Consumer

Managing Your Bill Online

Maximise your free customer service tools!

Online customer service is an integral component of any telcos services these days. Nowadays, with the
fast speed of connection that we can subscribe to, there is no excuse for not offering an online customer
service. We take a look at some of the features of the online customer service of three leading telcos.

Celcom

Celcom customers are able to access their account

statements and summary any time, 24 hours, 7 days a week,
so long as they had registered. Users can also check all
other supplementary account statements, those assigned to
spouses and children. They can also check any transactions
processed in the web within the last 60 days.
For postpaid accounts, whether personal, corporate
employee and SMI/SME, users can print out account
statements or download them into their computers. Once
satisfied everything is in order, they can pay using credit
cards or by Financial Process Exchange (FPX). Celcom
processes payments within 24 hours.

DiGi

A user of the online customer service for DiGi can also

access, view, download and pay his monthly bill statement.
At the same time he could check what his credit limit
is. Another thing he could check is the PUK code of his
mobile number. He can also opt to end any supplementary
service he is subscribed to or add additional services.
DiGi customers can also request for auto payment online
whereby his phone bill would be charged automatically
to his credit card. Another feature he could add online
is a Remind Me. Still more features: personalised tones
and tunes before picking up a call; voicemails if you miss
a call; Information On Demand for latest news, traffic
info and movie schedules; SmartMail for sending and
receiving emails over GPRS; MobileTV and send SMS/
MMS to other DiGi numbers for free.
A prepaid user could view current automatic adjusting
rate tiers and see how much his local call would cost
according to his current tier. With Flexi e-load, he could
freely decide how much to reload. With Talktime Transfer
he could call local and overseas or roam in 54 countries.
He could register for automatic reloads, reload online or
reload using a physical reload coupon.
Users can also switch prepaid plans and response

Active and registered prepaid account users can check

out Value Added Services and add new services or delete
old ones. They can also do this for call plans. Other
services available include reload or top up, add and delete
Friends and Families numbers and change languages.
They can also request for a Pin Unblocking Key (PUK)
number.
Celcom sends out "SMS Alerts" after customers have
successfully performed the online transactions.
Both post and prepaid users can consolidate all
accounts and postpaid customers still continue to get
statements by post.

languages. They can also activate

or deactivate most supplementary
services such as MMS, and
voicemail.
Users can also turn on
or off credit balance SMS
notifications. They can add
or take out numbers from
the friends and family list.
Interestingly, they can send
up to three SMS or MMS
messages to other DiGi
mobile numbers for
free. From Information
on Demand, they can
get the latest news,
traffic info and
movie schedules.
Like Celcom, DiGi
users can subscribe
to services like
MobileTV, Remind
Me, and XMS.

15

Consumer

Maxis

Like the other telcos, Maxis subscribers can check their bill
statements. Maxis also has personal services to change a
users PIN or his profile. They are also able to report a fault.
Maxis offers value-added services like a fixed line for home
or business.
Other normal services with Maxiss online customer
service include: checking unbilled, overdue amounts,
credit card payments and payment history. They can pay
through credit card or Maxis-PayPal. Users can also get
phone settings for mobile Internet and picture messages;
change billing address, credit card details, and credit limit;

reactivate a line and add a supplementary line or a new line.

Unique from the rest, Maxis also has a special Maxis
Customer Service app called Maxis Customer Care for iOS.
This is very useful because users need not go online on
a computer. With this app, Maxis and Hotlink customers
can manage their account details and information such as
credit limit and billing information. Hotlink users of the
app can check account balance, expiry date and Active 10
numbers. All users could also directly subscribe to value
added services like mobile Internet packages and friend
finder service.

How Online Customer Service Benefits Users

For one, a customer can access and see details of the status
of his account at home without having to go all the way
personally to any of the telcos branches or even to call their
contact centre. Using the online bill payment option saves
time and effort, eliminating the need to travel to a branch.

Customer Service Features

Statement
of A/C

Add/Edit
Supplementary Contact
Value Added
A/Cs
Centre
Services

Consolidate
A/Cs

Pay
Online

Credit
Limit

PUK

Other
Online
CS

Phone
App

Celcom

y/
Financial
Process
Exchange
(FPX)

DiGi

only if in
default of
payment

Maxis

only if no
contract in any
A/C

y/
MaxisPayPal

phone
app

Customer Service Contact Channels

General

Fault Repair

Stolen/Lost

Business
Solutions

Call 1111 from Celcom mobile

number or 1-300 111 000
or 03-3630 8888 from other
numbers, Fax 03-3630 8889,
Customer Service
Please indicate your mobile
number (e.g. 013/019/0148)
P.O Box 11979
50764, Kuala Lumpur

Call 1111 from

Celcom mobile number
or 1-300 111 000
or 03-3630 8888
from other numbers,
Fax 03-3630 8889

Call 1111 from

Celcom mobile number
or 1-300 111 000
or 03-3630 8888
from other numbers,
Fax 03-3630 8889

Call 1111 from

Celcom mobile number
or 1-300 111 000
or 03-3630 8888
from other numbers,
Fax 03-3630 8889

DiGi

016-221 1800

016-221 1800

016-221 1800

016-221 1800

Maxis

Maxis Customers: Dial 123

24/7 Hotline: 1800 82 1123
International Calls:
(6)03 7492 2123
Fax: (6)03 74922950
Twitter: @MaxisListens

Maxis Customers:
Dial 1202
Hotline: 1800 82 1202

Maxis Customers: 123

24/7 Hotline:
1800 82 1123

24/7 Hotline:
1800 82 1919
Fax: (6)03 2330 0231

Celcom

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Real Time Chat

With CS

n/a

http://www.
DiGi.com.my/
whatshot_v3/dchat/
landing.do

n/a