Customer Service Charter

Our Commitments to You

Ryt Bank is committed to delivering consistent, high-quality customer service across all digital and support channels. As Malaysia's first AI-powered bank, we place our customers at the centre of everything we do, ensuring every interaction is seamless, efficient, and meaningful.

This Charter:

• Defines clear service standards and turnaround times for various customer requests and concerns.
• Reflects our customer-first approach, guided by industry best practices.
• Reinforces our commitment to transparency, accountability, and service excellence, in alignment with requirements set by Bank Negara Malaysia (BNM) and the Association of Banks in Malaysia (ABM).

Ryt Bank continuously enhances its processes, technology, and service delivery to meet evolving customer expectations in an increasingly digital environment. We strive to provide a seamless, multi-channel experience that is accessible, reliable, and responsive at all times.

While we are committed to upholding the standards outlined in this Charter, it serves as a public statement of our service commitments and aspirations and does not constitute any legally binding obligations.

PILLAR 1: Know Your Customer

Description:

We anticipate your needs and preferences to deliver personalised products and services that enhance your overall financial wellbeing.

Expected Outcome:

• Customer Understanding

No	Commitment	Service Standards
1.1	We care deeply about our customers, delivering a banking experience tailored to their needs	a) Always by your side: Our friendly and knowledgeable staff are here to support you, offering personalised advice and guidance to help you navigate your banking needs with confidence. b) Getting to know you: We take the time to understand you. From the moment you open an account, we listen to your goals and preferences to deliver personalised solutions that make you feel welcomed and valued. c) Clear and honest communication: We are committed to clear and honest communication. Information about our products and services including features, fees, and terms is easily accessible via phone, live chat, email, in-app support, and our website. d) Your feedback shapes us: We value customer feedback and continuously strive to enhance our services. Customer satisfaction surveys are conducted upon case resolution to capture real-time feedback on your support experience.
1.2	Financial Insight	a) Smart Financial Insights: Ryt Bank helps you stay in control of your finances with AI-powered insights, seamless money management tools, and real-time visibility into your spending and transactions, all within the app.

PILLAR 2: Timely & Efficient Service

Description:

We are dedicated to making every banking experience fast, smooth, and dependable. We focus on:

• Clear timelines – Communicating service expectations transparently.
• Seamless delivery – Handling requests promptly and efficiently.

Expected Outcome:

• Fast, reliable service

No	Commitment	Service Standards
2.1	We will set a clear expectation on the time required for various services.	Information on expected processing times for all services is made easily accessible through multiple channels such as phone, chat, email, in-app support, and our website. So, our customers can plan with confidence and convenience.
2.2	Efficient engagement channels	Customer Support: Calls are answered within 20 seconds. Chat: Response is immediate upon engagement. Email: Response will be provided within two (2) business days. *An automated acknowledgement is sent immediately upon receipt.
2.3	Fast and Seamless Digital Services	Seamless Account Activation. Savings Account applications are processed promptly, with completion not exceeding two (2) business days.
2.4	Your Satisfaction, Our Commitment	a) Prompt Acknowledgement: We will acknowledge your complaint or issue within 24 hours on business days, keeping you informed and assured that it is being addressed. Response times may be slightly longer on weekends or public holidays. b) Clear Communication: We keep you informed with transparent and easy-to-understand updates throughout the resolution process. c) Fair and Timely Resolution: We handle your complaints fairly, objectively and in a timely manner. d) Regular Updates: We will keep you informed at every stage of the process, even if resolution takes longer than expected, so you always know your case is being handled. e) Escalation Options: If you are not satisfied with the initial resolution, we will guide you on how to escalate your concern to the appropriate higher authority, ensuring your voice is heard. [Refer to Appendix A: Additional Avenues of Resolving Disputes] Please note that our complaint management process adheres to the guidelines set forth by Bank Negara Malaysia (BNM) and other relevant regulations.
2.5	Complaint Handling	Efficient Query Resolution. We strive to resolve most inquiries the first time you reach out, keeping you informed every step of the way with timely updates. We will provide updates as follows: Channels Enquiry Type Acknowledgement Time Responses Time Resolution Time Voice Simple Inquiry Immediate upon engagement Within five (5) business days Complex1 Inquiry Within twenty (20) business days Chat Simple Inquiry Within five (5) business days Complex1 Inquiry Within twenty (20) business days Email Simple Inquiry Immediate automated acknowledgement reply Email response within two (2) business days Within five (5) business days Complex1 Inquiry Within twenty (20) business days Webform Simple Inquiry Within five (5) business days Complex1 Inquiry Within twenty (20) business days

