING?’ http://www.consumerinfo.my/know-stop-sms- advertising/
CFM ANNUAL 20 REPORT 2019 CCM BUREAU
Complaints by Service Provider
2019 MOBILE CELLULAR 2018 2019 FIXED LINE 2018 3,139 UMOBILE 348 120 TM 224 1,014 WEBE 98 8 MAXIS 547 MAXIS 667 755 REDONE 92 PAY T V 351 YTL 2019 2018 468 TUNE TALK 72 778 ASTRO 243 436 XOX 38 379 CELCOM 663 IPTV 179 OTHERS 16 2019 2018 235 DIGI 487 139 ASTRO 105 REDTONE 59 FRIENDI 3 36 ALTEL 2 2019 FREE TO AIR TV 2018 28 TRON 6 24 MYTV 2
2019 BROADBAND 2018 2019 IP TELEPHONY 2018 96 UMOBILE 15 5 OTHERS 523 WEBE 132 30 NEPTUNE VOICE 4 689 TM 2,325 5 PINGGIR ARMADA 1 247 MAXIS 530 2 DEECOM 1 8 REDONE 345 YTL 136 588 TIME 90 SUBSCRIPTIONS IN 2019 (MILLION) 7 TUNE TALK 8 XOX 15 CELCOM 22 94 OTHERS 23 44.6 6.5 3 DIGI 28 12 REDTONE 3 Mobile Cellular Fixed Telephone 58 SYMPHONET 18 43 CONNECTME 9 ALLOTECH 9 SENTRALFON 15 8 PRIMA 2 7.1 43.4 6 FIBER AT HOME 15 5 WHOOPIE 9 Pay TV Broadband
CFM ANNUAL 21 REPORT 2019 CCM BUREAU
COMPLAINTS EVALUATION AND RESOLUTION PROCESS
STATUS DEFINITION
Complaint escalated to the respective service provider for New the next course of action.
Service Provider holds the complaints to obtain further On Hold information from the complainant.
Investigation The complaint is being investigated by the Service Provider.
Resolved The complaint is resolved by the Service Provider.
A dispute raised by the complainant due to dissatisfaction Reopened with the resolution given by the Service Provider.
The complaint will be closed within 5 business days subject Closed to no further dispute by the complainant.
The complaint is closed subject to further monitoring by Closed with Monitoring the MCMC.
Invalid complaint due to being beyond CFM’s jurisdiction, Rejected wrong escalation or duplicate record.
HOTLINE STATISTIC 1800-18-2222
15.13% 11.72% 13.24% 16.08% 13.43% 12.70% 4.97% 4.98% 2.30% 2.35% 1.82% 1.26% 6,457 5,003 5,648 6,860 5,732 5,421 2,121 2,126 983 1,002 778 539
42,670 CALLS
63% decline compared to 2018 (116,107 calls)
98% of calls are answered within 20 seconds
JAN FEB MAC APR MAY JUN JUL AUG SEP OCT NOV DEC
CFM ANNUAL 22 REPORT 2019 CCM BUREAU
CCMD Activities 2019
NO. DATE PROGRAM ORGANIZER PARTICIPATION
Meeting: Complaint Handling Management with 1 17 JANUARY MCMC CFM, MAXIS Maxis
BUREAU 2 22 JANUARY Meeting: Bureau No 6/2017-2019 CFM MEMBERS
CFM, SERVICE 3 23 JANUARY Meeting: Industry Performance Report MCMC PROVIDERS
Meeting: Complaint Handling Management with 4 19 FEBRUARY CFM CELCOM Celcom
Meeting: Complaint Handling Management with 5 21 FEBRUARY CFM TM TM
Meeting: Complaint Handling Management with 6 28 FEBRUARY CFM DIGI Digi
Meeting: Complaint Handling Management with 7 1 MARCH CFM MAXIS Maxis
Meeting: Membership and Complaints Handling 8 4 MARCH CFM UTM Management
9 5 MARCH Meeting: Complaint Handling with U Mobile CFM U MOBILE
Meeting: Complaint Handling Management (Jan & 10 14 MARCH CFM CELCOM Feb 2019 Complaints)
BUREAU 11 18 MARCH Meeting: Bureau No 7/2017-2019 CFM MEMBERS
Meeting: Complaint Handling Management with 12 25 MARCH CFM U MOBILE U Mobile
Meeting: Complaint Handling Management with 13 10 APRIL CFM ASTRO ASTRO
14 18 APRIL Meeting: Complaint Handling Management MCMC CFM
BUREAU 15 20 MAY Meeting: Bureau No 8/2017-2019 CFM MEMBERS
CFM, SERVICE 16 16 MAY Meeting: Q1 Industry Performance MCMC PROVIDERS
Meeting: Complaint Handling Management with 17 16 MAY CFM WEBE Webe
Meeting: Complaint Handling Management with 18 18 JUNE CFM U MOBILE U Mobile
CFM ANNUAL 23 REPORT 2019 CCM BUREAU
NO. DATE PROGRAM ORGANIZER PARTICIPATION
Meeting: Complaint Handling Management with 19 27 JUNE CFM U MOBILE U Mobile
CFM, SERVICE 20 28 JUNE Meeting: Industry Performance Report MCMC PROVIDERS
SERVICE PROVIDERS, CFM Dialogue 2019: Changing The Landscape Of 21 3 JULY CFM CFM MEMBERS, Malaysia's Broadband UNIVERSITY STUDENTS CFM, SERVICE Meeting: Defaulters Database Management 22 4 JULY KKMM PROVIDERS, Facility Service MCMC
BUREAU 23 17 JULY Meeting: Bureau No 9/2017-2019 CFM MEMBERS
CFM, SERVICE 24 19 JULY Meeting: P2P SMS Spam MCMC PROVIDERS
Meeting: Complaint Handling Management with 25 24 JULY CFM WEBE, MCMC Webe
Meeting: Complaint Handling Management with 26 19 AUGUST CFM U MOBILE U Mobile
Meeting: Complaint Handling Management with U MOBILE, 27 20 AUGUST CFM U Mobile and MCMC MCMC
BUREAU 28 20 SEPTEMBER Meeting: Bureau No 1/2019-2021 CFM MEMBERS
Meeting: Focus group on a preliminary study of the CFM, MCMC, 29 17 OCTOBER suitability of setting up Consumer Ombudsman KPDNHEP CONSUMER Scheme in Malaysia ASSOCIATION
CFM, SERVICE 30 14 NOVEMBER Meeting: E-Wallet Boost MCMC PROVIDERS
Meeting: Complaint Handling Management with CFM, 31 26 NOVEMBER MCMC Symphonet SYMPHONET
Meeting: Complaint Handling Management with 32 28 NOVEMBER MCMC CFM, OCESB OCESB
Meeting: Complaint Handling Management and 33 4 DECEMBER MCMC CFM Complex Cases
Meeting: Complaint Handling Management with 34 12 DECEMBER CFM U MOBILE U Mobile
UKM STUDENTS, 35 18 DECEMBER Event Dialogue 2019 at UKM, Bangi CFM CFM MEMBERS, PUBLIC PUBLIC, CFM MEMBERS, 36 19 DECEMBER Event Knowledge Sharing Session (KSS) CFM SERVICE PROVIDERS
CFM ANNUAL 24 REPORT 2019 Communications & Public Relations Bureau CPR BUREAU
Communications & Public Relations Bureau
The Communications and Public Relations Bureau continues its effort in 2019 to act as an advocate for the consumers and to increase awareness on their rights in the C&M industry. Having completed the 3-year Key Performance Index (KPIs) assigned by the MCMC from 2016-2018, the Bureau is proud to have been given the rating ‘outstanding’ by the MCMC in the official performance report for 2018 under its Key Result Area (KRA). Driven by this, the Bureau worked even harder to execute more activities that are expanded to a wider area across the country while being prudent with the spending.
Persatuan Pengguna Komunikasi dan Media BUREAU MEMBER Malaysia (PEKOMA) Persatuan Animasi Malaysia (ANIMAS) Head of Bureau I Advertising Standards Advisory Malaysia Sdn Bhd (ASA) Ts. Dr. Syed Agil Sistem Televisyen (M) Berhad (TV3) Shekh Alsagof Head of Bureau II YTL Communications Sdn Bhd
SECRETARIAT OF COMMUNICATIONS & PUBLIC RELATIONS DEPARTMENT
MANAGER NOOR SHAHDIELLA ABD MANAN
SOCIAL MEDIA EXECUTIVE EVENT EXECUTIVE LIZAWATI MAT ISA ADNAN JOHAR
PUBLICATIONS AND MEDIA RELATIONS EXECUTIVES ROHARRASHIDAH ABDUL HALIL NUR SHAZWANI ZAINUDIN
CFM ANNUAL 26 REPORT 2019 CPR BUREAU
These efforts can be seen from the increase in the total number of awareness events and the number of people we reached out to.
2018 2019 Number of Activities 14 19
Number of News coverage of CFM has also shown an Audiences increase especially on online portals. This shows that media outlets are aware of our 2,639 4,086 roles and functions and seek reference from us on consumer issues. CFM is also being quoted regularly in the media and saw an increase from 352 to 459 times, up 30% from 2018.
As for online activities, we are glad that our messages are being shared and retweeted by influential organizations such as Jabatan Penerangan, KKMM, IKIM FM and many 55% more that have a big number of followers. Due to this, we have also received a number increase in of engagements. Capitalizing on the number audience of followers on Facebook, we optimized the channel and allocated resources, where we collate responses and feedback through a series of online polls. The first poll we had was on myFreeview. We attracted more than A brand new awareness initiative named 2,000 votes within 7 days. This indicates that Animatch was the highlight of the year. It is beneficial information such as response and a competition to find creative talents in the feedback on consumer issues can be obtained field of animation. Launched in February in a cheaper and easier way. 2019, CFM Animatch shortlisted 10 finalists to be mentored for four consecutive weeks Moving forward, the Bureau is making the to complete their animation videos before plans to have a more structured way of the final selection. The messages of the delivering its messages. A structured key videos cover tips for data usage, fair usage message is important to penetrate the right policy, mobile number portability, pop-up ads, target audience. The right hashtags will home fibre broadband, prepaid validity, and attract more people to search for the network issues. The digital content created information or the initiative that we have are the same ones used by CFM as a tool to prepared for them. The Bureau is also educate consumers on common issues while exploring other methods in disseminating promoting self-regulation. CFM messages. Other than relying on traditional and physical communication, we are also looking at the possibility of conducting webinars or Facebook Live sessions as a new way of communications with our audience taking into consideration rapid changes of technology and the uncertainty of the current situation.
CFM ANNUAL 27 REPORT 2019 CPR BUREAU
Awareness Activities
13 MARCH 2019 14 MARCH 2019 CFM SHARING SESSION WITH CIDB CFM SHARING SESSION AT CMCF KEDAH STAFF SELF-REGULATION SEMINAR WITH ALOR SETAR, KEDAH KEDAH COMMUNITY ALOR SETAR, KEDAH CFM has imparted some useful information to consumers in Kedah through a Pocket Talk CFM was invited to be part of a knowledge- program in CIDB Kedah. The sharing session sharing session on “Consumer and Public was delivered by CFM Director, Ahmad Izham Rights” during the Self-Regulation Seminar: Khairuddin who spoke on CFM’s roles in Consumers’ Rights in the Digital World helping consumers, things to keep an eye on organized by the Communications and telephone bills, tips to avoid unreasonable Multimedia Content Forum of Malaysia roaming charges, and how to avoid being a (CMCF) at Sentosa Regency Hotel, Alor Setar, victim of scams. The session was held for two Kedah. The then CFM Chairman, Mohamad hours from 2.30 pm and attended by 33 CIDB Yusrizal Dato’ Yusoff shared CFM’s roles and staff. Participants who correctly answered telecommunication issues commonly faced an online quiz by CFM were given CFM by the consumers to 150 participants who merchandise. attended the seminar. In the one-hour sharing session, participants took part in the CFM online quiz to stand a chance of winning CFM merchandise.
CFM ANNUAL 28 REPORT 2019 CPR BUREAU
31 MARCH 2019 CFM ANIMATION VIDEO COMPETITION – CFM ANIMATCH 2019, AN INITIATIVE TO FOSTER BETTER AWARENESS AMONG CONSUMERS CYBERJAYA, SELANGOR
For the first time, CFM held an animation competition, “CFM ANIMATCH” which provided a platform for talented members of the public to create creative animation videos about issues frequently faced by consumers of communications and multimedia services.
CFM received 126 participations from university students and animation creators. Among them, 20 contestants were chosen to the semi-final and 10 finalists were selected The panel of judges who reviewed the to compete in the final round. submissions and coached the participants, consisted of Malaysia’s father of animation, CFM Animatch was conducted at multiple Hassan Abd Muthalib; Mike Ismail - Animation levels: Film Director, and Ayie Ibrahim - Creatvtoon Studio Animation Director. 1. Online registration of participants (4 - 15 February 2019) CFM Animatch champion received a cash 2. Submission of Storyboard/Animatic by the prize worth RM8,500 and a trophy, while the participants (24 February 2019) first and second runner-up winners took home 3. Announcement of the top 20 participants a cash prize worth RM5,000 and RM3,000 (27 February 2019) respectively. The awards were given by the 4. Storyboard/Animatic presentations by the Deputy Secretary General (Policy), Ministry 20 participants (9 & 10 March 2019) of Communications and Multimedia Malaysia, 5. Announcement of the top 10 finalists (11 Tuan Shakib Ahmad Shakir. March 2019) 6. Review session of 10 finalists with Mentor (17 & 24 March 2019) 7. Presentation of the final videos by the 10 finalists (30 March 2019) 8. Announcement of CFM Animatch winners (31 March 2019)
CFM ANNUAL 29 REPORT 2019 CPR BUREAU
5 APRIL 2019 CFM SHARING SESSION WITH SAITO UNIVERSITY COLLEGE STUDENTS PETALING JAYA, SELANGOR
Around 60 students attended a sharing session delivered by CFM Communications and Public Relations Department Manager, Noor Shahdiella Abd Manan. Among the topics addressed were the roles of CFM and the issue of scams. The students also participated in the CFM online quiz to test their understanding of the delivered topics. Students who managed to answer correctly and quickly were given CFM merchandise as the prize.
12 APRIL 2019 17 APRIL 2019 CFM SHARING SESSION WITH THE CFM SHARING SESSION WITH WOMEN COMMUNITY IN PULAI KRAFTANGAN TERENGGANU STAFF TAMPOI, JOHOR KUALA TERENGGANU, TERENGGANU
CFM was invited to deliver a talk on consumer CFM continued with its efforts in helping the rights in the communications and multimedia consumers by delivering a sharing session services and fake calls scam at the “Program with the Terengganu community. CFM Keselamatan Kejiranan Muafakat Wanita Director, Ahmad Izham Khairuddin shared Zon Pulai 2019.” CFM was represented by about the roles of CFM, Scams and Digital its Director, Ahmad Izham Khairuddin who marketing. The session was held for two talked to an audience of 150 women living in hours from 10.00 am. The attendees also the area. The program was organized by the participated in the CFM online quiz and 10 Kawasan Rukun Tetangga Pangsapuri Sri participants who managed to answer the quiz Murni 2 in cooperation with the Johor Bahru quickly and correctly won CFM merchandise. Perpaduan Office.
CFM ANNUAL 30 REPORT 2019 CPR BUREAU
18 APRIL 2019 27 APRIL 2019 CFM SHARING SESSION IN THE CMCF CFM JOINED THE RTM 73RD SELF-REGULATION SEMINAR WITH ANNIVERSARY CELEBRATION TERENGGANU COMMUNITY KUANTAN, PAHANG KUALA TERENGGANU, TERENGGANU CFM participated in a carnival organized by CFM was invited to share information related the Jabatan Penyiaran Pahang in conjunction to the rights and complaints of consumers on with RTM 73rd Anniversary celebrations the communications and multimedia services by opening an exhibition booth to advocate at the Self-Regulation Seminar hosted by the consumer rights in the communications and Communications and Multimedia Content multimedia industry. CFM also organized Forum of Malaysia (CMCF), at Paya Bunga casual activities to attract visitors & increase Hotel. their awareness on telecommunication issues regularly faced by the consumers. CFM Communications and Public Relations Department Manager, Noor Shahdiella Abd Through the carnival, CFM also shared some Manan has shared the industry’s information useful tips to overcome issues experienced to about 270 attendees. The sharing session by the consumers and ways to lodge their went for an hour before the audiences complaints to CFM. The carnival held at the participated in the online quiz to test their Kompleks Penyiaran Sultan Haji Ahmad level of understanding on the delivered Shah, Kuantan was conducted from 9.00 am topics and stand the chance to win CFM to 5.00 pm. merchandise.
CFM ANNUAL 31 REPORT 2019 CPR BUREAU
3 JULY 2019 CFM 2019 DIALOGUE SESSION - A PLATFORM FOR A CONSTRUCTIVE DISCUSSION ON THE CHALLENGES AND FUTURE OF BROADBAND IN MALAYSIA PETALING JAYA, SELANGOR
As an initiative to encourage consumers to be well informed, CFM hosted the CFM Dialogue 2019 as a platform for consumers to get detailed clarification as well as feedback from service providers and regulatory bodies. The Dialogue, themed “The Changing Landscape of Malaysia’s Broadband” focused on the challenges and future of broadband in Malaysia. The event was also held to celebrate World Telecommunication and Information Society Day (WTISD) 2019.
The program which took place at Pentas@ Celcom, Petaling Jaya, was attended by 230 people. Through this dialogue, consumers got the chance to gain a deeper understanding about the development of Malaysia’s broadband landscape, challenges faced by the industry as well as the factors that drive the future of broadband in Malaysia.
