Transcript Agenda

Communications and Multimedia
Consumer Forum of Malaysia
FORUM PENGGUNA
KOMUNIKASI DAN MULTIMEDIA MALAYSIA
(CFM)
‘PERANAN CFM DALAM MELINDUNGI HAK PENGGUNA’
PERSONAL DATA PTOTECTION WORKSHOP
9 FEBRUARY 2012
Azizan Afandi
Executive Director
Agenda
BASIC FRAMEWORK
INTRODUCTION TO CFM
VOLUNTARY CODES
COMPLAINTS MANAGEMENT AND RESOLUTION
CONSUMER PROTECTION & AWARENESS
Agenda
BASIC FRAMEWORK
INTRODUCTION TO CFM
VOLUNTARY CODES
COMPLAINTS MANAGEMENT AND RESOLUTION
CONSUMER PROTECTION & AWARENESS
Industry Forum under CMA
CMA embraces “SELF REGULATION”
s.94 of CMA: SKMM may designate industry body
SKMM designated 4 forums
Consumer Forum
Content Forum
Technical Standards
Forum
Access Forum
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)
Agenda
BASIC FRAMEWORK
INTRODUCTION TO CFM
VOLUNTARY CODES
COMPLAINTS MANAGEMENT AND RESOLUTION
CONSUMER PROTECTION & AWARENESS
Introduction to CFM
• Established in February 2001 as per the requirements
outlined in the Communications and Multimedia Act 1998
(CMA).
• Designated as an industry forum and funded by the
Malaysian Communications and Multimedia Commission
(MCMC/SKMM).
• Managed by a Council comprising of
representatives from NGOs, Public interest
groups, academia as well as C & M service
providers.
CFM’s Main Roles
formulate & produce consumer codes
provide complaint lodging & resolution avenues
recommend procedures for compensation &
an inexpensive alternative dispute resolution mechanism
promote awareness of consumer codes & protection
promote enhancement of service quality standards
Objectives and Purposes
a) 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 2011-2012
Council Members
Office
Bearers
Demand Side
Supply Side
Chairman
Maxis Mobile Services Sdn Bhd
Pn. Mahfuzah Binti Azahari
Secretary
Telekom Malaysia Bhd
En Awang Kamaludin
Deputy Chairman
SEAMEO RECSAM
Tn. Haji Ahmad Bin Ramli
Treasurer
Measat Broadcast Network Sdn Bhd
Pn. Mediha Mahmood
Digi Telecommunications Sdn Bhd
En Roslan Rosli
Persatuan Pengguna Islam Malaysia
En Mustaffa Hamzah
Packet One Networks (M) Sdn Bhd
Tn. Haji IR Ismail Haron
MACFEA
Dr. Doris Padmini
Media Prima Bhd
Cik Laili Hanim Mahmood
Consumer Association of Penang
Mr Ravinder Singh
Celcom (Malaysia) Bhd
En. Jamaludin Abdullah
Malaysian Multimedia University
Pn. Normazalila Abu Bakar
Composition:
6 Demand Side
6 Supply Side
1 Alternate
Kesatuan Perkhidmatan Perguruan Kebangsaan
Ms. Yok Lim Pheng
9
Council Members
Mahfuzah
10
Tn Hj Ahmad
Awang
Kamaludin
Mediha
Ravinder
Mazalila
IR Hj Ismail
Dr Doris
Laili
Mustafa
Roslan
Lok Lim
Pheng
Jamaludin
MEMBERSHIP
ORDINARY
any corporation, organization or association,
which falls within the definition of Demand Side
Members or supply Side Members
Supply Side:
Any organization that offers network facilities,
network services, application services and
content applications services within the
meaning of the CMA
Entrance Fee – RM1,000
Annual Fee – RM3,000
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 – RM10
Annual Fee – RM30
ASSOCIATE
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
Agenda
BASIC FRAMEWORK
INTORDUCTION TO CFM
VOLUNTARY CODES
COMPLAINTS MANAGEMENT AND RESOLUTION
CONSUMER PROTECTION & AWARENESS
VOLUNTARY CODES
SKMM not satisfied that
sufficient opportunity for
public consultation
S.95 – Forum may
prepare voluntary code
on matters provided
under CMA and only
effective upon
registration by SKMM
SKMM
accept code
drafted?
