WITH the conditional movement control order (CMCO) now in place for selected businesses, ina ddition to the telecommunications sector as essential services, Telekom Malaysia Berhad (TM)announced that starting today it will resume its operations further to include service installations and restorations at customers’ premises in all areas, except for those in the enhanced movement control order (EMCO) areas.
The operations will be resumed with necessary safety protocols adhering to the guidelines set by the Ministry of Health (MoH), National Security Council (NSC) and the Malaysian Communications and Multimedia Commission (MCMC).
In addition, a total of 182 TMpoint outlets nationwide have also reopened, exceptthose that are located in the EMCO areas. With the revised scope of work, TMpoint outlets will open as per its standard operation hours, five days a week, from 8.30am to 4pm during the month of Ramadan and will be back to normal operation hours from 9am to 5.30pm after Ramadan, subject to any additional rules outlined by the respective state governments.
With its service operations back in action, TM will prioritise the installations and restorations works that are already in queue, before attending to new ones. Its focus is to clear all pending orders and repair dockets since the start of MCO, before proceeding with the new ones.
With the work scope newly extended, TM sincerely asks its customers for patience and understanding as the company progressively fulfils their requests due to the high number of work orders expected.
“We are very pleased and grateful for the Government’s decision to allow businesses, including the telecommunications sector to resume operations further in the effort to revive our economy in order to cushion the impact of the Covid-19 pandemic, ” said TM Group chief executive officer Datuk Noor Kamarul Anuar Nuruddin.
“Following this, we are delighted to announce that we are now ready to continue serving even more customers. This means we will proceed with service installations and restorations including activities that require our technical teams to enter customers’ premises in all zones – Green, Yellow and Red – so that our customers can fully enjoy our service offerings and stay productive while they stay at home.”
Commenting on the reopening of TMpoint outlets nationwide, Noor Kamarul elaborated: “This will provide the added convenience and flexibility to customers who prefer face-to-face interactions for their transactions, service enquiries and any other assistance. Customers can now walk in to our TMpoint outlets and perform the transactions that they wish to.
“However, we will still adhere to the guidelines set by MoH, NSC and MCMC, hence we will continue with the safety measures that have been put in place to ensure the safety of our customers and staff.
“We fully support a phased approach in increasing back to full capacity over time, and will immediately take the necessary actions should the need arise if our outlets and business operations are affected with the enforcement of EMCO.
“As a national provider of essential services, we will continue to adapt our operations to ensure the safety of our employees within the guidelines and restrictions guided by the Government, whilst we remain committed to deliver smooth continuity of our services for Malaysians nationwide.
“As the safety and health of our employees and customers remain our utmost priority, we also seek cooperation and understanding from our customers to comply with the safety protocols accordingly.
“We would like to encourage our customers to utilise our multiple digital channels should they need any service related support and our agents are ever ready to assist. TM is always here to help everyone to continue to stay safe at home or when you’re outside, stay productive, stay connected and stay informed during the CMCO, ” he said.
For activities at customers’ premises, among the precautionary measures that will be taken by on the part of TM personnel include:
• Temperature checks at the start of their shift. Their body temperature will be logged andany personnel who records a body temperature of more than 37.5ºC will not be allowed to work and will be advised to see the doctor.
• TM employees and contractors are required to declare their health status on a daily basis via aHealth Declaration Form.
• Wearing a face mask before entering the customer’s premise which will be disposed of outside of thepremises upon completion of work.
• Washing or sanitising hands before and after performing works, and practising good personal hygiene.
• Practising social distancing by maintaining a distance of 1m with the customer and nohand shake.
At the same time, for the safety of both parties during the installation or restoration process, customers are also advised to:
• Complete the digital Health Declaration Form provided by TM.
• Wear a face mask and practise good personal hygiene.
• Practise social distancing by maintaining a distance of 1m with the technicians and no hand shake.
Meanwhile, at TMpoint outlets, the following measures will be taken:
• All TM staff on duty will undergo temperature checks at the start of their shift. Their body temperature will be logged and any personnel who records a body temperature of more than 37.5ºC will not be allowed to work and will be advised to see a doctor.
• All premises will undergo sanitisation works before operations begin.
• Temperature checks for customers at the entrance. Customers who record a body temperature of more than 37.5ºC will not be allowed to enter the TMpoint outlet.
• TMpoint staff as well as the customers are to wear a face mask and regularly wash or sanitise their hands.
• Practise social distancing by maintaining a distance of 1m with TMpoint staff as well as other customers and no hand shake.
In the meantime, TM seek its customers’ patience, understanding and cooperation in following the new normal operating procedure, and encourages its customers to continue contacting TM customer service operations via the various alternative channels below for more convenience while staying at home:Dial 100 for TM contact Centres, live chat, social media and email (operating hours from 7am to 9pm)
Alternative digital payment channels via autopay, unifi self-care portal at unifi.com.my, myunifi app, online payment channels from any of your preferred bank via JomPay internet banking with TM’s biller codes(8888 for unifi Home, 2345 for Streamyx and Voice and 3608 for unifi Mobile) and via e-Wallet (Boost and Touch n Go app).
For more information, query, customer service, subscription and any support related needs, visit www.unifi.com.my.
Customers can also reach out to TM via its digital channels as follows:
• myunifi app (available for Android and iOS)
• unifi portal - unifi.com.my
• unifi online community forum at community.unifi.com.my
• Live Chat - http://bit.ly/unifilivechat
• Email – email@example.com
• Facebook - https://www.facebook.com/weareunifi/
• Twitter - https://twitter.com/helpmeunifi.
(The digital channels will only be manned between 7am to 9pm.)
TM will also continually monitor developments on the ongoing situation and adapt its services to help customers, whenever needed.
For more information on unifi’s latest packages and available promotion, customers can visit www.unifi.com.my. To #stayinformed, go to StayAlert.my portal – a one-stop authentic information resource and TM initiative, to help Malaysians stay up to date on the latest news and developments on Covid-19.
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