Bank Islam Self Service Phone Banking (SSPB)

Terms & Conditions

The following Terms and Conditions shall apply to Customer’s access and/or use of Bank Islam Self Service Phone Banking (SSPB) services provided herein by Bank Islam Malaysia Berhad (“Bank Islam”). By accessing and/or using the Service, Customer(s) hereby acknowledge and agree to be bound by these Terms and Conditions.

1. DEFINITIONS

“Account”

means any individual account maintained with Bank Islam that may be accessed through the Service in accordance to these Terms and Conditions.

“Contact Centre”

means Bank Islam centralized office contactable twenty four (24) hours at 03-26900900 where Customer Service Agents carry out telephone correspondence

“Customer”

means any individual or sole proprietor who maintain an Account with Bank Islam.

“Customer Service Agent”

means employees and/or representatives of Bank Islam who are stationed at Contact Centre who will assist the Customer(s) in accessing and/or using the Service.

“IC No.”

means a 12-digit numbering system known as the identification card number issued to Malaysian citizens and permanent residents for identification, indexing and tracking purposes by National Registration Department (NRD) of Malaysian government.

“Registered User”

means Customer who is registered with Bank Islam for the Service in accordance with these Terms and Conditions.

“Service”

means an automated system that enables Registered User(s) to check their account balances via telephone with the assistance of an automatic IVR system.

“Instruction”

“Instruction” means any request, authorization or instruction communicated via the Service made in accordance with the prescribed procedures and requirements regardless of whether given by the Registered User(s) or any other person authorized or unauthorized using the IC No. and T-PIN No.

“IVR”

means an interactive voice response system with pre-recorded voice messages and prompts that allows Customer(s) to perform various tasks with simple touch-tone commands.

“T-PIN No.”

means a six (6) digit telephone personal identification number allocated by Bank Islam or selected by the Registered User(s), as changed from time to time, which authenticates the Registered User(s) access to the Service.

2. REGISTERED USER

There are two (2) ways for Customer(s) to become the Registered User(s) of the Service:

  1. Fill up the the Service registration form which is available at any Bank Islam branch. Upon successful registration process at the branch, Registered User will receive a temporary T-PIN No. via short messaging system (SMS) at his registered mobile number. Customer will then be required to call Contact Centre to self create a T-PIN No. which serves as security access number for the Service.
  2. Call Contact Centre and speak to Customer Service Agent who will assist Customer to register himself as a Registered User. Once the Customer verification process has been completed, the Registered User need to self create a T-PIN which serves as security access number for the Service.
3. SERVICE AVAILABILITY

The Service is available 24 hours a day. However, time for registration of the Service via calling Bank Islam Contact Centre (refer to Clause 2.1 (b)) is limited to 7.00 am until 12.00 a.m. only.

All or part of the Service may be interrupted and not available at certain times due to routine maintenance, malfunction or system failure, excess demands on the system and/or circumstances beyond control. Bank Islam makes no warranty that the Service (or any part thereof) will be available at the times stated herein.

The Service is only available to check details for the following Account(s):

  1. Deposit (saving and current)
    1. Current balance
    2. Last 3 transactions
  2. Credit Card
    1. Outstanding balance
    2. Available balance
    3. Minimum payment
    4. Payment due date
    5. Last 3 transactions
    6. Last payment made
  3. Financing (personal, house and vehicle)
    1. Total payment due
    2. Last 3 transactions
4. ELIGIBILITY

The Service is available to individual Customer(s) who are eighteen (18) years old and above and maintain an Account or Accounts with Bank Islam. Any Customer who maintains joint account or company account is not eligible for the Service.

5. IC NO. AND T-PIN NO.

The Customer(s) and Registered User(s) are required to key in the IC No. and T-PIN No. each time when accessing and/or using the Service.

Upon first time access of the Service, the Registered User(s) is required to enter the temporary T-PIN No. and set his own T-PIN No. by following the IVR instructions before proceed to use the Service.

Bank Islam is entitled to invalidate or cancel the use of IC No. and/or T-PIN No. with adequate notice to the Registered User(s) at any time without assigning the reason whatsoever. Bank Islam shall not be held liable or responsible for any loss or damage the Registered User(s) may suffer as a result of such invalidation or cancellation.

6. SECURITY OF IC NO. AND T-PIN NO.

When creating a T-PIN No., Registered User(s) is advised not to associate the T-PIN No. with anything personal such as names, birth dates, phone numbers or other familiar numbers or words in order to ensure confidentiality of the T-PIN No.

Registered User(s) shall not reveal and take necessary steps to prevent disclosure of the IC No. and/or T-PIN No. to any other party including Bank Islam’s personnel.

The Registered User(s) shall immediately call Contact Centre to change the T-PIN No. upon the following events:

  1. if the Registered User(s) has any reason to believe that his T-PIN No. has been compromised; and
  2. if the Registered User(s) forgets his T-PIN No.
7. INSTRUCTIONS

The Registered User(s) authorizes Bank Islam to accept and act upon any Instruction issued after successful access to the Service and agrees that all Instructions are irrevocable and binding on the Registered User(s).

