CFM Annual Report 2014

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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.

CFM ANNUAL REPORT 2014

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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 enquiries@cfm.my 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 selfregulation.

CONTENTS

5

6

8

Corporate Information

Chairperson’s Message

Board Of Councillors’ Structure

9

11

14

Our Board of Councillors

Membership Of The Organisation

Executive Director’s Review Of Orperations

16

18

21

Organisation Structure Of CFM

CFM Milestone Throughtout 2009 - 2014

Complaint & Compliance Management Department (CCMD) Committee Report

33

38

86

Corporate & Codes Management Committee (CDMD) Committee Report

Communications & Public Relations Department (CPRD) Committee Report

Photos OF CFM

CORPORATE INFORMATION

AUDITORS Shanker & Co Chartered Accountants (AF1881) Unit K-1-3, Block K, Dataran Ara Damansara, 47300 Petaling Jaya, Selangor, Malaysia Tel: 603-7845 9418 • Fax: 603-7845 8418 REGISTRAR Pendaftar Pertubuhan Malaysia Registered on 13 February 2001 Registration 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 Berhad CIMB Bank Berhad

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CHAIRPERSON ‘S MESSAGE

CHAIRPERSON'S MESSAGE DR. ELISTINA ABU BAKAR

Chairman Communications and Multimedia Consumer Forum of Malaysia (CFM) ASSALAMUALAIKUM W.B.T. “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 Malay-

sia (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.

CFM ANNUAL REPORT 2014

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BOARD OF COUNCILLORS’ STRUCTURE OFFICE BEARERS

CHAIRPERSON MACFEA

DEPUTY CHAIRPERSON TUNE TALK SDN BHD

TREASURER PERTUBUHAN PEMBIMBING KEWANGAN PENGGUNA & KELUARGA MALAYSIA (KPM)

SECRETARY ASTRO

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)

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.

WORKING COMMITTEES CORPORATE & CODES MANAGEMENT COMMITTEE

COMPLAINT & COMPLIANCE MANAGEMENT COMMITTEE

COMMUNICATIONS & PUBLIC RELATION COMMITTEE

Headed by

Headed by

Headed by

MAHFUZAH AZAHARI

RAVINDER SINGH

MEGAT ISHAK

CFM ANNUAL REPORT 2014

OUR BOARD OF COUNCILLORS 2014

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

Name Position Organisation

Dr Elistina Abu Bakar Chairperson MACFEA

Name Position Organisation

Azlinda Zainal Abidin Secretary ASTRO

Name Position Organisation

Megat Ishak Ma’amunor Rashid Deputy Chairperson Tune Talk Sdn Bhd

Name Position Organisation

Abdul Rahman Samad Treasurer KPM

9

10

OUR BOARD OF COUNCILLORS 2014

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

ROSLAN ROSLI Council Member Digi Telecommunication Sdn Bhd

MOHAMAD YUSRIZAL DATO’ YUSOFF Council Member Persatuan Pengguna Kedah (CAKE)

HAJI AHMAD OTHMAN Council Member Persatuan Pelindung Pengguna Kelantan

RAVINDER SINGH Council Member Persatuan Pengguna Pulau Pinang (CAP)

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

NORMAZALILA ABU BAKAR Council Member Persatuan Pengguna Kuala Terengganu

ZAKIAH HANUM KASSIM Council Member Celcom Axiata Berhad

MAHFUZAH AZAHARI Council Member Maxis Mobile Services Sdn Bhd

LAILI HANIM MAHMOOD Council Member Sistem Televisyen Malaysia BHD (TV3)

DATUK LOK YIM PHENG Council Member Persatuan Perkhidmatan Perguruan Kebangsaan (NUTP)

CFM ANNUAL REPORT 2014

MEMBERSHIP OF THE ORGANISATION Supply Side 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

11

12

MEMBERSHIP OF THE ORGANISATION

Demand Side 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

Associate Members No

NAME

JOINED

1

Raja Darryl and Goh

8 Feb 2010

2

Abdul Manaf bin Bohari

21 April 2010

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.

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EXECUTIVE DIRECTOR”S REVIEW OF ORPERATION

CFM ANNUAL REPORT 2014

EXECUTIVE DIRECTOR’S REVIEW OF OPERATIONS ALY SHAHAROM

Executive Director Communications and Multimedia Consumer Forum of Malaysia (CFM)

ASSALAMUALAIKUM W.B.T. 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.

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

“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.

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ORGANISATION STRUCTURE OF CFM 2014

BOARD OF COUNCILLORS

WORKING COMMITTEES

EXECUTIVE DIRECTOR

DIRECTOR

CORPORATE AND CODES MANAGEMENT

COMMUNICATIONS AND PUBLIC RELATIONS

COMPLAINTS AND COMPLIANCE MANAGEMENT

MANAGER

MANAGER

MANAGER

EXECUTIVE

EXECUTIVE

EXECUTIVE

EXECUTIVE

EXECUTIVE

EXECUTIVE

ADMINISTRATIVE ASSISTANT

EXECUTIVE

EXECUTIVE

EXECUTIVE

EXECUTIVE

DIRECTOR OF CFM

Ahmad Izham Khairuddin Director

MANAGERS

Kartini Hasbi CDMD

Noor Shahdiella Abd Manan CPRD

Salabiah Mohamad Madnash CCMD

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CFM MILESTONE THROUGHTOUT 2009 - 2014

CFM MILESTONE THROUGHOUT 2009 - 2014 2009

2010

2011

April

February – April

February

6 May

30 June

CFM launches ‘Know Your Rights Campaign and CFM branding

1 May

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

June

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

August

CFM CONSUMERinfo inaugural publication

October

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

20 October

9th AGM at Crowne Plaza Kuala Lumpur. Tuan Haji Khairuddin Yunus (NESCA) elected as Chairman

GCC Public Consultation at 7 venues nationwide

GCC Review Workshop at SKMM Cyberjaya

29 June

10th AGM held at Singgahsana, Petaling Jaya

October

Appointment of En Azizan Mohd Afandi as 2nd Executive Director

CONSUMERinfo portal 1st draft proposal

11th AGM at Cyberview Lodge Cyberjaya, elected Puan Mahfuzah Azahari (Maxis) as Chairman

CFM ANNUAL REPORT 2014

2012

2013

2014

27 July

February

May

12th Annual General Meeting at Pullman Putrajaya

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 August

13th 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 September

Appointment of En Aly Shaharom as 3rd Executive Director of CFM

December

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

19

World Telecommunications and Information Society Day CFM Forum at Le Meridien

July

Review of the standard of procedure for Compaint Operating Management

27 October

Arrival of CFM’s, first official car WA7140R

25 November

14th Annual General Meeting held at Marina Putrajaya

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

CFM ANNUAL REPORT 2014

CCMD

COMPLAINTS & COMPLIANCE MANAGEMENT DEPARTMENT

21

22

CCMD COMMITTEE REPORT

Executive Summary The 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.

