RHB Customer Service Charter | RHB Malaysia (2022)

RHB Banking Group is committed to the fair treatment of financial consumers in conducting our business, and we prioritize the consistent delivery of fair dealing outcomes to our customers at all times. We believe in building long term and mutually beneficial relationships with our customers.

To protect the interests and financial well being of our customers:

1. We commit to embed fair dealing into our Group’s corporate culture and core values

  • We will set standards on fair business practices in all our dealings with our customers including providing financial services or products suitable to our customers’ financial circumstances.

2. We commit to being fair, responsible and professional when dealing with our customers

  • When dealing with our customers, every staff upholds strong work ethics, professionalism and integrity to ensure that customers feel respected, safe and valued with us.
  • Ensure all terms in our contracts are fair and in plain language as far as possible and transparent to our customers.

3. We commit to ensure that we provide clear and relevant information and strive to be the consistent in exercising due care in our business dealings with customers

  • Providing clear, relevant, accurate and timely information for all our products and services is important to us to facilitate our customers in making informed decisions which are best suited to their needs.
  • All staff or representatives will be equipped with skills to provide quality advice and recommendation by disclosing key product features, fees and charges, risk and benefits in a clear and concise manner.

4. We handle all customers complaints in an objective, effective and fair manner

  • When handling customers’ feedback, we endeavor to provide a prompt, objective and fair solution to our customers to resolve and complains effectively.

A. Background

The Customer Service Charter (also referred to as Charter) was set up in 2011 with the intention to outline key commitments and service standards for all banks when providing service to customers.

B. Service StandardsPillar 1: Know Your Customer

Description:
To understand the customer profile that enables the bank to:

  • Anticipate the customer’s needs and preference.
  • Offer products and services as per his/her requirements.

Expected Outcome:
BUILD TRUST

NoCommitmentService Standards
1.1We strive to help customer find the right Product to suit his/her need/profile.
a.Knowledgeable staff is available to serve customer.
b.Customer’s information is gathered during new account opening process to get to know the customer, which may include the completion of banking forms and asking for supporting documents.
c.Information on features and fees for the various products and services is available to customer through various channels (i.e. branch/brochures/call centre/bank’s website).
d.The bank conducts periodic customer satisfaction feedback/surveys to ensure that customers' needs are fulfilled.

Pillar 2: Timely & Efficient Service

Description:
Deliver a seamless basic/general banking services wherein the customer is aware of:

  • Time that will be taken.
  • Broadly, the steps involved in executing their instructions.

Expected Outcome:
BEING RELIABLE

Service Level Target:
80% of the customers are served within the expected service level.

NoCommitmentService Standards
2.1We will set a clear expectations on time taken for various services.Information on time taken to deliver services to customer i.e. expected service standard is made available through various channels (i.e. branch/brochures/call center/bank’s website).
2.2We will serve customers promptly at our branch counters. Customer Waiting Time:
Within 5 minutes.

Customer Serving Time:
Within 5 minutes for simple transactions e.g. single transaction, cash withdrawals.
Within 7 minutes for complex transactions e.g. Remittance/FD/TD Transaction.

2.3We will efficiently attend to account applications at our branch counters.

Account Application Turnaround Time
(Upon full documents and information received).

Open Basic Savings Account (Conventional & Islamic)
New Customer: within 20 minutes.
Existing Customer: within 20 minutes.

Open Basic Current Account (Conventional & Islamic)
New Customer: within 20 minutes.
Existing Customer: within 20 minutes.

Close Account Turnaround Time (Conventional & Islamic)
Basic Savings Account: within 10 minutes.
Basic Current Account: within 20 minutes.

Note: This does not take into account onboarding process – banks have their own onboarding process/introduction to banks’ products and services.

Issuance of ATM or Debit Card / Debit Card-i
Within same business day of opening savings account.

2.4We will efficiently attend to banking transactions.

Executing foreign currency remittance
Commonly used currency – USD, EURO, GBP, SGD, IDR & JPY

Inward – depending on the cut off time.

(Video) FIN263 - RHB Bank

Before cut off time: credited on the same day.
After cut off time: credited on next working day.
Outward – processing time dependent on the cut off time.

Before cut off time: processed on the same day.
After cut off time: processed on next working day.

Note: The date of receiving funds is subject to completeness of information and extent of checks/due diligence performed by individual banks.

2.5We will efficiently attend to product applications.

Product Application Turnaround Time.
(Upon full documents and information received by the bank)

Credit Card / Credit Card-i Application: Within 3 working days + time taken to mail the card.
Hire Purchase / Hire Purchase-i Application: Within 2 working days.
Mortgage Loan / Home Financing-i Application (individual): Within 5 working days.
Loan / Financing Application (Small and Medium Enterprise - SME): Within 3 weeks.

2.6We will follow through and provide the requisite updates to customer’s queries.

Phone
Where no follow up is required – Immediate such as first call resolution.
Where follow up is required – Within 3 working days from date of first call.
Where enquiry is complex, bank will provide a reasonable timeframe and keep the customer updated accordingly.

Written (Email, fax, letter, social media)
Email
Provide acknowledgement response automatically/within 24 hours (if the email is addressed to customer.service@rhbgroup.com).
Respond within 3 working days from date of receipt of enquiry if not complex.

Letter or fax
Provide timeframe and keep customer updated upon receipt of letter / fax.

