Client Charter
Instapay Commitment
Description
Fair, Timely and Transparent Service | Ensure, fair and transparent contracts or agreement Ensure, relevant and timely information in a product disclosure sheet Ensure any alteration of terms and conditions are notified within a reasonable timeframe Ensure to disclose key product features, fee and charges, risk and benefits in a clear and concise manner |
Timely, Reliable and Effective Service | Ensure feedback is taken seriously and resolved Ensure sales, advertising and marketing of our financial services and product is done with integrity. Ensure staff attending to customers to provide quality advice and recommendations |
Security and Privacy | Ensure to maintain, protect and safeguard, always, the privacy of your personal, banking and financial information as well as any other information which you have disclosed, shared, exchanged or otherwise provided to us |
We continuously work towards ongoing improvements, and any relevant enhancements to our processes and procedures will be incorporated into our Charter accordingly.
We Dedicate To
Service Level
Always provide customers with friendly and helpful service. | We will strive to provide updated, comprehensive and courteous service through our various service channels. |
Answer calls made to our Customer Centre promptly. | We will strive to respond to your call within 30 seconds during working hours. |
Answer written enquiries made to our Customer Centre promptly. | We will respond within 24-hours/one (1) business day, provided no follow up is required. If follow up and feedback is required, we will revert to customer no later than five (5) business days from the date enquiry is made. |
Provide customers with necessary information to make informed decisions. | Where applicable, we will provide updated information and promotion on our products and services through Instapay website and any other communication channels deemed suitable. |
Issuance of replacement card. | We will strive to ensure replacement cards are issued within 7 days. |
Issuance of renewal card. | We will strive to notify customers one (1) month in advance before the card expiry date. |
Resolve phone enquiries/complaints made to our Customer Centre | We will strive to resolve all phone queries made to our Customer Centre at 1300 13 5678 or 03 2786 5301 on the ‘First Contact’, provided no follow up is required. If follow up and feedback is required, we will revert to customer no later than five (5) business days from the date enquiry is made. |
Resolve written enquiries/complaints made to our Customer Centre | We will strive to resolve all written queries made to our Customer Centre within 24-hours/one (1) business day, provided no follow up is required. If follow up and feedback is required, we will revert to customer no later than five (5) business days from the date enquiry is made. |
Alternative Avenues for Dispute Resolution
If you are not satisfied with our response or decision, and if your complaint involves a sum of up to RM25,000, you may lodge your dispute to the Ombudsman for Financial Services (OFS), within 6 months from the date of our final decision or after 60 calendar days from the date of your dispute was first referred to us of which no response has been received from us, at the following address:
Ombudsman for Financial Services
OR
BNMTELELINK Jabatan LINK & Pejabat Wilayah
(Formerly known as Financial Mediation Bureau) Level 14, Main Block,Menara Takaful Malaysia, No. 4 Jalan Sultan Sulaiman, 50000 Kuala Lumpur Email: enquiry@ofs.org.my Website: www.ofs.org.my | If your complaint does not fall within the purview of the OFS, you may refer your complaint to the Laman Informasi Nasihat dan Khidmat (LINK) of Bank Negara Malaysia (BNM) | Bank Negara Malaysia P.O. Box 10922 50929 Kuala Lumpur Tel: 1-300-88-5465 Fax: +603 2174 1515 Email: bnmtelelink@bnm.gov.my Website: https://telelink.bnm.gov.my |
