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INTRODUCTION
The Customer Service Charter sets out our commitment to deliver a high standard of customer service. We recognize that there will always be room for improvements and as we establish new and better ways of working, we will formalize the processes and procedures and include them in our customer service charter. It outlines the type of services we aim to provide and the various channels for customers to share feedback so that we could better serve you.
KEY PRINCIPLES
We will continuously work towards improving the Standards of Service at SME Bank. Our Bank’s relationship with customers will be guided by the following key principles:
Accountability
– Our products and services comply with the relevant laws and regulations of Malaysia.
– We will explain and help you understand the financial benefits of our product and services, how they work and the risk involved.
Fairness
– We will act fairly and reasonably towards you in a consistent ethical manner.
– 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 www.smebank.com.my. We will tell you how to make your complaint as well as our procedures for handling them fairly and quickly.
Privacy
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 authorized by you or requires by law to do so.
We will not use your personal information for our own marketing purposes if you inform us that you object to this practice.
We will comply at all times with the provisions of the Personal Data Protection Act 2010.
Reliability
We will co – operate as an industry so that you enjoy secure and reliable banking and payment systems you can trust.
Transparency
We will provide clear, relevant and timely information to help you 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 readily available to you 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, email or at our Enterprise Centers) of available products and services. You can contact us for information or provide feedback through these channels.
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