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For further inquiry, feel free to reach out using the below details.

  • 019-5727563

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Wisma PPS,
Donggongon New Township,
89500 Penampang, Sabah.​​

Our complaint handling process

We take every complaint seriously and aim to resolve each matter as quickly and fairly as possible. Below is our typical process and time frame:

Step 1: You contact us → Step 2: We acknowledge (within 1 working day) → Step 3: We investigate (within 5 working days) → Step 4: We resolve & respond (within 20 working days) → Step 5: We follow up & close the case

1. Acknowledgement (within 1 working day)

Once we receive your complaint, we’ll send you a confirmation message (via email or WhatsApp) to acknowledge it.

Our team will review your complaint, gather any necessary information, and investigate the issue thoroughly. If additional time is required, we’ll inform you of the reason and the expected completion date.

We’ll share our findings and resolution with you. If further action or escalation is required, we’ll guide you on the next steps.

We may follow up with you to ensure you’re satisfied with the outcome and to learn how we can continue improving.

Complex or special cases

While we aim to resolve all complaints within our standard timeframe, some cases may require more time or additional information to ensure a fair and thorough review.

Scenario Reason Estimated Additional Time
Further information or documents needed from the customer
We may need clarification or supporting details to proceed with the investigation.
+3–5 working days (from the date we receive your response)
Cases involving multiple departments or external partners
Coordination is required across different teams or agencies to verify information and reach an outcome.
+7–10 working days
Technical or system-related issues
Additional testing, verification, or system checks are needed to confirm findings.
+5–7 working days
Regulatory or compliance-related matters
These cases may require internal and external review for approval or documentation.
+10–14 working days

If your case falls into one of these categories, we’ll:

1. Inform you promptly that additional time is required, and

2. Explain the reason for the delay, and

Our goal is always to ensure your concern is handled thoroughly, fairly, and with care, even if it takes a little more time.

Compliments & suggestions

We also love hearing about what we’re doing right! If a member of our team has provided excellent service or you have ideas that could help us improve, please let us know. Positive feedback motivates our team and helps shape a better experience for everyone.

Privacy & confidentiality

Your privacy matters to us. All information shared through this page will be treated as confidential and used solely for the purpose of addressing your feedback or complaint. We do not disclose personal details to third parties without your consent.

Our commitment

At BIPSB, every voice counts. We’re committed to continuous improvement and ensuring that your experience with us is always a positive one.