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

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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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