THE Malaysian Communications and Multimedia Commission (MCMC) has found over 1,000 non-compliance issues involving telecommunication service providers through quality tests conducted between January and July this year, says Teo Nie Ching.
The Deputy Communications Minister said the MCMC conducts periodic quality audits nationwide to ensure compliance with the Mandatory Standards for Quality of Service (MSQoS) by service providers.
MSQoS are regulations set by the MCMC governing the quality of wireless broadband services to ensure that telco providers meet the standards, including targets for download and upload speeds.
“Based on the 2024 audit findings, a total of 268 Commission Directives involving 219 locations were issued under subsection 51(2) of the Communications and Multimedia Act 1998 (Act 588) to service providers for non-compliance with MSQoS.
“The service providers involved are required to carry out improvements in service quality in the affected areas according to the directives issued,” she said during question time at the Dewan Rakyat.
“From Jan 1 to July 31, 2025, a total of 2,781 quality tests were conducted nationwide.
“Out of this, 1,684 MSQoS non-compliance issues involving 815 locations were recorded.”
Service providers have successfully resolved 462 non-compliance cases to meet the mandatory standards, she said.
Teo said the remaining 1,222 cases are still under assessment for issuance of Commission Directives, as they involve upgrading existing towers or constructing new towers, which requires more time.
The commission will also carry out follow-up inspections to verify service providers’ compliance and the implementation of improvements.
Service providers will be liable to a fine not exceeding RM1mil, imprisonment not exceeding 10 years, or both, under Section 53 of Act 588, for failure to comply with Commission Directives.
In addition, they may also be subjected to a fine of RM500,000, according to subsection 105(5) of Act 588.
Teo added that consumers can lodge complaints directly with service providers if they do not meet MSQoS standards via https://aduan.mcmc.gov.my.
Additionally, the public is encouraged to provide information on locations experiencing service quality issues via the MCMC Nexus app.
“Tests that show consistent download speeds below 10 Mbps will be forwarded to service providers for investigation and resolution.
“If the issue remains unresolved, MCMC will conduct an MSQoS audit to ensure appropriate improvement actions are implemented,” she said.
Teo was responding to a question by Muhammad Fawwaz Mohamad Jan (PN-Permatang Pauh) on the surveillance conducted and the penalties imposed against telecommunication companies, which fail to provide satisfactory coverage, especially in rural areas.
