Is MCMC Blaming Consumers for poor Telecommunication services? [Opinion]

The Malaysian Communications and Multimedia Commission (MCMC) recently released a statement saying that consumers deserve the best quality of telecommunication services.

At the same time, the regulator is also saying that consumers must co-operate with the Telcos to resolve a problem and consumers rights can’t be applied for consumers who don’t co-operate.

It also said that consumers have the right to terminate their contract, subject to terms and conditions set by the Telcos.

Full copy of the statement posted by MCMC on its social media page but not on its own website:

Opinion:

Is MCMC saying that consumers who co-operate with the Telco will be guaranteed the best quality of service? Answer: Of course not.

Is MCMC saying that Telekom Malaysia customers need to pay an realistic termination fee up to few thousand ringgit just to terminate their fibre broadband plan? Answer: Yes.

Is MCMC being ignorant on the fact that Telco-Consumer contracts are one sided that protects the interest of the Telcos, but not the consumer?

MCMC is asking consumers to make a complaint on their portal (SKMM Aduan) if consumer have issues not resolved by the Telcos. Can MCMC guarantee that they will resolve those issues or are they just making fun of the poor consumers?

Here are my own personal Telco issues.

I have issues with the mobile services from Yes. Apart from slow speeds, they don’t have a good mobile coverage at so many areas, especially indoor. As a responsible and co-operative consumer, I made a complaint to Yes but the complaint was closed within minutes!

Again, as a responsible and co-operative consumer, I proceed to submit all my unresolved complaints to MCMC. And what happens? Nothing.

And this is exactly the issues faced by many Malaysians out there. Its a two-decade old MCMC complaint system and it doesn’t resolve all consumer issues yet MCMC takes pride on “resolving consumer complaints” – makes me wonder if MCMC even understand what that means.

I made 3 complaints on Yes “No 4G” in the past 24 days and have not received a single acknowledgement from MCMC. The 3 complaints was marked resolved by Yes a few days ago while admitting possibilities of poor coverage at the areas I reported (Yes also shamelessly said I was making too many complaints). Some of areas I complained to MCMC include the underground LRT station from Jalan Ampang until Masjid Jamek (total 5 station) – used by millions of commuters and yet No 4G coverage from Yes.

So I say this again, MCMC is a Communication Regulator that is Deaf and Mute (can I also say useless but professional regulator?).

To prove my point, below are some of the Facebook comments posted by consumers in response to MCMC. At the time of writing, not a single comment were responded by the COMMUNICATION Regulator (because they don’t need to?):

Kathy Kathy
Suruhanjaya Komunikasi dan Multimedia Malaysia
MCMC complaint hotline has very rude service, staffs are hostile not understanding and they are supporting the telcos! MCMC never fight for consumers what consumer rights are you bull shitting?! Report lodged to MCMC but no action taken because all supports given to telcos! Telcos terms keep changing without notifying consumers and not transparent, so this is part of telcos ‘responsibility’?! Telcos are taking advantage of consumers! Speaking of cooperation, I gave full cooperation in the complaint process but only to be ignored and fooled by telcos! Consumers are victims!

Aizul Hakimi Rosmi
kes aku report dr thn lepas smpi MCO hri tu,apa pn tarak.. sembang je, laat2 case close.. alasan, fon x support coverage yg dorg offer. mslh,aku guna modem 🤦🏻‍♂️ taman aku nk ke celcom n mxs center lagenda height bkn jauh, sebelah2 je.. pn coverage mcm taik..telco byr denda kat mcmc,kita yg byr bulan2 kat telco ni xdpt apa

Andre Augustine
Sembang kari la… berapa kali dah buat aduan pasal unifi takde jugak penyelesaian. Kalau dah tau takde coverage, tak payah terhegeh-hegeh nak cover area yg betul2 takde coverage. Dan yang saya hairan sekali, unifi fiber dah siap ada coverage pun sebelah kawasan saya tinggal tapi bila saya mohon untuk upgrade, katanya takde port sebab belum ada ramai permintaan. Kenapa tak buat port dulu sebagai permulaan lepas tu baru ramai yang minta. Kawasan saya ni ramai dah pengguna streamyx kalau nak minta dia orang upgrade ke unifi home fibre memang ramai yang berkenan. Tapi tu la… Malaysia memang lewat dari segala segi. Misalnya India dah buat siaran UHD 4K lagi dan on the way upgrade ke 6K. Malaysia baru tergedik-gedik nak upgrade ke HD. Ni pun masih juga ada siaran tv yang analog SD. Dan oleh itu saya hanya anugerahkan emoji 😂😂😂😂 jer ianya memang sembang kari pun.

Fauzan Samsudin
Betul ke pengguna boleh tamatkan kontrak? Bual kosong je la.. Sembang lebat.. MCMC pn tak pernah nk pertahankan hak pengguna.. Sepatutnya wajibkan pada setiap penyedia rangkaian telco meletakkan syarat dan terma ‘PENGGUNA BOLEH MENAMATKAN KONTRAK SEKIRANYA TIADA LIPUTAN DI KAWASAN KEDIAMAN PENGGUNA & GANGGUAN TALIAN MELEBIHI 3 KALI’.. Berani ke MCMC suruh pihak telco masukkan syarat ni dlm kontrak mereka dgn pengguna? Syarat yg sy nyatakan ini hanya cadangan mungkin pihak MCMC ada idea dan syarat yg lebih ketat dan baru bg melindungi pengguna.. Jangan hanya menyebelahi pihak telco je.. Bekerja dgn jujur dan berintegriti tinggilah sikit..

