Theme of the CFM Annual Report - consumerinfo.my€¦ · CFM Annual Report 2014 The concept for the...

2 THEME OF THE CFM ANNUAL REPORT 2014

Theme of the CFM Annual Report 2014

The concept for the CFM Annual Report 2014 is “communicate”. As CFM has recently undergone a rebranding exercise with the launching of a new corporate identity and colours, alongside the increased outreach activities particularly via social media and on-ground events, this annual report’s theme is based around the idea of maximizing the communication of the new identity, brand mark, colours, and most importantly the CFM ethos.

The annual report’s design is focused on clearly communicating the progress and achievements of CFM and the CFM Secretariat. Key design decisions include selection of sans serif typefaces for headlines and body text, structured and minimalist-inspired infographics, as well as the clarity in the organization of design elements all work together to achieve a strong sense of communication.

3CFM ANNUAL REPORT 2014

CFM WAS ESTABLISHED IN FEBRUARY 2001 as a society with representation from all relevant parties, including the “supply and demand” side of the communications and multimedia industry. It was designated by MCMC as the Communications and Multimedia Consumer Forum in 2002 to protect the rights of consumers of that sector. This is in line with the requirements of the Communications and Multimedia Act 1998 (CMA) which facilitates industry self-regulation.

As a designated forum, CFM is tasked with, among others, the preparation of consumer Codes that would be used as a base guideline for the provisioning of services by the communications and multimedia service providers. The General Consumer Code (GCC) was accepted by MCMC as an industry Code in 2002 along with the Internet Access Code. CFM reviews and updates the GCC every 3 years. An annual report is also available on activities and progress of CFM. Please visit our website to download; or write us at [email protected] for a copy.

Below are the key functions of CFM:

CODES DRAFTING To draft, develop, prepare, amend, modify, review and update the Codes.

LEGAL To advise the Council on legal requirements and considerations.

MEMBERSHIP To enlist and update membership of CFM.

EDUCATION AND PROMOTIONS To promote the objectives and publish the activities of CFM and to provide avenues for dissemination of public information and education regarding consumer rights.

COMPLAINTS HANDLING To provide avenues for lodging complaints relating to consumer matters. To provide for procedures for handling complaints and grievances and to recommend solutions for the resolution of such complaints.

COMPLIANCE & MONITORING To enhance the understanding of the General Consumer Code (GCC) among service providers, to promote adoption of GCC in service providers’ procedure, practices and policy, to ensure a high level of compliance with GCC and to prepare the industry for self-regulation.

CONTENTS

Corporate Information

Chairperson’s Message

Board Of Councillors’ Structure

Our Board of Councillors

Membership Of The Organisation

Executive Director’s Review Of Orperations

Organisation Structure Of CFM

CFM Milestone Throughtout 2009 - 2014

Complaints & Compliance Management Department

(CCMD) Committee Report

5 6 8

9 11 14

16 18 21

Corporate & Codes Management

Committee (CDMD) Committee Report

Communications & Public Relations

Department (CPRD) Committee Report

33 38Photos OF

CFM

86


AUDITORS

Shanker & Co Chartered Accountants (AF1881)Unit K-1-3, Block K, Dataran Ara Damansara,47300 Petaling Jaya, Selangor, MalaysiaTel: 603-7845 9418 • Fax: 603-7845 8418

REGISTRAR

Pendaftar Pertubuhan MalaysiaRegistered on 13 February 2001Registration No: PPM-011-14-13022001

REGISTERED OFFICE

Forum Pengguna Komunikasi Dan Multimedia Malaysia(Communications & Multimedia Consumer Forum of Malaysia)6-02, 6th Floor, Wisma Straits Trading,No 2 Lebuh Pasar Besar, 50050 Kuala Lumpur, Malaysia

BANKERS

Bank Muamalat Malaysia BerhadCIMB Bank Berhad

CORPORATEINFORMATION

6 CHAIRPERSON ‘S MESSAGE

“Your Rights, Our Priority” - these four words accurately describe the Communications and Multimedia Consumer Forum of Malaysia’s (CFM) focus since its inception 13 years ago. These four same words have also been the main driving force for our activities in 2014. Emphasis was given to engage our stakeholders more effectively while at the same time we looked at how CFM could improve the existing framework and processes. This meant an increase in CFM’s visibility as well as improving the management of consumer complaints by ensuring compliance amongst Service Providers to the General Consumer Code of Conduct for the Communications and Multimedia Industry (GCC). CFM itself underwent a transformation with the newly elected Board of Councillors, together with new team members of the CFM Secretariat. I am very pleased to see the synergy that exists between our councillors, our members, stakeholders, strategic partners and the CFM Secretariat which has greatly helped CFM achieve its objectives for 2014. In our various engagement and awareness activities throughout the year, we noticed that more and more consumers are now aware of the rights and know where to seek redress for their unresolved complaints. From January to December 2014, a total of 126,054 calls were made to CFM’s hotline number 1 800 18 2222 while a total of 6,904 complaints were lodged with CFM, showing an increase of 10% from the year 2013. This increase could be attributed to better awareness of CFM’s existence as well as to the consumers’ own awareness of their rights. Spearheading the core activity in CFM, the Complaints and Compliance Management Department (CCMD) team embarked on two tact finding activities. The first, the Communications and Multimedia Consumer Satisfaction Survey revealed that there are still gaps in general awareness and knowledge among respondents. CFM also undertook a Crowdsourcing study to support complainant claims on dropped calls problem in selected areas throughout Malaysia. The findings identified areas for improvement in the management of these complaints and the need to expand this project to a larger demographics for a more conclusive outcome. It gives me great pleasure to welcome our two new members, Persatuan Kebajikan Pengguna Melaka and Altel Communications Sdn Bhd on board and look forward to their engagement and support in our activities I would also like to welcome two new council members, Persatuan Pengguna Daerah Kuala Terengganu (PPDKT) and Persatuan Pelindung Pengguna Kelantan (PELINDUNG) who will be replacing Persatuan Pengguna Islam Malaysia (PPIM) and the National Council of Women’s Organization

CHAIRPERSON'S MESSAGEDR. ELISTINA ABU BAKARChairmanCommunications and Multimedia Consumer Forum of Malaysia (CFM)

ASSALAMUALAIKUM W.B.T.

Malaysia (NCWO) who have withdrawn. I have no doubt that their contributions and participation at the Council Meetings would further enhance CFM’s efforts in making the communications and multimedia industry even better. The review of General Consumer Code of Practice for the Communications and Multimedia Industry (GCC) was confined to achieve steady progress through dialogues and consultations with all relevant and interested stakeholders. It was also the same scenario for the establishment of an Alternative Dispute Resolution (ADR) platform with aims to provide an inexpensive way to deliberate and resolve complicated complaints in the industry. We understand that in order to provide a clearer picture to consumers on what CFM is all about, a series of events including exhibitions, workshop, seminars, membership engagements as well as media engagement have helped CFM reach larger audiences throughout Malaysia. The Publication of our SHOUT newsletter also gave the opportunity for the forum to build relationships and maintain contact with our stakeholders on what is happening at CFM and in the industry in general. The introduction of Knowledge Sharing Sessions (KSS) has enabled CFM to share consumer–friendly technical knowledge on issues such as dropped calls, high international roaming charges, unsolicited SMS, false registration and poor service. The first Knowledge Sharing Sessions (KSS) was held at Zenith Hotel in Kuantan, Pahang on 30 October 2014. In addition to that, the celebration of World Telecommunications and Information Society Day (WTISD) 2014 at Le Meridien, KL proved to be the highlight for CFM in 2014. The forum helped deliver relevant information effectively to the general public. CFM would not have been able to achieve its objectives for 2014 without the continuous contribution and enthusiastic participation of its members. With this in mind and on behalf of the Council Board Members, I would like to thank all who have contributed and supported the growth of CFM towards becoming a platform where consumers can express their thoughts, suggestions and expectations on communications and multimedia services in Malaysia A special word of thanks goes out to the Ministry of Communications and Multimedia (KKMM), the Malaysian Communications and Multimedia Commission (MCMC) and members from the communications and multimedia industry for their guidance and support towards CFM’s continuous progress. Finally, to the CFM secretariat team, I would like to express, on behalf of the Council, our heartfelt thanks for their dedication and tireless effort in helping us implement and roll out the programs and activities towards a more proactive and progressive CFM for the benefit of the industry and its consumers I sincerely believe, with everyone coming together to continue all the good work that has been done this year, CFM will achieve greater success in 2015.

CORPORATE & CODES MANAGEMENT COMMITTEE

Headed byMAHFUZAH AZAHARI

COMPLAINTS & COMPLIANCE MANAGEMENT COMMITTEE

Headed by RAVINDER SINGH

COMMUNICATIONS & PUBLIC RELATION COMMITTEE

Headed by MEGAT ISHAK

CHAIRPERSONMACFEA

DEPUTY CHAIRPERSONTUNE TALK SDN BHD

TREASURERPERTUBUHAN PEMBIMBING KEWANGAN

PENGGUNA & KELUARGA MALAYSIA (KPM)

SECRETARYASTRO

CONSUMERS ASSOCIATION OF PENANG (CAP) CELCOM AXIATA BERHAD

CONSUMERS ASSOCIATION OF KEDAH (CAKE)

DIGI TELECOMMUNICATION SDN BHD

PERSATUAN PELINDUNG PENGGUNA KELANTAN (PELINDUNG)

MAXIS MOBILE SERVICES SDN BHD

PERSATUAN PENGGUNA KUALA TERENGGANU (PPDKT)

SISTEM TELEVISYEN MALAYSIA BHD (TV3)

NATIONAL UNION OF THE TEACHING PROFESSION (NUTP)

OFFICE BEARERS

WORKING COMMITTEES

In support of the Operational Functions of the Forum, Working Committees are set up to head and direct The Secretariat in all Operational matters. Head of Working Committees are comprised of members from the Board

of Council.

