BNM/RH/GL 000-4 - AmAssurance

BNM/RH/GL 000-4Consumer and MarketConduct DepartmentComplaints Handling Page 7/7• A notice to the same effect must also be included for appeals to BankNegara Malaysia.• For complaints involving restructuring of loans, the customers shouldbe informed about the services of the Credit Counselling and DebtManagement Agency (CCDMA).• For complaints involving restructuring / rescheduling of loans of thesmall and medium scale enterprises (SMEs), the SMEs should beinformed about the services of the Small Debt Resolution Committee(SDRC), if eligible.• A copy of the leaflet of the FMB, the CCDMA or the SDRC, or BankNegara Malaysia’s complaint form, whichever is relevant, must beattached to the dead lock letter.4.2 While the FSP is no longer required to submit periodic statistics on the number ofcomplaints received, data about complaints received, including the actions takenand decision made, should be submitted, if required, or made available to BankNegara Malaysia’s examiners upon request.PART III: WITHDRAWAL OF GUIDELINES / CIRCULARSWith the issuance of the Guidelines, the following circulars are hereby withdrawn:Circular Title Effective Date- Penubuhan Unit Aduan di Setiap Institusi18 June 2001PerbankanJPI: 16/2002 Klausa Pengantaraan 7 August 2002JPI:10/2003 Penubuhan Unit Aduan oleh Penanggung1 June 2003InsuransBNM/RH/CIR 004-41 Penubuhan Unit Aduan oleh Pengendali1 June 2003Takaful- Maklum Balas Mengenai Aduan yang Diterima 26 January 2004oleh Institusi Perbankan- Maklum Balas Mengenai Aduan yang Diterima 12 February 2004oleh Institusi Perbankan IslamJPI: 6/2005 Pengedaran Risalah Biro Pengantaraan2 March 2005Kewangan dan Mengemaskini MaklumatSaluran Penyelesaian Aduan InsuransJKAP/03/07/FI Laporan Aduan Setengah Tahun 14 May 2007JKAP/04/07/FI Pengurusan Aduan oleh Pengeluar InstrumenPembayaran14 May 2007