• info@erakutipan.com
  • Era Kutipan Sdn. Bhd. Kuala Lumpur, Malaysia
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Quality Assurance

Compliance

We comply with both the letter and the spirit of all relevant regulations as follows:
  • AMLA 2001 (Anti-Money Laundering and Anti-Terrorism Financing Act)
  • PDPA 2010 (Personal Data Protection Act)
  • IFSA 2013 (Islamic Financial Services Act)
  • FSA 2013 (Financial Services Act)
  • AKPK (Agensi Kaunseling Pengurusan Kredit)
  • Malaysian Consumer Trade & Practice
  • Treating customers fairly

Data Protection & Security

We safeguard all client and debtor information through strict security controls and data protection standards.
  • Information submitted to Era Kutipan Sdn. Bhd. is automatically encrypted through our server which resides in the building.
  • This information remains encrypted on the database and is password protected unless accessed by authorized personnel.
  • Expired information is purged through formal disposal procedures.
  • Backup tapes are encrypted and password protected.
  • Purging of expired accounts.
  • Security awareness program.
  • Criminal background checks.
  • USB, CD-RM and other external data storing devices blocked.
  • The Era Kutipan Sdn. Bhd. data and operational facility is video recorded.
  • Cameras are placed strategically within the premises.
In the instance of a disaster, Era Kutipan Sdn. Bhd. maintains a hot site that will restore all systems within hours, allowing operations to continue from the site.

Quality Assurance

We maintain consistent service quality through structured procedures, regular monitoring, and continuous improvement.
  • Formal complaint handling supported by call recordings
  • Secure call monitoring and communication audits
  • Regular staff training and performance reviews
  • Monthly client reporting and ongoing communication
  • Initial risk assessment conducted for every case

  • Complaints are investigated using recorded call evidence to ensure fair outcomes.

  • Calls are monitored via secure voice logging for quality and compliance.

  • Internal processes are regularly reviewed for regulatory adherence.

  • Staff performance is assessed monthly to support ethical and effective collections.

  • SMS communications are monitored to ensure lawful and appropriate use.