Quality policy

CUSTOMER SERVICE POLICY

In providing services to customers, the following fundamental principles will be adhered to:

1. Ensuring customer privacy, security and reliability;
2. Provide general operational information and advice to customers and ensure transparency;
3. Ensuring equal customer participation and engagement;
4. The employee responsible for customer service shall prioritize the customer's interests over their personal interests;
5. Providing services exclusively to customers who meet the legal requirements established;

 The following policy is applicable to customer service:

1. For the customer

   The bank ensures equal and fair treatment for every customer, regardless of their registration status, origin, ethnicity, language, race, age, gender, social origin, wealth, disability, occupation, position, religion, opinion, education, or family and friendship connections;

2. For the customer's financial eduction

   Every bank employee should be involved to increase the financial education of the customer, advise on the solutions to prevent any financial risk, and provide the customer with accurate news and information;

3. For products and services

   We are committed to providing gender-sensitive products and services that align with customer behavior, segment characteristics, life cycles, and needs and support sustainable and green trends, ensuring they are user-friendly, intuitive, and continuously growth in value;

4. Channel for providing products and services

   We maintain open channels for providing products, services, and information to customers. We also keep it open for receiving customer complaints and feedback through all available channels and promptly addressing and resolving any feedback issues that arise;

5. Open acceptance of customer complaints and feedback

   We place the most importance on the security of all channels where customers receive products and services, ensuring maximum confidentiality of customer information at every stage of the bank's operations, taking any customer's feedback and complaints as a matter of priority by the directors of our bank's departments and units to address these concerns promptly and effectively;

6. As a customer service staff

   To become a "Customer Centric Bank" and "Green Bank", every employee who provides services to customers should be recognized as a regular implementer and face of service culture and standards. The officer shall prompt provision of product and service recommendations, and provide customers with an understanding of sustainable and green financing aimed at mastering the ability to deliver quality information about products and services;

7. For green products and services

   Under the motto "Together toward sustainability", all relations related to the providing bank products, services, and customer services should be aimed at the environment friendly, green and sustainable development;