ABM Unveils Revised Customer Service Charter

KUALA LUMPUR, Sept 5 (Bernama) -- The Association of Banks in Malaysia (ABM) today rolled out the revised Customer Service Charter for the commercial banking industry.

In a statement today, ABM said, new ways of banking, such as digital channels, had also been taken into account in drawing up the revised charter.

The association, which has 27 members comprising commercial banks currently operating in Malaysia, said the standardised template for the charter was first introduced in 2011 and was aimed at underscoring the commercial banks' commitment to deliver a consistent high standard of customer service.

At that time, banks were allowed to set their own internal standards and turnaround times for basic banking services, it said.

It said the banks had now taken it a step further by establishing certain minimum industry standards with regard to the turnaround time for specified banking services.

"The service standards have been designed from the customer's perspective in the true spirit of being customer-centric," it said.

ABM said the revised charter has been successfully rolled out by all its member banks effective Aug 30, 2017.

The charter set out the four pillars with emphasis on the core values on understanding customer, timely and efficient service, transparent and personable service and banking made accessible, it said.