The CFM dialogue sessions were presented by three panelists:
1. Celcom Head of Home Business, Khazalin Ghuzal 2. YTL Communications Network Design Manager, Rahul Shrivasta 3. MCMC Head of Division Policy, Muhammad Razali Anuar
At the end of all three slots, the panellists answered questions from the dialogue participants and provided feedback regarding today’s broadband services.
CFM Dialogue 2019 was also streamed live on CFM Facebook page, to ensure that other consumers could follow the session online.
CFM ANNUAL 32 REPORT 2019 CPR BUREAU
4 JULY 2019 9 JULY 2019 CFM SHARING SESSION AT TTPM CFM SHARING SESSION WITH MMU PUTRAJAYA STUDENTS CYBERJAYA CFM was invited to a knowledge sharing session with the staff of the Tribunal for CFM shed light on the roles of CFM, the Consumer Claims Malaysia (TTPM) about ways to lodge complaints regarding the roles of CFM and the types of complaints telecommunications and multimedia issues, reported by consumers to CFM. The session as well as scam cases affecting consumers was delivered by CFM Director, Ahmad Izham to students of the Malaysia Multimedia Khairuddin for an hour. Apart from getting University (MMU). The session was delivered to know the highest complaint category by CFM Director, Ahmad Izham Khairuddin in received by CFM, participants also took part front of 50 students. The knowledge sharing in the online quiz conducted after the sharing went on for two hours before ending at 12.00 session to test their level of understanding of pm. Through the knowledge sharing, students the topics presented. got to understand the right channel to lodge complaints, as well as how to avoid being among the victims of scam syndicates.
17 JULY 2019 CFM SHARING SESSION WITH HELP UNI STUDENTS KUALA LUMPUR
CFM was invited by HELP University to share information about the issues in telecommunications and multimedia, such as scams, tips to avoid expensive phone bills, and the tips to choose the right prepaid plan. Around 40 students attended the sharing session that was delivered by CFM Director, Ahmad Izham Khairuddin.
CFM ANNUAL 33 REPORT 2019 CPR BUREAU
28 JULY 2019 CFM SHARING SESSION IN SMK SUBANG SUBANG JAYA, SELANGOR
CFM continued its awareness activities by sharing useful knowledge with the students of SMK Subang during the school’s consumer carnival. The sharing session was delivered by CFM secretariat, Roharrashidah Abdul Halil to about 100 people comprising of school students, their parents and teachers. Among the topics talked about were the roles of CFM, highest complaint category received by CFM, as well as tips to avoid bill and charges dispute. In the session, a number of school students received CFM merchandise after correctly answering CFM’s online quiz.
28 AUGUST 2019 CFM CELEBRATES NATIONAL DAY 2019 WITH CFM MERDEKA EXPLORACE KUANTAN, PAHANG
In conjunction with Malaysia’s 62nd National Day, CFM celebrated the momentous occasion with a fun program that fostered teamwork through a joint activity with RTM Pahang, “CFM Merdeka Explorace.” The program was held in Beserah, Kuantan since the area is rich in historical values. The activity saw the participation of 30 people comprising of high school and college students, as well as the local community.
Through the activity, CFM took the chance to connect the locals with the issues and information on consumers’ rights in the communications and multimedia industry. During the Aspirasi Merdeka Pahangfm 2019 program, CFM also participated in the Merdeka Largest Jigsaw Puzzle which set a record in the Malaysia Book of Records. CFM believes that through this activity, consumers can be educated on the value of the technological advances enjoyed by us today.
CFM ANNUAL 34 REPORT 2019 CPR BUREAU
20 SEPTEMBER 2019 28 SEPTEMBER 2019 CFM SHARING SESSION WITH CFM JOINS SARAWAK WOMEN’S DAY EXCHANGE STUDENTS FROM 2019 CELEBRATION KIGS BRUNEI AND LIMKOKWING KUCHING, SARAWAK UNIVERSITY CYBERJAYA In an effort to get close to the women community in Sarawak, CFM participated in About 20 students from Kolej International the Women’s Day celebration that took place Graduate Studies (KIGS) Brunei and at the Borneo Convention Centre, Kuching. Limkokwing University attended a sharing CFM, in collaboration with Sarawak MCMC session at our CFM office. The students were set up a booth so that the public could get exposed to the roles of CFM that can help to know the roles of CFM and its initiatives the country’s communication and multimedia in helping the consumers of communications industry, as well as the complaints and multimedia services. frequently reported by consumers to CFM. The sharing session was delivered by CFM The one-day event saw the presence of more Communications and Public Relations than 2000 people from all over Sarawak. The Department Manager, Noor Shahdiella Abd occasion was also attended by the Sarawak Manan. Chief Minister, Datuk Patinggi Abang Haji Abdul Rahman Zohari Tun Datuk Abang Haji Openg and the MCMC Chairman, YBrs. Encik Al-Ishsal Ishak.
CFM ANNUAL 35 REPORT 2019 CPR BUREAU
5 OCTOBER 2019 CFM PARTICIPATES IN PUTRAJAYA OPEN DAY, KKMM PUTRAJAYA
The Ministry of Communications and Multimedia Malaysia (KKMM) organized the Putrajaya Open Day (POD) by providing exhibition booths and showcased services from various agencies in each ministry aimed at the citizens of Putrajaya and its vicinity. CFM joined the event by opening a booth in the KKMM building to expose the attendees to CFM’s roles and services in helping the consumers. CFM also organized game activities to attract more visitors.
18 OCTOBER 2019 CFM SHARING SESSION WITH INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA STUDENTS GOMBAK, SELANGOR
CFM was invited by the Institute of Public Relations Malaysia Student Association (IPRMSA) IIUM Chapter to share about the importance and impact of Artificial Intelligence (AI) which has changed the landscape of public relations and how organizations interact with the members of the public. The sharing session was delivered by CFM Director, Ahmad Izham Khairuddin in front of more than 100 students and staff of IIUM. Apart from CFM, other panelists who also joined the stage were Executive Director of Business Ethics Institute of Malaysia, J.D Lovrenciear and Founder of Citrine One, Ivlynn Yap.
CFM ANNUAL 36 REPORT 2019 CPR BUREAU
30 NOVEMBER 2019 SYNERGY PROGRAM – TRIPLE M EXPLORACE CYBERJAYA
CFM and the Malaysian Technical Standards Forum Bhd (MTSFB), collaborated for the first time to organize an awareness program, “Triple M Explorace” together with the Malaysia Multimedia University (MMU). The collaborative event sought to promote the roles and functions of the communications and multimedia industry forums which have contributed to the development of the industry.
15 DECEMBER 2019 CFM PARTICIPATES IN KLIK DENGAN BIJAK PROGRAM WITH COMMUNITY PONTIAN, JOHOR
CFM was invited to participate in a community Klik Dengan Bijak program organized by Kawasan Rukun Tetangga Taman Utama Pekan Nanas and Pusat Internet Pekan Nanas. CFM held some activities at their event booth to educate the community in Pontian, Johor about consumers’ rights and issues in communications and multimedia services. CFM also delivered a sharing session titled “Cara untuk Melindungi Data Peribadi Anda” delivered by CFM Communications and Public Relations Department Manager, Noor Shahdiella Abd Manan in front of 100 attendees. Besides CFM, other organizations who also shared some information with the attendees were Bank Negara Wilayah Selatan and Bank Islam.
CFM ANNUAL 37 REPORT 2019 CPR BUREAU
Media Relations
CFM’s media coverage increased by 30.4% in 2019 compared to 2018, with a total of 459 CFM’s news being highlighted in different media platforms. All media coverage that has been achieved is the outcome from the issuance of a press release to the media members and special interviews requested by the media which focuses mainly on consumer complaint issues and events organized by CFM. 1 19 38 32 33 47 351 18 30 232 10
2018 352
Newspaper TV Radio Online News Blog Magazine Year 2019 459
In 2019, CFM issued a total of nine (9) press releases to members of the media to share the information in their channels and social media platforms for the benefit of consumers in Malaysia.
DATE OF ISSUANCE TITLE OF CFM PRESS RELEASE 2019
12 FEBRUARY CFM ANIMATION CHALLENGE TO EDUCATE MALAYSIAN CONSUMERS
COMPLAINTS ABOUT NETWORK AND HIGH-SPEED BROADBAND (HSBB) PRICE RE- 28 MARCH CORD AN INCREASE IN 2018 CFM ANIMATCH USES ANIMATION AS A MEDIUM TO EDUCATE CONSUMERS TO 31 MARCH BETTER UNDERSTAND COMMUNICATIONS AND MULTIMEDIA ISSUES IMPROVEMENT OF CONSUMER COMPLAINTS HANDLING RESOLUTION THROUGH 24 JUNE GENERAL CONSUMER CODE (GCC) REVIEW CFM 2019 DIALOGUE SESSION: A CONSTRUCTIVE DISCUSSION PLATFORM ON THE 3 JULY CHALLENGES AND THE FUTURE OF BROADBAND IN MALAYSIA NETWORK ISSUE – THE HIGHEST COMPLAINT REPORTED BY CONSUMERS TO CFM 31 JULY FOR HALF-YEAR OF 2019
28 AUGUST CFM CELEBRATES 2019 NATIONAL DAY WITH “CFM MERDEKA EXPLORACE”
30 NOVEMBER CFM, MTSFB, MMU ADVOCATES CONSUMER THROUGH A SYNERGY PROGRAM
19 DECEMBER CFM DIALOGUE 2019: STAY SAFE ONLINE
CFM ANNUAL 38 REPORT 2019 CPR BUREAU
The press releases that were shared the most by the media were the ones which focused on consumer’s complaint issues in telecommunication services such as:
COMPLAINTS ABOUT NETWORK AND HIGH-SPEED NETWORK ISSUE – THE HIGHEST COMPLAINT BROADBAND (HSBB) PRICE RECORD AN REPORTED BY CONSUMERS TO CFM FOR INCREASE IN 2018 HALF-YEAR 2019 (55 media coverage) (112 media coverage)
The appearance of CFM through online news has shown a significant increase (51%) in 2019, as CFM’s news are being shared on several news portals that are available both in Malaysia and Singapore, including conventional media through their own portal and social media pages.
CFM also managed to get 26 special interviews that have been featured on radio, TV, newspaper and online news such as Negeri FM, Terengganu FM, Manis FM, IKIM FM, Nasional FM, TV3, RTM, and BERNAMA.
CFM ANNUAL 39 REPORT 2019 CPR BUREAU
NEWSPAPER
NO DATE MEDIA OUTLET TITLE
1. 3 JANUARY SINAR HARIAN PENJAHAT DIGITAL NAYA NGO
UTUSAN BORNEO PERTANDINGAN VIDEO CFM ANIMATCH 2019 TAWAR 2. 13 FEBRUARY SARAWAK HADIAH WANG TUNAI RM8,500
3. 14 FEBRUARY THE STAR CONTEST TO SHOWCASE ANIMATION TALENTS
4. 15 FEBRUARY BERITA HARIAN BANTERAS CETAK ROMPAK BUKAN PROGRAM BERMUSIM
NEW SABAH TIMES CFM GETS 6,330 COMMUNICATIONS, MULTIMEDIA 5. 29 MARCH ENGLISH (KK) SERVICES COMPLAINTS IN 2018
NANYANG SIANG COMMUNICATIONS SERVICE COMPLAINTS SURGES 33 6. 30 MARCH PAU PERCENT
7. 1 APRIL HARIAN METRO ANIMASI JANA EKONOMI DIGITAL
60 PERATUS TIDAK KETAHUI HAK PENGGUNA 8. 1 APRIL UTUSAN MALAYSIA PERKHIDMATAN KOMUNIKASI
CFM USING ANIMATION AS PLATFORM TO REACH OUT TO 9. 1 APRIL BORNEO POST (KK) PUBLIC
UTUSAN BORNEO CFM TINGKATKAN KESEDARAN PENGGUNA MELALUI VIDEO 10. 1 APRIL SARAWAK ANIMASI
11. 18 JUNE HARIAN METRO SINGGAH DI BAHU JALAN CARI LIPUTAN TELEFON
12. 25 JUNE BORNEO POST GCC REVIEW TO BENEFIT CONSUMERS
NEW SABAH TIMES COMPLAINTS AGAINST TELCOS TO BE BETTER HANDLED 13. 25 JUNE ENGLISH (KK) THROUGH PLEDGE
