Customer Care. Policies & Procedures

Transcription

1 Custmer Care Plicies & Prcedures

2 Custmer Care Plicy Intrductin The verriding principle central t Ryal Securities culture and eths is that clients cme first. Ryal Securities is cmmitted t the fair treatment f all clients, irrespective f size f investment thrugh which they registered their Accunts with us. Ryal Securities recgnizes that client satisfactin is the fundatin n which t build a business which is sustainable ver the lng term. Delivering ptimal custmer utcmes is an enterprise-wide respnsibility and requires participatin frm all parts f the business. Apart frm any legislative r regulatry bligatins, treating custmers fairly is a business imperative. Withut clients we have n business putting clients needs at the frefrnt f what we d is a key business pririty.

3 Our Custmer Cmmitment Ryal Securities (Pvt) Ltd. and its staff are cmmitted t prmting the visins and values f rganizatin and t delivering the standards cntained in this plicy. The Ryal Securities Pvt Ltd. strives fr excellence and prfessinalism in prviding custmer service, bth inside and utside the rganizatin, within the limits f available, well-managed resurces. T accmplish this missin, we agree upn these values: Anticipating the needs f ur custmers and planning accrdingly Greeting ur custmers prmptly, cheerfully and respectfully Listening carefully and giving full cnsideratin t the requests and cncerns f ur custmers Cmmunicating hnestly, curteusly and knwledgeably Prviding fllw-thrugh fr ur custmers prmptly, respnsibly and efficiently Serving with pride, cmmitment, and with high ethical standards Respecting the individual and encuraging participatin We are uncmprmising abut applying ethics and gd gvernance acrss all areas f ur business Values: Always put clients first Think and act like an wner, nt an emplyee Always act with integrity One business ne team Excellence in all we d Think cntributin nt title

4 Fair Treatment / N Discriminatin Plicy Ryal Securities (Pvt) Ltd. Cmmitted t equality f pprtunity and access fr all irrespective f their age, gender, class, marital status, natinality, ethnic rigin, disability r religius belief. We aim t create a wrking envirnment which values and respects the variety f life styles and cultures. Ryal Securities will strive t ensure that n emplyee, Clients, member, r any ther persn cnnected t Ryal Securities (Pvt) Ltd., experiences unlawful r unfair discriminatin. Individuals and Cnduct Cvered These plicies apply t all applicants and emplyees, whether related t cnduct engaged in by fellw emplyees r by smene nt directly cnnected t Ryal Securities Pvt Ltd. (e.g., an utside vendr, cnsultant r custmer). Cnduct prhibited by these plicies is unacceptable in the wrkplace and in any wrk-related setting utside the wrkplace, such as during business trips, business meetings and business-related scial events.

5 Reprting an Incident f Harassment, Discriminatin r Retaliatin Ryal Securities Pvt Ltd. encurages reprting f all perceived incidents f discriminatin, harassment r retaliatin, regardless f the ffender s identity r psitin. Individuals wh believe that they have been the victim f such cnduct shuld discuss their cncerns with their Senir Management. See the cmplaint prcedure described belw. Cmplaints, Feedbacks & Suggestins Plicy. Whilst we take great care t ensure that we prvide all ur services efficiently, curteusly and t a high standard, we accept that cmplaints may be made. A cmplaint is a valid expressin f dissatisfactin and hwever it is made, by , letter, telephne r verbally, we will investigate it and use it as a means t imprve ur standards f service. If at any time yu are nt happy with the levels f service yu experience, please ask t speak t the management and we will try ur best t reslve yur cmplaint straight away. Yu can register yur cmplaint in persn, by telephne r by writing letters r . All written cmplaints will be dealt with by ur Operatin s Manager r the persn they feel can best respnd t yur cncerns. We will acknwledge all written cmplaints prmptly f receiving the letter, at which pint yur cmplaint will be investigated. If yu are nt satisfied with the way in which yur cmplaint has been dealt with, we have an appeal prcedure which the Operatin s Manager will activate at yur request. Any actin