¹ Cases involving third parties (e.g. other Financial Institutions or Payment Processing Network) depend on their turnaround time and may take longer to resolve.

PILLAR 3: Fair, Transparent & Personable Service

Description:

We provide a banking experience that is fair, transparent, and tailored, always putting our customers at the heart of everything we do.

• Empowered Choices: We provide clear, concise, and easily accessible information about our products and services, enabling you to make confident and informed financial decisions.
• Expert Guidance: Our friendly and highly knowledgeable Customer Support team is dedicated to assisting you, offering personalised advice and service tailored to your unique needs and goals.

Expected Outcome:

• Clear and friendly services

No	Commitment	Service Standards
3.1	Trustworthy, Clear, Dependable	a) Informed Choices: We provide clear, easy-to-understand information about our products and services including fees, charges, profit rates, and terms and conditions. So, you can make confident decisions. This information is readily available across multiple channels, including our website, mobile app, and Customer Support team.
3.2	Tailored Service, With Care	a) Friendly Reception: Our team will greet you promptly and provide the support you need, regardless of how you reach out. b) Thoughtful Listening: We take the time to understand your unique needs by asking the right questions and listening carefully. c) Customized Solutions: We offer solutions tailored to your specific goals and concerns. d) Simple, Clear Guidance: We break down complex information into easy-to-understand terms so you can make informed decisions with confidence. e) Committed Follow-Up: We ensure your requests are addressed and keep you updated until they are fully resolved. f) Safeguarding Vulnerable Customers: Ryt Bank trains its staff to engage with patience and clarity, and to stay alert to signs of vulnerability, including potential elder financial abuse, in line with our commitment to responsible banking.
3.3	Ensuring Honest and Clear Product Information	a) Fair and Responsible Product Offerings: Ryt Bank is committed to fair and responsible banking. We do not engage in mis-selling and ensure any product offered is suitable to your needs and risk profile. Clear information on benefits, risks, and fees is provided, and you always have the right to review or decline any offer.

PILLAR 4: Banking Made Accessible

Description:

We will provide a clear engagement model that keeps you informed and connected throughout your journey with us.

• Multi-channel access
• Accessibility.

Expected Outcome:

• Accessible banking anytime

No	Commitment	Service Standards
4.1	We are easily accessible via various channels	You can reach us through the following channels: • Help and Support: +603-5115 5115 • Ryt Bank Website: Ryt Bank | World's first AI-powered Bank • Chat: Connect with our Ryt AI via our Ryt Bank App. (Available 24/7) • Email: support@rytbank.my • Operating Hours (Voice): 8AM to 8PM (Daily)
4.2	Efficient, Convenient, Reliable	We are committed to delivering a seamless digital banking experience through our virtual channels, with the following service standards: • Customer Support: At least 80% of calls answered within 20 seconds • Chat: At least 80% of chats answered within 20 seconds
4.3	Language Accessibility & Communication	Ryt Bank provides customer communications, product information, and key documents in both Bahasa Malaysia and English, ensuring clear and accessible banking information for all customers.
4.4	Banking Made Simple and Convenient	We will guide you on the various options available for completing transactions through our channels. Where applicable, we will clearly explain how to access our services and the communication channels. You can reach us for banking enquiries through: • Ryt Bank App • Official Ryt Bank Website • Official Social Media Platform²

² Ryt Bank responds to social media enquiries within two (2) business days and may redirect sensitive matters to customer support via the available channels (refer to Pillar 4.1). Customers are advised to avoid sharing personal or financial information on social media platforms.

