Customer Service Charter

Introduction

The Customer Service Charter sets out our commitment towards delivering a high standard of customer service to our customers. 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 our service and our Bank’s relationship with you will be guided by the following key principles:

a. Accountability

  1. All our products and services comply with the relevant laws and regulations of Malaysia.
  2. 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

  1. We will act fairly and reasonably towards you in a consistent and ethical manner.
  2. We will establish a clear set of procedures to ensure any dispute will be resolved fairly and quickly. For more details on our complaint procedure, please visit www.ambankgroup.com. We will tell you how to lodge a complaint as well as our procedures in handling them fairly and quickly.

c. Privacy

  1. We will treat all your personal information as private and confidential and ensure the safety and security of the usage of your information.
  2. We will not use your personal information for marketing purposes if you inform us beforehand.
  3. We will comply with the provisions of the Personal Data Protection Act 2010 at all times.

d. Reliability

We will co-operate as an industry so that you enjoy a secure and reliable banking as well as payment systems you can trust.

e. Transparency

  1. 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 available to you with all the fees, charges, penalties and relevant interest rates, your liabilities and obligations in the use of a specific banking product or service.
  2. We will inform you, through various channels (eg over the internet, 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
E-mail : customercare@ambankgroup.com

OR

Call ABMConnect : 1-300-88-9980 (toll free number) or Log on to eABMConnect

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 serve you efficiently and effectively. As such, we have set the turnaround time for us to deliver each respective service as stated below:

I. We are committed to making banking easy.

Target/Goal
1 Aim to serve the majority of customers promptly in all our branches Within 2 minutes
2 Aim to provide you with friendly and helpful service whenever you deal with us Conduct Customer Satisfaction Index survey every 6 months
3 Help you to make the right choices for your money and you Get customers to rate the help given (randomly by sampling)
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
5 Aim to process the opening of a Basic Savings Account promptly Within 10 minutes
6 Aim to open a Basic Current Account promptly Within 10 minutes
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
8 Issue ATM Card promptly Within 1 business day of opening Savings Account or Current Account
9 Clear cheques promptly Local cheques and Outstation cheques:
Within 3 business days
10 Help customers manage their accounts by providing loan statements Personal Financing and Home Financing:
On a yearly basis/at your specific request
11 Issue demand drafts (Local and foreign currency) promptly Average TAT
Local: 7 minutes
Foreign: 14 minutes
12 Execute foreign currency remittances By 1p.m. of value date
13 Close Current/Savings Account Average TAT
Current Account: 9 minutes
Savings Account: 6 minutes

II. We are committed to helping when you need us.

Target/Goal
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
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
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
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
5 Provide prompt assistance if your ATM or Credit Card is lost or stolen Replacement of ATM Card will be issued within the same business day

Replacement of Credit Card will be issued by the next business day

III. We are commited to listening.

Target/Goal
1 Resolve customer complaints fairly, consistently and promptly Aim for 80% of customers to be satisfied with the way their complaint has been handled.
2 Publish the most common complaints (on our website) Twice a year
3 Actively seek your thoughts and suggestions on how we can serve you better Get customer to complete and submit feedback forms

IV. We are commited to processing your application quickly (if we offer any of the following products)

Target/Goal
1 Credit Card application Within 2.5 business days upon receipt of all required documents and information having been received by the Bank
2 Auto Finance application Within 1 business days upon receipt of all required documents and information having been received by the Bank
3 Loan application Within 2 business days upon receipt of all required documents and information having been received by the Bank

Additional avenues of resolving disputes

If you are not satisfied with the outcome of your complaint or how it was handled, you may refer the matter to any of the following bodies:

  1. BNMLINK – a complaint resolution arm of Bank Negara Malaysia

    Call BNMTELELINK : 1-300-88-5464 (LINK) (toll free number) or
    E-mail to bnmtelelink@bnm.gov.my

    Laman Informasi Nasihat dan Khidmat (LINK)
    Tingkat Bawah, Blok C
    Bank Negara Malaysia
    Peti Surat 10922
    50929 Kuala Lumpur
    Fax : 03-2174 1515

    Website : http://www.bnm.gov.my/bnmlink

  2. ABMConnect – an avenue set up by The Association of Banks in Malaysia to handle public enquiries and complaints on banking matters

    Call : 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

  3. Financial Mediation Bureau – an independent body set up to help settle disputes between financial service providers who are its members and the public.

    Call : 03-2272 2811 or
    Log on to http://www.fmb.org.my or
    E-mail to enquiry@fmb.org.my

    Financial Mediation Bureau
    Level 25
    Dataran Kewangan Darul Takaful 4
    Jalan Sulaiman
    50000 Kuala Lumpur

    Fax : 03-2274 5752