FAQs

Bursa Anywhere is available for all however, transactional services are made exclusive to individual depositors who have a direct CDS account.

Hence Rakuten Trade accounts are not viewable via this  app.

You can email us at customerservice@rakutentrade.my or for general platform / account support, you can reach is via Facebook and Instagram 

For more immediate assistance, please visit our “Help Center” where the answer to your question could probably be found.

We are a full-fledged online equity broker so there is no need for you to have to visit our office. If you need to speak to our team, you can contact us at +603-21107110 or email us at customerservice@rakutentrade.my.

We are also on Facebook (https://www.facebook.com/rakuten.trade) and Insta (https://www.instagram.com/rakutentrade/). 

Yes via our website trading platform (desktop and mobile phone compatible) or via the iSPEED.my app.

To unsubscribe, please login to your dashboard and click Settings. 

Select "Preferences " > Click "Mail Setting" > Uncheck "Promotion Email" > Click "Save".

No we don't. 

As a full fledged digital stockbroker, we DO NOT employ any representatives. We do though collaborate with social educators who provide information on digital trading and on Rakuten Trade from an educational standpoint only. They are Spark Liang 張開亮 , Myfintalk and Dividend Magic only. 

As always, we advise our clients to always err on the side of caution. Please feel free to contact our customer service team should you have questions or would like to verify the source of information.

We perform daily maintenance from 5:00:00PM to 5:59:59PM and 11:15:00PM to 11:59:59PM on trading days. During this period, selected services will not be available. 

This includes Order Management, Cash Deposit, Cash Withdrawal, Inter-account Cash Transfer, Share Withdrawal, Inter-account Share Transfer, Corporate action subscription, Outstanding Settlement (RakuMargin).

We perform system enhancements to better serve the needs of our clients and this is done typically over the weekend. Please keep a look out for announcements on the ticker bars on the visitor mainpage and client login page.

For major upgrades (typically lasting more than 10hours), a push notification message will be sent to you in advance. 

We adhered to the Personal Data Protection Act 2010 (PDPA). All customers’ data are stored in a secured environment as prescribed by the PDPA.

In the event of death, all instructions and other monetary instruments shall continue to be honored until the Company receives notice in writing of the Client’s demise. At this point, the Company shall be entitled to sell-out any outstanding purchases / losses (which have not been paid for). Fees associated with the transferring of shares / trade activities made upon the request by the executor(s) or administrator(s) of the deceased’s estate will be funded by the balance funds available in the account.

For more information, kindly refer to our Terms & Conditions, Clause 15.3

To update your next of kin, please email customerservice@rakutentrade.my

Our T&Cs are at https://mit.rakutentrade.my/files/tnc.pdf

Yes except that you cannot apply for an IPO and you will not receive annual reports/ dividend vouchers directly from the Registrar. You will need to request manually from us via email. 

A nominee account is a securities account opened by an authorised nominee in accordance with Bursa Rules. With Rakuten Trade, your CDS account is held under Kenanga Investment Bank.

This means that the name on your account will be KENANGA NOMINEES (TEMPATAN/ASING) SDN BHD RAKUTEN TRADE SDN BHD FOR [CLIENT NAME]

 -          You cannot apply for an IPO

-          You will not receive annual reports/ dividend vouchers directly from the Registrar (you need to request manually from us via a call/email)

-          Corporate Actions will be handled by Rakuten Trade based on your instruction (via online subscriptions/email/ phone call)

-          Your dividend(s) will be credited into your Rakuten Trade account at least five (5) working days

 Yes.

 You can download iSPEED.my via either the "App Store", "Google Play" or click download from our website

iSPEED.my is the localised version of Japan’s leading mobile app developed by Rakuten Securities, Inc.

iSPEED.my provides investors FREE access to stock prices, research reports and latest news headlines while Rakuten Trade clients will enjoy additional benefits including access to comprehensive trading, execution and clearing services for all trades on Bursa Malaysia, trading history and RT point conversion. 

 Yes, you can use the same account login and trading pin for both platforms. 

Yes, you can at "Order", "Refine", "Transaction History"

Yes, if you are a Rakuten Trade customer. For non-customers, it is delayed.

Please logon to mit.rakutentrade.my to place your order or call Customer Service for assisted trading services at 1-800-88-6001. 

iSPEED.my is optimised for smart phone devices (i.e. android and iPhone).

The specifications for best viewing is as below:

Android (Phones& Tablets): V5.0 - 7.0

·       Extra Large Screens - 1280 X 800

·       Large Screens - 1280 X 720

·       Normal Screens - 1280 X 720

·       Small Screens - sw360dp [Smallest width or Height should be 360 dp]

IOS (iPhones only): supports

V8.0, up to the latest version

Account opening applications will be processed within 2 working hours, provided all documents are completed and submitted.

