Visitor Hits :  

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.