ERA Consumer Complaints

Complaint : Astro Billing Problem

1970-01-01T00:00:00+01:00

I am very angry at Astro billing services attempt on daylight robbery!

I have been a customer since 2002. My main problem as I have stated time and again by calling the helpline is that I’m not getting my bills consistently. Thus Astro has been in the habit of charging me late payment fees and interest on those fees whenever I’ve missed my payment.

Their explanation is that the bills’ date is on 16th every month. Do they actually think my main purpose in life is to monitor my Astro payments?? If there is no bill, I will of course overlook it!!!

Astro also has this ridiculous rule where they can only waive the current month’s late charges.

Therefore throughout the years there is an accumulated charges and interest of RM41.61 which Astro claims they cannot waive due to that ridiculous rule above.

The latest incident is where I can see how unethical Astro’s attempt at daylight robbery is! My package is currently priced at RM54.95 (after they raise their prices again, I now have less channels but am paying even more!). I have 1 months outstanding bill which I am not aware about due to not receiving the bill again. I had also just come back from my overseas trip. On the 25th September 2007 (16th-25th =9 days!!!) they promptly cut my subscription!

When I called them up to inquire, they said they would charge me reconnection fees of another RM20 dollars on top of the RM10 late fee, which the customer service officer refuse to waive. That’s RM54.95+RM30=RM84.95, an additional 55% on my bill!

What other bills do you have that cuts off supply with only 1 lousy outstanding bill and then charges reconnection fee??? Well I know of only Maxis & Astro, same parent company!

This is daylight robbery which I am refusing to submit to. When I asked them to waive this amount they told me I need to speak to a supervisor. I promptly tried to get in touch with a supervisor named Chin Lee Fong for 3 weeks and failed.

They even tried to trick me to pay the RM41.61 fees by suggesting that I sign up for autodebit. I am more than happy to do so provided they waive that amount 1st. It is not as if I am a new customer. I have been subscribing since 2002 and they keep charging me these fees even after I told them about the bills not arriving. It shows Astro doesn’t really care about how to solve the problem but continues to take the easiest (and most profitable!) way out by arbitrarily continuing to impose these ridiculous charges.

On 22 October 2007, I got my bill and to my horror my accumulated charges are now RM71.61 which is more than my monthly subscription! I called up the helpline again and again they told me the same drivel about how they cannot do anything and I need to speak to a supervisor (which they are unable to connect me to immediately!).

I’m seriously fed up of this. This is what happens when 1 company has monopoly of the industry and they can raise prices indiscriminately and throw in charges and fees as they like. If I don’t see this matter resolved and Astro is still replying to this letter with their same bullshit. I will be more than happy to wean myself off cable TV services in Malaysia!

New Straits Times : Petrol dealers insist on closing early

1970-01-01T00:00:00+01:00

KUALA LUMPUR: Petrol dealers are adamant about shortening their operating hours despite threats of action by the government.

After a two-hour council meeting representing all oil brands, the Petrol Dealers Association of Malaysia (PDAM) yesterday announced that the decision to open at 7am and close at 10pm remained unchanged.

"The decision remains unchanged, but we are just waiting to talk to the government before implementing it," its spokesman Datuk Zulkifli Mokti said.

He was optimistic about the outcome, but refused to speculate when they would start implementing the proposed operating hours.

"We hope the government will understand our situation," he said, adding that the higher rental imposed by oil companies was the main cause of the problem.

He also said that they might rethink their position if the oil companies were to lower the rental and credit card costs were passed on to customers.

He said that while 24-hour petrol stations risk being robbed, a particular oil company refused to allow operators to hire security guards as it wanted to maintain the station’s image of a "safe place" for people to go to.

The association called for stricter enforcement of the self-service ruling that came into effect in 1997, saying that it could save them up to 30 per cent in costs.

Domestic Trade and Consumer Affairs Minister Datuk Mohd Shafie Apdal warned petrol station operators last week that they might lose their licence if they went ahead with the decision to restrict operating hours.

Zulkifli had then replied that the licence for petrol dealers did not specify the operating hours of a station, only that stations could not be closed for 24 hours at a stretch

The Star : Board: Beware of HK lucky draw scam

1970-01-01T00:00:00+01:00

KUALA LUMPUR: The Hong Kong Tourism Board (HKTB) has warned Malaysians to be wary of Hong Kong travel companies which ask for personal data such as bank account numbers.

The tourism board said it had received several inquiries from Malaysians who were called by representatives of certain Hong Kong travel companies claiming they had organised lucky draws in collaboration with HKTB.

“Customers who won prizes from the draw were asked to provide personal data including identity card or bank account numbers.

