Standard Operating Procedure is needed, however, compassion is important too.
In life, we do not know when something bad is going to happen. Sadly in order to deal with the problem, most of the time, money is needed. For those who need the extra help, we can withdraw from our KWSP. However, it can be a bit tricky and outright outrageous.
This can be seen from a sad experience shared by Nur Sheila Abdullah on her Facebook account. In her post, she explained that she has a 56-year-old sister that is suffering from Stage Four cancer and was in need of additional funds for her treatment.
So she and her brother decided to go to KWSP, to withdraw from the sister’s account. It was only RM10,000 but every little bit helps. However, to their surprise, they couldn’t do so because the older sister is required to be there in person to get her fingerprint verified.
She wrote in her post:
“KWSP’s slogan is: Always ready to help you. But I wondered if it was actually true. My brother and I asked the information counter at KWSP for help as we had a sister who’s bed-ridden because of cancer.”
Sheila explained that she requested the officer to visit them at home to get the fingerprint but was rejected. The officer stressed that the sister has to come to the counter personally, even if she had to come with an ambulance. So they did.
Even with the ambulance, they had trouble finding a proper parking AND they had to push the stretcher to the counter. She even had to witness the sister, struggling to lift her hand in order to give her fingerprint.
“It was very sad. The KWSP office did not have any parking for an ambulance. Plus, the ambulance we rented was asked by the security of KWSP to head to the back of the building because they did not want us to cause any inconvenience at the main entrance.
“It was disheartening afterwards to see my sister who tried her best just to lift up her hand. What’s worse is, one of the officers said to us that we could’ve have her fingerprint stamped manually. Why didn’t they inform us when we made the enquiry in the beginning? Then we didn’t have to move our sick sister here…”
Read her full post here:
At the end, they managed to settle the procedure. However, all of these could be solved with a simple act of consideration.
They advised KWSP that they should be more helpful and be thorough when mentioning other methods to obtain the funds – especially when involving patients who are sick because that may cause diseases to unnecessarily spread.
Like what was mentioned earlier, the human element is always important in running any organisation. At the end of the day, people matter and to help those in need will not cause your organisation to lose anything.
Since the case went viral, KWSP released an apology on their page and promised that they will be fixing their SOP so they are able to provide a much better service moving forward.
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