We strongly recommend that accurate information and clear visuals are submitted from the start to avoid a delay in account activation. 

You can click on “forgot username” or “forgot password” and proceed accordingly. Your ID and/or password will be sent to you via the email address you registered at the time of account opening.

If you experience a pop up display of "Username Not Exists", this means that you did not key in the correct details.

* The “Name” in the “Forgot Username/Password?” should be the name as per stated in your NRIC.

* The “Contact Number” in the “Forgot Username/Password?” should start with country code which is +6 [your contact number].

Please ensure you create a secure password:

*Must be 8-12 characters

*Must be a combination of numbers and alphabets (alphanumeric) with at least 1 capital letter 

*Must include at least 1 special characters from (!@#$%&*)

You can click on “forgot password” and follow the instructions. Your temporary password will be sent to you via your registered email address.

Please ensure you create a secure password:

*Must be 8-12 characters

*Must be a combination of numbers and alphabets (alphanumeric) with at least 1 capital letter 

*Must include at least 1 special characters from (!@#$%&*)

You need 

⦁ Photocopy of your identity card (NRIC front and back) or passport

⦁ Proof of corresponding address (ie: utility bill, telco bill, etc) if different from your permanent address

Yes you can.

The Central Depository System (CDS) acts as a means of representing ownership and movement of securities. We will open one when you sign up with us. 

No. Once you have verified your email address, please wait for an email entitled "Welcome To Rakuten Trade" for your temporary password and next steps.  You will be able to start trading after depositing the required collateral/deposit into your trading account.

Yes, you can for Cash Upfront and Contra Account only. For a RakuMargin account, students, unemployed individuals, housewives will not be eligible to apply.  

You will be notified through your registered email address. Please check your inbox for "Welcome To Rakuten Trade" email for next steps and your temp password. Do check your spam or junk box just in case. 

Foreigner can be classified either as Resident or Non-resident.

 A resident is classified as:

 - A citizen of Malaysia, excluding person with PR abroad and resides abroad

 - A non-citizen of Malaysia who has obtained PR of Malaysia and resides in Malaysia

 A non-resident is classified as:

 - Any person other than a resident

 - A Malaysian citizen with PR abroad and resides abroad

  All documents submitted must be in English language 

Foreigner (resident) in Malaysia

 *All documents submitted must be in English language 

Foreigner (non-resident) outside Malaysia

For registration during weekend/public holiday, the account activation will be processed on the next business day. It may take longer than usual in the event that there is a higher than normal account opening requests and provided that all documents and information are sufficient. 

Resubmission of your application will be processed within 24 hours. We strongly recommend that accurate information and clear visuals are submitted from the start to avoid a delay in account activation. 

This means that there your account opening application(s) is:

- missing information

- information provided requires clarification. Additional information is required.

- NRIC / Passport image is unclear

- supporting documents to verify information received

Please submit these items via the link provided or email customerservice@rakutentrade.my for manual submission.

Depending on the volume of account opening received, it make take longer than usual to get your account activated. Be advised that account processing is done Mon - Fri from 8:00am to 5:30pm (excluding public holidays).

Please do check your inbox to verify your email address and for an email "Welcome To Rakuten Trade" for next steps and your temporary password. 

In the event that additional information is required, please submit the additional information accurately / clear visuals to avoid a delay in account activation.

We do not charge you for opening an acount with us. 

Please check your inbox. An email will be sent with a link for you to continue where you left off. It will be sent 15min after you dropped off. 

Please select the first selection ~ no tin number.

Kindly note that the email verification process is to verify your email address so that you will automatically start receiving email notifications from Rakuten Trade. Once your account is activated you will be informed via email ("Welcome To Rakuten Trade") and it will include a temporary password to log into the account.

You just need to log in to your account and on your dashboard select Contra Account to complete the additional financial profiling page. 

 No. 

No, only individual Contra Accounts are allowed.

Third party margin is a loan facility, made available to you by a company other than Rakuten Trade. In this case, the third party is KENANGA INVESTMENT BANK BERHAD while we will handle your account services.

A combination of trading accounts - Cash Upfront account (like a debit card) and a RakuMargin account (like a credit card).

DUAL account opening means you are signing up for both Cash Upfront account and Contra account at the same time. COMBO account opening means you are signing up for both Cash Upfront Account and RakuMargin account at the same time.

Picking the right combination depends on your investing style and your comfortable risk level. A RakuMargin account offers financing solutions to its account holder and there is usually no immediate deadline to settle trades whereas trades via Contra account must be settled within two days.

