Mobility Finance | Cambodia

For the handling of the client complaints, Mobility Finance (Cambodia) Plc., (the “Company”) offers the following procedures:

Announcement: This announcement is posted on the Company’s website homepage (“www.mobilityfinance.com.kh”) and our offices.
Complaint acceptance procedure: All clients can make a complaint in relation with the Company’s products and services through Hot Line call or in person at any offices for the client’s convenience in the following manner:

(1) Clients can verbally complain by a phone call to the Company’s Hot Line at any time. Complaint Handling Officer shall answer the phone to respond to the client’s complaint.

(2) Clients can verbally complain to Cashier, Collection Officer, Client Relation Officer (CRO) or Client Relation Manager (CRM) by visiting office during the working hour.
(3) The staff who received the complaint (“Complaint Receiver”, i.e. Cashier or Collection Officer or CRO or CRM) shall fill in the form of “Letter of Complaint” to confirm the complaint issue, and depending on character and seriousness of the issue, give a guide to the client on the deadline of the Company’s complaint handling and reply to the client. In case the client visits the officer, Complaint Receiver shall request the client to sign on the “Letter of Complaint” to confirm the issue and issue the “Acceptance Letter” to the client on the spot.

(1) Clients can complain by submitting a “Letter of Complaint” to Complaint Handling Officer by E-mail.
(2) Clients can complain by submitting a “Letter of Complaint” to Cashier, Collection Officer, CRO or CRM in person by visiting the office during the working hour.
(3) Depending on character and seriousness of the issue, Complaint Receiver shall give a guide to the client on the deadline of the Company’s handling and reply. In case the client visits the office, Complaint Receiver shall request the client to sign on the “Letter of Complaint” to confirm the issue and issue the “Acceptance Letter” to the client on the spot.
Client complaints in verbal or in written will be accepted in Khmer or English with mentioning the client’s name and the reason of complaint.
All client complaints will be treated confidentially at all times.
Deadline of handling:
– Mild complaint: the complaint shall be handled not later than 2 working days.
– Serious complaint: the complaint shall be handled not later than 30 calendar days.
The Company shall handle the complaint within the deadline and officially inform the handling result to the client.