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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.

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Communications and multimedia consumer forum of malaysia forum pengguna

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




Industry forum under cma
Industry Forum under CMA

CMA embraces “SELF REGULATION”

s.94 of CMA: SKMM may designate industry body

SKMM designated 4 forums

Access Forum

Technical Standards Forum

Content Forum

Consumer 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)



Introduction to cfm
Introduction to CFM

  • Established in February 2001 as per the requirements outlined in the Communications and Multimedia Act 1998 (CMA).

  • Designated as an industry forum and funded by the Malaysian Communications and Multimedia Commission (MCMC/SKMM).

  • Managed by a Council comprising of representatives from NGOs, Public interest groups, academia as well as C & M service providers.



Objectives and purposes
Objectives and Purposes

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


Council members 2011 2012 council members
Council Members 2011-2012Council Members

Chairman

Maxis Mobile Services SdnBhd

Pn. Mahfuzah BintiAzahari

Deputy Chairman

SEAMEO RECSAM

Tn. Haji Ahmad Bin Ramli

Office Bearers

Secretary

Telekom Malaysia Bhd

En AwangKamaludin

Treasurer

Measat Broadcast Network SdnBhd

Pn. MedihaMahmood

Digi Telecommunications SdnBhd

En RoslanRosli

PersatuanPengguna Islam Malaysia

En MustaffaHamzah

MACFEA

Dr. Doris Padmini

Packet One Networks (M) SdnBhd

Tn. Haji IR Ismail Haron

Media Prima Bhd

CikLailiHanimMahmood

Consumer Association of Penang

Mr Ravinder Singh

Celcom (Malaysia) Bhd

En. Jamaludin Abdullah

Malaysian Multimedia University

Pn. Normazalila Abu Bakar

KesatuanPerkhidmatanPerguruanKebangsaan

Ms. Yok Lim Pheng

Composition:

6 Demand Side

6 Supply Side

1 Alternate

Demand Side

Supply Side

9


Communications and multimedia consumer forum of malaysia forum pengguna

Council Members

Mahfuzah

10


Membership

ORDINARY

ASSOCIATE

any corporation, organization or association, which falls within the definition of Demand Side Members or supply Side Members

  • open to individual(s) or any organization or corporation as approved by the Council from time to time, which does not qualify to be an Ordinary Member under Article 6 (c).

  • Organisation:

  • Entrance Fee – RM100

  • Annual Fee – RM200

  • Individual:

  • Entrance Fee – RM10

  • Annual Fee – RM20

  • No voting rights

  • Supply Side:

  • Any organization that offers network facilities, network services, application services and content applications services within the meaning of the CMA

  • Entrance Fee – RM1,000

  • Annual Fee – RM3,000

MEMBERSHIP

  • Demand Side:

  • any organization that receives, requires, uses, subscribes to services provided by NFP, NSP, ASP and CASP, including NGO, Public Interest Groups and IOHL.

  • Entrance Fee – RM10

  • Annual Fee – RM30



Voluntary codes

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?

VOLUNTARY Codes

  • Code consistent with:

  • CMA

  • Instrument

  • Relevant provision of CMA Register


Compliance to voluntary codes

BUT consultation

COMPLIANCE TO VOLUNTARY Codes


Communications and multimedia consumer forum of malaysia forum pengguna

General Consumer Code (GCC) consultation

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


Kandungan kod

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

Kandungan Kod


Tanggungjawab pemberi perkhidmatan di bawah kod
TANGGUNGJAWAB PEMBERI PERKHIDMATAN DI BAWAH KOD memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)

17


Tanggungjawab pemberi perkhidmatan di bawah kod1
TANGGUNGJAWAB PEMBERI PERKHIDMATAN DI BAWAH KOD memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)

18


Agenda4
Agenda memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)


Communications and multimedia consumer forum of malaysia forum pengguna

20 memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)


Complaints channel
Complaints Channel memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)

Walk in

6-02, 6th Floor, Straits Trading Building,

No. 2, Lebuh Pasar Besar,

50050 Kuala Lumpur

Malaysia

Tel: +603 2692 3800

Hotline : 1800 18 2222

Fax: +603 2693 2288

Email : aduan@cfm.org.my

www.complaints.cfm.org.my


Communications and multimedia consumer forum of malaysia forum pengguna

Complaints Portal (CoP) memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)

  • Accessible via http://www.cfm.org.my/ by clicking on ‘Lodge Complaint Here’.

  • Registration is free (and so is the service!)

  • Promotes communication transparency between complainant and Service Providers.

  • Complainant is able to track all complaints that was lodged in CoP (whether it’s pending, resolved, or closed).


Agenda5
Agenda memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)


Communications and multimedia consumer forum of malaysia forum pengguna

Your Right As Consumers memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)

24


Communications and multimedia consumer forum of malaysia forum pengguna

Chose suitable packages…. memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)

- Usage level?

- Required speed?

- Mobile or fixed or both?

- Service Coverage?

- Purpose?

- Duration required?

- CPE required?

BEFORE SUBSCRIBING…

25


Communications and multimedia consumer forum of malaysia forum pengguna

Get full information/details about the service… memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)

- Monthly charges?

- Billing due date?

- Services and value added services activated?

- Contract? Contract terms?

- Early termination Penalty?

BEFORE SUBSCRIBING…

Service Providers must provide these information

26


Communications and multimedia consumer forum of malaysia forum pengguna

Different Packages to Suit Different Needs memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)

27


Communications and multimedia consumer forum of malaysia forum pengguna

Consumer Issues memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)

IS THIS YOUR INTERNET SPEED???


Communications and multimedia consumer forum of malaysia forum pengguna

Consumer Issues memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)

ARE unfair BILLS KNOCKING YOU OUT???


Communications and multimedia consumer forum of malaysia forum pengguna

SMS, email, Online Scams memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)

REPORT SCAMS TO THE AUTHORITIES

PROTECT YOURSELF


Speak up
Speak up… memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)

Let your service provider know the problems and what needs to be improved….


Thank you
Thank You memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb)

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 : aduan@cfm.org.myHotline : 1800 18 2222 www.cfm.org.my