Consumer Rights and Protection
Personal Data Protection Workshop
9 Feb 2012
|Malaysian Communications & Multimedia Commission|
Malaysia in Brief
MCMC in Brief
Compliance & Consumer Protection
Confidentiality Provisions under CMA
|Malaysian Communications & Multimedia Commission|
Malaysia In Brief
• Total Area: 330,252 sq km
• Population: 28.76 million
(60% below 35 yrs old)
• Population Density:
86 persons per sq km
• Urban Population: 62%
• Households: 6.262 million
Economy
• Gross Domestic Product (GDP):
USD160 billion
• GDP growth 2010: 4.5-5.5%*
Quality of Life
• Per Capita Income: USD14,000
• Literacy rate: 92%
• Unemployment rate : 3.3%
MALAYSIA
|Malaysian Communications & Multimedia Commission|
Malaysia in Brief
MCMC in Brief
Compliance & Consumer Protection
Confidentiality Provisions under CMA
|Malaysian Communications & Multimedia Commission|
A Statutory
Corporation
Dato’ Mohamed Sharil Tarmizi
Chairman
Established by
Communication & Multimedia Act
(CMA 98)
Effective on 1 November 1998
Dato’ Seri Utama Dr Rais Yatim
Minister of Information,
Communication and Culture
Operational autonomy but subject to
policy directives from the Minister
|Malaysian Communications & Multimedia Commission|
MCMC in brief
Pursuant to the :
Communications and
Multimedia Act 1998 (CMA)
Postal Services Act 1991
(PSA)
Fundamental Principles of CMA
1998
•
•
•
•
National Policy Objectives
Transparency
Principle of Self Regulation
Technology neutrality
•
Consumer Protection
Digital Signature Act 1997
(DSA)
Main Parts under the CMA
Industry developer and regulator for
the converged communications and
multimedia sector which covers
• Telecoms, broadcasters and ISPs
•
•
•
Licensing
Economic Regulation
Technical Regulation
• Postal and courier services
•
Consumer Protection
•
Social Regulation
• Digital certification authorities
|Malaysian Communications & Multimedia Commission|
Scope of Responsibility
Communication Multimedia Act 1998
Services includes Telecommunications,
Internet and Broadcasting
Postal Services Act 1991
Services include Postal and Courier
Digital Signature Act 1997
Certification authority for Digital Signatures
|Malaysian Communications & Multimedia Commission|
Penetration Rates
Note: February 2012
|Malaysian Communications & Multimedia Commission|
Malaysia in Brief
MCMC in Brief
Compliance & Consumer Protection
Confidentiality Provisions under CMA
|Suruhanjaya Komunikasi & Multimedia Malaysia|
Principles of Regulation under CMA 1998
4. SOCIAL
REGULATION
Content Development incentives to invest and
create applications
Services promote
culture, identity and
value of Malaysia
3. TECHNICAL
REGULATION
Network and Service
Providers - interoperability .
Safe, reliable and
integrity
1.CONSUMER
PROTECTION
High Quality Service
Easy to access
Affordable
More choices
2. ECONOMIC
REGULATION
Incentives to invest,
innovate and contiguous to
the benefits of consumer.
Incentives to encourage
exports of services
|Malaysian Communications & Multimedia Commission|
INVESTIGATION
CONSUMER
FORUM
MONITORING AND
COMPLIANCE
1. QUALITY
OF SERVICE
2. CONSUMER
ISSUES &
COMPLAINTS
ADUAN
SKMM
COMPLIANCE
AND
CONSUMER
PROTECTION
ENFORCEMENT
3. MOBILE
CONTENT
SERVICES
4. RATE REGULATION
BANK
NEGARA
PDRM
LOCAL
AUTHORITIES
5. REQUIRED
APPLICATION
SERVICE
|Suruhanjaya Komunikasi & Multimedia Malaysia|
Quality of Service Assurance
MANDATORY
STANDARDS
1. Fixed line
5. Public payphone
telephone
6. Leased line
2. Cellular
7. Wired
telephone
broadband
3. Dial up internet
4. Broadcasting
Compliance check with
mandatory standards
and consumer codes
Consumer
Satisfaction Survey
1.
2.
3.
4.