Any Instruction issued using the IC No. and T-PIN No. to access the Service shall be considered binding on the Registered User(s) irrespective whether the use of IC No. and T-PIN No. is authorized or otherwise. Bank Islam is entitled but not obliged to investigate the authenticity of such Instruction or verify the accuracy of such Instruction.

8. FEES AND CHARGES

The Service is provided free of charge to the Registered Users. However, Bank Islam reserves the right to impose, set and modify the fees and charges at any time by giving adequate notice to Customer(s) and/or Registered User(s).

9. SUSPENSION, CANCELLATION AND TERMINATION

Bank Islam may at its sole discretion forthwith suspend, cancel or terminate the Service (or any part thereof) or the Customer(s) and/or Registered User(s) right to access and use the Service at any time upon giving adequate notice.

For the avoidance of doubt, suspension, cancellation or termination by Bank Islam of the Service (or any part thereof) or the Customer(s) and/or Registered User(s) right to access and use the Service shall not entitle the Customer(s) and/or Registered User(s) to any claim or compensation against Bank Islam for any loss or damage suffered or incurred as a direct and indirect result of the act of cancellation, termination or suspension.

The Customer(s) and/or Registered User(s) may forthwith terminate the use of the Service upon giving verbal instruction to Contact Centre and the termination shall take effect upon the receipt of such instruction by Customer Service Agent.

10. CHANGES OF TERMS

Bank Islam reserves the right to add, delete, amend or alter any or all of these Terms and Conditions at any time upon giving adequate notice.

11. LIABILITY AND INDEMNITY

The Registered User(s) irrevocably and unconditionally agree that Bank Islam shall not be held liable for any loss or damages whatsoever and howsoever arising whether in contract, tort, negligence, strict liability or any other basis, including but not limited to, direct or indirect, special, incidental, consequential or punitive damages, or loss of profits or loss of savings arising in connection with the Customer(s) and/or Registered User(s)’ instruction, access or use or the inability to access or use the Service, any technical failure of any kind, the interruption, error, omission, delay in operation or otherwise, whether or not Bank Islam has been advised of the possibility of such damages or loss.

The Customer(s) and/or Registered User(s) shall irrevocably and unconditionally indemnify and keep indemnified Bank Islam at all times from all liabilities, claims, losses and expenses whatsoever and howsoever arising, including any legal cost that may be incurred by Bank Islam in connection with or arising from:

  1. Customer(s) and/or Registered User(s)’ use or misuse of the Service; or
  2. Customer(s) and/or Registered User(s)’ breach of these Terms and Conditions howsoever occasioned.
12. RECORDS OF BANK

Bank Islam may at its absolute discretion (but is not obliged to) record Customer(s) and/or Registered User(s) conversations and activities with Contact Centre. In the event of any disputes, the Customer(s) and/or Registered User(s) agree to the use of such recordings and transcripts including its use as evidence by Bank Islam. Bank Islam is not obliged to maintain copies of such recordings or transcripts.

13. WAIVER

No failure to exercise or delay in exercising any right, power or privilege under these Terms and Conditions by Bank Islam will operate as a waiver of that right, power or privilege except by written notice waiving such right, power or privilege.

14. GOVERNING LAW

The Terms and Conditions shall be governed by and construed in accordance with the Laws of Malaysia and the Customer(s) and/or Registered User(s) agree to submit to the exclusive jurisdiction of the Courts of Malaysia.

15. NOTICES

Any notice by Bank Islam in relation to the Service may be effected through mail, email, SMS, Bank Islam Card-i monthly statement, Bank Islam corporate website or www.facebook.com/BankIslamFB and shall become effective on such date as Bank Islam may notify.

16. GENERAL

Words importing the singular include the plural and vice versa, and words importing a gender include any gender.

The headings in these Terms and Conditions are for reference and convenience only and shall not be taken into consideration in the interpretation or construction of these Terms and Conditions.

These Terms and Conditions shall be read together with the respective terms of any Bank Islam product, service or other arrangement between Bank Islam and the Customer(s) (“Terms of Banking Services”). In the event of any inconsistency between these Terms and Conditions and the Terms of Banking Services or the Malay version of these Terms and Conditions, these English version of Terms and Conditions shall prevail only with respect to such inconsistency or conflict.

17. COMPLAINTS AND ENQUIRIES

Any complaints by the Customer(s) and/or Registered User(s) relating to the Service shall be directed to Contact Centre bearing the following address, telephone, e-mail and facsimile number:

Address :

Bank Islam Contact Centre, Level 17, Menara Bank Islam

No. 22, Jalan Perak, 54050 Kuala Lumpur

Contact No. : 03-2690 0900

E-mail address: contactcenter@bankislam.com.my

Fax No. : 03-2782 1337

Customer(s) and/or Registered User(s) may visit any of Bank Islam branches or contact Contact Centre if they have any enquiries.