Communications and Multimedia Consumer Forum of Malaysia

FORUM PENGGUNA KOMUNIKASI DAN MULTIMEDIA MALAYSIA

(CFM)

‘PERANAN CFM DALAM MELINDUNGI HAK PENGGUNA’

PERSONAL DATA PTOTECTION WORKSHOP9 FEBRUARY 2012

Azizan AfandiExecutive Director

Agenda

Agenda

Industry Forum under CMA

CMA embraces “SELF REGULATION”CMA embraces “SELF REGULATION”

s.94 of CMA: SKMM may designate industry bodys.94 of CMA: SKMM may designate industry body

SKMM designated 4 forumsSKMM designated 4 forums

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)

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)

Access ForumTechnical Standards Forum

Content ForumConsumer Forum

Agenda

Introduction to CFM

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

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

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

CFM’s Main Roles

Objectives and Purposesa) 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 2011-2012Council Members

Celcom (Malaysia) BhdEn. Jamaludin Abdullah

Malaysian Multimedia UniversityPn. Normazalila Abu Bakar

Kesatuan Perkhidmatan Perguruan KebangsaanMs. Yok Lim Pheng

Digi Telecommunications Sdn BhdEn Roslan Rosli

Media Prima BhdCik Laili Hanim Mahmood

Packet One Networks (M) Sdn BhdTn. Haji IR Ismail Haron

SecretaryTelekom Malaysia BhdEn Awang Kamaludin

TreasurerMeasat Broadcast Network Sdn Bhd

Pn. Mediha Mahmood

ChairmanMaxis Mobile Services Sdn Bhd

Pn. Mahfuzah Binti Azahari

MACFEADr. Doris Padmini

Persatuan Pengguna Islam MalaysiaEn Mustaffa Hamzah

Deputy ChairmanSEAMEO RECSAM

Tn. Haji Ahmad Bin Ramli

Consumer Association of PenangMr Ravinder Singh

Office Bearers

Demand Side

Supply Side

Composition:6 Demand Side6 Supply Side1 Alternate

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Tn Hj Ahmad Awang Kamaludin

Mediha Ravinder Mazalila IR Hj Ismail

Dr Doris Laili Mustafa Roslan Lok LimPheng

Jamaludin

Mahfuzah

Council Members

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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 – RM10Annual Fee – RM30

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 – RM10Annual Fee – RM30

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

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

CMAEntrance Fee – RM1,000Annual Fee – RM3,000

Supply Side: Any organization that offers network facilities,

network services, application services and content applications services within the meaning of the

CMAEntrance Fee – RM1,000Annual Fee – RM3,000

Agenda

VOLUNTARY CODES

S.95 – Forum may prepare voluntary code

on matters provided under CMA and only

effective upon registration by SKMM

SKMM accept code

drafted?

SKMM not satisfied that sufficient opportunity for

public consultation

Code consistent with:•CMA•Instrument•Relevant provision of CMA Register

COMPLIANCE TO VOLUNTARY CODES

BUT

Guidelines and best practices for C & M service providers

Compliance to GCC is mandatory for C & M service providers – part of their license

conditions

General Consumer Code (GCC)

Includes, among others, provisions for complaint management, information

protection & advertising

Registered by SKMM on 17 October 2003

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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

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TANGGUNGJAWAB PEMBERI PERKHIDMATAN DI BAWAH KOD

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TANGGUNGJAWAB PEMBERI PERKHIDMATAN DI BAWAH KOD

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Agenda

20

Complaints Channel

Walk in6-02, 6th Floor, Straits Trading Building, No. 2, Lebuh Pasar Besar, 50050 Kuala LumpurMalaysia

Tel: +603 2692 3800

Hotline : 1800 18 2222

Fax: +603 2693 2288

Email : aduan@cfm.org.my

www.complaints.cfm.org.my

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

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

Complaints Portal (CoP)Complaints Portal (CoP)

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

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

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

• Promotes communication transparency between complainant and Service Providers.

• Promotes communication transparency between complainant and Service Providers.

Agenda

Your Right As Consumers

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Chose suitable packages….

- Usage level? - Required speed? - Mobile or fixed or both? - Service Coverage? - Purpose? - Duration required? - CPE required?

BEFORE SUBSCRIBING…

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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

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BEFORE SUBSCRIBING…

Different Packages to Suit Different Needs

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Consumer IssuesIS THIS YOUR INTERNET SPEED???

Consumer IssuesARE unfair BILLS KNOCKING YOU OUT???

REPORT SCAMS TO

THE AUTHORITIES PROTECT

YOURSELF

SMS, email, Online Scams

Speak up…

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

Thank YouCommunications & 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 2288

Email : aduan@cfm.org.myHotline : 1800 18 2222

www.cfm.org.my