Offer Letter Telekom

Unit 313, Level 3, Block A
Damansara Intan
RIO KIARA SDN BHD No.1, Jalan SS20/27

47400 Petaling Jaya
Selangor Darul Ehsan, Malaysia
(574913-W) Tel : 03 7729 0969
03 7729 8858
T otal Human Resources Services & Solutions 03 7729 3969
E : njriokiara@gmail.com
w : www.riokiara.com
27 March 2022
Encik Mohd Akmal Affandi Bin Mohd Nasir

No. 78
Kampung Padang Gunung
06570 Alor Setar
Kedah Darul Aman
Dear Encik Mohd Akmal Affandi
CONTRACT FOR SERVICE – CUSTOMER SERVICE PROFESSIONAL
We are pleased to offer you the position of Customer Service Professional for TMCC UNIFICARE Assurance
Project with effect from 5 April 2022. Your appointment is subject to the terms and conditions of the Contract
for Service attached.
If the attached Contract for Service is agreeable to you, kindly confirm your acceptance by signing below and
returning the duplicate copy of this letter and the attachment referred to above, to the undersigned.
Thank you.
Yours faithfully
RIO KIARA SDN BHD
NORA JAMALUDDIN
Executive Director
I, MOHD AKMAL AFFANDI BIN MOHD NASIR, I/C No. 990523-02-5051, hereby acknowledge and
confirm that I understand, accept and will adhere to the foregoing terms and conditions attached. I also authorise
the Company to credit my monthly salary and any applicable payment into my bank account
No. 152095951702
Akmal Affandi
Signature
Date:
28/3/2022
Contract for Service 1

Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
CONTRACT FOR SERVICE
Between
MOHD AKMAL AFFANDI BIN MOHD NASIR

I/C No. 990523-02-5051
(herein after referred to as “the Associate”)
and
RIO KIARA SDN BHD

(herein after referred to as “the Company”)
1. ASSIGNMENT TO CLIENT
The Company shall employ the Associate as Customer Service Professional and the Associate shall be
assigned to work for the Company’s Client, VADS Business Process Sdn Bhd (hereinafter referred to as
“the Client”), in its TMCC UNIFICARE Assurance Project, subject to the terms and provisions of this
Contract and acknowledgement form attached.
2. LOCATION OF WORK
The Associate is required to report for work at the Client’s office, which will be assigned by the client as
follows :-
PV – Plaza Vads, No 1.Jalan Tun Mohd Fuad, Taman Tun Dr Ismail, 60000 Kuala Lumpur
Wilayah Persekutuan (KL)
TM One - Menara TM ONE, No. 1, Jalan Damansara, 60000 Kuala Lumpur, Wilayah Persekutuan (KL)
KPV - 2nd Floor, Kelana Park View Tower, No 1.Jalan SS6/2, Kelana Jaya, 47301 Petaling Jaya
Selangor Darul Ehsan
TM Annexe - TM Annexe1 (Menara Cygal), Jalan Pantai Baru, 50672 Kuala Lumpur
The Associate will be transferable between these locations as well as any other locations, mentioned or not
mentioned herewith, which is assigned by the Client in respect of the Client’s business needs.
3. REMUNERATION
The Associate’s salary will be paid based on the time sheets (verified and acknowledged by the
Associate’s immediate superior identified and assigned during the tenure of this contract), submitted by
the Associate no later than the 22nd of every month (except where Public Holiday/Sunday falls on the 22nd,
or that the Associate will be on his/her Off Day or on Annual Leave on the day before will be the
submission date), failing which the Associate’s salary will be delayed. The Company shall not be
responsible for any delays in payment of salaries of the Associate if the Associate causes delay in his/her
submission of the time sheets and any other attachments associated with the time sheet.
The Associate will be paid an initial basic monthly salary of RM1,800.00 per month.
The Associate’s salary will be paid to the Associate’s Maybank bank account after all mandatory
deductions as required by the relevant statutory bodies (EPF, SOCSO and Income Tax contributions, where
applicable) is being made. The Company shall not be made responsible for any delays in payment of
salaries of the Associate if there are problems arising with the bank transaction.

Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
If the Associate does not have a Maybank bank account, and is unable to open a Maybank bank account,
and prefers to use a bank account other than Maybank, the salary crediting may be delayed in view of the
bank transfer procedures. Thus the Company shall not be made responsible for any delays in payment of
salaries of the Associate if there are delays arising with the bank transaction.
4. PERIOD OF CONTRACT
This contract for service will be served for a period of one (1) year effective 5 April 2022 to
31 March 2023, provided the Associate completes the NRT stage successfully.
Upon successful completion of this contract for service and achieving the required level of
performance set by the Client, the Associate will be given recommendations to continue to receive a
new contract for service which will be determined by the Client before the cessation of this contract
for service.
This contract for service shall automatically be determined by the termination of the Main Agreement
between the Company and the Client for whatever reason or upon the Company being notified by the Client
that there is no requirement for the Associate’s assignment or services for whatever reason.
In the event of the determination of the Associate’s employment for either of the reasons aforesaid, the
determination or termination of the Associate’s assignment will take effect upon notice from the Company
to the Associate and in such event, by accepting of the Company’s offer herein, the Associate agrees that
the Company shall not be liable for any claim(s) whatsoever save and except for the Associate’s salaries
and mandatory contributions (EPF, SOCSO and Income Tax where applicable) which shall be computed
up to the Associate’s last day of service.
Notwithstanding the aforesaid the Company reserves the right to serve the Associate the relevant written
notice period should the Client decide that the services rendered are no longer in need. The Associate will
not be eligible to make claims of any form of compensation or reinstatement therein.
In addition, this contract for service shall automatically be determined by termination in accordance to the
conditions under Clause 22, ASSESSMENTS DURING NEW RECRUITS TRAINING (NRT), and
Clause 27, TERMINATION, for whatever reason or upon the Company being notified by the Client on
the status of the Associate’s assignment or services. Therefore, the PERIOD OF CONTRACT will be
VOID.
5. LINE OF REPORTING
The Associate will report to an appropriate department/section Manager assigned by the Client. Specific
daily work instructions will be issued directly to the Associate.
6. WORKING DAYS/HOURS
The working hours shall be determined according to the business requirement of the Client but will always
be in accordance with the Employment Act currently in force.
The lunch hour and break may be staggered according to the business requirement of Client.
7. PERFORMANCE BONUS (Pay for Performance – PFP)
Associates are eligible to attain a Pay for Performance Bonus (PFP), with a maximum eligibility of
RM300.00 (upon attainment of KPI Level 2-4), after successfully passing the Training OJA and effective
from “Go-Live” date. This PFP payment will be paid on 15th of every month.

Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
KPI ELIGIBILITY LEVEL

LEVEL % KPI TO ACHIEVE ELIGIBILITY RM
1 <75% NOT ELIGIBLE

2 75%-94% RM225-RM282
3 95%-99% RM285-RM297
4 100% RM300
Associates who had resigned at the time of payment of PFP will not be eligible for PFP bonus. Associates
who have tendered resignation and are servicing the resignation notice at the time of PFP payment will not
be eligible for PFP bonus.
The eligibility of this Performance Bonus (Pay for Performance – PFP) will only take effect upon receipt
of written confirmation from the Client.
8. SKILL ALLOWANCES (BSA/MSA/USA)
The criteria for the payment of Skill Allowances (BSA/MSA/USA) are based on the following :
• 80% of Skill Allowance amount will be fixed but pro-rated for any No Pay Leave per the timesheet
submitted at the point of payment.
• 20% of allowance will be variable based on 2 elements :

a) KPI Performance – Level 1 not eligible
b) Disciplinary Action Taken
• If employees violate one of the elements stated above the 20% of the allowance will be revoked.
KPI OBJECTIVES/LEVEL
LEVEL % PERFORMANCE SCORE TO ACHIEVE
1 <75%
2 75%-94%
3 95%-99%
4 100%
Criteria for KPI Performance & Disciplinary Action Taken
KPI Performance
A) Employees who achieve Level 1 will not be eligible for 20% variable allowance.
B) Example : 20% of skill allowance for March 2022 will be revoked if Associate achieve Level 1 in
February 2022.
Disciplinary Action Taken
A) Employee who has committed gross misconduct and received valid DRF (Disciplinary Report Form)
on that particular month will not be entitled for PFP & 20% variable allowance.

Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
BASIC SKILL ALLOWANCE (BSA)
The Associate shall receive a BSA Allowance (Basic Skill Allowance) with a maximum eligibility of
RM250.00 per month after successfully passing the Training OJA and effective from “Go-Live” date. The
above criteria of the KPI Performance and Disciplinary Action Taken apply.
MULTIPLEX SKILL ALLOWANCE (MSA)
Upon attaining the second contract for service onwards, Associates who have acquired the three (3) types
of services namely Mobile, Home and Home with Digital Skill, shall be eligible to receive the Multiplex
Skill Allowance (MSA) with a maximum eligibility of RM400.00 per month. The above criteria of the KPI
Performance and Disciplinary Action Taken apply.
UNIVERSAL SKILL ALLOWANCE (USA)
Upon attaining the second contract for service onwards, Associates who have acquired the knowledge of
all services, shall be eligible to receive the Universal Skill Allowance (USA) with a maximum eligibility
of RM600.00 per month. The above criteria of the KPI Performance and Disciplinary Action Taken apply.
The eligibility of all Skill Allowances mentioned in this clause will only take effect upon receipt of written
confirmation from the Client.
BSA, MSA & USA allowances will be paid together with the end month salary payroll.
These Skill Allowances will not be eligible if the Associate is on Maternity Leave or being Hospitalised.
Some factors which may determine the pro-ration of all Skill Allowances mentioned herein are as follows:-
a. Incomplete month of service.

b. No Call/No Show/MIA
c. Unauthorised Absenteeism / Leave (AWOL)
d. Assign for training before and after “go live”
e. Accumulated time-off equivalent to 8.5 hours (i.e one day)
f. No document of proof for MC or Emergency Leave
9. OVERTIME
In the event the Associate is required to work in excess of the official working hours or before the official
working hours, overtime will be paid at the following rates :-
Overtime work performed on Normal working days 1.5 x hourly rate

Overtime work performed on Off Days up to 8.5 hours 1.0 x hourly rate
Overtime work performed on Off Days in excess of 8.5 hours 2.0 x hourly rate
Overtime work performed on Public Holidays up to 8.5 hours 2.0 x hourly rate
Overtime work performed on Public Holidays in excess of 8.5 hours 3.0 x hourly rate
Overtime work performed on Off Days which falls on Public Holidays up to 8.5 hours 1.5 x hourly rate
Overtime work performed on Off Days which falls on Public Holidays in excess of 8.5 hours 2.0 x hourly rate
Overtime is applicable for work exceeding 48 hours and must exceed 30 minutes per shift only.
The Associate is required to obtain permission, verified and approved in writing on the prescribed time
sheet from the Client prior to working before or beyond the official working hours or days. Only upon the
verification and signed approval on the time sheet will overtime be calculated and paid.
Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
Payment will be made upon the Company receiving the Client’s verification and approval that the
Associate had worked the overtime.
10. SHIFT REIMBURSEMENT
The Associate will be eligible for Shift Reimbursements of RM60.00 per month applicable as and when
require by the management.
Shift Reimbursements will be pro-rated on the shift cycles and shift types. Some factors which may
determine the pro-ration are as follows:-
g. Incomplete month of service.

h. No Call/No Show/MIA
i. Unauthorised Absenteeism / Leave (AWOL)
j. Assign for training before and after “go live”
k. Accumulated time-off equivalent to 8.5 hours (i.e one day)
l. No document of proof for MC or Emergency Leave
m. Under Unrecorded Leave
Shift Reimbursements will not be paid if the Associate is on Maternity Leave or being Hospitalised.
11. TRANSPORT REIMBURSEMENT
Transport Reimbursement of up to a maximum of RM200.00 per month will be payable provided:-
a. The Associate’s work/shift ends at 10:00 pm or beyond.