CFM ANNUAL REPORT 2014

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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).

1888 1861

1619 1536

Q1

Q2

Q3

Q4

Complaints Resolution Analysis Consistent 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.

2014 GCC BENCHMARK 95.00% 83.00%

90.00%

64.00%

16.00%

5.00%

This SOP helped to promote better complaint management handling and ensures responsiveness within the stipulated timeline. >30

≤30

≤15

CCMD COMMITTEE REPORT

24

Complaints

by Service Type 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

275

258

CELLULAR

MOBILE BROADBAND

PAT TV

7

2

1

SERVICE DOWNTIME

FRAUD REGISTRATION

INTERNET BROADBAND

26

7

14

13

OTHERS

REBATE / REFUND

OTHERS

23 INSTALLATION / ACTIVATION

FIXED LINE

POOR CUSTOMER SERVICE

23 SERVICE DOWNTIME

BILLING PROBLEM / DISPUTE

37

32 UNFAIR PRACTICE

55 POOR CUSTOMER SERVICE

BILLING PROBLEM / DISPUTE

149

160 58 INSTALLATION / ACTIVATION

WIRELESS BROADBAND

SERVICE DOWNTIME

77 UNFAIR PRACTICE

154 78 SERVICE DOWNTIME

INTERNET BROADBAND

BILLING PROBLEM / DISPUTE

84 INSTALLATION / ACTIVITION

WIRED BROADBAND

INTERNET CONNECTION / SPEED

93 BILLING PROBLEM / DISPUTE

INTERNET BORADBAND

INTERNET CONNECTION / SPEED

SERVICE DOWNTIME

33

32

3G

BILLING PROBLEM / DISPUTE

63

45

DISPUTE ON T&C

INTERNET BROADBAND

70 INTERNET CONNECTION / SPEED

BILLING PROBLEM / DISPUTE DATA ..

MOBILE NUMBER PORTABLITY

BILLING PROBLEM / DISPUTE

MOBILE / CELLULAR

UNSOLICITED / UNSUBSCRIBED SMS

162

220

273

291

339

358

399

467

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.

OTHERS

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.

CFM ANNUAL REPORT 2014

Complaint Sub Category

Definition

3G

3G 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 issue. 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 contract, 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 Service

Dissatisfactory customer service experience, e.g. no after-sale service to consumer, 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 complainant’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 unfairly 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.

25

CCMD COMMITTEE REPORT

26

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%).

CFM ANNUAL REPORT 2014

27

Top 5 Complaint Category In 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.

1

3 Poor Coverage

Poor Service 293

283

269

273

288

79

79 65

257

76 58

46

195

201

184

58

69 58

42

41

46

159 138

JAN

FEB

138

MAR

APR

MAY

JUN

JUL

AUG

SEP

OCT

NOV

DEC

JAN

FEB

MAR

APR

MAY

JUN

JUL

AUG

SEP

OCT

NOV

DEC

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.

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.

2

4 SMS

Billing & Charging

147 131

140

154

163

173

57

198

186 157

44

146

43

56 44

41

50 43 37

125

108

34

37 25

JAN

FEB

MAR

APR

MAY

JUN

JUL

AUG

SEP

OCT

NOV

DEC

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).

JAN

FEB

MAR

APR

MAY

JUN

JUL

AUG

SEP

OCT

NOV

DEC

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.

CCMD COMMITTEE REPORT

28

5 Unfair Practice

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.

37 32

27

26 21

23

22

22

21

16

15

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

9

JAN

FEB

MAR

APR

MAY

JUN

JUL

AUG

SEP

OCT

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.

NOV

DEC

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.

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 1597

1369

Complaints

1095

765

693

516 315 227

Service Provider

41

Tune Talk

42

RedONE Network

ABNxcess

Umobile

YTL

ASTRO

DIGI

P1

MAXIS

TM

CELCOM

65

CFM ANNUAL REPORT 2014

Complaints Source

KPDNKK 548 MCMC 335

CFM 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.

KPDNKK Kementerian Perdagangan dalam Negeri, Koperasi dan Kepenggunaan MCMC Malaysia Communication and Multimedia Commission

29

CAP 34 CMCF 8 CAKE 6 PPDKT 1 CFM 5,972

CAP Consumer Association of Penang

CAKE Consumer Association of Kedah

CMCF Communications and Multimedia Content Forum of Malaysia

PPDKT Persatuan Pengguna Daerah Kuala Terengganu

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.

Complaints

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.

8

7

5

4

XOX

Time Dot Com

ALTEL

9

Clixster

10

Jaring

Penang Fon

29

Red Tone

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

Service Provider

CCMD COMMITTEE REPORT

30

CCMD Activities Report 2014 No

Date

Programme

Organizer

Participation

1

21 Jan

Discussion 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 Jan

Discussion 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 Mar

Discussion on new Complaint Online Portal Systems with CCB MCMC + Vendor

MCMC

CCMD

9

10 Mar

Complaint & Compliance Working Committee Meeting No. 1/2014

CCMD

Digi, Celcom, TM, CAKE, CAP, KPM, PKPKL

10

10 Mar

Discussion on Complaints Issue with YES

CCMD

YES

11

1 Apr

Discussion on the research project for complaints data with UiTM.

CCMD

UITM

12

7 May

Meeting 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 Jun

Complaint & Compliance Working Committee Meeting No. 02/2014

CCMD

Digi, Celcom, TM, CAKE, CAP, KPM, PKPKL

17

10 Jul

Discussion on CFM Telephone System

CCMD

VENDOR

18

18 Jul

Discusssion with MCMC on proposed approach to the performance of resolving complaints

