LETTER | When MCMC doesn’t protect the consumer

LETTER | The movement control order has not been smooth sailing for everyone. Some people who have had to move or needed to move were unable to do so as they couldn’t get their electricity connected. Some who did manage to move, found themselves stuck in a predicament where their internet service providers (ISPs) have said that they will only start installation after the MCO ends.

The government has asked Malaysians to work from home (WFH) whenever possible during the MCO. However, while the government has said that telcos can install in green zones, telcos such as Time dotCom have said installation will only start after the MCO ends. 

While that is fair enough, what we as customers do not understand is why do we still have to pay for service that is not being provided to us. Time's customer service has said that customers must continue to pay for services not rendered while we wait for relocation.

When we try to take this matter to the Malaysian Communications and Multimedia Commission (MCMC) and make a complaint in their complaint section, first we are unable to find Time dotcom listed in the complaint section. Instead of overseeing complaints, MCMC merely pushes the complaint to the ISP concerned who may or never get back to you.

So what is the purpose of the MCMC if it doesn’t protect consumer rights?

Why does the MCMC allow its licensed providers to force customers to pay for services not rendered?

Why must we continue paying for services that we may never get in the next few months?

As of now, all we are able to do is complain on their Facebook page (with no response from them) and realise so many of us are stuck in the same predicament with no help from the MCMC.

The views expressed here are those of the author/contributor and do not necessarily represent the views of Malaysiakini.