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Objectives of GCC
1. Reasonably meet consumer requirements.
2. Handling of consumer complaints and disputes.
3. Provide an inexpensive mediation process and procedures for
compensation.
4. Protection of consumer information.
5. Meet the national policy objectives of the CMA 1998.
6. Provide benchmarks for Service Providers that will benefit
consumers.
7. Promote a high level of consumer confidence in service delivery.
8. Provide guidelines for self-regulation among the industry.
There are 2 rules of GCC; (A) Provision of information and (B)
Protection of personal information.
(A)
Provision of Information
FUNDAMENTAL PRINCIPLES
1. Provide sufficient, accurate, true and up-to-date information in a
simple and straight forward language.
2. Provide information requested within a 7-day period of acceptance
and at no cost, unless it involves retrieving archive.
3. Provide information through verbal or written, in publicly visible
mediums (display at premises, websites, mass media)
4. Provide free contractual agreement, reasonable fees may be
imposed for additional copies.
DESCRIPTION OF SERVICES
1. Provide sufficient description of service & service coverage in the
simplest form prior to entering a contract.
PRICING INFORMATION
(B)
INTRODUCTION
1. The objective of this Section is to set out the responsibility of a
Service Provider (SP) in protection of Consumer Information.
GENERAL PRINCIPLES
1. SP may collect and maintain necessary data/information of
Consumers for tracking practises. However the collection and
maintenance of such data/information shall follow good practices;
Data must be accurate and lawfully obtained
Adequate, relevant and not excessive
Data processed for limited purpose and in accordance to their
rights
Not transferable without consent
Data must be secured and not kept longer than necessary
CODE RULES
1. Data protection policy must be made available
2. Customer has choice of how data is used
3. Data security must protect from loss, misuse/alteration
Further Recourse
Suspension of Charges
Review
Retention of Records
Audit by MCMC
Develop & publicise the compliance policy & procedures and GCC to
staff & 3rd party (where relevant)
Develop procedures/programs to educate staff on GCC compliance
issues.
Implement a line management structure to monitor compliance
Set up a specific unit to attend to, coordinate/handle GCC
compliance issues.
Reporting
1. CFM will provide regular progress reports encompassing among
others:
Monitoring activities undertaken, identified breaches of Code
& the remedial action
Statistics on complaints & resolutions,
instances of rejection of a complaint and the reasons
identified recurring complaints and steps to address these
publicity and education programs
Monitoring, Review and Amendments
1. Monitoring
Type of monitoring by CFM includes complaints and
complaints monitoring, routine verification of code compliance
by SPs and identification of universal code issues and
breaches.
2. Routine Verification of Code Compliance by Participants
SPs are required to provide reports to CFM where the need is
stipulated in GCC.
3. Monitoring of Universal Code Issues and Breaches
CFM will be advised of any emerging or universal issues with
the GCC, as highlighted by consumer complaints via regular
meetings with MCMC.
4. Code Review
6. Code Adherence
If a complaint does not fall within its jurisdiction, CFM will refer
to the appropriate body.
Consumer complaint will be first lodged and dealt with by the
relevant SP. If the customer remains dissatisfied with the
resolution given by the SP, then the Consumer may lodge a
complaint with Consumer Forum.
If still dissatisfied with the Consumer Forums decision, the
Consumer can refer the complaint to the MCMC.
All industry complaint must be lodged directly to CFM.
The Forum will investigate the complaint in order to
determine whether there has been a breach of the GCC and
impose sanctions if there has been a breach. The types of
sanctions that can be imposed include issuance of a caution
notice and issuance of warning notice.
Consumer Forum will refer to the MCMC for its consideration in
the event of continued breaches.
Parties wishing to appeal the decision of the Forum must do so
in accordance with the procedure aid down in the Operating
Manual.
The Forum will monitor the adoption of sanctions,
rectifications and appeal.
Any activities by CFM in administering the GCC &
investigations will be undertaken on a confidential basis.
SP shall offer compensation (monetary/non-monetary e.g.
refund, rebates waivers etc.) to customers in cases of breach
of GCC to place customers in the same position they were
prior to the breach