Customer Service Charter

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1 Customer Service Charter

2 Introduction This Customer Service Charter sets out our commitment to deliver the highest standard of customer service. It outlines the types of services we will endeavour to provide and the various channels for customers to share feedback. Key Principles We will continuously work towards improving the Standards of Service at Citibank. Our Bank s relationship with customers will be guided by the following key principles: a. Accountability i) Our products and services comply with the relevant laws of Malaysia. We will endeavour to explain and help customers understand the financial benefits of our products and services, how they work and the risks involved. b. Fairness i) In our interfaces, we will act fairly and reasonably in an ethical manner. i We will establish a clear set of procedures to ensure that any dispute between us will be resolved fairly and quickly. For more details on our complaints procedure, please visit We will not discriminate against age or gender and will make available products and services on the same terms as for other customers. c. Privacy i) We will treat customers personal information as private and confidential, while ensuring the safety and security of the usage of this information. We will not use customers personal information for our own marketing purposes if customers have informed us that they object to this practice. 2

3 d. Reliability i) We will co operate as an industry so that customers enjoy secure and reliable banking and payment systems they can trust. e. Transparency i) We will provide clear, relevant and timely information to help customers make informed decisions about our products and services. Where applicable, the relevant documentations including a set of Terms and Conditions relating to each banking product or service will be made available to customers with all the fees, charges, penalties and relevant interest rates, their respective liabilities and obligations in the use of a banking product or service highlighted. We will keep customers informed, through various channels (e.g. over the internet, by telephone, e mail or at our branches) of available products and services. Customers may contact us for information or provide feedback through these channels. If you have enquiries, concerns or comments please call, write, e mail or fax us at: Bank s Name : Citibank Berhad Address : Customer Service Centre, No. 165 Jalan Ampang, PO Box 11725, Kuala Lumpur Tel : Fax : (for non account related or nonconfidential query and feedback only) You may also log on to our website for full list of ways to contact us. OR Call ABMConnect: (toll free number) or Log on to eabmconnect The Association of Banks in Malaysia 34 th Floor, UBN Tower 10 Jalan P Ramlee Kuala Lumpur Fax:

4 Standards of Service As we work towards improving our Standards of Service, we aim to provide our service efficiently and effectively. To this end, we have set out below the time frames within which you can expect us to deliver the respective services. I. We are committed to making banking easy. 1. Serve the majority of customers promptly at all our branches. We will endeavour to serve customers within the first 15 minutes at our branches *. *However there may be certain peak periods whereby the wait time may extend beyond 15 minutes. 2. Provide customers with friendly and helpful service. 3. Provide customers with the necessary information to make informed decisions. We will endeavour to provide updated, comprehensive and courteous service through a multitude of touch points such as at our branches, 24/7 call centre, online banking and ATM. Where applicable, we will provide a Product Disclosure Sheet/ Product Sheet which will assist you in making an informed decision on our products. Updated information on our products and services are also available on our e channels. 4. Answer calls made to our call centre. Responses to our Automated Voice Response (AVR) enquires are instant. When wishing to speak to an Officer, we will endeavour to answer calls within the first 30 seconds*. *However there may be certain peak periods whereby the wait time may extend beyond 30 seconds. 5. Basic savings account or checking account opening. For all new to bank deposit account opening, we will endeavour to help customers to do so within 30 minutes, from the point of being attended to, provided customers have completed all the necessary documents required by the Bank and are physically present at the branch*. *However this may not apply for joint accounts. 4

