The CEOs of Malaysian telcos – Celcom, Maxis, Telekom Malaysia, U Mobile, YTL Communications, Digi, TIME dotCom – have signed the Consumer First Pledge as a promise to deliver various improvements.
These include offering efficient and courteous consumer experience across all channels, providing transparent mechanisms for consumers to check their complaint status, to promote a more accessible complaint handling process, and to enable fair and reasonable complaint resolution.
At present, Malaysian telcos have to comply with provisions stipulated in the General Consumer Code (GCC) and the guidelines in the code will be enhanced with the Consumer First Pledge. The GCC will tighten consumer protection in the area of advertising to avoid confusion among consumers. The code stipulates that terms, conditions and contracts are to be refined and communicated clearly to ensure that consumer rights are fully protected.
Currently, the GCC states that 90% of complaints received must be resolved within 15 working days and 95% of complaints received must be resolved within 30 working days. With the pledge, All complaints received must be resolved within three working days for less complex complaints, while complex complaints must be resolved within 15 working days. This improvement is expected to be in effect by the fourth quarter of this year. At the same time, priority will also be afforded to the differently-abled so that they would be able to receive proper attention based on their circumstances.
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The Malaysian Communications and Multimedia Commission (MCMC) expects an increase in consumer satisfaction index from 4.00 out of 5 in 2018 to 4.30 this year, once the improvement has been fully implemented. The index is measured through customer satisfaction survey done annually by MCMC which encompasses customer satisfaction aspects in service quality such as network, product, billing, and customer service quality.
Chairman of MCMC, Al-Ishsal Ishak, said the pledge reflects its commitment to ensure that it keeps raising the bar on consumer experience. In a huge market such as Malaysia, Al-Ishsal said that MCMC and telcos must ensure that the network quality remains “top notch” and their responses or engagements with consumers are addressed in quick fashion.