b. No transportation is provided
This reimbursement amount will be pro-rated accordingly to the number of days the Associate’s work/shift
ends at 10:00 pm or beyond. It is calculated at RM7.69 per day.
12. ANNUAL LEAVE
The Associate will be entitled to 12 days annual leave per year.
Annual leave will be prorated based on the Associate’s contract period.
The annual leave is to be taken at such time mutually agreed by the Client. Annual leave has to be earned
and not to be taken in advance. The Associate have to clear off all annual leave balance before end of
contract period and no reimbursements will be made for unutilized annual leave.
The Associate must notify the Client two (2) weeks, at the least, in advance prior to commencement of the
annual leave. All annual leave applications must be submitted and approved by the Associate’s assigned
immediate superior prior to taking the annual leave.
13. EMERGENCY LEAVE
Associates are not encouraged to take Emergency leave as this will disrupt the performance of the Client’s
operations. Emergency Leave will be granted at the sole discretion of the Client. Otherwise, it will be
deemed as deduction from Annual Leave (if there are any eligible balances) or No Pay Leave.

Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
14. COMPASSIONATE LEAVE
Compassionate leave will be granted at the sole discretion of the Client. Otherwise, it will be deemed as
deduction from Annual Leave (if there are any eligible balances) or No Pay Leave.
The Associate will be entitled to a compassionate leave not exceeding three (3) days per year, non-
cumulative. Compassionate leave are to be used for the following :
 Death of immediate family member only (spouse, children, parents, brothers & sisters only).
The Associate must immediately inform his/her Team Leader and Rio Kiara upon receipt of the news of
the death. Upon return to work, the Associate must fill up the leave application form and attach the
supporting documents accordingly and submit to the Team Leader. The Associate must ensure the
supporting documents submitted include a copy of the death certificate, ensuring the name of the
Associate’s immediate family member is clearly visible and identify the relationship to the Associate.
 Paternity Leave
Male Associates shall be entitled for Paternity Leave up to five (5) surviving children only. The paternity
leave will be eligible upon the Associate reaching six (6) months of service and above.
The Associate must inform his Team Leader and Rio Kiara at least fourteen (14) days prior to the expected
date of birth for the leave application to be planned. The Associate must immediately inform his Team
Leader and Rio Kiara on the actual day of paternity leave. Upon return to work, the Associate must submit
the leave application form and attach a copy of the newborn baby birth certificate, which must indicate the
Associate’s name as the “father” of the newborn.
 Marriage Leave
The Associate shall be entitled for Marriage Leave for the first legal marriage only. This Marriage Leave
will be eligible upon the Associate reaching six (6) months of service and above.
The Associate must submit the leave application form, attaching a copy of the marriage certificate or
wedding invitation card, whichever is available, to his/her Team Leader for approval, and inform Rio Kiara,
at least fourteen (14) days prior to the actual date of the Marriage Leave. The Associate must ensure that
the supporting documents indicate the Associate’s name as the “bride” or “groom”.
All correspondences for the above matter must be emailed to jwriokiara@gmail.com with the relevant
documents of proof.
15. MATERNITY LEAVE
a) The Company shall grant Female Associates maternity leave in accordance with the provisions of the
Employment Act 1955.
b) Female Associates shall be entitled to sixty (60) days of paid Maternity Leave as per the Employment
Act 1955.
c) The Associate must inform his Team Leader and Rio Kiara at least fourteen (14) days prior to the
expected date of delivery for the leave application to be planned.
d) The Associate must immediately inform his Team Leader and Rio Kiara on the actual day of maternity
leave and submit the copy of newborn baby birth certificate, medical chit (provide by
hospital/gynecologist) via any means possible within the first or second day of maternity leave.
e) Maternity allowance shall only commence after the completion of the twenty-two (22) weeks of
pregnancy and not earlier than fourteen (14) days or later than seven (7) days prior to confinement.
f) Any leave taken on account of miscarriage, abortion or premature birth and not within the dates
stipulated above shall not be considered as maternity leave but as normal sick/ hospitalization leave.

Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
16. UNPAID LEAVE/NO PAY LEAVE
Unpaid/No Pay leave is discouraged and will only be applied whereby the paid annual leave has been
exhausted, i.e. overtaken annual leave, or the Associate’s abrupt absence was not granted by his/her
immediate superior.
Leave taken under the circumstances of medical, without supporting medical certificate or medical leave
which had been overtaken from the eligibility granted, would be rendered as unpaid/no pay leave.
However, if the Associate has a valid reason to apply for Unpaid/No Pay Leave, he/she must submit a
formal letter with full details of the leave, together with supporting documents if any, for consideration of
approval. The Associate is only eligible to be granted unpaid leave if the approval from the Client and/or
the Company had been confirmed.
17. PUBLIC HOLIDAYS
The Associate shall be entitled to paid holiday on the following public holiday:
PUBLIC HOLIDAY - NATIONAL

New Year’s Day Birthday of Yang DiPertuan Agong Maulidur Rasul
Chinese New Year Hari Raya Qurban Deepavali
Labor Day Awal Muharram Christmas Day
Hari Raya Aidilfitri National Day
Wesak Day Malaysia Day
PUBLIC HOLIDAY - STATE

Thaipusam Declaration of Malacca
Federal Territory Nuzul Quran
Awal Ramadhan Ruler’s Birthday
The Associate shall also be entitled to paid holiday on any day gazette as Public Holiday by the State of
where the Associate is assigned to work.
18. MEDICAL LEAVE
During any period of absence due to the incapacity through illness (where no hospitalisation is necessary),
the Associate shall be entitled to his/her full salary for medical leave per table below :-
Year of Service Medical Leave

(in aggregate in each calendar year)
Below 2 years, after Go-Live (not eligible during New Recruits
14 days
Training (NRT) training period).
2 years and above but below than 5 years 18 days
5 years and above 22 days
The Associate must submit the medical certificate (MC) from a duly certified medical practitioner,
registered under the MMC (Malaysian Medical Council), as to the cause of the incapacity, to the
Associate’s immediate superior within forty-eight (48) hours of the commencement of work after such
leave of absence.
Homeopathy clinics or any practicing medical clinics other than MMC approved clinics are not accepted.

Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
Any medical leaves taken exceeding the amount stated above will be deemed as unpaid/no pay leave.
Medical Leave Procedure
REPORTING SICK LEAVE 1ST CALL/WHATSAPP :

The Associate must call/Whatsapp his/her immediate
superior one (1) hour BEFORE WORK/SHIFT
STARTS, to inform of the intention to consult a doctor
to get a medical treatment due to unwell.
UPON BEING EXAMINED AND CERTIFIED 2ND CALL/WHATSAPP:
UNFIT FOR DUTY A follow-up call/Whatsapp no less than three (3) hours
after the start of shift, or immediately upon attaining
MC from the clinic, if you are on sick leave. Submit the
MC to the Associate’s immediate superior via
Whatsapp etc.
Upon returning to work, the Associate must submit to
SUBMIT THE MEDICAL CERTIFICATE
his/her immediate superior the original MC.
[After 48 hours from returning to work, if the MC is
not submitted, the day(s) of absence will be deemed as
absenteeism and appropriate disciplinary action will be
taken.]
ENTITLEMENT OF MEDICAL LEAVE Refer to table above
If upon being examined and certified fit for duty, the
UPON EXAMINED AND CERTIFIED FIT FOR
Associate must return to work immediately producing
DUTY
a Time Slip from the clinic.
19. MEDICAL CLAIMS – CLINICAL VISITS ONLY
The Associate is eligible for medical claims (consultation and treatment) up to a maximum amount of
RM30.00 per month (a maximum eligibility of RM360.00 per year/pro-rated according to the contract
period) provided these expenses are not incurred through any fault, carelessness or indiscretion on the
Associate’s part, on the basis of recommendations by the Company’s appointed Clinics (list of panel clinics
will be provided separately) (with the exceptions of the supply of dental, optical, maternal/gynaecological
or specialist consultation fees, hospitalisation expenses, surgical appliances for beautification and artificial
limbs).
This medical claim eligibility will be effective after the Associate had served this contract for service for
three (3) months. Upon the forth (4th) months of active status onwards the Associate will be eligible to start
claiming for this reimbursement.
All medical claims reimbursements will be made upon receipt of the softcopy and/or hard copy of the clinic
receipt from the Associate’s Preferred Clinic ONLY. Any clinic receipt which is deemed to be fraudulent
will not be entertained and disciplinary action will be taken accordingly. Any medical claim which is
submitted for reimbursement but found to be payment for other people other than the Associate
himself/herself, will not be reimbursed. Associates, who resign improperly, not in accordance to Clause
27, Termination, will not be eligible to receive any medical claims reimbursements.
The Associate must submit to the Company one (1) Preferred Clinic of his/her choice, convenient to
him/her to visit upon being unwell. Only the receipt from the preferred clinic will be entertained. If the
receipt submitted has differing details from the preferred clinic details given by the Associate, i.e., address
or telephone number is not the same as the preferred clinic chosen, reimbursement will not be made. In the
absence of the identification of a Preferred Clinic, no reimbursement will be entertained.

Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
20. HOSPITALISATION LEAVE
a. The Associate will be entitled to a maximum of sixty (60) days Hospitalization Leave per calendar
year, inclusive of non-hospitalization medical leave, i.e. a maximum total of 46 days hospitalization
leave.
b. The Associate must inform his/her immediate superior and Rio Kiara immediately upon being
examined by a duly certified medical practitioner, registered under the MMC (Malaysian Medical
Council), that hospitalization is necessary in order to treat the medical condition, by telephone and/or
using any means of communication possible, i.e. Whatsapp etc.
c. Upon returning to work, the Associate must submit to his/her immediate superior the appropriate leave
form attaching the original MC and/or copy of hospitalization/medical report.
21. CLIENT’S BENEFITS PROGRAMMES
The Client may from time to time establish or have in place benefits’ programmes for their employees,
whom they may at their sole discretion, extend to the Associate. Such programmes are not part of the
Associate’s agreement with the Company. The Client is, therefore, fully entitled to withdraw, amend or
alter any such programmes at any time at their discretion.
22. ASSESSMENTS DURING NEW RECRUITS TRAINING (NRT)
The Associate must pass ALL assessments with a minimum score of 85% per test during the New Recruits
Training (NRT), which will be conducted by the Training Department upon commencing work
at Assurance Project. In the event that the Associate fails the first seating of the assessment, he/she shall
be given an opportunity to re-sit the test in order to pass with a minimum score of 85% per test. In the event
the Associate fails the re-sit for the assessment, the contract for service shall be discontinued with
immediate effect.
During the NRT period, the Associate will not be eligible to take any form of leave, be it for medical
purposes or otherwise. Any absence from training will be detrimental to the Associate passing the
assessment. Should the Associate fall very ill which is certified by a medical practitioner registered under
the MMC (Malaysian Medical Council) as unfit to attend the training, a medical certificate (MC) must be
produced upon return on the next day of training.
If the Associate is given an MC more than two (2) days consecutively or given a prolonged medical
condition(s) which exceeds two (2) days of medical leave, it is deemed detrimental to the Associate's
training progress, thus the contract for service shall be discontinued with immediate effect, whereby
Clause 27 will be enforced, at the discretion of the Company and/or the Client. The Associate will not be
eligible to make claims of any form of compensation or reinstatement therein.
It is a requirement of this contract for service that the Associate must complete the full training period and
attend the test at the end of the training period with the passing mark assigned by the Client, i.e. a minimum
score of 85% and above, failing which this contract for service will be terminated immediately upon
receiving the result from the Training Department.
23. WORK RESOURCES/MATERIALS
Under the Company’s arrangements with the Client, the Client will issue to the Associate work
resources/material such as Headset and Access Card etc and other computer peripherals for Associates who
may be assigned to Work From Home.
The Associate is responsible for all items entrusted to him/her and will return all materials issued, upon
termination of the contract for service or upon demand from the Client or upon any matters related to the
arrangements of Work From Home. Compensation for un-returned items, or any items returned which had
been damaged upon return, will have to be made immediately and the Company reserves the right to hold
back any monies due to the Associate until the matter is resolved.
Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
24. TRANSFERS
During the tenure of this contract for service, the Company reserves the right to transfer the Associate
within the Client Company to any other projects or location/site of the Client Company or within the
Client’s Group of Companies.
These transfers may be temporary or lateral or re-deployment in nature, thus the Associate is not deemed
to be categorised under NRT (New Recruit Training) status.
25. WORK ETHICS
A) ABSENCES FROM WORK/ABSENTEEISM
Unscheduled absence is disruptive to colleagues and the business. It is expected that the Associate will
endeavour to ensure that any foreseen absence from work is planned to accommodate his or her work
commitments.
Should the Associate being unable to turn up for work due to sickness, emergency, i.e. death in the family,
etc, he/she must notify his/her immediate superior no later than half hour from the time of commencement
of work on the first day of absence. The Associate must inform his/her immediate superior of his/her
expected length of absence. Upon returning to work the Associate must submit the Leave Application Form
accordingly with the relevant supporting document(s), i.e., medical certificate, death certificate, etc. Should
the Associate misplace or does not have the relevant supporting document(s) for the absenteeism, salary
for the days of absence from work will be deducted and disciplinary action will be taken against the
Associate accordingly.
Should the Associate fail to report for work for more than two (2) consecutive working days without prior
notice to his/her immediate superior, and without justifiable reason(s), this contract for service will be
deemed to be broken by the Associate, i.e. Self-Terminate, as per Employment Act 1955 (Act 265) – Part
II, Section 15 (2).
Any absence from work without knowledge or permission from

