The Employees Provident Fund (EPF) has enhanced its call centre's ability to handle a greater number of phone and electronic enquiries. Prior to the upgrading exercise, the Call Management Centre (CMC) was restricted to handling phone enquiries only. The centre now also manages electronic enquiries made via the myEPF website or http://enquiry.kwsp.gov.my.

The upgrading exercise was designed to help deal with the surge in the number of phone enquiries over the years: In 2007, there were 4.1 million calls, compared with 1.6 million in the previous year. In 2008, a total of 1.4 million calls were received, largely due to the overall improvement in service, particularly in terms of reduced processing time for EPF withdrawals.

The centre is the first government agency call centre to receive the MS ISO 9001:2000 for its quality management system. The centre complements and supports other EPF service channels available to EPF customers, including EPF service counters, the EPF website (myEPF) and i-Akaun, Smart Kiosks and SMS.

The CMC can be reached at (03) 8922 6000. The customer service agents are available from 7.30am to 7.30pm on weekdays. In order to safeguard their interests, members are unable to carry out EPF financial transactions, such as checking their account balances, by phone.