CUSTOMER CHARTER FOR FAIR TREATMENT

1. 

Embedding Fairness, Inclusion, and Accessibility into Our Corporate Culture

• We will establish and uphold minimum standards for fair and inclusive practices in all customer interactions, ensuring financial services and products suit their circumstances while preserving the confidentiality of our customers’ information.
• We will provide staff with comprehensive training to recognise diverse customer needs and to deliver quality advice with empathy, sensitivity, and respect.
• We will actively encourage customer feedback and complaints, treating them as opportunities to improve our services and better serve all customers.

2.  Ensuring Fair and Transparent Terms for All Customers

• We will ensure that all contract terms and agreements are fair, inclusive, and communicated in accessible ways to all customers.
• Contracts and terms will be available in dual language, and the Malay copy will be shared upon request.
• Customers will be informed well before any changes to terms and conditions, and we will engage with them to address potential concerns, ensuring their rights are fully protected.

3.  Providing Clear, Relevant, and Accessible Information

• We will present product disclosure sheets and other information in clear, concise, and accessible formats tailored to customers’ needs.
• Key product features, fees, charges, risks, and benefits will be disclosed transparently, with particular care to avoid overwhelming financially vulnerable customers.
• Critical terms will be highlighted and explained clearly, with additional support available for customers requiring assistance to understand the information provided fully.

4.  Exercising Care, Skill, and Diligence in Customer Interactions

• Our marketing, sales, and advertising practices will adhere to principles of honesty and fairness, avoiding exaggerated or misleading claims.
• We will identify and mitigate conflicts of interest, ensuring customers’ best interests always take precedence.
• Staff remuneration and performance evaluations will prioritise customer satisfaction and adherence to fair treatment standards.

5.  Handling Customer Complaints Promptly, Fairly, and Inclusively

• A well-documented, accessible, and empathetic complaint-handling process will be in place, with clear options for redress, including mediation or escalation to independent bodies if necessary.
• Staff will be trained to handle complaints with professionalism, empathy, and an understanding of the challenges faced by customers and resolve the issues.
• Complaint trends will be regularly analysed, and corrective measures will be implemented to address systemic issues, emphasising preventing recurrence and improving inclusivity.

6.  Our Commitment to Financial Vulnerability and Accessibility

• We are committed to proactively identifying and assisting customers experiencing financial hardship. We will offer tailored solutions, such as flexible payment plans, to cater for their needs.
• We will make our services and facilities fully accessible, comply with accessibility standards, and provide reasonable accommodations.
• We will work with advocacy groups and stakeholders to continually improve our understanding of the needs of diverse customer groups and adapt our practices accordingly.