BOARD OF COUNCILLORS’ STRUCTURE


OUR BOARD OF COUNCILLORS 2014

Megat Ishak Ma’amunor RashidDeputy ChairpersonTune Talk Sdn Bhd

Dr Elistina Abu BakarChairpersonMACFEA

NamePositionOrganisation

Abdul Rahman SamadTreasurerKPM

Azlinda Zainal AbidinSecretaryASTRO




From left to right: Megat Ishak Ma’amunor Rashid, Dr Elistina Abu Bakar, Azlinda Zainal Abidin, Abdul Rahman Samad

10 OUR BOARD OF COUNCILLORS 2014

LAILI HANIM MAHMOODCouncil MemberSistem Televisyen Malaysia BHD (TV3)

ZAKIAH HANUM KASSIMCouncil MemberCelcom Axiata Berhad

ROSLAN ROSLICouncil MemberDigi Telecommunication Sdn Bhd

MAHFUZAH AZAHARICouncil MemberMaxis Mobile Services Sdn Bhd

RAVINDER SINGHCouncil MemberPersatuan Pengguna Pulau Pinang (CAP)

HAJI AHMAD OTHMANCouncil MemberPersatuan Pelindung Pengguna Kelantan

NORMAZALILA ABU BAKARCouncil MemberPersatuan Pengguna Kuala Terengganu

MOHAMAD YUSRIZAL DATO’ YUSOFFCouncil Member Persatuan Pengguna Kedah (CAKE)

DATUK LOK YIM PHENGCouncil MemberPersatuan Perkhidmatan Perguruan Kebangsaan (NUTP)

From left to right: Roslan Rosli, Mohamad Yusrizal Dato’ Yusoff, Haji Ahmad Othman, Ravinder Singh

From left to right: Normazalila Abu Bakar, Zakiah Hanum Kassim, Datuk Lok Yim Pheng, Mahfuzah Azahari, Laili Hanim Mahmood


No COMPANY JOINED

1 Sistem Televisyen (M) Bhd ( TV3 ) 2 March 2001

2 Maxis Broadband Sdn Bhd 7 March 2001

3 Maxis Mobile Services Sdn Bhd 7 March 2001

4 TT DotCom Sdn Bhd 7 March 2001

5 Astro Radio Sdn Bhd 8 March 2001

6 DiGi Telecommunications Sdn Bhd (Digi) 9 March 2001

7 Telekom Malaysia Berhad (TM) 11 March 2002

8 Jaring Communications Sdn Bhd 2 April 2002

9 TM Net Sdn Bhd 23 Oct 2002

10 Measat Broadcast Network Systems Sdn Bhd (ASTRO) 30 Dec 2003

11 Celcom Axiata Berhad 18 Aug 2004

12 Packet One Networks (M) Sdn Bhd (Green Packet Berhad) 24 July 2007

13 Pernec Paypoint Sdn Bhd 1 Dec 2009

14 U Mobile Sdn Bhd 21 Dec 2009

15 Tunetalk Sdn Bhd 15 April 2010

16 YTL Communications Sdn Bhd 1 March 2011

17 Asian Broadcasting Network (ABN) 6 March 2012

18 Altel Communications Sdn Bhd 15 March 2013

19 REDone Mobile Sdn Bhd 6 August 2013

MEMBERSHIP OFTHE ORGANISATION

Supply Side

12 MEMBERSHIP OF THE ORGANISATION

No COMPANY JOINED

1 Persatuan Pengguna Pulau Pinang (CAP) 2 March 2001

2 National Council Of Women's Organization (NCWO) 3 March 2001

3 Multimedia University (MMU) 9 March 2001

4 Kesatuan Perkhidmatan Perguruan Kebangsaan (NUTP) 9 March 2001

5 Persatuan Pengguna Islam Malaysia (PPIM) 30 June 2004

6 Consumer Association of Miri (CAM) 13 July 2004

7 Persatuan Pengguna Negeri Sembilan (NESCA) 31 Aug 2006

8 Persatuan Ekonomi Pengguna & Keluarga Malaysia (MACFEA) 14 Nov 2007

9 Malaysian Mobile Content Providers Association (MMCPA) 10 April 2008

10 Persatuan Pengguna Kedah (PPK) 24 Feb 2010

11 Persatuan Pengguna Daerah Kuala Terengganu (PPDKT) 25 Febr 2010

12 Persatuan Pengguna Melaka Tengah (PPMT) 1 March 2010

13 Persatuan Kebajikan Pengguna Johor (JCWA) 2 March 2010

14 Persatuan Pemilik-pemilik Telefon Bimbit Malaysia(PERBIT) 6 March 2012

15 Pertubuhan Pembimbing Kewangan Pengguna & Keluarga Malaysia (KPM) 21 March 2012

16 Persatuan Pelindung Pengguna Kelantan (PELINDUNG) 21 March 2012

17 Universiti Kebangsaan Malaysia (UKM) 21 March 2012

18 Malaysian Consumer Association (MACONAS) 21 March 2012

19 Persatuan Pelindung Pengguna Pulau Pinang (PCPA) 20 Sept 2012

20 Universiti Sains Islam Malaysia (USIM) 20 Sept 2012

21 Persatuan Pelindung Keselamatan Pengguna Kuala Lumpur (PKP) 20 Sept 2012

22 Persatuan Kebajikan Pengguna Melaka 1 January 2013

No NAME JOINED

1 Raja Darryl and Goh 8 Feb 2010

2 Abdul Manaf bin Bohari 21 April 2010

Demand Side

Associate Members

In 2014, cellular phone services accounted for 46.4% of total complaints received by CFM, and is the service type most complained about by consumers.

14 EXECUTIVE DIRECTOR”S REVIEW OF ORPERATION


A great year has passed, another great year awaits. It has been a remarkable progress for the Communications and Multimedia Consumer Forum of Malaysia (CFM) in 2014 as we keep working towards providing an easy-to-use platform for consumers to lodge unresolved complaints on communications and multimedia services. Over the 12 months of 2014, CFM has gone through significant growth both in terms of how it operates as well as the people behind it. CFM looked at improving its internal processes by reviewing and enhancing existing Standard Operation Procedures (SOPs) while at the same time looking at closing gaps in current practices in the organization. In terms of strengthening the CFM Secretariat, we recruited seven new team members to replace outgoing ones as well as to fill in new vacancies created in the Complaints and Compliance Management Department (CCMD) and the Communications and Public Relations Department (CPRD), making it a total of 15 Secretariat members altogether. This new team will help to serve our stakeholders better and assist us in achieving our goals. I believe these changes will help CFM become the reference point for all consumer matters related to the Communications and Multimedia industry. CFM’s 14th Annual General Meeting took place by the Lakeside at Marina Putrajaya, Selangor on 25 November 2014 and attended by seventeen members from Demand Side and nineteen members from Supply Side including three representatives from the Malaysian Communications and Multimedia Commission (MCMC). On another note, we are proud to announce the arrival of CFM’s Official Car which began hitting the roads in December 2014. It aims to help carry the CFM team and branding all around Malaysia for our awareness and engagement activities, with the hope of reaching out to Malaysians at every location, bringing CFM’s message and tips towards becoming a knowledgable consumers.

“A Day of Giving Back” is a corporate social responsibility programme, where CFM worked with another NGO, Emcees of Malaysia (EOM), to spread some Hari Raya Aidilfitri joy to Rumah Amal Nur Muhammad, Rumah Kebajikan Nurul Qana’ah, Rumah Kebajikan Siti Khadijah Anak-Anak Tahfiz Puteri and Rumah Amal Suci Rohani. The children were treated to a shopping trip to buy new clothes and shoes before going for a buka puasa dinner at a nearby restaurant. Finally, I would like to thank our councillors, members and all our stakeholder including the CFM Secretariat who have worked very hard to help move CFM forward in 2014. It is their commitment and focus that has enabled CFM to be where we are today. I look forward to seeing CFM achieve greater heights in 2015.

Thank You.

EXECUTIVE DIRECTOR’S REVIEW OF OPERATIONSALY SHAHAROMExecutive DirectorCommunications and Multimedia Consumer Forum of Malaysia (CFM)

ASSALAMUALAIKUM W.B.T.

I believe these changes will help CFM to become the reference point for all consumer matters related to the Communications and Multimedia industry.

ORGANISATION STRUCTURE OF CFM 2014

EXECUTIVE EXECUTIVE

EXECUTIVE

BOARD OFCOUNCILLORS

WORKING COMMITTEES

EXECUTIVEDIRECTOR

DIRECTOR

CORPORATE AND CODES

MANAGEMENT

COMMUNICATIONS AND PUBLIC RELATIONS

COMPLAINTS AND COMPLIANCE MANAGEMENT

MANAGER MANAGER MANAGER

EXECUTIVE EXECUTIVE EXECUTIVE

EXECUTIVE EXECUTIVE

ADMINISTRATIVEASSISTANT

EXECUTIVE

EXECUTIVE

Ahmad Izham KhairuddinDirector

DIRECTOR OF CFM

Salabiah Mohamad MadnashCCMD

Noor Shahdiella Abd MananCPRD

Kartini HasbiCDMD

MANAGERS

18 CFM MILESTONE THROUGHTOUT 2009 - 2014

CFM MILESTONE THROUGHOUT2009 - 2014

April CFM launches ‘Know Your Rights Campaign and CFM branding

1 MayAppointment of En Muhamad Tahir Muhamad Noor as 1st Executive Director

JuneCFM relocated from Kelana Jaya to Straits Trading Building in Kuala Lumpur

AugustCFM CONSUMERinfo inaugural publication

October Launch of CoP and CONSUMERinfo education series with Dato’s Joseph Salang

20 October9th AGM at Crowne Plaza Kuala Lumpur. Tuan Haji Khairuddin Yunus (NESCA) elected as Chairman

February – AprilGCC Public Consultation at 7 venues nationwide

6 MayGCC Review Workshop at SKMM Cyberjaya

29 June10th AGM held at Singgahsana, Petaling Jaya

OctoberAppointment of En Azizan Mohd Afandi as 2nd Executive Director

February CONSUMERinfo portal 1st draft proposal

30 June11th AGM at Cyberview Lodge Cyberjaya, elected Puan Mahfuzah Azahari (Maxis) as Chairman

2009 2010 2011

27 July 12th Annual General Meeting at Pullman Putrajaya

February CFM’s visit to Ofcom, United Kingdom (a project under ADR)

13 May Appointment of En Ahmad Izham Khairuddin as 1st Director of CFM

22 August13th Annual General Meeting held at KL’s Bird Park & election for New Council Member for term 2013/2015. Appointment of Dr Elistina Abu Bakar (MACFEA) as Chairman

1 SeptemberAppointment of En Aly Shaharom as 3rd Executive Director of CFM

DecemberCFM launches CONSUMERinfo portal and Consumer Guide Book: DECIDING WHAT’S GOOD FOR YOU!

May World Telecommunications and Information Society Day CFM Forum at Le Meridien

July Review of the standard of procedure for Compaint Operating Management

27 OctoberArrival of CFM’s, first official car WA7140R

25 November14th Annual General Meeting held at Marina Putrajaya

2012 2013 2014


April CFM launches ‘Know Your Rights Campaign and CFM branding

1 MayAppointment of En Muhamad Tahir Muhamad Noor as 1st Executive Director

JuneCFM relocated from Kelana Jaya to Straits Trading Building in Kuala Lumpur

AugustCFM CONSUMERinfo inaugural publication

October Launch of CoP and CONSUMERinfo education series with Dato’s Joseph Salang

20 October9th AGM at Crowne Plaza Kuala Lumpur. Tuan Haji Khairuddin Yunus (NESCA) elected as Chairman

February – AprilGCC Public Consultation at 7 venues nationwide

6 MayGCC Review Workshop at SKMM Cyberjaya

29 June10th AGM held at Singgahsana, Petaling Jaya

OctoberAppointment of En Azizan Mohd Afandi as 2nd Executive Director

February CONSUMERinfo portal 1st draft proposal

30 June11th AGM at Cyberview Lodge Cyberjaya, elected Puan Mahfuzah Azahari (Maxis) as Chairman

2009 2010 2011

27 July 12th Annual General Meeting at Pullman Putrajaya

February CFM’s visit to Ofcom, United Kingdom (a project under ADR)

13 May Appointment of En Ahmad Izham Khairuddin as 1st Director of CFM

22 August13th Annual General Meeting held at KL’s Bird Park & election for New Council Member for term 2013/2015. Appointment of Dr Elistina Abu Bakar (MACFEA) as Chairman

1 SeptemberAppointment of En Aly Shaharom as 3rd Executive Director of CFM

DecemberCFM launches CONSUMERinfo portal and Consumer Guide Book: DECIDING WHAT’S GOOD FOR YOU!

