This article outlines the customer support practices which Google Payment Malaysia ('GPMY') has in place, in order to satisfy the Bank Negara Malaysia ('BNM') issued Fair treatment of financial consumers policy document on 6 November 2019, which took effect in May 2020.
To protect the interests and financial wellbeing of our customers:
We commit to embed fair dealing into our institution’s corporate culture and core values
- We will set minimum standards on fair business practices in all dealings with our users. This includes preserving the confidentiality of our customers’ information; and
- We will take customers’ feedback seriously and provide immediate constructive feedback to our staff.
We commit to ensuring that our customers are provided with fair terms
- We will ensure that the terms in our contracts or agreements are fair, transparent and well communicated to users.
- We will ensure that the Terms and Conditions set out the respective rights, liabilities and obligations clearly and as far as possible in plain language.
- We commit to providing at least twenty-one (21) days' notice before any changes to the Terms and Conditions/Terms of Service take effect.
We commit to ensuring that customers are provided with clear, relevant and timely information on financial services and products
- We will provide Play Balance users with relevant and timely information of Play Balance;
- We will refund the balance in the Play Balance accounts within one month from the date on which the request is made, and without additional cost (except what is necessary to complete the refund), in the event that the user:
- Decides to close his/her account;
- No longer wishes to use Play Balance; or
- Was wrongly charged due to technical discrepancies.
- We commit to ensuring that Play Balance users are provided with clear, relevant and timely information (including complaints handling procedures) in order for them to make informed decisions before, during and after the point of sale. Relevant information is available in our Help Centre articles.
- We provide clear Terms and Conditions ('T&C') for Play Balance users that are available in the company’s Help Centre on the website, as are the T&C for refunds.
We commit to ensuring that GPMY's staff, representatives and agents (collectively, 'GPMY employees') exercise due care, skill and diligence when dealing with financial customers
- We will conduct dealings with financial customers with integrity and will not make false or exaggerated claims;
- Our commitment to Play Balance users reflects Google’s commitments to its users, as embodied in Google’s code of conduct.
We commit to ensuring that financial consumers’ complaints and claims are handled in a prompt, fair and effective manner
- We commit to making reasonable efforts to understand the issue; investigating the complaint thoroughly; and explaining the basis of the decision when responding to the financial customer.
- We commit to ensuring safe operations, privacy of consumer information, reliable and quality services, transparency of products and services, and prompt response to enquiries, complaints, refunds and disputes;
- Upon receipt of a complaint, we will attempt to resolve the issue. If a customer remains unsatisfied with the final outcome, we shall inform the customer of the availability of the Ombudsman for Financial Services.