Communications and Multimedia Consumer Forum of Malaysia FORUM PENGGUNA KOMUNIKASI DAN MULTIMEDIA MALAYSIA (CFM) ‘PERANAN CFM DALAM MELINDUNGI HAK PENGGUNA’ PERSONAL DATA PTOTECTION WORKSHOP 9 FEBRUARY 2012. Azizan Afandi Executive Director. Agenda. Agenda. Industry Forum under CMA.
Communications and Multimedia
Consumer Forum of Malaysia
KOMUNIKASI DAN MULTIMEDIA MALAYSIA
‘PERANAN CFM DALAM MELINDUNGI HAK PENGGUNA’
PERSONAL DATA PTOTECTION WORKSHOP
9 FEBRUARY 2012
CMA embraces “SELF REGULATION”
s.94 of CMA: SKMM may designate industry body
SKMM designated 4 forums
Technical Standards Forum
Industry bodies (service providers, consumer association, higher learning institutions, expert bodies, etc,) get together under one roof to achieve common objectives, sets best practices (codes)
a) To promote the national policy objectives as enshrined in CMA
b) To draft, develop, prepare, amend and review Codes that protect the rights of the Consumer
c) To engage in and undertake research on matters within the jurisdiction of the Society and to collect, prepare and distribute statistics as may be considered desirable or beneficial to all any of the Society’s objectives and proposes.
d) To provide an avenue and channel for complaints, disputes and grievances
e) To recommend inexpensive and practical alternative dispute resolution procedures.
f) To recommend procedures for compensation and/or any other mode of action to the Customer in case breach of a Code
g) To invite, collect and collate public opinion and views on consumer matters and to promote and create public and industry awareness of the Codes and their compliances and to provide avenues for dissemination of information to the public and education regarding consumer rights, regulations and technologies for the Consumer.
h) To administer sanctions on breaches of the Codes by Members.
i) To monitor service delivery of the C&M industry concerning consumer interest to ensure compliance with the Codes.
j) To promote and encourage high standards of service, conduct and performance throughout the communications and multimedia industry and to develop Consumer confidence.
k) To regularly update the Commission on the progress of the Forum
Maxis Mobile Services SdnBhd
Pn. Mahfuzah BintiAzahari
Tn. Haji Ahmad Bin Ramli
Telekom Malaysia Bhd
Measat Broadcast Network SdnBhd
Digi Telecommunications SdnBhd
PersatuanPengguna Islam Malaysia
Dr. Doris Padmini
Packet One Networks (M) SdnBhd
Tn. Haji IR Ismail Haron
Media Prima Bhd
Consumer Association of Penang
Mr Ravinder Singh
Celcom (Malaysia) Bhd
En. Jamaludin Abdullah
Malaysian Multimedia University
Pn. Normazalila Abu Bakar
Ms. Yok Lim Pheng
6 Demand Side
6 Supply Side
any corporation, organization or association, which falls within the definition of Demand Side Members or supply Side Members
SKMM not satisfied that sufficient opportunity for public consultation
S.95 – Forum may prepare voluntary code on matters provided under CMA and only effective upon registration by SKMM
SKMM accept code drafted?
General Consumer Code (GCC)
Registered by SKMM on 17 October 2003
Guidelines and best practices for C & M service providers
Compliance to GCC is mandatory for C & M service providers – part of their license conditions
Includes, among others, provisions for complaint management, information protection & advertising
Garispanduan kepada pemberi perkhidmatan dalam memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)
Memenuhi keperluan pengguna secara munasabah
Mengendali aduan pengguna dan pertikaian
Melindungi maklumat peribadi pengguna
Meningkatkan keyakinan pengguna kepada industri komunikasi dan multimedia
6-02, 6th Floor, Straits Trading Building,
No. 2, Lebuh Pasar Besar,
50050 Kuala Lumpur
Tel: +603 2692 3800
Hotline : 1800 18 2222
Fax: +603 2693 2288
Email : [email protected]
Complaints Portal (CoP)
Your Right As Consumers
Chose suitable packages….
- Usage level?
- Required speed?
- Mobile or fixed or both?
- Service Coverage?
- Duration required?
- CPE required?
Get full information/details about the service…
- Monthly charges?
- Billing due date?
- Services and value added services activated?
- Contract? Contract terms?
- Early termination Penalty?
Service Providers must provide these information
Different Packages to Suit Different Needs
IS THIS YOUR INTERNET SPEED???
ARE unfair BILLS KNOCKING YOU OUT???
SMS, email, Online Scams
REPORT SCAMS TO THE AUTHORITIES
Let your service provider know the problems and what needs to be improved….
Communications & Multimedia Consumer Forum of Malaysia (CFM)6-02, 6th Floor, Straits Trading Building, No. 2, Lebuh Pasar Besar, 50050 Kuala LumpurMalaysia
Tel: +603 2692 3800 Fax: +603 2693 2288Email : [email protected] : 1800 18 2222 www.cfm.org.my