Page 116 - Bank-Muamalat_Annual-Report-2023
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BANK MUAMALAT MALAYSIA BERHAD
DATA ON
MATERIAL MATTERS
M8 CUSTOMER EXPERIENCE
Complaints
On resolving complaints received by our customers, the Bank ensures the TAT is prompt and does not result in
customers’ dissatisfaction.
The number of complaints in FY2023 has increased by 3% compared to FY2022. 36% of complaint cases were resolved within
2 working days. Fraud cases in FY2023 have increased by 6% compared to FY2022.
Turnaround Time for Complaint Resolution Number of Complaints Resolved Percentage (%)
0 - 2 Working Days 2,130 35.60%
3 - 5 Working Days 1,236 20.66%
> 5 Working Days 2,617 43.74%
Total 5,983 100%
No. of
Complaints by Category %
Complaints
Internet Banking Related 1,306 21.83%
Self-Service Terminal Related 36 0.60%
Fraud 2,659 44.44%
Branch Services 36 0.60%
Others 1,946 32.53%
Total 5,983 100%
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