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  Accounts and Services - Main Terms and Conditions (EN)

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Online Banking

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At OCBC Bank we are dedicated to listening to our customers and understand their needs.

As a customer of OCBC Bank you may receive a call or SMS to ask for feedback on our service quality. Our appointed telephone survey vendor is Ascentiq Research (M) Sdn Bhd. Any information provided will be kept strictly confidential. We look forward to hearing from you on how we can improve our customer service.

We would like to stress that neither OCBC Bank nor any of its appointed vendors will ever ask you for your personal account information, such as account balances and passwords, over the phone. If anyone asks for your personal account information, please do not disclose it; instead contact us at +603 8317 5000 immediately.

If you need clarification about the survey or if you do not wish to participate, please contact us at the same number +603 8317 5000.

Thank you in advance for sharing how you feel about our customer service.

Get more information on scam calls

Get more information on dye-stained bank notes

These terms and conditions govern OCBC Bank (Malaysia) Berhad's depository and current accounts and the services specified hereunder.

Please click here to view the Terms & Condition.

These terms and conditions govern OCBC Al-Amin Bank Berhad's depository and current accounts and the services specified hereunder.

Please click here to view the Terms & Conditions.

If you have an issue that needs to be resolved or wish to feedback on our products and services, here's how you can reach out to us.

1. Call our Customer Service Executives at +603 8317 5000 (operating daily from 8am to 10pm)
2. Fill in our online feedback form
3. Speak to our staff at any OCBC branch nearest to you

Note:

Sealed copy of court orders may be served on the Bank at the nearest branch. Electronic communication channels of the Bank (including customer service or other email addresses, facsimile numbers, online forms) are not equipped to handle legal processes. Any legal processes sent through electronic communication channels must be re-delivered to the nearest branch to enable due processing.

What should you expect?

Complaints will normally require 14 days to be resolved from the date of receipt. Our staffs are empowered to objectively handle your complaint and will respond to you within 14 days or if an investigation with a third party is required, this may take more than 14 days.

If your complaint is not resolved to your satisfaction, you may:

• Email to myexperience@ocbc.com

• Write to:

  Service Transformation Department
  OCBC Bank (Malaysia) Berhad
  Menara OCBC, 18 Jalan Tun Perak
  50050 Kuala Lumpur
  

Please take note sealed copy of court orders may be served on the Bank at the nearest branch. This email address is not equipped to handle legal processes. Any legal processes sent through this email address or any electronic communication channels must be re-delivered to the nearest branch to enable due processing.

What happens if you are unhappy with our final response?

Our final response will provide details of alternative avenue to seek for redress.

You may choose to have the matter reviewed by:

Call us immediately

1. If you have fallen victim to scams or if you suspect that your OCBC account details or funds may be compromised, please call our Personal Banking Hotline immediately at 8317 5000 (or 603 8317 5000 if you are overseas). Press 8 to report scam and temporarily block all your accounts and cards.
2. You can also block it yourself by activating the OCBC Kill Switch through your OCBC MY Mobile Banking app. After blocking your accounts and cards, you will still need to call our Personal Banking Hotline to report the scam.

File a report with the police

1. Please make a police report at any police station as soon as possible. This will enable the police to start their investigation into your case.
2. You can follow-up on your case with the police by:
   1. Checking online via https://sso.rmp.gov.my
   2. Contacting the police investigating officer assigned to your case.

Information you will need to provide if you have been scammed for electronic banking transactions:

1. Personal details:
   • Full name
   • NRIC/passport number
   • Contact number
   • Email address
2. Description of the incident:
   • How you were contacted (e.g., via phone call, SMS, social media, email, or website)
   • Your affected bank account number
   • Your phone model and version
3. Was any of your information disclosed to the scammer?
   • Personal details (Name/NRIC or birth date)
   • Banking details (Account number/Online banking Login ID/Password/One-Time Password (OTP) or OCBC debit/credit card details)
4. Information of each transaction:
   • Number of transactions disputed
   • Date and time of each transaction
   • Amount of each transaction
5. Beneficiary information of each transaction:
   • Bank name
   • Name of the account holder
   • Account number
6. Information provided by the scammer:
   • Name
   • Contact number
   • Email address
   • Website or any links
   • Social media accounts
7. Completed dispute form and police report. It is important to file a police report, as this is a financial crime, and it enables the police to initiate an official investigation.

What can you expect after reporting to the bank of an unauthorised electronic banking transaction?

1. You may receive a follow-up call from us within three working days to guide you through any necessary actions.
2. We will initiate the recovery of the funds; however, this does not guarantee that the funds can be recovered. Recovery of funds is on a best-effort basis.
3. We will promptly begin the investigation upon receiving your completed documents.
4. To help facilitate the investigation process, we may contact you for additional information.
5. We will conclude the investigation based on our findings and respond to you within 14 working days from the date we received your completed documents.
6. However, if we require additional time, we will provisionally credit the full disputed amount or RM5,000, whichever is lower into your account.
7. Upon completion of the investigation, if we conclude that you are fully or partially liable for the losses, we reserve the right to request that you repay the provisional credit.

Be vigilant against fraud and scams.

Find out more on how to avoid online scams, phishing and malware attacks here