A. INTRODUCTION
The Customer Service Charter (“the Charter”) sets out our commitment in delivering a high standard of customer service. By this, we will abide by our customer value proposition, We Care to Make it Simple and Reliable for You by listening to understand your voice, making it convenient for you to use our products & services and get in touch with us and keeping our promises by delivering superior products and quality services. The Charter outlines the type of service we aim to provide, how to contact us and provide feed back and how we can effectively assist and resolve your service requests.
Our Commitment:
We are committed to continuously improve and work cohesively with our partners to develop products and services that will meet the needs and demands of our customers and ensure quality customer service delivery always guided by our following key principles:
Customer Value Proposition:
We care to make it simple and reliable for our customers by striving to attain high level of service standards through:
i. Reviewing our service standards against our core pillars; We Care, We Make it Simple and We are Reliable.
ii. Listening and addressing any shortfalls in our services with feedback given from our customers.
iii. Assessment and development of new services to add value to our product to provide greater convenience for our customers.
Accountability
i. All our products and services comply with the relevant laws and regulations of Malaysia.
ii. We will explain and help
Fairness
i. We will act fairly and reasonably towards you in a consistent and ethical manner.
ii. We will act in accordance to a clear set of established procedures to ensure that any dispute will be resolved fairly and quickly. Customer or members of public can contact us via any of the service channels listed at our website at www.touchngo.com.my to lodge a complaint.
iii. We will as far as possible not discriminate against age or gender and will make available products and services on the same terms to all our customers.
Privacy and Data Protection
i. We will treat all your personal information and data as private and confidential and ensure the safety and security of the usage of your information. Your personal information will not be used and/or revealed to any party except for the purpose of communication/dissemination of information related to our products and services and for providing our services to you unless otherwise authorised by you or required by law to do so.
Reliability
i. We as a responsible corporate entity will ensure that you enjoy secure and reliable electronic payment system that you can trust and rely on.
Transparency
i. 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 product or services will be made readily available to you with all the fees and charges and obligations in the use of products and services highlighted.
ii. We will inform you, through various channels (e.g. over the internet, by telephone, e-mail or at our Service Counters) of available products and services. You can contact us for more information or to provide feedback through these channels.
B. SERVICE STANDARDS
As we work towards improving our standards of service, we aim to provide our service efficiently and effectively. To achieve this, we have set out below the time frames within which you can expect us to deliver the respective services. We recognize that there will always be room for improvements, and as we establish new and better ways of working, we will formalise 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 are committed to make it easy for you to deal with us. | Target / Goal |
|---|---|
Serve the majority of customers promptly at all our Service & Sales Center | We will serve customer within 15 minutes*
*However, there may be certain peak periods whereby the wait time may extend beyond 15 minutes. |
Provide customers with friendly and helpful service at all times | We will endeavour to provide updated, comprehensive and courteous service through our various service channels. |
Answer calls made to our Careline Centre promptly | We will respond to your call within 20 seconds* *However there may be certain peak periods whereby the wait time may extend beyond 20 seconds. |
Answer written enquiries made to our Careline Centre promptly | We will respond within 24-hours*.
*However there may be certain peak periods whereby the response time may extend beyond 24-hours |
Answer queries made to our Social Media platform promptly | We will respond within 1-hour*.
*However there may be certain peak periods whereby the response time may extend beyond 1-hour |
Answer chat made to our livechat platform promptly | We will respond within 5 minutes.
*However there may be certain peak periods whereby the response time may extend beyond 5 minutes |
Provide customers with necessary information to make informed decisions | Where applicable, we will provide updated information and promotion on our products and services through Touch ‘n Go website and any other communication channels deemed suitable. |
Issuance of replacement card | Replacement card* will be issued instantly over our Service Counters.
*In accordance with our Terms and Conditions. |
Issuance of refunds | We shall process your refund within 14 days*.
*Within 30 days for complex refund and customer will be notified on the reason for the delay. |
Resolve counter enquiries/complaints at our Service & Sales Center | We will endeavour to resolve all counter queries made at our Service & Sales Center on the ‘First Contact’, provided no follow up is required. If follow up and feedback is required, we will revert to customer no later than 14 days from the date enquiry* is made.
*However, should the enquiry be complex, we will revert within an appropriate timeframe, and keep the customer updated on the progress. |
Resolve phone enquiries/complaints made to our Careline Centre | We will endeavour to resolve all phone queries made to our Careline Centre on the ‘First Contact’, provided no follow up is required. If follow up and feedback is required, we will revert to customer no later than 14 days from the date enquiry* is made.
*However, should the enquiry be complex, we will revert within an appropriate timeframe, and keep the customer updated on the progress. |
Resolve written enquiries/complaints made to our Careline Centre | We will endeavour to resolve all written queries made to our Careline Centre within 24 hours, provided no follow up is required. If follow up and feedback is required, we will revert to customer no later than 14 days from the date enquiry* is made.
*However, should the enquiry be complex, we will revert within an appropriate timeframe, and keep the customer updated on the progress. |
We are committed to listening. | Target / Goal |
|---|---|
Resolve customer complaints fairly, consistently and promptly | Aim for 80% customer satisfaction. |
Actively seek your feedback and suggestion on how we can better serve you | Aim to provide various avenues and channels for customer feedback. |
We are committed to processing your application promptly. | Target/Goal |
|---|---|
Fleet Card Application
| We will endeavour to process within 21 working days upon receiving the required complete document and information. |
Biz XS Card Application | We will endeavour to process within 21 working days upon receiving the required complete document and information. |
Replacement of Fleet & Biz XS Card | We will endeavour to process and courier the replacement card to the Fleet Operator within 14 working days from the date of report. |
If you have any enquiries, concerns or comments, please get in touch with us at:
TOUCH ‘N GO SDN BHD
Voice of Customer Department
Level 8, Tower 6, Avenue 5, Bangsar South
No. 8 Jalan Kerinchi
59200 Kuala Lumpur
Email us at careline@touchngo.com.my or
Complete our online e-Customer Service form at http://www.touchngo.com.my
Connect with us via Facebook or Twitter @MyTouchnGo
Additional avenues of resolving disputes
If you are not satisfied with the outcome of your service or complaint, you may refer the matter to either of the following bodies who will help to settle any disputes.
BNM
A complaint resolution arm of Bank Negara Malaysia
Call BNMTELELINK at 1-300-88-5465 or
Email to bnmtelelink@bnm.gov.my
Laman Informasi Nasihat dan Khidmat
Ground Floor, Block D
Bank Negara Malaysia
Jalan Dato’ Onn
50480 Kuala Lumpur
Fax: 03-2174 1515
Website: http://www.bnm.gov.my/bnmlink
Agensi Pengangkutan Awam Darat (APAD)
A government body to plan, regulate and enforce all matters relating to land public transport within Peninsular Malaysia
Call APAD Aduan Hotline at 1-800-88-7723 (toll free number) or
Email to aduan@spad.gov.my
OMBUDSMAN
Ombudsman for Financial Services is a non-profit organization and functions as an alternative dispute resolution channel to resolve disputes between their members who are the financial service provers (FSPs), license or approved by BNM and financial consumers.
Call Ombudsman for Financial Services at 03-2272 2811 or
Email to enquiry@ofs.org.my