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EPF Call Centre

The EPF Call Centre (CMC) aims to provide a fast, accurate, efficient and effective quality service through telephone calls to customers (both employers and employees) to ensure customer's satisfaction.

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Telephone number: 03-89226000

Fax number: 03-89226222 (Fax cover note)

Operating Hours 
Monday to Friday: 8.00 am to 6.00 pm. 
Closed on Saturdays, Sundays and Federal and Selangor Public Holidays.

Background:

The EPF Call Centre started receiving calls from the public on 15 September 2003. This centre was set up to replace the Hotline Unit which ceased operations on 5 September 2003. The soft launch was held on 1 October 2003 while the public launch was held on 1 March 2004.

Aims:

  • To provide fast, accurate, efficient and effective tele-service to all EPF customers.
  • To ensure uniformity in terms of policy, rules and regulations when giving information to all EPF customers.
  • To ensure all issues and problems raised through tele-service are dealt with systematically and in whole.
  • To relieve the workload of Functional Departments to entertain telephone calls so as to enable them to focus wholly on their respective core activities.


Functions:

  • Receive complaints, enquiries and disputes from customers.
  • Provide feedbacks and solutions to complaints, enquiries and disputes from customers.
  • Refer or to transfer complaints, enquiries and disputes to subject matter experts in other Department/State/ Branch offices.
  • Perform coordination work and follow-up with subject matter experts from other Department/State/Branch offices.
  • Communicate to customers feedbacks on complaints, enquiries and/or disputes.
  • Provide general/current information on EPF to customers.
  • Act as a reference centre for customer and EPF staff.
  • Conduct awareness campaigns like nomination, unclaimed money, updating member's address, website and others.
  • Prepare FAQ (frequently asked questions).

 

Updated: 3 June 2013