Redress your complaints at the Consumer Forum (CFM) with companies that provides communication services to you in Malaysia. This includes mobile, internet, tv and radio companies.
We are a self-regulatory and independent body designated by the Malaysian Communications and Multimedia Commission (SKMM), the Malaysian communications industry regulator. As a consumer, it is your right to get satisfactory services from your Service Provider. Consumers can use our services free of charge.
Making A Complaint
Your Rights
As a consumer it is your right to get satisfactory services from your service provider.
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How We can help
If your Service Provider did not resolve your complaints satisfactorily.
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When We Can Help
Before CFM can become involved in a complaint about a Service Provider.
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What We can and cannot do
What we can and cannot do is set out in our General Consumer Code (GCC).
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Self-Manage Your Complaint
How To Complaint
You can make a complaint by simply clicking on the ‘Make a complaint’ button on this page.
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What Is CoP
CFM Online Complaints Portal (CoP) is an unresolved complaint management system with an objective.
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How To Register for A CoP Account
This guide describes how to get started using CFM Complaint Portal or CoP.
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The Complaint Cycle
As a guide, you are advised to refer complaints to your Service Provider fi rst.
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What Happens after my complaint has been lodged
CFM will acknowledge and issue you a le reference number within 1 to 3 working days.
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Information on Our Complaints Management
How We Handle Complaints
Complaints That We Deal With
A complaint takes in effect from the time a consumer raised a dissatisfaction over the Quality of Service to the Service Provider.
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Complaints That We Deal With
An Appropriate Resolution
Although we’d like to extend our assistance as much as possible, there are some areas of complaints which we cannot accept.
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An Appropriate Resolution
We work within the set time limits as mentioned in the GCC so it is important that we know as soon as possible whether a consumer accepts or declines a recommendation.
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Making It Right
Where we find that the Service Provider has not acted correctly, we will recommend what it should do to make things right.
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Accepting CFM's resolution
A consumer has a total of 30 working days within the CFM-COP mediation for resolution redress cycle to accept a final decision.
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