LIPUTAN RANGKAIAN, CAPAIAN JALUR LEBAR AMAT 14. 2 JULY UTUSAN MALAYSIA MENYEDIHKAN. TELEKOMUNIKASI LUAR BANDAR LEMAH
THE MALAYSIAN 15. 4 JULY COMPLAINTS ON HIGH-SPEED BROADBAND DOWN 47% RESERVE
NEW SABAH TIMES 230 AT COMMUNICATIONS AND MULTIMEDIA CONSUMER 16. 4 JULY ENGLISH (KK) FORUM OF MALAYSIA DIALOGUE SESSION
DAILY EXPRESS 17. 4 JULY CONSUMER ISSUES CONTINUE TO BE CFM’S PRIORITY (KK)
OUR 25 MILLION ACTIVE INTERNET USERS IN NEARLY NANYANG SIANG 18. 4 JULY FORTY PERCENT OF THE INTERNET FOR 1-4 HOURS A DAY PAU (CHINESE)
19. 18 JULY HARIAN METRO KPI BERDASARKAN PENYELESAIAN ADUAN
20. 1 AUGUST BERITA HARIAN ISU RANGKAIAN ADUAN TERTINGGI
21. 1 AUGUST HARIAN METRO JUMLAH ADUAN NAIK 161%
CFM ANNUAL 40 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
GANGGUAN PERKHIDMATAN, BIL TINGGI ANTARA 4,635 22. 1 AUGUST KOSMO ADUAN DITERIMA
TELECOMMUNICATION SERVICES DISRUPTION AND 23. 1 AUGUST CHINA PRESS NETWORK PROBLEMS DRAW THE HIGHEST
GUANG MING YUSRIZAL: COMPLAINTS ON NETWORK ISSUE ACCOUNT 24. 1 AUGUST DAILY FOR OVER 40 PCT
NANYANG SIANG CFM RECEIVES 4,635 CASES OF COMPLAINT IN FIRST HALF 25. 1 AUGUST PAU YEAR WITH MAJORITY ON NETWORK
CFM RECEIVES 4,635 COMPLAINTS IN 6 MONTHS, MORE 26. 1 AUGUST SIN CHEW DAILY THAN HALF RELATED TO INTERNET
ORIENTAL DAILY NETWORK SERVICE DISRUPTIONS ARE TOP COMPLAINT 27. 1 AUGUST NEWS RECEIVED FOR THE FOURTH YEAR RUNNING
ORIENTAL DAILY OVER 900 COMPLAINTS ON AUTOMATIC FUNDS TRANSFER 28. 1 AUGUST NEWS THROUGH APPS
29. 1 AUGUST UTUSAN MALAYSIA 4,496 ADUAN MASALAH RANGKAIAN DISELESAIKAN CFM
THE MALAYSIAN DISRUPTION, NETWORK PROBLEMS REMAIN TOP TELCO 30. 1 AUGUST RESERVE ISSUES
NEW SABAH TIMES 31. 1 AUGUST CFM TERIMA 4,635 ADUAN BAGI TEMPOH JAN-JUN 2019 BAHASA (KK)
NEW SARAWAK 32. 1 AUGUST MOST COMPLAINTS ARE ON NETWORK ISSUES TRIBUNE
UTUSAN BORNEO 33. 1 AUGUST CFM TERIMA 4,635 ADUAN BAGI TEMPOH JAN-JUN 2019 SARAWAK
UTUSAN BORNEO 34. 1 AUGUST CFM TERIMA 4,635 ADUAN BAGI TEMPOH JAN-JUN 2019 SABAH
NEW SABAH TIMES SERVICE DISRUPTION GETS HIGHEST NUMBER OF 35. 2 AUGUST ENGLISH (KK) COMPLAINTS - CFM
NEW SABAH TIMES 36. 3 AUGUST MOHANA NOW CHAIRMAN OF CFM ENGLISH (KK)
DAILY EXPRESS MCMC URGES CFM TO INCREASE COLLABORATION WITH 37. 2 DECEMBER (KK) MORE VARSITIES
38. 23 DECEMBER SELANGOR KINI DIDIK PENGGUNA KESELAMATAN INTERNET
CFM ANNUAL 41 REPORT 2019 CPR BUREAU
TV
NO DATE MEDIA OUTLET TITLE
TV3 SUARA 1. 23 FEBRUARY SCAM CARI KERJA KONSUMER
TV3 BORAK 2. 2 MARCH CFM ANIMATCH & SCAM KOPITIAM
RTM FRESH 3. 31 MARCH SCAM CALL BREW
RTM BERITA MESEJ MELALUI ANIMASI TINGKATKAN KESEDARAN 4. 31 MARCH NASIONAL PENGGUNA
TV3 - BULETIN 5. 6 APRIL MEDIUM ANIMASI DIDIK PENGGUNA 130
MESEJ MENERUSI ANIMASI BAGI MENINGKATKAN 6. 6 APRIL BERITA TV9 KESEDARAN MASYARAKAT MENGENAI HAK PENGGUNA
CAPAIAN JALUR LEBAR - SYARIKAT TELCO PERLU SELESAI 7. 3 JULY RTM 1 ADUAN DALAM MASA SINGKAT
TV3 - BULETIN CAPAIAN JALUR LEBAR - SYARIKAT TELCO PERLU SELESAI 8. 3 JULY PAGI ADUAN DALAM MASA SINGKAT
9. 31 JULY ASTRO AWANI MEDIUM HAK DAN ADUAN UNTUK PENGGUNA
10. 31 JULY ASTRO AWANI 4,635 ADUAN SEPANJANG JANUARI HINGGA JUN TAHUN INI
NTV7 11. 31 JULY MANDARIN MEDIUM HAK DAN ADUAN UNTUK PENGGUNA NEWS
12. 31 JULY 8TV NEWS CFM WANT PUBLIC TO BE CAUTIOUS
BERNAMA 13. 1 AUGUST NEWS CFM TERIMA 4,635 ADUAN BAGI TEMPOH JAN-JUN 2019 CHANNEL (BNC)
14. 1 AUGUST ASTRO AWANI 4,635 ADUAN 6 BULAN PERTAMA TAHUN INI – CFM
15 . 30 AUGUST BERITA TV9 MANFAAT 5G DAN SALAH GUNA TEKNOLOGI
16. 5 OCTOBER RTM TV1 HARI TERBUKA PUTRAJAYA PERINGKAT KKMM
17. 21 OCTOBER TV3 MHI SCAM PANGGILAN PALSU
RTM TV2 18. 12 DECEMBER JANGAN TERPEDAYA DENGAN PANGGILAN PALSU BERITA TAMIL
CFM ANNUAL 42 REPORT 2019 CPR BUREAU
RADIO
NO DATE MEDIA OUTLET TITLE
1. 14 FEBRUARY NEGERI FM TIP PENYELESAIAN GANGGUAN PERKHIDMATAN
NETWORK ISSUES WERE THE TOP GRIPE FOR MALAYSIAN 2. 29 MARCH LITE FM TELCO USERS IN 2018
PERANAN CFM, BAGAIMANA CFM MEMBANTU PENGGUNA & CARA MEMBUAT ADUAN KEPADA CFM, KATEGORI ADUAN TERENGGANU 3. 19 APRIL TERTINGGI YANG DITERIMA CFM DARIPADA PENGGUNA FM ZON PANTAI TIMUR, TIP MEMILIH PELAN TELCO UNTUK PENJIMATAN PERANAN CFM, BAGAIMANA CFM MEMBANTU PENGGUNA & CARA MEMBUAT ADUAN KEPADA CFM, KATEGORI ADUAN 4. 24 APRIL MANIS FM TERTINGGI YANG DITERIMA CFM DARIPADA PENGGUNA ZON PANTAI TIMUR
5. 25 APRIL NEGERI FM PERTIKAIAN BIL & BAYARAN, TIPS CFM
PERANAN CFM, KATEGORI ADUAN TERTINGGI DITERIMA 6. 30 APRIL PAHANG FM CFM DARIPADA PENGGUNA ZON PANTAI TIMUR
TIPS PENJIMATAN TELCO, BAGAIMANA CFM MEMBANTU 7. 8 MAY MANIS FM PENGGUNA & CARA MEMBUAT ADUAN KEPADA CFM, MASALAH BIL & CAJ
SCAM AKAUN TELEFON PINTAR, TIPS ELAK JADI MANGSA 8. 12 JUNE MANIS FM SCAM
TIP PENGGUNA UNTUK ELAK DISENARAI HITAM OLEH 9. 19 JUNE MANIS FM SYARIKAT PERKHIDMATAN KOMUNIKASI DAN MULTIMEDIA
KKMM MELETAKKAN SISTEM PETUNJUK PRESTASI UTAMA BERNAMA 10. 3 JULY KEPADA SEMUA SYARIKAT TELCO BERKAITAN ADUAN RADIO PELANGGAN TIPS MENGGUNAKAN PERKHIDMATAN PERAYAUAN 11. 12 JULY IKIM FM ANTARABANGSA SEMASA BERADA DI TANAH SUCI UNTUK ELAKKAN KEJUTAN BIL
BERNAMA CFM UMUMKAN PELANTIKAN 13 AHLI MAJLIS BAHARU BAGI 12. 31 JULY RADIO SESI 2019-2021
13. 31 JULY BFM 89.9 CFM WANT PUBLIC TO BE CAUTIOUS
JUMLAH ADUAN PENGGUNA TELEKOMUNIKASI YANG 14. 1 AUGUST ERA FM DITERIMA TAHUN INI MENINGKAT 161%
15. 9 AUGUST NASIONAL FM PENGGUNA PERLU TAHU CARA KENAL PASTI SCAMMER
SCAM AKAUN TELEFON PINTAR, TIPS ELAK JADI MANGSA 16. 25 SEPTEMBER SARAWAK FM SCAM
SCAM AKAUN TELEFON PINTAR, TIPS ELAK JADI MANGSA 17. 27 SEPTEMBER CATS FM SCAM
BELANJAWAN 2020: HARAPAN CFM TERHADAP 18. 9 OCTOBER NASIONAL FM PERUNTUKAN INFRASTRUKTUR DIGITAL
19. 24 DECEMBER NASIONAL FM KELEBIHAN & KELEMAHAN e-DOMPET
CFM ANNUAL 43 REPORT 2019 CPR BUREAU
ONLINE NEWS
NO DATE MEDIA OUTLET TITLE
1. 2 JANUARY KARANGKRAF PENJAHAT DIGITAL NAYA NGO
SINAR HARIAN 2. 3 JANUARY PENJAHAT DIGITAL NAYA NGO ONLINE
MREM CABARAN ANIMASI CFM UNTUK MENDIDIK PENGGUNA 3. 12 FEBRUARY BERNAMA MALAYSIA
MREM CFM ANIMATION CHALLENGE TO EDUCATE MALAYSIAN 4. 12 FEBRUARY BERNAMA CONSUMERS
PERTANDINGAN VIDEO CFM ANIMATCH 2019 TAWAR HADIAH 5. 12 FEBRUARY BERNAMA WANG TUNAI RM8,500
RM8,500 CASH PRIZE AWAITS CFM ANIMATCH 2019 6. 12 FEBRUARY BERNAMA CONTEST WINNER
BERNAMA CFM ANIMATION CHALLENGE TO EDUCATE MALAYSIAN 7. 12 FEBRUARY WIRES CONSUMERS
BERNAMA CABARAN ANIMASI CFM UNTUK MENDIDIK PENGGUNA 8. 12 FEBRUARY WIRES MALAYSIA
CABARAN ANIMASI CFM UNTUK MENDIDIK PENGGUNA 9. 12 FEBRUARY BERNAMA XTRA MALAYSIA
CFM ANIMATION CHALLENGE TO EDUCATE MALAYSIAN 10. 12 FEBRUARY BERNAMA XTRA CONSUMERS
BERNAMA PERTANDINGAN VIDEO CFM ANIMATCH 2019 TAWAR HADIAH 11. 12 FEBRUARY LIBRARY & WANG TUNAI RM8,500 INFOLINK BERNAMA RM8,500 CASH PRIZE AWAITS CFM ANIMATCH 2019 12. 12 FEBRUARY LIBRARY & CONTEST WINNER INFOLINK LIFESTYLE PERTANDINGAN VIDEO CFM ANIMATCH 2019 TAWAR HADIAH 13. 12 FEBRUARY & YOUTH WANG TUNAI RM8,500 BERNAMA
CFM TAWAR HADIAH WANG TUNAI RM8500 KEPADA 14. 12 FEBRUARY BERNAMA FB PEMENANG CFM ANIMATCH 2019
BERNAMA PERTANDINGAN VIDEO CFM ANIMATCH 2019 TAWAR HADIAH 15. 12 FEBRUARY TWITTER WANG TUNAI RM8,500
RM8,500 CASH PRIZE AWAITS CFM ANIMATCH 2019 16. 12 FEBRUARY THE SUN DAILY CONTEST WINNER
THE SUN DAILY RM8,500 CASH PRIZE AWAITS CFM ANIMATCH 2019 17. 12 FEBRUARY TWITTER CONTEST WINNER
NAM NEWS CFM ANIMATION CHALLENGE TO EDUCATE MALAYSIAN 18. 12 FEBRUARY NETWORK CONSUMERS
CFM ANIMATCH 2019 - PELUANG PENGGIAT DUNIA ANIMASI 19. 12 FEBRUARY WISER.MY TEMPATAN UNTUK REBUT WANG TUNAI SEHINGGA RM20,000
BULETIN PERTANDINGAN VIDEO CFM ANIMATCH 2019 TAWAR HADIAH 20. 12 FEBRUARY MALAYSIA WANG TUNAI RM8,500
CFM ANNUAL 44 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
UTUSAN PERTANDINGAN VIDEO CFM ANIMATCH 2019 TAWAR HADIAH 21. 13 FEBRUARY BORNEO WANG TUNAI RM8,500 SARAWAK
DIGITAL NEWS 22. 13 FEBRUARY CFM ANIMATCH 2019 CALLS FOR ENTRIES ASIA
CALLING FOR ANIMATION ENTHUSIASTS! CFM IS LOOKING DIGITAL NEWS 23. 13 FEBRUARY FOR BUDDING & ESTABLISH ANIMATORS TO PARTICIPATE IN ASIA FB CFM ANIMACTH 2019
MALAYSIA WIN CASH PRIZES UP TO RM20,000 - CFM ANIMATCH 2019 24. 13 FEBRUARY INTERNET CONTEST
BANTERAS CETAK ROMPAK GUNA MEDIA SOSIAL SECARA 25. 14 FEBRUARY BERITA HARIAN BERKALA
26. 14 FEBRUARY THE STAR CONTEST TO SHOWCASE ANIMATION TALENTS
NEW STRAITS 27. 21 FEBRUARY NO MORE REDUCTION IN BROADBAND PRICES THIS YEAR TIMES
SME MAGAZINE 28. 22 FEBRUARY NO MORE REDUCTION IN BROADBAND PRICES THIS YEAR ASIA
TV3MALAYSIA 29. 27 FEBRUARY OFFICIAL SCAM CARI KERJA YOUTUBE TV3MALAYSIA 30. 2 MARCH OFFICIAL CFM ANIMATCH & SCAM YOUTUBE
TV3 BORAK 31. 2 MARCH CFM ANIMATCH & SCAM KOPITIAM FB
ELAK CAJ PERANTAUAN TIDAK MUNASABAH: 6 TIP 32. 12 MARCH LIBUR KURANGKAN CAJ PERANTAUAN ANTARABANGSA
ELAK CAJ PERANTAUAN TIDAK MUNASABAH: 6 TIP 33. 12 MARCH LIBUR FB KURANGKAN CAJ PERANTAUAN ANTARABANGSA
GO WHERE THE LATEST CFM NEWSLETTER, SHOUT H2 2018 IS OUT! 34. 22 MARCH MALAYSIA FEATURING MCMC CHAIRMAN, YBRS. MR AL-ISHSAL ISHAK
GO WHERE THE LATEST CFM NEWSLETTER, SHOUT H2 2018 IS OUT! 35. 22 MARCH MALAYSIA FB FEATURING MCMC CHAIRMAN, YBRS. MR AL-ISHSAL ISHAK
ADUAN RANGKAIAN DAN HARGA PERKHIDMATAN JALUR MREM 36. 28 MARCH LEBAR BERKELAJUAN TINGGI (HSBB) CATAT PENINGKATAN BERNAMA BAGI TAHUN 2018
MREM COMPLAINTS ABOUT NETWORK AND HIGH-SPEED 37. 28 MARCH BERNAMA BROADBAND (HSBB) PRICE RECORD AN INCREASE IN 2018
CFM ANNUAL 45 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
ADUAN RANGKAIAN DAN HARGA PERKHIDMATAN JALUR 38. 28 MARCH BERNAMA XTRA LEBAR BERKELAJUAN TINGGI (HSBB) CATAT PENINGKATAN BAGI TAHUN 2018
COMPLAINTS ABOUT NETWORK AND HIGH-SPEED 39. 28 MARCH BERNAMA XTRA BROADBAND (HSBB) PRICE RECORD AN INCREASE IN 2018
ADUAN RANGKAIAN DAN HARGA PERKHIDMATAN JALUR BERNAMA 40. 28 MARCH LEBAR BERKELAJUAN TINGGI (HSBB) CATAT PENINGKATAN WIRES BAGI TAHUN 2018
BERNAMA COMPLAINTS ABOUT NETWORK AND HIGH-SPEED 41. 28 MARCH WIRES BROADBAND (HSBB) PRICE RECORD AN INCREASE IN 2018
HIGHEST NUMBER OF COMPLAINTS 2018 ABOUT NETWORK 42. 28 MARCH BERNAMA AND PRICE ISSUES
43. 28 MARCH BERNAMA MASALAH RANGKAIAN DAN HARGA ADUAN TERTINGGI 2018
BERNAMA HIGHEST NUMBER OF COMPLAINTS 2018 ABOUT NETWORK 44. 28 MARCH LIBRARY & AND PRICE ISSUES INFOLINK BERNAMA 45. 28 MARCH LIBRARY & MASALAH RANGKAIAN DAN HARGA ADUAN TERTINGGI 2018 INFOLINK LIFESTYLE 46. 28 MARCH & YOUTH MASALAH RANGKAIAN DAN HARGA ADUAN TERTINGGI 2018 BERNAMA
UTUSAN 47. 28 MARCH CFM TERIMA 6,330 ADUAN ONLINE
CFM RECEIVED OVER 6,000 COMPLAINTS ON 48. 28 MARCH THE STAR COMMUNICATIONS AND MULTIMEDIA SERVICES IN 2018
HIGHEST NUMBER OF COMPLAINTS 2018 ABOUT NETWORK 49. 28 MARCH THE SUN DAILY AND PRICE ISSUES
HIGHEST NUMBER OF COMPLAINTS 2018 ABOUT NETWORK 50. 28 MARCH MALAY MAIL AND PRICE ISSUES
MOST COMPLAINTS IN 2018 ABOUT NETWORK AND PRICE 51. 28 MARCH MALAYSIA KINI ISSUES
NAM NEWS COMPLAINTS ABOUT NETWORK AND HIGH-SPEED 52. 28 MARCH NETWORK BROADBAND (HSBB) PRICE RECORD AN INCREASE IN 2018
MALAYSIAN MOBILE SERVICE PROVIDERS RECEIVED THE 53. 28 MARCH SOYA CINCAU MOST NUMBER OF COMPLAINTS IN 2018
SOYA CINCAU ADUAN KE CFM TAHUN LEPAS MENINGKAT 33% 54. 28 MARCH BM BERBANDING 2017
SOYA CINCAU MALAYSIAN MOBILE SERVICE PROVIDERS RECEIVED THE 55. 28 MARCH TWITTER MOST NUMBER OF COMPLAINTS IN 2018
SOYA CINCAU TAHUN LEPAS, MASALAH HARGA PALING MENDADAK NAIK. 56. 28 MARCH BM TWITTER KENAPA YA?