DEFINITION TMCC UNIFICARE Assurance Project representative or TMONE
BPO representative.
PROCEDURE To deduct Associate’s salary.
If the Associate’s absenteeism is more than 2 consecutive days, in
SELF TERMINATION, accordance with the Contract for Service, it is deemed as a Self-
TERMINATION WITHOUT NOTICE, Termination by the Associate, as it is a breach of this contract for
SALARY CALCULATION service.
The Company is entitled to claim from the Associate, the wages less
any deductions, refer to Clause 27 (a) & (b), earned by the Associate
up to and including the day immediately preceding the day on which
the termination of the Contract takes effect.
B) INDISCIPLINE
Below are some definition of indiscipline but not conclusive for your guidance.
Minor :
 Inefficiency.
 Habitual late coming to work.
 Misuse of Company equipment.
 Going out to attend to personal matters without informing supervisor.
 Loitering, talking while manning equipment.
 Vandalism (e.g. Water filter; furniture & fittings; toilets; headsets; etc).
 Poor cleanliness & mannerism.
Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
Major (May Lead To Termination) :

 Wilful infringement of company rules and regulations, do not want to follow Company or Client
Policies
 Disconnecting calls for personal benefits.
 Gross insubordination and/or wilful refusal to carry out duties.
 Disclosure, release and publication of confidential information and/or things to the mass media or
third party.
 Fighting and causing nuisance to other employees in the company’s premises.
 Sleeping, drinking alcohol or being drunk, gambling, being in possession of or taking drugs at
work.
 Clocking in for another/asking someone to clock in.
 Absent without approved leave or without reasonable excuse.
 Showing patterned absence using Emergency Leave and/or Medical Leave (immediate termination
if three (3) Disciplinary Reports (DRF) issued on the same misconduct).
 Stealing (immediate termination).
 Falsifying of the following - Medical Certificate / Payslip / actual information of staff personal
details (immediate termination).
 Fraud Medical Certificate (immediate termination).
RELATED TO DISCIPLINE
 Bullying, taunting, insulting and instigating others in the contact centre.

 Improper/gross attitude in the contact centre.
 Fighting, assaulting and quarrelling.
 Gambling.
 Intoxication from alcohol or drug use/abuse resulting in impaired work performance.
 Stealing.
 Sleeping while on duty.
 Damaging/misusing Company’s property intentionally.
 Falsifying of MC / Payslip/ actual information of staff personal details.
 Vandalism (e.g. Water filter, furniture & fittings, toilets, lifts, stairwell, headsets; etc).
RELATED TO MORALITY
 Usage of vulgar words in the contact centre, verbally and/or written to superior or colleagues/co-
workers or customers.
 Threatening or assaulting superior or colleagues/co-workers or customers.
 Indecent act.
 Sexual harassment.
 Visiting pornography website.
 Keeping/distributing indecent/ pornographic literature at the workplace.
RELATING TO NEGLIGENCE
 Non-performance of work.
 Delay in performance of duties.
 Neglect of duties.
 Habitual negligence.
 Acting rashly.

Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
RELATING TO POOR ATTENDANCE/ADHERENCE
 Report to work for wrong schedule.

 Taking longer break time (Aux) w/o Duty or Floor Manager consent & approval.
 Absent Without Leave (AWOL).
 Abuse on change of duty.
 Pattern absenteeism (MC / EL).
 Lateness at 30mins & more.
 Habitual late coming to work.
RELATING TO CONFLICT OF INTEREST
 Outside business appointments.

