Plans are in place to speed up complaints resolution: telcos

  • TECH
  • Friday, 14 Jun 2019

Various telco representatives taking part in the pledge to the Malaysian Communications and Multimedia Commission to improve services, (L-R) TIME dotCom Berhad general counsel and chief regulatory officer Julian Ding, YTL CEO Communications Sdn Bhd Wing K. Lee, U Mobile CEO Wong Heang Tuck, Celcom Axiata Bhd CEO Mohamad Idham Nawawi, MCMC chairman Al-Ishsal Ishak, Telekom Malaysia Berhad CEO Datuk Noor Kamarul Anuar Nurrudin, Maxis chief executive officer Gokhan Ogut, and Digi Telecommunications Sdn Bhd chief corporate affairs officer Joachim Rajaram. YAP CHEE HONG/ The Star.

Telcos claim to already have plans in motion to match the Malaysian Communications and Multimedia Commission’s (MCMC) requirement that resolution of complaints be sped up to within three to 15 working days.

Celcom Axiata Bhd CEO Mohamad Idham Nawawi said the company was already close to meeting the standards required, resolving nearly 86% of complaints within three days.  

He explained that this was achieved through investments into the customer service side, which allowed them to resolve matters more autonomously without wasting time escalating complaints. 

In addition to reviewing the General Consumer Code (GCC) to shorten the timeline for resolving complaints, MCMC is also drafting a General Compensation Plan (GCP) which would streamline and speed up compensation when customers are impacted by telco service issues. 

Asked about compensation, Mohamad Idham said there were many factors behind connectivity issues like fibre cuts and power failures that were outside the telco’s control. Celcom intends to improve transparency on the causes behind connectivity issues to help manage customers’ expectations in such situations, he added.

Maxis Bhd chief executive officer Gokhan Ogut says the rollout of self service apps and portals are making customers more self reliant, so they do not need to resort to filing a complaint to resolve an issue.

He revealed the MyMaxis and Hotline RED apps have over 3 million active users, which proves the adoption among users for this strategy. 

YTL Communications Sdn Bhd CEO Wing K. Lee said telco customers have increasingly gone mobile, whether they are using WiFi or mobile connectivity, thus the company invested in a service that connects mobile customers directly to its Customer Relationship Management (CRM) software. 

He said that the bulk of the wasted time in the complaints process was in forwarding information, and that this solution allowed customers to more efficiently provide information like their location and connectivity issues, removing guess work for the troubleshooting staff. 

Telekom Malaysia Bhd CEO Datuk Noor Kamarul Anuar Nurrudin says efforts have been taken to improve offline solutions too, reducing wait time at TMpoint outlets by 75% as of Q1 this year. Meanwhile, wait time on online chats have been reduced by 60% in the same period, he said. 

Other telco representatives present at the pledge to improve services included TIME dotCom Bhd general counsel and chief regulatory officer Julian Ding, U Mobile CEO Wong Heang Tuck and Digi Telecommunications Sdn Bhd chief corporate affairs officer Joachim Rajaram.

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