Treat Customers Fairly Charter

The Chairman, the Board and senior management are committed to deliver good financial consumer outcomes to our customers. We believe in building long-term and mutually beneficial relationships with our customers. This Charter specifies our commitment to provide the highest standards of fairness in all our dealings with our customers.        

We will periodically review this charter to ensure it remains consistent with best practices and regulatory requirements. By following this charter, we aim to build trust and confidence with our customers and ensure everyone has a fair and positive experience with Axiata Digital eCode Sdn. Bhd.
                                    
Our Commitment to Fair Treatment

We are committed to:

  1. Treating our customers with respect and courtesy;
  2. Providing clear and accurate information;
  3. Acting in the best interests of our customers;
  4. Offering products and services that are suitable for the needs of our customers; and
  5. Handling our customers’ complaints promptly and fairly, in alignment with our internal procedures.

 

We are committed to embed fair treatment into our culture by:

  1. Integrating the fair dealings practice into our policies and procedures;
  2. Ensuring our staff are appropriately trained to handle customers in a fair manner; and
  3. Regularly reviewing and updating our fair dealing practices.                                                                

 

We are committed to ensure that vulnerable consumers are treated fairly and equitably, including by our staff and representatives by:

  1. Assessing the needs of vulnerable consumers in our customer base and target market;
  2. Ensuring our staff and representatives are well trained to recognize, assess and respond appropriately to the needs of vulnerable customers; and
  3. Implementing adequate policies and monitoring mechanisms to ensure that vulnerable consumers continue to receive fair and equitable treatment.

 

Your Feedback is Important                        
We value your feedback on how we are meeting our commitment to fair treatment. Please let us know if you have any questions or concerns.                                                    

Contact Us                                                
For more information or to make a complaint, please contact us at [email protected] or by raising a request from the Boost app in the FAQ or Contact Us section.