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Communications and Multimedia Consumer Forum of Malaysia FORUM PENGGUNA

Communications and Multimedia Consumer Forum of Malaysia FORUM PENGGUNA KOMUNIKASI DAN MULTIMEDIA MALAYSIA (CFM) ‘PERANAN CFM DALAM MELINDUNGI HAK PENGGUNA’ PERSONAL DATA PTOTECTION WORKSHOP 9 FEBRUARY 2012. Azizan Afandi Executive Director. Agenda. Agenda. Industry Forum under CMA.

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Communications and Multimedia Consumer Forum of Malaysia FORUM PENGGUNA

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  1. Communications and Multimedia Consumer Forum of Malaysia FORUM PENGGUNA KOMUNIKASI DAN MULTIMEDIA MALAYSIA (CFM) ‘PERANAN CFM DALAM MELINDUNGI HAK PENGGUNA’ PERSONAL DATA PTOTECTION WORKSHOP 9 FEBRUARY 2012 Azizan Afandi Executive Director

  2. Agenda

  3. Agenda

  4. Industry Forum under CMA CMA embraces “SELF REGULATION” s.94 of CMA: SKMM may designate industry body SKMM designated 4 forums Access Forum Technical Standards Forum Content Forum Consumer Forum Industry bodies (service providers, consumer association, higher learning institutions, expert bodies, etc,) get together under one roof to achieve common objectives, sets best practices (codes)

  5. Agenda

  6. Introduction to CFM • Established in February 2001 as per the requirements outlined in the Communications and Multimedia Act 1998 (CMA). • Designated as an industry forum and funded by the Malaysian Communications and Multimedia Commission (MCMC/SKMM). • Managed by a Council comprising of representatives from NGOs, Public interest groups, academia as well as C & M service providers.

  7. CFM’s Main Roles

  8. Objectives and Purposes a) To promote the national policy objectives as enshrined in CMA b) To draft, develop, prepare, amend and review Codes that protect the rights of the Consumer c) To engage in and undertake research on matters within the jurisdiction of the Society and to collect, prepare and distribute statistics as may be considered desirable or beneficial to all any of the Society’s objectives and proposes. d) To provide an avenue and channel for complaints, disputes and grievances e) To recommend inexpensive and practical alternative dispute resolution procedures. f) To recommend procedures for compensation and/or any other mode of action to the Customer in case breach of a Code g) To invite, collect and collate public opinion and views on consumer matters and to promote and create public and industry awareness of the Codes and their compliances and to provide avenues for dissemination of information to the public and education regarding consumer rights, regulations and technologies for the Consumer. h) To administer sanctions on breaches of the Codes by Members. i) To monitor service delivery of the C&M industry concerning consumer interest to ensure compliance with the Codes. j) To promote and encourage high standards of service, conduct and performance throughout the communications and multimedia industry and to develop Consumer confidence. k) To regularly update the Commission on the progress of the Forum

  9. Council Members 2011-2012Council Members Chairman Maxis Mobile Services SdnBhd Pn. Mahfuzah BintiAzahari Deputy Chairman SEAMEO RECSAM Tn. Haji Ahmad Bin Ramli Office Bearers Secretary Telekom Malaysia Bhd En AwangKamaludin Treasurer Measat Broadcast Network SdnBhd Pn. MedihaMahmood Digi Telecommunications SdnBhd En RoslanRosli PersatuanPengguna Islam Malaysia En MustaffaHamzah MACFEA Dr. Doris Padmini Packet One Networks (M) SdnBhd Tn. Haji IR Ismail Haron Media Prima Bhd CikLailiHanimMahmood Consumer Association of Penang Mr Ravinder Singh Celcom (Malaysia) Bhd En. Jamaludin Abdullah Malaysian Multimedia University Pn. Normazalila Abu Bakar KesatuanPerkhidmatanPerguruanKebangsaan Ms. Yok Lim Pheng Composition: 6 Demand Side 6 Supply Side 1 Alternate Demand Side Supply Side 9