“We wish to alert all consumers to be wary as the board is neither involved, nor has appointed any representative in such promotions,” the tourism board said in a press statement.

It added that the 2007 Hong Kong Shopping Festival, which is under way, does not have any lucky draw element.

“We wish to caution the public to exercise vigilance.”

Anyone suspecting something amiss can contact the HKTB Singapore office at 65-63365800 or e-mail to sinwwo@hktb.com for clarification.

Cheated by the irresponsible dealers

1970-01-01T00:00:00+01:00

NCCC received a complaint from Norfaizah Binti Subari @ Rahmat. Complainant was approached by CELCOM dealer to sign up for package which suppose to give a good deal. It was stressed by the dealer that the billing process ONLY will start once the complainant activate the line. By the way this were not in the term and condition. Trusting his words, complainant signed up for the said package.

Complainant nightmare began few months later when she was slapped with RM 481.11 telephone bill from CELCOM. At that moment the complainant have NOT even detach the sim card from the pack. When the complainant contacted the CELCOM for an explanation, it was more frustrating an according to customer service it is the dealer’s fault who have misrepresented. Complainant have no choice but to settle the outstanding bill. Complainant feels why is she being asked to pay for a service she DID NOT use. Complainant felt very frustrated as the whole deal is tricky and terms and condition any package must be made clear and transparent to customers.

Complainant forwarded her complain to NCCC. Upon receiving the complain the main issue here is misrepresentation. NCCC forwarded the issue to CELCOM and a cc copy to Multimedia Communication. Upon investigation made by CELCOM. Justice were served when CELCOM waived off RM 433.85 and CELCOM will take severe action against irresponsible dealers.

NCCC’s advise, those with similar problem should seek assistance. As for Norfaizah who did not give up although the matter occurred in 2004 and finally settle in June 2007.

Yesotha Balakrishnan

Executive - Complaints Handling & Investigation

National Consumer Complaints Centre (NCCC)

No. 1D, Bangunan SKPPK,

Jalan SS 9A/17, 47300

Petaling Jaya, Selangor

Tel: 03 - 7874 8096

Fax: 03 - 7874 8097

Complaint : Job Agency scam

1970-01-01T00:00:00+01:00

I sincerely would like to plead to all of you to investigate this "job scam" - SOLAR VISION NETWORKS.

My honour, what saddens me most is there were reports made "against" this company **YES! THIS SAME COMPANY** (please help go thro' your files & you'll find that the name is no stranger to all. See archieve folders etc) & yet the company is freely "scamming" around until today. I wonder what's the targetted "statistic" that is needed to achieve in order to put the culprit in jail & send stern warnings to ALL "so-called job agencies"

Like those who have reported; I too applied for "Data Entry" vacancy in The Star. I was then asked to come for an interview on 18 March 2008 (Sat, 10am). Interviewer: Nor Zulia Idayu informed that their company is tied in
with various companies ranging from contractors' firm; banking line, travel agencies etc etc.

She stressed that the reason why these companies are outsourcing rather than engaging own employees or even employing staff were because of the overhead cost, payment of EPF etc. Therefore companies would rather engage "THEM". On 17 March, I was informed of the good news that I was being selected (ie.confirmed) by this "Travel Agency". I was asked to pay RM182year (includes processing fees & DELIVERING my "from time-to-time" assignments to appointed companies). Since this amount includes "couriering services" FOR A YEAR; I find that it's a reasonable fees for them to earn too. Moreover, I was induced to believe from a sheet of paper that indicated the "appointed company" was a Travel Agency at nearby Bangunan Angkasaraya Jalan Ampang providing a basic salary RM350 for 40pages. Since, there is a confirmation on this; I made the payment.

After payment; she only mentioned that I need to wait for Customer Service (Azlan) to call me the following day on the full details (It was not her area to disclose further). No one called the following day (morning); six sense told me something was amiss already. After a few hard-to-get-thro calls, I managed to get Azlan but was told that someone from the compay will call me within the week. I asked since I was told that "this Travel Agency" needs someone URGENTLY; why am I supposed to wait a week. I added that at least by good faith can I at least know the company's name so that I need not glued to my handphone for 24hours!. He refused to give me any info & just asked me to wait. On the 8th day, I called. I was told the 1st company was having problem & will need to wait for 2nd/3rd company to call me (unsure when). I stressed I need to know the dateline which I'm sure he too would have given to the other company.. After much hesitation, he mentioned another week again.

I know I was in deep SHIT.. I went checking thro websites.. True enough I\'m NOT the ONLY or 1st VICTIM of SOLAR VISION NETWORKS.

