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 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) Access Forum Technical Standards Forum Content Forum Consumer Forum

Agenda BASIC FRAMEWORK INTRODUCTION TO CFM VOLUNTARY CODES COMPLAINTS MANAGEMENT AND RESOLUTION CONSUMER PROTECTION & AWARENESS

Introduction to CFM Designated as an industry forum and funded by the Malaysian Communications and Multimedia Commission (MCMC/SKMM). Established in February 2001 as per the requirements outlined in the Communications and Multimedia Act 1998 (CMA). 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 Council Members Celcom (Malaysia) Bhd En. Jamaludin Abdullah Celcom (Malaysia) Bhd En. Jamaludin Abdullah Malaysian Multimedia University Pn. Normazalila Abu Bakar Malaysian Multimedia University Pn. Normazalila Abu Bakar Kesatuan Perkhidmatan Perguruan Kebangsaan Ms. Yok Lim Pheng Kesatuan Perkhidmatan Perguruan Kebangsaan Ms. Yok Lim Pheng Digi Telecommunications Sdn Bhd En Roslan Rosli Digi Telecommunications Sdn Bhd En Roslan Rosli Media Prima Bhd Cik Laili Hanim Mahmood Media Prima Bhd Cik Laili Hanim Mahmood Packet One Networks (M) Sdn Bhd Tn. Haji IR Ismail Haron Packet One Networks (M) Sdn Bhd Tn. Haji IR Ismail Haron Secretary Telekom Malaysia Bhd En Awang Kamaludin Secretary Telekom Malaysia Bhd En Awang Kamaludin Treasurer Measat Broadcast Network Sdn Bhd Pn. Mediha Mahmood Treasurer Measat Broadcast Network Sdn Bhd Pn. Mediha Mahmood Chairman Maxis Mobile Services Sdn Bhd Pn. Mahfuzah Binti Azahari Chairman Maxis Mobile Services Sdn Bhd Pn. Mahfuzah Binti Azahari MACFEA Dr. Doris Padmini MACFEA Dr. Doris Padmini Persatuan Pengguna Islam Malaysia En Mustaffa Hamzah Persatuan Pengguna Islam Malaysia En Mustaffa Hamzah Deputy Chairman SEAMEO RECSAM Tn. Haji Ahmad Bin Ramli Deputy Chairman SEAMEO RECSAM Tn. Haji Ahmad Bin Ramli Consumer Association of Penang Mr Ravinder Singh Consumer Association of Penang Mr Ravinder Singh Office Bearers Demand Side Supply Side Composition: 6 Demand Side 6 Supply Side 1 Alternate 9

Tn Hj AhmadAwang Kamaludin MedihaRavinderMazalilaIR Hj Ismail Dr DorisLailiMustafaRoslanLok Lim Pheng Jamaludin Mahfuzah Council Members 10

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 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 MEMBERSHIP ORDINARY ASSOCIATE any corporation, organization or association, which falls within the definition of Demand Side Members or supply Side Members 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 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 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 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

Agenda BASIC FRAMEWORK INTORDUCTION TO CFM VOLUNTARY CODES COMPLAINTS MANAGEMENT AND RESOLUTION CONSUMER PROTECTION & AWARENESS

VOLUNTARY CODES S.95 – Forum may prepare voluntary code on matters provided under CMA and only effective upon registration by SKMM SKMM accept code drafted? SKMM not satisfied that sufficient opportunity for public consultation Code consistent with: CMA Instrument Relevant provision of CMA Register Code consistent with: CMA Instrument Relevant provision of CMA Register

COMPLIANCE TO VOLUNTARY CODES Minister issued declaration that it is a standard licence conditions to compliance with consumer codes Compliance with Consumer Codes is mandatory to all licensees Section 99 CMA SKMM can Direct (according to s.51) any person to comply with the codes Section 98 CMA Subject to s.99 Voluntary Codes shall not be made mandatory BUT

Guidelines and best practices for C & M service providers Compliance to GCC is mandatory for C & M service providers – part of their license conditions General Consumer Code (GCC) Includes, among others, provisions for complaint management, information protection & advertising Registered by SKMM on 17 October

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 16

TANGGUNGJAWAB PEMBERI PERKHIDMATAN DI BAWAH KOD MENYEDIAKAN MAKLUMAT PERKHIDMATAN Harga: bayaran-bayaran yang dikenakan, kekerapan Pakej: maklumat mengenai pakej Liputan: lokasi mempunyai liputan perkhidmatan Penamatan: kontrak minima dan pembatalan BIL Bil terkini diberikan Ketepatan bil Maklumat cukup 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 17

TANGGUNGJAWAB PEMBERI PERKHIDMATAN DI BAWAH KOD PELINDUNGAN MAKLUMAT PERIBADI Tidak diberikan kepada pihak lain tanpa kebenaran Diproses untuk tujuan terhadMenjaga keselamatannya Mempunyai polisi pelindungan maklumat pengguna PENGENDALIAN ADUAN Tidak dikenakan bayaran Perakuan peneriman 3 hari 7 hari untuk memaklumkan kerumitan aduan 90% diselesaikan dalam masa 15 hari bekerja 95% diselesaikan dalam masa 30 hari bekerja Sekiranya tidak diselesaikan dalam masa 45 hari, perlu memaklumkan pelanggan untuk merujuk kepada CFM 18

Agenda BASIC FRAMEWORK INTORDUCTION TO CFM VOLUNTARY CODES COMPLAINTS MANAGEMENT AND RESOLUTION CONSUMER PROTECTION & AWARENESS

3. SKMM, if complaints are still unsatisfactorily resolved 2. Forum Pengguna Malaysia (CFM) Guidelines on Complaints handling 1. Refer to Service Provider 20

Complaints Channel Walk in 6-02, 6th Floor, Straits Trading Building, No. 2, Lebuh Pasar Besar, Kuala Lumpur Malaysia Tel: Hotline : Fax:

Complainant is able to track all complaints that was lodged in CoP (whether it’s pending, resolved, or closed). Complaints Portal (CoP) Accessible via by clicking on ‘Lodge Complaint Here’. Accessible via by clicking on ‘Lodge Complaint Here’. Registration is free (and so is the service!) Promotes communication transparency between complainant and Service Providers.

Agenda BASIC FRAMEWORK INTORDUCTION TO CFM VOLUNTARY CODES COMPLAINTS MANAGEMENT AND RESOLUTION CONSUMER PROTECTION & AWARENESS

Your Right As Consumers 24

Chose suitable packages…. - Usage level? - Required speed? - Mobile or fixed or both? - Service Coverage? - Purpose? - Duration required? - CPE required? BEFORE SUBSCRIBING… 25

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 26 BEFORE SUBSCRIBING…

Different Packages to Suit Different Needs TECHNOLO GY (WIRED/WI RELESS/MO BILE) Speed(??M BPS) Charges: Monthly/week ly/daily/pay- per-use) “URL BASED” Data Cap(??MB / GB) 27

Consumer Issues IS THIS YOUR INTERNET SPEED???

Consumer Issues ARE unfair BILLS KNOCKING YOU OUT???

REPORT SCAMS TO THE AUTHORITIES PROTECT YOURSELF SMS, , Online Scams

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, Kuala Lumpur Malaysia Tel: Fax: Hotline :