What assurance should telcos provide beyond free data after disruptions?

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Telcos Should Offer Reassurance Against Future Disruptions, Not Just Free Data

Consumers affected by telecommunication service disruptions expect assurances that such incidents will not happen again, rather than solely receiving free data as compensation. Immediate notification to users when service disruptions occur is also a crucial expectation. The recent widespread outage experienced by Celcom users, which impacted daily activities from online payments to e-hailing services, highlights this need for robust service reliability.
Assurance Against Recurrence Is Paramount

The Communications and Multimedia Consumer Forum of Malaysia (CFM) has emphasized that the primary concern for consumers following a service disruption is the guarantee that similar incidents will not be repeated. While compensatory measures like free data are acknowledged, they are secondary to the fundamental requirement of consistent and reliable service. This sentiment underscores the deep reliance Malaysians have placed on telecommunication services for essential daily functions in the current environment.
Immediate Notification of Service Issues

Beyond preventing future disruptions, consumers should be promptly informed when a service outage is occurring. This immediate communication allows users to adjust their plans and understand the cause of any connectivity issues they might be experiencing. The lack of such timely updates can exacerbate the inconvenience and frustration associated with service downtime.
Celcom's Token of Appreciation

In response to the disruption, Celcom announced that it would not deduct data usage from the allocated quotas of its affected users between 6pm and 12am on the day of the incident. This gesture was presented as a token of appreciation for their understanding during the technical difficulties. Subscribers of other providers utilizing Celcom's network, including XOX, Yoodo, redONE, ALTEL, and Unifi mobile in areas without TM 4G coverage, were also eligible for similar offerings.
Escalation Channels for Consumer Complaints

CFM encourages consumers to first lodge complaints directly with their respective telecommunication providers, furnishing detailed information about the issues faced. If the problem remains unresolved through this initial step, consumers can then escalate their complaints to CFM. Further reporting can be done via the Malaysian Communications and Multimedia Commission (MCMC) integrated complaint portal.

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What assurance should telcos provide beyond free data after disruptions?

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