KWSP deserves a pat on its back for efficiency but there is still room for improvements
I have on three ocassions applied for withdrawals of my Employee Provident Fund (EPF) or Kumpulan Wang Simpanan Pekerja (KWSP). The first one was for the initial deposit towards the purchase of my house and the last two were to reduce the balance of my housing loan with the Bank.
In all three occasions, I am very happy with efficiency of KWSP’s services. The staff were very helpful and friendly and delivered what they promised. My first two applications were approved within 2-3 weeks and the last one approved within 3 weeks due to a lot applications after KWSP allows yearly withdrawal to reduce housing loans, but all were delivered as promised.
What I like most is the fact that KWSP staff actually call individual applicants (at least in all my cases) to inform that my cheque is ready for collection, which I really appreciate. Even better, for my latest withdrawal, I received a call from a KWSP staff only yesterday evening at around 3pm. Yesterday was a Saturday. The staff even informed me that I can collect my cheque today, which is on Sunday where they are waiting for all those they have called to collect their cheques on public holiday. This is very convenient for me. This is what I call customer service.
On the other hand, I hope KWSP will not rest on their laurels and be easily satisfied with their service performance thus far. There are still plenty of rooms for improvements. For one, the process of submitting the same documents for all three withdrawal applications is an absolute waste of time and money for both applicants and employee handling the applications and archival storage in the part of KWSP. Why KWSP can’t refer to its system and the original documents already submitted is simply unexplainable from a common sense point of view.
The second opportunity of improvement is KWSP’s call centre which is very hard to get through. KWSP should add more lines and deploy more customer service officers to serve its ever growing number of depositers every year. I am always frustrated to have to call KWSP’s call centre only to be greeted by answering machines.
The third, the application for i-Akaun is very troublesome. I am talking about applying the login account through internet that would enable me to make inquiry about my KWSP account online. Why do I have to go to the KWSP counter to get the activation code? This should have been delivered to my email address directly after verifying my details either over the phone or through the internet itself.
Last but not least, I hope KWSP will give much better returns to its depositors in years to come.
I hope KWSP will take into account all my suggestions (and many other suggestions by their customers) so that the public will have more confidence when dealing with KWSP.
Congratulations to all KWSP staff who have worked diligently and tirelessly to give better service to the public.
I am now off to KWSP HQ in Kuala Lumpur to collect my cheque… 
11 Comments
Well whatdaya know. I’m still sceptical knowing our present administration
Dear Sir/Mdm,
I had a complaint. Today 1st June 07,I walked in to the KWSP Seberang Jaya Prai to request a print out of the statetement of the detail of my passed drawing for fund investment at counter 12. The girl very rude and told me I not allow to do so. She said I should know how much I had drew. of couse I knew but I need to make sure my record is tally with the record in KWSP. Again she said I can’t do that , finally she said I need to write a letter if I insist to do that. Then I want to write the letter and submit to her on the spot but she told me no. She said even I give her the letter on the spot she also only can give me the statement some other time that’s means I need to come back for the second time. I told her why with this simple print out need me to revisit the KWSP. She told me ” you nak senang sahaja”. This is so call effeciency, that why your staff so busy.
Pls sent my detail of my withdraw for the fund investment to my e-mail above. I do not want to waste my time to pick up the statement in the KWSP.
Thank you and hope you can inform to the mention staff to change the way to talk to customer.
CJCM: Thx for your info. Lets hope EPF will work on this and improve along the way. Your input us certainly an eye opener.
i have tried to call the EPF office for a couple times, but there was never anyone to answer my call. i just need to find out some information, so hope that you can reply my mail.
i have withdrawn my first EPF to settle my first house loan. i uderstand that i can’t withdraw the second time to buy a new house. What if i already sold the 1st house? can i do the 2nd withdrawal? will the 2nd withdrawal cheque directly bank in to me or to the developer?
CJCM: Macy, To the best of my knowledge, EPF withdrawals are only for 1st house, but it is best to get an officer to answer your query. Just keep trying or pop in to one of the local offices to get your queries answered. Good luck.
I am submitted the first withdrawal housing loan for two months ago 16 Oct 2007 . Since there is no result for my loan, i’m personal go up Penang office for the inquiry and also call the KL officer to check the result , but they all give me the answer is “DON’T KNOW” and ask me to wait again . As this is my first withdrawal , why it take the time so long ? I am waiting this money pay to the vendor , otherwise they will forfeit my deposits . The dateline is only this month (December) .
I just need to find out more information / maybe let me hear the good result but please don’t let me wait again .
Hope that you can reply my mail as urgently .
CJCM: Thank you for your visit to my blog.
Many people mistaken that I can help with their KWSP problem. But I actually cannot. I am not KWSP staff. I only write about my experience with KWSP which is good so far.
I suggest that you call their hotline until you get the results. If you can visit the KL office, that would be good but I am not sure if thats good idea because you live in Penang.
Please dont give up and keep trying. Call the Public relation officer in HQ if possible.
I wish you all the best.
I MADE MY HIT 55 YRS FULL WITHDRAWAL ON D 1ST JANUARY 2008 FR IPOH KWSP OFFICE BUT MY DIVIDEND GIVEN WAS ONLY 2.5% ! ! (MEMBER NO:5301238)
I have called EPF several times however no answer. I would like to know my EPF number since the last time I contribute was about 18 years ago. My IC no. is *deleted*.
CJCM: Ting, please deal directly with EPF office for your query. TQ for visiting this blog. I have deleted your IC number from this comment entry to avoid fraud. TQ again.
goverment should allowed member withdrawal for settle ctos and ccris, because of this, a lot of private employee stuck with “Along” problem.If the goverment really sincere to help the people,
why not find a really good solution to settle this problem instead always only saying they are on war againt “Along”.please,there are no productivity if no demanding.its can be a national issue,for what a lot of private employee give election voting for goverment.
Can i change my house address online through the KWSP website?
CJCM: I am not sure. But knowing KWSP.. mayb you cant. Please check with KWSP office to be sure. TQ for visiting us here.
I went there today to check for my beneficiary nomination but guess what, they asked me to fill in a form (in 2 copies) as well as a photocopied of my IC just for that purpose whereas they could have just referred to the system. Couldn’t they? How inefficient! I had to find the nearest photocopy shop to get my IC photocopied and when I went back there and finally got my nomination checked (turned non-existing) only then they told me to fill another form plus another photocopied IC of mine and the beneficiary(s)’ to be submitted together with it. I did not return to KWSP after that.
CJCM: Thats why I said there are still rooms for improvement…
Hi there
do you have kwsp email hotline if we want to inquir directly on something?
CJCM: You can try this link… http://www.kwsp.gov.my/index.php?ch=rcm&page=rcm&call=rcmform
I just wanna say, the KWSP website is not user friendly at all! can never be loaded and always showing system is busy. Furthermore, I tried to call the office, but it won’t be answered no matter when and how many times i have called. What a low efficiency department.
CJCM: Sorry to hear that. Hope KWSP will do something about it.