TAWAU: The Malaysian Communications and Multimedia Commission (MCMC) has introduced the ‘Six Good Practices of Consumers’ among which one emphasized practice is that the service providers are urged to give rebates to consumers if the services provided do not reach the promised service quality.
“Based on the General Code of Consumer Practices for the Malaysian Communications and Multimedia Industry, the principles of compensation are stated whereby the service providers must offer compensation to the customers in cases of breach of this code,” according to the Information, Communications and Culture Ministry.
The ministry was replying to Tawau member of parliament Datuk Chua Soon Bui’s question on the number of Internet users in Sabah especially Tawau, Kota Kinabalu and Sandakan for 2008, 2009 and 2010, and the annual percentage of service disruption and lack of service to Internet users in the state.
“Based on this code, if the service provided does not comply with the code, the consumers can obtain the refund of money paid.
“Compliance with the code is mandatory, which is one of the conditions under which the licence is issued by MCMC,” the ministry said.
Chua also asked whether the ministry intended to direct the Internet service providers to give full refunds to their customers due to low quality of services.
According to the ministry, the measurement of Internet usage is based on the detailed rates of household subscription, information usage and penetration in the districts and ‘mukims’ as monitored by the government starting 2010.
The total Internet users for Sabah are 102,000 while the household Broad Band Users for the first quarter of 2010 for Tawau are 12,000, Kota Kinabalu 39,500 and Sandakan 11, 800 users.
Through the MCMC, the government is always monitoring all Internet service providers in every state on a systematic and regular basis to ensure delivery of satisfactory quality service.
“Nevertheless, it should be admitted that there are still weaknesses which can be improved by the Internet Service Providers (ISP) in Malaysia.
“This is because the quality of Internet and Broad Band Services is affected by several factors, including those outside the control of the service providers,” the ministry said.
The consumers who experience service disruptions are advised to send a report on the service provider involved directly to the MCMC via the email address: [email protected] or hotline 1 800 888 030.