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    Fair Treatment of Financial Consumers 
    for Vulnerable Consumers (FTFC-VC)

    Background

    The Bank fosters a corporate culture that reinforces ethical, prudent, and professional conduct and behaviour to ensure all our customers are treated fairly and equitably. Moreover, the Bank has exercised due care and placed greater emphasis, effort, and support on vulnerable consumers by understanding and effectively responding to their needs, as required by the BNM Policy Document on Fair Treatment of Financial Consumers (FTFC).

    ​​​​​​​As per the FTFC, a vulnerable consumer refers to a financial consumer who;

    1. may face challenges in accessing financial services or may require assistance engaging in financial services, for example, a person with disabilities or a senior citizen (aged 60 years and above);
    2. has a low ability to withstand financial shocks, for example, a person who is over-indebted or has no savings;
    3. is experiencing or has experienced adverse life events that result in temporary or long-term financial hardship, for example, natural disasters, temporary loss of income, unemployment, or the death/total permanent disability of the main breadwinner; or
    4. has an inadequate level of financial literacy or experience in using financial services or products, or has poor language skills. For example, a person who only speaks a language other than Bahasa Malaysia or English, is illiterate, or is not digitally savvy.


    Objective

    To maintain impartiality, integrity, and a high level of professionalism in our interactions with financial customers, particularly those classified as vulnerable consumers. 

    Our frontliners understand the importance of ethical behaviour and have the ability to identify and interact with vulnerable consumers respectfully and supportively including recognising signs of vulnerability and knowing how to respond appropriately. 

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    What AFFIN Has For You

    • We understand and will effectively respond to the needs of the vulnerable consumers.
    • We will take reasonable care to ensure the suitability of products and services offered to vulnerable consumers.
    • Our services and product features are designed to avoid disproportionate harm or  exclusion of vulnerable consumers. Our services and products are also designed to ensure that vulnerable consumers are not discriminated against by imposing conditions that create additional inconvenience in accessing the same financial services or products offered to other financial consumers.
    • We provide fair terms and contracts for vulnerable consumers.
    • We provide financial consumers including vulnerable consumers with clear, relevant, and timely information on financial services and products.
    • We clearly and patiently communicate the features of our products or services in great detail to vulnerable consumers.
    • We ensure our staff, representatives and agents exercise due care, skill and diligence when dealing with vulnerable consumers.
    • We are committed to ensuring that our staff deliver suitable advice and recommendations that take into account customers’ financial needs and circumstances.
    • We strive in handling financial consumers’ complaints and claims, including those of vulnerable consumers, promptly, fairly and effectively.


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    Copyright 2018 Affin Bank Berhad (25046-T).