Licensed by Central Bank of the UAE
مرخصة من قبل البنك المركزي لدولة الإمارات العربية المتحدة
مرخصة من قبل البنك المركزي لدولة الإمارات العربية المتحدة
We at Goodwill Exchange Group are strongly committed to provide our customers a consistent and comfortable experience, when you get in touch with us. At Goodwill Exchange, we continuously work towards providing the experience and service levels that matches the quality of our products and meets the expectations of our customers.
We have developed this Customer Service Charter (“Charter”) to indicate what customers can expect in their dealings with us. Through this Customer Service Charter, we aim to share our passion and commitment to provide consistent and comfortable customer experience and also sets out how we propose to meet our obligations.
We are committed to take timely action to the feedback received and ensure continuous improvement. Please help us by providing your valuable opinion, inputs on the charter by reaching us at www.goodwillexchange.ae or call: 971 42 35 6364 or email us at goodwillexchange@emirates.net.ae
AML Compliance & Due-Diligence:
We aim to provide efficient and effective customer service at all times. The table mentioned hereinbelow showcase the service principles we abide by service standards we follow for our interaction with our customers and the processing and/or response time.
However, the service standards are indicative only. There could be individual cases which may be decided in longer or shorter periods than the service standard, depending on a range of factors, individual circumstances, and the complexity of each case.
| Service Principles | Measures of Effectiveness | ||
|---|---|---|---|
| Telephone | Branches | Digital | |
| Accessibility | Ensure accessibility of telephone services during business hours. | Ensure that working hours of our branches are convenient to our customers abiding by the regulatory requirement. | Ensure that the customer touch points such as e-mail IDs,customer care no: social media platforms and website addresses are given proper visibility; and ensure that adequate resources are in place to respond to customers contacting through these channels. |
| Response Time | To respond to your calls within 15 (fifteen) seconds | To serve you within ten minutes of your arrival at the counter. | To acknowledge customer enquiries received through e-mail, calls, website,within 12 working hours of receipt of the query and provide you with the timelines for our complete response. |
| Customer Management | Ensure proper management of telephone calls and divert queued calls to our call centers for resolution within 5minutes. | Ensure that our counters are well managed, and we will have adequate number of resources in person to serve the customers. | Ensure that these channels are managed well, and proper process followed for responding to customers of each of the channels. |
| Customer Management | We will be accessible by telephone during business hours. | Ensure that during holidays our working hours are notified in the branches well in advance and any change in timings are publicized, by giving prior intimation to the customers | Ensure that we are contactable through e-mail, website, during the business hours. The queries posted after office hours are responded in the first business hour of the following day. |
| Courteous and professional approach. | When we call you, we will provide you with our name and work area and tell you the reason why we are calling. When answering the telephone, the attendants will identify themselves. | We will be presentable. We will wear our name badges/id cards always. | We will acknowledge your queries, and provide contact details in our written correspondences. |
| Courteous and professional approach. | Our staff will sound friendly and polite. Wherever required,the team will ensure that the team member with the required language skill is handling the customers to make the conversation clear, precise and covering adequate information and the whole exercise is comfortable for the customers | Our staff will be very courteous and friendly while dealing with the customers in person. Wherever possible they will try to communicate in the language in which the customer can easily understand. | The language used in the communication,either written or oral,will be simple and polite. The preferred mode of communication will be in English. |
| Trained & knowledgeable staffing | Ensure that the staff is well trained on our products and services so that they can suggest the best solution based on the customer needs. | Ensure that the staff is well trained on our products and services so that they can understand your requirement personally and guide you to the appropriate services offered such as money transfers/foreign currency/payroll solutions/bill payments. | Ensure that the staff is well trained on our products and services so that they can suggest the best solution based on the customer needs. |
| Trained & knowledgeable staffing | Our staff will offer correct and complete resolution with clarity to meet customers’ needs | Our staff will offer correct and complete information with regards to customers’ needs. The staff will not make false promises which cannot be kept or achieved. | We will be accurate and helpful with timely responses that are relevant to customer needs. |
| Timely resolution for complaints and queries. | Ensure that all general queries are closed within 24 (twenty-four) working hours. In case of any delay in resolutions, the staff will keep the customers updated continuously till the final closure of the query. |
Ensure that it doesn’t take more than 15 (fifteen) minutes for every customer to be served. In case of unexpected delays, our staff will apologize as well as update the customers on the reasons for the delay. |
Ensure that all general queries are closed within 24 (twenty-four) working hours. In case of delay in resolutions, the staff will keep the customers updated continuously till the final closure of the query. |
| Data Security | Our staff will always ensure to follow Data Protection law and follow good practices. | Our staff will follow the data protection policy and will ensure that the customer data will not be shared with anyone else including friends or family. | Will ensure that the Customer data will not be shared with anybody else and full protection will be ensured as far as customer data is concerned. |
Customer Rights
1) Right to Fair Treatment
In pursuance to the Right to Fair Treatment, Goodwill Exchange will;
- Promote good and fair practices by setting minimum standards across our branches.
