MCMC gives TM final warning letter, says reviewing GCC to better protect users

In light of the situation, the regulatory body is reviewing the GCC to offer better protection to users and ensure that service providers are more careful when dealing with customers. — YAP CHEE HONG/The Star

PETALING JAYA: The Malaysian Communications and Multimedia Commission (MCMC) has issued a final warning letter to Telekom Malaysia, requiring it to comply with Section 1.2 of the Consumer General Code of Practice (GCC) which states a service provider must furnish adequate and accurate information in a simple language without hidden clauses.

Failure to comply with the instructions in the letter may result in action taken under Section 242 of the Communications and Multimedia Act 1988 which carries a fine of not more than RM100,000, a jail term of not more than two years, or both, if convicted.

As to the issue of TM decreasing the upload speed of its 500Mbps Unifi broadband plan, the telco is required to make amendments to all of its promotional and marketing material for the plan, as well as reach out to affected customers.

Last week, customers claimed TM had decreased the upload speed of its 500Mbp Unifi plan from the advertised speed of 200Mbps (megabits per second) to 100Mbps.

However, TM claimed it had not made changes to the “upload speed configuration”, adding that it was due to an error in the original marketing material for the 500Mbps plan, which it had corrected on Sept 2.

In a statement on Sept 20, TM said it will be reaching out to affected customers, offering them the option to terminate their subscription or roll back to their previous plan without penalty.

The 500Mbps plan, priced at RM249 per month, was introduced on Aug 24.

MCMC also reminded TM to ensure that customers receive the quality of service promised, adding it has to inform users of issues that may affect its service.

It said it viewed "weakness in TM's internal management” seriously, as it had resulted in confusion among consumers about the 500Mbps Unifi plan.

In light of the situation, the regulatory body is reviewing the GCC to offer better protection to users and ensure that service providers are more careful when dealing with customers.

It concluded that this incident should serve as a reminder to other telcos that consumer rights should be central to all businesses.