BILANGAN TERTINGGI ADUAN 2018 MENGENAI ISU 57. 28 MARCH BERITA KINI RANGKAIAN DAN HARGA | MALAYSIA
CFM ANNUAL 46 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
EBISS BILANGAN TERTINGGI ADUAN YANG DIREKODKAN ADALAH 58. 28 MARCH MALAYSIA FB MASALAH RANGKAIAN
59. 28 MARCH BERITA SABAH MASALAH RANGKAIAN DAN HARGA ADUAN TERTINGGI 2018
MALAYSIA 60. 28 MARCH MASALAH RANGKAIAN DAN HARGA ADUAN TERTINGGI 2018 NEWS PORTAL
CFM RECEIVED OVER 6,000 COMPLAINTS ON MALAYSIA 61. 28 MARCH COMMUNICATIONS AND MULTIMEDIA SERVICES IN 2018 - NEWS PORTAL TECH NEWS
THE WORLD HIGHEST NUMBER OF COMPLAINTS 2018 ABOUT NETWORK 62. 28 MARCH NEWS AND PRICE ISSUES
THE WORLD MOST COMPLAINTS IN 2018 ABOUT NETWORK AND PRICE 63. 28 MARCH NEWS ISSUES
CFM RECEIVED OVER 6,000 COMPLAINTS ON MALAYSIA 64. 28 MARCH COMMUNICATIONS AND MULTIMEDIA SERVICES IN 2018 - CAPTURE TECH NEWS
MALAYSIA HIGHEST NUMBER OF COMPLAINTS 2018 ABOUT NETWORK 65. 28 MARCH CAPTURE AND PRICE ISSUES
MALAYSIA MOST COMPLAINTS IN 2018 ABOUT NETWORK AND PRICE 66. 28 MARCH CAPTURE ISSUES
CFM RECEIVED OVER 6,000 COMPLAINTS ON MALAYSIA STAR 67. 28 MARCH COMMUNICATIONS AND MULTIMEDIA SERVICES IN 2018 - NEWS TECH NEWS
THE WORLD 68. 28 MARCH CFM TERIMA 6,330 ADUAN NEWS
WORLD TIMES HIGHEST NUMBER OF COMPLAINTS 2018 ABOUT NETWORK 69. 28 MARCH NEWS AND PRICE ISSUES - MALAYSIA NEWS
ASTRO AWANI 70. 29 MARCH MASALAH RANGKAIAN DAN HARGA ADUAN TERTINGGI 2018 ONLINE
THE EDGE CELLULAR SERVICES TOPPED COMMUNICATIONS AND 71. 29 MARCH MARKET MULTIMEDIA GROUSE LIST LAST YEAR
BUSINESS NETWORK ISSUES WERE THE TOP GRIPE FOR MALAYSIAN 72. 29 MARCH INSIDER TELCO USERS IN 2018 – AND THE NUMBER OF COMPLAINTS MALAYSIA COULD SKYROCKET THIS YEAR
MALAYSIAN CFM: HIGH NUMBER OF COMPLAINTS RECORDED ON TM’S 73. 29 MARCH WIRELESS HIGH-SPEED BROADBAND (HSBB) IN 2018
74. 29 MARCH SELANGOR KINI MASALAH RANGKAIAN DAN HARGA ADUAN TERTINGGI 2018
75. 29 MARCH GERBANG POST MASALAH RANGKAIAN DAN HARGA ADUAN TERTINGGI 2018
KLSE CELLULAR SERVICES TOPPED COMMUNICATIONS AND 76. 29 MARCH SCREENER MULTIMEDIA GROUSE LIST LAST YEAR
AEC NEWS MALAYSIA MORNING NEWS: HIGHEST NUMBER OF 7 7. 29 MARCH TODAY COMPLAINTS 2018 ABOUT NETWORK AND PRICE ISSUES
CFM ANNUAL 47 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
MALAYSIAN DID YOU KNOW: ALL CONSUMER REPORTS FROM CFM MUST 78. 29 MARCH WIRELESS FB FIRST BE APPROVED BY ITS COUNCIL MEMBERS
MALAYSIAN CFM: HIGH NUMBER OF COMPLAINTS RECORDED ON TM’S 79. 29 MARCH WIRELESS FB HIGH-SPEED BROADBAND (HSBB) IN 2018
MALAYSIAN DID YOU KNOW: ALL CONSUMER REPORTS FROM CFM MUST 80. 29 MARCH WIRELESS FIRST BE APPROVED BY ITS COUNCIL MEMBERS TWITTER MALAYSIAN CFM: HIGH NUMBER OF COMPLAINTS RECORDED ON TM’S 81. 29 MARCH WIRELESS HIGH-SPEED BROADBAND (HSBB) IN 2018 TWITTER
MREM PERTANDINGAN ANIMASI CFM (PERINGKAT AKHIR): CFM 82. 29 MARCH BERNAMA ANIMATCH 2019
BERNAMA PERTANDINGAN ANIMASI CFM (PERINGKAT AKHIR): CFM 83. 29 MARCH WIRES ANIMATCH 2019
e-NANYANG COMMUNICATIONS SERVICE COMPLAINTS SURGES 33 84. 30 MARCH SIANG PAU PERCENT
CFM USING ANIMATION AS A PLATFORM TO REACH OUT, 85. 31 MARCH BERNAMA INFORM PUBLIC
CFM TINGKATKAN KESEDARAN PENGGUNA MELALUI VIDEO 86. 31 MARCH BERNAMA ANIMASI
BERNAMA CFM USING ANIMATION AS A PLATFORM TO REACH OUT, 87. 31 MARCH LIBRARY & INFORM PUBLIC INFOLINK BERNAMA CFM TINGKATKAN KESEDARAN PENGGUNA MELALUI VIDEO 88. 31 MARCH LIBRARY & ANIMASI INFOLINK
BERNAMA CFM TINGKATKAN KESEDARAN PENGGUNA MELALUI VIDEO 89. 31 MARCH TWITTER ANIMASI
CFM GUNA PLATFORM ANIMASI BAGI MENINGKATKAN BERNAMA 90. 31 MARCH KESEDARAN MASYARAKAT MENGENAI PERANANNYA DAN RADIO TWITTER HAK PENGGUNA PERKHIDMATAN KOMUNIKASI CFM KINI MENGGUNAKAN PLATFORM ANIMASI BAGI MENINGKATKAN KESEDARAN MASYARAKAT MENGENAI 91. 31 MARCH BERNAMA FB PERANANNYA DAN HAK PENGGUNA PERKHIDMATAN KOMUNIKASI LIFESTYLE CFM TINGKATKAN KESEDARAN PENGGUNA MELALUI VIDEO 92. 31 MARCH & YOUTH ANIMASI BERNAMA LIFESTYLE CFM USING ANIMATION AS A PLATFORM TO REACH OUT, 93. 31 MARCH & YOUTH INFORM PUBLIC BERNAMA
UTUSAN 60 PERATUS TIDAK KETAHUI HAK PENGGUNA 94. 31 MARCH ONLINE PERKHIDMATAN KOMUNIKASI
CFM TINGKATKAN KESEDARAN PENGGUNA MELALUI VIDEO 95. 31 MARCH KKMM PORTAL ANIMASI
WILSON 60 PERATUS TIDAK KETAHUI HAK PENGGUNA 96. 31 MARCH L MEDLIN PERKHIDMATAN KOMUNIKASI YOUTUBE
CFM ANNUAL 48 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
CFM TINGKATKAN KESEDARAN PENGGUNA MELALUI VIDEO 97. 31 MARCH BERITA SABAH ANIMASI
MALAYSIA CFM TINGKATKAN KESEDARAN PENGGUNA MELALUI VIDEO 98. 31 MARCH NEWS PORTAL ANIMASI
MALAYSIA CFM ANIMATCH USES ANIMATION AS A MEDIUM TO 99. 31 MARCH INTERNET EDUCATE CONSUMERS
WORLD TIMES CFM USING ANIMATION AS A PLATFORM TO REACH OUT, 100. 31 MARCH NEWS INFORM PUBLIC
THE WORLD 60 PERATUS TIDAK KETAHUI HAK PENGGUNA 101. 31 MARCH NEWS PERKHIDMATAN KOMUNIKASI
FITA MENANG SEMPENA PERTANDINGAN ANIMATCH 102. 31 MARCH FITA UiTM ANJURAN COMMUNICATIONS AND MULTIMEDIA CONSUMER FORUM OF MALAYSIA (CFM) CFM ‘ANIMATCH’ GUNA MEDIUM ANIMASI UNTUK DIDIK MREM 103. 1 APRIL PENGGUNA AGAR LEBIH FAHAMI ISU PERKHIDMATAN BERNAMA KOMUNIKASI DAN MULTIMEDIA CFM ANIMATCH USES ANIMATION AS A MEDIUM TO MREM 104. 1 APRIL EDUCATE CONSUMERS TO BETTER UNDERSTAND BERNAMA COMMUNICATIONS AND MULTIMEDIA ISSUES CFM ‘ANIMATCH’ GUNA MEDIUM ANIMASI UNTUK DIDIK 105. 1 APRIL BERNAMA PENGGUNA AGAR LEBIH FAHAMI ISU PERKHIDMATAN KOMUNIKASI DAN MULTIMEDIA CFM ANIMATCH USES ANIMATION AS A MEDIUM TO 106. 1 APRIL BERNAMA EDUCATE CONSUMERS TO BETTER UNDERSTAND COMMUNICATIONS AND MULTIMEDIA ISSUES CFM ‘ANIMATCH’ GUNA MEDIUM ANIMASI UNTUK DIDIK BERNAMA 107. 1 APRIL PENGGUNA AGAR LEBIH FAHAMI ISU PERKHIDMATAN WIRES KOMUNIKASI DAN MULTIMEDIA CFM ANIMATCH USES ANIMATION AS A MEDIUM TO BERNAMA 108. 1 APRIL EDUCATE CONSUMERS TO BETTER UNDERSTAND WIRES COMMUNICATIONS AND MULTIMEDIA ISSUES CFM ANIMATCH USES ANIMATION AS A MEDIUM TO NAM NEWS 109. 1 APRIL EDUCATE CONSUMERS TO BETTER UNDERSTAND NETWORK COMMUNICATIONS AND MULTIMEDIA ISSUES
PRESS READER - 110. 1 APRIL ANIMASI JANA EKONOMI DIGITAL HARIAN METRO
PRESS READER - UTUSAN CFM TINGKATKAN KESEDARAN PENGGUNA MELALUI VIDEO 111. 1 APRIL BORNEO ANIMASI SARAWAK PRESS READER CFM USING ANIMATION AS PLATFORM TO REACH OUT TO 112. 1 APRIL - THE BORNEO PUBLIC POST SABAH
113. 6 APRIL BULETIN TV3 FB MEDIUM ANIMASI DIDIK PENGGUNA
MESEJ MENERUSI ANIMASI BAGI MENINGKATKAN 114. 6 APRIL BERITA TV9 FB KESEDARAN MASYARAKAT MENGENAI HAK PENGGUNA
CFM ANNUAL 49 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
BULETIN TV3 115. 6 APRIL MEDIUM ANIMASI DIDIK PENGGUNA YOUTUBE
BERITA TV9 116. 6 APRIL MESEJ MENERUSI ANIMASI YOUTUBE
117. 6 APRIL HARIAN METRO JENAYAH SIBER BAWA RUGI LEBIH RM1J
TAKE COMMUNICATIONS SERVICE COMPLAINTS TO CFM, 118. 18 APRIL THE SUN DAILY NOT GRUMBLE ON SOCIAL MEDIA
TAKE COMMUNICATIONS, MULTIMEDIA SERVICE 119. 18 APRIL BERNAMA COMPLAINTS TO CFM, NOT GRUMBLE ON SOCIAL MEDIA
ADU MASALAH PERKHIDMATAN KOMUNIKASI, MULTIMEDIA 120. 18 APRIL BERNAMA PADA CFM, BUKAN MERUNGUT DI MEDIA SOSIAL
BERNAMA TAKE COMMUNICATIONS, MULTIMEDIA SERVICE 121. 18 APRIL FACEBOOK COMPLAINTS TO CFM, NOT GRUMBLE ON SOCIAL MEDIA
BERNAMA TAKE COMMUNICATIONS, MULTIMEDIA SERVICE 122. 18 APRIL TWITTER COMPLAINTS TO CFM, NOT GRUMBLE ON SOCIAL MEDIA
LIFESTYLE TAKE COMMUNICATIONS, MULTIMEDIA SERVICE 123. 18 APRIL & YOUTH COMPLAINTS TO CFM, NOT GRUMBLE ON SOCIAL MEDIA BERNAMA
ADU MASALAH PERKHIDMATAN KOMUNIKASI, MULTIMEDIA 124. 18 APRIL KKMM PORTAL PADA CFM, BUKAN MERUNGUT DI MEDIA SOSIAL
TAKE COMMUNICATIONS SERVICE COMPLAINTS TO CFM, WORLD TIMES NOT GRUMBLE ON SOCIAL MEDIA 125. 18 APRIL NEWS
THE TAKE COMMUNICATIONS SERVICE COMPLAINTS TO CFM, 126. 18 APRIL MALAYSIAN NOT GRUMBLE ON SOCIAL MEDIA PULSE
TAKE COMMUNICATIONS SERVICE COMPLAINTS TO CFM, 127. 19 APRIL BORNEO POST NOT GRUMBLE ON SOCIAL MEDIA
ADU MASALAH PERKHIDMATAN KOMUNIKASI, MULTIMEDIA 128. 19 APRIL BERNAMA PADA CFM, BUKAN MERUNGUT DI MEDIA SOSIAL
ADA KELUARGA? CUBA TANYA EMPAT PERSOALAN INI PADA 129. 19 APRIL SOYA CINCAU DIRI SENDIRI SEBELUM MELANGGAN MANA-MANA PELAN INTERNET
AEC NEWS TAKE COMMUNICATIONS SERVICE COMPLAINTS TO CFM, 130. 19 APRIL TODAY NOT GRUMBLE ON SOCIAL MEDIA
131. 2 MAY LAWYERMENT CFM – TYPE OF COMPLAINTS CAN YOU MAKE
132. 17 JUNE MY METRO AWAT JADI LAGU TU…
PRESS READER - 133. 18 JUNE SINGGAH DI BAHU JALAN CARI LIPUTAN TELEFON HARIAN METRO
PENAMBAHBAIKAN PENYELESAIAN ADUAN PENGGUNA MREM 134. 24 JUNE MELALUI KAJIAN SEMULA KOD AMALAN AM PENGGUNA BERNAMA (GCC)
CFM ANNUAL 50 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
IMPROVEMENT OF CONSUMER COMPLAINTS HANDLING MREM 135. 24 JUNE RESOLUTION THROUGH GENERAL CONSUMER CODE (GCC) BERNAMA REVIEW
PENAMBAHBAIKAN PENYELESAIAN ADUAN PENGGUNA 136. 24 JUNE BERNAMA MELALUI GCC
IMPROVED CONSUMER COMPLAINT RESOLUTIONS 137. 24 JUNE BERNAMA THROUGH GCC
138. 24 JUNE BERNAMA KAJIAN SEMULA GCC MANFAATKAN PENGGUNA
139. 24 JUNE BERNAMA GCC REVIEW TO BENEFIT CONSUMERS
IMPROVEMENT OF CONSUMER COMPLAINTS HANDLING 140. 24 JUNE BERNAMA RESOLUTION THROUGH GENERAL CONSUMER CODE (GCC) REVIEW PENAMBAHBAIKAN PENYELESAIAN ADUAN PENGGUNA 141. 24 JUNE BERNAMA MELALUI KAJIAN SEMULA KOD AMALAN AM PENGGUNA (GCC) IMPROVEMENT OF CONSUMER COMPLAINTS HANDLING BERNAMA 142. 24 JUNE RESOLUTION THROUGH GENERAL CONSUMER CODE (GCC) WIRES REVIEW PENAMBAHBAIKAN PENYELESAIAN ADUAN PENGGUNA BERNAMA 143. 24 JUNE MELALUI KAJIAN SEMULA KOD AMALAN AM PENGGUNA WIRES (GCC) BERNAMA 144. 24 JUNE LIBRARY & KAJIAN SEMULA GCC MANFAATKAN PENGGUNA INFOLINK BERNAMA 145. 24 JUNE LIBRARY & GCC REVIEW TO BENEFIT CONSUMERS INFOLINK BERNAMA 146. 24 JUNE BERITA KAJIAN SEMULA GCC MANFAATKAN PENGGUNA WILAYAH LIFESTYLE 147. 24 JUNE & YOUTH KAJIAN SEMULA GCC MANFAATKAN PENGGUNA BERNAMA IMPROVEMENT OF CONSUMER COMPLAINTS HANDLING NAM NEWS 148. 24 JUNE RESOLUTION THROUGH GENERAL CONSUMER CODE (GCC) NETWORK REVIEW BINTULU 149. 24 JUNE DIGITAL GCC REVIEW TO BENEFIT CONSUMERS MARKETING
150. 24 JUNE KKMM PORTAL GCC REVIEW TO BENEFIT CONSUMERS
151. 24 JUNE COMPARE HERO CFM ENSURES BETTER COMPLAINTS MANAGEMENT
152. 24 JUNE ASEAN LIP GCC REVIEW TO BENEFIT CONSUMERS
CFM ANNUAL 51 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
153. 25 JUNE KKMM PORTAL KAJIAN SEMULA GCC MANFAATKAN PENGGUNA
KAJIAN SEMULA KOD AMALAN AM PENGGUNA (GCC) BERNAMA 154. 25 JUNE PENTING UNTUK MEMASTIKAN HAK PENGGUNA DILINDUNGI FACEBOOK SECARA OPTIMUM
BERNAMA 155. 25 JUNE KAJIAN SEMULA GCC MANFAATKAN PENGGUNA TWITTER
BORNEO POST 156. 25 JUNE GCC REVIEW TO BENEFIT CONSUMERS ONLINE
THE 157. 25 JUNE MALAYSIAN GCC REVIEW TO BENEFIT CONSUMERS PULSE
BERNAMA 158. 25 JUNE CFM DIALOGUE 2019 FACEBOOK
MALAYSIAN CFM: IMPROVE CONSUMER COMPLAINTS HANDLING, GCC 159. 25 JUNE WIRELESS CRUCIAL TO BE REVIEWED
