If your telco will not fix a billing error, a dead line or a broadband connection that keeps dropping, you can escalate it to MCMC (the Malaysian Communications and Multimedia Commission) through its online redress portal. Filing is free, and the whole process runs through one website.
Here is the order to do things in, what to attach, and what to expect once you hit submit.
Start With Your Provider
Do this first, and keep proof. The MCMC portal asks you to list the steps you have already taken to resolve the issue, including any communication with the provider, according to the CFM's FAQ on the portal. A SoyaCincau walkthrough lists contacting your service provider as a step before you open a new complaint.
Practical habits:
- Use the provider's official channel and note the date, time and reference number.
- Save emails, chat transcripts and screenshots.
- Write down what you asked for, such as a bill correction or a repair date.
If you are still deciding between plans, our guide to prepaid vs postpaid in Malaysia covers the trade-offs.
What the MCMC Portal Covers
The Consumer Redress Portal is at aduan.mcmc.gov.my. According to SoyaCincau, it handles complaints across telecommunications (4G, 5G and broadband), postal and courier services, online content, broadcasting and related matters.
CFM describes it as covering communications and multimedia services, including telecommunications and broadcasting. Lodging a complaint is free of charge.
Problems worth complaining about
A SAYS explainer on telco consumer rights lists the kinds of issues that qualify:
- Billing errors and unauthorised charges
- Service failures such as dropped calls, poor coverage or slow internet
- SMS fraud
- Privacy violations
- Unfair practices
That piece is older and quotes older contact channels, so use it for the types of complaint, not for phone numbers or websites. For those, rely on the portal itself.
How to File a Complaint, Step by Step
- Open the portal. Go to aduan.mcmc.gov.my.
- Register an account. Sign up and complete the email verification, as described by SoyaCincau.
- Contact your provider first. If you have not already, try to resolve the issue with them and keep the evidence.
- Choose "New Complaint". Pick the sector that matches your problem, such as telecommunications or postal.
- Add your details. CFM's FAQ lists name, contact details and ID number.
- Describe the problem. Give dates and times, and name the service provider.
- Attach evidence. Upload bills, screenshots and emails.
- List what you already tried. Note any earlier contact with the provider.
- Submit and save your Complaint ID. You will get a confirmation email with it.
Check the portal for the current layout, since the exact fields and labels can change.
What to Prepare Before You Start
A complaint with clear facts moves faster than one that says "internet slow". Gather:
- Your account number or mobile number, and the plan name
- The dates the problem started and how often it happens
- Copies of the disputed bill, with the line items circled or noted
- Screenshots of speed tests, error messages or SMS notices
- Your earlier complaint reference numbers and what the provider said
Keep everything in one folder. You may need it again if the case continues.
How to Write the Description
The description is the part a reviewer reads first, so make it easy to follow.
- One problem per complaint. If you have a billing error and a coverage issue, file them separately.
- Lead with the facts. Say what happened, when it started and what you were charged or promised.
- State the outcome you want. A refund, a corrected bill, a repair or a plan change.
- Keep it calm. A short, dated timeline is easier to act on than a long rant.
What Happens After You Submit
CFM's FAQ says the service provider investigates and ensures the resolution is updated on the portal within 30 working days. It also says most complaints resolve within 15 to 30 working days. If you are not satisfied, CFM evaluates the matter further.
SoyaCincau adds that MCMC routes complaints through industry forums for mediation, then investigates if it finds non-compliance. You can track the status through the portal.
A few things to keep in mind while you wait:
- Do not delete the original evidence.
- Keep copies of anything the provider sends you while the case is open.
- Reply promptly if the provider or CFM asks for more information.
If your problem is with a shop or seller rather than a telco, a different route may fit better. Our guide to filing a consumer claim at TTPM covers that.
FAQ
Do I have to complain to my telco before MCMC?
The portal asks what you have already tried, and walkthroughs list contacting the provider as an earlier step. Do it and keep records, since it strengthens your case.
Does it cost anything to file an MCMC complaint?
No. CFM says lodging a complaint through the MCMC Redress Portal is free of charge.
How long does an MCMC complaint take?
The provider is expected to update the resolution on the portal within 30 working days. CFM says most complaints resolve within 15 to 30 working days.
What can I complain about?
Telecommunications issues such as 4G, 5G and broadband, plus postal and courier services, online content and broadcasting, according to SoyaCincau.
What if I am still not satisfied?
CFM says it evaluates the matter further when you are not satisfied with the provider's resolution.
