EPF Contact Management Centre
The EPF Contact Management Centre (CMC) aims to provide a fast, accurate, efficient and effective quality service through telephone calls to customers (both employers and employees) to ensure customer's satisfaction.
Telephone number: 03-89226000
Fax number: 03-89226222 (Fax cover note)
Monday to Friday: 8.00 am to 6.00 pm.
Closed on Saturdays, Sundays and Federal and Selangor Public Holidays.
The EPF Contact Management Centre started receiving calls from the public on 15 September 2003. This centre was set up to replace the Hotline Unit which ceased operations on 5 September 2003. The soft launch was held on 1 October 2003 while the public launch was held on 1 March 2004.
To provide fast, accurate, efficient and effective tele-service to all EPF customers.
To ensure uniformity in terms of policy, rules and regulations when giving information to all EPF customers.
To ensure all issues and problems raised through tele-service are dealt with systematically and in whole.
To relieve the workload of Functional Departments to entertain telephone calls so as to enable them to focus wholly on their respective core activities.
Receive complaints, enquiries and disputes from customers.
Provide feedbacks and solutions to complaints, enquiries and disputes from customers.
Refer or to transfer complaints, enquiries and disputes to subject matter experts in other Department/State/ Branch offices.
Perform coordination work and follow-up with subject matter experts from other Department/State/Branch offices.
- Communicate to customers feedbacks on complaints, enquiries and/or disputes.
Provide general/current information on EPF to customers.
Act as a reference centre for customer and EPF staff.
Conduct awareness campaigns like nomination, unclaimed money, updating member's address, website and others.
Prepare FAQ (frequently asked questions).
Updated: 17 November 2015
Reviewed: 18 August 2016