Lets Complain

Lots of my friends have been complaining about their services lately .. home broadband/ satellite/cable tv.. and mobile networks. But most of us just complain among ourselves and/or on facebook. It made me write this. this is in english. I will translate it into malay if i want to .. when i want to.. 

What happens when i complain ? What do i get ? Do i get anything at all.. read till the end of the post yeah :)

Fault Escalation for Telecommunication & Multimedia Service providers

1)   Lodge a complaint with you provider

The purpose of complaining is because you believe you have been mistreated or treated unfairly. Be it not getting the service you are paying for or you are being mischarged. In the spirit of fairness, the provider should be given the benefit of doubt that they do want to assist you in solving your problems. Thus it should always be your first step to lodge a complaint to your provider

It is also important to always lodge a complaint with your provider to ensure there is a proper complaint trail. This will be further used to prove there is inadequate / insufficient or even no response at all from your provider

ALWAYS MAKE SURE YOU RECEIVE A COMPLAIN TICKET NUMBER AS THIS WILL BE USED IN FURTHER STEPS

2)   Give  The Provider Reasonable Time to  Respond

There are millions of customers and billions of ringgit worth of hardware running in the backend. To check what is going wrong WILL take time. They normally say 3 working days.

I say :

1)      a week is reasonable.

2)      3 days is bullshit – almost no way they will answer in time

3)      “Working days” is bullshit. For companies providing 24 hour services, they shouldn’t have “Working days” turn around time. Astro is probably the worst in this sense where even their call center does not operate 24/7

My word is law.. trust it :P

3)   Escalate The Complain

If you still do not receive a sufficient answer or you are unhappy with the response escalate the complain to higher authorities & governing / regulatory bodies.

Most bodies have online forms and demand a maximum 2 week response from the providers.

Higher Escalation Bodies

Suruhanjaya Komunikasi Dan Multimedia Malaysia (SKMM)	Pengguna boleh membuat aduan kepada pihak Suruhanjaya tentang sebarang isu berkaitan dengan sektor komunikasi dan multimedia merangkumi telekomunikasi, penyiaran, perkhidmatan internet, perkhidmatan pos, kurier dan pensijilan digital.	http://www.skmm.gov.my aduanskmm@cmc.gov.my
E – Aduan Kementerian Perdagangan Dalam Negeri, Koperasi Dan Kepenggunaan (KPDNKK)	Sistem E-Aduan membolehkan pengguna membuat aduan kepada KPDNKK berkaitan sebarang aktiviti perniagaan yang tidak beretika. Sistem eAduan ini dibangunkan dan dilaksanakan dengan satu objektif: untuk menyediakan satu medium menerima aduan melalui internet daripada orang ramai.	http://eaduan.kpdnkk.gov.my e-aduan@kpdnkk.gov.my
Biro Pengaduan Awam (BPA)	Biro Pengaduan Awam (BPA) memberi kemudahan kepada rakyat untuk membuat aduan terhadap agensi kerajaan. Antara objektif BPA ialah memberi khidmat nasihat kepada agensi bagi meningkatkan sistem pengendalian aduan awam yang berkesan dan mengesan isu-isu yang boleh menjadi punca aduan orang awam	http://www.pcb.gov.my
Tribunal Tuntutan Pengguna Malaysia (TTPM)	Tribunal Tuntutan Pengguna Malaysia (TTPM) adalah satu badan bebas yang ditubuhkan di bawah Seksyen 85, Bahagian XII Akta Pelindungan Pengguna 1999 yang mula berkuatkuasa pada 15 November 1999. Bahagian XII Akta mengandungi 38 Seksyen yang menyentuh tentang pelbagai aspek Tribunal seperti keanggotaan Tribunal, bidangkuasa Tribunal, prosiding Tribunal, award Tribunal dan lain-lain perkara berkaitan. Tribunal Tuntutan Pengguna Malaysia menyedikan alternatif kepada pengguna untuk memfailkan sebarang gantirugi dan pampasan terhadap peniaga secara online.	http://ttpm.kpdnkk.gov.my

My Complaint to SKMM

Response