6 taken that will affect members f staff as a result f a custmer cmplaint will be cnveyed t all cncerned befre a respnse is given t the custmer. It is Ryal Securities (Pvt) Ltd. plicy and respnsibility t prvide excellent service t the public. Custmer feedback helps us measure whether ur services are meeting ur Client needs and expectatins. It als helps us identify prblems that need t be slved. High quality custmer service depends n custmer feedback. While praise is always welcme, cnstructive criticism is truly helpful in the lng run. The purpse f this plicy is t establish unifrm standards and prcedures fr respnding t custmer feedback, thus making sure thse respnses are timely and that issues d nt fall thrugh the cracks. The plicy strives t treat every interactin with the public as an pprtunity t prduce a satisfied custmer, r at least ne wh feels that he r she was listened t and taken seriusly, even if it was nt pssible t meet his r her request. This plicy utlines a prcedure fr respnding t cmplaints, requests fr service and questins that cme t the Ryal Securities Pvt Ltd. Office thrugh a custmer visit, call, letter r . Departments are expected t use similar standards and prcedures fr the cmplaints, requests and questins that cme directly t the department and nt thrugh the Ryal Securities Office. Respnse Standards When pssible, cmplaints, questins and requests fr service shuld be reslved in real time n the same day they arrive. Hwever, in many instances, referral and fllw-up are necessary in rder t fully understand and reslve the issue. In such instances, the fllwing standards fr acknwledgement and reslutin shuld be fllwed. Acknwledgement All cmplaints, questins and requests fr service shuld be acknwledged within ne business day. This acknwledgement shuld nte the persn t whm the issue has been referred and when the custmer can expect a respnse.

7 If the custmer feedback is delivered by phne r in persn, this acknwledgement shuld be given verbally during the call r visit. If the custmer feedback is delivered by , the acknwledgement shuld be given by . If the custmer feedback is delivered by pstal mail the acknwledgement shuld be sent via telephne, pstal mail r , whichever is apprpriate. Fr written acknwledgements, templates with standard language shuld be used t minimize staff prcessing time. Reslutin A substantive respnse shuld be prvided within seven business days. This respnse shuld include the Ryal Securities analysis f the issue and the prpsed reslutin. Clear reasns shuld be given if it is nt pssible fr the Ryal Securities t accmmdate the custmer s request. If a reslutin is nt pssible within seven business days, the custmer shuld be ntified and given the date by which they can expect a respnse. The reslutin can be cmmunicated t the custmer verbally, by r by pstal mail, depending n the cmmunicatin methd mst apprpriate t the situatin.

8 Disaster Recvery Plan / Cntingency Plan Fr clients f Ryal Securities (Pvt) Ltd. The fllwing is a general descriptin f plans in place at Ryal Securities (Pvt) Ltd. t maintain business cntinuity in the event that peratins are disrupted fr any reasn. Cntingency planning at Ryal Securities gal is t help its valued clients t build and preserve wealth. S it is critical that we plan carefully and methdically t ensure a quick and smth recvery in the event f a disaster r emergency. Frm Chief Executive Officer t each Ryal Securities assciate, Ryal Securities has a cmpanywide cmmitment t ensure that yur assets are safe and that ur service t yu cntinues withut interruptin. Our apprach t cntingency planning is simple. We think f ur business as a chain in which each link is a cmpnent f ur peratin peple, facilities, business prcesses, infrastructure, and infrmatin. Each link is equally imprtant and must be accunted fr and tested as part f an verall business-cntinuity prgram. T accmplish this, we have established a dedicated team fr crdinating the planning, develpment, testing, and executin f cntingency plans. Ryal Securities business cntingency planning prvides fr the recvery and restratin f all critical peratins. Our prcess cnsists f three majr cmpnents: detailed, written business cntingency plans; data security and recvery; and business cntingency tests.

9 Business cntingency plans. Ryal designs specific, frmal plans t respnd t a range f incidents frm wrst-case scenaris fr Example: Prblems r Wrst Situatin Cntingency Plans 1. In case f Pwer Failures. Backup UPS are available. 2. In case f Internet failure. Multiple Service Prviders 3. In case lss f Data. Daily Offsite Backup (sft r Hard Cpy) 4. Cmmunicatin Lsses/r Busy Telephne Multiple Operatrs and Lines Available. 5. In case f natural disasters such as flds,crisis, Wrk Site Accident etc. Ryal Securities have Registered Branch ffice at Malir Cantt. And Bths at Pakistan Stck Exchange. 6. In Case f KATS, nline Applicatin KITS and DRS (Disaster Recvery System) prvided by PSX. VTrade Failure. These plans are regularly tested and updated t accmmdate changes in cntingency requirements. Data security and recvery. Data security is, f curse, a tp pririty. T mitigate cmputer virus attacks and ther acts f cyberterrrism, we have implemented cntrls mnitred by a dedicated team f infrmatin security specialists mrever PSX prvide antivirus fr cyber security. We als maintain a netwrk f redundant systems, ff-site data strage t ensure that all surce data are recverable in a disaster. Business cntingency tests. We als peridically cnduct mck n Saturday r after market time with the cperatin f Pakistan Stck Exchange and ur dedicated Team. We cnduct integrated tests with critical vendrs t validate ur ability t wrk tgether during an emergency. In additin, ur Infrmatin Technlgy divisin frequently perfrms disaster recvery tests t gauge hw quickly we can regain ur systems in the event f an emergency.