12 Jul 2023
TM Addresses Unifi Customers’ Data Breach
TM confirmed recently of a data breach involving historical Unifi customers’ personal information that includes name, national identification/passport number, and contact details. No financial information was impacted.
The company confirms that the breach has been contained and proactive steps have been taken to protect the data across its platforms. It has sent out notifications to customers informing them of the data breach and to be wary of phishing tactics including online scams, suspicious links and unsolicited phone calls.
TM has also reported this matter to the relevant authorities (National Cyber Coordination & Command Centre (NC4); Department of Privacy & Data Protection (JPDP); & the Malaysian Communications & Multimedia Commission (MCMC)).
TM assures all its customers that its Unifi services remain fully operational with no impact to its users.
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TM stays committed to serve customers during full Movement Control Order
As an essential services provider, TM continues its operations subject to FMCO guidelines With the nation going into Full Movement Control Order (FMCO) starting 1 June 2021, Telekom Malaysia Berhad (TM) remains committed to serving the nation as we understand connectivity is especially crucial to our customers during this period. As the safety and health of its employees, contractors and customers continue to be the utmost priority, TM is taking the necessary precaution steps to protect their wellbeing when carrying out their tasks. With the FMCO implementation, TM will continue with Special Working Arrangements for its workforce nationwide until further guided by the Government. TM employees at the frontline and supporting critical functions are given the option of flexible working hours or split working teams. Meanwhile, other employees will continue to work from home utilising digital and online productivity tools available. TMpoint outlets and key partner stores are open for service applications and essential transactions subject to government and local authority regulations. Our service installation and restoration activities remain available for customers with Standard Operating Procedures (SOPs) in place to ensure the safety of both TM personnel and its customers. Commenting on TM's preparedness to serve the nation during the FMCO, Shanti Jusnita Johari, Chief Marketing Officer, TM said, "As the nation's essential service provider and the enabler of Digital Malaysia, we understand the importance of getting connected as more people are working from home, participating in online learning, conducting business via online and keeping the family entertained while staying safely at home. Therefore, we are committed to ensuring all our customer support services remain in operation and taking proactive measures to monitor our network to provide uninterrupted best internet experience for homes and businesses." "As more users are at home during this period and utilisation is expected to increase, customers may need extended support to optimise their WiFi setup at home. unifi customers can book Wi-Fi optimisation services from the unifi Elite team to further enhance their internet experience at home. The first 100 slots are now complimentary and interested unifi home broadband customers can book the slot by completing the online form at unifi.com.my/bookunifielite. Existing unifi customers can also access the self-serve channels at both unifi Community and EasyFix portal which provide customers with tips and guides to tackle their usage experience issues quickly." "Our contact center remains open, primarily for assurance support. Due to the higher volume of interactions during this period, customers are encouraged to utilise our digital channels which are available 24/7 for account-related enquiries, management and payment," added Shanti. unifi currently offers #unifiyourworld that comes with up to RM200/month savings and unifi Mobile 99 is now priced at RM59/month with no contract for existing unifi customers. For business customers, they can sign up for unifi's business packages which now come with high-performance Mesh Wi-Fi and business solutions. Updates on Latest Developments of All TM Customer Service Operations during the FMCO period Digital Channels For more information, query, customer service, subscription and any support related needs, please visit www.unifi.com.my. Customers can also reach out to unifi via our digital channels as follows: myunifi app (available for Android and iOS) unifi portal – unifi.com.my unifi online community forum at community.unifi.com.my Email – help@tm.com.my Facebook – https://www.facebook.com/weareunifi/ Twitter – https://twitter.com/helpmeunifi. TMpoint All TMpoint outlets nationwide (except in Sarawak) are open following the allowed operating hours by the National Security Council and local authority regulations. Only essential transactions are available which include new service applications, payments at kiosks and collection of SIM cards. TM Contact Centres at 100, Live Chat, Social Media and e-mail Operations Hours: 7.00 a.m. to 9.00 p.m. and 24/7 for Live Chat Installations and Restorations All installation and restoration activities at customers' premises will continue with the customer's consent and verification of their household status via MySejahtera app. However, the services are not available in Enhanced Movement Control Order (EMCO) Locality and Home Surveillance Order (HSO) zones. Payment Channels All TM Payment Kiosks at TMpoint outlets are in operation. Alternative cash payment channels are at 7-Eleven, MyNews, Speedmart 99, KK Mart, MyNews and Petronas. Alternative digital payment channels via Autopay, unifi self-care portal at unifi.com.my, myunifi app, online payment channels from any of your preferred bank via JomPAY with TM's biller codes (8888 for unifi Home, 2345 for Streamyx & Voice and 3608 for unifi Mobile) and via e-Wallet (Boost app). TM would like to wish all its customers and stakeholders a safe and healthy stay at home under the FMCO and to remind them to continue to take precautionary measures such as social distancing and good personal hygiene to curb the spread of the virus. The Company will continually monitor for developments on the ongoing situation and adapt its services to help customers, whenever needed as the safety of its employees and members of the public are of paramount importance to us.
