Our Client Charter

MDeC is committed to serving you, our client, efficiently and effectively.

We promise to provide you high quality service in the following ways:

1. Through clear and accurate communication at all times
2. By being responsive to your needs and urgencies
3. Through the timely provision of services
4. By preserving the confidentiality of personal and business information

This charter details the standards of service you can expect from us.

We promise meaningful and effective Communication

We will:

• listen to and respond to your enquiries promptly and courteously
• provide you clear, helpful and accurate information
• follow up with you to achieve meaningful closure
• maintain our website and keep it current with information relevant to you

We promise Responsiveness

We will:

• respond quickly to your needs and urgencies whenever you need our help
• respond to all written complaints and feedback within two working days
• indicate the timeframe in which you will receive a full response from us, should there be enquiries
• or requests that cannot be responded to within two working days

We promise Timeliness

We will:

• ensure that your needs are addressed within agreed timeframes
• ensure that you receive timely information to enable good decisions
• honour all our commitments to you in a timely manner

We promise Confidentiality

We will:

• Maintain the confidentiality of your communication with us at all times

We welcome your Feedback

If our standard of service does not meet your needs or if we do exceed your expectations, please let us know.

We welcome your feedback to continually enhance our service to you and to continue pleasing you. All complaints will be investigated thoroughly. Our findings will be communicated to you. Your compliments, if any, will be forwarded to the persons concerned.

To provide feedback, please contact us through the following channels:

T: 1-800-88-8338 (within Malaysia) and +603 8315 3000 (outside Malaysia)
E: clic@mdec.com.my