TREAT CUSTOMERS FAIRLY CHARTER
The Board and senior management are committed to delivering positive outcomes for our consumers. We aim to foster long-term, mutually beneficial relationships by adhering to the highest standards of fairness, transparency, and ethical conduct. This Charter outlines our dedication to treating all customers, including vulnerable groups, with fairness and respect.
Our Commitments
1. We commit to embed fair dealing into our institution’s corporate culture and core values
- We will integrate fairness and transparency as part of our core values and corporate culture.
- We will train all staff interacting with customers to deliver quality advice and support.
- We will promote a culture of accountability, encouraging employees to uphold these values in their daily work.
- We will take customers’ feedback seriously and addressed promptly and provide immediate constructive feedback to our staff.
- Regular feedback mechanisms will be implemented to gauge the effectiveness of our fair dealing practices.
- Our leadership team will actively promote and model fair dealing behaviors, demonstrating our commitment from the top down.
2. We commit to ensure that customers are provided with fair terms
- We will ensure that the term and conditions will be designed with transparency, fairness, and clarity.
- We will ensure that all terms and conditions outline customers' rights and obligations in plain language.
- We will regularly assess our policies and practices to ensure alignment with our fair dealing commitment and in line with industry standards.
3. We commit to ensure that customers are provided with clear, relevant and timely information on financial services and products
- We will communicate fees, risks, benefits, and other product features clearly and concisely.
- We will provide detailed information about pricing, fees, and any potential changes, so customers can make informed decisions.
- Critical information will be highlighted and explained to ensure full understanding.
- Key terms and conditions will be readily accessible on our website and in any customer communications, ensuring that customers can easily reference them when needed.
- We will offer support to help customers navigate our terms and understand their implications.
4. We commit to ensure that our staff exercise due care, skill and diligence when dealing with customers
- We will ensure all interactions including marketing and sales activities, will be conducted with honesty, avoiding exaggerated claims.
- We will ensure potential conflicts of interest will be disclosed to customers.
- We will ensure customer privacy and data protection will be maintained at all times.
- We will adhere to all applicable laws and regulations regarding data protection and privacy, including PDPA and other relevant frameworks.
- Our policies will be regularly updated to reflect changes in legislation and best practices.
5. We commit to ensure that customers’ complaints and claims are handled in a prompt, fair and effective manner
- We will ensure that our staff will be trained to resolve complaints efficiently and with empathy.
- Our customer service team will be trained to address questions about terms and work with customers to resolve any concern.
- We will monitor complaints to identify patterns, analyse root causes, and implement improvements.
- We will conduct regular audits of our terms and policies to ensure they remain fair and aligned with customer expectations.
- Customer feedback will be actively sought and used to refine our terms and improve overall fairness.
6. We commit to ensure that vulnerable consumers are treated fairly and equitably
- We will assess the needs of vulnerable consumers and tailor policies to address them effectively.
- Dedicated training will ensure staff can identify, assess, and respond appropriately to these customers' needs.
- We will uphold the highest ethical standards in our dealings with customers, ensuring that our terms reflect our commitment to integrity and respect.