NORTHBRIDGE CONSULTING AND TRAINING
HRD Corp Claimable
Northbridge Regulatory Practice · NB-RCM Pathway
Regulatory Reporting and Breach Documentation
A one day follow-on programme in the NB-RCM pathway. The file the regulator actually reads.
We translate regulatory intent into operations.
RM2,000
Per Participant, Bundled with NB-RCM
30+
Years Licensee-Side Experience
Why This Programme
A closed complaint is not the end of the file. This programme trains what happens to the record next.
NB-RCM trains diagnosis and classification. This programme trains the other half of the operational cycle: turning a complaint record into documentation and reporting that stands up to regulatory scrutiny.
A breach documentation file is read by someone who was not in the room. It has to carry its own evidence, its own reasoning, and its own defensibility, without you there to explain it.
Grounded in the Communications and Multimedia Act's civil penalty provisions and the reporting, monitoring, and retention requirements of the General Consumer Code of Practice, the programme is delivered as a direct continuation of the NB-RCM diagnostic methodology.
Who It Is For
Built for the people who carry this stage of the complaint.
Compliance and Regulatory Affairs
Officers responsible for breach risk, regulatory reporting, and the organisation's complaint record.
Team Leads and Supervisors
Staff who have completed NB-RCM and produce the complaint records that feed into regulatory reporting.
Customer Care Operations
Managers who own the documentation standards behind complaint resolution and reporting.
NB-RCM Graduates
Anyone who has completed the core programme and now needs the reporting and documentation skill set.
Programme Structure
One day. Reporting and Documentation
How a licensee's complaint record feeds into CFM and MCMC reporting, and how to build a breach documentation file and reporting file that hold up under review.
- CFM and MCMC reporting obligations, and where your complaint record feeds in
- Building a breach documentation file that holds up: the Act's civil penalty provisions and GCC compliance monitoring
- From raw complaint record to structured documentation entry
- Reading pattern level signals across a complaint set that indicate a recurring compliance issue
- Building the regulator ready reporting file, and the correct record retention standard
- Case work: the full reporting and documentation cycle, end to end
Outcomes
What your teams leave with.
A repeatable method for converting a raw complaint record into structured breach documentation
The ability to read a complaint set for pattern level signals of a recurring compliance issue
A finished reporting file structured for CFM or MCMC review, at the correct retention standard
Programme Fee
RM2,000 · per participant, 1 day
This rate applies when booked together with NB-RCM. Taken standalone or added after the core booking, the rate is RM3,000 per participant.
HRD Corp Claimable
The Pathway
Regulatory Reporting and Breach Documentation builds directly on NB-RCM.
NB-RCM: Regulatory Complaint Management for Communications Providers
The foundation course. A repeatable methodology for diagnosing and classifying complaints against regulatory requirements, and recognising when a complaint is also a breach risk.
Complaint Mediation
The companion follow-on module: resolving escalated complaints through structured mediation without creating new regulatory exposure.
Facilitators
Decades on the licensee side. Not observers of the industry, operators in it.
Siti Amelda Suraya binti Abdul Halim
Lead Trainer & Head of Learning · HRD Corp Accredited Trainer · Northbridge
Twenty-two years at Telekom Malaysia in regulatory strategy, universal service provision, MCMC liaison, quality of service, and parliamentary representation, followed by a senior industry role heading compliance and complaint operations in a regulatory and diagnostic capacity.
HRD Corp Accredited Trainer
TTT Certified · August 2025
MSc IT Management · UTM
22 Years · Telekom Malaysia
Kamal Bahrein Baharuddin
Principal Regulatory Counsel · Subject Matter Expert · Northbridge
Over 33 years of combined legal and regulatory experience, including 29 years at Telekom Malaysia leading consumer regulatory strategy, consumer code compliance, and MCMC liaison. All regulatory content in this programme is reviewed by him for legal accuracy before delivery.
33 Years · Legal & Regulatory
Advocate & Solicitor · Legal Practice
29 Years · Telekom Malaysia
MCMC & Policy Maker Liaison · Group Level
Independence. Northbridge Consulting and Training is an independent training and advisory firm. This programme references publicly available laws, licence conditions, and registered regulatory instruments for educational purposes. Northbridge is not affiliated with, endorsed by, or acting on behalf of any regulator, industry forum, or code administrator.
Enquiries
Ready to build a complaint record that protects the organisation?
Tell us your team size and preferred dates. We will respond with a quotation and proposed schedule.
info@northbridge.com.my · northbridge.com.my