TM announces changes to Customer Service Centre operating hours during MCO

KUALA LUMPUR (March 25): Telekom Malaysia Bhd (TM) has announced that its Customer Service Centres nationwide will start operating from 7am to 9pm, effective March 26, during the Movement Control Order (MCO) period which has been extended until April 14, 2020.

Its group chief executive officer, Datuk Noor Kamarul Anuar Nuruddin, said the special working arrangement was aimed at ensuring the safety and health of its employees during the extended MCP period due to COVID-19.

He said the special arrangement also encompassed TM's Call Centre contact number 100, Live Chat, Social Media and email.

"The welfare of our employees is always our priority as they are the backbone of the company. Hence, we will not compromise on this and will continue to implement strict security measures on them, especially those who need to work in their offices during the MCO extended period," he said in a statement today.

Prime Minister Tan Sri Muhyiddin Yassin today announced that the existing two-week MCO, which ends on March 31, will be extended to April 14 following the continued rise in COVID-19 cases.

Noor Kamarul said although the duty shifts for each customer service centre agent are maintained with two sessions per day, the number of agents for each shift will be reduced, while the practice of social distancing is continued where each agent is spaced out with one empty workspace (of approximate one metre away from each other).

In addition, he said the agents from the second shift will not use the workspace used by those on the first shift, and they will also make sure that they clean themselves and their workspace before they begin their duty.

Noor Kamarul said in order to minimise contact and control movement, access to the customer service centres is now limited to two passages daily.

"Each customer service centre agent will also be divided into two working groups, each working group will be on duty for three days, followed by a three-day leave. TM will also provide a special allowance to all frontliners on duty during the MCO period.

"We sincerely want our customers to understand this situation, as there may be delay in responding to enquiries and requests due to changes to the customer service centre opening hours and expected increase in the number of calls," he said.

He said as an important national service provider, TM would continue to adjust its daily operations to ensure the safety of its employees in accordance with the guidelines and directives issued by the government, while remaining committed to ensuring the smooth service provided throughout the country; supported by a robust business continuity plan.

“The connectivity service is critical during this extraordinary period, and TM is always ready to help people stay at home, stay connected, stay entertained, stay informed, and stay in service during the MCO period.

"We also pray that all Malaysians will stay safe and courageous, and endure this trying period together," he said.

Noor Kamarul said TMpoint's premises throughout the country are now closed, while TM's payment kiosks at TMpoint outlets are also currently not in operation.

However, alternative payment channels are available at 7-Eleven, MyNews, Speedmart 99, KK Mart and Petronas, as well as through Autopay, unifi.com.my's self-service portal, myunifi app, online payment channels through selected banks using JomPAY with TM billing codes (8888 for unifi Home, 2345 for Streamyx & Voice, and 3608 for unifi Mobile), and via e-Wallet (Boost app).

Noor Kamarul said all installation activities on customers’ premises have been postponed, while network repair and service activities that do not involve the need to be at the customers’ premises will continue as normal.

"However, TM will continue to carry out installations and repairs outside the customers’ premises, as well as in hospitals, clinics and other important agencies," he said.

For more information, enquiries, customer service, subscriptions and any other support assistance needed, visitwww.unifi.com.my.

Customers can also contact TM via digital channels as follows: Myunifi app (available through Android and iOS); unifi portal - unifi.com.my; Unifi online community forum at community.unifi.com.my; Live Chat -http://bit.ly/unifilivechat;Email -[email protected]; Facebook -https://www.facebook.com/weareunifi/;Twitter -https://twitter.com/helpmeunifi;or contact TM Call Centre at 100.