May World Telecommunications and Information Society Day CFM Forum at Le Meridien

July Review of the standard of procedure for Compaint Operating Management

27 OctoberArrival of CFM’s, first official car WA7140R

25 November14th Annual General Meeting held at Marina Putrajaya

2012 2013 2014

2014 saw a total of 2,678 Service Quality cases, an increase of 43% compared to 2013. Most consumers complained about service downtime.


CCMDCOMPLAINTS & COMPLIANCE MANAGEMENT DEPARTMENT

22 CCMD COMMITTEE REPORT

Executive SummaryThe Communications and Multimedia Consumer Forum of Malaysia (CFM) was established to protect the rights of consumers in the communications and multimedia industry by ensuring that Service Providers (SPs) comply with Part 3 of Complaints Handling to deal reasonably with consumers and adequately address consumer complaints.

In 2014, CFM managed to resolve 6,765 complaints (or 98% of all complaints received). The remaining complaints lodged in December 2014 were resolved in 1Q2015.

Meanwhile, the Consumer Forum managed to resolve and close 83% of cases received within 30 business days, compared to the General Consumer Code (GCC) benchmark of 95%.

The number of complaints received over the past 5 years saw an increase of 287% year-on-year. A significant increase of complaints was seen since the beginning in 2012. One factor which contributed to this increase is the placement of our redress badge on all Service Providers’ (SPs) websites, as well as our continued participation in exhibitions, workshops, seminars and other public events.

We have four dedicated members who have contributed significantly towards the resolution of complaints within our jurisdiction and improving efforts to engage with both demand and supply side in order to meet consumer expectation and safeguard consumer rights. CFM will continue to carry out its duties and responsibilities to mediate unresolved complaints.

Moving Forward in 2015

Aims to be recognized as the advocator of communication and multimedia consumer rights and to be the vital mechanism for industry self-regulation.

Striving to increase compliance monitoring, ensuring adherence by Service Providers and the effectiveness of GCC to the industry.

We look forward to engaging with Service Providers and the Demand Side in order to meet the challenges and objectives of the future.

Consumer Forum will consistently address issues related to this, will continue to protect consumer rights.


Complaints Resolution AnalysisConsistent periodic review and proactive measures were taken to ensure complaints were resolved according to the set timeline. The GCC benchmark for complaints resolution is 90% resolved within 15 business days and 95% complaints resolved within 30 business days. We faced challenges when dealing with the high volume of complaints last year with limited manpower. However we managed to close up to 83% within 30 business days. Our target for 2015 is to achieve 90% resolution within 30 business days. CFM has made significant changes towards our internal process to effectively managing complaints.

Our revised version of Standard of Procedure (SOP) has allowed us to implement a monitoring mechanism which is able to track and trigger any unattended complaints and alert the Service Provider on a daily basis.

This SOP helped to promote better complaint management handling and ensures responsiveness within the stipulated timeline.

Complaints Received in 2014 by Quarter

Total complaints received in 2014 was 7,188. Total complaints attended and responded to in 2014 was 6,904 - an increase of 10.35% compared with 6,257 in 2013. There were a total of 284 complaints beyond CFM jurisdiction and redundancy complaints lodged by complainants. On average, 1,726 complaints were received on a quarterly basis. The highest number complaints received was in Quarter 2 (1,888), followed by Quarter 4 (1,861).

Q1 Q2 Q3 Q4

1536

1888

16191861

16.00%

5.00%

83.00%

95.00%

64.00%

90.00%

>30 ≤30 ≤15

2014GCC BENCHMARK


Note: Industry ‘Others’ refers to Leased Line, E-mail Service, VOIP.

The above graph shows the types of complaint received based on a particular service type. Service downtime is the most common complaint received for the wired broadband, wireless broadband, pay TV and fixed line categories. CFM noted that the the service downtime issue was related to technical problems, such as faulty cables, wiring, device or modem. The table on the following page is an explanation of each category listed in graph above.

Complaints by Service Type

Complaints about cellular phone services has seen an increase year-on-year. In 2013, 46.7% of 6,257 complaints was due to cellular phone services; in 2014, this number was 46.4%, which remains the service type most complained about by consumers. This is mainly due to the rapid development of the cellular telecommunications industry, which has seen an exponential growth in the number cellular subscribers over the past half decade. Broadband services contributed 40.4% of total complaints (1,085 for wireless, 1,306 for wired broadband and 401 for mobile broadband). Pay TV and Fixed Line represented 7.5% and 4.17% of total complaints received respectively.

Service Type

Cellular Phone

Wireless Broadband

Wired Broadband

Mobile Broadband Pay TV Fixed

Line Others

JAN - DIS 3,209 1,085 1,306 401 521 288 94

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CELLULAR MOBILE BROADBAND WIRED BROADBAND WIRELESS BROADBAND PAT TV FIXED LINE OTHERS

358

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23 23 14 13 26 7 7 2 1

467


Complaint Sub Category Definition

3G3G is a 3rd generation cellular service, and is a faster network for phone and data transmission compared to EDGE. 3G is able to handle more data, thereby making data transfers faster and improves phone call quality.

Poor/No Coverage Dissatisfactory telecommunications service coverage quality.

Billing Problem/Dispute Dispute on charges, payment not credited, billing errors, subscription package is-sue. Consumers were charged but unable to access service.

Billing Problem/Dispute - Domestic Data Usage

Complainant claims that the internet/mobile data activities were not made from their phone. Complainant acknowledges that they may have accessed the internet via wifi, but claims they were still charged for data usage and were not adequately warned about the access charges (no notification given).

Dispute on T&C Dispute involving duration of contract, any special terms or conditions in the con-tract, or any other specific provision.

Fraud Registration Fraudulent and unauthorized registration of a consumer onto a service.

Installation/Activation Service activation or installation that was not within the stipulated time frame.

Internet Connection/Speed Unsatisfactory speed or intermittent broadband connection.

Mobile Number Portability

Issues related to the service enabling customers to retain their existing telephone number when switching from one mobile service provider to another, e.g. delay in the porting process due to the current contractual agreement with the existing service provider, or due to outstanding balance with the existing service provider.

Others Refers to complaints beyond CFM purview, such as scams/spam calls, cable theft, etc.

Poor Customer ServiceDissatisfactory customer service experience, e.g. no after-sale service to con-sumer, misinformation on rates/package, long waiting queue when calling service provider call centres.

Rebate/Refund A request for bill waiver or deposit refund after termination of subscription.

Service Downtime Internet or telephony service fully out of service due to equipment or technical failure.

Unfair Practice

Refers to complaints about dissatisfaction and unfair treatment towards the com-plainant’s request or the complaint, e.g. a new promotion or a new subscription plan with more offers could cause existing customers to feel they were being un-fairly treated.

Unsolicited/ Unsubscribed SMS

Refers to complaint about receiving unauthorised service from third party through Short Message Service (SMS). Consumers complain about getting unreasonable and unsolicited SMSes from unknown third parties.


Complaints Analysis By Category

Complaint Category Jan - Dec Percentage

Service Quality 2678 38.79%

Billing and Charging 1828 26.48%

Poor Coverage 717 10.39%

SMS 511 7.40%

Unfair Practice 271 3.93%

Dispute on T&C 121 1.75%

No Coverage 275 3.98%

Misleading Promotion 256 3.71%

Others 130 1.88%

MMS 104 1.51%

Miscellaneous 10 0.14%

Telecomm Tower/Equipment 3 0.04%

Grand Total 6904 100

The table above lists the total and percentages of complaints received by CFM through 2014, according to categories. Service quality is evidently the most issue complained most by consumers (38.79%), followed by billing and charging (26.48%) and poor service coverage (10.39%).


There has been a significant increase in the total number of Service Quality cases year-on-year. 2014 saw a total of 2,678 cases, an increase of 43% compared to 2013. The most number of complaints was service downtime (926 cases). Complaints received on internet connection or speed were 581, whereas Poor Customer Service, Mobile Number Portability and installation/activation complaints totalled 346, 273, and 248 cases respectively.

2014 saw 1,828 complaints lodged with regards to billing & charging related to billing problem/dispute (816), domestic usage (240), poor billing system (237), rebate/refund (161) and unreasonable charges (134).

CFM received 717 complaints about Poor Coverage againts all major Service Providers in Malaysia. The number of complaints fluctuated each month. Q1 saw the most number of complaints (190), the highest compared to the rest of 2014 (Q2: 179, Q3: 176, Q4: 156). A total of 332 complaints were received in relation to mobile coverage, 180 were dissatified with 3G coverage and 165 complained about their internet broadband services.

May 2014 saw a near 4-fold increase in unsolicited SMS complaints (407) compared to 2011, and became one of the top 5 trending complaint ever since. However, the number began decreasing from July till the end of 2014, with a marked drop in November.

JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC


147

108

131140

154146

125

163173

186

157

198

184

138 138

257283

201

159

195

293269 273

288

Poor Service

Billing &Charging

PoorCoverage

79

46

65 58

79

58

42

76

58

4146

69


SMS


4443 41

57 56

4450

3734 37

25

43

1

2

3

4

Top 5 Complaint CategoriesIn order to assess the current state of problems faced by consumers, we have identified the top 5 categories of complaints received. These are Service Quality, Billing & Charging, Poor Coverage, SMS and Unfair Practise, which have been the same top 5 categories of complaints received from 2010 to 2014.


Unfair practices include customers being unaware of contract terms which bar them from early termination of services, package changed without customer consent and no alternative given prior to changes. CFM also received complaints on prepaid validity expiry without prior notification to consumers.

Remedial action will be taken should CFM be able to indentify unfair practises by a Service Provider. CFM has taken every step to ensure that all issues and complaints made by consumers are adequately addressed by Service Providers.

The Malaysian Communications and Multimedia Commission (MCMC) has looked into this matter seriously. As a result, Service Providers have taken corrective measures in managing complaints made by consumers.

In 2013, MCMC compounded 12 content service companies a total amount of RM260,000 due to the violation of conditions stipulated in their licenses.

In 2014, MexComm Company Sdn Bhd (MexComm) was fined RM15,000 for sending SMS advertisements that violated the Mandatory Standard for Mobile Content Services issued by MCMC.

In 2014, MCMC issued 28 compounds to major telecommunication companies in relation to dropped calls.

Complaints by Service Provider

UnfairPractice


37

2732

2126

23

16

22 22 21

9

15

5C

ELC

OM TM

MAX

IS P1

DIG

I

ASTR

O

YTL

Um

obile

ABN

xces

s

Red

ON

E N

etw

ork

Tune

Tal

k

414265

227

315

516

693765

1597

1369

1095

Com

plai

nts

Service Provider


Complaints SourceCFM received complaints from various sources. The majority of complaints were received directly from the public via several channels; the most popular channel is our Online Complaint Portal (complaint.cfm.org.my). CFM has also received complaints from MCMC, Kementerian Perdagangan Dalam Negeri, Koperasi dan Kepenggunaan (KPDNKK) and Consumer Associations like the Consumer Association of Penang (CAP). CFM looks forward to deploying other non-web based complaints channels via platforms such as mobile apps.

KPDNKKKementerian Perdagangan dalam Negeri, Koperasi dan Kepenggunaan

MCMCMalaysia Communication and Multimedia Commission

KPDNKK548

CFM5,972

MCMC335

CAP34

CMCF8

CAKE6

PPDKT1

CFM is tasked with mediating unresolved complaints for all communication and multimedia services except for postal and courier services. The major players in mobile telecommunications lead the total number of complaints by service provider received in 2014.