MALAYSIAN CFM: IMPROVE CONSUMER COMPLAINTS HANDLING, GCC 160. 25 JUNE WIRELESS CRUCIAL TO BE REVIEWED TWITTER MALAYSIAN CFM: IMPROVE CONSUMER COMPLAINTS HANDLING, GCC 161. 25 JUNE WIRELESS CRUCIAL TO BE REVIEWED FACEBOOK
BERNAMA NOTE TO EDITOR - CFM DIALOGUE 2019: “THE CHANGING 162. 28 JUNE MREM LANDSCAPE OF MALAYSIA’S BROADBAND”
BERNAMA NOTE TO EDITOR - CFM DIALOGUE 2019: “THE CHANGING 163. 28 JUNE WIRES LANDSCAPE OF MALAYSIA’S BROADBAND”
164. 2 JULY LABUAN TIMES GCC REVIEW TO BENEFIT CONSUMERS
UTUSAN INTERNET LUAR BANDAR AMAT LEMAH, 777 ADUAN KUALITI 165. 2 JULY ONLINE TERUK DITERIMA CFM SEJAK 2018 FACEBOOK UTUSAN INTERNET LUAR BANDAR AMAT LEMAH, 777 ADUAN KUALITI 166. 2 JULY ONLINE TERUK DITERIMA CFM SEJAK 2018 TWITTER
JALUR LEBAR: KKMM LETAK KPI KEPADA SYARIKAT TELCO 167. 2 JULY BERNAMA ATASI ADUAN PELANGGAN
BERITA HARIAN KPI UNTUK TELCO SELESAI ADUAN JALUR LEBAR PINGGIR 168. 2 JULY ONLINE BANDAR
THE MINISTRY SETS KPI TO BOOST TELCOS’ EFFECTIVENESS IN 169. 2 JULY MALAYSIAN RESOLVING COMPLAINTS INSIGHT
170. 2 JULY MALAYSIA KINI KERAJAAN LETAK KPI PADA SYARIKAT TELEKOMUNIKASI
BERNAMA JALUR LEBAR: KKMM LETAK KPI KEPADA SYARIKAT TELCO 171. 2 JULY RADIO PORTAL ATASI ADUAN PELANGGAN
CFM ANNUAL 52 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
BERNAMA JALUR LEBAR: KKMM LETAK KPI KEPADA SYARIKAT TELCO 172. 2 JULY RADIO ATASI ADUAN PELANGGAN FACEBOOK
KKMM LETAK KPI KEPADA SYARIKAT TELCO ATASI ADUAN 173. 2 JULY INFO RAKYAT PELANGGAN
BERITA RTM N7 - PENEMBUSAN JALUR LEBAR - KURANG MEMUASKAN DI 174. 3 JULY YOUTUBE KAWASAN LUAR BANDAR
PENEMBUSAN JALUR LEBAR DI KAWASAN PEDALAMAN BERITA RTM MASIH BERADA DI TAHAP TIDAK MEMUASKAN 175. 3 JULY FACEBOOK
BULETIN TV3 CAPAIAN JALUR LEBAR - SYARIKAT TELCO PERLU SELESAI 176. 3 JULY YOUTUBE ADUAN DALAM MASA SINGKAT
COMMUNICATIONS AND MULTIMEDIA MINISTRY SPECIFIES THE EDGE 17 7. 3 JULY KPI FOR TELCO COMPANIES TO RESOLVE CUSTOMERS’ MARKETS COMPLAINTS
KKMM LETAK KPI SYARIKAT TELCO SELESAI ADUAN 178. 3 JULY SELANGOR KINI PELANGGAN
JALUR LEBAR: KKMM LETAK KPI KEPADA SYARIKAT TELCO 179. 3 JULY BEBAS NEWS ATASI ADUAN PELANGGAN
MALAYSIA KKMM LETAK KPI KEPADA SYARIKAT TELCO ATASI ADUAN 180. 3 JULY AKTIF PELANGGAN - GOBIND
CFM 2019 DIALOGUE SESSION: A CONSTRUCTIVE MREM 181. 3 JULY DISCUSSION PLATFORM ON THE CHALLENGES AND THE BERNAMA FUTURE OF BROADBAND IN MALAYSIA SESI DIALOG CFM 2019: PLATFORM PERBINCANGAN MREM 182. 3 JULY KONSTRUKTIF MENGENAI CABARAN DAN MASA DEPAN BERNAMA JALUR LEBAR DI MALAYSIA CFM 2019 DIALOGUE SESSION: A CONSTRUCTIVE 183. 3 JULY BERNAMA DISCUSSION PLATFORM ON THE CHALLENGES AND THE FUTURE OF BROADBAND IN MALAYSIA SESI DIALOG CFM 2019: PLATFORM PERBINCANGAN 184. 3 JULY BERNAMA KONSTRUKTIF MENGENAI CABARAN DAN MASA DEPAN JALUR LEBAR DI MALAYSIA SESI DIALOG CFM 2019: PLATFORM PERBINCANGAN BERNAMA 185. 3 JULY KONSTRUKTIF MENGENAI CABARAN DAN MASA DEPAN WIRES JALUR LEBAR DI MALAYSIA CFM 2019 DIALOGUE SESSION: A CONSTRUCTIVE BERNAMA 186. 3 JULY DISCUSSION PLATFORM ON THE CHALLENGES AND THE WIRES FUTURE OF BROADBAND IN MALAYSIA
SESI DIALOG CFM 2019 BERI PENDEDAHAN MENGENAI ISU 187. 3 JULY BERNAMA JALUR LEBAR
188. 3 JULY BERNAMA ENLIGHTENING DIALOGUE HAD AT CFM EVENT
BERNAMA SESI DIALOG CFM 2019 BERI PENDEDAHAN MENGENAI ISU 189. 3 JULY LIBRARY & JALUR LEBAR INFOLINK
CFM ANNUAL 53 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
BERNAMA 190. 3 JULY LIBRARY & ENLIGHTENING DIALOGUE HAD AT CFM EVENT INFOLINK LIFESTYLE SESI DIALOG CFM 2019 BERI PENDEDAHAN MENGENAI ISU 191. 3 JULY & YOUTH JALUR LEBAR BERNAMA LIFESTYLE 192. 3 JULY & YOUTH ENLIGHTENING DIALOGUE HAD AT CFM EVENT BERNAMA CFM 2019 DIALOGUE SESSION: A CONSTRUCTIVE NAM NEWS 193. 3 JULY DISCUSSION PLATFORM ON THE CHALLENGES AND THE NETWORK FUTURE OF BROADBAND IN MALAYSIA
SESI DIALOG CFM 2019 BERI PENDEDAHAN MENGENAI ISU 194. 3 JULY KKMM PORTAL JALUR LEBAR
195. 3 JULY KKMM PORTAL ENLIGHTENING DIALOGUE HAD AT CFM EVENT
BERITA HARIAN ADUAN DITERIMA PERKHIDMATAN JALUR LEBAR 196. 3 JULY ONLINE BERKURANGAN
OUR 25 MILLION ACTIVE INTERNET USERS IN NEARLY e-NANYANG 197. 3 JULY FORTY PERCENT OF THE INTERNET FOR 1-4 HOURS A DAY SIANG PAU (CHINESE) OUR 25 MILLION ACTIVE INTERNET USERS IN NEARLY KLSE 198. 3 JULY FORTY PERCENT OF THE INTERNET FOR 1-4 HOURS A DAY SCREENER (CHINESE)
HITECH CFM DIALOGUE 2019 TALKS MORE ABOUT THE FUTURE OF 199. 3 JULY CENTURY BROADBAND IN MALAYSIA
BERNAMA SESI DIALOG CFM 2019 BERI PENDEDAHAN MENGENAI ISU 200. 3 JULY FACEBOOK JALUR LEBAR
BERNAMA SESI DIALOG CFM 2019 BERI PENDEDAHAN MENGENAI ISU 201. 3 JULY TWITTER JALUR LEBAR
THE 202. 4 JULY MALAYSIAN COMPLAINTS ON HIGH-SPEED BROADBAND DOWN 47% RESERVE
MARKETING 203. 4 JULY CFM CONDUCTS DIALOGUE ON FUTURE BROADBAND MAGAZINE ASIA
MARKETING 204. 4 JULY MAGAZINE ASIA CFM CONDUCTS DIALOGUE ON FUTURE BROADBAND FB
MALAYSIAN THE MAJOR PROBLEM WITH CONSUMER FORUM MALAYSIA 205. 5 JULY WIRELESS (CFM) - OPINION
MALAYSIAN THE MAJOR PROBLEM WITH CONSUMER FORUM MALAYSIA 206. 5 JULY WIRELESS (CFM) - OPINION FACEBOOK
BERNAMA SESI DIALOG CFM 2019 BERI PENDEDAHAN MENGENAI ISU 207. 8 JULY FACEBOOK JALUR LEBAR
BERNAMA WEB IN FOCUS: SESI DIALOG CFM 2019 BERI PENDEDAHAN 208. 8 JULY TV MENGENAI ISU JALUR LEBAR
CFM ANNUAL 54 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
IKIM FM 209. 15 JULY PERSEDIAAN JEMAAH HAJI DI TANAH SUCI FACEBOOK
PRESS READER - 210. 18 JULY KPI BERDASARKAN PENYELESAIAN ADUAN HARIAN METRO
MALAYSIA CFM BERJAYA SELESAIKAN 97 PERATUS ADUAN MASALAH 211. 31 JULY GAZETTE RANGKAIAN
BERITA HARIAN 212. 31 JULY ADUAN KEPADA CFM MENINGKAT 161 PERATUS ONLINE
BH ONLINE 213. 31 JULY ADUAN KEPADA CFM MENINGKAT 161 PERATUS FACEBOOK
BERITA HARIAN 214. 31 JULY ADUAN KEPADA CFM MENINGKAT 161 PERATUS TWITTER
215. 31 JULY SIN CHEW DAILY CFM 6 MONTHS TO ANSWER 4,635 COMPLAINTS (CHINESE)
216. 31 JULY BERNAMA CFM TERIMA 4,635 ADUAN BAGI TEMPOH JAN-JUN 2019
DISRUPTION, NETWORK ISSUES REMAIN TOP TELCO ISSUE 217. 31 JULY BERNAMA – CFM
BERNAMA 218. 31 JULY LIBRARY & CFM TERIMA 4,635 ADUAN BAGI TEMPOH JAN-JUN 2019 INFOLINK BERNAMA DISRUPTION, NETWORK ISSUES REMAIN TOP TELCO ISSUE 219. 31 JULY LIBRARY & – CFM INFOLINK CFM TERIMA 4,635 ADUAN BAGI TEMPOH JAN-JUN BERNAMA 220. 31 JULY 2019, MASALAH RANGKAIAN ADUAN TERTINGGI – TIMB FACEBOOK PENGERUSI
BERNAMA 221. 31 JULY CFM TERIMA 4,635 ADUAN BAGI TEMPOH JAN-JUN 2019 FACEBOOK
BERNAMA 222. 31 JULY CFM TERIMA 4,635 ADUAN BAGI TEMPOH JAN-JUN 2019 TWITTER
LIFESTYLE 223. 31 JULY & YOUTH CFM TERIMA 4,635 ADUAN BAGI TEMPOH JAN-JUN 2019 BERNAMA
ASTRO AWANI 97 PERATUS ADUAN GANGGUAN PERKHIDMATAN 224. 31 JULY ONLINE TELEKOMUNIKASI BERJAYA DISELESAIKAN CFM
ASTRO AWANI 225. 31 JULY 4,635 ADUAN 6 BULAN PERTAMA TAHUN INI – CFM ONLINE
ASTRO AWANI 97 PERATUS ADUAN GANGGUAN PERKHIDMATAN 226. 31 JULY TWITTER TELEKOMUNIKASI BERJAYA DISELESAIKAN CFM
ASTRO AWANI 97 PERATUS ADUAN GANGGUAN PERKHIDMATAN 227. 31 JULY FACEBOOK TELEKOMUNIKASI BERJAYA DISELESAIKAN CFM
ASTRO AWANI 228. 31 JULY 4,635 ADUAN 6 BULAN PERTAMA TAHUN INI – CFM YOUTUBE
CFM ANNUAL 55 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
CFM MENERIMA 4,635 ADUAN DARIPADA PENGGUNA BERNAMA 229. 31 JULY DALAM TEMPOH ENAM BULAN PERTAMA TAHU INI RADIO TWITTER MELONJAK 161 PERATUS BERNAMA 230. 31 JULY RADIO CFM TERIMA 4,635 ADUAN BAGI TEMPOH JAN-JUN FACEBOOK NTV7 231. 31 JULY MANDARIN MEDIUM HAK DAN ADUAN UNTUK PENGGUNA (CHINESE) NEWS YOUTUBE NTV7 MANDARIN 232. 31 JULY MEDIUM HAK DAN ADUAN UNTUK PENGGUNA (CHINESE) NEWS FACEBOOK
8TV NEWS 233. 31 JULY CFM WANT PUBLIC TO BE CAUTIOUS (CHINESE) YOUTUBE
8TV NEWS 234. 31 JULY CFM WANT PUBLIC TO BE CAUTIOUS (CHINESE) FACEBOOK
e-NANYANG CFM FIRST HALF OF 4635 THEN MOST COMPLAINTS WERE 235. 31 JULY SIANG PAU NETWORK PROBLEMS (CHINESE)
GUANG MING YUSRIZAL: OVER 45% OF 4,635 CYBER DISPUTE 236. 31 JULY DAILY COMPLAINTS IN THE FIRST HALF OF THE YEAR (CHINESE)
SIN CHEW DAILY CFM, 4635 COMPLAINTS IN 6 FIRST MONTHS OF THE YEAR 237. 31 JULY ONLINE (CHINESE)
CHINA PRESS CFM, 4635 COMPLAINTS IN 6 FIRST MONTHS OF THE YEAR 238. 31 JULY ONLINE (CHINESE)
CFM, 4635 COMPLAINTS IN 6 FIRST MONTHS OF THE YEAR 239. 31 JULY ORIENTAL DAILY (CHINESE)
SOYA CINCAU ADUAN KEPADA CFM MENINGKAT LEBIH 2 KALI GANDA 240. 31 JULY BM BERBANDING TAHUN LEPAS
ADUAN BERKENAAN DIRECT CARRIER BILLING KIAN SOYA CINCAU 241. 31 JULY MENINGKAT. SENTIASA SEMAK DAN PANTAU BUTIRAN BIL BM TWITTER BIL ATAY KREDIT PRABAYAR ANDA ADUAN BERKENAAN DIRECT CARRIER BILLING KIAN SOYA CINCAU 242. 31 JULY MENINGKAT. SENTIASA SEMAK DAN PANTAU BUTIRAN BIL BM FACEBOOK BIL ATAY KREDIT PRABAYAR ANDA
THE SUN DAILY DISRUPTION AND NETWORK ISSUES REMAIN TOP TELCO 243. 31 JULY ONLINE ISSUE: CFM
244. 31 JULY KKMM PORTAL CFM TERIMA 4,635 ADUAN BAGI TEMPOH JAN-JUN 2019
DISRUPTION, NETWORK ISSUES REMAIN TOP TELCO ISSUE 245. 31 JULY KKMM PORTAL – CFM
WORLD TIMES 97 PERATUS ADUAN GANGGUAN PERKHIDMATAN 246. 31 JULY NEWS TELEKOMUNIKASI BERJAYA DISELESAIKAN CFM
WORLD TIMES DISRUPTION AND NETWORK ISSUES REMAIN TOP TELCO 247. 31 JULY NEWS ISSUE: CFM
CFM ANNUAL 56 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
MREM MASALAH RANGKAIAN – ADUAN TERTINGGI DILAPORKAN 248. 1 AUGUST BERNAMA PENGGUNA KEPADA CFM BAGI SETENGAH TAHUN 2019
MREM NETWORK ISSUE – THE HIGHEST COMPLAINT REPORTED BY 249. 1 AUGUST BERNAMA CONSUMERS’ TO CFM FOR HALF-YEAR 2019
BERNAMA MASALAH RANGKAIAN – ADUAN TERTINGGI DILAPORKAN 250. 1 AUGUST WIRES PENGGUNA KEPADA CFM BAGI SETENGAH TAHUN 2019
BERNAMA NETWORK ISSUE – THE HIGHEST COMPLAINT REPORTED BY 251. 1 AUGUST WIRES CONSUMERS’ TO CFM FOR HALF-YEAR 2019
BERNAMA INFOGRAPHICS: COMMUNICATION AND MULTIMEDIA 252. 1 AUGUST TWITTER CONSUMER COMPLAINTS FROM JAN UNTIL JUNE
BERNAMA INFOGRAFIK: ADUAN PENGGUNA KOMUNIKASI DAN 253. 1 AUGUST TWITTER MULTIMEDIA BAGI TEMPOH JANUARI HINGGA JUN
254. 1 AUGUST BNC TWITTER CFM TERIMA 4,635 ADUAN BAGI TEMPOH JAN-JUN 2019
255. 1 AUGUST BNC FACEBOOK CFM TERIMA 4,635 ADUAN BAGI TEMPOH JAN-JUN 2019
PRESS READER 256. 1 AUGUST – BERITA ISU RANGKAIAN ADUAN TERTINGGI HARIAN
HARIAN METRO 257. 1 AUGUST JUMLAH ADUAN NAIK 161% ONLINE
PRESS READER 258. 1 AUGUST – HARIAN JUMLAH ADUAN NAIK 161% METRO
GANGGUAN PERKHIDMATAN, BIL TINGGI ANTARA 4,635 259. 1 AUGUST KOSMO ONLINE ADUAN DITERIMA
260. 1 AUGUST DAILY MOTION 4,635 ADUAN 6 BULAN PERTAMA TAHUN INI – CFM
THERA ARE 161% MORE NETWORK COMPLAINTS IN 261. 1 AUGUST SOYA CINCAU MALAYSIA FOR THE FIRST HALF OF 2019
SOYA CINCAU THERA ARE 161% MORE NETWORK COMPLAINTS IN 262. 1 AUGUST TWITTER MALAYSIA FOR THE FIRST HALF OF 2019
THE BULK OF THE COMPLAINTS RECEIVED BY CFM ARE FOR SOYA CINCAU NETWORK ISSUES SUCH AS SERVICE DISRUPTION, SERVICE 263. 1 AUGUST FACEBOOK DOWNTIME, POOR 4G/LTE COVERAGE AND NO COVERAGE FOR HIGH-SPEED BROADBAND.
