Whenever you make complaint to your telco providers like Maxis, U Mobile, Celcom, Digi or internet service providers (ISP) like TM UniFi / Streamyx, Yes, Webe, Time etc, they tend to offer bad customer service for example delayed response or no response at all.
Most of the times the offered service or solution is not what you have wanted or expected. So what to do in this situation?
Portal Aduan CFM / CFM Complaint Portal (CoP)
Fortunately you can make complaint online conveniently to Consumer Forum of Malaysia (CFM) http://www.complaint.cfm.org.my/
Once your complaint is submitted to CFM, CFM will contact the telco or ISP on behalf of you and request them to look into your complaint. When this happens, the telco / ISP will take your complaint more seriously, usually they will have a special complaint resolution team to handle your complaint.
This is because if they do not resolve your problems or complaints to a satisfactory / reasonable outcome, they will get bad consequences or face punishment later - for example SKMM will fine them a huge penalty amount based on number of unresolved CFM complaints or do not renew their license.
That’s why very soon you will notice the different treatment when you submit your complaint to CFM versus when you complaint to the customer service. When you complaint to CFM, your complaint will be resolved much quickly and get you a better outcome than when you complaint to customer service. In other words, VIP treatment.
Real example 1: when we complained to Maxis customer service that we wanted to terminate our account and requested refund of the overpaid balance, Maxis customer service said it will take 6 weeks for the cheque to arrive to our address and then we needed to deposit the cheque to the bank ourselves. Maxis customer service said there is no other way more convenient. But then when we complained to CFM, the Maxis representative agreed to bank transfer the overpaid balance to our bank account directly in one week, instead of sending the cheque through postal mail. In other words, the service became so much better and more convenient for us.
Real example 2: when we complained to U Mobile using its website / email, there was no reply / response at all. When we complained to CFM, the U Mobile representative responded in two weeks time.
Takeaway Tip to Make Your Complaint Addressed Quickly
Always submit your complaint to CFM the same day you submit your complaint to the provider. CFM requires you to complain to the provider first. But immediately after you end your online chat / send complaint email / submit through online form, you should open a complaint case at CFM. This way you save a lot of time and your complaint will be addressed more quickly and you will get a better outcome.