Social media (where applicable)
Provide acknowledgement response within 24 hours if it is a working day. Otherwise, the acknowledgement response will be on the working day which follows.
Respond within 3 working days from date of receipt of enquiry if not complex.
Note: Where enquiry is complex, bank will provide a reasonable timeframe and keep the customer updated accordingly

Counter
Where no follow up is required, bank will endeavor to provide first touch point resolution immediately.
Where follow up is required – within 3 working days from date of first visit.
Where enquiry is complex, bank will provide a reasonable timeframe and keep the customer updated accordingly.

2.7We will address customer’s complaints/issues consistently and promptly. Acknowledge customer’s complaints/issues within 24 hours if it's a working day.
Communicate clearly on the complaint/issue.
Address the complaint/issue in an equitable, objective and timely manner by informing customer on bank’s decision no later than 14 calendar days from the date of the receipt of the complaint.
Keep customer updated if unable to address issues within the stipulated timeframe.
Provide information on escalation to higher alternative avenues if the queries are not to the customer’s satisfaction at first instance.
Note: Complaints management is governed by the guidelines spelt out by Bank Negara Malaysia (BNM) and banks will operate accordingly.

Pillar 3: Transparent & Personable Service

Description:
Endeavour to deliver the customer experience wherein the customer:

  • Is given access to products and services related information.
  • Is handled by competent and knowledgeable staff who will strive to provide good service.

Expected Outcome:
BETTER ENGAGEMENT

NoCommitmentService Standards
3.1We are open and transparent in our dealings. The following Information is made available through any of the various channels of communication such as branch/brochures/call centre/bank’s website:
a.Applicable Shariah contract, fees, charges, penalties, late payment charges, compensation and relevant interest / profit rates, purchase selling price and obligations in the use of a banking product or service.
b.Product related details (i.e. product disclosure sheets, terms and conditions) are shared at the point of sale.
3.2We train our bank personnel to have adequate knowledge to advise and assist customers on banking products and services.Sales personnel/Personal Financial Advisor/ Relationship Manager is knowledgeable about the bank’s products and services.
3.3We provide customers a personable service experience.
a.First Impressions
  • Acknowledge customer when customer walks in/approaches the bank counter.
  • Offer to assist the customer.
b.Understand the customer’s needs
  • Ask questions to understand what the customer wants.
  • Listen attentively to customer.
c.Handle the queries/instructions
  • Provide options that meet customer’s needs.
  • Use simple words and explanations with the customer.
  • Perform end-to-end follow-up until customer’s issue is resolved.

Pillar 4: Banking Made Accessible

Description:
Offer an engagement model wherein the customer is aware of:

  • Multi-channel options.
  • Accessibility.

Expected Outcome:
BETTER ENGAGEMENT

Expected Outcome:
PROVIDE CONVENIENCE OF BANKING FOR CUSTOMER’S PEACE OF MIND

NoCommitmentService Standards
4.1We are easily accessible via various channels i.e. physically & virtually.

Customer is kept informed on the physical and virtual channels available to him/her, using the various modes of communication such as branch/ brochures/call centre/bank’s website.

Specifically, the customer has access to the following:

  • List of physical channels which include branches & self service machines.
  • List of virtual channels which include Call Centre (03-92068118) and internet banking (www.rhbgroup.com)

Note: Channel availability may vary from bank to bank and customer will be informed of the same.

4.2We provide customers with efficient services via our virtual platforms outside of normal banking hours. Strive to ensure that our virtual channels meet the following target service levels:-
  • Self service terminal (service uptime/month) – at least 98% of the time measured by machines on a monthly basis.
  • Call centre – At least 80% calls are to be answered within 40 seconds.
  • Internet banking (service uptime/month) – 98%.
4.3We inform customers on the various options for more convenient banking.

Share with the customer the various options for performing transactions through alternate channels, depending on the bank's channel presence and where applicable.

(Video) FIN263 | GROUP ASSIGNMENT (RHB BANK BERHAD)

This can be done via any of the following means:

  • Engagement by the bank personnel.
  • Signage to guide the customer.
  • Campaigns and brochures.
  • Corporate website.
4.4We actively seek thoughts and suggestions on how banks can serve customers better.

Provide channels for customer to render feedback via:

  • https://www.rhbgroup.com/others/contact-us/index.html
  • 03-92068118
  • Branch (customers will be notified of location of branches via bank’s website).
  • E-mail (customer.service@rhbgroup.com)
  • Fax to 03-92068088 (KL)
  • Social Media (Facebook & Twitter)
  • Letter to Customer Care (Level 6 Menara AA, Jalan Tun Razak, 50400 Kuala Lumpur)
  • Periodic customer satisfaction surveys.

Consumer Awareness and Education link

Additional avenues of resolving disputes
Alternate Avenues
1. Customer Advocacy – To provide an independent and impartial approach to the resolution of customer complaints and disputes.

Customer Advocacy
Group Customer Experience
RHB Bank Berhad
Level 2, Tower 2
Jalan Tun Razak
50400 Kuala Lumpur
Telephone : 03-9206 8090
Fax : 03-9280 7355
Email : customer.service@rhbgroup.com
BNM and Ombudsman for Financial Services (OFS) details are included as alternate avenues.

