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The SLA for addressing Customer queries and complaints is as follows:

No. Customer: Bank: SLA:
1 Biller or Payer Complaint and query Acknowledge complaint and query 1 Business Day
2 Payer or Biller inquires DDA or DDI have been appropriately processed within CIMB. Provide status i) Within 3 hours on same day for queries received before 3pm ii) By 12pm next business day, for queries received after 3pm on a business day or non-business day
3

Payer or Biller inquires or complaint for DDA or DDI involve other Bank.

Provide status or error correctness 3 to 14 Business days

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