PUTRAJAYA, May 7 — The Malaysian Communications and Multimedia Commission (MCMC) is strengthening consumer protection through improvements to the Mandatory Standards for Quality of Service (Content Applications Service), which set clearer requirements for Content Applications Service Providers (CASP).
It said the updated standard aims to enhance service reliability, strengthen accountability and ensure more effective handling of customer complaints.
“This applies to all CASP providing content services for television and radio nationwide, including free-to-air television broadcasting, subscription television services and terrestrial radio broadcasting,” it said in a statement today.
MCMC said 34 active CASP will be subject to the standard.
The commission said the new standard places greater emphasis on actual service performance delivered to users, rather than merely ensuring services remain operational.
“CASP are now subject to higher levels of accountability, particularly in terms of service availability, performance monitoring and timely resolution of service issues,” it said.
MCMC said a key feature of the strengthened regulatory framework is its broader scope, covering both subscription and non-subscription content application services.
It added that the updated standard also introduces stronger reporting and governance requirements, clearer service quality benchmarks and stricter complaint resolution obligations.
“The improvements also include enhanced complaint resolution timelines, including for non-billing-related complaints, with clearer and more comprehensive requirements. Emphasis is also placed on overall service experience, response times, record-keeping and performance transparency.
“These improvements aim to ensure customer complaints are handled more effectively, service disruptions are addressed more quickly, and issues are resolved in a reasonable and user-acceptable manner,” it said.
MCMC said compliance will be monitored through periodic Quality of Service (QoS) performance reports submitted by CASP, along with complete and auditable record-keeping for at least two years.
“The commission may also conduct service audits, sampling and observations, and may publish performance results to promote transparency,” it said.
The improvements are implemented through the issuance of the Commission Determination on Mandatory Standards for Quality of Service (Content Applications Service) and the revocation of Determination No. 4 of 2002 under Determination No. 2 of 2026.
Through the determination, MCMC reaffirmed its commitment to ensuring a fair, reliable and customer-centric communications and multimedia ecosystem. — Bernama