No.

It depends on what type of investor you are. RakuMargin trading is typically more suitable for the sophisticated investor with a thorough understanding of investment risks and margin trading requirements.

Yes (between Rakuten Trade and Kenanga Investment Bank – the financier) as per our General Terms and Conditions on the application form (page 1).

Malaysian and non-U.S. citizens who are 18 years old or above subject to other terms and conditions that can be found on page 1 of the application form.

No. You just need to provide a soft copy of your NRIC/Passport via the online account application form.

We are the only broking house offering a completely digital trading experience from account opening, cash deposits, digital execution and settlement of trades to accessing research reports, investment ideas and earning rewards. You can also request an increase in facility limit via the web platform. We also offer real time margin ratio that you can check on your own any time compared to the more traditional framework where you are reliant on someone else to keep you updated.

Our RakuMargin offers free online registration as it requires no hardcopy supporting documents and we charge the lowest brokerage fees in town.

No. You need to maintain at least a Cash Upfront account.

No. RakuMargin client must at least maintain either cash upfront account or contra account or both accounts.

Ideally yes.

You just need to log onto your dashboard, click the “Margin OpenNow!” tab to register. You may do it via iSPEED.my app as well.

Yes, as long as you have more than six (6) months left on your passport.

It depends on when the application is submitted and processed. In an ideal scenario, you can start trading as fast as within 72 hours but it’s largely due to how fast the applicant can create and sign off the margin related documents.

Successful applicants are required to view and digitally sign Margin Letter of Offer, Margin Supplementary Letter of Offer, Margin Agreement, Margin letter of Defer Stamping.

Facility consists of a loan made available to you as per the terms under the RakuMargin agreement.

A percentage of the collateral value pledged to secure the loan.

For example, Raku Margin’s MOF requires 180% (RM18,000/RM10,000) where you need total of RM18,000 of collateral to secure the outstanding loan of RM10,000.

“Outstanding” is defined as items that are owed by you such as financed shares, contra loss, debit interest etc.

It will take up to 48 hours to process.

On the Bursa Malaysia website under Indices Overview.

Please refer to the CORPORATE ACTION section of the FAQs.

If you require further clarification, please give our customer service team a call.

Marginable stock are those that give you collateral value whereas non marginable stocks are those that did not give collateral value for your RakuMargin Account.

Marginable shares refers to stocks that are allowed to be financed under RakuMargin account. Stocks with high liquidity are most likely marginable. Most brokers will publish list of marginable stocks and non-marginable stocks on their website.

List of marginable stocks and non-marginable stocks are available at the STOCK INFO page or STOCK INFO >> MARGINABLE STOCKS or NON-MARGINABLE STOCKS.

Generally non-marginable counters are:

•  PN17 counters
•  GN3 ACE Market
•  Delisted counters
•  Call Warrants counters
•  Designated counters
•  Warrants and Loan Stocks that have expiry of less than 180 days
•  Leverage and Inverse ETFs
•  Related counters such as Bonus shares, Rights Entitlement separately quoted, Loan Stocks, Transferable Subscription Rights, Warrants and other type of equity related to Non-Marginable Counters are to be deemed as non-marginable
•  Any other identified counters identified by Kenanga Investment Bank Berhad.

Yes, but do be mindful of your margin ratio and ensure it doesn’t fall below the 180% ratio. GTD orders or orders placed during non-trading hours will be rejected should the margin ratio at the start of day be lower than the required maintenance ratio of 180%. You will though be notified via email on canceled orders.

We adopt the First In First Out (FIFO) approach which means the earliest outstanding purchases/contracts will have the highest priority in terms of being contra-ed off. The contra process will be processed at the end of the day.

Other realized debit outstanding items will be auto setoff/settle daily against available cash in RakuMargin based below in terms of priority

1. Miscellaneous Charges
2. Debit Interest
3. Contra Loss

Settlement of outstanding purchases will be based on board lot and First In First Out (FIFO) basis.

You can do it via the trading platform.

Please login and select “MY ACCOUNT” >> “Margin” >> “Outstanding” and key in the amount that you wish to settle in “Amount for settlement”.

Be advised that it is subject to manual approval from Kenanga Investment Bank Berhad and Rakuten Trade to ensure that margin ratio does not go below 180%.

Yes. If the entitlement of shares was resulted from corporate action of non-marginable counters, this entitlement of shares will be considered as non-marginable shares as well.

You may get margin call letter at MY STATEMENT on member’s web page and select Margin Call/Forcesell notification.

You may view the short fall on member’s web page at Dashboard.