My honour,

1. In your archive files, it was quoted "...reports have been made to the Police & Enforcement Division of Ministry of Domestic Trade for action..." but sadly dont see any YET

2. It was also quoted"... consumers are advised to counter check on the job agency..." but do enlighten us on "who" to check with? (to help future job-seekers)

My honour, my serial number on receipt shows 10958. (U need to quote the serial number in order for the customer service to retrieve your file). Have U realised that they have scammed APPROXIMATELY RM1,994,356 ? Even if serial number starts at 10000, they have earned APPROXIMATELY RM174,356 by
doing nothing.

My honour, what hurts most was there were others after my Que. Some came with baby on one hand or children & others in shabby clothes (they are low income earners fighting hard for a meal on the table). I doubt they even
know that FOMCA, NCCC, Tribunals etc existed or even lucky to have internet access/computers to begin with.

My honour, "we" are just plain job-seekers who hopes to maintain (dont talk about increase) our standard of living... As for me, I need the "money" for MEDICATION.

PLEASE, PLEASE, PLEASE help do justice for ALL

NCCC : We had brought this matter to the attention of the Ministry of Domestic Trade and Consumer Affairs many times but to date we are yet to see any serious affords from the Ministry to overcome this menace. To me all they have to do is check with the Companies Commision on the Directors of the company and take necessary action against them. The Ministry could also enforce the Trade Description ct 1972 against these companies for publishing misleading advertisements in the news papers offering jobs which does not exist. The Police on the other hand may want to look into S420 Penal Code and take necessary action for cheating. Until action is taken this scam will carry on. Consumers are advised not to believe these tryes of advertisements that offer jobs as Data Entry clerks.

Complaint against Ambank

1970-01-01T00:00:00+01:00

I'm a customer of ambank for 3 different acc. mainly 2 hire and purchase ans a housing loan. On 8/3/08 approx. 3 pm, I took a number and wait for my turn to be served like other customer as usual. On my turn, I have requested for my acc. no as I don't have it with me....The teller is helpful to served me....until she found out that I will be using a cheque to pay up my 3 loans.

She told me to used the Cheque deposit machine. I decline simply by telling her that I took the number and waited for my turn to be served. She say that now all the cheque transaction is 'out source' which I don't know understand as it's yr banking terms. I insisted to do my transaction at the counter and demanded my question to be answer. Unfortunately, the bank manager is not in at the time. So another senior officer served me and give me some explanation telling me that they are not encouraging the customer to do the cheque bankin at the counter.

So I reply to her that you guy don't encourage or don't allowed to be more specific. She did not answer .It mean I still can do my transaction here rite? .. she did not answer but simply asked the teller to accept my cheque payment...

It's have to be much so questioning, demanding and persuasion only to get my transaction accepted at the counter. As a customer who took all his loan with this bank , I am really disappointed.

Here is the question and a scenario to the Management, how do you feel as a customer who waited for a long time in queue for his turn after 20 person to be served and later been told to do his transaction with the machine? If there is a sign saying 'no cheque transaction' is placed at the numbering machine it will be so helpful ....which I think it's simply you guys wanted to get the easy way out at the cost of yr valued customer....Here are the detail of the incident:- Teller names Ms J L Goh. Time 3 pm date 8/4/08 branch : Balakong.

Complaint : Courts Mammoth

1970-01-01T00:00:00+01:00

I just bought a handphone Samsung SHG-X670 from Courts Mammoth on 29 February 2008. I am greatly dissappointed with them.

1st - the 1st Samsung phone was not able to charge properly. Then, they changed another one.

This is worse. 2nd - I brought the phone back to them and complained that it SMS does not fountion well. The Customer Service in courts persuaded me to send it for repair. I agreed. The phone was sent on the 4th March 2008 and I only got it back on 4th April 2008. it is ridiculous. I insisted them to send it to Samsung itself but they didn't.

According the Samsung Service Centre records there is not data found when I visited them today 7th April 2008.

3rd - It took Courts 2 weeks to repair a phone and 2 weeks to get back the misplaced battery. According to them, they said that Samsung didn't return it and they have misplaced it (the battery).

4th - I have to make so many trips to Courst Mammoth Mutiara Damansara and called them so many time. Every time either they mention "I don't know" or placed me on hold or playing telephone football. It cost much of my time, energy and money.

5th - I have to personally send the Samsung phone to Samsung Service Centrte in Section 51A. I really extremely dissappointed with them.

