KUALA LUMPUR: Celcom Axiata Bhd again leads in the number of customers complaints over network quality in June, according to the Malaysian Communications and Multimedia Commission (MCMC)
MCMC chairman Dr Fadhlullah Suhaimi Abdul Malek said overall, there was a spike in network complaints largely due to work from home and home-based Learning and Teaching (PdPR) amid the Covid-19 pandemic.
Month-on-month (M-o-M), the number of complaints received by Celcom in June surged to 12,056 from 3,780 in May.
Maxis Bhd came in second with 8,926 complaints from 2,796 complaints recorded in May, while Digi.Com Bhd received 8,056 complaints over the same period.
"If you look at the nature of complaints, there are no difference. It is still about poor coverage and poor quality (of services).
"It is not too far off from our target too, because during the perceiving months, the number of complaints had actually dropped.
"It is just because of the MCO (Movement Control Order), it is an abnormal situation for the country and the complaints have gone up. Otherwise, it was actually on the downward trend," he said during virtual media briefing on the MCMC third quarter (Q3) report of Jalinan Digital Negara (Jendela) today.
MCMC expects to see not as many complaints once the country moved from Phase One to Phase Two and Phase Three as per the National Recovery Plan (NRP).
Dr Fadhlullah said a penalty would be imposed on service providers which did not respond to the customers' complaints within the Mandatory Standards (MS) for Quality of Service (QOS).
"As a service provider,?you do not want to be penalised for poor services, because that will impact your ability to manage your customers.
"Therefore, the amount of penalty is not the big thing, but it is the fact that there is a penalty.
"We have use that (penalties) as well as we can so that the service providers would certainly be on their toes to ensure that the service are always tip top for the customers," he added.