You may view the short fall via iSPEED.my APP at Margin Summary under My Account.

RakuMargin digital certificate is a digital signature of registered client. Applicant can use this digital certificate to sign off margin documents.

You will receive an email that will prompt you to create a digital signature. It requires you to answer a security question. Upon successful verification, you need to enter your PIN – Personal Identification Number to complete the digital sign off. Steps will be sent to you via email upon successful processing.

We encourage you to accept the margin documents offered by RakuMargin within fourteen (14) calendar days after the offer date.

Yes, on the 14th day after the offer letter has been sent via email.

You can reapply only after 90 calendar days.

You can find this on your dashboard. Just login > My Account > RakuMargin > Agreement.

To initiate a share transfer from another broker to Rakuten Trade, you will have to get the broker your shares are currently deposited in to fill up the shares transfer form. The shares will be reflected in your Rakuten Trade account upon successful transfer the previous broker.

Yes, RM10.00 per stock charged by Bursa Malaysia Depository Sdn Bhd (formerly known as Malaysian Central Depository Sdn Bhd / MCD) regardless of quantity.

Share transfer will take up to 48 hours to process.

 * Subject to when the transfer is accepted and acknowledged by Bursa Malaysia Depository Sdn Bhd. 

No.

Yes, you may but only limited to paid shares. A RM10.00 transfer fee will be realized as the charged transaction and financed by Kenanga Investment Bank Berhad.

Share transfer out from RakuMargin account is subjected to manual approval of Kenanga Investment Bank Berhad and Rakuten Trade to ensure the margin ratio after the transfer does not go below than 180%.

Yes. You are only allowed to do inter-account share transfer to the same beneficiary owner / immediate family members. 

The intra-account shares transfer will be done within 48 hours. 

Intra-account share transfer from your RakuMargin account is subjected to the approval of Rakuten Trade and Kenanga Investment Bank Berhad.

It is 073-001

You can perform an inter-account transfers to immediate family members, the steps are as per below

Yes but you will be charged a CDS share transfer fee of RM10.00 per counter.

Rakuten Trade and custodian party has the right to reject share transfer request in conjunction with related corporate action involving the CDS shares units adjustment. It is advisable to raise share transfer request on or after the entitlement date/lodgement date.

Yes, but you will need to upload proof of your new corresponding address (i.e.: copy of identity card (NRIC), utility bill, telco bill, etc.)

You can change the following personal details online:

1. Marital Status

2. Employment Status

3. Occupation

4. Designation

5. Mailing Address (if different)

6. Contact No. (Home)

7. Contact No. (Office)

8. Contact No. (Office Extension)

9. Email Address (Secondary)

10. Name of Bank

11. Account Number

12. Income Evidence (Latest 3 Months)

13. Documentary Proof of Mailing Address

Other details such as the below will need to be emailed to customerservice@rakutentrade.my for us to execute the change.

1. Country of Birth

2. Residency

3. Race

4. Bumiputra Status

5. Permanent Address (As per NRIC/ other ID)

6. Next of Kin

 In the event you are encountering difficulties changing your personal details online, you can always email us at customerservice@rakutentrade.my for manual support.  

No.

It will be processed within 48 hours. Approval will be subject to whether there is/are any outstanding purchases or trades pending settlement. 

You may do the an intra cash transfer via the web member page or app. 

Website: Go to My account > Inter Cash Transfer

App: Go to Menu > Inter Cash Transfer

Inter-account cash transfers from RakuMargin account to another RT trading account requires manual approval from Kenanga Investment Bank Berhad and Rakuten Trade to ensure your margin ratio after the withdrawal doesn’t go below the 180% threshold with cut off time 2:50PM on the trading day

Yes.

Intra-account cash transfers from Cash Upfront to RakuMargin or Cash Upfront to your Contra Account will be immediate.

Intra-account cash transfer from RakuMargin account to another RT trading account requires manual approval from Kenanga Investment Bank Berhad and Rakuten Trade to ensure your margin ratio after the withdrawal doesn’t go below the 180% threshold.

Intra-Account cash transfer from contra account to another RT trading acount requires manual approval from Rakuten Trade 

Cut off time for intra account cash transfer within Rakuten Trade's trading account is 2:50PM on trading day.

You can deposit funds of RM30,000 and below via online bank transfer. For deposits above RM 30,000 you will need to go to the bank.

 Go to “My account >> Cash Deposit>> select Online Deposit” and proceed accordingly.

For deposits, more than RM30,000, you can either deposit funds into your account via personal cheque (deposit into the Cheque Deposit Machine) or over the counter (Interbank Transfers, Remittance /telegraphic transfer and Interbank GIRO).