NETWORK COMPLAINTS IN MALAYSIA SOAR 161PC IN H1 264. 1 AUGUST MALAY MAIL 2019
MALAY MAIL NETWORK COMPLAINTS IN MALAYSIA SOAR 161PC IN H1 265. 1 AUGUST TWITTER 2019
NETWORK COMPLAINTS IN MALAYSIA SOAR 161PC IN H1 266. 1 AUGUST YAHOO NEWS 2019
NEW SARAWAK 267. 1 AUGUST TRIBUNE NETWORK ISSUE MOST COMPLAINT REPORTED ONLINE
CFM ANNUAL 57 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
NETWORK ISSUES RECORDED THE HIGHEST NUMBER OF THE ONLINE 268. 1 AUGUST COMPLAINTS REPORTED BY CONSUMERS IN MALAYSIA FOR CITIZEN THE FIRST HALF OF 2019 NETWORK ISSUES RECORDED THE HIGHEST NUMBER OF THE ONLINE COMPLAINTS REPORTED BY CONSUMERS IN MALAYSIA FOR 269. 1 AUGUST CITIZEN THE FIRST HALF OF 2019 FACEBOOK
THE ONLINE NETWORK ISSUES RECORDED THE HIGHEST NUMBER OF 270. 1 AUGUST CITIZEN COMPLAINTS REPORTED BY CONSUMERS IN MALAYSIA FOR TWITTER THE FIRST HALF OF 2019
NAM NEWS NETWORK ISSUE – THE HIGHEST COMPLAINT REPORTED BY 271. 1 AUGUST NETWORK CONSUMERS’ TO CFM FOR HALF-YEAR OF 2019
THE NETWORK COMPLAINTS IN MALAYSIA SOAR 161PC IN H1 272. 1 AUGUST MALAYSIAN 2019 PULSE THE DISRUPTION, NETWORK PROBLEMS REMAIN TOP TELCO 273. 1 AUGUST MALAYSIAN ISSUES RESERVE
THE WORLD NETWORK COMPLAINTS IN MALAYSIA SOAR 161PC IN H1 274. 1 AUGUST NEWS 2019
WORLD TIMES NETWORK COMPLAINTS IN MALAYSIA SOAR 161PC IN H1 275. 1 AUGUST NEWS 2019
WORLD TIMES GANGGUAN PERKHIDMATAN, BIL TINGGI ANTARA 4,635 276. 1 AUGUST NEWS ADUAN DITERIMA
27 7. 1 AUGUST DEWAN BERITA JUMLAH ADUAN NAIK 161%
NETWORK COMPLAINTS IN MALAYSIA SOAR 161PC IN H1 278. 1 AUGUST HEAD TOPICS 2019
NETWORK COMPLAINTS IN MALAYSIA SOAR 161PC IN H1 279. 1 AUGUST MSN NEWS 2019
280. 1 AUGUST MSN NEWS JUMLAH ADUAN NAIK 161%
281. 1 AUGUST MSN NEWS ADUAN KEPADA CFM MENINGKAT 161 PERATUS
MALAYSIA 282. 1 AUGUST ADUAN KEPADA CFM MENINGKAT 161 PERATUS SHAFAQNA
283. 2 AUGUST BERNAMA MOHANA MOHARIFF APPOINTED AS CFM CHAIRMAN
284. 2 AUGUST BERNAMA MOHANA DILANTIK PENGERUSI BAHARU CFM
BERNAMA 285. 2 AUGUST LIBRARY & MOHANA DILANTIK PENGERUSI BAHARU CFM INFOLINK BERNAMA 286. 2 AUGUST LIBRARY & MOHANA MOHARIFF APPOINTED AS CFM CHAIRMAN INFOLINK
CFM ANNUAL 58 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
THE CFM ANNOUNCES THE APPOINTMENT OF 13 NEW BERNAMA COUNCIL MEMBERS FOR THE 2019-2021 SESSION 287. 2 AUGUST FACEBOOK INCLUDING NEW CHAIRMAN DATIN MOHANA MOHARIFF FOLLOWING ITS RECENT 18TH AGM
BERNAMA 288. 2 AUGUST MOHANA DILANTIK PENGERUSI BAHARU CFM TWITTER
LIFESTYLE 289. 2 AUGUST & YOUTH MOHANA MOHARIFF APPOINTED AS CFM CHAIRMAN BERNAMA
UTUSAN 290. 2 AUGUST MOHANA DILANTIK PENGERUSI BAHARU CFM ONLINE
UTUSAN 291. 2 AUGUST ONLINE MOHANA DILANTIK PENGERUSI BAHARU CFM FACEBOOK UTUSAN 292. 2 AUGUST ONLINE MOHANA DILANTIK PENGERUSI BAHARU CFM TWITTER
THE WORLD 293. 2 AUGUST MOHANA DILANTIK PENGERUSI BAHARU CFM NEWS
WORLD TIMES 294. 2 AUGUST MOHANA DILANTIK PENGERUSI BAHARU CFM NEWS
NETWORK ISSUES RECORDED THE HIGHEST NUMBER OF AEC NEWS 295. 2 AUGUST COMPLAINTS REPORTED BY CONSUMERS IN MALAYSIA FOR TODAY THE FIRST HALF OF 2019
296. 2 AUGUST KKMM PORTAL MOHANA DILANTIK PENGERUSI BAHARU CFM
297. 2 AUGUST KKMM PORTAL MOHANA MOHARIFF APPOINTED AS CFM CHAIRMAN
SINAR HARIAN 298. 2 AUGUST MOHANA DILANTIK PENGERUSI BAHARU CFM ONLINE
SINAR HARIAN 299. 2 AUGUST MOHANA DILANTIK PENGERUSI BAHARU CFM TWITTER
SINAR HARIAN INFOGRAFIK: ADUAN PENGGUNA KOMUNIKASI DAN 300. 2 AUGUST ONLINE MULTIMEDIA BAGI TEMPOH JANUARI HINGGA JUN
SINAR HARIAN INFOGRAFIK: ADUAN PENGGUNA KOMUNIKASI DAN 301. 2 AUGUST FACEBOOK MULTIMEDIA BAGI TEMPOH JANUARI HINGGA JUN
MALAYSIAN COMPLAINTS ON TELEKOM MALAYSIA ALMOST DOUBLED IN 302. 5 AUGUST WIRELESS 2018 - CFM
MALAYSIAN COMPLAINTS ON TELEKOM MALAYSIA ALMOST DOUBLED IN 303. 5 AUGUST WIRELESS 2018 - CFM FACEBOOK
BERNAMA 304. 6 AUGUST MOHANA DILANTIK PENGERUSI BAHARU CFM FACEBOOK
BERNAMA IN FOCUS: PERLANTIKAN PENGERUSI BAHARU CFM SESI 305. 6 AUGUST YOUTUBE 2019-2021
CFM ANNUAL 59 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
CFM CONNECTS WITH CONSUMERS IN MERDEKA 306. 28 AUGUST BERNAMA EXPLORACE
BERNAMA CFM CONNECTS WITH CONSUMERS IN MERDEKA 307. 28 AUGUST TWITTER EXPLORACE
CFM CELEBRATES THE 2019 NATIONAL DAY BY HOSTING A BERNAMA 308. 28 AUGUST MERDEKA EXPLORACE TO CONNECT LOCAL CONSUMERS FACEBOOK RIGHTS IN THE C&M INDUSTRY
N1 - ASPIRASI MERDEKA PAHANGFM SUNTIK SEMANGAT 309. 28 AUGUST RTM TV1 SAYANGKAN NEGARA (LIVE CROSS)
BERITA RTM N1 - ASPIRASI MERDEKA PAHANGFM SUNTIK SEMANGAT 310. 28 AUGUST NASIONAL SAYANGKAN NEGARA (LIVE CROSS) YOUTUBE
N8 - SUSUN GAMBAR MERDEKA TERBESAR CATAT REKOD 311. 28 AUGUST RTM TV1 DALAM MBOR
BERITA RTM N8 - SUSUN GAMBAR MERDEKA TERBESAR CATAT REKOD 312. 28 AUGUST NASIONAL DALAM MBOR YOUTUBE
CFM CONNECTS WITH CONSUMERS IN MERDEKA 313. 28 AUGUST KKMM PORTAL EXPLORACE
BERITA TV9 BERITA TV9 @8PM: MANFAAT 5G DAN SALAH GUNA 314. 30 AUGUST YOUTUBE TEKNOLOGI
ELAK CAJ PERANTAUAN TIDAK MUNASABAH: 6 TIP 315. 27 SEPTEMBER LIBUR KURANGKAN CAJ PERANTAUAN ANTARABANGSA
INSENTIF BAHARU GALAKKAN KEMAJUAN EKONOMI 316. 9 OCTOBER BERNAMA DIGITAL
NEW INCENTIVES NEEDED TO ENCOURAGE DEVELOPMENT 317. 9 OCTOBER BERNAMA OF DIGITAL ECONOMY
BERNAMA INSENTIF BAHARU GALAKKAN KEMAJUAN EKONOMI 318. 9 OCTOBER TWITTER DIGITAL
UTUSAN INSENTIF BAHARU GALAKKAN KEMAJUAN EKONOMI 319. 9 OCTOBER BORNEO DIGITAL ONLINE
NEW INCENTIVES NEEDED TO ENCOURAGE DEVELOPMENT 320. 9 OCTOBER THE SUN DAILY OF DIGITAL ECONOMY, SAY INDUSTRY PLAYERS
MY SINCHEW. NEW INCENTIVES NEEDED TO ENCOURAGE DEVELOPMENT 321. 9 OCTOBER COM OF DIGITAL ECONOMY
322. 9 OCTOBER SELANGOR KINI INSENTIF BAHARU GALAK KEMAJUAN EKONOMI DIGITAL
THE NEW INCENTIVES NEEDED TO ENCOURAGE DEVELOPMENT 323. 9 OCTOBER MALAYSIAN OF DIGITAL ECONOMY, SAY INDUSTRY PLAYERS PULSE
INSENTIF BAHARU GALAKKAN KEMAJUAN EKONOMI 324. 9 OCTOBER KKMM PORTAL DIGITAL
NEW INCENTIVES NEEDED TO ENCOURAGE DEVELOPMENT 325 9 OCTOBER KKMM PORTAL OF DIGITAL ECONOMY
CFM ANNUAL 60 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
MHI TV3 326. 21 OCTOBER MHI TV3: SCAM PANGGILAN PALSU FACEBOOK
TV3 MALAYSIA 327. 21 OCTOBER MALAYSIA HARI INI: SCAM PANGGILAN PALSU OFFICIAL
CFM DISARAN TINGKAT KERJASAMA DENGAN UNIVERSITI 328. 30 NOVEMBER BERNAMA ANJUR PROGRAM KESEDARAN ISU KOMUNIKASI, MULTIMEDIA
MCMC URGES CFM TO INCREASE COLLABORATION WITH 329. 30 NOVEMBER BERNAMA VARSITIES
BERNAMA MCMC URGES CFM TO INCREASE COLLABORATION WITH 330. 30 NOVEMBER FACEBOOK VARSITIES
BERNAMA MCMC URGES CFM TO INCREASE COLLABORATION WITH 331. 30 NOVEMBER TWITTER VARSITIES
MALAYSIA CFM, MTSFB, MMU ADVOCATES CONSUMER THROUGH A 332. 30 NOVEMBER INTERNET SYNERGY PROGRAM
CFM DISARAN TINGKAT KERJASAMA DENGAN UNIVERSITI 333. 30 NOVEMBER KKMM PORTAL ANJUR PROGRAM KESEDARAN ISU KOMUNIKASI, MULTIMEDIA
MCMC URGES CFM TO INCREASE COLLABORATION WITH 334. 30 NOVEMBER KKMM PORTAL VARSITIES
MCMC URGES CFM TO INCREASE COLLABORATION WITH 335. 1 DECEMBER THE SUN DAILY VARSITIES
AEC NEWS MCMC URGES CFM TO INCREASE COLLABORATION WITH 336. 1 DECEMBER TODAY VARSITIES
DAILY EXPRESS 337. 2 DECEMBER CONSUMER FORUM URGED TO WORK WITH MORE VARSITIES ONLINE
CFM HAS BEEN URGED TO INCREASE COLLABORATION DAILY EXPRESS 338. 2 DECEMBER WITH HIGHER LEARNING INSTITUTIONS TO ORGANIZE FACEBOOK AWARENESS PROGRAMS CFM HAS BEEN URGED TO INCREASE COLLABORATION DAILY EXPRESS 339. 2 DECEMBER WITH HIGHER LEARNING INSTITUTIONS TO ORGANIZE TWITTER AWARENESS PROGRAMS
HARIAN METRO 340. 11 DECEMBER 5,800 NOMBOR TELEFON DITAMATKAN ONLINE
2019 CFM DIALOGUE AIMS TO EDUCATE USERS ON ONLINE 341. 19 DECEMBER BERNAMA SAFETY
DIALOG CFM 2019 DIDIK PENGGUNA TENTANG 342. 19 DECEMBER BERNAMA KESELAMATAN DALAM TALIAN
BERNAMA #ICYMI SESI DIALOG CFM 2019 DIDIK PENGGUNA TENTANG 343. 19 DECEMBER TWITTER KESELAMATAN DALAM TALIAN
BERNAMA SESI DIALOG #CFM2019 DIDIK PENGGUNA TENTANG 344. 19 DECEMBER TWITTER KESELAMATAN DALAM TALIAN
SESI DIALOG CFM 2019 DIDIK PENGGUNA TENTANG 345. 19 DECEMBER KKMM PORTAL KESELAMATAN DALAM TALIAN
CFM ANNUAL 61 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
2019 CFM DIALOGUE AIMS TO EDUCATE USERS ON ONLINE 346. 19 DECEMBER KKMM PORTAL SAFETY
PENGERUSI CFM BERKATA PENGANJURAN PROGRAM DENGAN SOKONGAN MCMC ITU DIHARAP DAPAT BERNAMA 347. 20 DECEMBER MEMBERIKAN MAKLUMAT PENTING DAN PENJELASAN FACEBOOK MENGENAI KESELAMATAN DALAM TALIAN UNTUK MEMUPUK BUDAYA PENGGUNA YANG BERPENGETAHUAN. #ICYMI MENDIDIK PENGGUNA MENGENAI KESELAMATAN BERNAMA 348. 20 DECEMBER DALAM TALIAN DI MALAYSIA MENJADI TUMPUAN SESI FACEBOOK DIALOG CFM 2019 ANJURAN CFM DI UKM.
SATELLITE SESI DIALOG CFM 2019 DIDIK PENGGUNA TENTANG 349. 20 DECEMBER NEWS KESELAMATAN DALAM TALIAN
350. 23 DECEMBER SELANGOR KINI DIDIK PENGGUNA KESELAMATAN INTERNET
NASIONAL FM 351. 24 DECEMBER KELEBIHAN & KELEMAHAN E-DOMPET FB LIVE
CFM ANNUAL 62 REPORT 2019 CPR BUREAU
BLOG
NO DATE MEDIA OUTLET TITLE
NEWS CFM MENAWARKAN HADIAH WANG TUNAI RM8,500 KEPADA 1. 12 FEBRUARY SENTIMENT PEMENANG DALAM PERTANDINGAN CFM ANIMATCH 2019
CFM ANIMATCH 2019 – PELUANG PENGGIAT DUNIA ANIMASI 2. 12 FEBRUARY OH! SEMPUT TEMPATAN UNTUK REBUT WANG TUNAI SEHINGGA RM20,000
TRENDING CFM ANIMATCH 2019 CALLS FOR ENTRIES 3. 13 FEBRUARY SNIPPETS
THE CFM ANIMATCH 2019 CALLS FOR ENTRIES 4. 13 FEBRUARY MALAYSIAN PULSE RM8,500 CASH PRIZE AWAITS CFM ANIMATCH 2019 5. 13 FEBRUARY CERBEE NEWS CONTEST WINNER
RM8,500 CASH PRIZE AWAITS CFM ANIMATCH 2019 6. 13 FEBRUARY HEADTOPICS CONTEST WINNER
PERTANDINGAN VIDEO CFM ANIMATCH 2019 TAWAR HADIAH 7. 13 FEBRUARY SMKTPB WANG TUNAI RM8,500 – BERNAMA
RM8,500 CASH PRIZE AWAITS CFM ANIMATCH 2019 8. 13 FEBRUARY NOOVELL CONTEST WINNER
CFM ANIMATCH 9. 15 FEBRUARY OFFSPADE
HIGHEST NUMBER OF COMPLAINTS 2018 ABOUT NETWORK 10. 28 MARCH HEADTOPICS AND PRICE ISSUES
CFM RECEIVED OVER 6,000 COMPLAINTS ON 11. 28 MARCH LOWYAT.COM COMMUNICATIONS AND MULTIMEDIA SERVICES IN 2018 – TECH NEWS
NEWS CFM RECEIVED OVER 6,000 COMPLAINTS ON 12. 28 MARCH MALAYSIA COMMUNICATIONS AND MULTIMEDIA SERVICES IN 2018
CFM TERIMA 6,330 ADUAN 13. 28 MARCH WORLD NEWS
MASALAH RANGKAIAN DAN HARGA ADUAN TERTINGGI 2018 14. 29 MARCH ANGAH NET
KL CHINA I AM NOT SATISFIED WITH THE COMMUNICATION AND 15. 28 APRIL PRESS MULTIMEDIA SERVICES, I CAN COMPLAIN TO CFM
BARANG MEMANAH PUN NAK SCAM?? 16. 15 JUNE ARROUHA
JALUR LEBAR: KKMM LETAK KPI KEPADA SYARIKAT TELCO 17. 2 JULY SIAKAP KELI ATASI ADUAN PELANGGAN
GENERAL: DISRUPTION AND NETWORK ISSUES REMAIN TOP 18. 31 JULY CLI9 NEWS TELCO ISSUE: CFM
SUPER- 19. 1 AUGUST 4,635 ADUAN 6 BULAN PERTAMA TAHUN INI – CFM NEWSWORLD
THERA ARE 161% MORE NETWORK COMPLAINTS IN 20. 1 AUGUST HEAD TOPICS MALAYSIA FOR THE FIRST HALF OF 2019
CFM ANNUAL 63 REPORT 2019 CPR BUREAU
NO DATE MEDIA OUTLET TITLE
NETWORK COMPLAINTS IN MALAYSIA SOAR 161PC IN H1 21. 1 AUGUST MESRA MOBILE 2019
INFO MALAYSIA 97 PERATUS ADUAN GANGGUAN PERKHIDMATAN 22. 1 AUGUST ONLINE TELEKOMUNIKASI BERJAYA DISELESAIKAN CFM
CFM, 4635 COMPLAINTS IN 6 FIRST MONTHS OF THE YEAR 23. 1 AUGUST KWONG WAH (CHINESE)
MALAYSIA THERA ARE 161% MORE NETWORK COMPLAINTS IN 24. 1 AUGUST TXOS MALAYSIA FOR THE FIRST HALF OF 2019
25. 2 AUGUST SERENDEPUTY MOHANA DILANTIK PENGERUSI BAHARU CFM
DISSATISFIED WITH TELECOMMUNICATIONS COMPANY 26. 2 AUGUST THE LC PRESS SERVICES? THE CORRECT WAY TO MAKE A COMPLAINT (CHINESE)
NETWORK COMPLAINTS IN MALAYSIA SOAR 161PC IN H1 27. 2 AUGUST NEWS LOCKER 2019
NEWS NETWORK COMPLAINTS IN MALAYSIA SOAR 161PC IN H1 28. 2 AUGUST MALAYSIA LIFE 2019
NETWORK ISSUES RECORDED THE HIGHEST NUMBER OF CREDIT 29. 2 AUGUST COMPLAINTS REPORTED BY CONSUMERS IN MALAYSIA FOR COMPLAINTS THE FIRST HALF OF 2019
FUNNY VIDEO 30. 2 AUGUST 4,635 ADUAN 6 BULAN PERTAMA TAHUN INI – CFM ONLINE
BUSINESS: MOHANA MOHARIFF APPOINTED AS CFM 31. 2 AUGUST CLI9 NEWS CHAIRMAN
32. 2 AUGUST CLI9 NEWS MOHANA DILANTIK PENGERUSI BAHARU CFM
JK GLOBAL CFM, MTSFB, MMU ADVOCATES CONSUMER THROUGH A 33. 1 DECEMBER MEDIA SYNERGY PROGRAM
CFM ANNUAL 64 REPORT 2019 CPR BUREAU
PUBLICATION SHOUT is one of CFM’s communications tools to empower consumers in Malaysia on their rights in the communications and multimedia industry. In 2019, CFM published our SHOUT Bumper Edition 2019.