5 6. Cheque book issuance (checking account only). Cheque books will be mailed out or be made available for hand collection at specified branches, no later than three (3) business days after successful opening of checking account. 7. ATM card issuance. ATM cards will be made available within the same business day of your savings account or checking account being opened. Otherwise, ATM cards will be mailed out. 8. Cheque clearance. For local cheques received before 4 p.m. on a business day for clearing, funds will be made available by 9 p.m on the next business day. 9. Help customers manage their accounts, and provide loan/ financing statements. We will provide customers with a monthly or annual statement depending on the product type. 10. Checking/ savings account closure. We will attend to customers deposit account closure request within the same business day upon receipt of request (before 3 p.m.). II. We are committed to helping when you need us. 1. Resolve counter enquiries at our branches. We aim to resolve all counter queries made at our branches within the first visit made, provided no follow up is required. If follow up and feedback is required, we will revert to the customer no later than five (5) business days from receiving the enquiry*. *However, should the enquiry be complex, we will attend to the customer in an efficient and timely manner, and keep the customer updated on the progress. 2. Resolve phone enquiries made via our call centre. We aim to resolve all phone queries made via our call centre within the first call, provided no follow up is required. If follow up and feedback is required, we will revert to the customer no later than five (5) business days from receiving the enquiry*. *However, should the enquiry be complex, we will attend to the customer in an efficient and timely manner, and keep the customer updated on the progress. 5

6 3. Respond to written enquiries made to our correspondence addresses as listed on our website If follow up and feedback is required, we will revert to the customer no later than five (5) business days from receiving the enquiry*. *However, should the enquiry be complex, we will attend to the customer in an efficient and timely manner, and keep the customer updated on the progress. 4. Lost or stolen ATM/ debit card or credit card. ATM/ debit card replacement will be issued instantly at all branches during banking hours for hand collection only. Credit card replacement will be issued within one (1) hour at selected branches during banking hours for hand collection only. Otherwise, all cards will be issued and couriered out to the customer within five (5) business days upon receipt of request. III. We are committed to listening. 1. Seek your thoughts and suggestions on how we can better serve you. Customers may provide us feedback at our website via an online form. IV. We are committed to processing your application quickly. 1. Applications will be processed in an efficient and speedy manner. We will endeavour to process applications efficiently and speedily, in accordance to our internal policies, provided all necessary and completed documents have been submitted to us. 6

7 Additional avenues of resolving disputes If you are not satisfied with the outcome of your complaint or how it was handled, you may refer the matter to either of the following bodies: 1. BNMLINK a complaint resolution arm of Bank Negara Malaysia Call BNMTELELINK: (LINK) (toll free number) or E mail to: Laman Informasi Nasihat dan Khidmat (LINK) Tingkat Bawah, Blok D Bank Negara Malaysia Peti Surat Kuala Lumpur Fax: Website: 2. ABMConnect an avenue set up by The Association of Banks in Malaysia to handle public enquiries and complaints on banking matters Call: (toll free number) or Log on to eabmconnect The Association of Banks in Malaysia 34 th Floor, UBN Tower 10 Jalan P Ramlee Kuala Lumpur Fax: Financial Mediation Bureau an independent body set up to help settle disputes between financial service providers who are its members and the public. Call: or Log on to or E mail to fmb.org.my Financial Mediation Bureau Level 25 Dataran Kewangan Darul Takaful No. 4, Jalan Sultan Sulaiman Kuala Lumpur Fax:

8 Piagam Perkhidmatan Pelanggan 8

9 Pengenalan Piagam Perkhidmatan Pelanggan ini menyatakan keazaman kami untuk menyediakan tahap perkhidmatan pelanggan yang tertinggi. Piagam ini menggariskan jenis jenis perkhidmatan yang kami berusaha untuk sediakan dan pelbagai saluran untuk pelanggan berkongsi maklum balas mereka. Prinsip Utama Kami akan terus berusaha untuk meningkatkan Tahap Perkhidmatan di Citibank. Perhubungan Bank kami dengan pelanggan akan berpandukan prinsip prinsip utama yang berikut: a. Bertanggungjawab i) Produk dan perkhidmatan kami mematuhi undang undang yang berkaitan di Malaysia. Kami akan berusaha untuk menerangkan dan membantu pelanggan memahami manfaat kewangan yang boleh didapati daripada produk dan perkhidmatan kami, bagaimana ia berfungsi serta risiko risiko yang terlibat. b. Keadilan i) Kami akan bertindak secara adil dan munasabah, dan dengan cara yang beretika apabila berhubung dengan pelanggan kami. i Kami akan menetapkan prosedur yang jelas bagi memastikan sebarang pertikaian antara kita akan diselesaikan secara adil dan cepat. Bagi mendapatkan butiran lanjut berkenaan prosedur aduan kami, sila layari Kami tidak akan membezakan umur atau jantina dan akan menyediakan produk serta perkhidmatan yang mempunyai syarat yang sama untuk semua pelanggan. c. Maklumat Sulit i) Kami akan melindungi maklumat peribadi pelanggan sebagai sulit dan rahsia, serta memastikan keselamatan dan sekuriti terhadap penggunaan maklumat ini. Kami tidak akan menggunakan maklumat peribadi pelanggan untuk tujuan pemasaran kami sekiranya pelanggan telah memaklumkan kepada kami bahawa mereka tidak bersetuju dengan amalan ini. 9

10 d. Kebolehpercayaan i) Kami akan bekerjasama sebagai satu industri supaya pelanggan dapat menikmati sistem perbankan dan pembayaran yang selamat serta boleh dipercayai. e. Ketelusan i) Kami akan memberikan maklumat yang jelas, berkaitan/wajar dan terkini untuk membantu pelanggan membuat keputusan yang bermaklumat berkenaan produk serta perkhidmatan kami. Jika bersesuaian, dokumentasi yang berkenaan termasuklah satu set Terma dan Syarat yang berkaitan dengan setiap produk atau perkhidmatan perbankan akan disediakan untuk pelanggan dengan kesemua yuran, caj, denda dan kadar faedah yang berkenaan, liabiliti serta tanggungjawab mereka dalam menggunakan sesuatu produk atau perkhidmatan turut dinyatakan. Kami akan sentiasa memaklumkan kepada pelanggan, melalui pelbagai saluran (contohnya melalui Internet, telefon, e mel atau di cawangan cawangan kami) tentang produk dan perkhidmatan yang disediakan. Pelanggan boleh menghubungi kami untuk mendapatkan maklumat atau memberikan maklum balas melalui saluran saluran tersebut. Sekiranya anda mempunyai sebarang pertanyaan, kemusykilan atau maklum balas, sila telefon, hantarkan surat, e mel atau faks kepada kami di: Nama Bank : Citibank Berhad Alamat : Pusat Perkhidmatan Pelanggan, No. 165 Jalan Ampang, Peti Surat 11725, Kuala Lumpur Tel : Faks : E mel : (hanya untuk pertanyaan dan maklum balas yang tidak berkaitan dengan akaun atau tidak sulit) Anda juga boleh melayari laman web kami di untuk mendapatkan senarai penuh cara cara untuk menghubungi kami. ATAU Telefon ABMConnect: (talian bebas tol) atau Layari eabmconnect di Persatuan Bank Bank Dalam Malaysia Tingkat 34, Menara UBN 10 Jalan P Ramlee Kuala Lumpur Faks:

11 Tahap Perkhidmatan Di samping usaha usaha kami untuk meningkatkan Tahap Perkhidmatan kami, kami juga berazam untuk menyediakan perkhidmatan yang cekap dan berkesan. Untuk tujuan ini, kami senaraikan tempoh masa yang boleh anda jangkakan bagi setiap perkhidmatan yang berkaitan. I. Kami berazam untuk mempermudahkan urusan perbankan. 1. Melayan majoriti pelanggan kami di setiap cawangan dengan kadar segera. 2. Memberikan perkhidmatan yang mesra dan berguna kepada pelanggan. 3. Memberikan maklumat yang diperlukan untuk pelanggan membuat keputusan yang bermaklumat. Kami akan berusaha untuk memberikan perkhidmatan dalam masa 15 minit yang pertama di cawangan kami*. *Walau bagaimanapun, terdapat waktu puncak tertentu yang masa menunggu mungkin melebihi tempoh 15 minit. Kami akan berusaha untuk memberikan perkhidmatan yang dikemaskinikan, menyeluruh dan berhemah melalui pelbagai titik hubungan seperti di cawangan kami, pusat panggilan 24/7, perbankan dalam talian dan ATM. Jika berkenaan, kami akan menyediakan Lembaran Penerangan Produk/Lembaran Maklumat Produk yang akan membantu anda membuat keputusan yang bermaklumat berkenaan produk kami. Maklumat yang terkini berkenaan produk dan perkhidmatan kami juga disediakan di e saluran kami. 4. Menjawab panggilan yang dibuat ke pusat panggilan kami. Jawapan kepada pertanyaan melalui Respons Suara Automatik (AVR Automated Voice Response) adalah serta merta. Jika ingin bercakap dengan Pegawai kami, kami akan berusaha untuk menjawab panggilan telefon dalam masa 30 saat yang pertama*. *Walau bagaimanapun, terdapat waktu puncak yang masa menunggu mungkin melebihi 30 saat. 5. Membuka akaun simpanan asas atau akaun semasa. Untuk semua pembukaan akaun deposit yang baharu, kami akan berusaha untuk membantu pelanggan berbuat demikian dalam masa 30 minit, dari masa mula mula pelanggan diberikan layanan, dengan syarat pelanggan telah melengkapkan kesemua dokumen yang diperlukan oleh Bank dan hadir sendiri di cawangan untuk urusan tersebut*. 11

12 *Walau bagaimanapun, ini tidak berkenaan untuk akaun bersama. 6. Penyediaan buku cek (akaun semasa sahaja). Buku cek akan diposkan atau disediakan untuk serahan tangan di cawangan yang ditetapkan, tidak melebihi tiga (3) hari perniagaan selepas akaun semasa berjaya dibuka. 7. Penyediaan kad ATM. Kad ATM akan disediakan pada hari perniagaan yang sama dengan hari pembukaan akaun simpanan atau akaun semasa anda. Jika tidak, kad ATM akan diposkan. 8. Penjelasan cek. Untuk cek tempatan yang diterima sebelum pukul 4 petang pada mana mana hari perniagaan untuk dijelaskan, dana akan disediakan selewatlewatnya pada pukul 9 malam pada hari perniagaan yang berikutnya. 9. Membantu pelanggan menguruskan akaun mereka, dan menyediakan penyata pinjaman/ pembiayaan. Kami akan menyediakan penyata bulanan atau tahunan kepada pelanggan bergantung pada jenis produk. 10. Penutupan akaun semasa/ simpanan. Kami akan menguruskan permintaan penutupan akaun deposit pelanggan pada hari perniagaan yang sama setelah menerima permintaan penutupan akaun tersebut (sebelum pukul 3 petang). II. Kami berazam untuk membantu pada saat anda memerlukan kami. 1. Menyelesaikan pertanyaan kaunter di cawangan kami. Kami bermatlamat untuk menyelesaikan kesemua pertanyaan kaunter yang dibuat di cawangan kami semasa kunjungan pertama, dengan syarat tiada tindakan susulan yang diperlukan. Sekiranya tindakan susulan dan maklum balas diperlukan, kami akan memaklumkan semula kepada pelanggan tidak melebihi lima (5) hari perniagaan setelah pertanyaan diterima*. *Walau bagaimanapun, bagi pertanyaan yang rumit, kami akan memberikan perkhidmatan kepada pelanggan dengan cara yang cekap dan kena pada masanya, dan memaklumkan kepada pelanggan tentang perkembangannya. 2. Menyelesaikan pertanyaan yang dibuat melalui pusat panggilan kami. Kami bermatlamat untuk menyelesaikan kesemua pertanyaan yang dibuat melalui pusat panggilan kami semasa panggilan yang pertama, dengan syarat tiada tindakan susulan diperlukan. Sekiranya tindakan susulan dan maklum balas 12