2. BNMLINK – a complaint resolution arm of Bank Negara Malaysia
Call BNMTELELINK : 1-300-88-5465 (LINK) (toll free number) or
E-mail to bnmtelelink@bnm.gov.my

Laman Informasi Nasihat dan Khidmat (LINK)
Tingkat Bawah, Blok D
Bank Negara Malaysia
Peti Surat 10922
50929 Kuala Lumpur
Fax : 03-2174 1515
Website : https://telelink.bnm.gov.my/

3. Ombudsman for Financial Services – an independent body set up to help settle disputes between financial service providers who are its members and the public.
Log on to http://www.ofs.org.my

Ombudsman for Financial Services (Formerly known as Financial Mediation Bureau)
Level 14, Main Block,
Menara Takaful Malaysia,
No. 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur
Fax : 03-2272 1577

4. The Association of Banks in Malaysia – an avenue for customers to clarify any doubts and verify information on conventional banking issues.
The Association of Banks in Malaysia
A-11-1, AICB Building
No.10, Jalan Dato’ Onn 50480
Kuala Lumpur
ABM Connect : Toll free 1300-88-9980
Website: www.abm.org.my

Piagam Melayan Pelanggan dengan Adil

Kumpulan Perbankan RHB komited untuk memberikan layanan adil kepada pelanggan-pelanggan kewangan dan mengutamakan penyampaian hasil urus niaga yang adil kepada pelanggan kami. Kami yakin dapat membina hubungan jangka panjang dan saling menguntungkan dengan pelanggan kami.

Untuk melindungi kepentingan dan kesejahteraan kewangan pelanggan kami:

1. Kami komited untuk menerapkan layanan adil dalam budaya korporat dan nilai teras Kumpulan RHB

  • Kami akan memastikan layanan pelanggan dengan adil dipraktikkan untuk semua urusniaga dengan pelanggan kami dan memasarkan produk dan perkhidmatan yang menepati keperluan pelanggan

2. Kami komited untuk memberi layanan adil, bertanggungjawab mesra dan profesional dalam urusniaga dengan pelanggan

  • Semasa berurusan dengan pelanggan kami, setiap kakitangan akan mematuhi etika kerja, mempunyai profesionalisme dan integriti yang kuat untuk memastikan bahawa pelanggan merasakan mereka dihormati, selamat dan dihargai.
  • Memastikan bahawa semua terma and syarat yang dipaparkan mudah difahami oleh pelanggan.

3. Kami komited untuk memastikan bahawa kami memberikan maklumat yang jelas dan relevan dan berusaha supaya konsisten dalam memberikan perhatian sewajarnya dalam urusan perniagaan dengan pelanggan kami

  • Memberikan maklumat yang jelas, relevan, tepat dan juga tepat pada masanya untuk semua produk dan perkhidmatan kami adalah penting bagi kami untuk memudahkan pelanggan kami dalam membuat keputusan berdasarkan maklumat yang paling sesuai dengan keperluan mereka.
  • Semua kakitangan atau wakil kami akan dilengkapi dengan kemahiran untuk memberikan nasihat dan cadangan yang berkualiti dengan mendedahkan ciri-ciri utama produk, bayaran dan caj, risiko dan faedah secara jelas dan ringkas.

4. Kami menangani semua aduan pelanggan secara objektif, berkesan dan adil

  • Semasa menangani maklum balas pelanggan, kami berusaha untuk memberikan penyelesaian yang cepat, objektif dan adil kepada pelanggan kami untuk menyelesaikan sebarang aduan dengan berkesan.

Piagam Perkhidmatan Pelanggan – Piawaian Perkhidmatan

A. Latar Belakang
Piagam Perkhidmatan Pelanggan (Piagam) telah diperkenalkan pada tahun 2011 dengan hasrat untuk menggariskan komitmen utama dan piawaian perkhidmatan bagi semua bank dalam penyediaan perkhidmatan kepada para pelanggan mereka.

B. Piawaian PerkhidmatanPrinsip 1: Kenali Pelanggan Anda
Huraian:
Memahami profil pelanggan untuk membolehkan bank:

  • Menjangka keperluan dan keutamaan/pilihan pelanggan.
  • Menawarkan produk dan perkhidmatan mengikut keperluan pelanggan.

Keputusan yang dijangka:
MEMBINA KEPERCAYAAN

NoKomitmenPiawaian Perkhidmatan
1.1Kami berusaha untuk membantu pelanggan mendapatkan produk yang betul dan bersesuaian mengikut profil /keperluan beliau.
a.Mempunyai kakitangan yang berpengetahuan untuk melayan pelanggan.
b.Untuk mengenali pelanggan, maklumat pelanggan dikumpulkan semasa proses pembukaan akaun baharu. Ini termasuk melengkapi borang perbankan dan meminta dokumen sokongan.
c.Maklumat tentang ciri-ciri dan yuran bagi pelbagai produk dan perkhidmatan boleh diperolehi oleh pelanggan melalui pelbagai saluran (seperti cawangan bank/risalah/pusat panggilan/laman sesawang bank).
d. Bank menjalankan kaji selidik kepuasaan pelanggan secara berkala bagi mendapatkan maklumbalas daripada pelanggan untuk memastikan keperluan pelanggan dipenuhi.
(Video) RHB Hari Kebangsaan 2022 | Teguh Bersama

Prinsip 2: Perkhidmatan Yang Cekap dan Menepati Masa
Huraian:
Memberikan perkhidmatan perbankan asas/am dengan lancar di mana pelanggan sedar akan:

  • Masa yang akan diambil.
  • Secara amnya, langkah-langkah untuk melaksanakan arahan beliau.

