Telecoms provider promises ‘service as usual’ during MCO

WITH the movement control order in place, Telekom Malaysia Bhd (TM) assures customers that they will continue to be served during the period.

The company will proceed with all new service installations at customers’ premises as usual.

Similarly, for service restoration activities, TM technical teams will attend to customers’ issues including inside their premises.

This applies to all zones, except in enhanced MCO zones and those designated under Home Surveil-lance Order where only critical requirements will be attended to.

Before performing any work at customers’ premises, TM personnel will take the necessary precautionary measures.

This includes temperature checks at the start of their shift; declaring their health status before entering the premises; wearing personal protection equipment where a face mask is mandatory; washing or sanitising hands before and after performing works; observing 1m physical distancing with customer and no hand shake; and practising good personal hygiene.

In addition, customers will be asked to fill up a Post Work Customer Declaration form to confirm adherence to the standard operating procedure by TM installers or the technical team who attend to their service requests.

At the same time, the operation hours of its customer touchpoints, including TMpoint outlets nationwide and TM Contact Centres, will be maintained while adhering to the SOP, as well as TM’s added safety guidelines.

However, customer interactions at TMpoint outlets will be limited with priority to essential transactions only such as new service applications, payments, complaints and enquiries, and collection of SIM card.

TM chief executive Imri Mokhtar said. “As the provider of national essential service, we are giving our assurance that our operations will continue as usual so that everyone can stay home, stay connected, stay entertained, stay informed and stay served during the MCO, and beyond.

“TM has taken and will continue to take all necessary measures to ensure the health and safety of our customers and employees.”

He added that customers requiring service support could utilise TM’s multiple digital channels and its agents were ready to assist.

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