CFM: Telcos should inform customers immediately about service disruptions

Celcom customers faced difficulties accessing voice and data services due to a network disruption which started at around 3pm yesterday (Oct 5), which the telco said was due to an 'unforeseen technical incident'. — AP

The Communications and Multimedia Consumer Forum of Malaysia (CFM) has urged telcos to proactively inform customers if there are network issues affecting their services.

“Consumers should be notified immediately if they are facing service disruption,” CFM deputy chairman Mohamad Yusrizal Datuk Yusoff said in a statement.

The statement came after Celcom customers faced difficulties accessing voice and data services due to a network disruption which started at around 3pm yesterday (Oct 5).

Celcom said the issue was due to an “unforeseen technical incident” and services were gradually restored on the same day.

“We would like to apologise to our customers for the inconvenience caused, as they were unable to place calls and access Internet data,” the telco said a statement.

As compensation for the temporary network disruption, Celcom said no data would be deducted from customers’ subscribed amount from 6pm to midnight on the same day.

“CFM sees this as not just an issue of offering free data for the inconvenience, but rather that consumers need reassurances that such disruptions should not occur,” the government agency added.

CFM stated the issue also affected users from other service providers using Celcom’s network, such as Yoodo, redOne, Altel, XOX and Unifi Mobile.

It also noted concerns from users who expressed their grievances on social media.

“Besides that, we also saw various issues reported by consumers on social media such as not being able to complete online payments, unable to contact family members, while also affecting the experience of riders of e-hailing services as well as the source of income of their drivers.

“It has affected the consumers’ daily affairs as many people are reliant on telecommunication services in this new normal,” Mohamad Yusrizal added.

CFM also encouraged consumers to contact their telcos with detailed information when facing issues, adding that if the matter is not resolved, they can file a report to CFM via MCMC’s integrated portal.

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