Complaint Handling Process

Who manages Customer Complaints?

• First Contact Resolution

• First Level Resolution

• Second Level Resolution

• Second Contact Resolution

Who are the Receiving Touch-Point?

• Redress channel

• Branches

• Private Bankers

• Call Center

Complaints resolved by RTP are regarded as Second Level Resolution.

• True

• False

When the complaint shall be escalated to Customer Advocacy Team?

• Customer refuses to take part in first call/ contact resolution

• Complaint relates to high risk/high profile issues

• Issues raised are complex and require detailed investigation

• Customer's expectation appear to have exceed what management can reasonably provide

Which are the complaint handling steps for Customer Advocacy?

• Decision and Referrals

• Perform Investigation

• Customer Complaints

• Acknowledge receipt complaint and log it in Siebel

All complaint cases received by RTP and CA must be logged in Siebel.

• True

• False

Which need to be complied when providing decision to customer?

• Any options for external review available to customer

• Outcome of complaint and any action was taken arising out of complaint

• Company letter head for Complaints in related to Islamic products/services

• All issues raised must addressed including providing explanation/justification on basis of our decision

An appropriate resolution is offered taking into consideration of the following...

• The outcome sought by customer

• Options that are not available to offer to customer

• Financial loss to customers as a result of bank's error

• Inconvenience and loss of time incurred by bank

Which agency set up by BNM to help individuals take control of their financial situation?

• SIDREC

• AKPK

• OFS

• Bank Negara Malaysia (BNM)

______ functions as an alternative dispute resolution channel to resolve disputes between Financial Services Providers and Customers.

• BNM

• AKPK

• SIDREC

• OFS