17 February 2025 

Our Commitment to You

At KAF Digital Bank, we are committed to delivering exceptional customer service in line with
Bank Negara Malaysia’s (BNM) digital banking guidelines. Our charter reflects our core
values of fairness, transparency, accessibility, and innovation, ensuring a secure and
seamless banking experience for all.

1. Fair and Transparent Banking

• We will provide clear, accurate, and timely information about our products, services, fees, and terms & conditions.
• Our product disclosures will be simple and easy to understand.
• We will communicate changes in fees, policies, or terms in advance.
• We ensure data privacy and confidentiality in line with regulatory requirements.

2. Accessible and Inclusive Services

• Our Islamic savings accounts are Shariah-compliant and designed to be accessible to all, including underserved communities.
• We provide multiple digital engagement channels for easy banking access, including our mobile app, website, and chatbot.
• We offer financial inclusion initiatives through digital innovation to serve unbanked and underbanked individuals.
• Special assistance is available for persons with disabilities (PWDs) to ensure easy access to our banking services.
• Dedicated Support Line – A helpline or chatbot assistance for customers to get support.
• Secure Messaging 24/7 – Customers can submit requests, ask questions, or share documents through our secure in-app messaging system.

3. Responsive and Efficient Customer Support

• Our customer support team is available:
  📅 Monday to Friday | 🕗 8:00 AM – 6:00 PM
• Secure messaging for document submission is available 24/7 via our mobile app.
• Our Help Center articles provide FAQs and self-service guidance for quick assistance.
• We strive to resolve all customer queries and complaints within the committed turnaround time.
• Escalation procedures are in place to promptly address unresolved issues.

4. Security and Fraud Protection

• We employ cutting-edge cybersecurity measures to protect customer accounts and transactions.
• We provide clear guidance on secure banking practices and encourage customers to report suspicious activities.
• We comply with BNM’s fraud prevention policies and will take immediate action in case of security breaches.

5. Customer Rights and Responsibilities

As our valued customer, you have the right to:

• Fair treatment in all dealings with us.
• Accurate and transparent information about our products and services.
• Confidentiality of your personal and financial information.
• Prompt responses to inquiries and complaints.
• Access to secure and user-friendly digital banking solutions.

Your responsibilities include:

• Providing accurate information when applying for products and services.
• Keeping your account details and security credentials safe.
• Notifying us immediately in case of suspected fraud or unauthorized transactions.
• Using our banking services ethically and responsibly.

Customer Feedback and Complaint Handling

We value your feedback and are dedicated to continuous improvement. If you have any
complaints or suggestions, you can reach us through:

● 📧 Email: hello@kaf.com.my
● 📞 Call: +603-8744 3331
● 💬 Secure Chat: Available via the KAF Digital Bank mobile app
● 📲 WhatsApp support available: +6012473 8744

We aim to resolve all complaints within 14 working days. If you are unsatisfied, you may
escalate to BNM via eLINK

Commitment to Continuous Improvement

We review this Customer Service Charter annually 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 banking.

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. 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 conduct is vital to winning and retaining customers’ trust and loyalty. Focus on 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 Malaysia’s Financial Fair Treatment of Financial Consumers policy, we are committed to
the following spirit 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 ensuring 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.

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 the customers’ attention and explained to them.

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 or conduct that may be
  perceived as a conflict of interest.

Complaints Management

Our commitment to the highest standards of conduct and their embedding within our day-to-day
activities is illustrated by our policy relating to complaints 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 for 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
• Notification to 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.