Keputusan yang dijangka:
BOLEH DIPERCAYAI

Sasaran Tahap Perkhidmatan:
80% daripada pelanggan dilayan dalam lingkungan tahap perkhidmatan yang dijangkakan.

NoKomitmenPiawaian Perkhidmatan
2.1Kami akan menetapkan satu jangka masa yang tertentu untuk pelbagai perkhidmatan.Maklumat tentang masa yang diambil untuk menyampaikan perkhidmatan kepada pelanggan iaitu piawaian perkhidmatan yang dijangka, boleh diperolehi melalui pelbagai saluran (iaitu cawangan bank/risalah/pusat panggilan/laman sesawang bank).
2.2Kami akan melayani pelanggan di kaunter perkhidmatan cawangan kami dengan kadar segera.Masa menunggu
Dalam masa 5 minit.

Masa yang diambil untuk melayan pelanggan
Dalam masa 5 minit untuk transaksi mudah, contohnya satu transaksi, pengeluaran wang tunai.
Dalam masa 7 minit untuk transaksi yang kompleks seperti transaksi pengiriman wang / deposit tetap/ deposit bertempoh.

2.3Kami akan menguruskan permohonan akaun di kaunter perkhidmatan cawangan kami dengan cekap.

Jangka Masa Untuk Permohonan Akaun
(Dari penerimaan dokumen dan maklumat yang lengkap)

Membuka Akaun Simpanan Asas (Konvensional & Islamik)
Pelanggan Baru: dalam masa 20 minit.
Pelanggan Sedia Ada: dalam masa 20 minit.

Membuka Akaun Semasa Asas (Konvensional & Islamik)
Pelanggan Baru: dalam masa 20 minit.
Pelanggan Sedia Ada: dalam masa 20 minit.

Penutupan Akaun (Konvensional & Islamik)
Akaun Simpanan Asas: dalam masa 10 minit.
Akaun Semasa Asas: dalam masa 20 minit.

Nota: Ini tidak mengambil kira masa yang diambil untuk keseluruhan pemprosesan akaun –setiap bank mempunyai sistem pemprosesan/ pengenalan kepada produk dan perkhidmatan bank masing-masing.

Pengeluaran kad ATM atau Debit/Debit-i
Pada hari perniagaan yang sama di mana akaun simpanan dibuka.

2.4Kami akan menguruskan semua transaksi perbankan dengan cekap.

Melaksanakan pengiriman mata wang asing
Matawang yang biasa digunakan adalah USD, EURO, GBP, SGD, IDR & JPY

Pengiriman wang masuk - bergantung kepada had masa yang ditetapkan.

Sebelum had masa yang ditetapkan : dikreditkan pada hari yang sama.
Selepas had masa yang ditetapkan : dikreditkan pada hari bekerja yang berikutnya.
Pengiriman wang keluar – waktu pemprosesan bergantung kepada had masa yang ditetapkan.

Sebelum had masa yang ditetapkan : diproses pada hari yang sama.
Selepas had masa yang ditetapkan : diproses pada hari bekerja yang berikutnya.

Nota: Tarikh penerimaan kiriman wang adalah tertakluk kepada maklumat yang lengkap dan tahap pemeriksaan/usaha yang wajar dilakukan oleh setiap bank.

2.5Kami akan menguruskan semua permohonan produk dengan cekap.

Jangka masa yang diambil untuk Permohonan Produk
(Dari penerimaan dokumen dan maklumat yang lengkap oleh bank).

Permohonan Kad Kredit / Kad Kredit-i: Dalam masa 3 hari bekerja + masa yang diambil untuk mengepos kad kredit.
Permohonan Sewa Beli / Sewa Beli-i: Dalam masa 2 hari bekerja.
Permohonan Pinjaman Gadai Janji / Pembiayaan Perumahan-i (individu): Dalam masa 5 hari bekerja.
Permohonan Pinjaman / Pembiayaan Perusahaan Kecil dan Sederhana (PKS): Dalam masa 3 minggu.

2.6Kami akan mengambil tindakan susulan dan menyediakan maklumat yang terkini berkaitan dengan pertanyaan dari pelanggan.

Telefon
Sekiranya tiada tindakan susulan diperlukan – Serta-merta pada masa panggilan diterima.
Sekiranya tindakan susulan diperlukan – Dalam masa 3 hari bekerja dari tarikh panggilan pertama diterima.
Sekiranya pertanyaan adalah rumit, bank akan memberi satu jangka masa yang munasabah dan memastikan pelanggan diberi maklumat terkini dari semasa ke semasa.

Bertulis (E-mel, faks, surat, media sosial)
Bagi e-mel
Akuan penerimaan dibalas secara auto / dalam masa 24 jam untuk e-mel yang dialamatkan ke customer.service@rhbgroup.com
Memberi maklum balas dalam masa 3 hari bekerja dari tarikh penerimaan pertanyaan sekiranya pertanyaan tersebut adalah tidak rumit.

