|malaysian communications & multimedia commission| malaysia in brief mcmc in brief compliance...

Consumer Rights and Protection

P e r s o n a l D a t a P r o t e c t i o n W o r k s h o p9 F e b 2 0 1 2

By: Sharizan Abdul Aziz

Director, Compliance Department

|Malaysian Communications & Multimedia Commission|

M a l a y s i a i n B r i e f

M C M C i n B r i e f

C o m p l i a n c e & C o n s u m e r P r o t e c t i o n

Confidentiality Provisions under CMA


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



MCMC in Br ie f



Dato’ Seri Utama Dr Rais Yatim Minister of Information,

Communication and Culture

Operational autonomy but subject to policy directives from the Minister

Dato’ Mohamed Sharil TarmiziChairman

Established byCommunication & Multimedia Act

(CMA 98) Effective on 1 November 1998

A Statutory Corporation


Pursuant to the :

Communications and Multimedia Act 1998 (CMA)

Postal Services Act 1991 (PSA)

Digital Signature Act 1997 (DSA)

Industry developer and regulator for the converged communications and multimedia sector which covers

• Telecoms, broadcasters and ISPs

• Postal and courier

services

• Digital certification authorities

• National Policy Objectives• Transparency• Principle of Self Regulation• Technology neutrality

• Consumer Protection

Fundamental Principles of CMA 1998

Main Parts under the CMA

• Licensing• Economic Regulation• Technical Regulation

• Consumer Protection• Social Regulation

MCMC in brief|Malaysian Communications & Multimedia Commission|

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

Scope of Responsibility


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Penetration Rates

38.4%Fixed

(per 100

households)

Television

Sabah & Sarawak

: 88.4%

62.3%Broadband

(per 100

households)

Peninsular: 96%

Radio

Sabah & Sarawak :

88.1%

Peninsular: 94.9%

117.4%Celullar

(per 100

population)

Note: February 2012

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|Suruhanjaya Komunikasi & Multimedia Malaysia|

NATIONAL INTEREST FIRST

4. SOCIAL REGULATION

3. TECHNICAL REGULATION

1.CONSUMER PROTECTION

Principles of Regulation under CMA 1998

Content Development - incentives to invest and

create applications

Services promote culture, identity and

value of Malaysia

Content Development - incentives to invest and

create applications

Services promote culture, identity and

value of Malaysia

High Quality Service Easy to access

AffordableMore choices

High Quality Service Easy to access

AffordableMore choices

Network and Service Providers - inter-

operability .

Safe, reliable and integrity

Network and Service Providers - inter-

operability .

Safe, reliable and integrity

2. ECONOMIC REGULATION

Incentives to invest, innovate and contiguous to the benefits of consumer.

Incentives to encourage exports of services

Incentives to invest, innovate and contiguous to the benefits of consumer.

