The National Higher Education Fund Corporation (PTPTN) has always strived to provide the best service to customers including PTPTN borrowers. This commitment aligns with PTPTN Strategic Plan 2021-2025 through the third strategic core which is to improve the management of loan repayment collection more effectively.
Taking into account the limited opening of PTPTN counters due to the Covid-19 pandemic, PTPTN is aware of the constraints faced by the borrowers to communicate with PTPTN. To ensure every borrower receives complete and up-to-date information as well as to avoid any difficulties related to repayment matters, a special FB Live Session with Chief Executive, Encik Ahmad Dasuki Abdul Majid was held online) on PTPTN's official Facebook page on 28 August 2021.
Through the special FB Live Session, PTPTN came up with #PTPTNSediaBantu to widely spread various channels that are easier, faster and safer and help borrowers to understand and use the available channels effectively. #PTPTNSediaBantu is a pure initiative under PTPTN in the form of facilities to help facilitate borrowers who have any questions or matters related to loan repayment. Through this initiative, borrowers can connect with PTPTN frontlines who are very committed to providing the best service in helping to resolve matters or answer questions through the provided channels.
There are five (5) categories frontliners to contact PTPTN without having to attend the PTPTN counter, namely:
i) Careliners: Borrowers can contact PTPTN Careliners at 03-2193 3000 which operates from Monday to Friday from 9.00 am until 5.00 pm. A total of 40 PTPTN Careliners are ready to help.
ii) Live Chat Agent: Borrowers only need to click the Live Chat icon on the official PTPTN portal (www.ptptn.gov.my) which operates from Monday to Friday, from 9.00 am to 5.00 pm.
iii) e-Aduan Officer: Borrowers only need to fill in complaints/questions to the e-Aduan channel through the PTPTN official portal.
iv) Marketing Executive: Borrowers can contact Marketing Executive phone number which can be obtained through PTPTN’s official portal (https://www.ptptn.gov.my/pejabat-cawangan-ptptn/) A total of 444 PTPTN Marketing Officers who can be contacted nationwide.
v) Social Media Officer: Borrowers can deal through PTPTN’s official social media, namely Facebook Perbadanan Tabung Pendidikan Tinggi Nasional (PTPTN), Instagram @PTPTNOfficial, Twitter @PTPTNOfficial and TikTok @PTPTNOfficial.
During the National Recovery Plan Phase 2, PTPTN counters will operate from Monday to Friday, 9.00 am to 1.00 pm. One (1) counter is open every day at each PTPTN branch with an officer on duty and limited to 16 customers.
Borrowers who wish to deal face-to-face at the PTPTN State Office counter or nearby PTPTN Branch need to make an online appointment at least a day before the date of dealing. PTPTN has improved the facility by introducing e-Appointment (e-JanjiTemu). Borrowers need to visit PTPTN’s official portal and click at the e-Service (e-Perkhidmatan) section as well as complete the required information and confirm it. In an effort to curb the spread of Covid-19, customers who come to the counter must ensure compliance with the established guidelines are fully practiced.
PTPTN Chief Executive, Encik Ahmad Dasuki Abdul Majid, said “It is hoped that the various facilities provided are best utilized by PTPTN borrowers. We at PTPTN greatly appreciate and welcome your cooperation and support to communicate with us. Through #PTPTNSediaBantu, we have prepared a line of frontliners who are always concerned and friendly to help borrowers in solving matters related to loan repayment.”
“On the eve of the country’s 64th Independence Day, I would like to remind you that your loan repayment will ensure the next generation gets to continue their studies and continuously contribute to the development and progress of Malaysia.”
“I, along with the frontliners team, PTPTN frontlines would like to invite borrowers to immediately seek the services of PTPTN frontliners through various channels provided to resolve matters related to loan repayment. We are here to help you,” he added.
For FAQs, CLICK HERE
