Financial service providers, including banks, insurers, takaful operators, and e-money issuers, must disclose all fees and charges at the time of sign-up and inform consumers of any changes. Fees and charges imposed should be fair and reflect actual service costs, and complaints should be addressed promptly and fairly.

Bank Negara Malaysia is conducting a survey to assess the effectiveness of these disclosures. We invite you to share your experiences with any financial services and products which you have considered or used in the past two years. Your feedback is crucial for improving these practices. The survey is open for responses until 30 June 2025. 

Survey link: Consumer Survey on Fees and Charges