BNM/RH/GL 000-4 - AmAssurance

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BNM/RH/GL 000-4Consumer and MarketConduct DepartmentComplaints Handling Page 3/7• Staff handling complaints must have the necessary knowledge andexperience in the relevant area of services provided by the FSP.• Senior management is expected to play a key role in supporting goodcomplaint management by:- establishing complaint handling process, procedures andobjectives;- identifying and allocating requisite resources for effective andefficient complaint handling;- ensuring a rapid and effective escalation of any significantcomplaint to the senior management; and- establishing a comprehensive reporting system to enable analysisof the nature and trends of complaints received to improveperformance, service, design and delivery of products and services.• The FSP is encouraged to appoint a Customer Advocate in theorganization to provide an independent and impartial approach to theresolution of customer complaints and disputes. The aim is to ensurethat customer’s concern is resolved quickly, impartially and minimizingthe need to involve external redress resolution. The CustomerAdvocate can, among others, handle difficult customers or whendisputes have been through the internal complaints resolution processand the customer is still not satisfied with the outcome.4.1.2 Mandatory requirement - Complaint ProceduresFSP must have in place appropriate and well-documented complainthandling procedures.• All complaints received either through letter, complaint form, e-mail ortelephone must be channeled to the centralized complaints unit.• Each institution must have in place fair and effective policies andprocedures for complaint resolution. For an Islamic FSP, such policiesand procedures, where appropriate, should be consistent with Shariahrequirement.- The procedures, among others, must include minimum standards tobe complied by staff involved in resolution of complaints, e.g.timeline for dealing with simple and complex complaints, andrequirement to refer a customer to an alternative dispute resolution
BNM/RH/GL 000-4Consumer and MarketConduct DepartmentComplaints Handling Page 4/7avenue if the customer is not satisfied with the outcome ofcomplaint handling.• Staff must be trained to ensure sufficient understanding of thecomplaints procedures and to comply with the procedures properly.• Staff must also treat customers in a courteous manner.Best Practices• Complaint procedures should be simple and clear, involving as fewsteps as possible. Having too many complaint handling stages mayunneccesarily complicate the process and deter customers frompursuing their concerns.4.1.3 Mandatory requirement - AccessibilityA complaint handling process should be easily accessible to all customers.An increase in complaints received by the FSP is not necessarily areflection of deteriorating standard of service. It could be an indication thatthe FSP has more accessible complaint handling procedures.• The FSP must publish information on how to make a complaint, and itscomplaint handling procedures, and make the procedures easilyavailable to customers. This information must at least be displayedprominently in the FSP’s premises and website.• Details of the complaints unit (including the name, department,dedicated customer service telephone number and e-mail address ofits dedicated officers) must be displayed in the FSP’s website. BankNegara Malaysia’s website will also display the details of thecomplaints unit of each FSP.• The FSP should, where appropriate, include the address and contactnumber of the complaints unit in its contract, agreement or policydocument with its customer.• Any changes to the details of the complaints unit must be updatedsoonest. In this regard, in addition to updating its website, the FSP isalso required to inform Bank Negara Malaysia of any changes to thedetails of the complaints unit at the following address:
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BNM/RH/GL 000-4 - AmAssurance

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