# MCMC Telecommunication Complaints Portal

What Is It

The Malaysian Communications and Multimedia Commission (MCMC/SKMM) provides a public disputes resolution system. If consumers face unresolved issues with their telecommunications service providers (such as internet slow speeds, billing disputes, poor cellular coverage, or contract terminations), they can lodge a formal complaint to MCMC to force telco mediation.

Who Is Eligible

  • Any consumer (individual or business) holding active subscription contracts with Malaysian telecommunication and internet service providers (such as Maxis, CelcomDigi, U Mobile, TM/Unifi, Time).

    • Required Documents

  • Copy of MyKad or Passport.
  • Telco Account Number and billing statement.
  • Case Reference Number from the service provider (proving a formal complaint was already lodged with the telco first).
  • Support evidence (speed test logs, email correspondences).

    • Step-by-Step Procedure

    1. Lodge Complaint with Telco: Contact your service provider's customer support and request a solution. Document the official Case Reference Number. 2. Wait for Resolution: If the provider fails to resolve the issue within 15 working days, proceed to MCMC. 3. Access MCMC Portal: Go to the official MCMC Aduan Portal. 4. Submit Complaint: Select the complaint category (e.g. billing, network speed, coverage). Input your identity and telco reference number. 5. Upload Evidence: Attach screenshots of speed tests or billing disputes. 6. Mediation & Resolution: MCMC notifies the service provider. The provider must submit a formal resolution response back to MCMC and the client within 10 to 15 working days.

    Cost & Processing Time

  • Cost: Free of charge.
  • Processing Time: MCMC complaints are audited and resolved within 15 working days.

    • Where to Apply

  • Online: [MCMC Aduan Portal](https://aduan.mcmc.gov.my)

    • Important Notes

  • MCMC will reject complaints that have not been reported to the telco provider first. Ensure you have a valid Case Reference Number before lodging a file.