 Ownership in entities.
 Family or business interests.
 Disclosing proprietary information.
 Abuse of position.
 Non-declaration of gifts.
 Non-declaration of assets.
Note:
1. Official Counselling Form (OCF) or Disciplinary Report Form (DRF) will be issued for each
respective incident depending on the severity of the incident. Continuous occurrence of the same
minor will lead to a major.
2. Too many misconduct committed by the employee may becomes a Gross Misconduct, which will
lead to the employee dismissal with sufficient counselling and warning issued.
3. Any other misconduct which is not stipulated in the above table of Misconduct Guidelines will be
justified from case-to-case either Gross or not by the Management.
26. MIA (MISSING IN ACTION) / AWOL (ABSENT WITHOUT OFFICIAL LEAVE)
In the event the Associate is absent from work and there is no notification/communication whatsoever from
the Associate to his/her immediate superior, then this shall be deemed as MIA/AWOL.
This will be considered as misconduct on behalf of the Associate and would lead to appropriate disciplinary
action, which may include termination of contract, being taken against the Associate.
In the event the Associate is being deemed to be MIA/AWOL legal action will be initiated in order
to reclaim any loss of monies due to the company as per referred to in Clause 27 below (under the
Termination with Notice).
27. TERMINATION
Termination with Notice
This Contract for service may be terminated by either party giving notice as follows :-
DESCRIPTION DURATION OF NOTICE

CSP undergoing New Recruits Training (NRT) 24 Hours *
From Go-Live Date and above One (1) month
* Resignation under NRT is not allowed unless the Associate is under a very critical or life threatening
situation, which the Company will be empowered to use its discretion to accept or otherwise.

Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
If the Company does not accept the reason of the resignation, the Company shall impose a penalty of
RM500.00 for the 24 hour resignation by deducting the Associate’s salary, if a salary isdue, or by a letter
of demand, failing which legal action will be initiated in order to reclaim any lossof monies due to the
Company.
By giving notice per table above, the Associate will be eligible for payment of the full benefits up to the
date of termination only, or the equivalent salary in lieu thereof. However, in instances of serious
misconduct or non-compliance to the Company’s policy or the Client’s policy, the Company may terminate
this Contract for service without notice or payment in lieu thereof.
In the case of Associate under training (NRT), the Company and/or the Client will exercise this clause if
the Associate (NRT) does not meet the criteria set in Clause 22.
Termination without Notice
a. It shall be deemed that you had breached your contract for service with the company if you have been
continuously absent from work for more than two (2) days;
i. Without prior leave from the Company and without reasonable explanation, or
ii. Without informing or attempting to inform the Company of your reason of such absence.
b. If Clause 27 (a) above is in effect and/or the Associate fails to serve the required one (1) month
notice period of resignation, legal action will be initiated to recover the amount due, i.e. one (1)
month salary plus any other necessary charges should there be any company equipment/item
which is in the Associate’s possession at that material time. Therefore, we strongly advise that
the Associate gives the due notice required if the Associate wishes to resign.
c. This Contract may also be terminated by the Company without notice or payment in lieu of notice in
the event of the Associate being found guilty of any act or conduct which damages or discredits the
business of the Company or the Client, or committing a serious breach, such as giving falsified
information in your application form, or non-disclosure of your previous employment status with the
Client and/or company, or found of being drug dependent or being detained by the authorities for any
criminal offences.
d. This Contract may also be terminated by the Company without notice or payment in lieu of notice in
cases of poor performance, neglect of duty, misconduct i.e. dropping calls, put customer on mute, rude
to customer, using inappropriate sites including chat (MSN / Yahoo) etc., conduct not beneficial to the
interests of the Company or the Client, a breach of the rules, regulations which includes non-adherence
to tardiness issues such as lateness, patterned MC or leave resulting to high absenteeism, business and
operational procedures of the Client, please refer to examples stipulated in Clause 25 (b) and more.
e. This Contract may be terminated by the Company without notice or payment in lieu of notice in the
event of any wilful breach of the terms and conditions of the contract for service, not able to follow
Company policies or Client policies, by your presence in the office being considered to be detrimental
to the interests of the Company or the Client for whatever reason, especially where the Associate is
unable to meet the Safety & Health policies.
28. DISCHARGE OF DUTIES
The Associate shall agree during the working hours to devote the whole of his/her time and attention to the
discharge of his/her duties listed hereinafter, and shall conform to such hours of work as may from time to
time be reasonably required of him/her.

Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
In carrying out the services and work, the Associate must ensure that he/she :
a. Comply with the Clients office rules and regulations including those relating to discipline and conduct;
b. Observe the same work time schedule as applicable to the Client’s personnel or any work schedule as
provided from time to time;
c. Undertake to keep strict confidentiality and not to disclose to any unauthorised persons any data,
document, report or any other information relating to the Client, its business operation, its clients,
monies collected or accounts worked on during and after the period attached to the Client (further
details listed in Clause 30 (a) below) ;
d. Undertake not to misrepresent the terms and conditions of services offered by the Client.
29. EXCLUSIVITY / CONFLICT OF INTEREST
The Associate will not, without the consent of the Company and the Client during the continuity of this
contract, be engaged or interested whether directly or indirectly in any capacity, in any trade, business or
occupation whatsoever other than the business of the Client.
It is an expressed condition of the Associate’s contract with the Company that he/she engages
himself/herself exclusively in the Company’s Client’s business. Engaging in private work, trade or
business during or outside work or business activities which conflicts or does not conflict with the business
of the Company or the Client or its interest are prohibited.
30. CONFIDENTIAL INFORMATION
a. You are required to maintain absolute confidence and integrity with regards to matters related to the
business and the Company’s and the Client’s dealings. All documents and other dealings pertaining to
the Company and the Client, its operation and business shall be maintained in strict confidence as
trade secrets of the Company and the Client and shall not be disclosed to any unauthorised party. This
confidentiality condition shall continue to apply even if you cease to be employed by the Company
and the Client.
Confidential information includes:

i. technical information, plans and product specifications;
ii. employee records;
iii. business plans and forecasts;
iv. financial records, reports, accounts and proposals;
v. customer’s intellectual property;
vi. quotations and tenders submitted or prepared for submission to clients and potential clients;
vii. customer lists, names of customer contacts and terms of trade with customer;
viii. information on customer’s suppliers or customer’s other customers would consider
commercially valuable and/or secret; and
ix. telephone lists, policy documents, training documents, quality documents and any other
internally used information regarding the operations of the client
x. the Associate’s salary and salary details
The Associate must not remove information or copies of information from the Client’s premises except
where the contract employee’s employment requires it and where the customer has given consent
b. Do’s and Don’ts will be provided to you separately by the Client whether by way of induction or
otherwise. Any abuse of the system will be considered as a very serious misconduct and may lead to
termination of this contract without any notice or payment in lieu of notice.
c. Upon the termination of the agreement, all papers, records and documents in the Associate’s
possession shall be returned to the Client accordingly.

Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
31. NOTICE
All notices and official communication to be given under this contract by the Associate to the Company
shall be in writing and addressed as follows :
ATTN : PUAN NORA JAMALUDDIN
Rio Kiara Sdn Bhd

Unit 313, Level 3, Block A, Damansara Intan
No. 1, Jalan SS20/27, 47400 Petaling Jaya
Selangor Darul Ehsan
In the event of resignation, the Associate must address the resignation letter as stated above and the
said resignation letter to be given to the Associate’s immediate superior for acknowledgement and
processing. At the same time a copy of the resignation letter must be submitted to the Company
immediately. Any delays in the submission of the original resignation may cause delays in salary
administration or non payment of salary.
32. NOTICE OF CHANGE TO PERSONAL DETAILS
The Associate must notify the Company of any changes in his/her personal details (marital, family status,
address, home telephone number, person to contact in an emergency etc.) at the earliest opportunity
possible.
33. COMMUNICATION SYSTEMS
The Associate will have access to the Client’s communication and information systems. To understand the
responsibilities when using these systems, the Associate should read and sign Attachment A, the
Information Systems User Agreement.
34. TERMINATION DUE TO REDUNDANCY OR DOWNSIZING
In the event of a “Redundancy” or “Downsizing” in the circumstances set down hereunder:
a. The expiry, and/or termination of the project contract by the Client’s customer with the Client; or
b. Where the Associate’s services are no longer required by the Client or the Client’s customer; or
c. The closing down of the Client’s business or Client’s customer project or part of the Client’s or the
Client’s customer’s; or
d. The reorganization or amalgamation of the Client’s business
The Client may instruct the Company to terminate this contract by giving the Associate one (1) month’s
written notice.
35. OUTSTANDING CLAIMS AND MATERIALS IN POSSESSION
All outstanding claims, money or otherwise must be made in writing with supporting documents within
five (5) working days following the expiration or termination of this contract. The Associate is responsible
for all items entrusted to him/her, and will return all materials/tools/items issued to the Associate to the
Company and Client upon termination of the contract for service. Compensation for non-returned items
will have to be made immediately and the Company reserves the right to hold back any monies due to the
Associate until the matter is resolved.

Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
36. RELATIONSHIP OF THE PARTIES
a. The Associate shall not represent or hold himself/herself out as an agent or representative of the Client
and shall have no right or authority to create or confer any obligation of a kind in the name of the
Client or bind the Client in any way to accept judicial process or to receive any notices of any nature
whatsoever on the Client’s behalf.
b. Nothing in this contract shall be deemed to create or imply that the relationship between the Client
and the Associate is that of the principal and agent or master and servant. The Associate hereby
expressly acknowledges and agrees that he/she is not an Associate of the Client within the meaning of
that term under any applicable Malaysian law relating to employment for the time being in force.
c. The Associate shall not in any way represent or hold himself/herself out to be an Associate or Agent
of the Client.
37. NON SOLICITATION
a. The Associate shall not seek or accept temporary, contract or permanent employment either directly
or indirectly from the Client (VADS Business Process Sdn Bhd/TMONE BPO), or any other vendors
supplying contractual or permanent staffing to the Client, for at least twelve (12) months after the end
date stated in this contract for service. Should the Associate accept such employment with the Client
or any other vendors supplying contractual or permanent staffing to the Client, the Associate shall be
liable to pay 50 percent of his/her monthly salary to the Company (Rio Kiara Sdn Bhd).
b. The Associate shall not seek or accept temporary, contract or permanent employment either directly
or indirectly from any subsidiary or branches of Telekom Malaysia Berhad for at least 12 (twelve)
months after the end date stated in this contract for service. Should the Associate accept such
employment with Telekom Malaysia Berhad, the Associate shall be liable to pay one (1) month of
his/her salary to the Company (Rio Kiara Sdn Bhd).
The Company reserves the right to vary or amend the terms and conditions of this Contract for Service subject
to the requirements of the Client.
I, MOHD AKMAL AFFANDI BIN MOHD NASIR, I/C No. 990523-02-5051, hereby acknowledge and
confirm that I understand, accept and will adhere to the foregoing terms and conditions attached.
Akmal Affandi
Signature
Date :
28/3/2022

Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
Attachment A
INFORMATION SYSTEMS USER AGREEMENT
a) I agree that by obtaining access to the customer’s information systems, I will follow the procedure outlined
in the company policy.
b) I acknowledge that my communications through the customer’s information system may be monitored and
audited.
c) I agree not to use the information systems in an inappropriate manner. I understand that inappropriate use
includes, but is not limited to:
 Chain letters, multi-level marketing, personal advertisements, solicitations, promotions and/or outside
business interests
 Computer games, and software which is not company property
 Languages or images which may be offensive or demeaning to others, or which may create or
contribute to a hostile work environment, including but not limited to: sexually explicit words or
images, racial epithets or slurs and/or demeaning words or images which may be offensive to someone
based on race, sex, religion, ethnicity, age, marital status, disability, veteran status or sexual orientation
 Distribution of defamatory, fraudulent or harassing messages
 Transmission of customer’s proprietary and competitively sensitive information, or any other media
not expressly approved by the customer
 Downloading of software via the internet, except for software patches, upgrades, etc which have been
approved by the relevant manager, and are necessary for performance of the job
 Sending or installing computer viruses
 Use of the systems for any inappropriate purpose, including, but limited to: illegal activities, disrupting
other network users or services, entering other computer systems or databases without authorization,
and purchasing items over the Internet without prior approval.
 Use of the computer software without the applicable copyright agreements.
d) I will not use customer’s information systems for illegal or wrongful purposes.
e) I will not open files received or download software without first checking for viruses.
f) I will not use the customer’s equipment and systems for purposes other than those for which they have
been intended. I also acknowledge that the systems have been made available for business activities, and
that excessive personal use may be subject to disciplinary action.
g) I understand that a breach of this policy can lead to disciplinary action, including immediate dismissal
without notice.
Signature : Akmal Affandi
Name as per NRIC : MOHD AKMAL AFFANDI BIN MOHD NASIR
NRIC No. : 990523-02-5051
Date : 28/3/2022