Bagi surat atau faks
Memberi satu jangka masa dan maklumkan kepada pelanggan setelah menerima surat atau faks tersebut.

Bagi media sosial (di mana berkenaan)
Akuan penerimaan perlu diberikan dalam masa 24 jam pada hari bekerja. Sekiranya hari tersebut bukan hari bekerja, akuan penerimaan akan diberi pada hari bekerja yang berikutnya.
Memberi maklum balas dalam masa 3 hari bekerja dari tarikh penerimaan pertanyaan sekiranya pertanyaan tersebut adalah tidak rumit.
Nota: Di mana pertanyaan adalah rumit, bank akan memberi satu jangka masa yang munasabah dan memastikan pelanggan diberi maklumat terkini dari semasa ke semasa.

Kaunter
Sekiranya tiada tindakan susulan diperlukan, bank akan berusaha untuk memberi satu resolusi dengan serta-merta semasa lawatan tersebut.
Sekiranya tindakan susulan adalah diperlukan – dalam masa 3 hari bekerja dari tarikh lawatan pertama.
Sekiranya pertanyaan adalah rumit, bank akan memberi satu jangka masa yang munasabah dan memastikan pelanggan diberi maklumat terkini dari semasa ke semasa.

2.7Kami akan menangani aduan/isu-isu pelanggan secara konsisten dan dengan kadar segera. Akuan penerimaan aduan/isu-isu pelanggan diberikan dalam masa 24 jam pada hari bekerja.
Berkomunikasi dengan jelas berkenaan aduan / isu tersebut.
Menangani aduan / isu secara adil, objektif dan tepat pada masanya dengan memaklumkan kepada pelanggan berkenaan keputusan bank tidak lewat daripada 14 hari kalendar dari tarikh penerimaan aduan tersebut.
Memastikan pelanggan sentiasa diberitahu sekiranya isu-isu tersebut tidak dapat ditangani dalam jangka masa yang telah ditetapkan.
Memberi maklumat berkenaan saluran tambahan / alternatif sekiranya pelanggan tidak berpuas hati dengan tindakan yang telah diambil oleh pihak bank.
Nota: Pengurusan aduan adalah tertakluk kepada garis panduan yang dikeluarkan oleh Bank Negara Malaysia dan bank harus beroperasi dengan sewajarnya.

Prinsip 3: Perkhidmatan Yang Telus & Berbudi Pekerti
Huraian:
Berusaha untuk memberikan pengalaman terbaik untuk pelanggan di mana pelanggan:

(Video) RHB IB: Eps 1 - Highlights of RHB Top 20 Malaysia Small Cap Companies 2022

  • Diberi akses kepada maklumat produk dan perkhidmatan yang berkaitan.
  • Dikendalikan oleh kakitangan yang cekap dan berpengetahuan yang akan berusaha untuk memberikan perkhidmatan yang baik.

Keputusan yang dijangka:
JALINAN HUBUNGAN YANG LEBIH BAIK

NoKomitmenPiawaian Perkhidmatan
3.1Urusan kami dijalankan secara telus dan terbuka Maklumat berikut ada disediakan melalui mana-mana saluran komunikasi seperti cawangan/risalah/pusat panggilan/laman sesawang bank:
a.Kontrak-kontrak Shariah yang berkenaan, yuran, caj, penalti, caj lewat bayar, gantirugi dan kadar faedah / keuntungan yang berkaitan serta obligasi dalam penggunaan produk atau perkhidmatan perbankan.
b.Butiran berkaitan produk (seperti lembaran penzahiran produk, terma dan syarat) adalah dikongsi pada masa urusan transaksi dilakukan.
3.2Kami melatih kakitangan bank kami supaya mereka dilengkapi dengan pengetahuan yang mencukupi untuk memberikan nasihat dan bantuan kepada pelanggan tentang produk dan perkhidmatan perbankan.Kakitangan Jualan/Penasihat Kewangan Peribadi/ Pengurus Perhubungan mempunyai pengetahuan luas tentang produk dan perkhidmatan bank.
3.3Kami menyediakan perkhidmatan yang mesra dan berbudi pekerti kepada pelanggan.
a.Tanggapan Pertama
  • Menyambut kedatangan pelanggan / semasa pelanggan datang ke kaunter bank.
  • Menawarkan bantuan kepada pelanggan.
b.Memahami keperluan pelanggan
  • Bertanyakan soalan yang sewajarnya untuk memahami keperluan pelanggan.
  • Mendengar keperluan pelanggan dengan teliti.
c.Pengendalian pertanyaan/arahan
  • Menyediakan pilihan yang memenuhi keperluan pelanggan.
  • Menggunakan perkataan dan memberikan penjelasan yang mudah difahami oleh pelanggan.
  • Melaksanakan tindakan susulan yang sewajarnya sehingga isu pelanggan selesai.

Prinsip 4: Perbankan Yang Mudah Diakses
Huraian:
Menawarkan model perhubungan di mana pelanggan sedar akan:

  • Kepelbagaian pilihan saluran.
  • Kemudahan untuk mengakses pelbagai saluran perbankan.

Keputusan yang dijangka:
MENYEDIAKAN KEMUDAHAN PERBANKAN UNTUK KETENANGAN MINDA PELANGGAN

NoKomitmenPiawaian Perkhidmatan
4.1Kami memudahkan akses perbankan kami melalui pelbagai saluran iaitu secara fizikal dan maya.

