PUBLIC COMPLAINTS SECTION



Preamble

We believe you deserve a courteous, fair and prompt service. If there is any circumstances when our service does not meet your expectation, please contact us using the appropriate contact details below and provide the Policy Number / Claims Number and Insured Person's Name.
  • Firstly with the department or person you dealt with us on how you would like the problem
       to be solved.
  • Secondly if the problem is not solved to your satisfaction, then make a formal written
       complaint to the Complaint Unit.
  • Procedure To Lodge A Complaint

    Complete the complaint form and provide the following information:
  • Full Name
  • Email Address
  • Mobile/Hp Number
  • Correspondence Address
  • Details of Complaints
  • Relevant Documents
  • Acknowledgement Of Complaint

    We will acknowledge the complaint within 2 working day and keep you informed of the progress. We will do our best to resolve the matter to your satisfaction within fourteen (14) days or such time period needed, in complex cases, which we will keep you informed.

    Redress Avenue

    If you remained dissatisfied with our decision you can refer the matter to OMBUDSMAN For FINANCIAL SERVICES (OFS) within six (6) months after the final decision was made or BANK NEGARA MALAYSIA through BNMTELELINK or BNMLINK.

    Ombudsman for Financial Services (OFS) (664393P)
    (Formerly known as Financial Mediation Bureau (FMB))
    Level 14, Main Block
    Menara Takaful Malaysia
    No.4, Jalan Sultan Sulaiman
    50000 Kuala Lumpur
    Telephone No .: 03-2272 2811
    Fax No            .: 03-2272 1577
    Email               : enquiry@ofs.org.my
    Website           : www.ofs.org.my

      OFS Jurisdiction:
    • Dispute involving financial services or products - RM250,000
    • Dispute on motor third party property damage insurance/takaful claims - RM10,000
    • Disputes on an unauthorised transaction through the use of a designated payment instrument or a payment channel such as internet banking, mobile banking,telephone banking or on unauthorized use of cheque. - RM25,000

    BNM
    Director,
    LINK & Regional Office,
    Bank Negara Malaysia
    P.O. Box 10922
    50929 Kuala Lumpur
    Telephone No   .: 1-300-88-5465
    Fax No              .: 03-2174 1515
    Email                  : bnmtelelink@bnm.gov.my

    Contact Us

    HEAD OFFICE - KUALA LUMPUR

    PERSON-IN-CHARGE

    E-MAIL ADDRESS

    PHONE NUMBER

    EXTENSION

    FAX NUMBER

    Ms. Helen Yee

    helenyee@
    pacific-orient.com

    03-2698 5033

    3471

    03-2693 6917

    En. Zulrani

    zulrani@
    pacific-orient.com

    03-2698 5033

    3262

    -


    BRANCHES

    LOCATION

    PERSON-IN-CHARGE

    PHONE NUMBER

    FAX NUMBER

    Johor Bahru

    Mohan Singh

    07-2222 537

    07-2245 631

    Melaka

    Liau Kwee Kiak

    06-2848 298

    06-2849 619

    Ipoh

    Chan Yoke Lee

    05-2550 370

    05-2532 943

    Penang

    Mahadevi

    04-2278 355

    04-2278 343

    Kuantan

    Jessie Teh

    09-5146 332

    09-5162 858

    Kuching

    Monica Wong

    082-239 019

    082-232 462

    Kota Kinabalu

    -

    088-389 927

    088-387 927


    BUSINESS CENTER

    LOCATION

    PERSON-IN-CHARGE

    PHONE NUMBER

    FAX NUMBER

    Sungai Petani - Kedah

    Dorothy Ung

    04-4231 425

    04-4231 260

    Sungai Besi - KL

    Wee Siew Keok

    03-9223 0646

    03-9222 3914



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