CFM continues to reach the consumers by introducing its first mobile application, MY Mobile Rights (MMR). Looking at the rising number of smart phone users in Malaysia, the app is developed with the objective to facilitate consumer engagement and promote self-education.
YB Dato’ Jailani Johari, Deputy Minister of Communications and Multimedia unveiled CFM’S first mobile application, MY Mobile Rights (MMR) last week.
The new app is available for consumers to download from Google Play Store and Apple iTunes App Store.
“MMR, FIRST IN MALAYSIA acts as an additional but important platform for consumers to lodge a complaint on communications and multimedia services right from their smart phone and at the tip of their fingers. MMR helps to facilitate the complaints process by design, as it provides for a better consumer experience as well as increased mobile literacy among the consumers in Malaysia,” said Megat Ishak Maamunor Rashid, Chairman of CFM.
The convenience of the MMR app makes it a must download app in Malaysia – as the MMR is the MALAYSIA’S FIRST mobile application that offers one – stop consumers’ complaint submission for all communications and multimedia services providers in Malaysia. Consumers can lodge their complaint directly through the app regardless of service provider.
CFM consumers can simply experience the app with its four (4) main features with complaint submission as its main element.
- Complaint Submission
- Service Provider Location
- Tips and Guide
- Plan Recommender
With the Complaint Submission feature in the app, complaints will be directly forwarded to the Customer Service of the respective Service Providers as well as CFM and processed within three (3) working days. Consumers will receive a notification email and a copy of their complaint statement once they have completed the complaint submission process through the app.
“MY Mobile Rights is an initiative under the Consumer Empowerment Plan 2014 – 2016 (CEP) by MCMC with the objective of empowering consumers via a developmental approach to promote a self-regulating environment. This initiative was planned to recommend immediate regulatory measures and are based on Standards Operating Procedures (SOP) to manage critical consumer issues and challenges in the Communications and Multimedia industry,” said Dato’ Jailani Johari, Deputy Minister of Communications and Multimedia.
As of March 2016, CFM received a total of 1,634 complaints on various issues affecting consumers. Billing and Charging was the top complaint category for the first quarter (Q1) of 2016 with 591 complaints.
| COMPLAINTS | BILLING AND CHARGING | POOR SERVICE | POOR COVERAGE | SMS | MISLEADING PROMOTION |
| TOTAL | 591 | 559 | 126 | 116 | 51 |
MMR is a continuation of CFM’s ConsumerInfo Portal www.consumerinfo.my, with emphasis on several key initiatives to leverage and strengthen on the existing portal as well as to empower communications and multimedia consumers in Malaysia.
