The CFM survey
The Communications and Multimedia Consumer Forum of Malaysia (CFM) organized an online survey on CFM’s Facebook page during the Movement Control Order (MCO). The results of the online survey revealed that most Malaysian Internet users were unsatisfied with the quality of their internet speed as promised by telcos.
The 2020 Movement Control Order in Malaysia, commonly referred to as the MCO, is a cordon implemented by the federal government in response to the COVID-19 pandemic in the country on 18 March 2020. Up until now, the MCO has been in place for approximately half a year. During this period, most Malaysians have adapted new behaviour on various aspects of their lives. This change indirectly results in an unprecedented rise in reliance on the Internet to carry out daily activities, including studying and working.
Its Methodology and Main Objectives
The online poll was carried out from the 6th to 17th July on CFM’s Facebook page. In the online survey, all respondents needed to provide a snapshot as proof. The context of the survey encompasses both mobile and home broadband services. CFM said that the main objective of the online poll is to collect feedback from consumers on the quality of their subscribed internet services.
A total of 209 users have participated in the poll and 132 have chosen Issue C. Issue C indicates that the Internet speeds are not as promised by their service provider. However, it can also be seen that the methodology of the online survey is not completely inclusive and comprehensive.
The online survey has given a total of four poll options for the respondents to choose from. All the responses highlighted are related to the different telco-related issues which include coverage, poor signal strength, internet speed, unsolved complaints, etc. In other words, the poll targeted respondents that were unsatisfied with their Internet service provider. Moreover, the poll also does not provide the means of gauging the level of satisfaction or dissatisfaction for a specific problem.
Results of the Online Poll
It was found that most respondents have more than one issue. These issues include the relatively poor quality of indoor network coverage and the absence of marked improvements after lodging reports and complaints. Besides, most of the respondents who had such issues were in the states of Selangor, Sarawak, Pahang, Kedah, Kelantan and Sabah. Most respondents also begrudged about their indoor network coverage and had to go out to get a connection.
Response from the CFM Chairperson
The CFM Chairperson, Datin Mohana Mohariff expressed her disappointment over the findings of the online poll. She said that the poll results indicated that most telcos companies are not providing the service as promised. Besides, the telcos also hardly take any constructive actions upon receiving complaints from consumers. As such, she strongly urged the telcos to be more proactive in enhancing the overall quality of their services.
She also revealed that the CFM is now working closely with the Malaysian Communications and Multimedia Commission (MCMC) to better streamline the quality of the national Internet services. Both parties are currently in the process of tightening up the provisions of the General Consumer Code (GCC). This is part of their collaborative efforts to ensure that consumer rights are protected. The service contractual terms and conditions, to provide a critical information summary and more attention to consumers with special needs. Are the topics in the GCC under review.
To Make Complaints
The CFM also strongly encouraged consumers to report complaints to their respective telcos on the problem faced. Consumers can then lodge a report with the CFM through the integrated complaint portal with the MCMC at https://aduan.skmm.gov.my/ should the problem is still not resolved. Moreover, consumers can also try troubleshooting to facilitate the rectification of their slow Internet speed. For consumers who are not getting a satisfactory solution from their providers, they may also file a proper complaint at the MCMC complaint portal.
More Information About:
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- CFM: Most Malaysians not happy with quality of Internet speed during MCO
- Poll: Most Malaysians not getting promised internet speed
- Many Malaysians not receiving promised Internet speeds — CFM
- MCMC: Slower internet speed in Malaysia due to surge in bandwidth demandslower-internet-speed-in-malaysia-due-to-surge-in-bandwidth-demand/1854970
Prepared by: Chun Wai