Cellular
Broadband
Fixed line
Digital leased
line
5. Pay TV
6.
7.
8.
9.
Postal
Courier
Free tp Air TV
Free to Air Radio
CONSUMER
COMPLAINTS
CONSUMER
CODES
1. Providing accurate,
sufficient, not misleading
information
2. Protection personal
information
3. Complaints handling
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1. Adequately address
complaints
2. Deal reasonably with
consumers
3. Guidelines on complaints
handling
|Malaysian Communications & Multimedia Commission|
Mandatory Standard for Quality of Service
Fixed line
Public Cellular
Dail-up Internet
Public Payphone
Content Application
Digital Leased Line
Broadband Access
Ensures
commitment by
Service Providers
to comply to the
minimum standard
set
(Half yearly report
submitted and
Technical Testing)
Penalty of up to
RM100,000 or 2
years jail sentence
(or both) for noncompliance
|Suruhanjaya Komunikasi & Multimedia Malaysia|
Customer Issues & Complaints
2011
Bil & Caj
Kandungan
1.8%
1.8% 3.0% 0.3%
Jenayah Siber
2.4%
Kekeliruan Terhadap Terma & Syarat
Bil & Charge
13.8%
13.2%
Pendaftaran palsu/penipuan
Content
18.2%
0.9%
Poor Services
24.3%
6.3%
Lain-lain
Gambaran Yang Salah Mengenai Perkhidmatan
Yang Diberikan
Perkhidmatan Liputan Kawasan Yang Tiada/Kurang
Memuaskan
Di luar bidangkuasa SKMM
Perkhidmatan Yang Kurang Memuaskan
6.5%
2.9%
Pos/Kurier
0.5%
1.1%
1.8%
1.4%
SMS
Gangguan Spektrum
Telekomunikasi
Komputer 1 Malaysia
The HIGHEST Complaints are on
QUALITY OF SERVICES
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Amalan Tidak Adil
|Malaysian Communications & Multimedia Commission|
Top Complaint Categories ( 2009- Feb 2012)
3500
3000
2500
Broadband
2000
Celluar
1500
Website
1000
500
0
2009
2010
2011
Feb-12
|Malaysian Communications & Multimedia Commission|
Consumer Resolution on licensees
• Section 188:
 Deal reasonably with consumers
 Adequately address consumer complaints
•
Section 195:
 MCMC can use any powers under CMA 98
 Resolution of complaints received in relations to
consumer service and consumer protection
|Malaysian Communications & Multimedia Commission|
General License conditions compulsory to all
Licensees (consumer aspects)
Compliance with the
Law, Legislation,
instruments,
guidelines and
regulatory policy etc.
Compliance with
Consumer Codes
Charging Mechanism
are accurate and
reliable in all material
aspects
Compliance with
special rate
regulation regime
|Malaysian Communications & Multimedia Commission|
Client Charter on
Complaint Handling - Strengthened
Acknowledgement of
Complaint
Level 1:
Service Providers
• 24 working hours (before was 3
days)
Level 2:
Consumer
Forum Malaysia
Action Taken To Resolve
Complaint
• Non Complex Complaint - 3 working
days (before was 5 days)
• Complex Complaint – 15 working
days (maintained)
Target Achievement:
20% complaints resolved within 3 working days
90% complaints resolved within 15 working days
Level 3:
MCMC
Apply to all
licensees
|Malaysian Communications & Multimedia Commission|
Mobile Content Issues Faced
Termination
request not
processed
User not aware it
is subscriptionbased service
Unknowingly
being charged
for SMS received
Unclear &
misleading
advertisements
Received
unsolicited
SMS/service
Unsolicited promo
SMS
Misleading
advertisement/s
MS promotion
Indecent &
Inappropriate
language used in
the advertisement
/SMS promotion
|Malaysian Communications & Multimedia Commission|
Majority of ASP Class licensees issued are involved in content
& applications services - Feb 2012
License Type
Individual
Class
Number of
licenses
Network Facilities Provider
116
Network Service Provider
117
Content Application Service
Provider
36
Application Service Provider
788
Network Facilities Provider
25
Network Service Provider
27
Content Application Service
Provider
30
Total
1,139
February 2012, estimated (50%) companies are ASP
Class licensees offering messaging services.
|Malaysian Communications & Multimedia Commission|
57
Cases
Investigation
under
CMA98
Suspension
of short code
Regulation on Mobile Content Services
40
Cases
Level 1
• Services
from
government
(MAMPU)
• 15888
Level 2
•Services
provided by
Service
Provider i.e.