Pelanggan sentiasa dimaklumkan mengenai tentang saluran fizikal dan maya yang sedia ada, sama ada melalui cawangan bank/risalah/pusat panggilan/laman sesawang bank.

Secara khusus, pelanggan mempunyai akses kepada perkara berikut:

  • Senarai saluran fizikal termasuk cawangan dan mesin layan diri.
  • Senarai saluran maya termasuk pusat panggilan (03-92068118) dan perbankan internet (www.rhbgroup.com).

Nota: Ketersediaan saluran mungkin berbeza dari bank ke bank dan pelanggan akan dimaklumkan tentang perkara tersebut.

4.2Kami menyediakan perkhidmatan yang cekap melalui pelantar maya kami di luar waktu perbankan untuk pelanggan. Berusaha untuk memastikan bahawa saluran maya kami memenuhi sasaran tahap perkhidmatan berikut:-
  • Terminal layan diri (waktu perkhidmatan beroperasi/bulan) – Dinilai dari segi ketersediaan mesin setiap bulan – sekurang-kurangnya 98%.
  • Pusat Panggilan – Sekurang-kurangnya 80% panggilan dijawab dalam masa 40 saat.
  • Perbankan Internet (waktu perkhidmatan beroperasi/bulan) – 98%
4.3Kami memaklumkan kepada pelanggan tentang pelbagai pilihan yang sedia ada untuk memudahkan perbankan.

Berkongsi dengan pelanggan tentang saluran alternatif untuk melakukan transaksi bergantung kepada saluran yang disediakan oleh bank mengikut kesesuaian.

Ini boleh dilakukan melalui cara-cara yang berikut:

  • Interaksi dengan kakitangan bank.
  • Papan tanda untuk membimbing pelanggan.
  • Kempen dan risalah.
  • Laman sesawang bank.
4.4Kami sentiasa berusaha untuk mendapatkan pandangan dan cadangan daripada pelanggan untuk penambahbaikan perkhidmatan pelanggan.

Menyediakan saluran untuk pelanggan memberi maklum balas melalui:

  • https://www.rhbgroup.com/others/contact-us/index.html
  • 03-92068118
  • Cawangan bank (pelanggan akan dimaklumkan tentang lokasi cawangan melalui laman sesawang bank tersebut)
  • E-mel ke (customer.service@rhbgroup.com)
  • Faks @ 03-92068088 (KL)
  • Media Sosial (Facebook & Twitter)
  • Surat kepada Perkhidmatan Pelanggan (Level 6 Menara AA, Jalan Tun Razak, 50400 Kuala Lumpur)
  • Kajiselidik Kepuasaan Pelanggan secara berkala

Saluran-saluran tambahan bagi menyelesaikan pertikaian Saluran- saluran alternatif.

1. Advokasi Pelanggan – Untuk menyediakan penyelesaian secara adil terhadap aduan dan pertikaian pelanggan.

Customer Advocacy
Group Customer Experience
RHB Bank Berhad
Tingkat 2, Menara 2
Jalan Tun Razak
50400 Kuala Lumpur
Telefon : 03-9206 8090
Faks : 03-9280 7355
E-mel kepada customer.service@rhbgroup.com

2. BNMLINK – satu saluran resolusi aduan kepunyaan Bank Negara Malaysia.
Telefon BNMTELELINK : 1-300-88-5465 (LINK) (talian bebas tol) atau
E-mel kepada bnmtelelink@bnm.gov.my

Laman Informasi Nasihat dan Khidmat (LINK)
Tingkat Bawah, Blok D
Bank Negara Malaysia
Peti Surat 10922
50929 Kuala Lumpur
Faks : 03-2174 1515
Laman Web : https://telelink.bnm.gov.my/

3. Ombudsman Perkhidmatan Kewangan – sebuah badan yang ditubuhkan bagi membantu menyelesaikan pertikaian di antara penyedia perkhidmatan kewangan yang merupakan ahli mereka dengan orang awam.
Layari http://www.ofs.org.my

Ombudsman Perkhidmatan Kewangan (Dahulu dikenali sebagai Biro Pengantaraan Kewangan)
Tingkat 14, Blok Utama,
Menara Takaful Malaysia,
No. 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur
Faks : 03-2272 1577

4. Persatuan Bank-Bank Dalam Malaysia (PBBM) – ABMConnect
Satu saluran yang ditubuhkan oleh PBBM bagi mengendalikan pertanyaan dan aduan dari pihak awam yang berkaitan dengan perbankan komersil.

Persatuan Bank-Bank Dalam Malaysia
A-11-1, AICB Building
No. 10 Jalan Dato' Onn
50480 Kuala Lumpur
ABMConnect : 1300-88-9980
Laman web: www.abm.org.my

(Video) Remittance : Foreign Telegraphic Transfer (RHB)

FAQs

RHB Customer Service Charter | RHB Malaysia? ›

For further assistance, customers may also contact our Customer Service Hotline at +603 - 9206 8118 or email: customer.service@rhbgroup.com.

