D. COMMITMENT TO CONTINUOUS IMPROVEMENT

We review this Customer Service Charter from time to time to ensure our commitments are upheld and aligned with regulatory updates and evolving customer needs. Thank you for choosing KAF Digital Bank - your trusted partner in digital Islamic bank. 

KAF Digital Bank Financial Fair Treatment Charter

KAF Digital Bank's code of conduct is intended to ensure that through our actions and behaviors, we strive to deliver fair outcomes for our customers and do not disrupt the orderly and transparent operation of financial markets. Fair conduct is the critical component within all business activities, starting from articulating KAF Digital Bank’s strategy, business models, and planning, and permeating into our culture and behaviors, including staff recruitment/performance management, embodied through our interaction with customers; developing and refining our products and services; and continuously monitored through our governance and oversight processes.

Our approach to fair conduct is vital to winning and retaining customers’ trust and loyalty. Focus on fair conduct is integral to KAF Digital Bank’s core values and business principles, and to support KAF Digital Bank’s strategy for sustainable growth, cascading into business processes and procedures. In alignment with our policy and BNM’s Fair Treatment of Financial Consumers policy, we are committed to the following principles of fair treatment:

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

• We will set minimum standards on fair business practices in all dealings with our customers. This includes providing financial services or products suitable to our customers’ financial circumstances and preserving the confidentiality of our customers’ information.
• We will train all staff attending to customers to provide quality advice and recommendations.
• We will take customers’ feedback seriously and provide immediate constructive feedback to our staff.

2. We commit to ensure that customers are provided with fair terms

• We will ensure that the terms in our contracts or agreements are fair, transparent, and well communicated to customers. 
• We will ensure that the terms and conditions set out the respective rights, liabilities, and obligations clearly and as far as possible in plain language. 
• We will ensure that the terms and conditions in contracts or agreements are not altered without prior notification to customers.

3. We commit to ensuring that customers are provided with clear, relevant, and timely information on financial products and services.

• We will provide customers with relevant and timely information in a product disclosure sheet.
• We will disclose key product features, fees and charges, risks, and benefits in a clear and concise manner.
• We will ensure critical terms are brought to customers’ attention and explained to the customers. 

4. We commit to ensuring that our staff, representatives, and agents exercise due care, skill, and diligence when dealing with customers.

• We will conduct sales, advertising, and marketing of our financial services and products with integrity and will not make false or exaggerated claims.
• We will avoid undeclared actual or potential conflicts of interest. 
• We will ensure staff remuneration takes into consideration whether key performance indicators relating to fair treatment of customers have been achieved.

5. We commit to ensure that customers receive suitable advice and recommendations that take into account their financial needs and circumstances

• We will provide clear, relevant and quality advice or recommendations based on adequate consideration of customers’ financial objectives, needs, circumstances, financial situation and risk appetite so that customers can make informed decisions. 
• We will ensure advice or recommendations are substantiated with a reasonable basis and in the best interest of customers. 
• We will ensure that our customers’ data and privacy are safeguarded. 

6. We commit to ensure that customers’ complaints and claims are handled in a prompt, fair and effective manner

• We will have in place proper and well documented complaints handling process and provide clear redress options should customers decide to further escalate their complaints.
• We will ensure that our staff, representatives and agents are properly trained to handle and resolve complaints in an effective and timely manner.
• We will monitor and evaluate the nature and trend of complaints received through effective root cause analysis and thereafter take adequate measures to rectify weaknesses identified. 

7. We commit to ensure that vulnerable consumers are treated fairly and equitably, including by our staff, representatives and agents 

• We will ensure that we assess the needs of vulnerable consumers in our customer base and target market and implement appropriate policies to meet these needs. 
• We will ensure that our staff, representatives and agents are well trained to recognise, assess and respond appropriately to the needs of vulnerable customers. 
• We will have in place sufficient monitoring and evaluation mechanisms to ensure that our staff, representatives and agents are responding to the needs of vulnerable customers and make necessary improvements to ensure vulnerable consumers continue to receive fair and equitable treatment.

Complaints Management

Our commitment to the highest standards of conduct and their embedding within our day-to-day activities are illustrated by our policy relating to complaint handling. Our complaints management sets out clear standards for:

• The processes by which we investigate and resolve complaints in a timely, unbiased, and effective manner.
• Providing appropriate training to staff on our complaints processes, emphasising the need to demonstrate empathy with customers.
• Ensuring customers are aware of how to make a complaint via a variety of channels (for example, via telephone, email, live chat).
• Resolving complaints at the first point of contact wherever possible, and where this is not possible, providing an acknowledgement to the customer and setting out the next steps.
• Ensuring customers are kept regularly informed of progress to resolve the complaint
• Responding to customers upon completion of an investigation, clearly detailing the outcome and including, where appropriate, details of remedial action and any redress.
• Notify customers of any available rights of referral or appeal if the customer is dissatisfied with the handling of, or response to, the complaint.
• Regular review of any “root causes” of complaints received to identify and address any systemic issues and to inform process improvements where applicable.
• Monitoring the quality and efficiency of our complaints handling, including adherence to relevant local regulatory requirements.

Please refer to www.kafdigitalbank.com.my for further information