Maxis conforms to the standard Global System for Mobile (GSM) communication call forward feature, one of the most widely used standards for mobile communications globally. Calls to Maxis customers are only diverted to Voice Mail Messaging after 25 seconds have passed without the customer answering the call. As for all GSM call forwarding around the world, unanswered calls are diverted to a voice mail after a fixed time. For situations in which the recipient’s phone is switched off or the customer is in an area that has no coverage, the calls are automatically routed to voice mail. There is also an option to directly divert calls to voice mail at the request of the subscriber. However, this service is subject to the customer requesting for the Voice Messaging Service.

The Maxis network underwent a large-scale transformation in 2009 to further improve the mobile internet experience of Maxis customers, in terms of speed, coverage and capacity. According to rigorous testing of the Maxis network and its mobile internet experience, Maxis customers with data plans are able to make Skype calls from their mobile devices.

Maxis has received acknowledgement for its service quality by PC.com at the Product Awards 2008 as having the Best Wireless Broadband and more recently as the Mobile Data Service Provider of the Year by Frost & Sullivan at their Malaysia Telecoms Awards 2009 and Gold for Best Communications Network at the Putra Brand Awards ceremony in March 2010.

Maxis is dedicated to providing a reliable experience of voice, data and mobile internet integrated services to each of its 12.3 million customers*, in good faith and in keeping with best industry practices.

*as at end Q4, 2009

The Spam Issue
Spam initially started out as a problem affecting email communications over the internet and has been a persistent problem over the last decade. Despite the best efforts from leading software companies, the issue has yet to be permanently resolved.

In the mobile environment, Spam SMS has been an annoyance to millions of mobile users globally over the last few years. Leading mobile operators around the world have endeavoured to manage and contain the problem.

Spam SMS became a concern in Malaysia over the last 12 to 18 months. Customers on all mobile networks have been affected by it and this is not only a problem faced by Maxis.

Maxis’ Do Not Disturb Campaign
As a Maxis and Hotlink customer, your privacy is priority to us.

We recently embarked on a Do Not Disturb anti-spam campaign to keep you safe from becoming a target for spammers.

We have installed a robust Anti-Spam Platform. This security feature works as a firewall that blocks out Spam SMS based on keyword identification. Each complaint from a customer will be investigated, and based on the findings, the keywords of the Spam SMS will be blocked from reaching our customers’ phones in the future.

We hope you will continue to provide us with information to help us keep our services spam-free.

Identifying spam SMS
Spam SMS are unsolicited SMS messages from an unidentified number or persons and organisations that are unknown to the recipient. They are usually marketing messages or they may offer bogus cash prizes. Spam SMS are sent out in bulk to thousands of customers at a given time. In most cases, Spam SMS are sent without the consent of either the customer or the operator, and do not have an “opt out” option.

Example of a Bogus Cash Prize Spam SMS from unknown senders pretending to be Maxis/ Hotlink:

“Tahniah! Simcard anda Memenangi Cek Tunai RM20,000 Dari H0TLINK.
Sila hubungi Call Centre: 006281388386555 www.hotlïnk.com.my”

“Congratulations! Your SIM Card has won a cash prize of RM20,000 from Hotlink.
Please contact the Call Centre: 006281388386555 www.hotlïnk.com.my”


SMS Messages that are not spam
As a Maxis or Hotlink customer, you may sometimes receive SMS messages from us. These SMS messages are usually related to information or promotion updates for Maxis/ Hotlink services, products and special promotions.

Samples of genuine Maxis and Hotlink SMS messages:

• Maxis/Hotlink Missed Call Alerts to inform you of a call you have missed while your phone was switched off or out of a coverage area. Customers are not charged for this service. However, this service can be turned off by dialling on *100# your Maxis/Hotlink mobile.
  
  
• SMS messages related to a service you have subscribed to in the past.
  Maxis will send you service renewal messages on a monthly basis.
  You will have the option to “opt out”. The service will renew itself should you choose to not respond to the message and to opt out.
  
  
• Sometimes, you may receive products and service update messages from us. This service is to update our customers on new services and products made available.

All Maxis or Hotlink SMS service messages can be identified by the sender name - “Maxis” or “Hotlink”.

Maxis has never and will never sell or disclose our customers’ phone numbers to any third party for any purpose. We treat our customer database and numbers with strict confidentiality, even within our organisation.

Dealing with Spam SMS
Do not reply to a Spam SMS message or call the number in the message as you may be charged a premium rate. If you have received Spam SMS, please check with the Maxis Customer Service Centre or inform us at donotdisturb@maxis.com.my

To avoid Spam SMS, you should be cautious about revealing your phone number to other organisations, whether online or in person, at restaurants, shops or while participating in surveys or filling out questionnaires.

When you are filling out registration forms, ensure that you read the terms and conditions carefully before revealing your mobile number. Most reputable companies and services will officially ask for your permission to reveal your contact details to other third parties for marketing purposes. We recommend that you choose the option to keep your mobile number private.