Our Commitment in Ensuring a Fair Treatment (SEFT)
At Bank Islam, your safety and trust are our top priorities. In line with Bank Negara Malaysia’s (BNM) Secure and Fair Treatment (SEFT) framework, we are committed to ensuring that you are protected, respected, and supported—especially in situations involving online fraud or unauthorised transactions.
Here’s how we meet BNM’s requirements to safeguard your interests:
1. Fraud Awareness and Customer Education
We believe that knowledge is your first line of defence. Bank Islam continuously educates customers about scams and fraud tactics via:
▪ Alerts and security tips on our website, mobile app, and official social media channels.
▪ A dedicated fraud hotline, so you can get immediate help when you suspect suspicious activity.
▪ Well-trained customer service teams and Branch Officer who are ready to assist you with fraud-related queries and concerns.
2. Investigation and Assessment of Fraud Cases
If you report a suspected fraud case, we will:
▪ Thoroughly investigate your case with urgency and fairness.
▪ Acknowledge your report within 3 working days – Please submit your copy of Police Report at your nearest branch.
▪ Assess your claim fairly, in accordance with BNM guidelines—this ensures that both customer actions and bank safeguards are considered.
3. Transparent Communication of Final Outcome
Once an investigation is complete, we will:
▪ Inform you of the outcome, including whether any compensation is granted.
▪ Explain the reasoning behind our decision, especially how we assessed responsibility and risks.
Our goal is to provide you with transparency and fairness throughout the entire process.
4. Provisional Credit (When Applicable)
In certain situations (if the investigation would require more than 14 working days), we may offer you a temporary credit of up to RM5,000 during our investigation. This is to ease your burden while the case is being reviewed.
If it’s later determined that the bank is not at fault and the funds need to be returned but remain unpaid after 6 months, we will report the case to CCRIS, as required by BNM.
5. Regular Reviews
To ensure continuous improvement and fairness, we undergo periodic reviews of:
▪ Our awareness and customer education efforts
▪ The effectiveness of our fraud investigations
▪ The robustness of our fraud detection and control systems
These reviews are presented to our Board to ensure strong governance and strategic focus on protecting you.
You’re Not Alone
Bank Islam stands firmly by your side in the fight against fraud. We continue to upgrade our systems, educate our customers, and train our staff—all to make sure you receive the secure and fair treatment you deserve.
If you need help or suspect fraud, contact our 24/7 Fraud Hotline at +603 26 900 900 or email to contactcenter@bankislam.com.my or call National Scams Response Center (NSRC) at 997 from 8am to 8pm daily, immediately.