  10. Council Members Mahfuzah 10

  11. ORDINARY ASSOCIATE any corporation, organization or association, which falls within the definition of Demand Side Members or supply Side Members • open to individual(s) or any organization or corporation as approved by the Council from time to time, which does not qualify to be an Ordinary Member under Article 6 (c). • Organisation: • Entrance Fee – RM100 • Annual Fee – RM200 • Individual: • Entrance Fee – RM10 • Annual Fee – RM20 • No voting rights • Supply Side: • Any organization that offers network facilities, network services, application services and content applications services within the meaning of the CMA • Entrance Fee – RM1,000 • Annual Fee – RM3,000 MEMBERSHIP • Demand Side: • any organization that receives, requires, uses, subscribes to services provided by NFP, NSP, ASP and CASP, including NGO, Public Interest Groups and IOHL. • Entrance Fee – RM10 • Annual Fee – RM30

  12. Agenda

  13. SKMM not satisfied that sufficient opportunity for public consultation S.95 – Forum may prepare voluntary code on matters provided under CMA and only effective upon registration by SKMM SKMM accept code drafted? VOLUNTARY Codes • Code consistent with: • CMA • Instrument • Relevant provision of CMA Register

  14. BUT COMPLIANCE TO VOLUNTARY Codes

  15. General Consumer Code (GCC) Registered by SKMM on 17 October 2003 Guidelines and best practices for C & M service providers Compliance to GCC is mandatory for C & M service providers – part of their license conditions Includes, among others, provisions for complaint management, information protection & advertising

  16. Garispanduan kepada pemberi perkhidmatan dalam memberi/menyedia perkhidmatan kepada pelanggan (maklumat produk, pengebilan, terma & syarat, dsb) Memenuhi keperluan pengguna secara munasabah Mengendali aduan pengguna dan pertikaian Melindungi maklumat peribadi pengguna Meningkatkan keyakinan pengguna kepada industri komunikasi dan multimedia Kandungan Kod

  17. TANGGUNGJAWAB PEMBERI PERKHIDMATAN DI BAWAH KOD 17

  18. TANGGUNGJAWAB PEMBERI PERKHIDMATAN DI BAWAH KOD 18

  19. Agenda

  20. 20

  21. Complaints Channel Walk in 6-02, 6th Floor, Straits Trading Building, No. 2, Lebuh Pasar Besar, 50050 Kuala Lumpur Malaysia Tel: +603 2692 3800 Hotline : 1800 18 2222 Fax: +603 2693 2288 Email : aduan@cfm.org.my www.complaints.cfm.org.my

  22. Complaints Portal (CoP) • Accessible via http://www.cfm.org.my/ by clicking on ‘Lodge Complaint Here’. • Registration is free (and so is the service!) • Promotes communication transparency between complainant and Service Providers. • Complainant is able to track all complaints that was lodged in CoP (whether it’s pending, resolved, or closed).

  23. Agenda

  24. Your Right As Consumers 24

  25. Chose suitable packages…. - Usage level? - Required speed? - Mobile or fixed or both? - Service Coverage? - Purpose? - Duration required? - CPE required? BEFORE SUBSCRIBING… 25

  26. Get full information/details about the service… - Monthly charges? - Billing due date? - Services and value added services activated? - Contract? Contract terms? - Early termination Penalty? BEFORE SUBSCRIBING… Service Providers must provide these information 26

  27. Different Packages to Suit Different Needs 27

  28. Consumer Issues IS THIS YOUR INTERNET SPEED???

  29. Consumer Issues ARE unfair BILLS KNOCKING YOU OUT???

  30. SMS, email, Online Scams REPORT SCAMS TO THE AUTHORITIES PROTECT YOURSELF

  31. Speak up… Let your service provider know the problems and what needs to be improved….

  32. Thank You Communications & Multimedia Consumer Forum of Malaysia (CFM)6-02, 6th Floor, Straits Trading Building, No. 2, Lebuh Pasar Besar, 50050 Kuala LumpurMalaysia Tel: +603 2692 3800 Fax: +603 2693 2288Email : aduan@cfm.org.myHotline : 1800 18 2222 www.cfm.org.my

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