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. official website, by telephone, e-mail or official social media page) of available products and services. You can contact us for more information or to provide feedback through these channels.

Improvement

i. We will continually look to improve our service and listed to the feedback you provide. We hope that you will help us to achieve this by responding to our requests for feedback at the end of the process

We are committed to make it easy for you to deal with us.

Target / Goal

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 a minute*

*However, there may be certain peak periods whereby the wait time may extend beyond 1 minute.

Answer written enquiries made to our Careline Centre promptly

We will respond first reply within 2 business days*.

*However, there may be certain peak periods whereby the response time may extend beyond 2 business days.

‍Provide customers with necessary information to make informed decisions

Where applicable, we will provide updated information and promotion on our products and services through our website and any other communication channels deemed suitable.

Issuance of regular refunds

We shall refund within 30 days* upon completion receive of documentation .

*In accordance to our Terms and Conditions.

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 seven (7) business days from the date enquiry* is made.

*However, should the enquiry be complex, we will 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 2 business days, provided no follow up is required. If follow up and feedback is required, we will revert to customer no later than seven (7) business days from the date enquiry* is made.

*However, should the enquiry be complex, we will keep the customer updated on the progress.

We are committed to listening

Target / Goal

Resolve customer complaints fairly, consistently and promptly

Aim for 70% customer satisfaction.

Actively seek your feedback and suggestion on how we can serve you better

Aim to provide various avenues and channels for customer feedback.