The bumper edition becomes the 25th edition of CFM SHOUT that is packed with more content than the usual edition with a focus on “digital society” such as tips to become a YouTube content creator, the essential devices to become a vlogger, tips on how to declutter our social media timeline to make us a happier and positive person, the adoption of e-Wallet in our daily life, and even tips to maintain our online privacy.
Fronting our SHOUT Bumper Edition 2019 is the Chief Executive Officer (CEO) of Malaysian Global Innovation & Creativity Centre (MaGIC), Dzuleira Abu Bakar where she shares about her views on the entrepreneurship landscape in Malaysia and her plans on how to put Malaysia on the global map of innovation for startups.
CFM dedicates the SHOUT magazine to all consumers and our hope is to reach all readers across Malaysia to encourage self-regulatory practice and enhance information technology literacy in the communications and multimedia services.
CFM ANNUAL 65 REPORT 2019 CPR BUREAU
Online Presence consumerinfo.my & cfm.my
WEBSITE REPORT 2019
Table 1: Comparison number of page views cfm.my & consumerinfo.my portal between Pageviews 2018 vs 2019 cfm.my consumerinfo.my
2018 Increased % 2019 2018 *Increased % 2019 27,629 6% 29,230 362,621 61% 584,976
* For 2019, consumerinfo.my page views benchmark is set to >15,000 page views/ monthly
Table 2: Consumerinfo.my page views 2019 Statistics
% Percentage Increase from Month 2019 the benchmark >15,000 page views
JANUARY 54,249 262%
FEBRUARY 49,871 233%
MARCH 57,831 286%
APRIL 50,452 236%
MAY 45,979 207%
JUNE 39,432 163%
JULY 52,974 253%
AUGUST 45,446 203%
SEPTEMBER 44,976 200%
OCTOBER 49,558 230%
NOVEMBER 46,527 210%
DECEMBER 47,681 218%
TOTAL 584,976
CFM ANNUAL 66 REPORT 2019 CPR BUREAU
GOOGLE ANALYTICS FROM JAN-DEC 2019
PERCENTAGE OF NEW VISITOR VS RETURNING VISITOR TO CONSUMERINFO.MY
92%
Returning Visitor
New Visitor
8%
DEMOGRAPHICS
TOP 3 STATES FOR 2019: CONSUMERINFO.MY
3rd 2nd 1st
Wilayah Persekutuan Sabah Selangor Kuala Lumpur 2.8% 7.8% 52.1%
CFM ANNUAL 67 REPORT 2019 CPR BUREAU
THE TOP 3 INTEREST OF THESE WHO VISITED CONSUMERINFO.MY ARE;
3rd 2nd 1st
Internet & Telecom/Mobile & Wireless/ Mobile Phones/ Lifestyles Smart Phones News Junkies/ & Hobbies/ / Technology/ Entertainment Travels/ Mobile & Celebrity Shutterbugs Enthusiasts News Junkies 12.55% 16.12% 16.96%
AGE
19.82% 45.13% 17.86% 9.08% 5.08% 3.04%
18-24 25-34 35-44 45-54 55-64 65+
GENDER
Male Female 48.1% 51.9%
CFM ANNUAL 68 REPORT 2019 CPR BUREAU
MOST POPULAR
Most Popular Page views / Reach Digital Contents in consumerinfo.my for 2019
NO INTEREST / REACH CATEGORY PAGEVIEWS
1 TUTORIAL : HOW TO STOP POP-UP IN APPS ON iOS & Android 62,176
2 SCAM CALLS AND HOW TO DEAL WITH THEM! 41,405
3 PANGGILAN PALSU DAN BAGAIMANA UNTUK MENGHADAPI MEREKA! 38,280
TUTORIAL : 6 TEKNIK FOTOGRAFI MENGGUNAKAN ‘SMARTPHONE’ ANDA 4 29,408 SECANTIK DSLR KETIKA ‘TRAVEL’ (from SHOUT Q3,2017)
5 4 EASY STEPS TO CHECK IF YOUR PHONE IS LEGIT 20,894
6 UNLIMITED CALLS / SMS : LET’S COMPARE 17,439
7 TIPS JIMATKAN JUMLAH PENGGUNAAN ‘MOBILE DATA’ PADA iOS & Android 17,174
8 ROAMING TIPS : TRAVELING WITHOUT WORRIES… 11,687
CFM ANNUAL 69 REPORT 2019 CPR BUREAU
SOCIAL MEDIA ACTIVITY REPORT
CFM SOCIAL MEDIA OVERVIEW 2019
Comparison of digital contents created in 2018 vs 2019
DIGITAL CONTENT 2018 2019
ARTICLES 30 7
IMAGES 136 67
UPLOAD
VIDEOS 32 44
TOTAL 198 118
REACHED 1,252,007 459,258
Note In 2019, CFM is more focused towards producing a new creative campaigns that can attract online public increasing more online engagement and emphasis on trending contents related to the communications and multimedia industry.
CFM ANNUAL 70 REPORT 2019 CPR BUREAU
CAMPAIGNS EXECUTED
No Campaign Name Platform Month
1 VIDEO: KISAH BENAR – PERTIKAIAN BIL MUDAH ALIH Facebook JANUARY
#CFManimatch Consumerinfo.my, 2 CAMPAIGN WITH MALAYSIAN ANIMATORS Facebook, Instagram, FEBRUARY - MARCH Twitter, Youtube
Facebook, Instagram, 3 Video tips with industry experts/ audience on Broadband JULY Twitter, Youtube
Facebook, Instagram, 4 #CFMbuzz bersama dj @pahangfm SEPTEMBER Twitter
Facebook, Instagram, 5 #LoveYourself Campaign : 16 days 10 - 25 SEPTEMBER Twitter, Youtube
#CFMPoll MyfreeView : 6 “Adakah anda sudah beralih ke siaran digital Facebook 20 – 26 SEPTEMBER #myFreeview?” Consumerinfo.my, 7 AWARENESS MESSAGE CAMPAIGN : SMS SPAM Facebook, Instagram, OCTOBER Twitter #CFMpoll Roaming: 25 NOVEMBER - 8 “Yang mana menjadi PILIHAN ANDA apabila berada di Facebook 2 DECEMBER luar negara?” #CFMPoll Mobile Plan: 9 “Apakah faktor yang menjadi pilihan ANDA setiap kali Facebook 23 - 29 DECEMBER memilih telefon baru?”
SOCIAL NETWORK FOLLOWERS IN EACH PLATFORM FOR 2019
57,133 3,931 1,152 FOLLOWERS FOLLOWERS FOLLOWERS
CFM ANNUAL 71 REPORT 2019 CPR BUREAU
THE POST TYPES IN FACEBOOK
35% Link
23% Shared Video
21% Video
21% Photo
The chart shows the type of posting. Based on the four categories, it shows that Link (info to consumerinfo.my) carries the highest reach, followed by Shared Video, Video and Photo.
TOP 5 ISSUES RAISED IN FACEBOOK & TWITTER
25% Internet Speed Issue
22% Unwanted SMS/ MMS Issue 21% Network Mobile Coverage 17% Subscription Services/Contract Issue 15% Tracking Complaint Status on Portal
INSTAGRAM & TWITTER INSIGHTS
3,931 8,656 Followers Profile Views 306 111 Posts Total Comments 3,681 134,000 Likes Received Impressions 1,152 290,600 Followers Tweet Impressions 358 2,951 Total Tweets Profile Visit 629 330 Total Retweets Mentions
CFM ANNUAL 72 REPORT 2019 CPR BUREAU
TOP PERFORMING POST
44,079 reach 25,622 reach 1 6 222 likes 142 likes 40 shares, 46 shares 7. 2K Video Views 5.4K Video Views
2 33,386 reach 7 21,258 reach 423 likes 1,181 likes 87 shares 53 shares
31,768 reach 3 8 22,552 reach 82 likes 1,042 likes 11 shares 52 shares 10.8K Video Views
28,443 reach 4 9 19,420 reach 394 likes 106 likes 134 shares 27 shares 2.3K Votes
5 27,907 reach 10 17,803 reach 942 likes 1,036 likes 26 shares 45 shares
CFM ANNUAL 73 REPORT 2019 CPR BUREAU
Social Media Campaign Snapshot 2019
VIDEO Kisah Benar - Pertikaian Bil Mudah Alih JAN 2019
Video tips with industry experts/ audience on Broadband JUL 2019
#CFManimatch Campaign with Malaysian Animators FEB – MAR 2019
#CFMbuzz with DJ @pahangFM SEP 2019
CFM ANNUAL 74 REPORT 2019 CPR BUREAU
Awareness Message Campaign: SMS Spam OCT 2019
#CFMPoll MyfreeView “Adakah anda sudah beralih ke siaran digital #myFreeview?” 10 - 25 SEP 2019
#CFMpoll Roaming: #LoveYourself Campaign : 16 “Yang mana menjadi PILIHAN days ANDA apabila berada di luar 10 - 25 SEP 2019 negara?” 25 NOV - 2 DEC 2019
#CFMPoll Mobile Plan: “Apakah faktor yang menjadi pilihan ANDA setiap kali memilih telefon baru?” 23 - 29 DEC 2019
CFM ANNUAL 75 REPORT 2019 PLACE TO LEARN TIPS & TRICKS TO SAVE YOUR DATA USAGE?
WANT TO GET THE LATEST UPDATES & NEWS ON COMMUNICATIONS & MULTIMEDIA?
SEARCHING FOR A GOOD PACKAGE MOBILE & INTERNET PLAN?
consumerinfo.my Policy & Stakeholder Affairs Bureau PSA BUREAU
Policy & Stakeholder Affairs Bureau
Reporting to the Bureau, the Policy and Stakeholder Affairs Department (PSAD) oversees the day-to-day management of CFM’s stakeholders, both internal and external. PSAD’s main role is to perform tasks on behalf of CFM’s Secretary, ensuring the execution of core society governance processes in accordance to CFM’s Constitution. In addition, the Department executes processes on behalf of the Membership Bureau and the Code Drafting Bureau; both of these Bureaus report directly to the Board of Councilors.
Under the authority of the Membership Bureau, PSAD oversees membership management, external relations, and the stewardship of CFM’s Annual Membership Activity Grant. Further to this, under the purview of the Code Drafting Bureau, PSAD oversees the administration of CFM’s Constitution and CFM’s Codes.
CORE OBJECTIVES
1. Ensure proper execution of core society governance processes in compliance with Societies Act 1966 and CFM’s Constitution.
2. Facilitate the administration and review processes of CFM’s Codes.
3. Ensure proper management of CFM’s members, stakeholders and recruitment of potential members that are able to positively contribute to CFM’s goals.
4. Ensure timely reporting of CFM’s progress to MCMC.
5. Ensure timely submission of annual Detailed Business Plan to MCMC.
6. Ensure proper execution of meetings.
7. Ensure proper management of CFM’s Annual Membership Activity Grant.
OTHER ASSISTANCE
Provide assistance to CPRD and CCMD in external engagements with CFM’s members and stakeholders.
CFM ANNUAL 78 REPORT 2019 PSA BUREAU
2019 TARGETS 2019 ACHIEVEMENTS 1. Recruitment of three (3) new Demand Side 1. Recruitment of six (6) new Demand Side Members. Members.
2. Passing of proposed amendments to CFM 2. Recruitment of two (2) Subject Matter Constitution by members. Experts as Associate (Individual) Members. 3. Starting the GCC Public Consultation once official feedback obtained from MCMC). 3. Passing and adoption of three (3) proposed amendments to CFM Constitution by members during the 18th Annual General Meeting on 31st July 2019. 2020 WAY FORWARD
Registration of the revised Recruitment of a minimum General Consumer Code by of two (2) new Demand 01 MCMC and publication of 04 Side Members and three 2020 GCC by CFM . (3) new Supply Members.
Recruitment of more Conducting GCC Subject Matter Experts Awareness Programs with (SMEs) as Associate Demand Side Members and 02 05 Members and as honorary External Stakeholders. advisers.
Conducting Briefing Sessions by Subject Matter Experts with Demand Contribution to MCMC’s Side Members on various Public Consultations/ 03 latest Communication 06 Inquiries (if available). & Multimedia consumer topics and issues.
CFM ANNUAL 79 REPORT 2019 PSA BUREAU
MEMBERSHIP & STAKEHOLDER AFFAIRS WORKING COMMITTEE
MEMBERSHIP & EXECUTIVE STAKEHOLDER AFFAIRS DIRECTOR’S WORKING COMMITTEE OFFICE
YTL COMMUNICATIONS CAKE SDN BHD
* Based on PSAD Bureau Meeting 26 September 2019
On 29th November 2019, the Board of Councilors reached the decision to de-merge the structure of the PSAD working committee, whereby to restore in accordance with Article 16 (e) and Article 19 of the Constitution. And the term Bureau to be changed to Working Committee in accordance with the same articles of the Constitution.
CODE DRAFTING WORKING COMMITTEE
CODE DRAFTING WORKING COMMITTEE CO-CHAIR ALTEL COMMUNICATIONS SDN BHD & PUAN NOR AISHAH MUYOP
MEMBER MEMBER MEMBER CAKE MACFEA CAM
MEMBER MEMBER MEMBER TM YTL KOSMET
MEMBER MEMBER CELCOM MAXIS
2019 is an active year for the Membership and Stakeholder Affairs Working Committee (managed by the Policy and Stakeholder Affairs Department) in terms of recruitment activities. With the entry of six new Demand Members and two new Associate Members who are Subject Matter Experts. These subject matter experts were part of the Demand and Supply groups convened to discuss and debate the proposed draft to the original 2003 General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC) which was submitted to MCMC in 2018.
CFM ANNUAL 80 REPORT 2019 PSA BUREAU
SECRETARIAT OF POLICY & STAKEHOLDER AFFAIRS DEPARTMENT
MANAGER KARTINI HASBI
EXECUTIVE MUHAMMAD RIDHWAN EHWAN
MEMBERSHIP REPORT
MEMBERSHIP RECRUITMENT OUTREACH
DATE ACTIVITY ORGANIZER DETAILS
Introduction and discussion of CFM 22 JANUARY Meeting with Encik Faiz Azmi PSAD Membership Benefits. Introduction and discussion of CFM 11 FEBRUARY Meeting with PIKOM PSAD Membership Benefits. Meeting with Persatuan Bekas Polis Introduction and discussion of CFM 13 FEBRUARY PSAD Malaysia (PBPM) Membership Benefits. Introduction and discussion of CFM 26 FEBRUARY Meeting with IBE of UiTM PSAD Membership Benefits. Introduction and discussion of CFM 4 MARCH Meeting with UTM PSAD Membership Benefits. Introduction and discussion of CFM 5 MARCH Meeting with UPM PSAD Membership Benefits. Introduction and discussion of CFM 8 MARCH Meeting with UNIKL PSAD Membership Benefits. Meeting with new admission for Discussion on potential activities 11 MARCH PSAD Ordinary Member (Demand Side) BAC and collaborations. Introduction and discussion of CFM 9 APRIL Meeting with ANIMAS PSAD Membership Benefits. Meeting with Encik Mohd Shahril Introduction and discussion of CFM 11 APRIL PSAD Abdul Rani Membership Benefits. Meeting with TS. Dr. Syed Agil Shekh Introduction and discussion of CFM 26 APRIL PSAD Alsagoff Membership Benefits. Meeting with MMU and Puan Nor Discussion on potential activities 30 APRIL PSAD Aishah Muyop and collaborations.
16 JULY Online Meeting with ANIMAS PSAD ANIFEST 2019 (Membership Grant)
16 AUGUST Meeting with ANIMAS PSAD Invitation to CPRD Bureau
19 AUGUST Meeting with Ts. Dr. Syed Agil Alsagoff PSAD Invitation to CPRD Bureau
Meeting on collaboration between 29 AUGUST Meeting with MMU MMU MMU and CFM to co-organize Explorace 2019 Introduction and discussion of CFM 6 SEPTEMBER Meeting with MC Sunway Rydgeway PSAD Membership Benefits.
