CFM Annual Report 2012
CFM
2012 COMPLAINTS STATISTICS
1400
1200
1000
800
600
400
1400
200
1200
0
1000
800
600
400
200
0
1191
Annual Report 2012
1045
2012 COMPLAINTS STATISTICS
408
1191
268
249
1045
408
268
249
117
118
126
70
27
12
117
118
126
70
27
12
TOP 5 COMPLAINT CATEGORY : 2011 vs 2012
2012
Misleading Promotion
62
Poor Coverage
2011
249
64
268
TOP 5 COMPLAINT CATEGORY : 2011 vs 2012
408
104
SMS
Poor Service
Misleading & Charging
Billing Promotion
62
Poor Coverage
64
249
2012 2011
1045
381
1191
498
268
408
Service Provider Complaints Statistics for 2012
104
SMS
498
700
Service Provider Complaints Statistics for 2012
Number of Complaints of Complaints
Number
1045
381
Poor Service
900
Billing & Charging
800
600
900
500
800
400
700
300
600
200
500
100
400
0
300
Others
1191
Telecommunication Tower/
Equipment
Miscellaneous
Dispute on T&C
Others
Unfair Practice
Telecommunication Tower/
Equipment
No Coverage
Miscellaneous
Misleading Promotion
Dispute on T&C
Poor Coverage
Unfair Practice
SMS
No Coverage
Poor Service
Misleading Promotion
Biling & Charging
Poor Coverage
200
100
SMS
0
Poor Service
Biling & Charging
Source: Consumer Forum Report 2012
one-third of the 650 staff at
MCMC. He notes that upgrading
and retraining of engineers are
important, and new skillsets
like
spectrum
engineering
and satellite communication
engineering are needed.
On the communications
and multimedia industry growth,
Dato’ Sharil notes that private
sector investment
continues
unabated, moving up from a high
base. “We have 97% cellular
coverage in populated areas and
85% coverage for broadband.
Every incremental 1 % increase
requires a lot of work and
investment” he explains. In the
next three years, he reveals that
1,000 cellular towers will be put
up to increase the coverage from
97% to 98%. In addition, 4G
high-speed mobile broadband
Internet are rolling out this year.
Private-public partnerships
is also on-going in the country.
Most notable is the extension
of telephony and broadband
services to rural Malaysia under
the Universal Service Provision
(USP). With USP
,
licensed
Service Providers contribute to
a Universal Service Provision
Fund, established under Section
24 of the Communications and
Multimedia Act 1998. Money
from this fund is designated
for implementation of network
facilities,
services
and
applications in underserved
services. In 2012, this Fund
stood at RM1.445 billion
and disbursements went into
projects such as “Kampung
Tanpa Wayar” or wireless
villages where wireless internet
access is provided to remove
village communities. A total of
4,679 wireless villages were
in operation nationwide as end
2013.
Other USP projects
include 1 Malaysia Internet
Centre, 1 Malaysia Netbook and
Community Broadband Library.
Looking
at
future
challenges, Dato’ Sharil believes
hardware is not much of a
problem. “We can buy, build and
maintain,” he explains, referring
to infrastructure development.
He sees development of human
capital, notably more specialised
engineers as critical. “We need
a different set of engineers…
imaging
engineers,
sound
engineers, network engineers,
video engineers…”. The other
challenge would be the push for
local content as consumers now
are exposed to mainly foreign
content. “Our communications
network is up and running… but
the environment is never static
and there is always room for
improvement,” he concludes. –
Inforeach
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