CCMD

MCMC

19

6 Aug

Presentation of ‘Mymobile Coverage’ Application by NFE Consulting Sdn Bhd

CCMD

NFE Consulting Sdn Bhd

20

6 Aug

Complaint & Compliance Working Committee Meeting No. 03/2014

CCMD

Digi, Celcom, TM, CAKE, CAP, KPM, PKPKL

21

22 Aug

Meeting with KPDNKK and MCMC on Rounding Mechanism

MCMC

CCMD

CFM ANNUAL REPORT 2014

22

27 Aug

Presentation by Oracle for MCMC ‘E-aduan’ System

MCMC

CCMD

23

10 Sep

Complaint & Compliance Working Committee Meeting No. 04/2014

CCMD

Digi, Celcom, TM, CAKE, CAP, KPM, PKPKL

24

12 – 13 Sep

Karnival ICT at Seremban

CPRD, MCMC

CCMD

25

17 – 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 Oct

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

Myshred Mobile

CCMD

29

27 Oct

Meeting with MCMC on Industry Integrated Complaint Management System

MCMC

CCMD

30

28 Oct

Complaint & Compliance Working Committee Meeting No. 05/2014

CCMD

Digi, Celcom, TM, CAKE, CAP, KPM, PKPKL

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 Coverage

CCMD, NFE Consulting

CCMD

34

5 Nov

GCC 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 Nov

Visit to Tribunal Tuntutan Pengguna Malaysia, Kuala Lumpur

CDMD

CFM

40

28-30 Nov

Pikom 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 Dec

Complaint & Compliance Working Committee Meeting No. 06/2014

CCMD

Digi, Celcom, TM, CAKE, CAP, KPM, PKPKL

43

16 Dec

Crowdsourcing Project – Presentation of final report

CCMD

NFE Consulting

44

19 Dec

CCMD Monthly Meeting

CCMD

CCMD

45

23 Dec

UITM Consumer Complaints Pilot Study - Result & Analysis Presentation

CCMD

CCMD, UITM

46

24 Dec

Meeting with MCMC on Industry Integrated Complaint Management System

MCMC

CCMD

31

32

CCMD COMMITTEE REPORT

CCMD Secretariat

Salabiah Mohamad Madnash Manager, CCMD

Muhammad Akmal Azmanshah Executive, CCMD

Ungku Azilah Ungku Aziz Executive, CCMD

Jouhana Mansor Executive, CCMD

Mohd Safwan Sabree Executive, CCMD

CFM ANNUAL REPORT 2014

CDMD CORPORATE & CODES DRAFTING DEPARTMENT

33

34

CDMD COMMITTEE REPORT

Overview from the Codes Drafting Working Committee 2014 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 Summary The 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.

CFM ANNUAL REPORT 2014

35

Codes Drafting 2014 Activities & Report a) GCC Review The 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 Awareness CFM 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 Conduct The 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 Activities For 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.

CORPORATE & CODES WORKING COMMITTEE 2014 MAHFUZAH AZAHARI (Maxis)

ZAKIAH KASSIM (Celcom)

DR. ELISTINA ABU BAKAR (MACFEA)

MEGAT ISHAK (Tune Talk)

ABDUL RAHMAN SAMAD (KPM)

AGENTS & DEALERS CODE WORKING COMMITTEE

GCC REVIEW WORKING COMMITTEE

ALTERNATIVE DISPUTE RESOLUTION (ADR) WORKING COMMITTEE

COMPLIANCE AND COMPLAINT RESOLUTION

PRIVACY AND PROVISIONING OF INFORMATION

BILLING AND ADVERTISING

HEADED BY CAP RAVINDER MEMBERS ARE CELCOM HAIRUNNISA NASIR CAKE MOHD YUSRIZAL TM AINUL AZLINDA

HEADED BY TM SYAMSUL AZLAN MEMBERS ARE TUNETALK MEGAT ISHAK P1 ENGKU NORHAZIMAH NUTP DATUK LOK PKPKL SAMSUDIN UMOBILE MELISA SIOW CAP RAVINDER

HEADED BY MACFEA DR ELISTINA MEMBERS ARE UKM DR MAISARAH ASTRO AZLINDA DIGI NOORDIWATI PERBIT MOHD ALI KPM ABD RAHMAN ALTEL AZIZAN

CFM ANNUAL REPORT 2014

CDMD Secretariat

Kartini Hasbi Manager, CDMD

Nazierah Nazli Executive, CDMD

Mohd Sofian Idrus Executive, CDMD

Muhammad Hanif Ghazali Executive, CDMD

37

38

CPRD COMMITTEE REPORT

CPRD

COMMUNICATIONS & PUBLIC RELATIONS DEPARTMENT

CFM ANNUAL REPORT 2014

39

Executive Summary

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

ORGANISATION

POSITION

NAME

Tune Talk (Supply)

Head of Bureau

Megat Ishak Mamunor Rashid

Sistem Televisyen Malaysia Bhd Tv3 (Supply)

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

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 20142016, 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:

Media Relations

Discussion Forum

2014 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”.

In 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 Demandside/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 Program

Membership Activities

In 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.

CFM 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.

CPRD COMMITTEE REPORT

40

Industry Knowledge Sharing Sessions For 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 3Q 2014, SHOUT! was available in Bahasa Malaysia and English.

Moving Forward CFM 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.

CFM ANNUAL REPORT 2014

41

CPRD Activities Report 2014 ACCELERATING CFM JOURNEY TO A NEW LEVEL THROUGH EVENTS Whether 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

2

Program 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

CPRD COMMITTEE REPORT

42

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 Selangor

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 Back

2

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

19 July 2014

SPECIAL EVENT 1

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

24 June 2014

INTERNAL EVENT 1

World 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 ANNUAL REPORT 2014

43

CFM MEDIA ENGAGEMENT 2014 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 No.

Date

Media

Topic

1

17 March 2014

RTM 1 – Suara Kita Hak Kita

Telefon Oh Telefon!

CPRD COMMITTEE REPORT

44

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 No.

Date

Media

Topic

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 Telekomunikasi Meningkat

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.

CFM ANNUAL REPORT 2014

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”

45

46

CPRD COMMITTEE REPORT

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 ANNUAL REPORT 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.

47

CPRD COMMITTEE REPORT

48

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

CFM PUBLICATION CFM 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 ANNUAL REPORT 2014

1

49

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.

INTRO

SHOUT! SHOUT! Quarter 1 2014

quarterly newsletter

TABLE OF CONTENTS

EDITOR’S NOTE

published by the Communications and Multimedia Consumer Forum of Malaysia

Free Copy

www.cfm.org.my

TOP GEAR

a a super super powered powered smartphone smartphone for for aa bargain bargain

3

BIz – let the games BegIn

4

tOp gear – Bang fOr the BuCk gear

5

appzOne– we are famIly

6

sOCIal medIa lIfe the sIlent threat – persOnal data theft

7

the wOrd wIth - JasOn lO

8

hands On - BaCkIng up yOur andrOId devICe

10

numBers – hOusehOld use Of the Internet

11

dIgItal lIfe – the COst Of lOsIng yOur smartphOne

14

Auteur James Lee of DogHouse 73 productions talks about the Malaysian film scene and his latest work

KDN PP 17752/11/2013 (033132)

MOTOROLA MOTO G

COnneCted – In the dOghOuse

Shout! investigates just what are the most lucrative mobile apps in Malaysia with surprising results...

Welcome dear readers to the latest issue of Shout! magazine. We’re introducing a revamp that is more user-friendly whilst retaining our usual informative and compelling content.

In our first issue of the year, we explore a variety of issues including the Malaysian film scene, the risks of losing your smartphone and much more.

We also get a glimpse of how Tune Talk’s CEO Jason Lo juggles his work and family life with some help from his favourite apps.

