Frequently Asked Questions
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Revised Registration Guidelines for Prepaid Customers
1. Why did MCMC revise the registration guidelines for prepaid?
Prepaid registration in Malaysian has been made mandatory since 2006. It was implemented to curb misuse of prepaid mobile services that might raise national security concerns such as terrorism and criminal behaviour. These concerns continue to be the motivation behind the revised guidelines, ensuring the integrity and validity of the identification information provided during registration.
2. Which registration guideline will be implemented first since Digi is only rolling them out progressively in 2018?
Effective 15 January 2018, the maximum number of registered prepaid lines for each ID is 5, instead of 10 SIMs, per mobile service operator. Example: you can register for 5 different prepaid lines with Digi using the same ID at any time.
3. Which category or type of ID is applicable in these revised prepaid registration guidelines?
There are three (3) categories of ID that are acceptable for prepaid registration. The mobile service providers and their representatives would require verification against the original ID. Please bring along the original documents for registration.
Original documents | Malaysian | Non-Malaysian (Foreign workers or students) | Tourists |
---|---|---|---|
ID | MyKad; MyPR; MyTentera, MyPolis card (issued by the National Registration Department) | Passport, Work permit Identification card/IKad/EKad* | Passport |
*More acceptable ID types will be announced later.
4. What kind of information do I have to present during the prepaid registration process?
According to MCMC's revised guidelines, prepaid customers are to provide the following identification information to the mobile service providers or their dealers:
-
Malaysian citizens/permanent residents
- Full Name & Identification Number as per NRIC or Armed Forces ID;
- Permanent address as per NRIC or Armed Forces ID; and
- Any other information as may be required by MCMC.
-
Non-Malaysian (Foreign workers or students)
- Full Name & Passport Number as per passport;
- Passport issuing country;
- Company name and address as provided in the work permit document or student identification document with university address (for students); and
- Any other information as may be required by MCMC.
-
Tourists who are visiting/staying in Malaysia for less than three (3) months
- Full Name & Passport Number as per Passport;
- Passport issuing country; and
- Any other information as may be required by MCMC.
5. How do I check the number of prepaid lines that are registered under my ID?
Please contact our customer channels for verification, such as Digi Live Chat, E-mail (help@digi.com.my), Digi Helpline (016-2211800) or walk in to any of Digi Stores nationwide. Soon, Digi customers will be able to verify the number of prepaid lines registered under their ID via MyDigi. Please stay tuned for updates.
6. What happens if the registration details were found to be incorrect?
Customers are strongly advised to provide the correct information to the mobile service provider during registration. In the event of any inaccuracy, the service provider will endeavour to do its best to contact these customers to provide valid and accurate identification information. Customers will be given a specific time frame to revert with the correct information in order to avoid the possibility of their lines being suspended.
7. I have more than 5 prepaid lines registered to my ID prior to the revised prepaid registration guidelines were introduced. Will these revised registration guidelines affect me?
No, the revised registration guidelines for prepaid lines will not affect you if you have registered more than 5 prepaid lines before 15 Jan 2018. However, in the event that some of your lines are terminated after 15 Jan 2018, you can no longer register a new line if your quota has exceeded 5 lines.
MyDigi
(previously known as OCS)
1. Temporarily unavailable Services
2. Decomissioned Services
No | Features/ Services | Alternate Channel |
---|---|---|
13 | Send msg/ email to CS via OCS portal | For further enquiries, visit the Community OR Social Support. For feedback, E-mail us or call 016-2211800 |
14 | Caller Tunes | You can download the CallerTunes App at http://digi.my/ctapp |
15 | Digi iDeal | Not available |
16 | Remind Me | Not available |
17 | Send SMS – ie 3 free SMS/ day | Not available |
18 | Merchant Rewards (app only) | Visit digi.my/rewards to access Merchant Rewards. |
19 | Bonuslink registration | Visit digi.my/bonuslink to register for Bonuslink. |
6% Service Tax
Service Tax on Digi Prepaid as of 6 Sept 2018
Effective 1 Sept 2018, the Sales and Service Tax (SST) is introduced in accordance with the Sales Tax Act 2018 and Service Tax Act 2018. While the Sales Tax for taxable goods is set at various rates (5% and 10%), the Service Tax is fixed at 6% across taxable services, including telecommunication services, as outlined by the Royal Malaysian Customs Department.
Effective 6 Sept 2018, Prepaid reload services are exempted from 6% Service Tax for Malaysians based on Section 34(3)(a) of the Service Tax Act 2018.
