In Malaysia, it has become all too common: a bank system crashes or a telco network falters, and customers are left in the dark. Literally. For hours, sometimes longer, banks and telcos stay silent, leaving people unsure whether the problem will take minutes or days to fix. Silence in these critical moments is not just frustrating. It’s a failure of responsibility and accountability. Telcos and banks rarely issue timely statements during outages. When they do, the messages are often vague, lacking clarity on the cause, affected services, or estimated recovery times. Even when the media (including ourselves) reach out directly, responses are slow and superficial. Meanwhile, customers scramble to find answers from official channels or social media, often without success.
More, here.