 Go to “My account >> Cash Deposit>> select Offline Deposit” and proceed accordingly.

 Cheque deposits will be processed upon cheque clearance (depending on bank’s processing time) while Interbank (IBG) over the counter deposits will be processed within 1 hour (or upon fund sighting). For cheque and/or IBG deposits, you are required to upload the deposit details/slip to your dashboard.

The fee for over the counter deposits is dependent on the respective bank charges. There is no limit for each deposit/transaction.

Cash deposits via ATM machine, third party payment, physical cash deposit over the bank counter into Rakuten Trade trust account shall be rejected.

Effective 23 June 2017, Rakuten Trade accepts personal cheque deposit via bank counter or cheque deposit machine (“CDM”)

Steps:

Step 1: Take a picture /scan the cheque

Step 2: Upload multiple files (press control + select multiple file)

Step 3: Take a picture /scan the receipt or deposit slip received from the bank.

Step 4: Upload multiple files (press control + select multiple file)

The funds will be credited into your Rakuten Trade account upon clearance of the cheque (depending on the bank's processing time frame).

Deposits made on public holidays/weekends will be processed the next business day.

Sample attachment of the cheque:

 Sample from receipt of cheque deposit machine:

Should you have any queries, please feel free to contact us at 1-800-88-6001 or customerservice@rakutentrade.my

No. You can view your daily trade statement via our website, by logging onto your online trading account “My account”, “My Statement”. Monthly statements will be updated into “My Statement”

Bursa Malaysia ‘s settlement period rule subjected to type of contract. Refer to the details below;

Type of Contract: Ready Basis

1.     Tradeable Balance in Seller’s Account (Rule 9.03(1)): T + 1 by 4:00pm

2.     Payment to Selling Client (Rule 9.03(2)): T + 2, no later than 12:30pm

3.     Delivery to buyer (9.03(2)): T + 2, no later than 10:00am

4.     Payment by Buying Client (Rule9.03 (2)): T + 2, no later than 12:30pm

5.     Selling Out: T + 2, from 12:30pm until T + 3

Type of Contract: Immediate Basis

1.     Tradeable Balance in Seller’s Account (Rule 9.03(1)): T  by 4:00pm

2.     Payment to Selling Client (Rule 9.03(2)): T + 1, not later than 12:30pm

3.     Delivery to buyer (9.03(2)): T + 1, no later than 10:00am

4.     Payment by Buying Client (Rule9.03 (2)): T + 1, no later than 12:30pm

5.     Selling Out: T + 1, from 12:30pm until T + 3

Yes, at 1.00% p.a. calculated on daily rest, credited monthly into your account.

Yes, the charges of 30sen per transaction, however the charges will be absorbed by Rakuten Trade.

There is no minimum amount, however your trading limit is subjected to your available deposits in your Cash Upfront Account.

Please send an email to customerservice@rakutentrade.my requesting to either return to sender or if you want us to accept the funds, pls provide proof of ownership of account or relationship of account owner. For example:

• If it was from your immediate family member individual bank account – Kindly provide supporting document mandatory*** (birth certificate)
• If it was from a bank account not registered with Rakuten Trade but in your name, kindly provide supporting document such as a bank statement that shows proof of ownership as well as proof of deposit (deposit slip  and check- if applicable).
• If it was from 3rd Party Payment and you would like us to proceed to a refund, kindly provide supporting documents from the third-party (the third-party individual/company where you transfer from) for refund purposes.

 Please follow below format for refund purposes.

CLIENT NAME (your name): XXXXXXXX

• CASH UPFRONT OR CONTRA ACCOUNT: XXXXXXXX
• CLIENT RAK ACC NUMBER: (Don’t need fill up, this is for RT use only)

 3RD PARTY PAYMENT DETAILS FOR REFUND PURPOSES: -

(the third-party individual/company where you transfer from)

1. PAYEE NAME: XXXXXXXX
2. NRIC/PASSPORT NO/COMPANY NO.: XXXXXXXX
3. BANK NAME: XXXXXXXX
4. BANK ACCOUNT NUMBER: XXXXXXX (UNDER PAYEE NAME)
5. AMOUNT: RM XXXXXXXX
6. SUPPORTING DOCUMENTS REQUIRED TO SEND TO RT VIA: MUST

 Appendix:

List of supporting documents required: -

1. I) Bank statement - complete with banking details (bank name, account number, 3rd party name)
2. II) NRIC/Passport/SSM certificate (for company)

 The refund process is subjected to complete information provided everything in order and may took at least TWO working days or earlier depending on the timing of rejection and/or information received.