CFM ANNUAL 81 REPORT 2019 PSA BUREAU
MEMBERSHIP RECRUITMENT OUTREACH CONTINUED
DATE ACTIVITY ORGANIZER DETAILS
Meeting with JMB Kondominium Introduction and discussion of CFM 8 OCTOBER PSAD Sinaran Ukay Membership Benefits. Discussion on Churn Prediction 9 OCTOBER Meeting with UTM PSAD Using Complaints Data Discussion on Churn Prediction 19 NOVEMBER Meeting with UTM & CCMD PSAD Using Complaints Data
ADMISSION OF NEW MEMBERS
ORGANIZATION MEMBERSHIP TYPE ADMISSION DATE
Brickfields Asia College (BAC) Ordinary Member (Demand) 25 FEBRUARY
UiTM Institute of Business Excellence (IBE) Ordinary Member (Demand) 25 MARCH
Universiti Putra Malaysia (UPM) Ordinary Member (Demand) 29 MAY
Universiti Kuala Lumpur (UNIKL) Ordinary Member (Demand) 29 MAY
Persatuan Animasi Malaysia (ANIMAS) Ordinary Member (Demand) 31 MAY
Universiti Teknologi Malaysia (UTM) Ordinary Member (Demand) 14 JUNE
Ts. Dr. Syed Agil Shekh Alsagoff Associate Member (Individual) 21 JUNE
Re-admission of M-MODE Mobile Sdn Bhd Ordinary Member (Supply) 25 JUNE
Encik Saw Teck Chew Associate Member (Individual) 1 OCTOBER
STAKEHOLDER ENGAGEMENT
DATE ACTIVITY ORGANIZER DETAILS
Meeting with ROS KL on 2018 Constitution 23 JANUARY CFM Attended by PSAD Secretariat. Review Draft 2018 CFM Performance Report submission Yearly Performance Report 30 JANUARY CFM to MCMC submission. Mini Lab 2019 National e-Commerce Attended by Director and PSAD 12 FEBRUARY MITI Strategic Roadmap (NeSR) Secretariat. Attended by PSAD and CPRD Secretariat on behalf of 14 FEBRUARY KL Digital Content Anti-Piracy Summit MCMC Chairperson & Head of CPRD Working Committee. Meeting to review Copyright Act 1987 (Act Attended by Director and 19 FEBRUARY MyIPO 332) CCMD Secretariat. Attended by Chaiperson, Meeting to review Consumer Protection 22 FEBRUARY TTPM Council Member, Director and Guidelines PSAD Secretariat. Attended by Director and 1 MARCH Online Voting Simulation for 18th AGM CFM Secretariat. Meeting with MCMC on Consumer Info Attended by Director, CCMD 7 MARCH Portal as a Centralized Dashboard for MCMC and PSAD Secretariat. Complaint Stats and Service Outage Presentation of Digital Audio Broadcasting 17 APRIL MCMC Attended by PSAD Secretariat. Implementation Study Report in Malaysia
CFM ANNUAL 82 REPORT 2019 PSA BUREAU
STAKEHOLDER ENGAGEMENT CONTINUED
DATE ACTIVITY ORGANIZER DETAILS
Moderating PIKOM’s Future of Cybersecurity Attended by Director and PSAD 20 JUNE PIKOM Conference 2019 Secretariat. 5G Task Force Workshop with Policy Makers 27 JUNE MCMC Attended by Director. in Ministries Attended by Members, Public 3 JULY Supporting CCMD with CFM Dialogue 2019 CFM and Stakeholders. Guest Speaker at slot Taklimat di Mesyuarat Attended by Director and CPRD 4 JULY dan Taklimat Bersama Penolong Setiausaha TTPM Secretariat. Tribunal Tuntutan Pengguna Malaysia Focus Group 3 Workshop – Balancing 1 AUGUST Environment And Empowering Consumerism KPDNHEP Attended by Director. Within The Realm of Distributive Trade Majlis Pengumuman Peralihan Siaran TV Attended by Deputy 6 AUGUST Analog Ke Siaran TV Digital myFREEVIEW MCMC Chairperson. nationwide Preparatory Workshop for Draf Kertas Strategi Rancangan Malaysia Kedua Belas Attended by Deputy 22 AUGUST – Digitalising Malaysia Economy with the KKMM Chairperson. Communication and Multimedia Industry sector JPDP KKMM to Agency representative for 29 – 30 AUGUST Bengkel Kajian Semakan Semula Akta PDP KKMM Attended by Director. 709 Attended by Deputy Launching event of National Fiberisation 19 SEPTEMBER MCMC Chairperson, Head of CPRD And Connectivity Plan (NFCP) Bureau and Director. Mesyuarat Focus Group (FG) Undang- 2 OCTOBER undang Dan Dasar Majlis Penasihat KPDNHEP Attended by Director. Pengguna Negara Bil. 2/2019 Clarification Meeting for MSQoS (Customer 11 NOVEMBER MCMC Attended by PSAD Secretariat. Service) Public Inquiry Paper Attended by Members, Director 12 NOVEMBER ASOCIO PIKOM Digital Summit 2019 PIKOM and PSAD Secretariat. 2019 MCMC Research Symposium: Malaysia 21 NOVEMBER MCMC Attended by Director. on the Cusp of Hyper-Connectivity TRIPLEMEXPLORACE with MMU, MTSFB Attended by Council Members 30 NOVEMBER MMU and CFM and Secretariat.
PROGRAMS SUPPORTED BY MEMBERSHIP ACTIVITY GRANT
DATE PROGRAM ORGANIZER LOCATION
PROGRAM PENDIDIKAN PENGGUNA Dewan Perdana, SMK 20 MARCH (Peranan Forum Pengguna Komunikasi dan NESCA Tuanku Muhammad, Multimedia Malaysia (CFM) Melindungi Hak-hak Kuala Pilah Pengguna Komunikasi dan Multimedia) PROGRAM KOMUNITI PENGGUNA PINTAR Sekolah Rendah Agama 14 APRIL MACFEA MELALUI KOMUNIKASI DAN MULTIMEDIA Rinching Hilir, Bangi 14 – 15 The Summit, Subang USJ, ANIFEST 2019 ANIMAS SEPTEMBER Subang Jaya
CFM ANNUAL 83 REPORT 2019 PSA BUREAU
PSAD Activities
WORKING COMMITTEE ACTIVITIES CODE DRAFTING WORKING COMMITTEE
DATE ACTIVITY DETAILS
5 SEPTEMBER PSAD Meeting 01/2019 • Discussion on preparation for 2020 Detailed Business Plan Venue: MG01, MCMC Centre of Excellence • 2020 DBP and KPI Retreat 4 – 6 Oct 2019
• Target for submission 30 Sep 2019 26 SEPTEMBER PSAD Meeting 02/2019 • Requirement to comply with Article 19 (Working Committee) of the CFM Constitution. Venue: MG03, MCMC Centre of Excellence • The need to restructure the PSAD Bureau in accordance with Article 19 (Working Committee) of the CFM Constitution.
• Changes to the details of DBP 2020 in accordance with Article 4 (Objectives & Purposes) of the CFM Constitution.
CONSTITUTION REVIEW WORKING COMMITTEE
DATE ACTIVITY DETAILS
27 FEBRUARY Discussion on 2019 Constitution • Kick-off meeting session. Review • Discussion on previous work done and to plan for Venue: MG01, MCMC Centre of 2019 Constitution Review activities. Excellence 3 MAY Constitution Review Meeting • Kick-off meeting session with Working Group 01/2019 Members.
Venue: MG01, MCMC Centre of • To share updates. Excellence • To relook at 3 pending Articles’ amendments.
CFM ANNUAL 84 REPORT 2019 PSA BUREAU
COUNCIL MEETING(S)
DATE ACTIVITY DETAILS
Council Meeting 01/2019 31 JANUARY 1st Quarter Council Meeting Num. 9 Term 2017/2019
Council Meeting 02/2019 28 MARCH 1st Quarter Council Meeting Num. 10 Term 2017/2019
Council Meeting 03/2019 16 MAY 2nd Quarter Council Meeting Num. 11 Term 2017/2019
Council Meeting 04/2019 25 JULY 3rd Quarter Council Meeting Num. 12 Term 2017/2019
Council Meeting 05/2019 21 AUGUST 3rd Quarter Council Meeting Num. 1 Term 2019/2021
Council Meeting 06/2019 5 OCTOBER Special Council Meeting Num. 2 Term 2019/2021
Council Meeting 07/2019 10 OCTOBER Special Council Meeting Num. 3 Term 2019/2021
Council Meeting 08/2019 29 NOVEMBER 4th Quarter Council Meeting Num. 4 Term 2019/2021
GENERAL MEETING(S)
DATE ACTIVITY DETAILS
1. Presentation of 2019 Annual Report by Secretary
2. Presentation of 2019 Financial Statement by Treasurer 31 JULY 18th Annual General Meeting 3. Voting by Members for the determination of Constitutional Amendments Proposals.
CFM ANNUAL 85 REPORT 2019 PSA BUREAU
CFM CONSTITUTION REVIEW REPORT CONSTITUTIONAL AMENDMENTS
GENERAL STATUS AT GENERAL NO. ARTICLE IN CONSTITUTION STATUS AT ROS MEETING MEETING Article 17 (f) Proceedings of the Accepted by Members on Approved by ROS on 1. EGM Council 20 OCTOBER 2009 1 NOVEMBER 2009 In reference to CFM in the Accepted by Members on Rejected by ROS on 2. Constitution, the word Society AGM 31 OCTOBER 2018 11 MARCH 2019 will be substituted to Forum. Accepted by Members on Approved by ROS on 3. Article 2 Place of Business AGM 31 OCTOBER 2018 11 MARCH 2019 Article 8 Entrance Fees, Annual Accepted by Members on Approved by ROS on 4. AGM Subscription and Other Dues 31 OCTOBER 2018 11 MARCH 2019 Accepted by Members on Approved by ROS on 5. Article 15 (d) The Council AGM 31 JULY 2019 1 OCTOBER 2019 AGM Members agreed Accepted by Members on No amendment for 6. Article 23 Audit with the Council Members’ 31 JULY 2019 this Article. proposal not to amend this Article Accepted by Members on Approved by ROS on 7. Article 29 Amendments AGM 31 JULY 2019 1 OCTOBER 2019
CFM ANNUAL 86 REPORT 2019 Executive Director’s Office EXECUTIVE DIRECTOR’S OFFICE Executive Director’s Office Overview
SECRETARIAT OF SECRETARIAT ADMINISTRATION DEPARTMENT
SENIOR EXECUTIVE DZAREEN SHAMSIR
EXECUTIVE GENERAL WORKER ADMIN ASSISTANT MUHAMMAD HANIF MUHAMMAD ALIFF NAZIERAH NAZLI GHAZALI IZAM ZAMZURI
ROLE The Secretariat Administration Department is under the overall supervision of the Executive Director’s Office and the main object and purpose is to oversee all aspects of CFM operations & administration, including programs and strategic plans for the organization. This department aims at setting the principles, managing co-ordination, crafting a structured and process base for a greater and better implementation besides developing; maintaining or reviewing effective policies, initiatives, or programs through input from a wide range of stakeholders.
OBJECTIVES Besides managing the day to day business, the Secretariat Administration Department also manages the efficiency management of secretariat across the board, based on a sense of belonging, health and well-being at work, the nurturing of talent, skills development and gender equality on the teams and also on the executive boards.
TARGETS The designation of the Secretariat Administration Department, besides recommending ways to continually improve effectiveness, tracking budget utilization, co- ordinating timely reporting submission, is also responsible for the overall (re)engineering of a specific process or policy and for constantly reviewing the procedures and processes, ensuring streamlining and responding to end- users requirements while maintaining management control, within a permanent and integrated process improvement and maintenance governance structure.
CFM ANNUAL 88 REPORT 2019 EXECUTIVE DIRECTOR’S OFFICE
MAIN ACHIEVEMENTS For this year, the main achievement was that CFM managed to fulfil the adequacy and effectiveness of business controls by complying to audit exercise which was conducted by MCMC’s Internal Audit & Risk Management Department. As a result of that, CFM has also managed to do some revision to the existing SOPs. It has been systematically reviewed, to ensure that the policies and procedures remain current and performs the job accordingly.
MOVING FORWARD FOR 2020 CFM’s direction for 2020 is to work together with Consumer Affairs Division (CAD) by co-ordinating and collaborating on certain selected events and programs whilst at the same time ensuring that KPIs are met in timely manner and delivered by all departments within the approved budget and other required parameters.
CFM ANNUAL 89 REPORT 2019 EXECUTIVE DIRECTOR’S OFFICE Executive Director’s Office Activities
ESSENTIALS FIRST AID & CPR TRAINING AUDITORIUM, MCMC OLD BUILDING 8 JANUARY 2019
This training was designed to train the Secretariat to become a first aider to provide help and care to the injured or ill person during an emergency.
An objective of this training, besides as a refresher, is to help the Secretariat to learn and to be more conscious of safety in workplace and also at home. This session also improves communication and teamwork between the Secretariat as they go through the training and discuss them after.
MANAGEMENT INSTITUTE OF MANAGEMENT (MIM) TRAINING, MCMC BUILDING FEBRUARY & APRIL
Program 1 Enhancing Analytical & Creative Thinking Skills 26 & 27 FEBRUARY 2019 (Tuesday & Wednesday)
Program 2 Effective Problem Solving & Decision Making 16 & 17 APRIL 2019 (Tuesday & Wednesday)
CFM organized 2 sessions of trainings with the Malaysian Institute of Management (MIM) which also included participants from the Malaysian Technical Standard Forum Berhad (MTFSB). The speaker for both trainings was Mr. Peter Chin who has a vast experience in consultancy and training in the corporate world.
These trainings aims to optimize the effectiveness in problem solving and decision making, learning the techniques of thinking, which can be enhanced and improved through attention, practice and use of various analytical and creative tools among Executives, Managers and Management Team.
CFM ANNUAL 90 REPORT 2019 EXECUTIVE DIRECTOR’S OFFICE
DETAILED BUSINESS PLAN 2019 RETREAT – CAD & CFM PLANNING WORKSHOP, SWISS GARDEN HOTEL AND RESIDENCES, GENTING HIGHLAND, PAHANG 4 – 6 OCTOBER 2019
The Detailed Business Plan 2019 Retreat was organized in early of October in collaboration with MCMC’s Corporate Sector that is Consumer Affairs Division (CAD) headed by Puan Eneng Faridah Iskandar. Our distinguished guest was YBhg. Dato’ Mohd. Ali Hanafiah who gave a brief on the expectations for the year 2020.
Together in this session, all departments under CAD were also involved, the Consumer Protection and Complaints Bureau – headed by Puan Ratnawaty Talib, Consumer Advisory – headed by Puan Elvira Shamsuddin and Consumer Education – headed by Puan Nurhalili Nadia Mustapha Kamal, not forgetting the involvement of the Council Members plus the involvement of the Secretariat and CAD’s representative in each group discussion.
These 3 days 2 nights session was an avenue for CFM to revise and streamline CFM’s new strategic direction together with CAD’s KPI for 2020 onwards. This particular session was quite extensive as it was held to improve CFM’s business performance and to strategize the directions which include detailed activities for the KPIs, new process of budget request and also new initiatives. Similar to last year’s event, the 6th Council Meeting was also held during in this retreat.
CFM ANNUAL 91 REPORT 2019 EXECUTIVE DIRECTOR’S OFFICE
CFM Secretariat Chart 2019
(VACANT)
EXECUTIVE DIRECTOR
*The position of Executive Director have been vacant since June 2018
AHMAD IZHAM KHAIRUDDIN DIRECTOR
COMPLAINTS COMMUNICATIONS POLICY AND AND COMPLIANCE AND PUBLIC STAKEHOLDER EXECUTIVE MANAGEMENT RELATIONS AFFAIRS DIRECTOR’S DEPARTMENT DEPARTMENT DEPARTMENT OFFICE (CCMD) (CPRD) (PSAD) (EDO)
SALABIAH MOHAMAD NOOR SHAHDIELLA KARTINI HASBI DZAREEN SHAMSIR MADNASH ABD MANAN MANAGER SENIOR EXECUTIVE MANAGER MANAGER
JOUHANA MANSOR LIZAWATI MAT ISA MUHAMMAD MUHAMMAD HANIF EXECUTIVE SOCIAL MEDIA RIDHWAN EHWAN GHAZALI EXECUTIVE EXECUTIVE EXECUTIVE MOHD SAFWAN SABREE ROHARRASHIDAH NAZIERAH NAZLI EXECUTIVE ABDUL HALIL ADMIN ASSISTANT PUBLICATIONS AND UNGKU AZILAH MUHAMMAD ALIFF MEDIA RELATIONS IZAM ZAMZURI UNGKU AZIZ EXECUTIVE EXECUTIVE GENERAL WORKER NUR SHAZWANI AHMAD ANIS ZAINUDIN AZNAN KAMIL PUBLICATIONS AND EXECUTIVE MEDIA RELATIONS EXECUTIVE ASNA AZURIN ABD SAMAD ADNAN JOHAR EXECUTIVE EVENT EXECUTIVE NAZRIEN NAZLI NON- EXECUTIVE
CFM ANNUAL 92 REPORT 2019 Communications and Multimedia Consumer Forum of Malaysia (CFM), MCMC Centre of Excellence, Jalan Impact, Off Persiaran Multimedia, 63000 Cyberjaya, Selangor Darul Ehsan
+603 8320 9033
+603 8320 9083
www.cfm.my
consumer.forum.malaysia
cfm_malaysia
cfm_malaysia
#HakAndaKeutamaanKami #YourRightsOurPriority #ConsumersTakePrecedence