Customer Charter

We establish and maintain relationships with our customers. Our commitment to you is:
To be fair

• expecting you to pay only what is due.
• treating everyone with equal fairness.

To meet your needs by

• answering all your enquiries efficiently the very first time
• giving you clear and useful information on our products by assistance at enquiry office and by our website (www.mcsmutualaid.com)
• regular customer care training for our staff so that they are helpful and knowledgeable.

To provide an efficient customer service by

• Welcoming and guiding you to the appropriate desk as people come first in our service.
• Processing your application promptly and accurately.
• Keeping your file strictly confidential.
• Using and disclosing the information you give us only as allowed by the law.
• Keeping our costs to a minimum.
• Aiming to achieve ultimate customer satisfaction in the Association’s business.

To be accountable for what we do by

• Setting standards for ourselves and stating how well we live up to them.
• Responding promptly and answering to queries from our customers.

And in return, we rely on you to

• Be courteous as usual to our staff.
• Give us accurate information and to fill in correctly the forms.
• Check your payslip and credit advice regularly to ensure the correct amount is being deducted / paid.
• Inform us of any change of address, employer or Bank Account No.
• Contact us immediately in case you intend to resign or to proceed on leave without pay.

If you are not satisfied,

• Ask for your case to be looked at again.
• Forward your complaint by email or fill in a complaint form and drop it in the complaints and Suggestion box at the Reception desk.
• Write to Management.
• Appeal to the Board of Directors.

Click to download

• Know your Customer Policy
• Risks Associated with SMS
• Customer Survey Form