Irresponsiblity of Maxis Customer Service

1970-01-01T00:00:00+01:00

Dear Officer,

I'm a frustrated maxis prepaid-plan user. I'm currently studying in Singapore and because of this I need my parent to buy me hotlink top up ticket to maintain my phone number to be in use. 2 months ago my parent bought another ticket of RM 60, but I couldn't use the pin number of the card to for top up purpose and after several times of trial, I was blocked from anymore top up attempt.

My parent reported the situation to Maxis customer service centre in Ipoh and submitted the card as well. Several days later we still didn't receive any reply from the centre as what they had promised. I went to the centre and was told that i can instead call to customer service centre of Maxis in KL regarding my case as they are handling it.

I was told that the case will be reviewed and after then they will notify me about it. 2 weeks had passed and still I didn't receive any calls or messages from them. Again I made another call to them and then only they informed that the pin number was already used during year 2006, long before i bought the top up ticket. They suggested me to go to service centre in Ipoh to claim a statement which explains the situation and then to have a refund from the dealer whom i bought the ticket from.

After so many rounds of calls and travels, I didn't expect the dealer to refuse to bring the ticket back to his supplier and process my refund, according to him, it's Maxis's problem, not his.

Frustrated by his attitude, I called KL service centre again, and what they told me is that the only way to solve this is to go back to the dealer again for the refund as they cannot provide any help in this. They even said that I can make a police report if the dealer refuse to help me again.

I payed RM 60 to purchase the ticket and to top up my phone credit and I believe there is nothing wrong in the process. I totally have no clue that the pin number of the card was already used previously before i bought the card and there is still questions for Maxis as to why is a used up pin number printed on a new top up ticket. I am the victim of this incident and yet Maxis made me to have to make numerous calls from Ipoh to KL as well as several trips to service centre. Their way of handling has made me feel as if i should take my own risk whenever i purchase top up ticket from Maxis dealer and after all that had happened, it's only that I'm unlucky and there's nothing to do with them.

I'm frustrated and angry with their attitude in handling my problem. After so much troubles, after so much money i spent on phone and travel, still i couldn't get refunded for the top up ticket.

I hope that this incident will attract your attention. The way Maxis handled this has gone too unreasonable and I do not wish that the same incident happens on another person. Thank you.

Regards,
Leong Wei FengDear Sir/Madam,

NCCC's Response :
Dear MCMC ,

This is again Maxis customer service problem. Instead of providing assistance to the consumer Maxis is giving him a run around. Maxis must understand that it is their product which has been purchased by the consumer. It is not fair for them now to push the complainant to their dealer.

Thank you

Darshan Singh
Director-NCCC

Thank you for your prompt reply. Currently there is nothing much that I can do regarding my case. As what was mentioned during my previous email, I spent money calling and travelling to both dealer and Maxis customer service's side but yielded no positive results. Still the dealer insisted that he won't help me in referring to the supplier. As for Maxis side, they said I have the right to make police report if the dealer refuses to help me. But I don't think making police report in this regard would make any difference.

So my current status is that I still have no way to have my RM60 refunded, and all my calls and travels made no positive results. I hope that there is a proper way of handling my case from Maxis. Thank you very much for your help.

Regards,
Leong Wei Feng

Housing Complaint

1970-01-01T00:00:00+01:00

I, Mdm Ang Peck Har wish to lodge a complaint over the purchase of a Medium Cost Apartment [Damai Apartment] @ unit D2-402 located at Subang 2, Bandar Pinggiran Subang, Sek 4. The apartment supposed to be completed in April 2004. Every year in December, i have been calling the developer site office to follow on the progress, completion and handing over the apartment keys. The developer cannot provide a confirmed reply. I have started paying interest since the day i had signed the S&P in May 2000 and in March 2007, i have started paying the monthly housing loan to the bank. Currently, i am also paying rental to the house i am staying now. This has added an extra burden for me. I am afraid that i may lost the property and also the payment which i have forked out. The unit cost RM88,640. I will appreciate NCCC will help me as this is my 1st time buying a property.

Should you need further clarifications, please do call me. Thank you

Surat NCCC kepada Kementerian Perumahan

Dear Ybhg Dato',

Appended please find a housing complaint. As usual the purchaser(complainant) does not know what is happening. No one seems to provide her any information on the status of her property. How can these developers leave purchasers stranded just like this. The minimum they could do is keep their purchasers informed of the status of the development. As all monies has already been paid to the developers, purchasers are now left at their mercy.

Hope that your good officers at KPKT could assist the complainant and reprimand the developer.

Thank you

Darshan
Director-NCCC

Jawapan Kementerian Perumahan
Mr.Darshan,

Pertaining to your email to our Dato' KSU dated 30th January 2007 on the abandoned project by Developer Juta Permai Sdn Bhd, Bahagian Pelesenan dan Penguatkuasaan of Kementerian Perumahan & Kerajaan Tempatan (BPP/KPKT) has made a further investigation by conducting a site visit to the area in December 2007.

