Awareness and knowledge on the issue of unsubscribed mobile content service among mobile users

Abstract

Among the roles of the Malaysian Communications and Multimedia Commission (MCMC), which serves as the industry's regulating body, is to handle complaints about communications and multimedia. The role of MCMC is to safeguard communications consumers' rights against manipulation by the irresponsible communications and multimedia industries, including mobile phone users. While the establishment of CFM (Malaysian Consumer Forum) is designed to aid MCMC in protecting consumers. The forum enables users to lodge complaints and work out resolutions for issues relating to communication services. The topic of "unsubscribed mobile content services" is frequently brought up in complaints to MCMC and CFM. The fact that the number of complaints has remained consistent since 2013 indicates that the issue has not been successfully remedied. Since these, education plays an important role in resolving this issue, as many users remain unaware of their rights to unsubscribed content services. Following that, a study on this subject was undertaken among MCMC workers to ascertain their level of understanding. Additionally, this study will examine the success of current campaigns promoting Unsubscribed Mobile Content Services and identify measurable enhancements that will help raise mobile users' understanding and awareness of this content. This research uses a qualitative and quantitative mixed method approach. Questionnaires will be distributed quantitatively among MCMC staff who are also mobile users, with the goal of determining the actual degree of understanding among personnel who should be regarded skilled in the subject. Along with assessing their degree of awareness and expertise, the same questionnaire will provide an overview of the staff's area of influence and additional advocacy strategies that may be used to promote awareness in their communities. In terms of the qualitative method, interviews were conducted with persons from CFM and MCMC to elicit perspectives on certain topics, which would be examined to address specific questions connected to the study's theme. This study will contribute to the existing of knowledge and is intended to provide insight to the respective departments at MCMC regarding the right steps to take to resolve this issue so that it does not reoccur every year.