Celcom accounts for 23.13% of the total number of complaints, followed by TM (19.82%) and Maxis (15.86%). In 2014 there were no complaints received against Salamfone (a Mobile Virtual Network Operator (MVNO) which operated using the Maxis 2G network) as the service provider closed down its business on August 1, 2013.

However, the existence of new MVNO such as Altel, Clixster, Redone Network and ABNxcess contributed to the complaint statistics for 2014.

457891029

Pen

ang

Fon

Jari

ng

Clix

ster

Red

Ton

e

XOX

Tim

e D

ot C

om

ALTE

LCAPConsumer Association of Penang

CMCFCommunications and Multimedia Content Forum of Malaysia

CAKEConsumer Association of Kedah

PPDKTPersatuan Pengguna Daerah Kuala Terengganu

Com

plai

nts

Service Provider


No Date Programme Organizer Participation

1 21 JanDiscussion on CFM Complaint Online Portal with Complaints Bureau MCMC

MCMC CCMD

2 24 Jan Consumer Empowerment Taskforce -1/2014 with MCMC MCMC CCMD

3 29 Jan Complaints Review and Updates with CELCOM CCMD CELCOM

4 29 JanDiscussion with UiTM Puncak Alam on Research on Complaints Data in Telecommunication and Multimedia Industry

CCMD UiTM

5 17 Feb Discussion on Complaints Issue with Digi CCMD DIGI

6 18 Feb Discussion on Complaints Issue with Celcom CCMD CELCOM

7 18 Feb Discussion on Complaints Issue with P1 CCMD P1

8 7 MarDiscussion on new Complaint Online Portal Systems with CCB MCMC + Vendor

MCMC CCMD

9 10 MarComplaints & Compliance Working Committee Meeting No. 1/2014

CCMDDigi, Celcom, TM, CAKE, CAP, KPM, PKPKL

10 10 Mar Discussion on Complaints Issue with YES CCMD YES

11 1 AprDiscussion on the research project for complaints data with UiTM.

CCMD UITM

12 7 MayMeeting with TM on rounding mechanism and billing payment

CCMD TM

13 9 May CoP review and enhancement with vendor - Padimas CCMD PADIMAS

14 12 Jun Meeting with UiTM - ‘Pilot Study Survey’ result. CCMD UITM

15 24 Jun NCCC Seminar at Cititel MidValley NCCC CCMD, CPRD

16 26 JunComplaints & Compliance Working Committee Meeting No. 02/2014


17 10 Jul Discussion on CFM Telephone System CCMD VENDOR

18 18 JulDiscusssion with MCMC on proposed approach to the performance of resolving complaints

CCMD MCMC

19 6 AugPresentation of ‘Mymobile Coverage’ Application by NFE Consulting Sdn Bhd

CCMDNFE Consulting Sdn Bhd

20 6 AugComplaints & Compliance Working Committee Meeting No. 03/2014


21 22 Aug Meeting with KPDNKK and MCMC on Rounding Mechanism MCMC CCMD

CCMD Activities Report 2014


22 27 Aug Presentation by Oracle for MCMC ‘E-aduan’ System MCMC CCMD

23 10 SepComplaints & Compliance Working Committee Meeting No. 04/2014


2412 – 13 Sep

Karnival ICT at SerembanCPRD, MCMC

CCMD

2517 – 19 Sep

KL Converge at Kuala Lumpur Convention Centre CPRD CCMD

26 23 Sep GCC Retreat with demand and supply side CDMD CCMD

27 15 Oct Courtesy visit from NTRA Egypt CFM CCMD

28 27 OctMYSHRED MOBILE'S Tea-Talk on Protecting Personal Data & Managing Risks at Bukit Kiara

Myshred Mobile

CCMD

29 27 OctMeeting with MCMC on Industry Integrated Complaint Management System

MCMC CCMD

30 28 OctComplaints & Compliance Working Committee Meeting No. 05/2014


31 28 Oct Visit to Astro at Bukit Jalil ASTRO CFM

32 30 Oct Industry Knowledge Sharing Session at Kuantan CPRD CCMD

33 3 Nov Training MyMobile CoverageCCMD, NFE Consulting

CCMD

34 5 NovGCC briefing to ASTRO’s Regulatory and Customer Service Team

ASTRO CCMD

35 14 Nov Meeting with MCMC on Industry Integrated Complaint Management System

MCMC CCMD

36 18 Nov Meeting with MCMC on Celcom-PPU Charges MCMC CCMD

37 20 Nov Discussion on Complaint Process with TM in CFM CCMD TM

38 25 Nov CFM Annual General Meeting at Marina, Putrajaya CFM CFM, ALL

39 27 NovVisit to Tribunal Tuntutan Pengguna Malaysia, Kuala Lumpur

CDMD CFM

40 28-30 NovPikom Fair & Industry Knowledge Sharing Session at Pulau Pinang

CPRD, CCMD

ALL

41 3 -4 Dec Training Microsoft Excel & Speed Reading di SKMM MCMC CCMD

42 9 DecComplaints & Compliance Working Committee Meeting No. 06/2014


43 16 Dec Crowdsourcing Project – Presentation of final report CCMD NFE Consulting

44 19 Dec CCMD Monthly Meeting CCMD CCMD

45 23 DecUITM Consumer Complaints Pilot Study - Result & Analysis Presentation

CCMD CCMD, UITM

46 24 DecMeeting with MCMC on Industry Integrated Complaint Management System

MCMC CCMD


CCMDSecretariat

Salabiah Mohamad MadnashManager, CCMD

Jouhana MansorExecutive, CCMD

Mohd Safwan SabreeExecutive, CCMD

Muhammad Akmal AzmanshahExecutive, CCMD

Ungku Azilah Ungku AzizExecutive, CCMD


CDMDCORPORATE & CODES DRAFTING DEPARTMENT

34 CDMD COMMITTEE REPORT

Overview from the Codes Drafting Working Committee2014 saw the Codes Drafting Working Committee execute activities aligned to its mission and objectives as stipulated in the CFM Constitution, in order to achieve CFM’s vision and mission. The primary focus of the Codes Drafting Working Committee was on completing the General Consumer Code (GCC) Review, and to prepare the final draft of the Agents and Dealers Code of Conduct.

In November 2014, the Working Committee submitted the reviewed General Consumer Code of Practice for Communications and Multimedia (GCC) to MCMC for feedback, comments, and approval. A two-day GCC Review Workshop was held at the JW Marriot Hotel Putrajaya on 22–24 September 2014, attended by all the GCC Sub-Working Group Committees. This was followed by a one-day GCC Review Extended Workshop at the Pullman, Bangsar in October 2014 with 70 participations from various organizations from the Supply- and Demand-side, as well as researchers, experts, regulators, government agencies, personal interest groups and non-government organizations. Views, feedback and input from these engagements were subsequently compiled to form the basis of the revised GCC.

For 2015, the Working Committees have planned several activities including completing the registration of the revised GCC, registration of the Agents and Dealers Code of Conduct, the implementation of the Alternative Dispute Resolution (ADR) and a review of the CFM Constitution.

About the Corporate & Codes Drafting Department (CDMD)The department has both corporate and operational responsibilities covering human resources, administration, finance, management of Council Meetings and Annual General Meetings, Codes drafting activities and general affairs and maintenance of the Forum’s office.

Executive SummaryThe Codes Drafting Committee - known previously as the Codes Drafting, Compliance & ADR Working Committee - was restructured and renamed in January 2010. The Committee, chaired by Nor Esah Mohd Said from Maxis Mobile Services Sdn Bhd, has met regularly to organize activities to achieve its objective under the CFM Constitution, which is to draft, develop, prepare, amend, modify, review and update the Codes.

With the resignation of Nor Esah Mohd Said from Maxis Mobile Services Sdn Bhd on 29 November 2010, Hairunnisa Mohd Nasir from Celcom (M) Sdn Bhd was elected by the Council at its 4th Council Meeting on 16 December 2010.

A year later, the Codes Drafting Working Committee, chaired by Mahfuzah Azahari from Maxis (replacing Hairunnisa Mohd Nasir from Celcom Axiata Berhad, effective 4 August 2011) continued to focus on completing the GCC review exercise and registration as well as establishing the Alternative Disputes Resolutiom (ADR) mechanism in CFM.

Throughout 2014, the Codes Drafting Working Committee held regular Committee and Sub-Working Committee meetings to plan, develop, and coordinate activities which are focused on completing the GCC Review exercise, the preparation of the final draft of the Agents and Dealers Code and the establishment of the ADR mechanism in CFM.


Codes Drafting 2014 Activities & Reporta) GCC ReviewThe first meeting of 2014 saw the setting up of three Sub-Working Committee. The newly-appointed Working Committee members were informed of their appointments, roles, functions and deliverables for each Sub-Working Committee. The Working Committee members were also updated about the status of the GCC Review project and discussed action plans for 2014.

Two GCC Review workshops were held, during which comments were received regarding questions related to wording, revision and addition of clauses, clarifications, grammatical amendments, rephrasing of clauses for clarity and accuracy, deletion of redundant clauses, addition of clauses for clarity, enhancement of consumer protection and also to reflect the latest policies and general comments. These were then compiled, deliberated and addressed by the Codes Drafting Working Group. After deliberation and calibration, the Working Committee was satisfied and recommended that the final draft of the revised GCC be submitted to MCMC for its feedback, comments and approval.

In 2015, the Working Committee aims to continue its collaboration with MCMC to incorporate the latest developments of various components in the communications and multimedia industry into the GCC Review before it is finalised. The Committee hopes to work closely with MCMC to see through the completion of the registration of the revised GCC, after which work on the Sub Codes (consisting of the Fixed Services Sub Code and the Public Cellular Service Sub Code) will commence.

b) GCC AwarenessCFM was invited by NESCA on to give talks to Persatuan Pelajar Tingkatan Enam regarding GCC awareness on 5 March 2014.

CDMD was also invited to train Astro’s Customer Service Call Centre staff on 5 November 2014 to create awareness amongst staff on the Provision of Information, on Protection of Personal Information and on Complaints Handling. A total of 15 Astro staff members participated in the training.

c) Agents and Dealers Code of ConductThe idea to develop a guideline for Mobile Agents & Dealers was first initiated at the CFM Retreat in 2011 based on a suggestion by MCMC. It was later approved by the Council and work officially began in 2Q2012. Throughout 2013, the

Working Committee met with representatives from both Supply- and Demand-side. This work continued to progress in 2014, which aimed to finalise the guidelines; the final draft was submitted to MCMC at the end of 2014. Once the guidelines are registered, it will serve as an industry standard for agents and dealers in the industry.

The guidelines are necessary to ensure that dealers and agents of Service Providers conduct themselves in a professional manner when conducting their business.

d) Alternative Dispute Resolution (ADR)The ADR Working Group was established under the Codes Drafting Committee as an adhoc working group tasked with formulating an inexpensive and practical alternate dispute resolution mechanism for consumers.

Work on ADR began with a CFM visit to Telekom Malaysia (TM) on 21 January 2010, to gain an overview of the complaints management system and TM’s process flow on complaints handling.

Study visits to the Tribunal Tuntutan Pengguna Malaysia (TTPM) on 9 February 2010 and 27 November 2014 were aimed to understand the role of TTPM in catering for dispute resolution and the mechanisms it employed. In December 2014, a new task force was formed to spearhead this project in 2015.