The Project Sales Manager has briefed us on the latest status of the project and BPP/KPKT is now expecting a new work schedule from the said developer for our review.

Therefore, it is best for the buyer to lodge her case to our Unit Aduan with a copy of Sales and Purchase enclosed as our officers can update her with the project status.

On the other hand, to help buyers with their financial woes, Unit Pemantauan Projek Terbengkalai will be glad to endorse a Pengesahan Surat Terbengkalai for the buyers to appeal on the loan restructure/interest reduction to their respective bank/financiers. Again, the same procedure applies for the application at our Kaunter Aduan.

Regards,
Jazmin Abd Jamil
Bahagian Pelesenan dan Penguatkuasaan
Kementerian Perumahan dan Kerajaan Tempatan

Complaint : Water meter calibration - SYABAS

1970-01-01T00:00:00+01:00

WATER METERS CALIBRATION Would like to know if the water meters installed at home / residence are required to be calibrated before installation. Recent change exercise of water meters at our homes have resulted in abnormal higher bills.

Upon seeing them to complain about the matter at SYABAS Kajang, and after sending their staff to check on the meters, which they found to be OK, it was recommended that the house owner seek authorised SYABAS contractors to conduct a test on the meter -- for a fee.

I find this arrangement absurd. It seems, the onus of proving the meter is in good working condition, now lies with the owner, when in actual fact, the meters should have been pre tested and calibrated before installation. Records of all meter calibrations should be well kept by SYABAS, and be able to show proof to that effect, to consumers on demand. Was informed that the meters are not calibrated.

FORMULA USED ON TABULATING COST OF WATER CONSUMED DUE TO IRREGULAR READING PERIODS The Customer Rep was unable to explain satisfactorily on how water consumed was calculated based on the formula reflected in the bill. There appears to be x2 factor used, resulting in higher bill charges. Another concern raised was on the timing of bill issued. Is there a way of accurately determining the actual cost of water consumed, if a bill is issued at irregular intervals, resulting in total water utilised to fall into a different & higher cost bracket. For eg, a one day delay may cause the water consumption in cubic meters to exceed the lower bracket, thus charges computed are higher.

Likewise, if bills are issued earlier, it will result in a lower consumption for the current month, but much higher bills for the subsequent month. The same applies for ANGGARAN or ESTIMATE readings. I certainly expect better service after the utility body had been corporatised. Issues:-

Requirement on water meter calibration & records of calibration.
Costs of calibartion borne by customer.
Costs resulting from faulty meters borne by customers, when meters not calibrated against the standard.
Consistency in the time frames for billing customer. Is there a procedure on this? There appears to be lack of transparency on this. Meters should be read on timely basis and billing dates should be consistent, without fail irrespective of public holidays, etc.. Consumers are made to pay extremely higher costs if water usage falls in the third bracket.
Formula used should be explained to customer.

Can you enlighten me on the above issues?

Thank you.

Air Asia-Go Holiday Disaster

1970-01-01T00:00:00+01:00

I am writing to you seek your assistance regarding my claim for refund from AirAsia Go Holiday package to Siem Reap (26-28 Dec 2007). The details of my complaints and the so called holiday package are as per the correspondences below. My attempts to call them lately have failed as the phone line has since gone 'dead'

4 weeks have passed since your response and I have yet to hear further development on my complaints below. I've tried to call the phone line for so many times but no one seems to be answering the call. Not only did I have a bad holiday on air asia go holiday now I am also facing poor customer service. We (my friend & I), have paid RM 2,542.21 for 2 pax for the trip which we would not have taken if we had known that it was not worth the money and the trip was a disaster. On top of that we had to incur additional costs of approximately USD140 excluding food for the failed trip.

We would therefore wish to claim a refund and reimbursement of the monies that we have incurred for the trip. Other additional costs that we have incurred are the fare. My friend and I took the go holiday package to Siem Reap recently and what a disaster it turned out to be. We're writing to lodge an official complaint to you and wish to claim back the monies that we have paid upfront for the package for all the trouble that we went through there.

Below are the problems that we faced:

When we arrived at Siem Reap (SR) Airport - no air asia staff met us up despite waiting for 30 mins.