THE WORD WITH...

Thank you to all of you for your support of Shout! throughout the years and we hope these changes will prove to be beneficial to us all.

JASON LO

tune tune talk’s talk’s CeO CeO talks talks about about how how to to stay stay on on top top of of things things with with the the awesome awesome power power of of tech tech

Mediha Mahmood Editor KDN PP 17752/11/2013 (033132)

THE SILENT THREAT

SHOUT! is published on a quaterly basis by: Communications and Multimedia Consumer Forum of Malaysia 6-02, 6th Floor, Wisma Straits Trading, No 2, Lebuh Pasar Besar, 50050 Kuala Lumpur T: 1800-18-2222 F: 03-2693-2288 W:www.cfm.og.my

PERSONAL DATA THEFT

Printed in Malaysia by Superior Press Sdn Bhd Lot 2063A, Jalan Kusta, Sg Buloh, Kawasan Industri Taman Jaya, Selangor Darul Ehsan, Malaysia.

Distributed by MPH Distributors (M) Sdn Bhd

losing losing your your smartphone smartphone may may cost cost you you more more than than just just money money

CONNECTED

Save some of that hard-earned cash with this curated selection of affordably priced phones and tablets Managing the schedules of a family with kids is a challenge. Here’s some apps to keep it all organised

Think twice before you sign up for that free giveaway.

You could be giving far more than just your identity...

Tune Talk CEO, musician, producer and family man Jason Lo talks to Shout about how to keep on top of work and family life with the power of tech

The art of backing up, transferring and restoring your data and settings on your Android device explained

Crunch the numbers with us as we give a fascinating insight into how we Malaysians use the Internet

A lost or stolen phone costs more than just money.

Find out why and what to do before the unforeseen happens...

BIZ

let the games BegIn

It’s all fun and games as Shout! investigates just what are the most lucrative mobile apps in Malaysia with surprising results

In the dOghOuse

Auteur James Lee of DogHouse 73 productions talks about filming love, life, the universe and everything

“We need to get more malaysians to create content.

We got to get Malaysia’s name on the map like what South Korea has evolved to today.”

T

he process of filmmaking itself is what drives me. The creative energy, the execution and that magic moment when you watch from the wings at the premiere at the reaction of the audience, this is what makes worthwhile,” says longtime Malaysian director and executive producer James Lee of DogHouse 73 Pictures. With 17 over films in his name and a career that spans close to a decade, he has made his bones in the industry.

Rather than the traditional avenues of film distribution, he’s elected to showcase his work on YouTube. His romance The Girl From Tomorrow, released on Valentine’s Day on YouTube garnered hundreds of clicks on launch. But why go online? James elaborates,”On YouTube, my work and, hopefully other like minded Malaysian filmmakers can reach a global audience .” We need to get more Malaysians to create content. We got to get Malaysia’s name on the map like what South Korea has evolved to today.”

James adds,”The costs for filmmaking have gone down. Today, it’s more about passion than hardware. I use a Canon 5D MkII for shooting videos and it’s a fraction of the cost of a dedicated video camera from a few years back. The only barrier is your creativity so get out there and create something!”

CINEMA FANTASTIQUE Logon to Youtube via these links or scan the QR codes and enjoy a selection of James Lee’s work

A

ccording to Gartner Inc, total global revenue from mobile app stores has been estimated at US$26 billion in 2013 and saw 102 billion app downloads. This substantial sum is only getting bigger. Projected revenues in 2017 are estimated at US$77 billion1.

A look at App Annie’s statistics for the Malaysia market reveals interesting insight. The top five overall grossing apps on the Google Play store and the Apple App store are all games. In pole position for both is Clash of Clans, an online game that has you battle others with your own troops for supremacy. In second place in both stores is a Chinese match-three game called Tower of Saviours. In fifth place on the Play store is the infamous Candy Crush, with third and fourth place taken up by a strategy game called Castle Clash and a slot machine game called Slotomania. The App store itself is dominated by Chinese games though a kiddy oriented RPG called Battle Camp has proven popular enough to warrant 5th place.

What all these games have in common though is that

Apple App Store Top Matrix

ATlAnTis ConspirACy

The Girl from Tomorrow

Three Doors of horrors

A seven-minute sci-fi short replete with oodles of shooty action goodness, spades of manly dialogue and, notably, a giant stompy suit of powered armour that’d do Michael Bay proud.. http://bit.ly/1gxIaMR

Quirky, sweet and endearing by turns, this love story involves your literally average Joe who meets a girl from the future called Yen. Is she really from the future or is she off her rocker? bit.ly/NILk6T

This horror ombibus consists of three spinetingling tales from three different directors with a distinct Malaysian flavour that range from the deeply unsettling to downright terrifying.

Google Play Top Matrix

bit.ly/LZ8qoa

1)

Q1 2 0 1 4

3

4

*http://www.gartner.com/newsroom/id/2592315 Q1 2 0 1 4

they’re freemium titles. It costs nothing to download and play though if you want to get into the big leagues you’ll have to fork out real world cash through in-app purchases hence the term freemium. A hefty number of people do just Table 1. Mobile App Store Downloads, Worldwide, 2010-2016 (Millions of Downloads) 2012 Free Downloads Paid-for Downloads Total Downloads Free Downloads %

57,331

2013

2014

2015

2016

2017

92,876

127,704

167,054

211,313

253,914

6,654

9,186

11,105

12,574

13,488

14,778

63,985

102,062

138,809

179,628

224,801

268,692

89.6

91.0

92.0

93.0

94.0

94.5

Source : Gartner (September 2013)

that and continue forking out cash regularly while playing.

Clash of Clans reported a revenue of US$892 million last year. Candy Crush earns an estimated US$633,000 a day in in-app purchases on the US App store alone. That’s a lot of money from gaming any way you look at it. So, the next time you whip out your phone to match candies or raid some bad guy’s town, don’t feel so guilty. Everyone else is doing it too.

CPRD COMMITTEE REPORT

50

2

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.

SHOUT! quarterly newsletter

published by the Communications and Multimedia Consumer Forum of Malaysia

www.cfm.org.my

KDN PP 17752/11/2013 (033132)

Free Copy

DIGITAL LIFE

tHe CyBerBully sCOurGe

THE WORD WITH...

sarIMaH IBraHIM & rOD MOnteIrO

Find out if your child is being cyberbullied and what you can do

CLASS IS IN...

