Amid evolving consumer expectations and increasing digital reliance, the Malaysian Communications and Multimedia Commission (MCMC) has undertaken a significant revamp of its user complaints website, now known as the Consumer Redress Portal (CRP). The regulatory body, which oversees telecommunications, postal, broadcast, and content sectors, announced that the new-look CRP comes replete with upgraded features and an enhanced user experience, ensuring that consumer grievances are addressed effectively, support is robust, and resolutions are expedited.
As a consumer, accessing the CRP has been kept simple and straightforward. The portal is accessible via aduan.mcmc.gov.my, welcoming users with an intuitive, user-friendly interface. Particularly, if you’re grappling with issues concerning your telecommunications service, the portal’s front page now offers a shortcut for users to check on a telco’s network status, scheduled maintenance, and outages.
The CRP covers five distinct sectors: telecommunications, postal and courier, online content, broadcasting, and subsidiary matters. To lodge a complaint, users are required to register an account, which includes email verification. Upon completion of registration, users can file a complaint in the intended sector by clicking on the “New Complaint” option and providing as much information as possible about their concern. One of the standout features of the CRP is its ability to let users track the status of their submitted complaint and receive additional support when required.
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Before escalating your 4G, 5G, or fiber broadband issues to the MCMC via the CRP, users are encouraged to initially report their problem to their respective telcos and service providers. Only if the response is unsatisfactory or the provider fails to resolve the issue should you then proceed to file a complaint via the CRP.
The MCMC ensures that every complaint received is taken seriously and is acted upon promptly. It reaches out to the relevant industry forums such as the Consumer Forum, Postal Forum, and Content Forum to conduct complaint redressal through mitigation and mediation between the industry and consumers. If non-compliance is identified in the delivery of service to consumers, the MCMC conducts an investigation into the matter.
The CRP is a testament to the MCMC’s commitment to its consumers, offering them a platform to voice their concerns and ensuring they are addressed effectively. It is a significant step forward in enhancing the customer service experience in Malaysia’s digital landscape.
This news is based on the report by the Malay Mail .