We made enquiries with the air asia office staff at the Siem Reap Airport but no one knows anything about the go holiday package. They tried to help by trying to contact KL office but was not able to get through the line as it was forever engaged even after several tries.
We went to Lock Yinh Hotel as stated in the itenary on our own, paid USD5 for the taxi. However, our name was not listed in the hotel booking list. The hotel staffs too have never ever heard about any air asia package.
We waited at the hotel lobby for 30mins whilst the receptionist tried to call the Air Asia office in Cambodia but connection failed because the line was busy.
Feeling lost and not knowing where to go we decided to call the KL Air Asia office. It took a while for us going round before we found a shop which provides international call service. The KL Air Asia office line was as
expected busy and we were by then dissapointed and angry as time had been wasted as well as money for we had to incur 12,000 riyels on the unsuccessful phone calls made.
We then went back to the Air Asia office at the Siem Reap Airport. They again tried to contact KL Air Asia and Go Holiday call centers numerous times but were not successful.
Based on the advise by the Cambodian Air Asia staffs, we went to Nokor Phnom Hotel, the other hotel listed in the goholiday itenary , to check in case our names could have been inadvertantly listed there but it was the same story as the first hotel - no name and never heard of air asia or go holiday.
We wasted almost a whole day going back and forth trying to contact air asia and go holiday. We hailed a taxi who took us to the Angkor Diamond Hotel to check in. The taxi ride cost USD5 and the hotel cost USD30 per night.
We spent USD20 on taxi fare to see the other attractions in the itenary i.e Silk Farm and Artisan D'Angkor.
The next day we checked-in to a cheaper hotel which cost USD 12 per night since we were running out of cash.
The itinerary was supposed to cover visits to the Angkor Wat and temples but all that did not materialise and we had to make our own plans and use whatever cash that we had instead.The ticket price into Angkor Wat was USD20 per person. We took the tuk-tuk and it cost us USD15 for the whole day.
The tuk-tuk from hotel to the airport on our return flight cost us USD7. Based on the above, it is obvious that we did not get what we paid for. Without prejudice, we therefore wish to make claims for the amount that we have paid less the flight fare and also to get reimbursement for the additional cost incurred as above and for the inconvenience and problems caused us due to the poor management of go holiday. It is go holiday gone awry.

Complainant Information withheld

NCCC

12 February 2008

Complaint on KTMB Management

1970-01-01T00:00:00+01:00

With reference to the above, I would like to lodge an official complaint against the management of KTM Berhad. I have boarded the train from Pasir Mas, Kelantan to KL Sentral, details as below:-

Train: Ekspres Wau (XW17)
Class: Economy Class
Origin: Pasir Mas
To: KL Sentral
Date: 09/02/2008
Coach: F1
Seat: 5C

I would like to share my distress over the miss-management of KTM Berhad on a long journey coach like this. I have boarded the mentioned train at 6.59PM on 09/02/2008, and to my astonishment there were crowd standing in the coach and some even slept on the walkway due to lack of seats and they have not purchased any tickets unlike some of us who had a seat.

Later then, comes the ticket master whom have summoned these passengers without ticket and issued them a ticket each based on their destination requirement, but of course they were charged more than what they are suppose to pay for a ticket due to the summon imposed. These passengers became restless standing and started to sit on the arm rest of the passengers on the seat area, which caused lots of uneasiness and discomfort.

Well, I could truly understand the urge of the people to return home after the festive period but what KTMB did was truly unacceptable, by encouraging more and more people to board the train without ticket and then penalising them for not purchasing a ticket and the coach F1 was just like a sardine can, where people could hardly even stand and walk to the washroom. Furthermore, this is not a short journey where we could bare with the corwd just when boarding a LRT in KL during peak hours, but we are talking about a journey which lasted more than 12 hours.

Below are the items I would like to highlight:-

KTMB shouldn't have allowed the passengers without tickets to board the train
KTMB imposed penalties to those illegal boarders but allowing them to still go on the train despite taking into consideration the space available at these coaches and the inconveniences caused to other passengers whom had a proper boarding ticket.
KTMB should in the first place have ticket masters at the boarding area that will help them illuminate people without tickets since there's limited seats and coach
KTMB should have had at least 2 different coaches at different timing to accommodate these additional crowd, furthermore it's a festive season

Why should anyone go almost a month earlier to purchase a ticket for the planned journey but KTMB doesn't bother about the passengers convenience and just issue tickets blindly to those illegal boarders. KTMB were merely increasing their profit for the day without taking all of the above into consideration. Being a Malaysian and staying in a developed/developing country like Malaysia, we do not expect a 3rd class treatment to all, it's sad that KTMB the earliest transportation of Malaya have failed tremendously in managing their fleet and serving the public. I'm sure the foreigners whom boarded the coach would have had a bad impression of our public transport and it's management.