The MIX Breakfast Show’s DJ duo talk about how social media has enhanced the radio star

tOP aPPs FOr COlleGe

Our essential app picks to get you on the ball and ahead of the class

4

Q2 2014

INTRO

ON THE WIRE

QUARTER 2 2014 EDITOR’S NOTE

3

CFM HOSTS INAUGURAL FORUM TO DISCUSS STATE OF MALAYSIA’S BROADBAND

THINGS THAT YOU WILL LEARN IN THIS ISSUE

3 HEARTWARMINg SHORT fIlMS

View a delightul trifecta of films from award-winning Malaysian Director Quek Shio Chuan

10

4 ESSENTIAl APPS fOR cOllEgE

6

7 BATTERy lIfE SAvINg TIPS

12

Get ahead of the class with these useful apps Tips to get more out of your smartphone’s battery

TABLE OF CONTENTS

ON THE WIRE

3

THE NUMBERS – BEHAvIOURAl PATTERNS Of MAlAySIAN yOUNgSTERS TOWARDS SOcIAl MEDIA

4

APPZONE – clASS IS IN

6

THE gUIDE – ESTIMATE yOUR DATA USAgE AND BUy THE RIgHT PlAN

7

THE WORD WITH – SARIMAH IBRAHIM AND ROD MONTEIRO

8

Find out about the latest member to join the esteemed CFM Council, the dangerous Heartbleed bug and more Welcome to our second issue of Shout! Magazine for 2014. Today, people are so much more connected than ever before at any other point in our history. With this radical paradigm change in the way we communicate comes new ways of responsibly managing it. The virtual anonymity that the Internet brings also harkens its own forms of challenges. Find out what cyberbullying is and how to deal with it in our article on p13.

For our special feature this month, we speak to radio DJs Sarimah Ibrahim and Rodney Monteiro who host the popular MIX Breakfast Show. They speak of what drives them and how they feel radio is becoming an integrated part of Malaysia’s vibrant social media scene today on p8.

Hope you have a good read and may we see you again in our next issue!

Dr. Shanti Balraj Baboo from USM uncovers insights into how Malaysian teens interact with social media Academic life is quite a challenge. Here’s four apps that’ll make student life just a little easier

Don’t have enough data to last the month? Find out how to gauge your data usage with this handy guide

The dulcet-voiced DJ duo on the MIX Breakfast Show share about life as a DJ on the airwaves and how tech and social media have enhanced the radio star

cONNEcTED - MOvINg HEARTS AND MINDS 10 Mediha Mahmood Editor KDN PP 17752/11/2013 (033132) SHOUT! is published on a quarterly basis by: communications and Multimedia consumer forum of Malaysia 6-02, 6th Floor, Wisma Straits Trading, No 2, Lebuh Pasar Besar, 50050 Kuala Lumpur T: 03-2692-3800 F: 03-2693-2288 W:www.cfm.og.my Printed in Malaysia by Art colours Systems Sdn Bhd

No. 37-1, Jalan Menara Gading 1, Taman Connaught, Cheras, 56000, Kuala Lumpur, WP Kuala Lumpur, 56000, Malaysia

Distributed by MPH Distributors (M) Sdn Bhd

2

Q2 2014

A master at tugging heartstrings, Malaysian Director Quek Shio Chuan shares three of his best featurettes

TOP gEAR - MAgNIfIcENT MOBIlES

11

HANDS ON – 7 TIPS TO EXTEND yOUR SMARTPHONE’S BATTERy lIfE

12

DIgITAl lIfE – THE cyBERBUlly ScOURgE

13

We round up four of the hottest flagship Android smartphones in the market

Out of juice for your phone by midday? Follow these seven tips tips to extend your smartphone’s battery life Find out about the new scourge of cyberbullying,how to identify and ultimately counter it

The Communications and Multimedia Consumer Forum of Malaysia hosted a forum on16th of May to highlight issues regarding consumers in the multimedia and telecommunications industry as well as to analyse the state of broadband implementation in Malaysia in sync with this year’s theme ‘Broadband for Sustainable Development’. The event was held at the Le Meridien hotel, Kuala Lumpur and saw over a hundred representatives from Malaysian consumer associations, telco service providers and local celebrities.

PN NORMAzALILA ABU BAKAR JOINS THE COUNCIL The latest addition to the Consumer Forum of Malaysia council, Pn. Normazilila Abu Bakar brings her extensive experience as an academician and researcher to the group.

Currently a Senior Lecturer at Management and Science University (MSU), Shah Alam, Selangor, Pn. Normazilila also conducts research programs with an eye on the enhancement of service performance. She is also an active panel member of the Panel of Mediators for the Malaysian Mediation Centre (MMC) in disputes regarding Community, Telecommunication and Family.

NEW SMARTPHONE PRIORITISES PRIVACY A new smartphone dubbed the Blackphone that prioritises privacy is now available. It uses an operating system based on Android called PrivatOS and has a full suite of privacyenabled applications that promise secure communications, texting, browsing and file storage. Check it out at www.blackphone.ch

BLEEDING FROM THE HEARTBLEED BUG Discovered in April, the Heartbleed bug affected major websites like Instagram, Gmail, Yahoo!, Flickr and more. A skilled attacker can steal critical data with this bug. While the bug has been patched it’s still best to change all your online passwords.

Q2 2014

3

CFM ANNUAL REPORT 2014

3

51

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.

SHOUT!

INTRO

QUARTER 3 2014 EDITOR’S NOTE

quarterly newsletter

THINGS THAT YOU WILL LEARN IN THIS ISSUE

3 MOVING MUSICAL NUMBERS

10

4 AMAZING TRAVEL APPS

6

6 TIPS TO CUT DOWN ON YOUR ROAMING BILL

12

Enjoy a trio of musical covers of popular songs courtesy of Malaysian YouTube musician Ray Mak

published by the Communications and Multimedia Consumer Forum of Malaysia

Free Copy

3

Flustered at the mental gymnastics of exchange rates or just need directions on where to get some decent grub?

These four top travel apps will sort you out

www.cfm.org.my

Avoid a heart-stopping surprise in your phone bill the next time you’re on roaming overseas with these half dozen gems of wisdom TABLE OF CONTENTS

THE WORD WITH...

KDN PP 17752/11/2013 (033132)

AZURA ZAINAL

Multi-talented travel show host and RED FM announcer talks about the path less travelled

Greetings dear readers and welcome back to our third issue of Shout! Magazine for 2014. It is said that travel broadens the mind and to that end, we’ve compiled an array of tips for less stressful travel whether you’re enjoying Malaysia’s diverse array of beautiful tourist spots or taking a trip out of the country. Of course, we take advantage of the power of tech and included a selection of travel apps that will come in very handy indeed on p6.

We also have a chat with Azura Zainal, the host of Malaysia’s Xplorasi travel show as well as the radio announcer of the RedFM radio channel as she shares more about her work and her travels in an exclusive interview on p8.

Hope you have a fantastic read and see you all in our next issue!

LEAVING ON A JETPLANE?