Peter Thian
Buat laporan dgn Digi dan disindir lagi oleh operator digi sebab pakai plan murah dan kalau nak laju bayar lebih. Kalau tak jangan complain katanya. Masalahnya masa nak port out dulu, merek juga yang bukan main merayu suh stay dan offer package RM80 Unlimited. Awal tahun ini mereka downgrade signal dari 4G+ kepada 4G dan sekarang suka-suka dia bagi H+ kat kau. Bila complain suh upgrade plan. Kalau tak jangan complain. Masa nak suh bayar bukan main lagi call bertubi-tubi dan bar line orang. MCMC siap minta jawab survey hari tu. Lepas tu apa perkembangan nya? Takda? Time YB Gobind Singh juga best honetly. Suruhanjaya Komunikasi dan Multimedia Malaysia

Izzat Syahir
Suruhanjaya Komunikasi dan Multimedia Malaysia
Laporan setelah report kepada CELCOM:
” RM0 NOTIFICATION. We are truly sorry that you are not getting the best network experience. We regret to inform that there was a network congestion at the said location and no plan for new site at this moment. Thanks for your understanding and patience. Sincerely, Celcom”
Laporan setelah buat kepada MCMC:
” RM0 NOTIFICATION. We are truly sorry that you are not getting the best network experience. We regret to inform that there was a network congestion at the said location and no plan for new site at this moment. Thanks for your understanding and patience. Sincerely, Celcom”
*case closed*
MCMC pon xboleh nak bantu..

Ajet Ajet
sembang kari !!! Dh masok 7tahun ..masih lagi guna streamyx.. tiap tiap tahun janji coming soon. dh buat aduan di SKMM dan tiada tindakan terhadap TM.

Encik Leno
Report pun close tanpa penyelesaian. Talian 4g hampeh, fiber full. Mungkin nak kena panjat pokok baru ada tindakan

Abi Syafi Suffian
Dah buat laporan kpd mcmc lebih sebulan lalu mengenai caj celcom yg tiba2 ada sehingga kan disenaraikan dalam ctos..Tanpa bil dan tanpa penjelasan munasabah..Sehingga saat ini.. Pihak celcom tidak membuat apa-apa tindakan..

Fauzan Mustaffa
Telah membuat laporan sejak awal tahun 2019 tetapi masih tidak ada sebarang penambahbaikan. mereka hanya berkata “Tidak ada plan untuk tambahbaik dikawasa anda”. Until 2020 still same. U Mobile

Irhan Ishak
It’s very hard for me to not cursing you after all those reports.

ZaiLin Bersatu
Mcmc kena pasti kan telco² sedia ada memberi perkhidmatan internet laju pada rakyat, kerana semua di hujung jari. Kalau internet pun tak bagus, macam mana nak bekerja. SPRM patut di letakkan kat mcmc ni bersama audit.

Khuzer Azmi
Aduan berulang kpd MCMC telah dibuat, tapi pihak celcom masih tidak membuat sebarang penambahbaikan.
Harap maklum.

Clement David
Sudah complain but no response

Adrian Chin Chuen Ming
Suruhanjaya Komunikasi dan Multimedia Malaysia I sent email to complain in May, got reply in August says will investigate and wait until today Oct still no upstate yet from your site..

Muhammad Harith Hafiq
Sembang

Cz Chapit
Ye ke min. Dah buat aduan ke skmm tapi telco hantar email mintak maaf, dah tu template je dihantar maaf. Rebate pun takda. Kalau bagi data free tapi internet siput, tak guna jugak min.

Firdaus Allif
mcmc ni pun satu dol..patutnya mcmc lindungi pengguna ni tak korang lindungi telco..mcmc dol baca sini..bagi paham molek deh..kebanyakkan pengguna dah jemu layan telco yang scam penguna disebalik undang2…nak kata tak ada kerjasama dah bagi kerjasama penuh..call hotline telco ni dah mcm bercinta..tu belum masok komen kat fb lagi..buat aduan tapi tak nampak ada penambahbaikan masalah berlarutan tapi bulan bulan pengguna kene bayar..nak terminate kene lak bayar penalti sebab masih dalam kontrak..padahal line mcm chipsmore..bila pengguna fight minta dikecualikan penalti sebab line tak memuaskan dikatanya tak boleh sebab langgar term n cond..kalau mcm ni la gayanya..jgn mimpi nak ada 5g setanding negara maju..semua telco jaga poket masing2 pengguna dilembukan untuk kayakan telco..

Kilau Matoh
sembang babi lah, line d sabah smua sampah, 4g pn susah mau cari, 3g pndai hilang..cakap kualiti prkhidmatan trbaik, puiii la siall…kamu makan duit sja tu..jilat la tu smpai mati..

Mohd Firdaus
sembang. complaint kat MCMC bulan August 2020 masih belum selesai hingga kini

Kokseng Lim
RM0 INFO. We have received your report logged via MCMC. Our team is working hard to resolve your issue as soon as possible. We will contact you once the issue is resolved. Sincerely, Team Celcom.
Then? Story end Please lah Suruhanjaya Komunikasi dan Multimedia Malaysia Celcom never take it serious

https://www.facebook.com/SuruhanjayaKomunikasiMultimediaMalaysia/posts/4121384397887985

This is an opinion and a commentary.
scamboy is a consumer who feels that the Malaysian Government is wasting tax-payer’s money on MCMC. At the moment, he observes that MCMC is a problem to the industry and not a problem solver. It should be disbanded or replaced with people who would truly champion the rights of consumer.