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Bank Negara Malaysia aspires to strengthen public confidence in the Bank as an efficient organization that effectively regulate and supervise the Malaysian banking and insurance industries.
COMMITMENTS
The Bank has put in place an integrated contact centre (ICC) comprising:
- BNMLINK - Walk-in Customer Service Centre
- BNMTELELINK - Contact Center ( Call, fax, mail, e-mail or SMS)
- Complaint Management and Advisory Unit
We are committed to:
- provide efficient and effective services in handling and facilitate resolution of public complaints and enquiries
- provide accurate, quality and comprehensive advisory services.
- enhance public awareness and understanding on financial matters.
- facilitate resolution on issues related to access to financing for SMEs.
See also : Client Charter Achievement
PROMPT RESPONSE FOR ENQUIRIES AND COMPLAINTS
The Bank welcomes and encourages all enquiries, feedbacks and complaints as opportunities to understand the financial needs of individuals and business better. The Bank shall therefore provide timely response to all interactions with us.
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Walk-in Customer
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Customers will be served within 15-20 minutes after registration.
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Customers will be served within 15-20 minutes after registration.
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Enquiry via phone
- To answer call within 3 rings.
- 1 st Call Resolution for enquiry that does not require follow up.
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Resolution within 1-3 days for enquiry that requires follow up.
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Enquiry via e-mail, letter and fax
- An automated response to acknowledge receipt by the Bank will be sent to sender upon receipt the email.
- To respond within 5 working days from date of receipt for non-complex enquiry.
- For complex cases that require investigation, the Bank will escalate the case to the respective Financial Institutions (FIs) for explanations/inputs to enable the Bank to have complete facts from both parties in order to make an assessment of the case.
- FIs are given 14 working days provide an explanation/investigation report and to resolve the case. For more complex complaints, longer time may be required and complainant will be updated accordingly.
- Upon receipt of the FIs explanations/inputs, the Bank will make an assessment and take necessary actions, if need be, to ensure that customers' issues/requests are given the appropriate consideration. The Bank will provide feedback to complainant within 3 working days, if necessary, upon assessment of the case.
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The Bank will ONLY respond to email, letter or fax that are sent DIRECTLY to the Bank and not cc or bcc e-mail, letter or fax.
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Enquiry via SMS
- An automated response to acknowledge receipt by the Bank will be sent to sender upon receipt the sms.
- To respond via phone within 3 working days from date of receipt
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If the sender could not be reached by phone within 2 working days, response will be provided via sms immediately.
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Credit Report (CCRIS) Application
- Quick access to CCRIS report, customers will get the report instantly from kiosk available at all BNMLINK at HQ and branches.
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For application via mail or fax, report will be sent within 2 to 4 weeks upon receipt complete submission of application form and supporting documents
Integrated Contact Centre (ICC) Statistics for 2009 and 2010
| Unit | 2009 (Jan-Dec) |
2010 (Jan-Dec)
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Percentage of Increase (%)
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| BNMLINK | 113,638 |
155,711
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37.0
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| BNMTELELINK | 131,244 |
128,308
|
(2.2)
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| Complaint Management & Advisory | 8,146 |
8,820
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8.3
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| SME Advisory | 773 |
549
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(29.0)
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| Total | 253,801 |
293,388
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15.6
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