Telcos must honour General Consumer Code of Practice as pledged: Gobind

The seven telecommunications companies which have signed the Consumer First Pledge must comply with the proposed General Consumer Code of Practice which prioritises complaint resolution and customer service quality, said Communications and Multimedia Minister Gobind Singh DeoThe seven telcos are Celcom Axiata Bhd, Digi Telecommunications Sdn Bhd, Maxis Broadband Sdn Bhd, Telekom Malaysia Bhd, Time dotcom Bhd, U Mobile Sdn Bhd and YTL Communications Sdn Bhd.

He said it was also an improvement over the existing standard of which 90% of the complaints had to be solved within 15 working days, and 95% completed within 30 working days. The seven companies pledged to implement various improvements including providing a more transparent mechanism for users to check the status of their complaints; promoting a more accessible complaint handling process; and enable a fair and reasonable complaint resolution.

According to the Malaysian Communications and Multimedia Commission’s statistics, more than 18,000 complaints were received on broadband service problems in the last quarter of 2018 while 14,000 complaints were received in the first quarter of this year.

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