KUALA LUMPUR: The National Higher Education Fund Corporation (PTPTN) has upgraded its services through the Live Chat PTPTN interactive facility, which assists clients in checking, making inquiries and lodging complaints regarding education loans, loan repayments and SSPN savings.
PTPTN, in a statement today, said the Live Chat facility is an alternative channel for clients to access its services, in line with the new norm due to the Covid-19 pandemic.
"The Live Chat PTPTN service has been in operation since Sept 14, 2020 and is handled by 16 staff, including a supervisor, from Monday to Friday (9am-5pm).
"Customers only have to log on to PTPTN's official portal at www.ptptn.gov.my and click on the Live Chat icon.
"This interactive facility allows customers to connect directly to PTPTN staff who are ever-prepared to provide feedback.
"Prior to starting a conversation, users will have to fill in their names, identity card number, mobile number, email address and the query category.
"However, clients are not required to have any new media accounts to use this facility," PTPTN said, adding that the facility reflects its commitment to provide optimum service to customers.
As of Dec 31, 2020, PTPTN said that some 75,433 users have opted for the facility with an average daily usage of 993 users.
It also reassured customers that the Live Chat facility complies with the Personal Data Protection Act (APDP) 2010, which protects users' personal data; and called on its clients to opt for safer transactions via online for PTPTN loan repayments, opening accounts or increasing SSPN deposits.
Besides the Live Chat facility, users can also log on to PTPTN's official portal to use the e-Aduan channel or contact its customer service staff and marketing executives to access its services.
On a related development, PTPTN said that it has limited operating hours for all its offices nationwide from 9am to 3pm due to the Movement Control Order (MCO).
However, PTPTN branch offices located at Urban Transformation Centres (UTC) or in supermarkets are allowed to operate as usual, based on operation hours approved by the UTC management or the supermarkets.