PILLAR 5: Scam & Fraud Protection Charter

Description:

• Ryt Bank is committed to proactively protecting customers from scams and fraudulent activities through continuous monitoring, education, and prevention measures. This includes timely alerts, secure banking controls, staff vigilance, and customer awareness initiatives to help identify and prevent fraud attempts across all channels.

Expected Outcome:

• Stronger protection and customer confidence.

No	Commitment	Service Standards
5.1	Zero-Tolerance Impersonation Policy	Ryt Bank will never ask for your PIN, OTP, password, or full card details via phone calls, SMS, or email. Any such request is a scam. For verification, please contact our official hotline at +603-5115 5115 from 8AM to 8PM (Daily).
5.2	Fraud Response	Customers may contact Ryt Bank through the available support channels, including our official hotline at +603-5115 5115, operating daily from 8AM to 8PM, or via our 24/7 chat services for immediate assistance.
5.3	Scam Awareness Education	Ryt Bank actively educates customers on scam awareness tactics through in-app alerts, IVR announcements, social media posting and educational resources on our Ryt Bank official's website (Under "Your Security"). We also collaborate with national agencies including Bank Negara Malaysia (BNM), Commercial Crime Investigation Department (CCID), National Scam Response Centre (NSRC) to support ongoing anti-scam awareness and prevention efforts.
5.4	Customer Protection on Disputed Fraud Losses	Where a customer has made a claim for financial loss due to fraud or deception, Ryt Bank will carry out a fair, impartial, and timely investigation in line with our complaints and dispute resolution process.

PILLAR 6: AI Governance & Responsible Use

Description:

• Ryt Bank seeks to promote the responsible and secure use of AI in enhancing customer services and banking experiences. AI-driven interactions are intended to support customers, safeguard personal data, and operate within appropriate governance and risk management frameworks. The Bank strives to maintain suitable tools, controls, and safeguards to manage and mitigate risks associated with AI inputs and outputs, while ensuring appropriate human oversight and escalation mechanisms where necessary.

Expected Outcome:

• Clear and responsible use of AI in banking.

No	Commitment	Service Standards
6.1	Responsible AI Commitment	Ryt Bank deploys AI-powered systems and services that endeavour to support fair, transparent, and responsible outcomes, with appropriate safeguards to minimise bias and errors. AI-assisted decisions are subject to human oversight and are not used as the sole basis for service outcomes.
6.2	Ryt AI Accuracy and Performance	Ryt Bank strives to continuously improve our AI capabilities to provide helpful and accurate responses based on feedback and ongoing enhancements. As with any AI technology, AI-generated responses may occasionally be incomplete or incorrect. We encourage you to review the information before making important decisions or completing transactions to ensure it meets your specific circumstances. If anything doesn't seem right, our support team is ready to help clarify or assist customers.
6.3	Ryt AI Support Disclosure and Service Assurance	Ryt AI will clearly identify itself as an AI-powered banking assistant and will not impersonate a live agent. If a request is not resolved by Ryt AI, the case will be escalated to a live agent via in-app chat to ensure a seamless and secure customer experience.

Appendix A: Additional Avenues of Resolving Disputes

If you are not satisfied with the Bank's response or how your enquiry or complaint has been handled, you may escalate your concern through any of the channels listed below:

Bank Negara Malaysia (BNM) LINK (BNMLINK)

A centralised point of contact to facilitate prompt and efficient responses to members of the public on matters related to the financial sector.

• Mailing Address: BNMLINK, Bank Negara Malaysia, 50929 Kuala Lumpur
• Website: https://bnm.gov.my/contact-us/bnmlink
• Operating Hours: 9:00AM to 5:00PM (Monday - Friday excluding public holidays)

Financial Markets Ombudsman Service (FMOS)

This is an alternative dispute resolution channel that is available to facilitate the settlement of disputes between member financial service providers and members of the public.