Damansara Intan

47400 Petaling Jaya
(574913-W) Tel : 03 7729 0969
03 7729 8858
Attachment B
PENALTY FOR ERRORS / MISTAKES WITH FINANCIAL IMPACT TO THE BUSINESS
Types of Complaints Evidence Penalty
Incorrect information or Recorded conversation from the voice- The Associate is

poor service quality that recording unit. accountable to reimburse
leads to dissatisfaction. to the Client’s Company
Incorrect information that Recorded conversation from the voice- for the amount of liability
resulted in refunds to be recording unit. incurred by the Client
given customers. subject to the following
Incorrect information or Recorded conversation from the voice- conditions below.
poor service quality that recording unit.
resulted in customer’s
termination.
Non-adherence to any Recorded conversation from the voice-
other specific instruction recording unit.
from client, i.e. to bar
access, termination of Written instruction provided by the Line
service (in accordance to Manager or via internal escalation process
do’s and don’ts guideline) (audit trail) to the specific agent for necessary
action.
For Telekom Malaysia Berhad Call Centre (TMCC), any additional deduction will be for anything above
RM500.00 and any cost incurred due to customer requesting for additional rebates above the SD cost.
Conditions
1. There is documented evidence such as a letter from the client and/or a recorded conversation from the
voice-recording unit, which is proof of negligence in the part of the Associate.
2. In the event that the Associate is found responsible for negligence based on item (1) above.
The following process will be adhered to:
a) The Company will issue the respective Associate a Show Cause and/or stern warning and deem fit
disciplinary action will be taken accordingly.
b) Upon confirmation of negligence, the Associate is liable to reimburse the Company for
the amount of liability incurred.
Signature : Akmal Affandi
Name as per NRIC : MOHD AKMAL AFFANDI BIN MOHD NASIR
NRIC No. : 990523-02-5051
Date : 28/3/2022

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Unit 313, Level 3, Block A

RIO KIARA SDN BHD No.1, Jalan SS20/27

Encik Mohd Akmal Affandi Bin Mohd Nasir

Dear Encik Mohd Akmal Affandi

CONTRACT FOR SERVICE – CUSTOMER SERVICE PROFESSIONAL

Contract for Service 1

RIO KIARA SDN BHD No.1, Jalan SS20/27

CONTRACT FOR SERVICE

MOHD AKMAL AFFANDI BIN MOHD NASIR

RIO KIARA SDN BHD

Contract for Service 2

RIO KIARA SDN BHD No.1, Jalan SS20/27

7. PERFORMANCE BONUS (Pay for Performance – PFP)

Contract for Service 3

RIO KIARA SDN BHD No.1, Jalan SS20/27

KPI ELIGIBILITY LEVEL

1 <75% NOT ELIGIBLE

8. SKILL ALLOWANCES (BSA/MSA/USA)

• 20% of allowance will be variable based on 2 elements :

LEVEL % PERFORMANCE SCORE TO ACHIEVE

Criteria for KPI Performance & Disciplinary Action Taken

Disciplinary Action Taken

Contract for Service 4

RIO KIARA SDN BHD No.1, Jalan SS20/27

BASIC SKILL ALLOWANCE (BSA)

MULTIPLEX SKILL ALLOWANCE (MSA)

UNIVERSAL SKILL ALLOWANCE (USA)

a. Incomplete month of service.

Overtime work performed on Normal working days 1.5 x hourly rate

RIO KIARA SDN BHD No.1, Jalan SS20/27

10. SHIFT REIMBURSEMENT

g. Incomplete month of service.

11. TRANSPORT REIMBURSEMENT

Transport Reimbursement of up to a maximum of RM200.00 per month will be payable provided:-

a. The Associate’s work/shift ends at 10:00 pm or beyond.

12. ANNUAL LEAVE

The Associate will be entitled to 12 days annual leave per year.

Annual leave will be prorated based on the Associate’s contract period.

13. EMERGENCY LEAVE

Contract for Service 6

RIO KIARA SDN BHD No.1, Jalan SS20/27

14. COMPASSIONATE LEAVE

15. MATERNITY LEAVE

Contract for Service 7

RIO KIARA SDN BHD No.1, Jalan SS20/27

16. UNPAID LEAVE/NO PAY LEAVE

17. PUBLIC HOLIDAYS

PUBLIC HOLIDAY - NATIONAL

PUBLIC HOLIDAY - STATE

18. MEDICAL LEAVE

Year of Service Medical Leave

Contract for Service 8

RIO KIARA SDN BHD No.1, Jalan SS20/27

Medical Leave Procedure

REPORTING SICK LEAVE 1ST CALL/WHATSAPP :

19. MEDICAL CLAIMS – CLINICAL VISITS ONLY

Contract for Service 9

RIO KIARA SDN BHD No.1, Jalan SS20/27

20. HOSPITALISATION LEAVE

21. CLIENT’S BENEFITS PROGRAMMES

22. ASSESSMENTS DURING NEW RECRUITS TRAINING (NRT)

23. WORK RESOURCES/MATERIALS

RIO KIARA SDN BHD No.1, Jalan SS20/27

25. WORK ETHICS