MCMC | For The Consumer

1.		What is the definition of 'consumer' in the communications and multimedia industry?
		A consumer is a person who receives, acquires, uses or subscribes to services relating to communications and multimedia within the meaning of the Communications and Multimedia Act 1998. This person may or may not yet enter a contract with any service provider.
2.		What is the MCMC's role in protecting consumers' interests?
		The MCMC regulates and promotes the communications and multimedia industry encompassing telecommunications, broadcast, Internet services, postal and courier services, and digital certification. The MCMC delicately balances the overall interests of the consumer, industry and investor. The MCMC also ensures that consumers have access to competitive pricing, wide choices, quality of service, overcome digital divide (through USP funding) and suitable broadcast content for Malaysians. The MCMC plays its part by ensuring that consumers enjoy choice and satisfactory level of services at affordable price, consumers benefit through provisioning of necessary services and complaints are handled fairly and effectively, as well as monitor the level of complaints received from consumers, in accordance with the provision of Sections 195 and 196 of the Communications and Multimedia Act 1998.
3.		What are the areas the MCMC regulates in protecting consumer?
		The Communications and Multimedia Act 1998 allows the MCMC to regulate (1) all telecommunications rates imposed on public; (2) all emergency and operator assistance services available to public; (3) quality of services being provided to the public; and (4) the handling of consumer complaints.
4.		What is Consumer Protection?
		Consumer protection is designed to promote and protect consumer interests. The purposes of consumer protection are to promote industry responsiveness to consumer requirements, consumer confidence in quality of service, widespread access to services and affordability of services to Malaysians. These are achieved through (a) development and enforcement of consumer codes and standards, (b) resolution of consumer disputes, (c) effective rate regulation, and (d) system of universal service provision.
5.		What rates are currently being regulated?
		Currently, only fixed phone lines (PSTN) and internet dial-up rates are regulated.
6.		What are the emergency and operator assistance services required to be provided?
		The MCMC has carried out a public consultation on the services required and has made its recommendation for determination by the Minister.
7.		What is quality of service?
		The MCMC has imposed Mandatory Standards on the quality of service provided by PSTN providers, cellular service providers, Internet dial-up service providers and content application service providers to ensure minimal standards are adhered to. It was created to ensure that the rights of consumers are protected and enhanced besides providing consumers with visible and specific criteria through which the quality of services used or received can be gauged.
8.		What are the services that consumers can have under the communications and multimedia industry?
		Services available in the communications and multimedia industry include mobile communications, fixed line services, Internet services, postal and courier services, broadcasting, digital signature certification, Voice-over Internet Protocol (VoIP) services and audiotext hosting, among others.
9.		What does a consumer need to know or be aware of before signing up for a service?
		Consumers are advised to read and understand terms and conditions of agreement before deciding to sign a contract with a service provider. When in doubt, please get clarification from the company's customer representative or their agents, especially on the agreement clauses you do not fully understand. Do compare service packages which are being offered by different service providers in order to choose one which would suit your needs best.
10.		What kind of action can consumers take if they are unhappy with the services provided?
		A consumer can lodge complaints with the service providers. It is the consumer's right to lodge complaints and inquire for information regarding the services they have signed up for. Please refer to the General Principles in making a complaint.
11.		What other organizations are available to help consumers?
		The Communications and Multimedia Act 1998, in its efforts to promote self-regulation in the industry, has lead to the designation of a Consumer Forum to address consumer needs and protection. Consumers can also refer their grouses to the Consumer Forum.
12.		What does the Consumer Forum do?
		The Consumer Forum is made up of industry members, consumer organizations (NGOs) and individuals. They work together to establish Codes of Practice to be complied with by their members. The MCMC may decide to register any of the codes drafted, and those codes would be part of the license conditions.
13.		Who are the Consumer Forum members?
		Consumer Forum members are from various industries such as telecommunications companies, broadcasting stations and other service providers who form the "supply side" while the non-governmental organizations and public interest groups i.e. consumer associations form the 'demand side'. For the full list of its members, please visit its website at http://www.cfm.org.my.
14.		How can I contact the Consumer Forum?
		You can go to the website, http://www.cfm.org.my or write to: Communications and Multimedia Consumer Forum of Malaysia Suite 703, Block A Kelana Centre Point No 3, Jalan SS7/19 47301 Petaling Jaya Selangor. Tel: 03-7805 1800 Fax: 03-7808 2088