Non-Compliance Details Celcom Mobile Sdn Bhd
• Licence Condition 11 on charging mechanism
• Part 2 Item No. 1.a.1.8 of the General Consumer Code Alpha Crossing Sdn Bhd
• Para 7 of the MS MCS
• Para 11(b) of the MS MCS Celcom Mobile Sdn Bhd
• Licence Condition 11 on charging mechanism
• Part 2 Item No. 1.a.1.8 of the General Consumer Code Zigma Record
• Para 7 of the MS MCS
• Para 11(b) of the MS MCS Celcom Mobile Sdn Bhd
• Licence Condition 11 on charging mechanism
• Part 2 Item No. 1.a.1.8 of the General Consumer Code Celcom Mobile Sdn Bhd
• Part 2 Item no 1.A.1.2 of the General Consumer Code
Table 3: Offences that breach the provision of Mandatory Standards
Technology Urban Rural/Remote Previous ALI
2010/2011 • Average 0 to 2km
• Depends on the Inter-Location distance at the Cellular Service Providers (Celcos) (500m – 1.5km)
• Average 0 to 10km
• Depends on Inter-Location distance at the Cellular Service Providers (Celcos) (2km – 10km) Enhanced ALI
2014/2015 • Average 0 to 300m
• Depends on the Inter-Location distance at the Cellular Service Providers (Celcos) (500m – 1.5km)
• Average 300m to 1.5km
• Depends on the Inter-Location distance at the Cellular Service Providers (Celcos) (2km – 10km)
Table 4: The difference between previous ALI and enhanced ALI
To allow the implementation of ALI enhancement, the Ministry of Communications and Multimedia and MCMC will issue two legal instruments to Cellular Service Providers:-
(i) Ministerial Determination on Implementation of Enhanced Automated Location Identification for Malaysia Emergency Response Services 999 (MERS 999) under the Required Application Services (No. 1 of 2014) dated 1 December 2014.
(ii) Ministerial Determination by the Commission on the Implementation of Enhanced Automated Location Identification for MERS 999 under the Required Application Services (N0. 1 of 2015) is expected to be issued in early 2015.
Implementation of Termination of Telephone Line on Illegal Advertisements in Local Council Areas
The termination of telephone lines displayed on illegal
advertisements is MCMC’s commitment, with the cooperation of telecommunication service providers, to assist local authorities to overcome issues regarding illegal advertisements at public places and facilities by companies or individuals.
This action has been implemented since early 2012 through an official request by local authorities to MCMC. A Standard Operating Procedure was issued by the Ministry of Housing and Local
Government (KPKT) with the cooperation of MCMC to coordinate and standardise the work process.
Examples of advertisements without permit are personal loan (ah long), performance enhancing drugs and massage service. As of December 2014, a total of 1,000 lines were terminated.
The termination operation will continue to be supported by MCMC to ensure that the issue of illegal advertisements can be resolved and will not pose a threat to the country’s economy, sociopolitics and security.
Sekat Telefon Saya
Figure 1 : PCBS Ecosystem
for public safety. Apart from that, the tracking of emergency caller location was also enhanced.
The table below shows the differences between the previous ALI system and the enhanced ALI system.
At the moment, there are four Mobile Network Operators (MNOs) and eight Mobile Virtual Network Operators (MVNOs) involved in PCBS. The MNOs are Celcom, Maxis, DiGi and U Mobile while the MVNOs are Tune Talk, XOX, Merchantrade, Clixster, Redtone, Tron and Smart Pinoy.
Through PCBS, consumers can make a report directly to their respective Mobile Network Operators, should there be any theft or loss of mobile phone. Mobile phone reported as lost or stolen will be blocked within 3 hours compared to the existing blocking system, which can only block SIM card from functioning within 48 hours.
The steps for consumers to report a theft or loss of mobile phone using PCBS are illustrated in Figure 2.
PCBS will block the unique number called International Equipment Identity (IMEI) assigned when the phone was registered during manufacturing. It is difficult to change the IMEI number because the motherboard has to be changed before the phone can function again.
Blocking an IMEI number requires cooperation from various parties especially the government and private sector. Given that both parties have different roles and functions, an independent third party is therefore needed to bridge both sides to coordinate and operate the PCBS system.
Hence, a public portal is created to encourage the public to pre-register the ownership of their devices. Should they experience theft or loss of devices, they can make a report at the PCBS public portal. The main benefit of pre-registration is to increase the chances of getting back their devices if found.
In addition, PCBS is also connected to KDRM and tax collection agency. With a complete data base and the right equipment, KDRM is able to check the validity of a device imported illegally by matching the device’s IMEI number with the IMEI number printed on the import document.
Mobile Subscriber report lost device
Mobile Network
Public Cellular Blocking Service
(PCBS) NEIR
‘Block’ instructions are sent across all mobile networks Mobile Network Mobile Network Mobile Network
1 2 3
Result: Mobile device is blocked across all mobile networks in Malaysia
Figure 2. Steps to report theft/loss of mobile phone using PCBS
Public Cellular Blocking System (PCBS)
The increase in mobile phone ownership among Malaysians has indirectly contributed to the increase in crime activities targeted at mobile phones. MCMC has taken an initiative to combat this issue by introducing a system called Public Cellular Blocking System (PCBS).
PCBS is a system that connects all local Mobile Network Operators (MNOs) to MCMC, Royal Malaysia Police (PDRM) and Royal Malaysian Customs Department (KDRM).
Issues Identified Complaint Report (CCB)
2011 2012 2013
Unsatisfactory Service Quality 2820 2253 2412
Billing and charges 1228 1515 1437
SMS Mobile Content Service 1052 1175 1266
Dispute over Terms and Conditions as well as Service 218 22 398
Total 5318 4965 5513
Therefore, MCMC is of the view that the existence of an action plan to overcome these issues is necessary in its efforts to empower consumers and create a consumer-friendly environment. MCMC came up with 14 initiatives, also known as Action for Consumer Empowerment (ACE) as follows:-
These initiatives are expected to be implemented within three years (2014-2016) and produce consumers who are more alert to the services offered, in addition to protecting their rights and creating a more effective self-regulatory environment.
Table 1: Consumers’ Main Issues
Action Activities
Consumer empowerment tools to evaluate service quality Self evaluation and report by service providers
Compensation mechanism for consumers Coverage map
Model which is not based on subscription – for Mobile Content Services Enhancement to Consumer Portal (Mobile Application)
Improvement of Customer Charter by Service Providers
Integrated Complaint Handling System (Service Providers/Consumer Forum Malaysia/MCMC) Administration/fee processing over Complaint Handling by MCMC
Merit and Demerit “Star Rating” mechanism for Cellular Service Providers
Existence of Critical Information Summary in the Terms and Conditions by Service Providers Guidelines to Distributors and Agents
Annual Forum/Dialogue
Action for Consumer Empowerment (ACE) campaign
Consumer Empowerment Plan (CEP)
Complaints received from consumers continue to increase from year to year. Four main issues were identified as the major contributors to the increase of consumer complaints received by the Consumer Complaint Bureau (CCB) and Consumer Forum Malaysia (CFM) as shown in Table 1 below.