Online deposit transfer via our portal normally will take place immediately. However, it is subjected to your bank account status/ balance/ bank processing time and the deposit transfer must be sighted into our bank account. 

Please ensure it was performed from a bank account registered with us. If it was, it will take up to 3 hours for the funds to be sighted in our account. Once sighted, it will be reflected in your account. If you have made the transfer and your RT account still not updated after 3 hours (on a working day), please contact us immediately, and we will do our best to confirm your online deposit transfer status.

 If it was performed from a third party or an account not registered with us, kindly drop us an email at customerservice@rakutentrade.my with your instructions on next steps.

 The refund / acceptance process is subjected to complete information provided everything in order and may took at least TWO working days or earlier depending on the timing of rejection and/or information received.

Your cash will be kept separately in a trust account with Kenanga Investment Bank

 For more information please refer to the following clauses extracted from our Terms and Conditions:

 Clause 9 TERMS AND CONDITIONS GOVERNING THE CLIENT TRUST ACCOUNT

9.1 The Client’s trust account is subject to the Company’s continued discretion to grant, maintain and operate. The Client represents and warrants that the Client has full power and capacity to open the Client’s trust account and will not by so doing contravene or result in a default under any provision of any applicable Laws and Rules or of any judgment, injunction, order, decree or agreement or instrument binding upon the Client.

9.2 In addition to, and not in derogation of the terms and conditions set out herein, the Client hereby irrevocably and unconditionally agrees to the following in respect of the Client’s trust account:

9.2.1 That all monies which have been deposited into the Client’s trust account shall be dealt with in accordance with the terms Clause 6.1.4; The Client hereby further authorizes the Company to utilise part or all of any monies as may be held by the Company under any trust relating to Client's monies (including monies paid into the trust account pursuant to Section 111 of the CMSA) to set-off the debit balance in any of Client’s Account(s);

Please go to MY ACCOUNT >> TRANSACTION HISTORY >> CASH

You can either deposit funds into your account via personal cheque (deposit into the Cheque Deposit Machine) or over the counter (Interbank Transfers, Remittance /telegraphic transfer and Interbank GIRO).

 Go to “My account >> Cash Deposit>> select Offline Deposit” and proceed accordingly.

Cheque deposits will be processed upon cheque clearance (depending on bank’s processing time) while Interbank (IBG) over the counter deposits will be processed within 1 hour (or upon fund sighting). For cheque and/or IBG deposits, you are required to upload the deposit details/slip to your dashboard.

For other offline deposits, timing is dependent on your bank account status/ balance/ bank processing and deposit transfer time. It will be credited into your Rakuten Trade account once the funds are sighted in our bank account.

The fee for over the counter deposits is dependent on the respective bank charges. There is no limit for each deposit/transaction.

Cash deposits via ATM machine, third party payment, physical cash deposit over the bank counter into Rakuten Trade trust account shall be rejected.

Online deposit transfer only will take place immediately when it sighted into our bank account. However, it is subjected to your bank account status/ balance/ bank processing time. Do note that, joint account might be taking longer processing time up to 1 working day if it doesn't reflect immediately.

You may refer to Bursa Malaysia at here

Cash withdrawal requests is subjected to manual approval of Kenanga Investment Bank Berhad and Rakuten Trade to ensure your margin ratio after the withdrawal does not go below the 180% threshold.

There is no maximum amount for withdrawals. However, your account should have minimum balance of RM10 to keep your account active 

No.

No.

You may go to “My account" , "Cash Withdrawal” and proceed accordingly.

Your sales proceeds will be automatically credited into your Trading Account two days after the transaction (T+2). Only then will it be reflected as available cash.

Note: T is the transaction day

Yes, you can by selecting “MY ACCOUNT” and under "Contra " select “CASH WITHDRAWAL” to proceed with the withdrawal process subject to whether there is/are any outstanding purchases and/or any losses or potential losses that may occur.

The following services are exempted from ST:

I.Corporate Action Fee

II.CDS Share Transfer Fee

III.All charges to our services except for brokerage fees

If you are unsure whether your transaction(s) is(are) taxable, please get in touch with us.

