FAQ

You may write-in, fax or email your dispute together with all the required documents (please refer to our online enquiry). Our fax number is +603-2272 1577. You may also walk-in to our office at Level 14, Main Block, Menara Takaful Malaysia, No. 4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur. Our GPS coordinate is 3.139316, 101.696033
You may download the Complaint Form from here.
The types of complaints/disputes can be found here.
No. Our service is provided free of charge to Eligible Complainants.

The Recommendation of the Case Manager is not binding on both parties. If either you or the Member does not accept the Case Manager’s Recommendation, the complaint/dispute may be referred to the Ombudsman for Adjudication within 30 days from the date of Recommendation or by the date stipulated in the Recommendation (whichever is later).

The decision of Ombudsman is final and is only binding on the Member if you (Complainant) accept that decision. However, if you choose not to accept the Ombusman's final decision, you are free to pursue your claim through any other means, including initiating a legal proceeding or arbitration. 

No. You do not need to engage the service of a lawyer or a legal firm for the complaint/dispute filed with OFS.
OFS is not the appropriate body to assist you on such matter. You may want to refer your issue to the Member concerned to enable them to assist you. Alternatively, you may wish to seek guidance from Agensi Kaunseling Dan Pengurusan Kredit (AKPK).
OFS is unable to assist you on such matter. You may want to refer your issue to the Member concerned.

Yes. You must lodge your complaint/dispute with OFS:

(i) within six (6) months from the date of the final decision by the Member concerned;

or

(ii)  after sixty (60) calendar days from the date of your complaint/dispute was first referred to the Member concerned in respect of which no response has been received from that Member.

OFS will endeavour to resolve all complaints/disputes received within 3 to 6 months from the date of receipt of full and complete documents from you and the Member concerned depending on the complexity of the complaint/dispute.
You may call us at +603-2272 2811 or check the status of your complaint/dispute through our online enquiry. You may also walk-in to our office at Level 14, Main Block, Menara Takaful Malaysia, No. 4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur. Our GPS coordinate is 3.139316, 101.696033
All documents submitted to OFS will be treated strictly private and confidential.