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How To Make Complaint Against Your Telecommunication Providers

August 1st, 2009 · 2 Comments

Phone in water photo

(image source: 123fr.com)

If you are not happy with the internet speed provided by Streamyx or P1, if you are not happy with the call rate that Maxis or Celcom charge you, or your letter was not properly handled by Pos Malaysia or Fedex, what can you do apart from complaining to these providers?

You may have the below 3 options:

1. Malaysian Communications and Multimedia Commission(MCMC) Complaints Bureau

MCMC regulates and promotes the communications and multimedia industry encompassing telecommunications, broadcast, internet services, postal and courier services as well as digital certification.

MCMC aims to ensure consumers enjoy choice and satisfactory levels of service at affordable prices, where consumers benefit through the provisioning of necessary services and complaints are handled fairly and effectively, as well as monitor and facilitate the resolution of complaints received from consumers, in accordance with the provision of Sections 195 and 196 of the Communications and Multimedia Act.

Below is the extraction of the information from MCMC site as to how to make a complaint to MCMC Complaints Bureau?

“If you have complaints on:

TELECOMMUNICATION SERVICES

Your fixed line and mobile phone service (no coverage, dropped calls, billing, false charges, charge imposed for sms not subscribed or requested, etc.)

For dropped calls and no coverage, please provide data, time of incidence, location (i.e name of town/ village /place), roads or description of the area and landmarks if any.

TV/ RADIO PROGRAMS

Program aired on TV/ Radio (quality, contents, etc.)

INTERNET SERVICES

Your Internet Service (quality, availability, etc.)

POSTAL SERVICES

Postal/ courier service and digital signatures (availability, delivery, etc.)

Consumer can lodge complaint to the SKMM Consumer Complaints Bureau through the following channels:

Online Complaints: http://aduan.skmm.gov.my

Write/walk in:

SKMM Consumer Complaints Bureau,
Suruhanjaya Komunikasi dan Multimedia Malaysia,
63000 Cyberjaya, Selangor

Tel : 603 8688 8000
Fax: 603 8688 1880
Email: aduanskmm@cmc.gov.my
Complaint hotline: 1-800-888-030
(8.30am-5.30pm, Mon-Friday)

Before making the complaint, please download the GUIDELINES FOR COMPLAINTS HANDLING and the Form 1 – Notification of Complaint

2. The Tribunal For Consumer Claims

Based on a Malaysian lawyer, Richard Wee, in the case of Telekom Malaysia v Tribunal Tuntutan Pengguna (2007) 1 MLJ 626, High Court held that consumers of telecommunication products and services which falls within S188(1) of the MCMC Act cannot refer their complains to the Consumer Tribunal but instead to MCMC.

However, Richard further said that recent amendment of the Consumer Protection Act allows comsumers to make complaint against their telecommunication providers in The Tribunal For Consumer Claims.

Please go to The Tribunal For Consumer Claims website for more information.

3. If you can prove that the telecommincation provider is against any laws, you may engage a lawyer and take the company to court.

Tags: -==Legal Tips==- · Consumer's Rights · Internet Law · Malaysian Cyber Law

2 responses so far ↓

  • 1 Equadsduccisa // Nov 26, 2009 at 5:32 am

    Thank you looking for details. It helped me in my task

  • 2 ho yik man // Feb 17, 2011 at 6:56 pm

    Regarding hotlink charges.
    Why Maxis charged for unanswered handphone
    call.According to their coustomer service staff,customers will be charged once their handphones’lines are connected even though no one pick up the call.Maxis is charging 35sen for 4 second for the ringing tone.It is legal binding that Maxis charged such a high fee?

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