8 TIPS FOR HASSLE FREE TRAVEL

PROTEcTING yOuR smARTPHONE

THE KILL SWITCH

Essential tips for a stress free holiday

+

What you need to know about the ultimate theft deterrent

Four essential travel apps

consumer.forum.malaysia

3

THE NUMBERS – 500 ONLINE INTERVIEWS IN Q1 2013 REPRESENTATIVE OF MALAYSIAN DAILY INTERNET USERS

4

TOP GEAR - WIZ WEARABLES

5

APPZONE – TOP TRAVEL TIPS

6

THE WORD WITH – AZURA ZAINAL

8

CONNECTED - MAKING MUSIC MAGIC

10

Find out about how CFM has helped the needy and how CFM played a part in the Digital Lifestyle Expo

Discover facts about the Malaysian smartphone market Check out the hottest smartwatches to hit the market Find out how to experience a fuss free holiday and also how to use the power of tech to enjoy it too Travel show host Azura Zainal talks about how she got into show business, her travels and much more Malaysian musician Ray Mak shares some of his best musical covers and how he got started making music

Mediha Mahmood Editor KDN PP 17752/11/2013 (033132) SHOUT! is published on a quarterly basis by: Communications and Multimedia Consumer Forum of Malaysia 6-02, 6th Floor, Wisma Straits Trading, No 2, Lebuh Pasar Besar, 50050 Kuala Lumpur T: 03-2692-3800 F: 03-2693-2288 W:www.cfm.org.my Printed in Malaysia by Art Colours Systems Sdn Bhd

CFM_Malaysia

ON THE WIRE

No. 37-1, Jalan Menara Gading 1, Taman Connaught, Cheras, 56000, Kuala Lumpur, WP Kuala Lumpur, 56000, Malaysia

Distributed by MPH Distributors (M) Sdn Bhd

2

ISSUE OF THE QUARTER – THE SMARTPHONE 11 KILLSWITCH – WHAT YOU NEED TO KNOW Find out how the smartphone killswitch is set to change the nature of smartphone thefts

HANDS ON – AVOIDING ROAM RAGE

12

DIGITAL LIFE – MOBILE MONEY – THE CONVENIENT PAYMENT ALTERNATIVE

14

Avoid paying exorbitant amounts for roaming with these top tips the next time you head overseas

Find out about the next step in payment options without cash or a credit card ever changing hands

Q3 2014

THE NumbERs

ON THE WIRE

500 Online interviews representative in Q1 2013 of Malaysian daily internet users

OPERATING SYSTEM

PHONE BRAND

iOS

Nokia

14

Android

57%

Symbian BlackBerry

Samsung

11

8

37%

EDUCATION

26

Sony

14

Apple iPhone

10

Windows

5

Other

Other

5

BlackBerry

GENDER

PHONE TYPE

8 6

Degree

49%

Primary/ Secondary school

25 College

15 Postgraduate

10 AGE

OCCUPATION

CFM GIVES BACK TO THE NEEDY Over a hundred underprivileged children enjoyed an exciting experience to last a lifetime on the 19th July 2014 courtesy of the Emcees of Malaysia in collaboration with the Communications and Multimedia Consumer Forum of Malaysia (CFM). As part of CFM’s corporate social responsibility initiative, 101 orphans from four orphanages were feted to a

shopping experience at AEON Bandar Utama, a special workshop, a learning visit to Sri Pentas and the breaking of fast with CFM Councillors and members. According to Dr. Elistina Abu Bakar, Chairman of CFM,”Our intention is for the children to have a memorable Raya this year, that is why the event includes a visit to Sri Pentas and a shopping event.”

CFM ROCKS THE HOUSE IN DIGITAL LIFESTYLE EXPO 2014 Taking place from the 8th – 10th August 2014, the Digital Lifestyle Expo is a three-day event at the KLCC Convention Centre organised by the National ICT Association of Malaysia (PIKOM) to promote, disseminate and accelerate the development of applications and services in Malaysia among the public and key stakeholders. CFM participated in DLE 2014 by opening up a booth and engaging visitors to the event through various activities with the objective to increase awareness of consumer rights on communications and the multimedia services industry. At the expo, En. Megat Ishak, CFM Deputy Chairman shared his insights in a talk at the event’s open area about consumer rights.

PERSATUAN PELINDUNG PENGGUNA KELANTAN JOINS THE COUNCIL CFM’s Board Council welcomes Persatuan Pelindung Pengguna Kelantan (PELINDUNG) as the new demand-side member to replace the outgoing National Council of Women’s Organizations (NCWO). PELINDUNG will be represented in the Council by Tuan Haji Ahmad Othman, an active member of several non-government organisations that champion consumer rights including FOMCA and has extensive knowledge in and experience on consumer rights. CFM welcomes Tn. Haji Ahmad Othman to the council and looks forward to his contributions to expanding and protecting consumer rights nationwide.

Ericsson ConsumerLab Analytical Platform 2013

Q3 2014

3

CPRD COMMITTEE REPORT

52

4

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.

TOP GeAR

TOP GEAR

SUPER SMARTPPHONE SNAPPERS

Once considered an afterthought in times of yore, the camera on a smartphone today is often regarded as one of, if not the most sought after feature when selecting your next handset. Check out this quartet of the latest devices that pack some of the most powerful cameras ever crammed into a smartphone...

1

SAY CHEESE!

take smartphone photography to the give your pictures that little extra crea apps that let you take a beautiful 360 are the key to unlocking the power o

APPLE IPHONE 6 PLUS

From RM2,749, www.apple.com/my If big is best, Apple’s iPhone 6 Plus has you sorted out. Apple’s largest phone ever comes with a 5.5-inch Full hD display crammed into a casing that’s but 7.1mm thin. the main draw here though is its 8-MP rear iSight camera that comes with the works. It integrates an f/2.2 aperture, optical image stabilisation to deal with camera shake, a sapphire crystal lens and automatically integrates hDR for better shots whenever you snap a pic or capture 1080P video. the end result?

Awesome snaps everytime you press the virtual shutter release.

2 SAMSUNG GALAXY NOTE 4

RM2,499, www.samsung.com/my A potent rear 16-MP camera takes point with an LED flash, built-in optical image stabilisation for judder free snaps and video that can be captured in stunning 4K resolution. Both snaps and movies are framed on the luscious and sharp 5.7-inch Quad hD Super AMoLED display and if you’re a selfie fan you’ll appreciate the front 3.7-MP camera that has an F/1.9 lens along with a wide 120-degree angle selfie mode for epic group shots.

3

AFTER FOCUS

Free for Android, U this particularly usef one thing and does i well. With this, you c DSLR-style backgrou ‘bokeh’ shots with ea a snap. unlike baked camera apps, you’re delineate which area which areas are defo natural results. You’re apply an array of filte creative zing to your

4

OPEN CAMER

XPERIA Z3 COMPACT

RM1,899, www.sonymobile.com the Z3 Compact comes with a potent 20.7-MP camera that has a 25mm wide angle Sony G Lens, Sony’s Exmor R sensor and as an enhanced 12,800 ISo rating for low light shots. throw in a 4.6-inch 720P display, exceptional battery life, waterproofing, a dedicated camera button and you have one robust and capable camphone indeed.

