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Guide
for Consumers
Consumer
protection is a significant feature in the Communications and Multimedia Act
1998 where the Malaysian Communications and Multimedia Commission is
committed in ensuring consumers enjoy choice and satisfactory level of
services at affordable price, benefit through provisioning of necessary
services and effective handling of complaints.
On that note, the Malaysian Communications and Multimedia Commission has
issued the Guidelines on Complaints Handling, in exercise of its powers
conferred by sections 195 and 196 of the Communications and
Multimedia Act 1998. The Guidelines set out the principles and procedures for
the making, receipt, handling and resolution of complaints in relation to the
conduct or operation of licensees under the Communications and Multimedia Act
1998.
- Guidelines for Complaints Handling English | Malay
Complaint Procedure
Consumers are advised to refer to the guidelines when making complaints on service providers in the communications and postal industries, and use the form provided here.
Form 1 - Notification of Complaint Word | PDF
Consumer can send the above complaint form either by hand/post/fax/email to
SKMM Consumer Complaints Bureau
Malaysian Communications and Multimedia Commission
63000 Cyberjaya, Selangor
Attention: Consumer Protection Department
Tel: 03-86888000
Fax: 03-86881880
Complaint Hotline: 1-800-888-030
Email: aduanskmm@cmc.gov.my
Dispute
resolution
The
Communications and Multimedia Act 1998 seeks to provide that disputes between
persons or parties about matters under the Act should be resolved by
negotiations between the two parties. Disputes, as defined by the
Communications and Multimedia Act 1998 include matters related to compliance
with undertakings, compliance with the standard access obligations,
interference or access to any post, network facilities or right-of-way.
If parties cannot resolve a dispute and one party does not wish to adopt the conditions
of an undertaking, the parties may seek resolution of the dispute by the
Malaysian Communications and Multimedia Commission.
To this end, the Malaysian Communications and Multimedia Commission has
published the Guidelines for Dispute Resolution in exercise of its powers
conferred by section 85 by the Communications and
Multimedia Act 1998. The Guidelines contain principles and procedures for the
resolution of disputes or a class of disputes by MCMC in relation to any
matter under the Communications and Multimedia Act 1998 or its subsidiary
legislations.
- Guidelines for Dispute
Resolution
- Form 1 -
Notification of Dispute Word | PDF
- Form 2 -
Statement of Case Word | PDF
- Form 3 -
Statement of Reply Word | PDF
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Form 4 - Reply to
Counter-claim Word | PDF
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Result of
Preliminary Inquiry PDF
Spectrum Interference Complaints
For matters relating to radio interferences, please fill in the "Radio Frequency Interference Form"
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