KUALA LUMPUR – The Malaysian Communications and Multimedia Commission (MCMC) will respond by sending its officers to areas facing broadband connectivity problems within 24 hours upon receiving any complaints.
MCMC chairman Fadhlullah Suhaimi Abdul Malek said by doing so, MCMC will be able to look into problems in the areas and contact complainants for further input.
He said the complaints mostly came via MCMC’s website and other channels, apart from the team’s daily monitoring of user complaints on social media and media reports.
“When we receive a complaint, it will also be brought to the attention of the service provider and, within three days after that, the service provider must report back to MCMC.
“If they fail to provide a report during that period, they will be deemed to have violated the Mandatory Standards on Quality of Service and MCMC can sue the service provider,” he said after appearing as a guest on Bernama TV’s The Nation programme today.
Apart from preparing a report on the problem and possible solutions, Fadhlullah Suhaimi said the service provider is also encouraged to contact the complainants regarding the matter.
However, he said the duration for resolving problems differ according to the situation.
On another development, Fadhlullah Suhaimi said the home-based teaching and learning (PdPR) approach needs to be strengthened by modifying the learning medium as well as taking into account broadband usage factors.
He said long-term video streaming will increase bandwidth usage compared with audio streaming, burdening the user in paying their bills.
As such, he recommended the use of other suitable technologies, such as TV broadcasting, for the implementation of PdPR, as the penetration of this technology has reached 100% in Malaysia.
This includes 5.7 million Astro subscribers, two million UniFi subscribers and 2.3 million users of myFreeview decoders, he said. – Bernama, January 28, 2021
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