Call for better coverage

THE information and communications technology (ICT) industry players have been urged by the Government to give urgent attention to the issue of quality of coverage of mobile cellular services. According to Energy, Communications and Multimedia Minister Datuk Amar Leo Moggie, the progress of the coverage of mobile cellular services so far is still not satisfactory, hence inter-company co-operation must be stepped up for the larger interest of the nation. He said service providers also need to pay attention to the coverage and quality of mobile services in buildings, especially shopping and office complexes, tourist spots, highways and places where large events are held. “Consumers now expect to be able to use their mobile phones everywhere. We have come across instances where participants of major international events were unable to access mobile services either due to poor coverage or drop calls,” he added. Moggie said service providers designated by the Malaysian Communications and Multimedia Commission (MCMC) as universal service providers must quickly roll out services for areas that they have been entrusted. Besides that, the communications and multimedia industry has been identified as one of the key components of the services sector. Based on a study by the National Economic Action Council for 1990 to 2000, the communications sub-sector was found to be the second fastest growing service industry (after finance and insurance), with a compounded annual growth rate of 13 per cent. As such, it is important to ensure the highest quality and service delivery standards by all service providers because this has an impact on other sectors of the economy, Moggie said. “Service providers must continue to seek improvements in all aspects of their operations.” He was speaking to reporters after launching the General Consumer Code of Practice by the Communications and Multimedia Consumer Forum of Malaysia (CFM) which was registered by MCMC last month. The Consumer Code sets out the rights of consumers for services offered by the communications and multimedia industry and compliance of which becomes a licence condition for all companies licensed to operate under the Communications and Multimedia Act 1998. CFM’s chairman K. Chelvakumar said the code provides and sets the standard for an effective complaint-handling system for the public to lodge complaints against service providers in protection of their rights. “The effectiveness of the code will be gauged based on how the complaints are handled and not by the number of complaints received.