- Provide training to the staff to attend to customers, adequately and appropriately.
- Ensure that staff members attend to customers promptly and courteously.
- Treat all customers fairly and not discriminate against any customer on grounds such as gender, age, religion, caste, literacy, economic status, physical ability etc.
- Ensure that the products and services offered are in accordance with relevant laws and regulations.
While Goodwill Exchange shall endeavor to provide its customers with hassle free and fair treatment, customers are expected to behave courteously and honestly in their dealings with the Goodwill Exchange.
2) Right to Transparency, Fair and Honest Dealing
In pursuance to the Right to Transparency, Fair and Honest Dealing, Goodwill Exchange will;
- Ensure that we deal with the customer rest on ethical principles of equity, integrity and transparency.
- Ensure that all terms and conditions are fair and set out the respective rights, liabilities and obligations clearly in plain and simple language.
- Display on the bank’s website the bank’s Policies on terms and conditions, customer charter, Grievance Redressal etc.
- Make every effort to ensure that the staff dealing in a particular product is properly trained to provide relevant information to customers fully, correctly and honestly.
- Communicate unambiguously the information about:
- Relocation of our office/branch
- Changes in working hours
- Change in telephone numbers
- Closure of any office or branch
- Ensure that all marketing and promotional material is clear and not misleading.
- If any offer is for a limited period, then the time period will be clearly mentioned.
- Not threaten the customer with physical harm, exert influence or engage in behavior that would reasonably be construed as unwarranted harassment. We will ensure adherence only to the normal appropriate business practices.
3) Right to Privacy/ Data Protection
In pursuance to the Right to Privacy, Goodwill Exchange will;
Treat customer’s personal information as private and confidential (even when the customer is no longer transacting with us) and NOT disclose such information to any other individual /institutions, including subsidiaries /associates, tie-up institutions etc. for any purpose, unless;
- The customer has authorized such disclosure explicitly in writing
- Disclosure is compelled by law / regulation
4) Right to Grievance Redressal
In pursuance to the Grievance Redressal, Goodwill Exchange will;
- Deal sympathetically and expeditiously deal with all the errors and mistakes
- Correct mistakes promptly wherever required.
- Place in public domain (website) the Customer Grievance Redressal mechanism.
- Email ids and contact numbers for customer redressal will be displayed in the website. The time limit for resolution of complaints will be displayed.
- Acknowledge all formal complaints (including complaints lodged through electronic means) within 5 working days and work to resolve it within a reasonable period, not exceeding 10 days. The 10-day period will be reckoned after all the necessary information sought from the customer is received.
- In case of credit to a wrong account no: due to customer provides wrong account/beneficiary information, time taken for resolution will be unreckoned as the refund process includes Authorization letter from the wrongly credited beneficiary which will be time consuming and purely depends upon the wrongly credited beneficiary.
- Ensure the customer is refunded without delay (once refund received from the correspondent) after deducting charges in case of customer mistake and full amount if its internal/technical error.
Escalations of Complaints
We aim to resolve your concerns within 30 business days through our designated communication channel for complaints. In the rare event that we are unable to meet your expectations, you have the right to escalate the matter to Sanadak for further resolution.
Sanadak - An independent Ombudsman Unit for the resolution of financial complaints
What is Sanadak
Is an independent Ombudsman Unit, created under the supervision of Central Bank of UAE.
Will provide an independent process to resolve complaints between consumers and Financial Institutions that have not reached an amicable settlement through their internal processes.
Acts with impartiality, independence, fairness, and transparency to resolve financial complaints.
Customers' Responsibilities Before Escalating a Complaint to Sanadak.
Contact Details
Sanadak’s office is located on the ground floor of the Emirates Institute of Finance building in Abu Dhabi. Office hours are from 8:30 AM to 3:30 PM, Monday to Thursday, and from 8:30 AM to 11:30 AM on Friday. If you have any enquiries about Sanadak, please contact via e-mail: Info@sanadak.gov.ae and visit their website https://www.sanadak.gov.ae/en to understand more.
A customer should first raise the issue with the institution they are dealing with.
Customers should wait for 30 calendar days for a response.
The complaint should not be a duplicate of another active complaint.
The complaint should not be currently heard in a court of law.
- The complaint must be against an institution licensed by the Central Bank of the UAE.
Goodwill Exchange
Licensed by Central Bank of the UAE
Licensed by Central Bank of the UAE