'No fibre, no 5G': Unfair to hurl baseless accusation

 

MCMC refers to P Gunasegaram’s article titled "COMMENT | No fibre, no 5G - that's my problem" published by Malaysiakini on May 30, 2024.

At the outset of the article, the author expressed frustration regarding the fixed-line broadband service issues experienced in his residential area in Setia Alam, Selangor.

However, subsequently, the writer questions MCMC’s regulatory duties and functions.

While MCMC understands the writer’s particular experience, it is unfair to hurl baseless accusations against MCMC, especially based on incorrect facts.

To date, there is no record of the writer ever lodging any official complaint to MCMC regarding his service difficulties or alleged inaction by his service provider in relation to his problem.

Hence, it is wrong to imply that the writer’s problems are because MCMC is "more interested in regulating the relatively free online media to make them as toothless as mainstream newspapers" rather than regulating service providers.

Through this response, MCMC aims to address several baseless claims made by the writer against MCMC in his writing.

i. Complaint regarding disruption of service

Despite the absence of an official complaint from the writer to MCMC, MCMC did act on the writer’s article and sought an explanation from Maxis regarding the issue. MCMC’s intervention resolved the issue.

Feedback was obtained regarding the cause of the damage, along with confirmation that the cable connection restoration was completed on May 31, 2024.

Further investigation revealed that the fixed-line broadband issue the writer encountered over the past two weeks was due to damage from the optical fibre cable following landscaping work at the writer’s neighbour’s house.

Additionally, MCMC conducted quality tests for 4G and 5G Internet speeds for Maxis services at the location on June 1, 2024. The tests found that the Internet speed for 4G in the area reached 17 Mbps, while the Internet speed for 5G reached 307 Mbps.

However, MCMC could not test the coverage inside the complainant’s house since he was not around during the site visit. MCMC has been in communication with the complainant, and the complainant has agreed to schedule a later date next week for MCMC to conduct a quality test in his house.

ii. Allegations on lack of competition

The writer also claims a lack of competition is the underlying problem. MCMC states that the mobile sector in Malaysia is highly competitive, as evidenced by the numerous prepaid and postpaid packages available to consumers tailored to their needs and lifestyles. Mobile broadband service prices are also competitive.

According to the International Telecommunications Union, which measures the affordability of telecommunications services, mobile broadband services in Malaysia are cheaper than in most other Asean countries.

MCMC considered these factors when assessing the merger between Celcom and Digi. To ensure consumer welfare is not affected by the merger, MCMC has implemented remedies to level the playing field post-merger and is closely monitoring CelcomDigi to ensure these remedies are met in a timely manner.

MCMC is steadfast in its commitment to safeguarding consumer interests by ensuring high service levels among mobile network operators.

To achieve this, MCMC is conducting continuous nationwide network quality audits adhering to the latest Mandatory Standards on Quality of Service for Wireless Broadband Access Service (MS QoS), where the minimum average download speed has been raised to 7.7 Mbps and will be raised further to 10 Mbps next year.

In addition to these rigorous audits, MCMC is developing a consumer-centric application that will empower consumers to measure service levels and broadband quality independently.

Customers can activate the application if they believe there are service and quality issues with the broadband to which they are subscribing. When activated, the app will measure and log the data and inform both the service provider and MCMC.

Such data and measurements can be attached to the customer’s complaints.

Additionally, MCMC will develop a policy to address compensation issues in cases where the application shows the service levels do not meet minimum standards.

iii. Allegations in relation to regulating online media

In his article, the author also claims that MCMC is more interested in regulating online media and making it toothless, similar to mainstream media weakened by the Printing Presses and Publications Act 1984.

Additionally, he states that purported problems stem from politically appointed industry regulators. These allegations are untrue and baseless.

As a regulatory body, MCMC carries out its duties and powers in accordance with the Communications and Multimedia Act 1998 and the Malaysian Communications and Multimedia Commission Act 1998.

Among MCMC's main responsibilities is ensuring that online platforms, network facilities, and network services remain secure and are not misused for any unlawful acts under Malaysian laws.

This includes preventing attempts by any party to disseminate obscene, indecent, false, offensive, or harmful content using network facilities and network services. This law has been in force since 1998, spanning more than 25 years.

In fact, some countries prohibit entire media outlets and their leaders from using certain online platforms.

MCMC wishes to highlight that the power to regulate the communication and multimedia industry is a matter of national digital sovereignty. Most nations uphold this rule of law to safeguard their digital sovereignty.

Many countries such as Australia, Indonesia, Singapore, the United Kingdom, and the European Union have enacted specific laws to regulate online platform providers, including social media platforms.

These regulatory measures aim to tighten controls on online harms, reduce scams, prevent data misuse, combat fake news, curb instigations of violence, and halt sexual abuse of children, among other issues.

To suggest otherwise renders the media toothless reflects a poor understanding of digital governance by nation-states and fails to appreciate the serious damage online harm can inflict on a country and its people.

MCMC hopes these explanations will provide a clearer picture to the writer and readers. 

---

MCMC regrets that Malaysiakini did not seek MCMC’s response before the author's article containing criticism and accusations against MCMC was published. - Mkini

The views expressed here are those of the author/contributor and do not necessarily represent the views of MMKtT.