Incentives to encourage exports of services

COMPLIANCE AND

CONSUMER PROTECTION

5. REQUIRED APPLICATION

SERVICE

2. CONSUMER ISSUES &

COMPLAINTS

INVESTIGATION

BANK NEGARA

ADUAN SKMM

ENFORCEMENT

LOCAL AUTHORITIES

4. RATE REGULATION

1. QUALITY OF SERVICE

CONSUMER FORUM

3. MOBILE CONTENT SERVICES

PDRM


MONITORING AND COMPLIANCE

Compliance check with mandatory standards and consumer codes

Compliance check with mandatory standards and consumer codes


MANDATORY STANDARDS

CONSUMER CODES

Quality of Service Assurance

1. Fixed line telephone

2. Cellular telephone

3. Dial up internet4. Broadcasting

5. Public payphone6. Leased line7. Wired

broadband

1. Fixed line telephone

2. Cellular telephone

3. Dial up internet4. Broadcasting

5. Public payphone6. Leased line7. Wired

broadband

1. Providing accurate, sufficient, not misleading information

2. Protection personal information

3. Complaints handling

1. Providing accurate, sufficient, not misleading information

2. Protection personal information

3. Complaints handling

12

CONSUMER COMPLAINTS

1. Adequately address complaints

2. Deal reasonably with consumers

3. Guidelines on complaints handling

1. Adequately address complaints

2. Deal reasonably with consumers

3. Guidelines on complaints handling

Consumer Satisfaction Survey

1. Cellular 2. Broadband3. Fixed line4. Digital leased

line5. Pay TV

6. Postal 7. Courier8. Free tp Air TV9. Free to Air Radio

1. Cellular 2. Broadband3. Fixed line4. Digital leased

line5. Pay TV

6. Postal 7. Courier8. Free tp Air TV9. Free to Air Radio

Fixed line

Public Cellular

Dail-up Internet

Public Payphone

Content Application

Digital Leased Line

Broadband Access

Mandatory Standard for Quality of Service

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 non-compliance



14

Customer Issues & Complaints2011

Bil & Charge13.8%

Content18.2%

6.3%0.5%

1.4%1.8%

2.9%

6.5%

1.1%

Poor Services24.3%

0.9%

13.2%1.8%

3.0% 0.3% 1.8% 2.4%

Bil & Caj

Kandungan

Jenayah Siber

Kekeliruan Terhadap Terma & Syarat

Pendaftaran palsu/penipuan

Lain-lain

Gambaran Yang Salah Mengenai Perkhidmatan Yang Diberikan

Perkhidmatan Liputan Kawasan Yang Tiada/Kurang Memuaskan

Di luar bidangkuasa SKMM

Perkhidmatan Yang Kurang Memuaskan

Pos/Kurier

SMS

Gangguan Spektrum

Telekomunikasi

Komputer 1 Malaysia

Amalan Tidak Adil

Kg WifiThe HIGHEST Complaints are on QUALITY OF SERVICES

Top Complaint Categories ( 2009- Feb 2012)


2009 2010 2011 409400

500

1000

1500

2000

2500

3000

3500

BroadbandCelluarWebsite

• 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

Consumer Resolution on licensees



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

Client Charter on Complaint Handling - Strengthened

• 24 working hours (before was 3 days)

Acknowledgement of Complaint

• Non Complex Complaint - 3 working days (before was 5 days)

• Complex Complaint – 15 working days (maintained)

Action Taken To Resolve Complaint

Target Achievement: 20% complaints resolved within 3 working days90% complaints resolved within 15 working days


Level 1:

Service Providers

Level 2: Consumer

Forum Malaysia

Level 3:

MCMC

Apply to all licensees

Mobile Content Issues Faced

Termination request not processed

User not aware it is subscription-based service Unsolicited promo

SMS

Unclear & misleading

advertisements

Unknowingly being charged

for SMS received

Received unsolicited

SMS/serviceMisleading

advertisement/sMS promotion

Indecent & Inappropriate

language used in the

advertisement /SMS promotion


License Type Number of licenses

Individual

Network Facilities Provider 116

Network Service Provider 117

Content Application Service Provider

36

Class

Application Service Provider 788

Network Facilities Provider 25

Network Service Provider 27

Content Application Service Provider

30

Total 1,139

Majority of ASP Class licensees issued are involved in content & applications services - Feb 2012

February 2012, estimated (50%) companies are ASP Class licensees offering messaging services.


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Regulation on Mobile Content Services

Consumer protection

1 July 2006- Industry Guidelines (revised)

1 July 2010- Mandatory Standards for Mobile Content Services

Active and regular Taskforce Meetings with Service Providers and Content Providers

(Association) to discuss and address mobile content issues

15 August 2005 – Industry Guidelines

Suspension

of sh

ort cod

e

57 Cases

Inve

stig

ation und

er

CMA98

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

Level 6

• Promotion services & notifications

• Eg: 62006

Key areas of consumer protection–Part VIII of the CMA 98

Quality of ServiceRequired

Application Service

Rate Regulation

In Summary : Augmenting Consumer Protection

Resolution of consumer complaints

Mandatory Standards

CMA 98 & General Consumer Code

Complaints Bureau (Aduan SKMM)

Consumer & Content Forum (Self Regulation)

Consumer Education & Awareness Program

Regulatory Instruments & Self Regulation


Initiatives To Enhance Security And Integrity of Networks

Regulatory Action on Communications

Services

Cyber Security & Network Integrity

Mobile Ecosystem Management

Regular Monitoring of Services & Content

National Network Monitoring Centre

Prepaid Mobile RegistrationMERS 999

MCMC enforces:-• Communications & Multimedia Act 1998• Postal Services Act 1991• Digital Signatures Act 1997

In Summary : Augmenting Security|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

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


General Consumer Code: Protection of Personal Information Principles :

• 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


ENFORCEMENT ACTION

CYBER

INTERNET – WEBSITE &

BLOGS

TYPES OF CASES

• Incitement

• Defamation & contempt of religion

• Pornography

• Quality of Service issues

• Phishing & Fraud identity

• SMS subscription etc etc

ACTION

• Cooperation with Police /Enforcement Agencies/Other regulatory agencies

• Cooperation with Ministry / International Level

• Investigation & Enforcement

MOBILE – SMS/MMS

QoS etc

51

432

11

38

1211

Cases Investigated - 2011

S.233(1) CMA-Related SMS

S.211 (1) CMA-Emails/website/Blog

S.242 CMA-Breach of License Condition

S.126 CMA-Service w/out license

S.188 CMA-Failure Consumer Complaint

S.239 CMA-Non Standard equipment

Reg 11 USP-Universal Service Plan

Reg 29&33A-RONR

Sumber: The Star, 17th Jan 2011


29


Malaysian Communications and Multimedia CommissionOff Jalan Persiaran Multimedia 63000 Cyberjaya

Selangor Darul EhsanMalaysia

Tel: +603 8688 8000Fax: +603 8688 1000

Website: www.skmm.gov.my

Thank youThank you

|malaysian communications & multimedia commission| malaysia in brief mcmc in brief compliance...

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