Mobile service providers ordered to improve standard of quality

The Star

29-07-2025

PETALING JAYA: The Malaysian Communications and Multimedia Commission (MCMC) has issued 279 directives to mobile service providers across the country to improve mobile service quality.
The commission said the action is in line with its Determination No. 2 of 2023, aimed at addressing non-compliance with the Mandatory Standards for Quality of Service (MSQoS) for wireless broadband.
YTL Communications received the highest number of directives with 154, followed by CelcomDigi (50), TM Technology Services (38), U Mobile (27) and Maxis (10).
'These directives were based on ongoing surveillance that identified significant lapses in meeting service quality standards across various regions, affecting users in both urban and rural areas.
'The quality of mobile services is vital to delivering a satisfactory user experience. Our continuous monitoring ensures providers comply with the standards necessary for reliable service,' the commission said in a statement yesterday.
MCMC said service quality assessments included factors such as download speeds, latency, packet loss, service availability, and access times for web browsing and video streaming.
It warned that providers who fail to resolve these issues within the stipulated time-frame could face fines of up to RM500,000 per instance of non-compliance under the Communications and Multimedia Act 1998.
Since 2022, the commission has issued 984 directives to uphold service standards.
Of this, 547 were issued this year following a temporary pause in 2024 due to delayed approvals.
For more details on the MSQoS and the list of directives, the public can visit the MCMC's website at www.mcmc.gov.my.