Customer Service Charter
Issue date: February 2013
www.standardchartered.com.my
Copyright © 2013 Standard Chartered Bank
Introduction
d.
The Customer Service Charter outlines our commit
ments on the highest level of customer service.
This Customer Service Charter is for information
purposes only and is not intended to, and does not
create any legally binding rights or obligations.
e.
Reliability
i)
Transparency
i)
Key Principles
We will continuously work towards improving the
standards of service and our bank’s relationship
with you will be guided by the following key principles:
a. Accountability
i)
ii)
All our products and services comply
with relevant laws and regulations of
Malaysia.
We will explain and help you understand
the financial benefits of our products and
services that you are interested in, how
they work and the risks involved.
b. Fairness
i)
ii)
iii)
We will act fairly and reasonably towards
you in a consistent and ethical manner.
We will establish a clear set of procedures
to ensure that any dispute between us will
be resolved fairly and quickly.
We will as far as possible 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 all your personal information
as private and confidential and ensure the
safety and security of the usage of your
information. Your personal information
will not be revealed unless otherwise
authorised by you or required by law to
do so.
ii)
We will not use your personal information
for our own marketing purposes if you
inform us that you object to this practice.
iii)
We will comply at all times with the
provisions of the Personal Data Protection
Act 2010.
We will co-operate as an industry so that
you enjoy secure and reliable banking and
payment systems you can trust.
We will provide you with clear, relevant and
timely information to help you make an
informed decision about our products and
services. Where applicable, a set of Terms
and Conditions relating to each banking
product or service will be made readily
available to you with all the fees, charges,
penalties and relevant interest rates, your
liabilities and obligations in the use of a
banking product or service highlighted.
ii) We will inform you, through various channels
(e.g. over the internet, by telephone, e-mail
or at our branches) of available products and
services. You can contact us for information
or provide feedback through these channels.
If you have enquiries or feedback,
please call or write to us at: Tel
Email
Website
: 1300 888 888 or 03-7711 8888
: Malaysia.Feedback@sc.com
: http://www.standardchartered.com.my
For complaints, you may also use the online form
provided on our website under “Complaints &
Compliments”.
If you are not satisfied with the resolution provided to
your enquiry or complaint, you may
escalate the matter to:
Jessie Liew
Head, Customer Advocate
Service Quality Department
Level 10, Menara Standard Chartered,
No. 30 Jalan Sultan Ismail,
50250, Kuala Lumpur
Telephone Number: 03-7711 8888
Email Address:Head.CustomerAdvocateMY@sc.com
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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.
III. We are committed to listening.
Target/Goal
1.
Resolve customer
complaints fairly,
consistently and
promptly.
Aim to respond within 14
business days. If the complaint
is complex or follow-up is
required, we will provide you with
a time frame within which
response can be made or
updates can be given.
2.
Actively seek your
thoughts and
suggestions on how
we can better serve
you.
We welcome any feedbacks
which you may have and share
via our various channels e.g.
branches, call centre or online
form on our website.
I. We are committed to making banking easy.
Target/Goal
1.
2.
3.
Aim to serve the
majority of customers
promptly in all our
branches.
Endeavour to serve within 8
minutes waiting time for counter
transactions.
*during peak periods/hours, the
waiting time may be extended
Aim to provide you
with friendly and
helpful service
whenever you deal
with us.
We will endeavour to provide
comprehensive and courteous
service through our various
channels e.g. Call Centre,
Branches, Online Banking and
ATM.
Aim to answer your
call promptly when
you call us at our call
centre.
Reply to our automated voice
response enquiries is immediate.
We will endeavour to connect
you to our Customer Care
Consultant upon your request.
IV. We are committed to processing your application quickly.
Target/Goal
1.
Credit card / debit card
application
We will endeavour to process
applications promptly and
efficiently upon receipt of
complete documentation
submitted for our processing.
2.
Loan application
We will endeavour to process
applications promptly and
efficiently upon receipt of
complete documentation
submitted for our processing.
*during peak periods, the waiting
time may be extended
II. We are committed to helping when you need us.
Target/Goal
1.
Aim to resolve counter
enquiries promptly.
We aim to resolve or respond to
enquiries within the same visit
where no follow up is required.
Where follow up is required we
will endeavour to reply within 5
business days.
Where more time is required or
for complex enquiries we will
keep you updated on the
progress .
2.
Aim to resolve phone
enquiries promptly
We aim to resolve or respond to
enquiries within the same call
where no follow up is required.
Where follow up is required, we
will endeavour to reply within 5
business days from the 1st call.
Where more time is required or
for complex enquiries we will
keep you updated on the
progress
3.
Aim to respond to
enquiries made
through our email
address or online
feedback form*
promptly.
We aim to resolve or respond to
enquiries within 5 business days
from date of receipt of enquiry.
Where more time is required or
for complex enquiries we will
keep you updated on the
progress.
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Additional avenues of resolving
disputes
If you are still not satisfied with the outcome of your
complaint or how it was handled by the Bank, you
may refer the matter to the following bodies:
4. Agensi Kaunseling and Pengurusan
Kredit (AKPK) – The Credit Counselling
and Debt Management Agency is setup
to help individuals settle disputes
relating to restructuring of loans
Call AKPK Contact Centre at 1-800-88-2575
1. ABMConnect – An avenue set up by The
Association of Banks in Malaysia to handle
public enquiries and complaints on banking
matters
Call 1-300-88-9980 (toll free number)
The Association of Banks in Malaysia
34th Floor, UBN Tower
10 Jalan P Ramlee
50250 Kuala Lumpur
AKPK (Headquarters)
Level 8 Maju Junction Mall
1001 Jalan Sultan Ismail
50250 Kuala Lumpur
Tel: 03 - 2616 7766
Fax: 03 – 2616 7601
Website: http://www.akpk.org.my
Fax : 03-2078 8004
Website: http://www.abm.org.my
2. BNMLINK – a complaint resolution arm of
Bank Negara Malaysia
Call BNMTELELINK at 1-300-88-5465 or E-mail to
bnmtelelink@bnm.gov.my
Laman Informasi Nasihat dan Khidmat (LINK)
Tingkat Bawah, Blok D
Bank Negara Malaysia
Peti Surat 10922
50929 Kuala Lumpur
Fax :03-2174 1515
Website : http://www.bnm.gov.my/bnmlink
3. Financial Mediation Bureau –
An independent body set up to help settle
disputes between financial service providers
who are its members and the public.
Call 03-2272 2811 or E-mail to enquiry@ fmb.org.my
Financial Mediation Bureau
Level 25 Dataran Kewangan Darul Takaful
No 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur
Fax: 03-2274 5752
Website: http://www.fmb.org.my
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