The Malaysian Communications and Multimedia Commission (MCMC) has revealed some worrying findings: between January and July this year, audits uncovered more than 1,600 cases where telecommunications providers failed to meet required service standards.

This revelation underscores an ongoing struggle to ensure that Malaysians receive the quality of connectivity they are promised—something that has become increasingly critical in a digital-first world.

Why MCMC Conducts These Audits

According to Deputy Communications Minister Teo Nie Ching, the MCMC runs regular audits to check whether telcos are meeting the Mandatory Standards for Quality of Service (MSQoS). These standards define the baseline expectations for services such as mobile broadband, including minimum download and upload speeds.

For 2024, the benchmark is clear: telcos must deliver at least 10Mbps download speed. Falling short means customers aren't getting the level of service they are entitled to, and providers risk penalties.

What the Numbers Reveal

From 2,781 quality tests conducted nationwide between 1 January and 31 July, MCMC found:

Many of the unresolved cases involve major infrastructure upgrades, such as enhancing existing towers or even building new ones. Naturally, these require more time and investment compared to simple service tweaks.

Enforcement and Penalties

To enforce accountability, MCMC has already issued 268 Commission Directives under the Communications and Multimedia Act 1998. These legally binding orders compel telcos to improve service or face consequences.

Failure to comply is no small matter. Telcos could be fined up to RM1 million, face imprisonment of up to 10 years, or both. On top of that, under another section of the Act, they could face an additional fine of RM500,000.

The message is clear: cutting corners on service quality won't be tolerated.

What This Means for Consumers

For ordinary Malaysians, these findings explain why internet speed and reliability can sometimes feel inconsistent across different areas. The good news is that MCMC isn't leaving consumers powerless.

If you're experiencing persistent issues, you can:

By doing so, you not only get your own issue addressed but also contribute to the broader push for accountability in the industry.

The Bigger Picture

Malaysia's digital economy relies heavily on reliable connectivity. With initiatives like MyDigital ID, e-invoicing, and nationwide 5G rollouts, the demand for stable, high-speed internet is only increasing.

MCMC's findings serve as a reminder that while infrastructure development has accelerated, oversight is just as important to ensure telcos deliver on their promises. The fact that nearly 1,700 issues were uncovered in just seven months shows there's still a lot of ground to cover.