Consumers Association of Penang

Giving voice to the little people...since 1970

TNB Billing System Upgrade Has Confused And Burdened Consumers

The Consumers’ Association of Penang has been receiving many complaints from the public regarding their TNB bills these past two months.  Among the complaints received from the public are the long billing cycles causing their bills to be very high, not receiving their July TNB bills and receiving bills with account numbers that are not their own.  CAP only recently discovered that consumers are experiencing these problems because TNB is upgrading their billing system.

Grievances With Pos Malaysia

The Consumers’ Association of Penang (CAP) would like to highlight grievances with Pos Malaysia’s services faced by many in Penang.  We understand that mailpieces sent by regular post have been terminally delayed.

This problem became apparent sometime before the Eid al-Fitr or Hari Raya Aidil Fitri holiday.

Consumers “ticked off” by online air bookings

The Consumers’ Association of Penang (CAP) calls on the Ministry of Transport to address problems often arising during or after on-line air travel booking that plagued consumers.

One common problem for those who are not careful or not computer savvy about on-line booking is the pre-selected optional extras such as travel insurance and seat selection which incurs additional cost. A person booking a ticket has to untick a box that is accompanied by a statement saying to the effect that if the tick on the box is not removed then it is assumed that the person has agreed to purchase the travel insurance policy. The airlines often protects itself with a statement such as this, “I have read and understand the Product Disclosure Statement”.

Often this pre-ticked box is buried in a wordy page and is easy to miss out. When one realised that the insurance cost had been added into the ticket price, it is impossible to return to the insurance page to untick the box, unless the entire process of booking the ticket is repeated and by then the price might then be different.

TM Reviews Its Charge For Printed Bills

Soon after CAP had raised the issue of TM charging RM5.00 for their printed bills starting January 2016, TM had in a meeting with CAP said that they were reconsidering the mechanism of how they deliver bills to their customers.

Charge for printed TM bills unfair

The Consumers’ Association of Penang (CAP) would like to address the issue of Telekom Malaysia (TM) being unfair to its customers by deciding to charge RM5.00 for every printed TM bill starting January 2016.

This move will be highly disadvantageous to the older generation – these are the majority of grandfathers and grandmothers out there.  This age group is usually made up of people who are no longer working and are depending on their savings, pension or children for financial support.  Not to mention, most of them won’t even know how to use a computer.  In a sense, they have no choice but to pay that RM5.00 every month if they want their lives and telephone services to continue running smoothly.

Even if they are in the right tech savvy age group, they may be hampered in other areas.  For instance, those in the lower income group or the people living in rural areas will probably not have the facilities to check their TM bills online.  Again, if TM has its way, these people will have no choice but to pay the extra RM5.00 every month to get a printed bill.  Is it really necessary to increase their financial burdens? RM5.00 a month equals an additional RM60.00 they will have to hand over to TM every year.