TM accorded special Kincentric COVID Resilience Award Malaysia 2020 for its efforts and proactive measures in combating Covid-19 pandemic
The Company received special recognition for its efforts and proactive measures in handling, mitigating and curbing the spread of COVID-19. Telekom Malaysia Berhad (TM) was recently awarded the Special Kincentric COVID Resilience Award Malaysia at the Kincentric Best Employers Malaysia 2020 Learning Conference and Award Ceremony which was held virtually. As the COVID-19 pandemic continues, people and organisations face unprecedented new challenges. The special awards recognise companies that have been actively managing the employee experience in the rapidly unfolding COVID-19 crisis; especially for those in critical functions ensuring business continuity and recovery. The judging criteria is based on key themes of Senior Leadership/communication, virtual work effectiveness, concern and engagement on employee wellness; supported by people practices. Badrul Hisham Ahmad, Vice President, Support Business TM who is also the Chairman of TM's COVID-19 Crisis Response Team (CRT) virtually received the award on behalf of TM. He was also one of the panelists in the sharing session among the winners of the COVID Resilience Award. Commenting on the achievement, Imri Mokhtar, Group Chief Executive Officer, TM said, "We are humbled and honoured to receive this meaningful award on behalf of all our Warga TM. In these challenging times, their dedication and commitment to serve our customers and the nation with essential connectivity have been exemplary. We would like to especially thank our COVID-19 Crisis Response Team and volunteers such as PAKAR Semboyan, TM Rovers, the 'buddies' and others behind the scenes; who have gone beyond the call of duty to ensure all are taken care of." "TM will continue to take proactive measures to curb the spread of COVID-19 for the safety of our employees, customers and stakeholders. We remain committed to help Malaysia rebuild its economy via connectivity and digital solutions. Together may we return stronger," he added. Kincentric, a Spencer Stuart Company through its Kincentric Best Employers programme gives high-performing organisations credit and visibility for the quality of their employer brand – and an edge in the talent marketplace. With 20 years of robust data on employee experience behind it, the programme measures and differentiates employers on the four (4) people-factors that are key to success, namely high employee engagement, agility, engaging leadership and talent focus. This year, Kincentric has introduced a special COVID Resilience Award to recognise organisations that have risen above and holistically supported their employees in managing the significant emotional, social and economic impact brought on by the pandemic. This award demonstrates how a great employee experience defines the ability for a business to survive and thrive, especially in critical moments.
unifi enhances customer experience with country’s first integrated, digital app – myunifi for consumer and business
Consumer and business customers can now manage all their unifi accounts with one app unifi, the premier Convergence brand under Telekom Malaysia Berhad (TM), continues accelerating its digital innovation to deliver more #khabarbaik to its customers with the introduction of the country's first all-in-one new digital application: myunifi for both consumer and business segments. The myunifi app provides access to the unifi full suite of products and support services, consolidating Home, Mobile postpaid, wireless broadband, broadband (previously known as Streamyx) and voice all into one app for both consumer and business customers. The app is now available for download which allows customers to subscribe to unifi services, manage their multiple unifi accounts, get assistance through the self-troubleshooting guideline and live chat with our customer service agents. In addition, customers will be notified on the latest updates, can buy hotspot passes, top up unifi mobile data, voice and sms quota and as well as pay their bills conveniently. "The launch of myunifi app is yet another testament of our continuous commitment to deliver more #khabarbaik with our customers in mind. In fact, it is the country's first digital app in the telco scene that serves both our consumer and business customers with an integrated customer journey via a secured single login, offering them greater convenience in managing their accounts all under one app. Customers can also engage with us via any of our digital channels available through the app, from our community forum, social media or Live Chat. The answers to your queries are just one tap away and with our growing knowledge base community, customers will be able to interact as well as exchange tips and experiences with other unifi customers. The myunifi app gives you all that and more. Soon we will also introduce functions such as rewards management, self-troubleshooting tools and many more to further enhance our customers' experience," shared Moharmustaqeem Mohammed, Acting Executive Vice President, unifi. "In addition, myunifi app is enhanced with 'digitalme', a secured digital ID to facilitate the single sign-on not only to myunifi app, but also to the unifi.com.my portal and soon; other unifi apps as well. This is more #khabarbaik for our customers as we continue to innovate to address our customers' pain points digitally, making life easier for everyone." unifi has also enhanced its official website unifi.com.my to be as simple and seamless as possible. The website now offers a new browsing experience with an improved content structure to ease customer navigation; in accessing information, getting the latest updates on unifi's offerings and subscribe to the plans easily anytime, anywhere. The enhanced website also includes a tips and tricks section to assist customers to find quick solutions; where they can watch self-help videos to get answers on unifi service queries and get instant help via the Live Chat function. This complete suite of applications is all developed in-house and aimed to cater to the needs of our customers by allowing them to directly self-manage their own accounts, thus getting the best out of their unifi services. The myunifi app is now available for free and downloadable via Google PlayStore and Apple AppStore. Customers are encouraged to download the app and get the super deal vouchers in the app. For our customers who still require a personalised service to subscribe or get assistance on unifi product and services, customers are welcome to visit any TMpoint outlets nationwide, where our helpful customer service officers are ready to assist you. To learn more about the latest unifi offerings, log on to unifi.com.my
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