Besides the entities in the above, CFM has also collaborated with Centre For Consumer Research and Education (CeCORE) of Multimedia University (MMU) for the formulation and operationalization of CFM’s ADR Project. This involved the drafting of appropriate documentation, policies and procedures manual to faciliate future ADR operations.

CeCORE, an expert in consumer management, has reviewed and recommended that a Mediation-Arbitration method which has the facilitative characteristics of mediation and the determinative characteristics of arbitration is the best method to be adopted by CFM. CeCORE had presented its findings to the Council on 29 June 2010 and there was unaninomous approval to consider the adoption of the Mediation-Arbitration method. CeCORE had also prepared and submitted to CFM the Standard Operation Procedures, Forms, Policies, and Procedures and Costs to implement the Mediation-Arbitration method, which was reviewed and approved.

36 CDMD COMMITTEE REPORT

Summary of Codes Drafting ActivitiesFor 2015, we will be focusing on completing the General Consumer Code (GCC) review upon approval by SKMM. As it is important to ensure understanding of the obligation cited in the GCC as well as awareness of consumers’ rights, we also see the necessity in performing continuous communication and education programs including producing leaflets on key subtances of GCC and the sub-codes for distribution to Service Providers and Consumers and to hold GCC briefing series. However it will be put on halt as Communication and Multimedia Act 1998 is currently being reviewed and will resume once the revised CMA 1998 is released.

AGENTS & DEALERSCODE WORKING

COMMITTEE

GCC REVIEWWORKING

COMMITTEE

ALTERNATIVE DISPUTERESOLUTION (ADR)

WORKINGCOMMITTEE

CORPORATE & CODES WORKING COMMITTEE 2014

MAHFUZAH AZAHARI(Maxis)

ABDUL RAHMAN SAMAD(KPM)

DR. ELISTINA ABU BAKAR(MACFEA)

ZAKIAH KASSIM(Celcom)

MEGAT ISHAK(Tune Talk)

COMPLIANCE AND COMPLAINT RESOLUTION

PRIVACY AND PROVISIONING OF INFORMATION

BILLING AND ADVERTISING

HEADED BY CAP RAVINDERMEMBERS ARE CELCOM HAIRUNNISA NASIR

CAKE MOHD YUSRIZAL TM AINUL AZLINDA

HEADED BY TM SYAMSUL AZLAN MEMBERS ARE TUNETALK MEGAT ISHAK

P1 ENGKU NORHAZIMAHNUTP DATUK LOKPKPKL SAMSUDIN

UMOBILE MELISA SIOW CAP RAVINDER

HEADED BY MACFEA DR ELISTINA MEMBERS ARE UKM DR MAISARAH

ASTRO AZLINDADIGI NOORDIWATIPERBIT MOHD ALIKPM ABD RAHMAN

ALTEL AZIZAN


CDMDSecretariat

Kartini HasbiManager, CDMD

Muhammad Hanif GhazaliExecutive, CDMD

Mohd Sofian IdrusExecutive, CDMD

Nazierah NazliExecutive, CDMD

38 CPRD COMMITTEE REPORT

CPRDCOMMUNICATIONS & PUBLIC RELATIONS DEPARTMENT


Communications & Public Relations Department (CPRD) is responsible for all CFM communications plans and its implementation. The Working Committee comprises the following members:

CPRD has organized various activities throughout 2014 to increase the visibility of CFM. As CFM was established over 13 years ago, CPRD set 2014 as the year for CFM to undergo an extensive and comprehensive rebranding exercise.

Also, based on the direction set by our stakeholder, MCMC, as outlined in the Strategic Consumer Empowerment Plan 2014-2016, CFM was requested to aggressively increase the CFM brand visibility as well as public awareness of its services.

As such, CPRD conducted several branding workshops with all CFM members and stakeholders to gain an insight into how they saw the brand. The outcome of this rebranding exercise led to the launch of our new logo, which was designed with the idea of “convergence” in mind. The organic and circular designs of the mark represents the overlapping structure that CFM has in relation to consumers in the sector of communications & multimedia. The new logo has 4 key color schemes - amber, magenta, cyan and white - to represent the vibrancy and optimism of CFM.

A snapshot of CPRD activities in 2014 are as follows:

Executive Summary

ORGANISATION POSITION NAME

Tune Talk Head of Bureau Megat Ishak Ma’amunor Rashid

Sistem Televisyen Malaysia Bhd (TV3) Bureau Member Laili Hanim Mahmood

Pertubuhan Pembimbing Kewangan Pengguna & Keluarga Malaysia (KPM)

Bureau Member Abdul Rahman Samad

Persatuan Pengguna Kedah (PPK) Bureau Member Mohd Yusrizal Dato’ Yusoff

Media Relations2014 saw CFM appearing thrice in print and online media, where Malaysian Digest, BERNAMA Online and Sinar Harian Pahang covered our activities. During the year, CFM also issued 6 press releases, appeared in 12 slots of radio interviews with BERNAMA Radio and Pahang FM, and one Television Interview in “Suara Kita, Hak Kita” with the topic “Telefon oh Telefon”.

Discussion ForumIn conjunction with World Telecommunication & Information Society Day 2014, CFM organized a one-day discussion forum on 15 May 2014 at Le Meridien Hotel, KL, with panellists from the Regulator, Service Providers as well as Demand-side/NGO. More than 100 audiences members including academicians and students were there to benefit from the forum, which was covered numerous issues related to the communications industry.

Ground Awareness ProgramIn 2014, CFM activated 22 ground events that was attended by more than 50,000 people in both urban and rural areas. These outreach events saw CFM collaborating with partners to create awareness amongst members of the public, and involved the deployment of a new CFM display, setup and interactive games at CFM booths, and increased social media outreach.

Membership ActivitiesCFM received numerous invitations speak at distinguish events organized by our partners in 2014. CPRD also organized a CSR program with CFM members to help 101 children from underprivileged backgrounds to do their Raya shopping, take a trip to Sri Pentas and to break fast (iftar) with them. There were no new members recruited in 2014.


Industry Knowledge Sharing SessionsFor the first time since its establishment 13 years ago, 2014 saw CFM organised an Industry Knowledge Sharing Sessions with NGO and the public. Service Providers responded well by sending representatives to become panellists. Explaining and answering industrial issues has really helped to empower the consumers. Some of the topics discussed during these sharing sessions included:

• What Causes A Dropped Call?• How To Read Your Phone Bills • Reading and Understanding Your Contract• Fraud Registration• How to Control your Roaming charges.

The sharing sessions started in the East Coast Region, at Zenith Hotel Kuantan, which was attended by more than 70 guests from NGOs, government agencies and college students. In the Northern Peninsular Region, in Penang, the session was held at the PIKOM fair to create a different atmosphere where members of the public was invited to listen and dialogue with the panellists.

SHOUT!SHOUT! is a CFM’s successful quarterly publication. In 2014, the circulation increased to 32,000 copies. The publication was distributed with T3, a local IT magazine, via book stores, coffee shops and cafés in KL, Selangor, Johor Bahru and Penang. Beginning Q3 2014, SHOUT! was available in Bahasa Malaysia and English.

Moving ForwardCFM needs to be heard and seen via the media - both traditional and social media - especially when our target is to reach out to the masses. To increase our media visibility, engagement with and subscribing to media services could be one way forward.

CPRD also needs to create and develop educational content in various media, e.g. printed, new displays and online, to engage with consumers. Creating content can be done with the contribution of the masses by organizing writing or video competitions, and more.

CPRD will have to be more aggressive to find new members especially from the NGO sector to share their insights on engagement with consumers.

In the coming years, CPRD aims to:

Produce more informative content to benefit consumers.

Recruit more NGOs to represent the demand-side which will contribute towards the betterment of the industry.

To increase media engagement to reach different target groups.

To increase social media followers, and building broader online presence for greater brand awareness.

To increase consumer engagement by organizing more awareness programs.


CPRD ActivitiesReport 2014ACCELERATING CFM JOURNEY TO A NEW LEVEL THROUGH EVENTSWhether it is a speaking engagement or a corporate social responsibility programme, organising an event for any organization is very important.

In order to succeed in its mission to deliver information to mass audiences on consumer rights in the communications and multimedia industry, CFM organized a total of 40 events in 2014. These included programmes with the National Service Training Programme (PLKN), PIKOM PC Fair as well as exhibitions at various events such as “Klik Dengan Bijak” by MCMC.

Through these 2014 programmes, CFM proved its determination to be a developed non-governmental organization (NGO) by continuing its achievement in delivering information to the public in Malaysia.

PROGRAMMES WITH NATIONAL SERVICE TRAINING PROGRAMME (PLKN)

1 PLKN Camp at Semenyih, Selangor 15 February 2014

2 PLKN Camp at Kemaman, Terengganu 15 February 2014

3 PLKN Camp at Pekan, Pahang 1 March 2014

4 PLKN Camp at Guai Chenderai, Perlis 9 June 2014

PIKOM PC FAIR

1 PIKOM Digital Lifestyle Fair at Kuala Lumpur Convention Centre 9 August 2014

2 PIKOM Fair at Johor Bharu 26 – 28 September 2014

3 PIKOM Carnival ICT Seremban, Negeri Sembilan 12 – 14 September 2014

4 PIKOM Fair at Penang International Sport Arena (PISA) 29 – 30 November 2014

PROGRAMMES WITH “KLIK DENGAN BIJAK” (MCMC)

1“Jom Sembang Koperasi” – Anjuran Majlis Perundingan Operasi Parlimen, Petaling Jaya Utara, Selangor

19 April 2014

2Program Perkhemahan “Klik Dengan Bijak” bersama Pengakap, Sandakan, Sabah.

9 -11 May 2014

3 “Klik Dengan Bijak” Meet Up at The Curve, Damansara, Selangor 16 August 2014


EXHIBITIONS AND SPEAKING ENGAGEMENT

1 Karnival Fiesta Mesra Belia 1Malaysia, Peringkat Kawasan Kepong/Segambut 5 – 6 April 2014

2 Program Hari Bersama Internet 1 Malaysia, Felda Soeharto, Hulu Se-langor 12 April 2014

3 Program Hari Bersama Internet 1 Malaysia, Taman Bunga Raya, Hulu Selangor, Selangor 27 April 2014

4 Program Hari Bersama Internet 1 Malaysia, PPR Kerinchi, Kuala Lumpur 26 April 2014

5 World Telecommunication And Information Society Day (WTISD) Lintasan Deasoka, Kota Kinabalu, Sabah 23 – 24 May 2014

6 Taklimat Pelajar UiTM, Fakulti Pengurusan Pejabat at MCMC 2 June 2014

7 ICT Week at SMK Cochrane, Jalan Peel, Kuala Lumpur 18 June 2014

8 Expo ICT – Your Digital Lifestyle and PC Fair at City One Trade Centre 4 – 6 July 2014

9 Sarawak ICT Expo 2014, Kuching, Sarawak 4 – 6 July 2014

10 “New Approaches to Child Online Protection” at MCMC 7 July 2014

11 Karnival Jalur Lebar Dewan Mahsuri, Langkawi, Kedah 14 – 15 September 2014

12 KL Converge at Kuala Lumpur Convention Centre 17 – 19 September

13 Visitation from National Telecommunication and Regulatory Affairs of Egypt to CFM 15 October 2014

14 “Sampai Dengan Selamat” at Metro Driving Puchong, Selangor 1 – 2 November 2014

15 “Connected Communities and Internet of Things: Bringing Value Through Visibility” at University Malaya 10 December 2014

CORPORATE SOCIAL RESPONSIBILITY (CSR)

1 A Day of Giving Back19 July 2014

2 Berbuka Puasa With Orphanages at Restaurant Puteri, Kota Damansara, Selangor

SPECIAL EVENT

1Chairman as panellist for National Consumer Complaints Centre (NCCC) Seminar at Cititel Hotel, Mid Valley, Kuala Lumpur

24 June 2014

INTERNAL EVENT

1World Telecommunication and Information Society Day (WTISD) Forum at Le Meridien, Kuala Lumpur

17 May 2014

2 CFM Branding Workshop, The Canvas Kota Damansara, Selangor 27 June 2014


CFM MEDIA ENGAGEMENT2014 was the year to increase awareness of CFM, a major mode of engagement with the public has been conventional media. Through talks, dialogues, and interviews on mainstream media, CFM was able to reach out to mass audiences to explain the role of the organization in the communications and multimedia industry, as well as to share information and knowledge about the rights of consumers.

