|As a government agency, the Malaysian Aviation Commission (MAVCOM) must respond to the growing needs of the public. Committed to its cause of serving the Malaysian people, it is the first ASEAN regulator to introduce a complaints management system. Before the introduction of the CMS, complaints were registered and tracked in a manual spreadsheet. Available on MAVCOM’s website and integrated in a mobile application, the Centralized Maintenance System (CMS) serves as a convenient channel for consumers to register their complaints on services rendered by airlines or airports in Malaysia. With the goal of improving operating efficiencies and complaint resolution time, the CMS organizes data and allows MAVCOM to systematically analyze noncompliance matters.
With millions of passengers going in and out of airlines and airports, the system acts a strategic tool that records and tracks trends and performance. In 2018, out of more than 1,600 complaints received, 94% of these were resolved within 30 days. All in all, the CMS has reengineered the complaints treatment process by cohesively engaging with the relevant parties to adhere to regulatory standards and deliver a seamless customer experience.