PETALING JAYA: The Malaysian Communications and Multimedia Commission (MCMC) has slammed Telekom Malaysia (TM) for a 43% increase in complaints since 2017.
In a statement on Monday (Nov 19), MCMC said it had received 7,946 complaints on TM services, representing an increase of 43% from the 4,528 received in 2017.
These complaints centred on consumer dissatisfaction over pricing (21%), the lack of Unifi coverage (16%), Unifi service disruption (13%), billing disputes (14%), service delivery (14%), and others (22%).
“Based on the average number of complaints for every 1,000 subscribers, TM has recorded the highest number of complaints when compared to other service providers,” the MCMC said.
It said that as the largest fixed broadband provider in the country with 85.97% market share of total subscribers, TM's inaction affected many Malaysians who depended on its services every day.
“Consumers are demanding better services for the money they are paying TM,” it said.
The MCMC added that TM's approach in handling complaints was to cite technical limitations and to request that consumers be patient.
The industry regulator said this was unacceptable.
“Leaving consumers in the dark is not the way a company of TM's stature should operate,” it said.
The MCMC also said TM must rationalise the disparity between Unifi and Streamyx pricing in per megabits per second (Mbps), so consumers were charged fairly.
“TM needs to be transparent in dealing with the rakyat by offering packages that are great value, (and) not take advantage of consumer's lack of options,” it said.
The MCMC said the government viewed the alarming decline in TM's service delivery very seriously.
It said it would not hesitate to take regulatory action against TM or any licensee found to be in breach.
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