The Association Of Banks In Malaysia’s Public Hotline Is Three Months Old; Mediates Between Bank Users And Member Banks

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The Association Of Banks In Malaysia’s Public Hotline Is Three Months Old; Mediates Between Bank Users And Member Banks

Kuala Lumpur, March 23, 2009 - The Association of Banks in Malaysia (ABM)’s dedicated toll-free service ABMConnect continues to gain wide recognition since it was launched in December 2008; just a little over three months into its inception, ABMConnect has fielded more than 639 calls from the public, keen to get assistance relating to queries and clarification on commercial banking matters.

ABMConnect receives calls not just from the Klang Valley but also as far away as Miri and Kota Kinabalu, making ABMConnect a nationwide channel.

ABMConnect (1-300-88-9980), manned by a dedicated team at ABM from Monday to Friday from 9am to 5.30pm, is an industry-specific public hotline set up to further foster public confidence in the financial system as well as bridge any gaps that there may be in an individual commercial bank’s communication with its customers, where necessary.

Calls to ABMConnect (comprising queries and complaints) generally revolve around basic personal banking queries, matters relating to credit card repayment, home loans and overdraft facilities.

ABM Executive Director, Ms Chuah Mei Lin said she was delighted with the warm response from the public to ABMConnect.

“ABMConnect so far has recorded a 96 percent successful resolution rate. What this means is that ABM has addressed or, as the case may be, assisted in the amicable resolution of matters raised in 615 out of 639 calls we received between December 2 2008 and March 10 2009 to the satisfaction of the caller concerned and, where relevant, the bank involved,” she said.

“We are actively working on the outstanding cases to promote an ethical and conducive banking environment and will continue to be the ears and voice of our stakeholders be it consumers or our member banks.”

ABMConnect is an important extension of the banking sector’s existing customer services platforms to facilitate a deeper understanding of issues concerning the industry.

For instance, the first wave of enquiries from the public with regard to the recent announcements pertaining to the lowering of monthly loan repayment instalments and proposed moratorium for retrenched employees were made via, and handled by, ABMConnect.

The public is encouraged to contact the bank concerned directly in respect to specific matters relating to the member bank itself. A list of the individual member bank’s dedicated lines for customer services is posted at www.abm.org.my.

Updated List of Chargees for Executing Form 42B