At Zapp, the Chairman, the Board and the Senior Management are committed to deliver highest standards of services to our customers. We strive to treat our customers fairly in our dealings and believe in building long term and mutually beneficial relationship with our customers. This charter sets out our commitment by applying the following principles:
We set out standards on fair business practices in all dealing with our customers.
We undertake to train our staff to uphold strong work ethics, integrity and professionalism when dealing with our customers.
We take the customer’s feedback seriously and will provide immediate feedback to our staff.
We ensure all terms in our contracts or agreements are fair and transparent, with the respective rights, liabilities and obligations clearly set out in plain language as far as possible.
We ensure all our contracts or agreements are well communicated to our customers. Any alteration to the terms and conditions in our contracts or agreements shall be subjected to prior notification to our customers.
We provide our customers with clear, relevant and timely information on our financial services and products to facilitate our customers in making informed decisions which are best suited to their needs.
We shall disclose key product features, fees and charges, risks and benefits in a clear and concise manner.
We strive to ensure that all customer complaints are dealt with effectively and fairly.
We take our customer’s feedbacks seriously and strive to provide the solutions promptly and objectively.
We will monitor and evaluate the complaints on timely basis, analysing through effective root cause analysis and take respective measurements to rectify the identified weaknesses.