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
|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|
M a l a y s i a i n B r i e f
MCMC in Br ie 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
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
|Malaysian Communications & Multimedia Commission|
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
|Malaysian Communications & Multimedia Commission|
|Malaysian Communications & Multimedia Commission|
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
|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
|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
|Malaysian Communications & Multimedia Commission|
MONITORING AND COMPLIANCE
Compliance check with mandatory standards and consumer codes
Compliance check with mandatory standards and consumer codes
|Suruhanjaya Komunikasi & Multimedia Malaysia|
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
|Malaysian Communications & Multimedia Commission|
|Suruhanjaya Komunikasi & Multimedia Malaysia|
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)
|Malaysian Communications & Multimedia Commission|
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
|Malaysian Communications & Multimedia Commission|
|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
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
|Malaysian Communications & Multimedia Commission|
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
|Malaysian Communications & Multimedia Commission|
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.
|Malaysian Communications & Multimedia Commission|
|Malaysian Communications & Multimedia Commission|
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
|Malaysian Communications & Multimedia Commission|
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|
|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
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
|Malaysian Communications & Multimedia Commission|
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
|Suruhanjaya Komunikasi & Multimedia Malaysia|
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
|Malaysian Communications & Multimedia Commission|
29
|Suruhanjaya Komunikasi & Multimedia Malaysia|
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