How do I call RHB Malaysia from Singapore? ›

1800 323 0100 (Local)
  1. 1800 323 0100 (Local) +603 9145 1388 (Overseas) rhbs.ibanksupport@rhbgroup.com. You can also drop us an email with your general enquiries and contact number for our customer service agents to respond within 3 - 5 working days. reflex.sgsupport@rhbgroup.com. ...
  2. 800 601 1742 (Local)

Why I Cannot log in my RHB Online? ›

You cannot login if your ID is locked. Please contact our RHB Customer Care Centre at 603-9206 8118 for assistance. For RHB Premier customers, please contact our RHB Premier Customer Care Line at 603-9206 1188.

How do I unlock RHB online banking? ›

Press the button on your Token to get the 7-Digit Lock PIN Number. Contact our Customer Care Centre for an Unlock Code to unlock your Token. You may proceed to unlock the Token upon receiving an SMS from RHB Bank containing the Unlock Code. Press and hold the on your Token to turn on the Token.

How do I activate my international banking RHB? ›

How to enable the CNP & Overseas functions? Type CNP1<space>IC numbers<space>last 4 digit of your Debit Card/-i numbers and send to 66300. Cardholder may walk into any RHB Branch. Cardholder has the option to select the temporary dates or permanent dates for the opt 'in'.

How do I reach RHB customer service? ›

For further assistance, customers may also contact our Customer Service Hotline at +603 - 9206 8118 or email: customer.service@rhbgroup.com.

How do I reset my RHB Online password? ›

Type the URL http://www.rhbgroup.com at the web browser.
  1. Click on Login.
  2. Click on RHB Reflex.
  3. At Reflex Login Page, click “Forgot Password”
  4. Please enter the following information: ...
  5. Upon successful submission of information, a pop-up message will appear “User has already performed reset password”.

How do I remove an authorized device? ›

Please remove your device's access to the App before you delete the App for your security. Just tap on 'Authorised Devices' under the 'Security' section in the menu, and select your current device. After you've selected your device, simply tap on "Delete" to remove the device.

How do I change my mobile number RHB OTP? ›

How can I update my mobile number to receive OTP? You can update your mobile number at RHB Now Internet Banking at Profile page and go to Profile > Edit Mobile Number or you may also visit our nearest RHB Branch.

What is the difference between RHB now and RHB Mobile Banking? ›

The RHB Mobile Banking app will co-exist with the old RHB Now app before gradually being integrated into a single platform over the next 12 months. Current RHB Now users will be given six months to transition to the new app. You can download the new RHB Mobile Banking app from the App Store and Google Play.

How do I activate my RHB debit card online? ›

Instruction for First Time Users
  1. Click on the 'Registration' button on the navigation.
  2. Choose 'ATM/Debit Card'
  3. At the 'ATM/Debit Card' field, please key in your 16-digit ATM Card / Debit Card number and ATM PIN.
  4. Enter your preferred Username and Password.
  5. Read the 'Terms and Conditions' carefully and click 'I Agree'.

How do I check my RHB transaction? ›

  1. Login as a User and under “Task List” tab; select “Transaction Status Inquiry”.
  2. Click “Transaction Status Inquiry”.
  3. Select the Transaction Type from the drop down menu.
  4. Select All Status from the drop down menu.
  5. Select the From and To Dates of the payment date.
  6. Click on .

How do I reset my security question on RHB? ›

How do I change my security questions for Online Banking?
  1. Sign on to Online Banking.
  2. Click Settings in the upper right corner.
  3. Click Security and Alerts.
  4. Click Security Questions.
  5. For your security, you will be asked to answer one of your existing security questions before you can change your security question.

Can Malaysia debit card be used overseas? ›

You can use your Maybank Visa Debit Card at any Merchant Outlets with Visa logo, accepted at over 30 million locations worldwide. For ATM transaction, you can use at any Maybank Global ATMs in Cambodia, Malaysia, Singapore, Philippines, and Brunei or at any ATM that displays the Visa Plus logo locally and globally.

Can I still use online banking if my card is expired? ›

Yes, Of course . Your net banking will work irrespective of debit card. Net banking is enabled in your account, so it will work whether your debit card is working or it is expired.

Can RHB Bank transfer overseas? ›

RHB - FTT Campaign. FX rates via our Foreign Telegraphic Transfer(FTT). which means more love for your loved ones overseas. It takes only 3 - 4 days to make a transfer but with RHB Now Internet Banking, you can do it anytime, anywhere.

Who is the owner of RHB Bank? ›

How do I download statement from RHB? ›

For RHB Now users, you may follow the steps below.
  1. Logon to RHB Now website at https://logon.rhb.com.my. Select “My Accounts” from the sidebar menu.
  2. Select “eStatement Management”.
  3. Select your desired account for e-Statement subscription. Then, click “Next”.
  4. On desired account, tick “View Online” or “Send to Email”.

Where is RHB's headquarters? ›

How can I reset my mobile banking password? ›

Mobile Banking
  1. Click "More" in Login page of Mobile Banking.
  2. Click "Forgot Username and password"
  3. Check "I agree to the terms and conditions" and click "Accept"
  4. Enter your Debit Card Number and PIN, click "Next" to continue.
  5. Select "Confirm" and we will send the One Time Password (OTP) to your mobile phone.

How do I reset my RHB secret word? ›

What should I do if the Secret Word does not belong to me? Refresh your browser and key in the Username again. If the Secret Word is still wrong after you refresh your browser, please do not login and call us at 03-9206 8118 for immediate assistance.

