KUALA LUMPUR: The Malaysian Communications and Multimedia Commission (MCMC) has slapped Maxis Mobile Services Sdn Bhd, Celcom Axiata Bhd, DiGi Telecommunications Sdn Bhd and U Mobile Services Sdn Bhd with 28 compounds totalling RM1.2 million for dropped calls.

Of this, DiGi was served with 11 separate compounds totalling RM480,000, Maxis was slapped with nine totalling RM360,000, Celcom seven which amounted to RM310,000 and U Mobile a compound of RM50,000.

The MCMC conducted the extensive end-point service availability testing (EESAT) in the third quarter (3Q) of last year. The compound amount of RM1.2 million was six times more than that issued in the first quarter of 2013.

“We stepped up EESAT in 2013 due to the numerous complaints and reports received from the public, NGOs, and media regarding dropped calls early last year.

“We view complaints about telecommunication companies very seriously, especially for failing to deliver to consumers the service they claim to offer, but any action taken against them must comply with the due process under the law,” MCMC chairman Datuk Mohamed Sharil Tarmizi said in a statement on Monday.

He said the MCMC had met chief executive officers of the telcos, telling them to beef up efforts in improving the quality of service within a certain time period, and made it clear to them that failure to comply would result in stern action against them.

“In fact, it may be timely to start exploring a star-rating system for telcos so that consumers may make an informed choice on the best service provider for them,” said Sharil.

The EESAT is done periodically and in 3Q last year, a total of 120 compliance measurements were conducted in various locations in the country. Compounds were served on telcos that showed more than 3% of dropped call rates as stipulated in the mandatory standards for quality of service.

The testing done in 3Q indicated that Maxis had the highest dropped call rate at 8.16% in Pendang, Kedah. DiGi came in second and third with 8% and 7.78% dropped call rates in Laluan Jalan Utama from Tuaran to Kudat and Laluan Jalan Utama from Membakut to Keningau respectively.

The MCMC noted there was a reduction of 33% in terms of complaints on dropped calls in 1Q14 against 3Q13. This reduction was reflected in all telcos, except Maxis. Complaints relating to dropped calls doubled for Maxis during the same period. DiGi had its complaints reduced by 89% during the said period.

This article first appeared in The Edge Financial Daily, on May 14, 2014.