The Malaysian Communications and Multimedia Commission (MCMC) anticipates to receive more complaints this year with the figure probably surpassing last year's figure of about 6,000.

"We see an increasing demand for better quality of service, more value for money and niche packages from consumers. A clear indicator of this is the number of complaints received.

"This may not necessarily mean that the current services provided are getting worse. It is in fact a signal from consumers that the service providers need to work harder to meet their requirements," said MCMC chairperson Khalid Ramli.

In his speech delivered at the General Consumer Code (GCC) Review Workshop in Cyberjaya today, he said gone were the days where best effort in delivering broadband bandwidth was a norm.

"Consumers today expect to be surprised. It is now a demand market where service providers who are not in tune to what the markets wants, do so at their own peril," he added.

Khalid also said a guideline or best practice benchmark should also be in tune to what the market demands from the service providers.

"It is vital that the GCC is reviewed periodically so that necessary adjustments can be made," he said, adding that the Communications and Multimedia Consumer Forum of Malaysia (CFM), a channel for complaints on communication and multimedia services, also faced a similar situation.

According to a statement issued by CFM, the number of complaints received this year was also expected to surpass the 1,324 complaints lodged with the consumer forum last year.

Last year, CFM received 1,324 complaints, out of which 49 per cent were on poor Internet and connection speed service while the balance was for inadequate broadband service.

It said total complaints increased sharply by eight times to 435 cases in the first quarter this year, against 44 cases in the corresponding quarter, and 46 per cent were complaints on poor service.

The public, with unresolved complaints about communication and multimedia services, can lodge their complaints by calling CFM's toll free number at 1-800-18-2222 or visit www.cfm.org.my or write in to aduan@cfm.org.my.

- Bernama