Corporate Info
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:
Customer Serving Time:
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| 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
b. Open Basic Current Account-i (Electronic Current Account-i)
c. Close Account Turnaround Time
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.
b. Outward – processing time : 1.00 p.m.
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 Application (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. |
| 2.6 | We will follow through and provide the requisite updates to customer's queries. |
a. Phone
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b. Written (Email, fax, letter, social media)
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.
i. Provide timeframe and keep customer updated upon receipt.
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. |
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c. Counter
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| 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
b. Understand the customer's needs
c. Handle the queries/instructions
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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:
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:
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| 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:
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| 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 Telephone: 1-300-80-5454
I. Instagram - @myBankRakyat II. Facebook – https://www.facebook.com/myBANKRAKYAT/ III. Twitter - @myBankRakyat
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. Customer Contact Centre (BNMTELELINK)
Telephone : 1 300 88 5465
Webform (eLINK )*: https://telelink.bnm.gov.my
Website : www.bnm.gov.my
Operating hours: 9.00 a.m. - 5.00 p.m. (Monday - Friday, close on public holiday)
BNMLINK (strictly by appointment)
4th Floor, Podium
AICB Building
No. 10, Jalan Dato’ Onn
50480 Kuala Lumpur 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)
Level 14, Main Block, 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)
Level 10, Menara SME Bank, Tel : 03-2694 9871 Fax : 03-2694 1673 Website : www.adfim.com.my |
At Bank Rakyat, we are committed to treat our customers fairly. We believe in building long-term and mutually beneficial relationships with our clients. This Charter specifies our commitment to provide high standard of fairness in our dealings to protect the interests and financial well-being of our clients.
- Embedding fair dealing in our corporate culture and core values
- We will set minimum standards on fair business practices in all dealings with our clients. This includes providing financial services or products suitable to our clients’ financial circumstances and preserving the confidentiality of our clients’ information;
- We will train our staff on desired conduct and behaviour to deliver fair outcomes to financial consumers;
- We will take clients’ feedback seriously and provide immediate constructive feedback to our staff.
- Fair and transparent terms
- We will ensure that the terms in our contracts or agreements are fair, transparent, and well communicated to clients;
- We will ensure that terms and conditions set out the respective rights, liabilities and obligations clearly and as far as possible in plain language;
- We will ensure that the terms and conditions in contracts or agreements are not altered without prior notification to clients.
- We will ensure all terms and conditions are Shariah compliant at all time.
- Clear, relevant and timely information on financial services and products
- We will provide clients with relevant and timely information in a product disclosure sheet;
- We will disclose key product features, fees and charges, risks and benefits in a clear and concise manner;
- We will ensure critical terms are brought to clients’ attention and explained to the clients.
- Exercise due care, skill and diligence when dealing with clients
- We will conduct sales, advertising and marketing of our financial services and products with integrity and will not make false or exaggerated claims;
- We will avoid at actual or potential conflicts of interest;
- We will ensure key performance indicators relating to fair treatment of clients are part of staff remuneration.