Throughout 2014, CFM’s representatives appeared in 12 slots on the free-to-air news and talk radio station BERNAMA Radio24, covering various topics. CFM also appeared on Pahang FM, a local radio station in Pahang, to talk about the “CFM Knowledge Sharing Session” which took place in Kuantan, Pahang.

CFM was also invited as a panellist on RTM’s TV1 talk show program, “Suara Kita Hak Kita” to share the organization’s insights on issues in the communications and multimedia industry.

For print, CFM released several media statements to mainstream media outlets related to on-going CFM events.

RADIO

No. Date Media Topic

1 4 Jan 2014 BERNAMA Radio24 – Radio Show Phone Protection

2 18 Feb 2014 BERNAMA Radio24 – Radio Show What to do during calamities?

3 25 Feb 2014 BERNAMA Radio24 – Radio Show Fraud Registration

4 18 March 2014 BERNAMA Radio24 – Radio Show Dropped Calls

5 3 April 2014 BERNAMA Radio24 – Radio Show How to read your phone bills?

6 15 April 2014 BERNAMA Radio24 – Radio Show SMS Spam

7 20 May 2014 BERNAMA Radio24 – Radio Show Mobile Broadband

8 5 June 2014 BERNAMA Radio24 – Radio Show Roaming

9 17 June 2014 BERNAMA Radio24 – Radio Show Consumer Info Portal

10 24 June 2014 BERNAMA Radio24 – Radio Show Free Satellite TV (Legal & Illegal)

11 4 August 2014 BERNAMA Radio24 – Radio Show Top 5 Complaints Received

12 6 Oct 2014 BERNAMA Radio24 – Radio Show Contract Dispute

13 28 Oct 2014 Pahang FM The role of CFM & Promo for Knowledge Sharing Session at Kuantan

TV


1 17 March 2014 RTM 1 – Suara Kita Hak Kita Telefon Oh Telefon!


Deputy Chairman and Director of CFM, En Megat Ishak and En. Ahmad Izham interviewed by the BERNAMA Radio24 announcer in the radio conty.

CFM’s representative speaking at BERNAMA

Radio24 on CFM’s role in guiding and empowering

communication and multimedia consumers.

PRESS RELEASE

No. Date Media

1 20 Oct 2014 Feedback statement to the article in Sinar Harian: “Harga Internet di Malaysia Mahal”

2 30 Oct 2014 Industrial Knowledge Sharing Session at Kuantan

3 28 Nov 2014 CFM Host Knowledge Sharing Session at Penang

PRINT MEDIA


1 10 Feb 2014 Malaysian Digest Online Telefon Oh Telefon!

2 31 Oct 2014 Sinar Harian Pahang CFM Terima 11,300 Aduan Telekomunikasi

3 29 Nov 2014 BERNAMA online CFM Jangka Aduan Perkhidmatan Telekomu-nikasi Meningkat


Director of CFM, Ahmad Izham Khairuddin was invited to be A panellist on RTM’s TV1 programme, “Suara Kita Hak Kita”, to discuss communication issues in Malaysia.

CFM Feedback statement to the article in Sinar Harian: “Harga Internet di Malaysia Mahal”


Press Release for Industrial Knowledge Sharing Session at Penang hosted by CFM on 28 November 2014.

Press Release for Industrial Knowledge Sharing Session at

Penang hosted by CFM on 28 November 2014.


CFM on Malaysian Digest online on 10 February 2014

CFM featured on Sinar Harian Pahang by hosted the Industrial Knowledge Sharing Session at Kuantan on 31 October 2014.

CFM’s Industrial Knowledge Sharing Session at Penang covered by BERNAMA and the news featured on BERNAMA online on 29 November 2014.


CFM PUBLICATIONCFM Newsletter – SHOUT!

As an additional awareness outreach initiative in 2014, CFM revamped SHOUT!, a quarterly newsletter to empower readers and consumers in Malaysia with knowledge about digital lifestyle and consumer rights, especially in the field of communications and multimedia.

March 2014 saw the publication of the first redesigned issue of SHOUT!, which has a more user-friendly size and increased circulation, and retains its editorial direction of providing informative and compelling content. Each of the four SHOUT! issues in 2014 featured different personalities and topics related to communications and multimedia devices and services.

In an effort to reach a wider readership, especially in the Malay language, CFM also took the initiative to publish SHOUT! in both English and Bahasa Malaysia. CFM has also made the publication available for download at the CFM Consumer Info Portal at http://www.consumerinfo.my to benefit a wider range of readers in Malaysia.

Over 30,000 copies of SHOUT! were inserted in T3 Magazine in each quarter of 2014, which was subsequently distributed in major local bookstores such as MPH, Popular, Borders, Kinokuniya and News.Com, and even in Starbucks cafés nationwide.

Effectively, SHOUT! was rebranded and repurposed to become an effective tool for CFM outreach and to promote consumer rights. The publication was also circulated to all visitors at each CFM event in 2014.

PUBLICATION

No. Date Concept & Cover Page

1 March 2014 SHOUT! – Data Theft / Jason Lo

2 June 2014 SHOUT! – Cyberbully / Sarimah Ibrahim & Rod Monteiro

3 Sept 2014 SHOUT! – Travel Apps, Kill Switch / Azura Zainal

4 Dec 2014 SHOUT! – Dropped Calls

CFM news by BERNAMA published in Ministry of Communication and Multimedia website.


First quarter of SHOUT! featured Tune Talk’s CEO, Jason Lo, on how he attains work-life balance with the help of mobile apps. This quarter also featured an article on personal data theft, when someone loses his or her smartphone. 1


Second quarter publication of SHOUT! featured MIX FM radio announcer, Sarimah Ibrahim and Rodney Monteiro. They shared how radio has become an integrated part of Malaysia’s vibrant social media scene.2


Radio announcer of Red FM, Azura Zainal was the front cover personality highlighted in third quarter edition of SHOUT!. This issue focused on travel, and compiled travel tips, travel apps as well as a section covering overseas roaming charges.3


The fourth quarter issue focused on the dropped call phenomenon, which is the gremlin of modern telecommunications. This issue also highlights the grievances for effective resolution and top Telco deals for all users.4


CFM Annual Report 2013The CFM Annual Report 2013 was published for the CFM 14th Annual General Meeting (AGM), held in November 2014. This annual report contained the latest information on CFM committee activities, Board of Council, the year’s membership of CFM, as well as the statistics of complaints and resolution received by CFM.

The publication of the CFM Annual Report is a key initiative to increase transparency, accessibility and engagement between CFM and all external stakeholders, including members of the public.

For the CFM Annual Report 2013, the chosen theme was progress, particularly as seen in various communications and multimedia industry platforms.

CFM will continue to work and focus on its role to provide coherent, cogent and constructive contributions to improve service and develop policies for the communications and multimedia industry, as well as to assist, guide and empower consumers.

Front cover of CFM 2013 Annual Report Back cover of CFM 2013 Annual Report


CFM SOCIAL MEDIA OVERVIEWCPRD’s primary objective is to raise awareness among consumers about the roles and functions of CFM in the Malaysian telecommunications & multimedia industry.

In order to increase engagement and two-way communications between CFM and consumers, CPRD has selected several social media platforms for usage including Facebook, Twitter and Instagram. These platforms allow CFM to broadcast all its activities, and is the best avenue to run campaigns aimed at consumers. Social media also acts as tools to drive traffic to CFM’s websites, which are cfm.my & consumerinfo.my.

Twitter Official CFM twitter account: twitter.com/CFM_malaysia

Twitter allows CFM to tweet and retweet news and provide live updates. It is also the social media platform most preferred by consumers to communicate with CFM for unresolved complaints on telecommunication issues.

FacebookOfficial CFM FB account: fb.com/consumer.forum.malaysia

Facebook is the primary social media platform used by Malaysians, and is widely used by consumers to read news, share info, and a place for consumers to find answers for unresolved issues regarding telecommunications services.

InstagramOfficial CFM Instagram account: Instagram.com/cfm_malaysia

Instagram allows CFM to upload pictures and videos that are related to any CFM activities and events. Through the use of hashtags, consumers are able to find the latest news on CFM easily.

The selection of these platforms is based on the fact that these social media platforms are consumer-centric, designed to suit the consumer’s experience, social demographic, interests, personality, etc. This provides us with information on the kinds of products a consumer will likely be interested in, thus awareness can (and has) become more targeted and effective.

These social media platforms are also used to answer queries regarding telco issues, a resource centre for consumers, as well as a means to drive consumers to the CFM complaints portal, www.complaint.cfm.org.my.

These platforms also enable CFM to acquire a ‘human voice’, thereby assisting in engagement and dialogue with consumers and other online media. The more people who are engaged with CFM’s social media platforms, the more likely they are to communicate about the campaign with others, e.g. through posting pictures and updates at CFM events.

CFM’s social media platforms


LAYOUT FEATURE

Beginning August 2014, this ‘chalkboard’ header style is available in CFM Facebook and Twitter accounts as the cover page. As the chalkboard style has becoming trending today, CFM has used this style for all the design in delivering its messages.

HASHTAG USAGE

Special Hashtag is used to make it easier for consumers to find the current event or message of CFM in social media.The hashtag that are mainly used are:

2014 GROWTH OF SOCIAL MEDIA USERS IN EACH PLATFORM

MONTH TOTAL LIKES

JANUARY 1,884

FEBRUARY 1,903

MAC 2,904

APRIL 2,118

MAY 2,127

JUNE 2,137

JULY 2,144

AUGUST 2,528

SEPTEMBER 3,320

OCTOBER 3,450

NOVEMBER 3,725

DECEMBER 3,832

TOTAL FACEBOOKUSER

GROWTH:

50.8%

#YourRightsOurPriority A strong motto about consumer rights

#ilovecfm_malaysiaA place where the followers post their

picture in any CFM event activities

#BeAsmartTelcoUser Used in any tips/guides info


MONTH TOTAL LIKES

JANUARY 263

FEBRUARY 269

MAC 276

APRIL 279

MAY 282

JUNE 297

JULY 297

AUGUST 310

SEPTEMBER 320

OCTOBER 325

NOVEMBER 339

DECEMBER 360

TOTAL TWITTERUSER

GROWTH:

26.9%

MONTH TOTAL LIKES

JANUARY 15

FEBRUARY 25

MAC 30

APRIL 40

MAY 40

JUNE 44

JULY 45

AUGUST 55

SEPTEMBER 66

OCTOBER 87

NOVEMBER 122

DECEMBER 134

TOTAL INSTAGRAMUSER

GROWTH:

88.8%

The tables above show the growth of CFM’s Facebook, Twitter, and Instagram accounts. Most consumers prefer to use Facebook as their primary platform to engage with with CFM. There is a steady and consistent growth in followers for all account every months in 2014. This is due to CFM’s on-the-ground outreach programmes and events, as well as engagement with consumers. CPRD marketing collaterals were also redesigned and deployed in August 2014, e.g. New Game, SELFIE Booth using CFM new backdrop with props using CFM messages, new buntings, and others which has attracted the publics to follow our social media platform.


