THE government must ensure that telecommunications companies are required to compensate users who fall victim to scams, says Samsudin Awang, President of Pertubuhan Jalinan Sahabat Nusantara (JASANUSA).
He proposed that a clear standard operating procedure (SOP) be established following comprehensive investigations by the Malaysian Communications and Multimedia Commission (MCMC) and the Royal Malaysia Police (PDRM).
“The SOP is important so that telcos cannot evade responsibility when negligence causes users to suffer losses,” he said in a statement on Friday.
Samsudin criticised telecom operators for charging RM10 a month for “scam protection” services, describing the fee as unreasonable and a violation of consumers’ rights.
“It is as if they are taking advantage of people already facing the cost-of-living crisis. Users have already paid for telecommunication services that should be safe to use,” he said.
He argued that telcos, which generate billions in revenue, should not commercialise basic security measures for extra profit. “The government must intervene to ensure telcos bear compensation liability if scams result from their negligence,” he added.
Samsudin also called on the MCMC to strengthen Sections 127 and 242 of the Communications and Multimedia Act 1998 so that legal action can be taken against telcos that fail to provide safe services.
“With compensation responsibility, telcos will take service security more seriously,” he said.
He likened the RM10 fee to a restaurant charging extra to guarantee food hygiene, when it is a basic service obligation. Samsudin urged the MCMC to monitor and regulate telcos’ business models to prevent exploitation, especially as many individuals now hold multiple mobile lines.
“Unless drastic and impactful measures are taken, the public will continue to suffer while telcos rake in billions in profits,” he said, highlighting the need for a centralised protection system involving PDRM, similar to those in advanced countries.
Samsudin suggested imposing heavy fines or suspending licences for telcos that fail to comply with safety regulations. He also recommended granting licences to new, more customer-friendly telecom operators to foster healthier competition and safeguard consumer rights. - November 14, 2025