6

HTC BUTTERFLY 2

RM2,399, www.htc.com/sea Where the Butterfly 2 impresses is its unique 13-MP rear camera that comes with an f/2.2 lens and the unique ability to create nifty depth of field shots ‘after’ you take a shot and manually adding or deleting people from a shot without tedious cropping. A 5-MP selfie camera sweetens the pot.

Q4 2014

INTRO

The NumbeRs

QUARTER 4 2014 EDITOR’S NOTE

3

MOBILE COMMERCE

THINGS THAT YOU WILL LEARN IN THIS ISSUE

3 STEPS TO ENABLE TWO-FACTOR

AUTHENTICATION

12

Give your Facebook, outlook and Google account enhanced security with a few simple steps

4 AWESOME CAMERA APPS

7

6 STEPS TO PREVENT A PHISHING ATTACK

11

Give your snaps that special touch and even get more out of your smartphone camera with these handy photography apps Follow these crucial steps to protect yourself and all you own from an online phishing attack

Malaysia 2014

Retailers have always had different channels to reach consumers. As mobile devices outnumber PCs, the inclusion of mobile poses fundamental challenges for every business; how to create, nurture and sustain profitable customer relationships. What is the new shopping experience?

ONLINE SHOPPING GROWS

THE SHOPPING EXPERIENCE

1 IN 5

CHECK ONLINE

BEFORE

VISITING STORES WHEN IN STORE...

TABLE OF CONTENTS Welcome dear readers to our fourth quarter issue of Shout! and our last issue for 2014. We would not have made it this far if not for the ardent support of all of you out there, our dear readers.

Since our revamp earlier this year, we have gradually expanded the breadth and scope of our offerings with the inclusion in our third quarter issue of Bahasa Malaysia alongside our English version. Stay tuned as we plan to add in more relevant and exciting content that will excite and inform you in equal measure.

In this issue, we share with you the nitty gritty behind the gremlin of modern telecommunications – the dropped call. Discover why it happens and how you can highlight your grievances for effective resolution on p8. that’s all for now and we wish all our readers a happy New Year!

ON THE WIRE

4

TOP GEAR – CAMERAPHONE CHAMPIONS

6

APPZONE - SAY CHEESE!

7

THE WORD – DROPPED CALLS

8

BEST DEALS – CALLS & DATA FOR CHEAP

9

Find out more about what CFM has been up to as they win hearts and minds from coast to coast Check out some of the most powerful cameras ever crammed into a smartphone take smartphone photography to the next level with this ensemble of top-shelf camera apps Find out why dropped calls happen

KDN PP 17752/11/2013 (033132) Shout! is published on a quarterly basis by: Communications and Multimedia Consumer Forum of Malaysia 6-02, 6th Floor, Wisma Straits trading, No 2, Lebuh Pasar Besar, 50050 Kuala Lumpur t: 03-2692-3800 F: 03-2693-2288 W:www.cfm.org.my Printed in Malaysia by Digi World Print Station (reg 1680084-U)

32, Jalan EIP 3, Ehsan Industrial Park 52100 Selangor

Distributed by MPh Distributors (M) Sdn Bhd

2

Q3 2014

CHECKED ONLINE

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CHOICES

CONNECTED - CHANNELLING YOUR INNER KID 10 Renowned photographer Kid Chan talks about the tech that turns everyone into a photographer – the smartphone

SOCIAL MEDIA LIFE – A DANGEROUS CATCH

11

ISSUE OF THE QUARTER – TWO- FACTOR AUTHENTICATION

12

HANDS ON – SMARTPHONE PRE-REPAIR CHECKLIST

13

DIGITAL LIFE – BITCOIN 101

14

FOUND A BETTER

DEAL ONLINE

Keep your e-mail and Facebook account safe on the World Wide Web with these simple tips

TRUSTED CONTENT IS THE BASIC ON WHICH THE

Need to get your smartphone or tablet fixed? Run through this four-step checklist first!

Find out more about the virtual currency that is taking the world by storm

25%

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Check out the best phone plans in one handy chart

Find out what a phishing attack is and how to prevent it Mediha Mahmood Editor

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CONNECTED CONSUMER IS INFORMED IN

T H E SA L E S CYC L E

Free for Android this fully featured ca with quite a few trick camera smartphone the ability to tinker w stabilisation, in a slew effects and filters, en and even trigger face Your mileage may va some features may n depending on how p phone is and what v you’re running. Still, quibble at its asking

CFM ANNUAL REPORT 2014

53

CFM Annual Report 2013 The CFM Annual Report 2013 was published for the CFM 14th Annual General Meeting (AGM), held in October 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

54

CPRD COMMITTEE REPORT

CFM SOCIAL MEDIA OVERVIEW CPRD’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.

The selection of these platforms is based on the fact that these social media platforms are consumercentric, 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.

CFM’s social media platforms

Facebook Official 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.

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.

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.

Instagram Official 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.

CFM ANNUAL REPORT 2014

55

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:

#YourRightsOurPriority

#ilovecfm_malaysia

#BeAsmartTelcoUser

A strong motto about consumer rights

A place where the followers post their picture in any CFM event activities

Used in any tips/guides info

2014 GROWTH OF SOCIAL MEDIA USERS IN EACH PLATFORM MONTH

TOTAL LIKES

JANUARY

1,884

FEBRUARY

1,903

MAC

2,904

TOTAL FACEBOOK USER

APRIL

2,118

MAY

2,127

GROWTH:

JUNE

2,137

50.8%

JULY

2,144

AUGUST

2,528

SEPTEMBER

3,320

OCTOBER

3,450

NOVEMBER

3,725

DECEMBER

3,832

CPRD COMMITTEE REPORT

56

TOTAL TWITTER USER GROWTH:

26.9%

TOTAL INSTAGRAM USER GROWTH:

88.8%

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

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

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.

CFM ANNUAL REPORT 2014

57

FACEBOOK INSIGHT FROM JANUARY - DECEMBER 2014 THE NUMBER OF POST REACH 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 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

VIDEO

STATUS

PHOTO

LINKS

32% 30.1% The infographic above shows the post types for our social media posts.

24.1% 12.9%

CPRD COMMITTEE REPORT

58

TOP 5 TOPICS RELATED TO CDP IN FB MESSENGER 2014 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%

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.

TWITTER INSIGHTS OVERVIEW

Top 4 Interest

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

Total Twitter Followers

360 541

81% 77% 61% 59% News & Current Tech Mobile

Total Tweets

Info

Events

News

Followers by gender:

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

79% males

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.