• Address: Level 14, Menara Takaful Malaysia No 4, Jalan Sultan Sulaiman 50000 Kuala Lumpur
• General Line: +603-2272 2811
• Website: https://www.fmos.org.my/en/contact-us/
• Operating Hours: 8:30AM to 5:30PM (Monday - Friday excluding public holidays)

Treat Customers Fairly Charter

We at Ryt Bank are committed to delivering fair financial consumer outcomes to our customers. We believe in providing fair outcomes for customers helps us to foster mutually beneficial relationships with our customers. This Charter specifies our commitment to provide the highest standards of fairness in all our dealings with our customers.

To protect the interests and financial well-being of our customers:

1. We commit to embed fair dealing into our institution’s corporate culture and core values

   1. We will set minimum standards on fair business practices in all dealings with our customers. This includes providing financial services or products suitable to our customers’ financial circumstances and preserving the confidentiality of our customers’ information;
   2. We will train all staff attending to customers to provide quality advice and recommendation; and
   3. We will take customers’ feedback seriously and provide immediate constructive feedback to our staff.

2. We commit to ensure that customers are provided with fair terms

   1. We will ensure that the terms in our contracts or agreements are fair, transparent, and well communicated to customers;
   2. We will ensure that terms and conditions set out the respective rights, liabilities and obligations clearly and as far as possible in plain language; and
   3. We will ensure that the terms and conditions in contracts or agreements are not altered without prior notification to customers.

3. We commit to ensure that customers are provided with clear, relevant and timely information on financial services and products

   1. We will provide customers with relevant and timely information in a product disclosure sheet;
   2. We will disclose key product features, fees and charges, risks and benefits in a clear and concise manner; and
   3. We will ensure critical terms are brought to customers’ attention and explained to the customers.

4. We commit to ensure that our staff, representatives and agents exercise due care, skill and diligence when dealing with customers

   1. We will conduct sales, advertising and marketing of our financial services and products with integrity and will not make false or exaggerated claims;
   2. We will avoid or clearly disclose actual or potential conflicts of interest; and
   3. We will ensure staff remuneration takes into consideration whether key performance indicators relating to fair treatment of customers have been achieved.

5. We commit to ensure that customers receive suitable advice and recommendations that take into account their financial needs and circumstances

   1. We will provide clear, relevant and quality advice or recommendations based on adequate consideration of customers’ financial objectives, needs, circumstances, financial situation and risk appetite so that customers can make informed decisions;
   2. We will ensure advice or recommendations are substantiated with a reasonable basis and in the best interest of customers; and
   3. We will ensure that our customers’ data and privacy are safeguarded.

6. We commit to ensure that customers’ complaints and claims are handled in a prompt, fair and effective manner

   1. We will have in place proper and well documented complaints handling process and provide clear redress options should customers decide to further escalate their complaints;
   2. We will ensure that our staff, representatives and agents are properly trained to handle and resolve complaints in an effective and timely manner; and
   3. We will monitor and evaluate the nature and trend of complaints received through effective root cause analysis and thereafter take adequate measures to rectify weaknesses identified.

7. We commit to ensure that vulnerable consumers are treated fairly and equitably, including by our staff, representatives and agents

   1. We will ensure that we assess the needs of vulnerable consumers in our customer base and target market, per our Bank’s policy, and implement appropriate policies to meet these needs, where possible within our digital framework;
   2. We will ensure that our staff, representatives and agents are well trained to recognise, assess and respond appropriately to the needs of vulnerable customers; and
   3. We will have in place sufficient monitoring and evaluation mechanisms to ensure that our staff, representatives and agents are responding to the needs of vulnerable customers and make necessary improvements to ensure vulnerable consumers continue to receive fair and equitable treatment.