About EPF

Customer Charter

Our Promise

Waiting Time For Services At The Counter

• Non-peak Hours: Providing services to members/employers within 8 minutes after obtaining queue numbers.
• Peak Hours*: Providing services to members/employers within 15 minutes after obtaining queue numbers.
  (*) Peak Hours: From 11.00 am to 2.30 pm.;

Member And Employer Registration

• Registration of complete members/employers' applications within 1 working day from the date of receipt.

Nomination Registration

• Registration of complete members' nomination applications within 1 working day from the date of receipt.

Answering Telephone Calls

• Answering your telephone calls within 10 seconds.

Answering Customers' Letters And Emails

• Notification of acceptance of letters and emails within 2 working days from the date of receipt. 
• Response to emails within 5 working days from the date of receipt. 
• Response to letters within 10 working days from the date of receipt.

Processing Members' Withdrawal Applications

• Process complete applications for Age 50/55 Years Withdrawal and More Than RM1 Million Withdrawal and make payments in not more than 5 working days from the date of receipt. 
• Process complete applications for housing withdrawals and make payments in not more than 15 working days from the date of receipt. 
• Process complete applications for other types of withdrawals and make payments in not more than 21 working days from the date of receipt.

Receipting Contribution Payments

• Receipting complete contribution payments within 2 working days from the date of receipt.

Contributions Crediting

• Crediting complete contribution payments into members' accounts within 21 working days  from the date of receipt.

Members' Annual Statements

• Issuing Members' Annual Statements to active members within 30 days from the date of dividend declaration.
  (*)  Members' Annual Statements can be obtained from the available channels, namely i-Akaun, Kiosks and counters.

Updated: 9 March 2012.