For more details, please visit: https://mysst.customs.gov.my
General
1. How does the Service Tax apply to Digi products and services?
Service Tax of 6% is imposed on taxable services such as telecommunication services, effective 1 Sept 2018. Here is a summary of the Service Tax impact on Digi products and services:
6% GST | 0% GST |
Effective 1 Sept 2018 6% Service Tax |
||
---|---|---|---|---|
Goods | Device | Yes | Yes | No |
Tablet/Modem | Yes | Yes | No | |
Accessories | Yes | Yes | No | |
Device Upfront Fee (Broadband) | Yes | Yes | No | |
Monthly Device Fee (Broadband) | Yes | Yes | No | |
Device Upfront Fee (Postpaid) | Yes | Yes | No | |
Monthly Device Fee (Postpaid) | Yes | Yes | No | |
Device Upfront Fee (Corporate) | Yes | Yes | No | |
Monthly Device Fee (Corporate) | Yes | Yes | No | |
Reload Coupon | Yes | Yes | No | |
Charge to Main Balance | ||||
Services | Monthly Fees/ Commitment Fees | Yes | Yes | Yes |
Rate Plan/Device/ EPP Advance Payment | Yes | Yes | No | |
Device Leasing Payment | NA | Yes | No | |
Deposit | No | Yes | No | |
Adjustment | No | No | No | |
Fixed Charges i.e. Itemised Billing/ Add-on | Yes | Yes | Yes | |
Voice/SMS/Data | Yes | Yes | Yes | |
Freebies/Other Credit & Charges - Rebates/ Billing Discount | No | No | Yes | |
International Direct Dialing (IDD) | Yes | Yes | Yes | |
International Roaming | No | No | Yes | |
Domestic Roaming | Yes | Yes | Yes | |
Roaming Pass | No | No | Yes | |
Internet Top Up | No | No | Yes | |
Penalty Charges | No | No | No | |
Processing Fees | Yes | Yes | Yes | |
Standard/ Itemised Billing | Yes | Yes | Yes | |
Postpaid Talktime Transfer | Yes | Yes | Yes (6% on surcharge) | |
Prepaid Talktime Transfer | No | No | No | |
MVNO | Yes | Yes | No | |
MyDigi Rewards | Yes | Yes | No | |
Content Provider Service - General | ||||
Deezer Music | Yes | Yes | No | |
Spotify Music | Yes | Yes | No | |
Viu | Yes | Yes | No | |
KK Box | Yes | Yes | No | |
iflix | Yes | Yes | No | |
Caller Tunes™ | Yes | Yes | Yes | |
Other 3rd party CPA (3 series short code) | Yes | Yes | Yes | |
Gaming Partners | ||||
Google Play | No | No | No | |
Apple App Store | No | No | No | |
CPA service – Zakat & donation | No | No | No | |
Garena | Yes | Yes | Yes | |
Steam | Yes | Yes | Yes | |
Digi Store Online | ||||
Delivery Charges | Yes | Yes | Yes | |
Pay Over the Counter | ||||
SIM replacement | Yes | Yes | No | |
Change MSISDN | Yes | Yes | Yes | |
Kiosk | ||||
SIM replacement | No | Yes | No | |
Reload | NA | Yes | No |
2. How much does it cost for a SIM replacement from 1 Sept 2018 onwards?
Prepaid
1. How much will I get if I reload after 6 Sept 2018?
For non-Malaysians, prepaid reloads are still subject to 6% Service Tax.
Postpaid
1. Is 6% Service Tax applicable to all Malaysians and non-Malaysians alike come 1 Sept 2018?
2. What will I see in my monthly bill statement, starting from Sept 2018 onwards?
3. If there is a Service Tax charged on my monthly fees from 1 Sept 2018 onwards, what happens to the advance GST I had paid before 1 June 2018?
4. When I sign up for a phone bundle package before 1 Sept 2018 but activate my service after 1 Sept, do I still enjoy 0% GST?
Broadband
Prepaid Broadband
1. How much will I get if I reload after 6 Sept 2018?
For non-Malaysians, prepaid reloads are still subject to 6% Service Tax.
Postpaid Broadband
1. What will I see in my monthly bill statement in Sept 2018?
2. When I sign up for Digi Postpaid Broadband with a device contract before 1 Sept 2018 but activate my service after 1 Sept, do I still enjoy 0% GST?
3. In my Sept 2018 monthly Postpaid Broadband bill, there are some usages that cross over from Aug 2018. Will the 6% Service Tax be pro-rated or do I get a full refund?
Plans & Devices
1. How can i check my unbilled DiGi Postpaid™ transactions?
2. My line is barred. What should I do?
3. How do I activate International Roaming?
- Locate a payphone or local SIM and contact our Customer Service Assistant at +6016 221 1800
- Send an e-mail to help@digi.com.my
4. I am a principal line holder. How many supplementary lines can I have?
5. I am a Digi® Easy Prepaid subscriber. How come I can only call and SMS my Buddyzâ„¢ for FREE from 12.00am to 6.00pm daily, whereas my friend who just subscribed to Digi® Easy Prepaid enjoys 24-hour FREE voice calls and SMS to their Buddyzâ„¢?
6. How and when will I receive my Reload Bonusâ„¢?
7. My service has been going through intermittent interruptions – is DiGi undergoing system maintenance?
Devices
1. What is Device/IMEI blocking?
2. Do I need to pay extra for the Nano SIM card if I purchase the iPhone device bundle from Digi?
3. What is the EPP for DG SmartPlan?
4. Do other device bundles (i.e non-DG SmartPlan bundles) come with EPP?
5. Can I pay for my DG Smart Family device bundle via Easy Payment Plan (EPP)?
6. I already have a smartphone. Can I still sign up for DG SmartPlan?
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