21% females

CFM ANNUAL REPORT 2014

59

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%

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

iOS Devices

Android Devices

21

49

%

%

Blackberry phones & tablets

Desktop & laptop computers

<1%

29%

INSTAGRAM INSIGHTS 2014 Instagram Engagement

Media

133

Likes Received

436

Followers

134

Based on Instagram users following the @cfm_malaysia account, most of CFMâ&#x20AC;&#x2122;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 CFMâ&#x20AC;&#x2122;s social media reach and increase engagement among followers and non-followers.

CPRD COMMITTEE REPORT

60

TOP PERFORMING POST

Post Reach

1,246 Likes

7

Post Reach

863 Likes

13

Post Reach

558 Likes

6 Post Reach

573 Likes

7

CFM ANNUAL REPORT 2014

Post Reach

486 Likes

11

61

Post Reach

438 Likes

5

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

CPRD COMMITTEE REPORT

62

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.my HOMEPAGE 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.

CFM ANNUAL REPORT 2014

63

BANNER The e-banners are placed on the top in cfm.my homepage to promote CFM current news, CFMâ&#x20AC;&#x2122;s messages on multimedia & communications to consumers.

64

CPRD COMMITTEE REPORT

CFM ANNUAL REPORT 2014

65

consumerinfo.my HOMEPAGE “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:

66

CPRD COMMITTEE REPORT

Banner in consumerinfo.my:

CFM ANNUAL REPORT 2014

67

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

JA N

FEB

MAC

APR

1,587

1,487

1.627

1,833

M AY

JUN

JULY

AUG

1,833

6,457

5,593

6,846

S E PT

O CT

NOV

DEC

5,721

6,432

6,089

5,355

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

JA N

FEB

MAC

APR

8,492

7,608

7,639

7,172

M AY

JUN

JULY

AUG

7,172

13,061

10.272

11,784

SEPT

O CT

NOV

DEC

11,784

9,905

10,372

8,133

CPRD COMMITTEE REPORT

68

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.

CFM ANNUAL REPORT 2014

69

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

Annual Subscription RM 200

Annual Subscription RM 20

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

The above-mentioned entrance fee and annual subscription is applicable to all Associate Members who are non-individuals

The above-mentioned entrance fee and annual subscription is applicable 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

70

CPRD COMMITTEE REPORT

CPRD Secretariat

Noor Shahdiella Abd Manan Manager, CPRD

Dzareen Shamsir Executive, CPRD

Roharrashidah Abdul Halil Executive, CPRD

Lizawati Mat Isa Razaleigh Md Zain Executive, CPRD Executive, CPRD

Mohd Aizat Saudi Executive, CDMD

CFM ANNUAL REPORT 2014

MARKETING COLLATERALS

71

72

CFM MARKETING COLLATERALS

Our Logo

CFMâ&#x20AC;&#x2122;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, itâ&#x20AC;&#x2122;s color representative differs from that of MCMC while still maintaining its own identity, functions and values within its field.

Logo Colors

Amber

Magenta

Cyan

White

A 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.

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.

CFM ANNUAL REPORT 2014

Logo Font-Type

Marketing Collateral Application Car Wrap Revamp 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 - Side right

Toyota Hilux - Back Design

73

74

CFM MARKETING COLLATERALS

Corporate 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 NGOâ&#x20AC;&#x2122;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 Corporate Shirt

T-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.

Various T-Shirt Designs

CFM ANNUAL REPORT 2014

75

Portable Backdrop 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)

Cube Box 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 CFMâ&#x20AC;&#x2122;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.

76

CFM MARKETING COLLATERALS

PVC Table This 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

CFM ANNUAL REPORT 2014

Buntings Both 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 (5â&#x20AC;&#x2122;x6.6â&#x20AC;&#x2122;ft)

77

78

CFM MARKETING COLLATERALS

Bahasa Melayu Bunting

English Bunting

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 (5â&#x20AC;&#x2122;x6.6â&#x20AC;&#x2122;ft)

CFM ANNUAL REPORT 2014

79

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)

80

CFM MARKETING COLLATERALS

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

CFM ANNUAL REPORT 2014

81

Luggage Tag Luggage tag is one of CFMâ&#x20AC;&#x2122;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.

Front Design

Back Design

82

CFM MARKETING COLLATERALS

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.

CFM ANNUAL REPORT 2014

83

Props for Photo Booth 29.7cm x 42cm Photo booth prop Sticker printing, matt lamination

29.7cm x 42cm Photo booth prop Sticker printing, matt lamination

29.7cm x 42cm Photo booth prop Sticker printing, matt lamination

84

CFM MARKETING COLLATERALS

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.

CFM ANNUAL REPORT 2014

85

Woven Bag Another 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 CFMâ&#x20AC;&#x2122;s redress badge.

86

PHOTOS OF CFM

PHOTOS OF CFM

CFM ANNUAL REPORT 2014

Programme with National Service Training Service (PLKN)

87

88

PHOTOS OF CFM

PIKOM PC FAIR

CFM ANNUAL REPORT 2014

CSR A DAY OF GIVING BACK

89

90

PHOTOS OF CFM

CFM ANNUAL REPORT 2014

World Telecommunication And Information Society Day (WTISD)

91

92

PHOTOS OF CFM

CFM ANNUAL REPORT 2014

CFM Aidilfitiri Open House

93

94

PHOTOS OF CFM

CFM ANNUAL REPORT 2014

CFM Branding Workshop

95

96

PHOTOS OF CFM

PROGRAMME WITH KLIK DENGAN BIJAK Jom Sembang Koperasi, PJ

CFM ANNUAL REPORT 2014

Program Perkhemahan Klik Dengan Bijak bersama Pengakap

97

98

PHOTOS OF CFM

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

CFM ANNUAL REPORT 2014

99

100

PHOTOS OF CFM

EXHIBITIONS AND SPEAKING ENGAGEMENT

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

CFM ANNUAL REPORT 2014

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

101

102

PHOTOS OF CFM

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

CFM ANNUAL REPORT 2014

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

103

104

PHOTOS OF CFM

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

CFM ANNUAL REPORT 2014

ICT Week at SMK Cochrane, Jalan Peel, Kuala Lumpur

105

106

PHOTOS OF CFM

Sarawak ICT Expo 2014, Kuching, Sarawak

CFM ANNUAL REPORT 2014

Karnival Jalur Lebar Dewan Mahsuri, Langkawi, Kedah

107

108

PHOTOS OF CFM

KL Converge at Kuala Lumpur Convention Centre

Visitation from National Telecommunication and Regulatory Affairs of Egypt to CFM

CFM ANNUAL REPORT 2014

109

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

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Email: enquiries@cfm.my

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