MONTH POST REACH

JANUARY 105

FEBRUARY 765

MAC 700

APRIL 305

MAY 320

JUNE 295

JULY 305

AUGUST 2,300

SEPTEMBER 3,050

OCTOBER 3,300

NOVEMBER 1,100

DECEMBER 2,805

THE NUMBER OF POST REACH

The table above shows the post reach for Facebook post every month in 2014. CFM posts began increasing after August 2014 due to our active on ground and activity participation. The concept was also changed to a new friendly ‘consumer awareness’ conversations following the posting trend to create more engagement with all consumers.

THE POST TYPES

The infographic above shows the post types for our social media posts.

FACEBOOK INSIGHT FROM JANUARY - DECEMBER 2014

32%

30.1%

24.1%

12.9%

VIDEO STATUS

PHOTO LINKS


TOP 5 TOPICS RELATED TO COP IN FB MESSENGER 2014

Based on the above findings, these are the top 5 topics related to telecommunication issues that are always asked by consumers on Facebook Messenger. Consumers prefer to use social media platforms as their two-way communication with CFM regarding any unresolved issues on telecommunications & multimedia service.

NO AVERAGE REACH PERCENTAGE

1 COMPLAINT STATUS ON PORTAL 50%

2 SUBSCRIBTIONS ISSUE SERVICE 20%

3 SERVICE CONTRACT ISSUE 10%

4 LINE COVERAGE ISSUE 10%

5 COMPLAINT PROCESS INFO 10%

Followers by gender:

79% males

The top 4 interest of audience that are mainly visited @cfm_malaysia are:

21% females

81% Visitors that would like to read current news & info on telecommunications & multimedia industry

77%Visitors that would like to know the current events of CFM

Visitors that are interested to know the latest tech news update

59% Visitors that are interested in mobile update and tips & guides

The engagement rate average 1.8% monthly.

Total Twitter Followers

360Total Tweets

541

Top 4 Interest

81%News &Info

77%CurrentEvents

61%TechNews

59%Mobile

TWITTER INSIGHTS OVERVIEW

Based on the @cfm_malaysia Twitter demographics, social media insights into CFM’s followers are as follows:


The statistic shows the Percentage of Audience on each state:

POST TYPE PERCENTAGE

Selangor 35%

Wilayah Persekutuan Kuala Lumpur 15%

Johor 3%

Terengganu 3%

Pahang 3%

Perak 3%

INSTAGRAM INSIGHTS

2014 Instagram Engagement

Based on Instagram users following the @cfm_malaysia account, most of CFM’s Instagram followers prefer videos and pictures posting. Using the #ilovecfm_malaysia hashtag, followers are able to spread the news on CFM events and activities to their own networks, indirectly helping to boost and amplify CFM’s social media reach and increase engagement among followers and non-followers.

Media 133

Likes Received 436

Followers 134

The table shows the types of devices mostly used by audience:

iOS Devices

Android Devices

Blackberry phones & tablets

Desktop & laptop computers

21% 49% <1%29%


TOP PERFORMING POST

Post Reach

1,246Likes

7

Post Reach

558Likes

6

Post Reach

863Likes

13

Post Reach

573Likes

7


SUMMARY

Looking forward,we are still in search for better ways to engage with our consumers.

We need to have more visibility in the news feeds, more social media campaigns and contests to let the CFM’s message spread to the consumers.

We also need to build more brand new digital contents. In this busy world where people only spend time reading material if it’s of their interest, with visual content you can definitely attract much more eyeballs. As Visual content is a great way to communicate with people and sends out the message quicker.

The objective for CFM social media platforms are:

To increases Engagement

To increases Awareness

To increases Website Traffic

To create more visibility the functions of CFM to publics

It’s all about empowering consumers….#YourRightsOurPriority

Post Reach

486Likes

11

Post Reach

438Likes

5


CFM PORTAL REPORT

EXECUTIVE SUMMARY

Starting 2010, CFM has built two bilingual portals - cfm.my & consumerinfo.my - to help consumers understand and know more about the roles and functions of CFM.

The functions of cfm.my :

• To let consumers understand broad and specific national policies in the communications and multimedia industry;• To explain the functions of CFM, along with its mission and vision;• To provide latest news and information on CFM and the communications & multimedia industry as well as products available in the market for consumers’ education and information;• To increase public awareness amongst consumers, especially in relation to their rights;• To update current members of CFM;• As a database for consumers to download the SHOUT! newsletter, CFM Annual Report, GCC, user manuals, and more.

The functions of consumerinfo.my :

• To be a platform to educate consumers on becoming smarter consumers of telecommunications & multimedia services;• To share tips & guides on telecommunications & multimedia services;• To help consumers choose the right package for them, via the broadband and mobile plan recommender;• As a medium to share news about consumers issues, campaigns, CFM activities and events.

Going forward, CFM plans to enhance the design and navigation of cfm.my & consumerinfo.my especially for mobile users, as more consumers browse the web on the go. Right now, CFM also plans to have it’s own newsroom where all CFM digital content, press releases, and current telecommunications news are located in one place. CFM also plans to increase brand awareness and recognition by engaging bloggers and social media personalities to increase visibility and outreach to a wider group of consumers.

“IT’S ALL ABOUT EMPOWERING CONSUMERS” - #YourRightsOurPriority

cfm.myHOMEPAGE

The homepage is designed to enable visitors to quickly grasp CFM’s message, especially latest pieces of communications to be shared with the public. When consumers arrive at the homepage, they will see current news & events, the COP redress batch, CFM functions and many other useful resource links.

The main site navigation in cfm.my :

• Home: The homepage of cfm.my• About Us: Provides background information of CFM’s roles and functions; the corporate overview; Board of Councillors and CFM Secretariat structure.• Complaint Redress: An overview of steps for lodging complaints, the process cycle, information on complaints management and a downloadable Complaint e-Brochure.• Our Codes: Consumers can gain a greater understanding of the General Consumer Code or GCC.• Internet Access Code: It provides on the rules of the codes and also they would able to download the Code from the site.• Consumer Affairs: Latest CFM-related news, activities and events.• Media Centre: News related to the communications & multimedia industry in Malaysia and also throughout the world.• Membership: List of CFM’s current members, members activities, the viewable and downloadable SHOUT! newsletter, and also a downloadable CFM membership form.


BANNER

The e-banners are placed on the top in cfm.my homepage to promote CFM current news, CFM’s messages on multimedia & communications to consumers.


consumerinfo.myHOMEPAGE

“It’s All About Empowering The Consumer..” is the motto on the header of the consumerinfo.my homepage. The message is clear: visitors know that the site aims to empower consumers on all things related to the telecommunications and multimedia industry.

The main site navigation in consumerinfo.my:

• Guides & Tips: Provides guides & tips on broadband, home phone, mobile phone and digital TV.• Broadband: This page has 3 useful links:1. BROADBAND PLAN RECOMMENDER: The recommender will ask some simple questions to determine a consumer’s pattern of data consumption, and thereafter suggests some plans most suitable for them. 2. SEARCH BROADBAND: A guide based on cost per GB that caters to a user’s monthly broadband demand.3. SPEED TEST: A measurement of internet speed.• Mobile Phone: There are 4 useful links:1. MOBILE PLAN RECOMMENDER: The recommender will ask some simple questions to determine a consumer’s mobile data and voice usage, and will suggest some plans most suitable for them.2. MOBILE PHONE ACCESSIBILITY: Guides consumers who are looking for mobile phones with specific features.3. POSTPAID: A comparison between all the postpaid plans available in the market that could help consumers choose their best plan.4. PREPAID: A comparison between all the prepaid plans available in the market that could help consumers choose their best plan.• Fixed Line Phone: The page that shows some of the Malaysia’s cheapest landline options, including price comparison that could help consumers choose their best plan.• News & Events: News and events on CFM activities, current campaigns and downloadable content such as the SHOUT! newsletter, e-brochure, GCC, user manual guide and also broadband and mobile phone guides.• Contact us: The page which give details to consumers on how to reach to CFM.

Consumerinfo.my snapshot:


Banner in consumerinfo.my:


AUDIENCE OVERVIEW

In June 2014, CFM took the initiative to increase CFM’s visibility among consumers by increasing awareness programmes and underground activities, as well as to increase engagement in social media. Beginning August 2014, CFM executed a rebranding exercise involving CFM’s booth layout, games & activities at all CFM booths, as well as the production of new collaterals. The rebranding process aimed to make CFM more fun, trendy, approachable and more informative. There has been an increase in the public’s engagement with CFM since this rebranding exercise began. The graphics below show the growth in the number of visitors to the cfm.my & consumerinfo.my portals in 2014 as a result of the rebranding exercise.

Table 1: Number of visitors visiting cfm.my portal for Year 2014

Table 2: Number of visitors visiting consumerinfo.my portal for Year 2014

JAN

1,587

FEB

1,487

MAC

1.627

APR

1,833

MAY

1,833

JUN

6,457

JULY

5,593

AUG

6,846

SEPT

5,721

OCT

6,432

NOV

6,089

DEC

5,355

JAN

8,492

FEB

7,608

MAC

7,639

APR

7,172

MAY

7,172

JUN

13,061

JULY

10.272

AUG

11,784

SEPT

11,784

OCT

9,905

NOV

10,372

DEC

8,133


MEMBERSHIP REPORT

OVERVIEW

One of the key functions of CFM is to invite, collect and collate public opinion and consumer views, as well as to promote and create public and industry awareness. A service provider who obtains an operating license is encouraged to be a member of CFM as the Supply side. The public also can become a member of CFM through consumer associations as part of the Demand side.

As a member of CFM, an organization is obliged to abide by the rules enshrined in the constitution of Forum Pengguna Komunikasi Dan Multimedia Malaysia. Hence, CFM acts as a platform for engagement between members from the Supply and Demand sides.

CATEGORIES OF MEMBERS

There are 2 types of members:

Ordinary membership Open to commercial organizations, public interest groups, non-governmental organizations and institutions of higher learning.

Associate Membership Open to Non–MCMC licensed commercial organizations and individuals.

