BC-9.5.19

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Past version: Effective from 01 Apr 2008 to 31 Dec 2010
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In oral communications with a retail 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 instruments 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.

Added: April 08