Focus 3G business around consumers, service providers told

date: 19th February 2001, source by: thestar.com.my

ALL 3G service providers should concentrate on building their businesses around consumers, said the Malaysian Communications and Multimedia Commission (CMC) chairman Tan Sri Nuraizah Abdul Hamid.

"Consumers are the reason for our being. Without consumers, there will be no communications and multimedia industry and no regulator. We really would like to see consumers getting value for their money in terms of quality of service, choice of services, and customer support,'' she said during the interview.

"There is talk about superior customer service but few really practise it and take it to heart.''

Nuraizah said the big industry players had very much been technology-driven.

But she would like to see them pay more attention to consumer needs and have long-term views on consumer needs and demands.

According to Nuraizah, many service providers are concentrating on providing services to urban areas with very little emphasis on rural areas.

She said: "There has to be greater attention for digital enablers, i.e. the network rollout, particularly to underserved areas such as the remote villages and communities.

"Unfortunately, a number of network operators had been shy of going into rural areas, or providing local access, preferring to harvest the rich pickings in the more lucrative markets and in the more developed sectors of the country and community.''

Nuraizah said that all network operators must play their role in providing basic communications services to all citizens in the country.

Up to now the only universal services provider has been Telekom Malaysia Bhd.

However, the other licensed operators--Celcom, DiGi, Maxis, and TT dotCom--have only been contributing to the cost of universal services since Jan 1, 1999, by reimbursing Telekom for the investment and expenses incurred by the incumbent in providing those services.

"The amount of reimbursement had been in proportion to the revenues of the five operators,'' Nuraizah said, adding that the CMC had recently conducted a public consultation process on a proposal to introduce a new framework for the provision of universal services.

She said the proposal envisaged the creation of a universal service fund that would have a much wider base of contributors.

The CMC will come up with a definitive framework for the provision of universal service after the commission reviews all the comments received on its consultation paper posted on its website for public comment since Dec 21, 2000.

Nuraizah took over the helm of CMC on Nov 1, 2000, and she is the second chairman appointed since the former's inception on Nov 1, 1998.

The CMC has taken a very consultative approach rather than purely one of enforcement and this is obvious from all its discussion papers which have been posted on its website since late last year.

The first 3G discussion paper was well received by the public and the CMC has thus far received very positive comments from the industry, vendors and publics, with some comments from people in Britain and Australia.

Some are amazed at the different approach the CMC has taken with regards to 3G, whereas some countries prefer the auction process, which is seen from the European process as one which is too costly and sees questions being raised on its viability.

Thus far, the CMC has posted the Universal Service Provision and Access List consultation papers.

Nuraizah herself has been meeting up with industry players regularly so as to create a cordial and harmonious relationship between the players.

Over the next few months the CMC will be moving in high gear to determine the type of infrastructure, network facilities, services which will be needed for the future, apart from setting the platform for healthy competition.

Since the expectation of the industry player and consumers of the CMC is very great, the regulator of today cannot remain purely an enforcing body, but has to fulfil the objectives of the act.

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