Chief Executive Officer's Message

CUSTOMER CARE

Ultimately, the focus of all our efforts is providing top quality service to investors and industry participants. To achieve this, we must listen to them and respond to what they tell us.

An important step to make it easier for our customers to provide feedback and ensure Bursa Malaysia has a structured process for addressing their opinions was the establishment, this year, of a fullfledged Customer Care and Complaint Bureau (CCCB). This is a milestone achievement for Bursa Malaysia. CCCB has been charged with attending to complaints or enquiries involving all aspects of Bursa Malaysia's services and operations and the securities industry as a whole. CCCB also plays a wider role as a frontline facilitator for other divisions within Bursa Malaysia, acting as a one-stop centre to interface with the public and investors. The centre is equipped with facilities which can also help visitors learn about the various products and services offered by Bursa Malaysia. Members of the public may visit the CCCB, which is located at the Lower Ground Floor of our Exchange Square to seek assistance and make enquiries.

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OUR OUTLOOK

We are committed to delivering genuine customer satisfaction with our state-of-the-art systems and infrastructure, robust product range and well-regulated market. These are the keys to building resilience to the turmoil that surrounds us. They will also provide us with a value proposition that ensures we enjoy a vibrant future.

Globally, financial and credit market conditions are likely to remain difficult over the next six to 12 months. The depth and extent of the damage to the economies of Malaysia's major trading partners is still unclear. The International Monetary Fund, the Organisation Economic Cooperation Development and others have all produced forecasts which suggest a substantial and prolonged slowdown in the developed world.

In this climate, Malaysia will certainly experience slower growth. In response, the Government has announced its own expansionary policy plans with a view to helping the country ride out the global economic crisis. BNM cut its benchmark Overnight Policy Rate (OPR) to boost domestic consumption. However, we will not be shielded entirely from the wider world.

We are under no illusions; the near term will be difficult for us at Bursa Malaysia and for our market. Therefore, we have built up reserves, which are more than sufficient to sustain us and provide the resources to adopt the forward-looking strategies I have outlined. We intend to stay the course and emerge stronger.