I really hope that you would sincerely look into this matter and convey this message to the relevant parties as well as copy to the transport ministry. We are looking forward to a better KTMB in the near future and just not a profit making management.

Thank you.

Yours sincerely,
Complainants perticulars withheld
NCCC

12 February 2008

Broadband Deal Woes

1970-01-01T00:00:00+01:00

NICHOLAS, of Petaling Jaya, is having problems with his Maxis broadband service. He had signed up for the service through an agent at a mall. There was no mention of any contract at the time - only a seven-day coo ling off period should there be any problems. “I found the Internet connection to be erratic. I was surfing at 7kb/s, which was no faster than a regular dial-up connection.

“Therefore, I lodge a complaint with Maxis and was told that it would take two working days to process my report. “I made the complaint on a weekend, so by the time my report was processed; the day would have been beyond my seven-day coo ling off period.” He was assured that all he had to loose was the RM 100.00 he paid as activation fees. NICHOLAS found no improvement to his connection after the complaint and decided to cancel his subscription, where to his horror, he was imposed a penalty of RM 1,300.00. “According to Maxis, I was tied down to a contract. I was asked to write an official letter to the branch manager, which I did, with two subsequent letters.

“On Jan 17, I received a call from Maxis about my outstanding bill. “The caller said he would discuss the mater with his boss after I explained my financial situation to him,” says NICHOLAS, adding that he received a letter from a private collection agency, sent by Maxis, two days later. “This is unfair as I was told to lodge an official complaint, wait for what the Maxis bosses have to say but continued to be billed by Maxis and now threatened legally,” he says.

A MAXIS Communications Berhad Corporate Communications department spokesman says:
“We have investigated NICHOLAS claims and regret our oversight in handling the matter. “We apologies to him for the inconvenience.” The spokesman clarifies that NICHOLAS has accepted their apology. He has returned his modem and has been released from his wireless broadband contract without any additional cost.

The spokesman explains that the Maxis Wireless Broadband services have always been “contract-based” in which all customers are allowed a seven-day period from the date they signed up to terminate the service and return their modems, if they wish. “After this period, Maxis Wireless Broadband customers are bound to an 18-month Initial Term in their contracts with Maxis. “We would like to advise the public on the following before subscribing the stipulated Maxis 3G/HSDPA coverage area,” the spokesman says.

She further advises the public to read the terms and conditions, which can be found in all registration forms that customers are obliged to sign when subscribing to Maxis services. “Call 1-800-822000 for coverage information or visit www.maxis.com.my/personal/general/tnc_maxisbroadband.asp.

This complaint was sent to MCMC by NCCC for action :

Dear Ybhg Dato',

This is how bad the isu with these service agreements is. In the attached case the complainant is not happy with the service provided by Maxis Broadband but he cannot come out of it because he has signed his "death warrant". Is this fair to the consumer? The terms of these agreements protects the service provider only. What happens to the consumer like in this situation?

On top of this the Maxis spokesman arragontly puts the burden on consumers to ensure that they are within a certain coverage radius. Is it not the duty of the service provider to ensure that a person is indeed within that coverage area before performing the sale? Why is this burden put onto the consumer?

Dato', the MCMC would now have to look at this service agreement issue seriously in order to avoid more consumers from being shortchanged.
Thank you
Darshan Singh
Director-NCCC

Following was reply from MCMC officials.

Dear Mr. Darshan,
This issue has already been addressed by SKMM with Maxis. In case such as these, Maxis will not be charging for any penalty. IT appears that this has not been communicated down to the operational level in Maxis. In fact this practice is also to be extended to Streamyx and Celcom Broadband.
Thank you.
MCMC .

Bernama : Complain If You Are Not Happy - NCCC

1970-01-01T00:00:00+01:00

KUALA LUMPUR, Jan 2 (Bernama) -- The best way to identify a problem faced by the consumers is through the complaints that they lodge with the National Consumer Complaints Centre (NCCC).

But getting people to file in their complaints with NCCC is no easy task.

According to NCCC's Director, Darshan Singh, to achieve the best results, consumers must unite and fight for their rights if it is violated.

"We must voice out our concerns. For example, two issues, which have caught our attention and warranted our serious efforts in advocacy, the scratch and win scams and the unsolicited SMS scam.

"We can only do effective work when consumers file complaints with us. With this we can see pro-active actions taken by relevant parties. Without public grievances, the regulators or enforcement agencies would ignore the issue," he told Bernama.

The government banned the scratch and win contests in early December last year.

INCREASE AWARENESS

Since established in mid-2004, NCCC has seen a steady rise in the number of complaints received.

According to Darshan, corporations have also begun to recognise NCCC's existence and the services offered.