Code consistent with:
•CMA
•Instrument
•Relevant provision of CMA
Register
COMPLIANCE TO VOLUNTARY
CODES
Section 98 CMA
Voluntary Codes shall not be
made mandatory
Subject to s.99
Section 99 CMA
SKMM can Direct (according to s.51) any person to comply with
the codes
BUT
Minister issued declaration that it is a standard licence
conditions to compliance with consumer codes
Compliance with Consumer Codes is mandatory to all licensees
General Consumer Code (GCC)
Registered by SKMM on 17 October 2003
Guidelines and best practices for C & M
service providers
Compliance to GCC is mandatory for C & M
service providers – part of their license
conditions
Includes, among others, provisions for
complaint management, information
protection & advertising
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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
MENYEDIAKAN MAKLUMAT
PERKHIDMATAN
BIL
Harga: bayaran-bayaran yang
dikenakan, kekerapan
Ketepatan bil
Bil terkini diberikan
Maklumat cukup
Pakej: maklumat mengenai pakej
Liputan: lokasi mempunyai liputan
perkhidmatan
Penamatan: kontrak minima dan
pembatalan
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Dikeluarkan dalam masa 30 hari
selepas tarikh tutup
Tidak mengenakan bayaran untuk
mengeluarkan bil kecuali untuk
senerai terperinci, permintaan yang
membebankan, dsb
Semua caj dikenakan dalam bil
terkini, sekiranya tidak boleh, perlu
memaklumkan pelanggan
TANGGUNGJAWAB PEMBERI
PERKHIDMATAN DI BAWAH KOD
PELINDUNGAN
MAKLUMAT
PERIBADI
Tidak diberikan kepada pihak
lain tanpa kebenaran
Diproses untuk tujuan terhad
PENGENDALIAN ADUAN
Tidak dikenakan bayaran
Perakuan peneriman 3 hari
7 hari untuk memaklumkan kerumitan aduan
90% diselesaikan dalam masa 15 hari bekerja
Menjaga keselamatannya
Mempunyai polisi
pelindungan maklumat
pengguna
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95% diselesaikan dalam masa 30 hari bekerja
Sekiranya tidak diselesaikan dalam masa 45
hari, perlu memaklumkan pelanggan untuk
merujuk kepada CFM
Agenda
BASIC FRAMEWORK
INTORDUCTION TO CFM
VOLUNTARY CODES
COMPLAINTS MANAGEMENT AND RESOLUTION
CONSUMER PROTECTION & AWARENESS
Guidelines on Complaints handling
1. Refer to Service Provider
2. Forum Pengguna Malaysia (CFM)
3. SKMM, if complaints are still unsatisfactorily
resolved
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Complaints Channel
Walk in
6-02, 6th Floor, Straits Trading Building,
No. 2, Lebuh Pasar Besar,
50050 Kuala Lumpur
Malaysia
Tel: +603 2692 3800
Hotline : 1800 18 2222
Fax: +603 2693 2288
Email : [email protected]
www.complaints.cfm.org.my
Complaints Portal (CoP)
• Accessible via http://www.cfm.org.my/ by
clicking on ‘Lodge Complaint Here’.
• Registration is free (and so is the service!)
• Promotes communication transparency
between complainant and Service
Providers.
• Complainant is able to track all
complaints that was lodged in CoP
(whether it’s pending, resolved, or
closed).
Agenda
BASIC FRAMEWORK
INTORDUCTION TO CFM
VOLUNTARY CODES
COMPLAINTS MANAGEMENT AND RESOLUTION
CONSUMER PROTECTION & AWARENESS
Your Right As
Consumers
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BEFORE SUBSCRIBING…
Chose suitable packages….
-
25
Usage level?
Required speed?
Mobile or fixed or both?
Service Coverage?
Purpose?
Duration required?
CPE required?
BEFORE SUBSCRIBING…
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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Different Packages to Suit
Different Needs
TECHNOLO
GY
(WIRED/WI
RELESS/MO
BILE)
Data
Cap(??MB /
GB)
Speed(??M
BPS)
“URL
BASED”
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Charges:
Monthly/week
ly/daily/payper-use)
Consumer Issues
IS THIS YOUR INTERNET SPEED???
Consumer Issues
ARE unfair BILLS KNOCKING YOU OUT???
SMS, email, Online Scams
REPORT
SCAMS TO
THE
AUTHORITIES
PROTECT
YOURSELF
Speak up…
Let your service provider know the problems and what needs
to be improved….
Thank You
Communications & Multimedia Consumer Forum of Malaysia (CFM)
6-02, 6th Floor, Straits Trading Building,
No. 2, Lebuh Pasar Besar,
50050 Kuala Lumpur
Malaysia
Tel: +603 2692 3800
Fax: +603 2693 2288
Email : [email protected]
Hotline : 1800 18 2222
www.cfm.org.my