Normal Brokerage (via Web/ iSPEED.my)

⦁ Below RM1,000.00 = RM7.00* per transaction

⦁ Between RM1,000.00 to RM9,999.99 = RM9.00* per transaction

⦁ Between RM10,000.00 to RM99,999.99 = 0.10% of trading value*

⦁ Equal / above RM100,000.00 = RM100.00* per transaction

*6% ST will be imposed on brokerage fees

Assisted Brokerage (via Customer Service: RM30.00 + Normal Brokerage)

⦁ Below RM1,000.00 = RM37.00 * per transaction

⦁ Between RM1,000.00 to RM9,999.99 = RM39.00 * per transaction

⦁ Between RM10,000.00 to RM99,999.99 = 0.10% of Trading value* + RM30.00

⦁ Equal / Above RM100,000.00 = RM130.00* per transaction

*6% ST will be imposed on brokerage fees

Other Fees

⦁ Clearing Fee: 0.03% up to a maximum of RM1,000.00 per contract

⦁ Stamp Duties: RM1.00 for every RM1,000.00 in trading value (maximum amount of RM200.00 per contract)

⦁ CDS Fee: Account Opening RM10.00 per CDS

⦁ Transfer of Securities RM10.00 per counter

⦁ Services Tax (ST): 6% of brokerage fees

The stamp duty exemption will be applicable for trading of companies listed on Bursa Malaysia Securities with a market capitalization ranging between RM200 million and RM2 billion as at 31 December 2018 for eligibility in 2019. For eligibility in 2020 until 2021, the companies will be based on their market capitalization as at 31 December 2019 and 2020 respectively. The list of companies will be static until the annual review.    

Click for the full list.

Interest on outstanding transactions are at 6.8% per annum.

It is calculated daily after T+2, at the end of each day. The interest on outstanding balance will be realized at the end of the month.

Rollover fee is calculated at flat rate 0.5% of each principal buy outstanding amount at the expiry of each rollover period. Rollover period for RakuMargin is 3 months. For example, if you have outstanding purchases with amount of RM10,000, the rollover fee will be RM50.00.

It’ll be auto deducted from the available cash balance in your RakuMargin trading account at the end of the 90th trading day. If there is no cash balance to offset, the rollover fee will remain as an outstanding amount.

A rollover is when a position is extended beyond the end of the trading day without settment.

RakuMargin account holders are charged a flat rate of 0.5% on the principal buy outstanding amount on the expiry of each rollover period.

For example, if you have outstanding purchases with amount of RM10,000, the rollover fee will be RM50.00.

No. The stamp duty is only exempted for trading in Small & Mid Cap shares.

A stamp duty is a required tax placed on legal documents, usually in the transfer of assets. It is chargeable on transactions through Bursa Malaysia at RM1 per RM1,000 share value to a maximum of RM200.

The stamp duty fee exemption benefits investors as it reduces the total fees that are charged which is determined based on the transaction value.

 Other than the brokerage fee, you must pay a clearing fee of 0.03% on your transaction value (up to a maximum of RM1,000) which currently cannot be waived.

It will be reflected in your trade statement where all charges billed are itemised.

There is a predefined list of shares set by Bursa Malaysia that will change annually as it is based on recorded market capitalisation of the previous year.

 The stamp duty exemption is ONLY applicable for the buying and selling activities made on Small and Mid Cap shares.

Please be informed that we are not the right person to advice you on Income tax-related inquiry. This inquiry can only be answered by the LHDN as the declaration of income tax is beyond our jurisdiction.

We charge a brokerage fee (plus 6% ST) and standard charges for buy/sell transactions. Please refer to our "Fees" webpage.

Unfortunately no.

All Contra account holders are required to pick up the outstanding BUY contract by T+2 5pm failing which we will execute forceselling on the morning of T+3 (next trading day). 

Please log into your dashboard, select “MY ACCOUNT” > “Contra” > “OUTSTANDING” > “PICKUP STOCK” > Select and mark the outstanding purchase(s) you wish to settle > Click “CONFIRM” to complete the settlement process. Please note that Rakuten Trade pickup rules will always be based on “Current Cash Balance” on Member Screen.

With effect from 12 June 2020, Rakuten Trade will no longer be accepting any manual pickup instruction via email/call.

All Rakuten Trade’s contra account clients are required to pickup your outstanding Buy contract from our online platform latest by T+2 at 5pm, failing which forceselling will take place on T+3 morning (the next trading day).

Please refer to our tutorial guide on the steps to perform pick up.

A Contra Account allows you to buy shares based on available cash and/or collateral shares value after hair cut at a higher multiplier depending on type of counters intended to buy.
Outstanding purchase(s) need to be settled within 2 (two) trading days after the transaction date (T)

Unfortunately no. Please log into your dashboard, select “MY ACCOUNT” > “Contra” > “OUTSTANDING” > “PICKUP STOCK” > Select and mark the outstanding purchase(s) you wish to settle > Click “CONFIRM” to complete the settlement process. Please note that Rakuten Trade pickup rules will always be based on “Current Cash Balance” on Member Screen.

 Only cash and /or shares can be used as collateral.