More corporations now respond quickly to complaints forwarded to them for solutions.

"Regulators and enforcement agencies are beginning to work closely with the NCCC. This is what we set out to achieve. Currently almost 70 percent of complaints are resolved at the NCCC level. Ultimately we want to see all parties living in harmony.

"While consumers get the best deals, corporations should also register healthy profits and enforcement units should also work to wipe out errant businesses," he added.

Darshan stressed that corporations should also develop effective complaints handling mechanism within their organisations so that consumer grievances could be handled effectively within the shortest possible time.

"It must be a win-win situation for all," he said.

GUIDE CONSUMERS

At the same time, Darshan said NCCC would continue with its efforts to train consumers on the know-how in seeking redress.

"What we have done is to guide consumers to write to the relevant agencies and forward a copy to us for records. We need these complaints to effectively identify issues," he explained.

At the end of the day, Darshan said consumers need to be educated so that they would not have to fully rely on any third party to act on their behalf.

"To achieve this, it will take us some years. We have to become a developed consumer society and to achieve this education is a vital element," he opined.

According to Darshan, the first thing need to be done is to get people interested in consumer related issues.

“This is a big challenge. Currently the majority of Malaysian consumers consider consumer issues as trivial. Most of them do not wish to highlight issues. Some are only concerned when they are directly affected and need to seek redress.

"They fail to understand that with globalisation and economic liberalisation, we are being bombarded with all sorts of goods and services. If we do not take an effort to seek knowledge, we are bound to be shortchanged at some point of time," explained Darshan.

RECURRING ISSUES

Most of the issues plaguing Malaysian consumers are recurring issues. This is the analysis made by Darshan.

However, he opined that with all the discussions on the price of goods and services being actively debated, the cost of living would take the center stage in 2008.

"With this we expect to register many more complaints on price increase," he added.

At the same time, Darshan hopes the authorities concerned would take all the necessary measures in ensuring the business community does not raise prices of goods and services at their own whims and fancies.

"Currently, the concerned ministry can only take action when traders don't display prices. There is no law against profiteering. Until today profiteering has not been defined. How much of an increase would be considered profiteering?

" All the ministry can do is to revoke their business license. It is therefore important for the ministry to speed up the introduction of the Fair Trade Act, which would check profiteering," urged Darshan.

POWER OF CONSUMERS

At the end of the day the power is in the hands of consumers. If they feel a particular establishment has unnecessarily increased the price, it is their duty to boycott them. Not stopping just there, they should also alert others against patronising such premises.

At this point of time consumers would have to work hand in glove with the Ministry of Domestic Trade and Consumer Affairs.

Reports must be lodged with the ministry's Enforcement Division and immediate action have to be taken by enforcement officers. Pointing fingers serves no purpose.

According to Darshan, solidarity among consumers is vital. We have always spoken about unity of races, unity of the nation and so on but we must not forget unity among consumers.

COMPLAINTS RECEIVED

For the first time since its inception the NCCC produced its first Annual Report, which contained a review and analysis of all consumer complaints lodged throughout 2006.

A total of 18,345 complaints were received in 2006 and for 2007, the number is expected to be about 15% higher.

NCCC has sorted the complaints in 23 categories with the most totaling 1,578 complaints in the housing category, followed by direct sales (1,499), private higher education (1,453), property management companies, telecommunications (1,297), defective products (1,032) and cheap sales (1,003).

In terms of ethnicity, Malays submitted the most complaints representing 67.7 percent (12,402), followed by Chinese 23.5 percent (4,315) and others 0.9 percent (169).

BENEFITS OF FEEDBACK

NCCC's Chief Executive Officer Datuk Marimuthu Nadason noted that the Annual Report would bring to the attention of the respective industry and the enforcement agencies on the problems faced by consumers.

"This feedback will in turn help industry to identify areas of consumer dissatisfaction and lead to improvements in their products and services.

"Enforcement agencies on the other hand will benefit from this feedback in terms of revising policies, procedures and regulations which impact on consumers," he said in his message published in the 2006 Annual Report.

Marimuthu who is also the President of the Federation of Malaysian Consumer Associations (FOMCA) added that the information gathered also provides FOMCA with an opportunity to advocate policy changes in the relevant areas.

(Modes of receiving complaints provided by NCCC is phone call 03-78779000/03-78748096, walk-in (address No 1D, Jalan SS9A/17, 47300 Petaling Jaya, Selangor, e-mail ( nccc@nccc.org.my ) This e-mail address is being protected from spam bots, you need JavaScript enabled to view it ), e-aduan (www.nccc.org.my) or fax: 03-78748097)

-- BERNAMA