Maxis, DiGi,
Celcom,
Umobile
• eg 26002
Level 3
•Services
provided by
Content
Provider (CP)
• Eg 33546
1 July 2010- Mandatory Standards for
Mobile Content Services
1 July 2006- Industry Guidelines (revised)
15 August 2005 – Industry Guidelines
Active and regular Taskforce Meetings with
Service Providers and Content Providers
(Association) to discuss and address mobile
content issues
Level 6
•Promotion
services &
notifications
•Eg: 62006
|Malaysian Communications & Multimedia Commission|
In Summary : Augmenting Consumer Protection
Key areas of consumer protection–Part VIII of the CMA 98
Quality of Service
Required
Application
Service
Rate
Regulation
Resolution of
consumer
complaints
Regulatory Instruments & Self Regulation
Mandatory Standards
CMA 98 & General Consumer Code
Complaints Bureau (Aduan SKMM)
Consumer & Content Forum (Self Regulation)
Consumer Education & Awareness Program
|Malaysian Communications & Multimedia Commission|
In Summary : Augmenting Security
Initiatives To Enhance Security And Integrity of Networks
Regulatory Action on
Communications
Services
Regular Monitoring of
Services & Content
Cyber Security &
Network Integrity
Mobile Ecosystem
Management
National Network
Monitoring Centre
Prepaid Mobile Registration
MERS 999
MCMC enforces:• Communications & Multimedia Act 1998
• Postal Services Act 1991
• Digital Signatures Act 1997
|Malaysian Communications & Multimedia Commission|
Malaysia in Brief
MCMC in Brief
Compliance & Consumer Protection
Confidentiality Provisions under CMA
|Malaysian Communications & Multimedia Commission|
Confidentiality Provisions under
CMA & GCC
Standard License Condition 13
The licensee shall take all reasonable
steps to ensure that its employee,
agents, consultants or third party
suppliers who are engaged in the
licensee’s business or who have
access to the licensee’s customer
information
General Consumer Code:
Protection of Personal Information
Principles :
•
•
•
•
Do not disclose information about a
customer of a licensee which has
been acquired in the course on the
licensee’s business without prior
consent of that customer
Data must be accurate and
lawfully obtained
Data collected are for limited
purpose
Not
transferable
without
consent
Data must be secured
Data protection policy made available
Customer choice of how data is used
Appropriate measures taken to ensure
data reliability, protection from loss,
misuse or alteration
|Suruhanjaya Komunikasi & Multimedia Malaysia|
ENFORCEMENT ACTION
INTERNET –
WEBSITE &
BLOGS
TYPES OF CASES
• Incitement
• Defamation & contempt of religion
CYBER
• Quality of Service issues
MOBILE –
SMS/MMS
QoS etc
• Pornography
• Phishing & Fraud identity
• SMS subscription etc etc
Cases Investigated - 2011
S.233(1) CMA-Related SMS
S.211 (1) CMAEmails/website/Blog
12
S.242 CMA-Breach of
License Condition
11
51
ACTION
• Investigation & Enforcement
S.126 CMA-Service w/out
license
38
32
4
1 1
S.188 CMA-Failure
Consumer Complaint
• Cooperation with Police /Enforcement
S.239 CMA-Non Standard
equipment
Agencies/Other regulatory agencies
Reg 11 USP-Universal
Service Plan
• Cooperation with Ministry /
Reg 29&33A-RONR
International Level
|Malaysian Communications & Multimedia Commission|
Sumber: The Star, 17th Jan 2011
|Suruhanjaya Komunikasi & Multimedia Malaysia|
Thank you
Malaysian Communications and Multimedia Commission
Off Jalan Persiaran Multimedia 63000 Cyberjaya
Selangor Darul Ehsan
Malaysia
Tel: +603 8688 8000
Fax: +603 8688 1000
Website: www.skmm.gov.my
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