Treat Customers Fairly Charter

This Charter specifies our commitment to fairness which will be guided by the following:

• We commit to embed fair dealings into our corporate culture and values
  • We will ensure fair business practices in all our dealings with customers;
  • We will ensure all staff who attend to customers are adequately trained; and
  • We take customers' feedback seriously and will promptly provide constructive feedback to our staff.


• We commit to ensure that customers are provided with fair terms
  • We will ensure that the terms and conditions in contracts and agreements are fair and transparent;
  • We will ensure that the terms and conditions which set out the respective rights, liabilities, and obligations of the parties are clear and in plain language; and
  • We will ensure that the terms and conditions in contracts or agreements are not altered without prior notification to customers.


• We commit to ensure that customers are provided with clear, reliable and timely information on financial products and services
  • We will provide customers with relevant and timely information in our product disclosure sheets;
  • We will disclose key product features, fees and charges, risks and benefits in a clear and concise manner; and
  • We will ensure that critical and important information are brought to customers' attention and sufficiently explained to the customer.


• We commit to ensure that our staff, representatives, and agents exercise due care, skill and diligence when dealing with customers
  • We will conduct sales, advertising and marketing of our financial products and services with integrity; and
  • We will avoid undeclared actual or potential conflicts of interest, or conduct that may be perceived as a conflict of interest.


• We commit to provide advice and recommendations that commensurate our customers' financial needs and circumstances
  • We will provide clear and relevant recommendations and advice to customers in the best interest of their financial needs, objectives and risk appetite for them to make informed decisions; and
  • We will ensure to safeguard the privacy and personal information of our customers.


• We commit to ensure that customers' complaints are handled promptly and in a fair and effective manner
  • We will establish and document clear complaint handling guidelines and options for redressal should customers decide to further escalate their complaints;
  • We will ensure that our staff, representatives, and agents are adequately trained to handle and resolve complaints in an effective and timely manner; and
  • We will evaluate the nature and trend of complaints received and take adequate measure to rectify any weaknesses identified.


• We commit to ensure that vulnerable consumers are treated fairly and equitably
  • We will assess the needs of vulnerable consumers and implement appropriate policies to meet their needs;
  • We will train our staff, representatives, and agents to recognize and appropriately attend to the needs of vulnerable customers; and
  • We will monitor and evaluate our staff, representatives and agents to ensure vulnerable customers continue to receive fair and equitable treatment and make improvements, where necessary.