Compounds were served to telcos that showed more than 3% dropped call rates in its Quality of Service in Extensive End-Point Service Availability Testing (EESAT) for Q3 in 2013. A total of 120 compliance measurements were conducted in various locations throughout the whole country.
Celcom Axiata Berhad was served seven separate compounds totaling RM310,000, DiGi Telecommunications Sdn Bhd received 11 separate compounds totaling RM480,000, Maxis Mobile Services Sdn Bhd had nine separate compounds amounting to RM360,0000, and U Mobile Sdn Bhd was issued one compound of RM50,000.
The amount is six times more than the compounds that were issued in March 2013.
“We stepped-up EESAT in 2013 due to the numerous complaints and reports received from the public, NGOs and media regarding dropped calls early last year. We view complaints about telcos very seriously especially for failing to deliver to consumers the service they claimed to offer but any action taken against them must comply with due process under the law,” said MCMC chairman, Datuk Mohamed Sharil Tarmizi.
“This involved compliance testing and analyses thereafter, which may take time. Hence, we thank the public for their understanding and assistance in reporting issues such as this to MCMC and urge them to continue to report to their service providers on all issues relating to quality of service, particularly on dropped calls.”
The testing done in Q3 last year indicated that Maxis had the highest dropped call rate of 8.16% in Pendang, Kedah. DiGi came second and third with 8% and 7.78% dropped call rates in Laluan Jalan Utama from Tuaran to Kudat and Laluan Jalan Utama from Membakut to Keningau, respectively.
“We also met with the telcos’ CEOs and asked them to put more effort in improving the quality of service within a certain period of time. MCMC made it clear that it will not hesitate to take stern action against the telcos if they failed to comply,” Sharil said .
“In fact, it may be timely to start exploring on a star-rating system for telcos so that consumers may make an informed choice about the best service provider for them.”
In terms of complaints relating to dropped calls, MCMC observed that there has been a reduction of 33.3% in Q1 2014 compared to Q3 2013.
All telcos showed a reduction of complaints on dropped calls, except for Maxis which doubled theirs. DiGi on the other hand managed to reduce dropped calls complaints by 89% during the said period.
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