Astro Malaysia Holdings Bhd (Astro) must be transparent by
disclosing in detail the programme package rates, penalty charges and any
changes in prices to its customers.
Federation of Malaysian Consumers Associations (Fomca)
deputy president Mohd Yusof Abdul Rahman said Astro could not arbitrarily set
the price of the packages or put hidden charges or penalties, thus making its
customers feel they were being short-changed.
"I think the government through the Malaysian
Communications and Multimedia Commission (MCMC) should act decisively by
investigating this issue and take appropriate action.
"MCMC had last year issued a summons to Astro for
violating the provisions of the Malaysian Communications and Multimedia Content
Code," he said in Kuala Lumpur today.
He was responding to a claim by Astro customer Sephia Mhd
Bhrm, via Facebook on June 29, that Astro would impose a high penalty charge on
her if she wanted to change the package and terminate the contract with the
provider of the pay television channel.
Sephia accused Astro of issuing a notice of payment for the
sports package which was increased by RM8 and when she wanted to terminate the
subscription, she was charged RM360.
Mohd Yusof said that other than hidden charges or penalties,
Astro should consider giving rebates or a reduction in subscription charges in
the event of disruption of the broadcast (no audio and visual) due to bad
weather.
"Astro should be fair to its customers for when they do
upgrade to increase the quality of the service, customers need to change the
old decoder set to the new Astro B.yond including the satellite dish ," he
said.
Muslim Consumers Association of Malaysia chief activist,
Nadzim Johan, said the issue of consumers complaining about hidden charges or
penalties imposed by Astro was not new.
"MCMC must act sternly against Astro because customers
are offered various promotions to anchor the subscription package but when they
want to reduce or terminate the programme package, customers have to pay, which
is inappropriate.
"The commission should issue a guideline for Astro, so
it does not trap customers with various hidden charges," he said.
– Bernama
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