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Wednesday September 16, 2009
IN RESPONSE to the complaints, Pos
Malaysia Berhad investigated the
complaints and issued a statement
signed by the head of corporate
communications Datin Rohaiza
In Tham’s case, the company contacted
her to explain that the lost
item could not be traced due to the
fact that it was a normal mail.
employees who were curt were also
reprimanded and others were
reminded of their responsibility to
be courteous and professional to
customers at all times.
As for Tan’s complaint on the
hotline, the company concluded
that the problem arose from the
telephone line setting in the Petaling
The statement explained that
PosLaju Petaling Jaya Branch serviced
three telephone lines, enabling
officers to handle three customers
at any one time but when all lines
were engaged, the fourth incoming
call would be put on hold.
“In this instance, the caller would
incorrectly assume that PosLaju
staff were not picking up the call,
when in fact they were attending to
other calls,” she said, adding that
PosLaju had reset their telephone
setting to resolve the problem.
“We apologise for the inconvenience
Tan experienced when
calling the Customer Service Centre,
PosLine at 1-300-300-300.
assured that PosLine is able to entertain
up to 16 customers at any one
time and so the next caller will be
put in the queue.
“Nevertheless, we will strive to
improve the quality of our PosLine
to ensure customer satisfaction and
enhance efficiency in future,” she
said, adding that the company had
also reminded the staff to be courteous
over the phone.
After checking Yong’s complaint,
the company found that such incidents
happened rarely but had
directed postmen in the area to be
more meticulous when making
“Pos Malaysia Berhad will strive
to provide the best and most convenient
service to our customers.
Thus, we value the feedback and
suggestions from our customers in
order to improve and enhance the
quality of our services,” she said.
She added that customers were
welcome to visit Pos Malaysia’s
website at www.pos.com.my for further
information or contact
Customer Service Centre through
PosLine at 1-300-300-300 from
8.30am to 9.30pm, Monday to
Saturday (except on the first
Saturday of the month) should they
have any suggestions or comments.
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