Introduction

The Customer Service Charter sets out our commitment to delivering a high standard of customer service. It outlines the type of service we aim to provide, how to contact us and give us feedback, particularly if anything goes wrong and how you can assist us to better serve you.

Key Comments

The Customer Service Charter outlines the standards of service you can expect in your dealings with us. We recognise that there will always be room for improvements, and as we establish new and better ways of working, we will formalize processes and procedures and include them here in our Customer Service Charter. This Customer Service Charter is for information purposes only and is not intended to, and does not; create any legally binding rights or obligations.

We will continuously work towards improving the standards of service and our bank’s relationship with you will be guided by the following key principles:

Accountability

  • All our products and services comply with relevant laws and regulations of Malaysia.
  • We will explain and help you understand the financial benefits of our products and services that you are interested in, how they work and the risks involved.

Fairness

  • We will act fairly and reasonably towards you in a consistent and ethical manner.
  • We will establish a clear set of procedures to ensure that any dispute between us will be resolved fairly and quickly. For more details on our complaints procedure, please visit www.indiainternationalbank.com.my We will tell you how to make your complaint as well as our procedures for handling them fairly and quickly.
  • We will as far as possible not discriminate against age or gender and will make available products and services on the same terms as for other customers.

Privacy

  • We will treat all your personal information as private and confidential and ensure the safety and security of the usage of your information. Your personal information will not be revealed unless otherwise authorised by you or required by law to do so.
  • We will not use your personal information for our own marketing purposes if you inform us that you object to this practice.
  • We will comply at all times with the provisions of the Personal Data Protection Act 2010.

Reliability

  • We will co-operate as an industry so that you enjoy secure and reliable banking and payment systems you can trust.

Transparency

  • We will provide you with clear, relevant and timely information to help you make an informed decision about our products and services. Where applicable, a set of Terms and Conditions relating to each banking product or service will be made readily available to you with all the fees, charges, penalties and relevant interest rates, your liabilities and obligations in the use of a banking product or service highlighted.
  • We will inform you, through various channels (e.g. over the internet, by telephone, e-mail or at our branches) of available products and services. You can contact your bank for information or provide feedback through these channels.
  • We will exercise care to provide you a balanced view of benefits and risks of investment products, explain critical terms to you, ensure the investment product is suitable for your needs and financial circumstances.

If you have enquiries, concerns or comments please call, write, e-mail or fax us at:-

Bank's Name : India International Bank (Malaysia) Bhd.
Address : Ground Floor, Bangunan Yee Seng,
15, Jalan Raja Chulan , 50200 Kuala Lumpur
Tel : +603 - 2026 1767
Fax : +603 - 2026 1766
Email : cs@iibm.com.my
OR
Call ABMConnect : 1-300-88-9980 (toll free number)

The Association of Banks in Malaysia
34th Floor, UBN Tower
10 Jalan P Ramlee
50250 Kuala Lumpur
Fax : +603 - 2078 8004
Log on to eABMConnect : http://www.abm.org.my

Additional avenues of resolving disputes

If you are not satisfied with the outcome of your complaint or how it was handled, you may refer the matter to either of the following bodies who will help settle the dispute.

1.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 :+603 - 2174 1515
Website : http://www.bnm.gov.my/bnmlink

2.ABM Connect – an avenue set up by The Association of Banks in Malaysia to handle public enquiries and complaints on banking matters
Call: 1-300-88-9980 (toll free number) or
Log on to eABMConnect http://www.abm.org.my
The Association of Banks in Malaysia
34th Floor, UBN Tower
10 Jalan P Ramlee
50250 Kuala Lumpur
Fax : +603 - 2078 8004

3.Financial Mediation Bureau – an independent body set up to help settle disputes between financial service providers who are its members and the public.
Call : +603 - 2272 2811 or
Log on to http://www.fmb.org.my or
E-mail to enquiry@fmb.org.my
Financial Mediation Bureau
Level 25
Dataran Kewangan Darul Takaful 4
No.4 Jalan Sulaiman
50000 Kuala Lumpur
Fax : +603 - 2274 5752