Corporate Info

Corporate Info / Customer Service Charter

BACKGROUND

The Customer Service Charter (also referred to as Charter) was set up in 2011 with the intention to outline key commitments and service standards for all banks when providing service to customers. This Charter sets out our commitment to delivering a high standard of customer service. It outlines the services we offer, how to contact us and give us feedback on our products and services and how we can serve you better.

SERVICE STANDARDS

Pillar 1: Know Your Customer

Description:

To understand the customer profile that enables the bank to:

  • Anticipate the customer's needs and preference.
  • Offer products and services as per his/her requirements.

Expected Outcome:

BUILD TRUST

No Commitment Service Standards
1.1 We strive to help customers find the right product to suit his/her need/profile.

a. Knowledgeable staff is available to serve customer.

b. Customer's information is gathered during new account opening process to get to know the customer, which may include the completion of banking forms and asking for supporting documents.

c. Information on features and fees for the various products and services is available to customer through various channels (i.e. branch/brochures/contact centre/bank's website).

d. The bank conducts periodic customer satisfaction feedback/surveys to ensure that customer's needs are fulfilled.


Pillar 2: Timely and Efficient Service

Description:

Deliver seamless basic/general banking services wherein the customer is aware of:

  • Time that will be taken.
  • Broadly, the steps involved in executing their instructions.

Expected Outcome:

BEING RELIABLE

Service Level Target:

80% of the customers are served within the expected service level.

No Commitment Service Standards
2.1 We will set a clear expectation on time taken for various services. a. Information on time taken to deliver services to customer i.e. expected service standard is made available through various channels (i.e.branch/brochures/contact centre/bank's website).
2.2 We will serve customers promptly at our branch counter service.

Customer Waiting Time:

  • Within 10 minutes.

Customer Serving Time:

  • Within 5 minutes for simple transactions e.g. single transaction, cash withdrawals.
  • Within 20 minutes for complex transactions e.g. Remittance /FD/ TD Transaction.
2.3 We will efficiently attend to account applications at our branch counter service.

Account Application Turnaround Time

(From full documents and information received).

a. Open Basic Savings Account-i

  • New Customer : within 20 minutes.
  • Existing Customer : within 10 minutes.

b. Open Basic Current Account-i (Electronic Current Account-i)

  • New Customer : within 20 minutes.
  • Existing Customer : within 10 minutes.

c. Close Account Turnaround Time

  • Basic Savings Account-i : within 10 minutes.
  • Basic Current Account-i (Electronic Current Account-i): within 20 minutes.

Note: This does not take into account onboarding process – banks have their own onboarding process/introduction to banks' products and services.

Issuance of ATM or Debit Card.

Within same business day of opening savings account.

2.4 We will efficiently attend to banking transactions.

Executing foreign currency remittance

Refer to Bank Rakyat Internet Banking (www.irakyat.com.my), Indoor Digital Media (IDM) and teller at branches for the available currencies and rates under remittance.

a. Inward – upon completion of customer payment details.

  • Before 12.00 p.m. : credited on the same day.
  • After 12.00 p.m. : credited on next working day.

b. Outward – processing time : 1.00 p.m.

  • Before 1.00 p.m. : processed on the same day.
  • After 1.00 p.m. : processed on next working day.

Note: The date of receiving funds subject to completeness of information and extent of checks/due diligence performed by individual banks.

2.5 We will efficiently attend to product applications.

Product Application Turnaround Time.

(From full documents and information received by the bank)

a. Credit Card-i Application: Within 3 working days + time taken to post the card.

b. Hire Purchase-i Application: Within 2 working days.

c. Home Financing-i (individual): Within 5 working days.

d. Financing Application (Small & Medium Enterprise- SME): Within 3 weeks.

e. Financing Application (Personal Financing-i): 3 working days.

f. Pawn Broking-i : Within 20 minutes for one transaction.
(subject to the number of pawned items and gold carat test)

2.6 We will follow through and provide the requisite updates to customer's queries.

a. Phone

  • Where no follow up is required – Immediate such as first call resolution.
  • Where follow up is required – Within 3 working days from date of 1st call.
  • Where enquiry is complex, bank will provide a reasonable timeframe and keep the customer updated accordingly.

b. Written (Email, fax, letter, social media)

  • • For e-mail

i. Provide acknowledgement response automatically/within 24 hours (if the email is addressed to telerakyat@bankrakyat.com.my

ii. Respond within 3 working days from date of receipt of enquiry if enquiry is not complex.

  • For letter or fax

i. Provide timeframe and keep customer updated upon receipt.

  • For social media

i. Respond within 3 working days from date of receipt of enquiry if enquiry is not complex.

Note: Where enquiry is complex, bank will provide a reasonable timeframe and keep the customer updated accordingly.

c. Counter

  • Where no follow up is required, bank will endeavor to provide first touch point resolution immediately.
  • Where follow up is required – within 3 working days from date of 1st visit.
  • Where enquiry is complex, bank will provide a reasonable timeframe and keep the customer updated accordingly.
2.7 We will address customer's complaints/issues consistently and promptly.

a. Acknowledge customer's complaints/issues within 24 hours of a working day.

b. Communicate clearly on the complaint/issue.

c. Address the complaint/issue in an equitable, objective and timely manner by informing customer on bank's decision no later than 14 calendar days from the date of the receipt of the complaint.

d. Keep customer updated if unable to address issues within the stipulated timeframe.

e. Provide information on escalation to higher alternative avenues if the queries are not to the customer's satisfaction at first instance.

