Implementation of E-Billing by TM

Statement from TM on November 16, 2015

Telekom Malaysia Berhad (TM) would like to clarify on the article published by Berita Harian dated 2 November 2015 titled “Tindakan TM caj bil RM5 aniaya pengguna’ on the implementation of the TM e-bill and the introduction of charges for the TM printed bill in January 2016, as well as the statement by YB Senator Datuk Seri Dr. Mohd Salleh Said Keruak, Minister of Communications and Multimedia on 3 November 2015 titled “Panggil TM beri penjelasan” on the same.

At TM, customers’ feedback is extremely important to us and we have, and will continue to take all feedback received thus far, and going forward into consideration. We are currently refining the implementation process towards the introduction of e-billing in January 2016.

Until then, customers will continue to receive their physical bill free of charge. Currently, the TM e-bill is an option we encourage our customers to adopt. The awareness communications has been ongoing.

The introduction of the TM e-bill as the default billing come January 2016 is in line with the industry’s move towards a more digital lifestyle and as a step towards a greener and eco-friendly future. This is intended for all our broadband services (Streamyx and UniFi) customers who will be receiving their bills electronically for free, via Short Message Service (SMS) and email‎. You will also be able to access the e-bill via the TM Portal at https://mytm.tm.com.my/new/login.jsp#mybills anytime, anywhere, where you can retrieve and view your itemised TM bills for the past six (6) months.

In order to facilitate the implementation of the e-billing, we have already embarked on a communication plan since August 2015 via the current printed TM bill, and are calling for all our broadband customers to update their preferred email address and telephone number by sending an email to help@tm.com.my, or visit the nearest TMpoint outlet or call us at 100. In addition to receiving the free e-bill, broadband customers who wish to continue receiving printed bills may also sign-up (via the above channels) for a nominal monthly fee of RM2.

Meanwhile, we would also like to clarify further that all our TM phone only customers (who do not have broadband service with us) will continue to receive the printed bill for free. We still encourage these customers to opt for the electronic bill by signing up via the same channels above, a choice made by more than 180,000 TM phone customers today.

With TM e-Bill, customers will be notified of the monthly bill faster where they will receive the pdf copy of the monthly bill via email within four (4) days and SMS alert within seven (7) days after the respective bill date.

We believe this move towards e-billing provides a more convenient, secure and environmentally friendly way of delivering the monthly bill statement and streamlining the bill payment routine. As the nation’s Convergence Champion, TM is committed to deliver a seamless digital experience to all our customers towards ‘Life and Business Made Easier for a Better Malaysia’.

Meanwhile, we have already engaged with the Minister’s office, Ministry of Communications and Multimedia, Malaysian Communications and Multimedia Commission (MCMC) and Consumer Associations, namely Persatuan Pengguna Islam Malaysia (PPIM) and Persatuan Pengguna Malaysia (FOMCA) to further clarify on the matter.

We would like to thank all our customers and stakeholders for their continued understanding, feedback and cooperation.​

 

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