The Chairman, the board and senior management are committed to deliver good financial consumer outcomes to our customers. We believe in building long-term and mutually beneficial relationships with our customers. This Charter specifies our commitment to provide the highest standards of fairness in all our dealings with our customers.

To protect the interests and financial well-being of our customers, we commit to:
  1. We will ensure fair business practices are complied with in all dealings with our customers. This includes providing financial services or products suitable to our customers’ financial circumstances and preserving the confidentiality of our customers’ information;
  2. We will ensure our staff and intermediaries, involved in selling and marketing of financial products and services, are adequately trained and have sufficient knowledge of the disclosure requirements, the product and its operations;
  3. We will take customers’ feedback seriously and provide immediate constructive feedback to our staff.
  1. We will ensure that the terms in our contracts or agreements are fair, transparent, and well communicated to customers;
  2. We will ensure that terms and conditions set out the respective rights, liabilities and obligations clearly and as far as possible in plain language;
  3. We will ensure that the terms and conditions in contracts or agreements are not altered without prior notification to customers.
  1. We will provide customers with relevant and timely information in a product disclosure sheet;
  2. We will disclose key product features, fees and charges, risks and benefits in a clear and concise manner;
  3. We will ensure critical terms are brought to customers’ attention and explained to the customers.
  1. We will conduct sales, advertising and marketing of our financial services and products with integrity and will not make false or exaggerated claims;
  2. We will avoid or clearly disclose actual or potential conflicts of interest;
  3. We will ensure staff remuneration takes into consideration whether key performance indicators relating to fair treatment of customers have been achieved.
  1. We will place a proper and well documented complaints handling process and provide clear redress options should customers decide to further escalate their complaints;
  2. We will ensure that our staff, representatives and agents are properly trained to handle and resolve complaints in an effective and timely manner; and;
  3. We will monitor and evaluate the nature and trend of complaints received through effective root cause analysis and thereafter take adequate measures to rectify weaknesses identified.