How do I reset my RHB Reflex token password? ›

  1. At the Reflex Login page, please enter the following information: i. Reflex Corporate ID. ii. User ID. iii. Enter your One-Time Password at Password field. iv. ...
  2. Please set a New Password. Once the new password is entered, click on Submit button.
  3. Upon successful validation, you will now be able to login into RHB Reflex.

How do I unlink my iPhone from other devices? ›

Remove your associated iPhone, iPad, or iPod touch

Tap Settings, tap your name, then tap Media & Purchases. Tap View Account. You might be asked to sign in. Scroll down, then tap Remove This Device.

How do I remove a device from Google find my device? ›

If you're ready to take that step, here's what to do: Open the Find My Device app on another device or go to google.com/android/find. Sign in to your Google account. Select Erase Device.

How do I remove a trusted device from my iPhone? ›

How to Remove a Trusted Device from Your Apple ID - YouTube

How can I change my OTP number online? ›

  1. Login to your Online Banking Service.
  2. Access the Navigation menu.
  3. Select My Profile ►Profile Management.
  4. Under Personal Information, select Manage Contact Details.
  5. Under Actions, select applicable Cell Phone number and click Edit.
  6. Edit Cell Phone number, and click Continue. ...
  7. Confirm information and enter OTP and.

How do I unblock OTP RHB? ›

What happen if I have entered invalid OTP up to 3 times? A web message will pop up to inform that your card is blocked due to maximum of attempts for invalid one-time-password entered. Please contact RHB Bank at 603-9206 8118 for assistance if you would like to continue your online transaction.

How do I find my RHB OTP number? ›

You do not need to request for OTP. OTP will be sent automatically to your registered mobile phone number when you click " Preview" button upon performing any high risk transaction. For new and existing customers, you can register your mobile phone number to receive OTP at RHB Bank branches upon account opening.

How do I generate a RHB QR code? ›

  1. For Android users : Download the RHB Reflex. Mobile App from the Google Play Store. o.
  2. For Apple iOS users : Download the RHB Reflex. Mobile App from the Apple App Store. o Launch the RHB Reflex Mobile App.
  3. o On RHB Reflex Mobile App main page, Select. 'DuitNow QR' o.
  4. You will be directed to the DuitNow QR page. o.

How do I register for RHB Malaysia online banking? ›

Logon to RHB Now Internet banking using a different device (preferably desktop PC or laptop). Look for the menu Secure Plus and Select “Registration & Activation”. Enter OTP if requested. Register mobile phone by entering mobile phone favourite name and Identification Number.

How do you use QMS RHB? ›

is valuable.
  1. 4 steps to get an. appointment right away. Download app with QR code below. Choose 'RHB' under 'Service Providers' and choose your preferred state and branch. ...
  2. 4 steps to get an. appointment for later. Download app with QR code below. ...
  3. On the day of your. appointment. Tap on 'Upcoming' and select your appointment.

Can I withdraw money from expired debit card? ›

Can I withdraw money with an expired debit card? No, you cannot withdraw money with an expired debit card. If your debit card has expired, you will have to get a new one if you would like to withdraw money. This is an important security measure, and you cannot use an expired debit card to do anything.

Can I still use my debit card if it's expired? ›

If you use your old card after the expiration date, the transaction will likely be declined. You usually have until the last calendar day of the expiration month before your service will be completely deactivated. At that point, your account will still be active, but your card won't.

How do I renew my expired RHB debit card? ›

Please contact our Customer Care Centre at 03-9206 8118, or write to us at customer.service@rhbgroup.com. Alternatively, you may visit any RHB branch nearest to you.

How do I change my phone number with RHB Online? ›

You can update your mobile number at RHB Now Internet Banking at Profile page and go to Profile > Edit Mobile Number or you may also visit our nearest RHB Branch.

Do I need to make appointment for RHB Bank? ›

Although customers can still walk in to our branches without an appointment, we encourage the use of the QMS App, where customers can experience a hassle free, redesigned 'visit-to-the-branch' journey, and easily obtain a queue ticket or make an appointment in a few simple steps.

How do I activate my RHB debit card online? ›

Instruction for First Time Users
  1. Click on the 'Registration' button on the navigation.
  2. Choose 'ATM/Debit Card'
  3. At the 'ATM/Debit Card' field, please key in your 16-digit ATM Card / Debit Card number and ATM PIN.
  4. Enter your preferred Username and Password.
  5. Read the 'Terms and Conditions' carefully and click 'I Agree'.

How do I check my RHB balance? ›

How do I see the current account balance?
  1. Login as User and under. “ Account Management” tab; select “Account Inquiry”
  2. Click “Current Account Balance Inquiry”.
  3. Click to see the Transaction History of the day and to view Account Details.
  4. Click on or .

Videos

1. How To Renewal RHB ATM Card | How To Renew RHB Bank Card In Malaysia | RHB Malaysia Kuala lampur |
(Easin Vlogs)
2. RHB Live at The Virtual Malaysian Career Fair
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3. Being an RHB Premier Banking Relationship Manager
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4. How To Get Transfer Money | RHB Bank To Any Others Bank Acount | CDM Cash Deposit |RHB Bank Malaysia
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5. #RHB BANK CASH #DEPOSIT (CDM) Malaysia প্রবাসী বাংলাদেশী ভাইদের জন্য how to Bank Account Deposit RHB
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