Note: Complaints management is governed by the guidelines spelt out by Bank Negara Malaysia (BNM) and banks will operate accordingly.

Pillar 3: Transparent & Personable Service

Description:

Endeavour to deliver the customer experience wherein the customer:

  • Is given access to products and services related information.
  • Is handled by competent and knowledgeable staff who will strive to provide good service.

Expected Outcome:

BETTER ENGAGEMENT

No Commitment Service Standards
3.1 We are open and transparent in our dealings.

The following information is made available through any of the various channels of communication such as branch/brochures/contact centre/bank's website:

a. Syariah contract applicable, fees, charges, late payment charges and relevant profit rates and obligations in the use of a banking product or service.

b. Product related details (i.e. product disclosure sheets, terms and conditions) are shared at the point of sale.

3.2 We train our bank personnel to have adequate knowledge to advise and assist customers on banking products and services. Sales personnel/Personal Financial Advisor/Relationship Manager is knowledgeable about the bank's products and services.
3.3 We provide customers a personable service experience.

a. First Impressions

  • Acknowledge customer when customer walks in/approaches the bank counter.
  • Offer to assist the customer.

b. Understand the customer's needs

  • Ask questions to understand what the customer wants.
  • Listen attentively to the customer.

c. Handle the queries/instructions

  • Provide options that meet customer's needs.
  • Use simple words and explanations with the customer.
  • Perform end to end follow-up until customer's issue is resolved.

Pillar 4: Banking Made Accessible

Description:

Offer an engagement model wherein the customer is aware of:

  • Multi-channel options.
  • Accessibility.

Expected Outcome:

PROVIDE CONVENIENCE OF BANKING FOR CUSTOMER'S PEACE OF MIND

No Commitment Service Standards
4.1 We are easily accessible via various channels i.e. physically & virtually.

Customer is kept informed on the physical and virtual channels available to him/her, using the various modes of communication such as branch/ brochures/contact centre/bank's website.

Specifically, the customer has access to the following:

  • List of physical channels: Branches & self-service machines.
  • List of virtual channels : Contact Centre (1-300-80-5454) and internet banking (www.irakyat.com.my).
  • Official social media channel:

I. Instagram - @myBankRakyat

II. Facebook – https://www.facebook.com/myBANKRAKYAT/

III. Twitter - @myBankRakyat

Note: Channel availability may vary from bank to bank and customer will be informed of the same.

4.2 We provide customers with efficient services via our virtual platforms outside of normal banking hours. Strive to ensure that our virtual channels meet the following target service levels:
  • Self-service terminal (service uptime/month) – at least 95% of the time measured by machines on a monthly basis.
  • Contact Centre (if any) – At least 80% calls are to be answered within 45 seconds.
  • Internet banking (service uptime/month) - 98%
4.3 We inform customers on the various options for more convenient banking.

Share with the customer the various options for performing transactions through alternate channels, depending on the banks channel presence and where applicable.

This can be done via any of the following means:

  • Engagement by the bank personnel.
  • Signage to guide the customer.
  • Campaigns and brochures.
  • Corporate website.
  • i-Rakyat
  • Social Media
4.4 We actively seek thoughts and suggestions on how banks can serve customers better.

Provide channels for customer to render feedback via:

Bank Rakyat

Menara 1, Menara Kembar Bank Rakyat

No.33, Jalan Rakyat, KL Sentral

50470 Kuala Lumpur

Telephone: 1-300-80-5454

  • Official social media channel :

I. Instagram - @myBankRakyat

II. Facebook – https://www.facebook.com/myBANKRAKYAT/

III. Twitter - @myBankRakyat

  • Branch (branch location is made available on Bank's website).
  • Periodic customer satisfaction surveys.

Other channels for the resolution of disputes

If you are dissatisfied with the results or the manner in which your complaint is handled, you may refer to any of the following:

a. Bahagian Laman Informasi Nasihat & Khidmat (LINK) di Bank Negara Malaysia

Pengarah,
LINK & Pejabat Wilayah
Bank Negara Malaysia
Peti Surat 10922
50929 Kuala Lumpur

Tel         : 1-300-88-5465 (LINK)
Fax       : 03-2174 1515 
E-mail     : bnmtelelink@bnm.gov.my
 

b. Ombudsman for Financial Services (Ombudsman Perkhidmatan Kewangan) – an independent body set up for the resolution of disputes between financial service providers and the public.

(formerly known as Biro Pengantaraan Kewangan or Financial Mediation Bureau)

Tingkat 14, Blok Utama Menara Takaful Malaysia,
No. 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur.

Tel : 03-2272 2811

Fax : 03-2272 1577

E-mail : enquiry@ofs.org.my

Website : www.ofs.org.my

c. Association of Development Finance Institutions of Malaysia (ADFIM) (Persatuan Institusi-institusi Kewangan Pembangunan Malaysia)

Aras 10, Menara SME Bank,
Jalan Sultan Ismail,
50774 Kuala Lumpur.

Tel : 03-2694 9871

Fax : 03-2694 1673

Website : www.adfim.com.my