Introduction
The Customer Service Charter sets out our commitment to delivering a high standard of customer service. It outlines the type of service we aim to provide, how to contact us and give us feedback, particularly if anything goes wrong and how you can assist us to better serve you.
Key Commitments
We will continuously work towards improving the standards of service and our bank’s relationship with you will be guided by the following key principles:
a. Accountability
I) All our products and services comply with relevant laws and regulations of Malaysia.
II) We will explain and help you understand the financial benefits of our products and services that you are interested in, how they work and the risks involved.
b. Fairness
I) We will act fairly and reasonably towards you in a consistent and ethical manner.
II) We will establish a clear set of procedures to ensure that any dispute between us will be resolved fairly and quickly. For more details on our complaints procedure, please visit www.ambankgroup.com We will tell you how to make your complaint as well as our procedures for handling them fairly and quickly.
c. Privacy
I) We will treat all your personal information as private and confidential and ensure the safety and security of the usage of your information.
II) We will not use your personal information for our own marketing purposes if you inform us that you object to this practice.
III) We will comply at all times with the provisions of the Personal Data Protection Act 2010.
d. Reliability
I) We will co-operate as an industry so that you enjoy secure and reliable banking and payment systems you can trust.
e. Transparency
I) We will provide you with clear, relevant and timely information to help you make an informed decision about our products and services. Where applicable, a set of Terms and Conditions relating to each banking product or service will be made readily available to you with all the fees, charges, penalties and relevant interest rates, your liabilities and obligations in the use of a banking product or service highlighted.
II) We will inform you, through various channels (eg over the internet, by telephone or at our branches) of available products and services. You can contact your bank for information or provide feedback through these channels.
If you have enquiries, concerns or comments please call, write, e-mail or fax us at:-
Bank’s Name : AmBank (M) Berhad
Address : PO Box 12617 GPO Kuala Lumpur 50784 Kuala Lumpur
Tel : 03-2178 8888
Fax : 03-2171 3171
Email : customercare@ambankgroup.com
OR
Call ABMConnect : 1-300-88-9980 (toll free number) or
Log on to eABMConnect http://www.abm.org.my
The Association of Banks in Malaysia
34th Floor, UBN Tower
10 Jalan P Ramlee
50250 Kuala Lumpur
Fax : 03-2078 8004
Standards of Service
As we work towards improving our standards of service, we aim to provide our service efficiently and effectively. To this end, we have set out below the time frames within which you can expect us to deliver the respective services.
I. We are commited to making banking easy.
| 1. |
Aim to serve the majority of customers promptly in all our
branches |
Within 2 minutes |
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| 2. |
Aim to provide you with friendly and helpful service whenever you deal with us |
Conduct Customer Satisfaction Index survey every 6 months |
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| 3. |
Help you to make the right choices for your money and you |
Get customers to rate the help given
(randomly by sampling) |
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4. |
Aim to answer your call promptly when you call us at any of our branches or call centres |
Branch: Within 3 rings.
Call Centre: To answer 80% of the calls within 20 seconds |
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| 5. |
Aim to open a Basic Savings Account promptly |
Within 12 minutes |
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| 6. |
Aim to open a Basic Current Account promptly |
Within 12 minutes |
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| 7. |
Issue you with a cheque book promptly |
Within 3 business days of opening Current Account or within 3 business days of the Bank receiving your application for a new cheque book |
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| 8. |
Issue ATM Card promptly |
Within 1 business day of opening Savings Account or Current Account |
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| 9. |
Clear cheques promptly |
Local cheques and Outstation cheques:
Within 3 business days
|
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| 10. |
To help customers manage their accounts, provide loan statements |
Personal Financing and Home Financing:
On a yearly basis/at your specific request |
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| 11. |
Issue demand drafts (Local and foreign currency) promptly |
Average TAT
Local: 7 minutes
Foreign: 14 minutes |
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| 12. |
Execute foreign currency remittances |
By 1p.m. of value date |
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13. |
Close Current/Savings Account |
Average TAT
Current Account: 9 minutes
Savings Account: 6 minutes |
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II. We are commited to helping when you need us.
| 1. |
Aim to answer your call promptly when you call us at any of our branches or call centres |
Branch: Within 3 rings
Call Centre: To answer 80% of the calls within 20 seconds |
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| 2. |
Aim to resolve counter enquiries promptly |
Where no follow up is required, within 1st visit
Where follow up is required, within 3 days of 1st visit
Where enquiry is complex, provide time frame within which response can be made |
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| 3. |
Aim to resolve phone enquiries promptly |
Where no follow up is required, within 1st call.
Where follow up is required, between 3 working days of 1st call.
Where enquiry is complex, escalate to an officer who can deal with the enquiry. If the enquiry cannot be satisfactorily dealt with, then officer must provide time frame within which response can be made |
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| 4. |
Respond to e-mail, letter or fax enquiries promptly |
Provide automated response to acknowledge receipt of e-mail
Respond within 2 business days from date of receipt of enquiry if enquiry is not complex
Where enquiry is complex, provide time frame within which response can be made |
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III. We are commited to listening.
| 1. |
Resolve customer complaints fairly, consistently and promptly |
Aim for 80% of customers to be satisfied with the way their complaint has been handled. |
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| 2. |
Publish the most common complaints (on our website) |
Twice a year |
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| 3. |
Actively seek your thoughts and suggestions on how we can better serve you |
Get customer to complete and submit feedback forms |
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IV. We are commited to processing your application quickly (if we offer any of the following products)
| 1. |
Credit Card application |
Within 2.5 business days upon receipt of all required documents and information having been received by the Bank |
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| 2. |
Hire Purchase application |
Within 1 business days upon receipt of all required documents and information having been received by the Bank |
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| 3. |
Loan application |
Within 2 business days upon receipt of all required documents and information having been received by the Bank |
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