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BC-9.5.19

In oral communications with a customer, whether in person or by telephone, the representative of the Islamic bank licensee must:

(i) Conduct himself in a polite manner and respect the wishes of the customer;
(ii) State the genuine purpose of the call at the commencement of the conversation;
(iii) Ascertain whether or not the customer wishes him to proceed with the conversation if the time of the conversation was not previously agreed by the customer;
(iv) Explain clearly the financial products or other services which he is authorised to arrange;
(v) Recognise and respect the right of the customer to terminate the call at any time; and
(vi) If he requests another appointment and the customer refuses, shall accept that refusal courteously and in such a manner as to cause no embarrassment to the customer.
Amended: July 2015
Amended: January 2011
Added: April 2008