BENEFITS OF MEMBERSHIP

• CFM is interested in considering both sides of a dispute, not just the complainant’s; and where necessary, to assist the parties to find a fair resolution.• CFM Membership can increase consumer confidence in a provider as potential and existing customers know that they can contact CFM if they have a problem that cannot be resolved directly with their provider.• By becoming a CFM member, a provider’s corporate philanthropy and image also gains a boost as it will be seen to participate in seeking solutions for better quality of service and meeting the consumer’s needs.• CFM aims to begin practicing Alternative Dispute Resolution (ADR), which is a less costly and more time-efficient means of resolving consumer complaints without resorting to the traditional legal system.• Members are able to participate in the drafting, development and preparation of codes that protect the rights of consumers pursuant to the provision of Communication and Multimedia Act 1998.• CFM aims to foster cooperative relationships with its members, and where possible, to help its members to implement strategies to better understand the root causes of complaints. For example, CFM can read through the terms and conditions of a contract and give informal feedback on areas that could be considered confusing or misleading to the consumer.• CFM can provide statistics to members on the number and nature of complaints received, which helps members to identify internal customer service issues.


BECOMING A MEMBER

Membership forms can be obtained from cfm.my or call 603 - 26922288 to enquire.

ORDINARY SUPPLY MEMBER

ORDINARY DEMAND MEMBER

ASSOCIATE MEMBER (ORGANISATION)

ASSOCIATE MEMBER (INDIVIDUAL)

Entrance Fee RM1,000 Entrance Fee RM10 Entrance Fee RM100 Entrance Fee RM10

Annual Subscription RM 3,000

Annual Subscription RM 30



The above-mentioned entrance fee and annual subscription is applicable

to all Ordinary Members save and except for Ordinary Members who

are classified by the Council as within the definition of a Non-Governmental Organisation, Public Interest Group or

Institutions of Higher Learning

Ordinary Members who are classified by the Council as within the definition of a Non-Governmental Organisation, Public Interest Group or Institutions

of Higher Learning


to all Associate Members who are non-individuals


to all Associate Members who are individuals.

MEMBERSHIP ACTIVITIES

Throughout 2014, we have collaborated with our members (consumer associations) on numerous events as well as participating events held by MCMC. Below are the events which we have collaborated with members nationwide:

NO PROGRAMME DATE

1. Forum Pendidikan Pengguna at Sekolah Menengah Kebangsaan Tuanku Muhammad, Negeri Sembilan with Persatuan Pengguna Negeri Sembilan (NESCA) 5 March

2. CFM Seminar at Auditorium Kolej Universiti Tunku Abdul Rahman, Cawangan Negeri Pulau Pinang wit Consumer Association of Penang (CAP) 10 June

3. Meeting with Persatuan Kebajikan Pengguna Johor (JCWA) & potential members in Johor Bahru. 26 Sept

4. Knowledge Sharing Session at Zenith Hotel, Kuantan, Pahang with collaboration with Pertubuhan Pembimbing Kewangan Pengguna & Keluarga Malaysia (KPM) 30 Oct

5. Knowledge Sharing Session at PISA, Penang with Consumer Association of Penang (CAP) & Persatuan Pengguna Kedah (CAKE) 28 Nov

6. Visitation to ASTRO with CFM members ( Supply and Demand ) 28 Oct


Razaleigh Md ZainExecutive, CPRD

CPRDSecretariat

Noor Shahdiella Abd MananManager, CPRD

Dzareen ShamsirExecutive, CPRD

Lizawati Mat IsaExecutive, CPRD

Roharrashidah Abdul HalilExecutive, CPRD

Mohd Aizat SaudiExecutive, CDMD


MARKETINGCOLLATERALS

72 CFM MARKETING COLLATERALS

Our Logo

Logo Colors

Amber Magenta Cyan WhiteA light and friendly color, the color Amber represents optimism and a positive outlook that relates to social communications. This interaction, whether internally or externally, plays a very important role in any effective organization.

A strong color that marries violet and red, Magenta reflects passion, strength and vitality. Positive attributes deeply embedded in the CFM DNA.

CFM’s new logo was designed and developed with convergence in mind. The organic and circular nature of the mark represents the overlapping structure that CFM has in relation to consumers in the sector of Communications and Multimedia.

CFM was designated by the Malaysian Communications and Multimedia Commission (MCMC) to protect the rights of consumers in that sector. This stands to reason as to why it shares the same color scheme as the MCMC logo. Be that as it may, it’s color representative differs from that of MCMC while still maintaining its own identity, functions and values within its field.

The most prominent color used, Cyan reflects clarity of thought, logical as well as analytical thinking. As an organization that listens and reacts to the wants and woes of the consumers, CFM dedicates itself at being the knowledge forefront of the Communications and Multimedia sector, to serve them for the better.

The white within the sea of Cyan, this color represents equality, efficiency and independence. As an organization protecting consumers rights, fairness and impartiality are at the core of CFM.


Logo Font-Type

Marketing Collateral ApplicationCar WrapRevamp of CFM logo was done towards year end of 2014 and with the new brand, CFM have decided to create greater awareness and visibility by wrapping the company’s car as the “face” of CFM. This car is used for trundling purposes, except East Malaysia during our events which held nationwide.

Toyota Hilux - Side left Toyota Hilux - Hood Design

Toyota Hilux - Back DesignToyota Hilux - Side right


Corporate Shirt

T-Shirt

This corporate shirt was specially designed only for CFM secretariats and councils members. This corporate shirt is worn during corporate events held by CFM or other invited occasions from MCMC, service providers and NGO’s. The material denim was chosen as it is more presentable and carries the youth fresh look. This corporate shirt looks more casual than the previous custom design shirt.

CFM t-shirt was produced to help the exposure of CFM to the public. With a tacky tagline in front, it attracts the public whenever we have ground events. There are 2 designs which are short sleeve and three quarter sleeve. For short sleeve we have 4 colours which are blue, red, yellow and lime green. As for three quarter, we also have 4 types of colour combinations which are, blue and grey, red and grey, maroon and white and lastly red and grey.

CFM Corporate Shirt

Various T-Shirt Designs


Portable Backdrop

Cube Box

This portable backdrop was used for all major CFM events and also exhibitions with MCMC (indoor and outdoor). This item is usually used as our backdrop in the booth compound or as our photo booth. The design of this portable booth is to educate the public on how to be a smart user in choosing your plan with the preferred service provider. The size for this backdrop is 240cm(w) x 230cm(h) x 30cm(d)

CFM Cube Box was designed to be a stage or photo booth decoration during ground events where each box represents the new logo color. Each box also carries CFM’s main social media account and complaint platform. It also serves as one of the information tools to inform the public in the simplest way.


PVC CounterThis PVC table was designed as a portable booth where it was used in all CFM events. This booth was used for complaint and compliance department to receive complaints from the public or as an information counter for Communications and Public Relations Department during exhibitions nationwide.

Measurement of the booth as below :

Header – 73.5cm (w) x 23cm (h)Front – 79.5cm (w) x 80cm (h)Side – 39.5cm (w) x 80cm (h)Back – 10cm (w) x 80cm (h)

Sticker printing 1200dpi with matt lamination


BuntingsBoth buntings, represented in Bahasa Melayu and English is catered for public and the design is to educate the consumer about their rights/empowerment upon choosing the package upon subscribing. The size of this bunting is 150cm x 200cm (5’x6.6’ft)


This bunting was designed to inform public that the important items they must know and understand by visiting the CFM Consumer Info Portal for tips on the Telecommunication and multimedia. The size for this bunting is 150cm x 200cm (5’x6.6’ft)

Bahasa Melayu Bunting English Bunting


Both buntings, represented in Bahasa Melayu and English are to educate consumer/public on how to readdress their unresolved issues from the service provider to CFM complaint portal. The size for this bunting is 150cm x 200cm (5’x6.6’ft)

These buntings were designed to educate public on how to redress their unsolved complaint to CFM. The size for this bunting is 150cm x 200cm (5’x6.6’ft)


Advertisement - CFM SHOUT! Tak Puas Hati

The CFM Poster or advertisement on magazine was designed to educate public on how to readdress their unsolved complaint to CFM. This advertising will appear on CFM quarterly newsletter, SHOUT!

English Advertisement

Malay Advertisement


Luggage Tag

Luggage tag is one of CFM’s marketing collateral initiatives. This purpose of choosing this design is because the user can also write their name on it and serves as a marketing tool for CFM. There are 8 designs and each represents tips and guides of telecommunication and multimedia.

Back Design

Front Design


Power Bank

Powerbank is another CFM marketing collateral initiative. It is distributed to the public during exhibitions and also given to participants during exclusive/internal events as a premium gift. This design stamped on a 10,000amh power bank.


Props for Photo Booth29.7cm x 42cmPhoto booth propSticker printing, matt lamination

29.7cm x 42cmPhoto booth propSticker printing, matt lamination

29.7cm x 42cmPhoto booth propSticker printing, matt lamination


These props were designed for the public/consumer to choose how they want to express themselves when taking pictures about their engagement with CFM for sharing on their own social media networks. Besides complaints, CFM is also a platform to obtain tips and guides in telecommunication and multimedia.

With the information and communication technology constantly increasing the ways in which we can communicate, CFM designed these props based on the social media channels that we have a presence on.


Non Woven BagAnother marketing collateral initiative done by CFM is the woven bag. This woven bag was designed only in black color and using gold color for the wordings as to highlight CFM’s redress badge.

86 PHOTOS OF CFM

PHOTOSOF CFM


Programme with National Service Training Service (PLKN)

88 PHOTOS OF CFM

PIKOM PC FAIR


CSR A DAY OF GIVING BACK

90 PHOTOS OF CFM


World Telecommunication And Information Society Day (WTISD)

92 PHOTOS OF CFM


CFM Aidilfitiri Open House

94 PHOTOS OF CFM


CFM Branding Workshop

96 PHOTOS OF CFM

PROGRAMME WITH KLIK DENGAN BIJAK

Jom Sembang Koperasi, PJ


Program Perkhemahan Klik Dengan Bijak bersama Pengakap

98 PHOTOS OF CFM

Klik Dengan Bijak Meet Up at The Curve, Damansara, Selangor

100 PHOTOS OF CFM

Karnival Fiesta Mesra Belia 1Malaysia, Peringkat Kawasan Kepong/Segambut

EXHIBITIONS AND SPEAKING ENGAGEMENT


Program Hari Bersama Internet 1 Malaysia, Felda Soeharto, Hulu Selangor

102 PHOTOS OF CFM

Program Hari Bersama Internet 1 Malaysia, Taman Bunga Raya, Hulu Selangor, Selangor


Program Hari Bersama Internet 1 Malaysia, PPR Kerinchi, Kuala Lumpur

104 PHOTOS OF CFM

World Telecommunication And Information Society Day (WTISD) Lintasan Deasoka, Kota Kinabalu, Sabah


ICT Week at SMK Cochrane, Jalan Peel, Kuala Lumpur

106 PHOTOS OF CFM

Sarawak ICT Expo 2014, Kuching, Sarawak


Karnival Jalur Lebar Dewan Mahsuri, Langkawi, Kedah

108 PHOTOS OF CFM

KL Converge at Kuala Lumpur Convention Centre

Visitation from National Telecommunication and Regulatory Affairs of Egypt to CFM


Karnival Sampai Dengan Selamat at Metro Driving Puchong, Selangor

110 PHOTOS OF CFM

Connected Communities and Internet of Things: Bringing Value Through Visibility at University Malaya

Communications & Multimedia Consumer Forum of Malaysia6-02, 6th Floor, Straits Trading Building,

No. 2 Lebuh Pasar Besar, 50050 Kuala Lumpur

Tel : +603 2692 3800 Fax: +603 2693 2288 Email: [email protected] Website: www.cfm.org.my

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Theme of the CFM Annual Report - consumerinfo.my€¦ · CFM Annual Report 2014 The concept for the...

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