13 diperlukan, kami akan memaklumkan semula kepada pelanggan tidak melebihi lima (5) hari perniagaan setelah pertanyaan diterima*. *Walau bagaimanapun, bagi pertanyaan yang rumit, kami akan memberikan perkhidmatan kepada pelanggan dengan cara yang cekap dan kena pada masanya, dan memaklumkan kepada pelanggan tentang perkembangannya. 3. Menjawab pertanyaan bertulis yang dibuat ke alamat surat menyurat kami seperti yang tersenarai di laman web kami Sekiranya tindakan susulan dan maklum balas diperlukan, kami akan memaklumkan semula kepada pelanggan tidak melebihi lima (5) hari perniagaan setelah pertanyaan diterima*. *Walau bagaimanapun, bagi pertanyaan yang rumit, kami akan memberikan perkhidmatan kepada pelanggan dengan cara yang cekap dan kena pada masanya, dan memaklumkan kepada pelanggan tentang perkembangannya. 4. Kehilangan atau kecurian Kad ATM/ debit atau kad kredit. Kad gantian bagi kad ATM/debit akan dikeluarkan dengan segera di semua cawangan kami pada waktu perbankan dan untuk serahan tangan sahaja. Kad gantian bagi kad kredit akan dikeluarkan dalam masa satu (1) jam di cawangan terpilih kami pada waktu perbankan dan untuk serahan tangan sahaja. Jika tidak, semua kad akan dikeluarkan dan dihantar melalui perkhidmatan kiriman cepat dalam masa lima (5) hari perniagaan setelah permintaan diterima. III. Kami berazam untuk mendengar. 1. Mendapatkan pendapat serta cadangan anda tentang bagaimana kami dapat meningkatkan lagi mutu perkhidmatan kami. Pelanggan boleh memberikan maklum balas di laman web kami melalui borang dalam talian. IV. Kami berazam untuk memproses permohonan anda dengan segera. 1. Permohonan akan diproses dengan cara yang cekap dan cepat. Kami akan berusaha untuk memproses permohonan dengan cekap dan cepat, selaras dengan dasar dalaman kami, dengan syarat semua dokumen yang diperlukan dan lengkap telah diserahkan kepada kami. 13

14 Saluran saluran tambahan bagi menyelesaikan pertikaian Sekiranya anda tidak berpuas hati dengan keputusan daripada aduan anda atau bagaimana aduan tersebut dikendalikan, anda boleh rujukkan perkara tersebut kepada salah satu badan di bawah: 1. BNMLINK saluran penyelesaian aduan milik Bank Negara Malaysia Hubungi BNMTELELINK : (LINK) (talian bebas tol) atau E mel kepada: Laman Informasi Nasihat dan Khidmat (LINK) Tingkat Bawah, Blok D Bank Negara Malaysia Peti Surat Kuala Lumpur Faks: Laman web: 2. ABMConnect satu saluran yang disediakan oleh Persatuan Bank Bank Dalam Malaysia bagi mengendalikan pertanyaan serta aduan daripada orang awam berkenaan perkara perkara yang berkaitan dengan perbankan Hubungi: (talian bebas tol) atau Layari eabmconnect di Persatuan Bank Bank Dalam Malaysia Tingkat 34, Menara UBN 10 Jalan P Ramlee Kuala Lumpur Faks: Biro Pengantaraan Kewangan sebuah badan bebas yang ditubuhkan bagi membantu menyelesaikan pertikaian antara penyedia perkhidmatan kewangan, yang merupakan ahli mereka dengan orang awam. Hubungi: atau Layari atau E mel kepada Biro Pengantaraan Kewangan Tingkat 25 Dataran Kewangan Darul Takaful No. 4, Jalan Sultan Sulaiman Kuala Lumpur Faks:

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