- Cash collateral value 100% (no hair cut)

 - Main Market collateral value 80% (20% hair cut) **

 - ACE Market collateral value 50% (50 % hair cut) **

- Warrants, ICULS, REIT’s collateral zero value (no value)

 ** subject to internal valuation of the individual stock

 For example,

 · Cash RM10,000 = RM10,000 in collateral value

 ·  Main Market shares RM10,000 = RM8,000 in collateral value

 ·  As such your collateral value is RM18,000

The trading limit is determined by the multiplier of the intended share purchased, set at 3 times or 5 times on top of the trading limit derived from cash collateral value and/or collateralized securities.

 For example,

·  Total value of cash + collateralized shares value after price capping = RM18,000

·   Intended share purchased provide 5 X multiplier = RM18,000 x 5 = RM90,000

·   As such you will be entitled to RM90,000 trading limit.

Only selected shares on Bursa Malaysia FTSE 100 will qualify for a 5X multiplier.  You can check the shares multiplier at “STOCK INFO” and in “order pad”.

Rakuten Trade Contra Account clients are unable to trade the following:

·  LEAP

·  All ETF

·  Loan bond

·  Warrants (1 Month to expiry)

 No.

 Your Contra Account trading limit can be increased by depositing additional cash and/or transferring shares into the account as collateral.

Outstanding purchase Contract settlement must be made on/before the second market day (T+2) before 5pm.

Your outstanding buy contract will be force sold on the third market day T+3 morning. 

 No.

 Yes via an email to your registered email address.

No. Payment for outstanding buy must be made by the second trading day (T+2) before 5pm, otherwise unsettled outstanding buy will be force sold on the third trading day (T+3) in the morning.

 Note: T-day in this context is the day you bought the stock.

Yes. You may pick and choose to settle certain outstanding purchases latest by second trading day (T+2)

 Note: T-day in this context is the day you bought the stock. T+2 is two (2) trading days after you have bought the stock.

No. Please log into your dashboard, select “MY ACCOUNT” > “Contra” > “OUTSTANDING” > “PICKUP STOCK” > Select and mark the outstanding purchase(s) you wish to settle > Click “CONFIRM” to complete the settlement process. Please note that Rakuten Trade pickup rules will always be based on “Current Cash Balance” on Member Screen.

Notes:
Current Cash Balance: The latest snapshot of the Cash Balance of a trading account.

Currently, our realized profit and loss will only display maximum to last 18 months of your transactions meaning average price of that particular share since day 1 you buy that share, nothing to do with your contra transaction.

Yes on the same day as the sales of the outstanding purchases.

All Contra account holders are required to pick up the outstanding BUY contract by T+2 5pm failing which we will execute forceselling on the morning of T+3 (next trading day). 

Please log into your dashboard, select “MY ACCOUNT” > “Contra” > “OUTSTANDING” > “PICKUP STOCK” > Select and mark the outstanding purchase(s) you wish to settle > Click “CONFIRM” to complete the settlement process. Please note that Rakuten Trade pickup rules will always be based on “Current Cash Balance” on Member Screen.

We will force sell your collateralized shares on the sixth trading day (T+6) from the transaction date of the outstanding purchases. 

We will utilize the available cash and/or force sell the shares in your Cash Upfront Account (if available) on the sixth trading day (T+6) from the transaction date of the outstanding purchases. A Letter of Demand will be issued on the seventh trading day (T+7) if there is/are unsettled outstanding Contra losses.

Note: T-day in this context is the day you bought the stock.

 An interest charge of 6% per annum on the outstanding Contra loss will be charged until the amount is fully settled.

 You can view your contra gain or contra loss at the end of the trading day by viewing your contra statement, available on our website.

Yes.

Contra gain / loss means when the outstanding buy(s) is/are sell off to the market before settlement date and/or force selling which may result in either gain or loss.

Contra gain or contra loss will increase or decrease the trading limit respectively in real time during the trading hours.

You may view or download "SET-OFF STATEMENT" at the end of the trading day from our web trading platform.

Go to “MY ACCOUNT”

Click on “MY STATEMENT”

Select “Setoff Statement” at Document Type and click the “Show” button

Finally, select “view” or “download” statement.

Contra gain will be credited into your account after 2 (two) trading days upon selling (T+2) the outstanding buy contract(s).
Cash balance will be automatically deducted from your cash balance available when there is/are realized loss occurred after selling the outstanding buy contract(s).

No. Day Trade Rebate Program is only applicable for Contra Account.

The rebate will happen after the amalgamation of the contract after trading hours.

No.

No. RT points credited based on brokerage fee paid will not be awarded under the Day Trade Rebate Program. 

Force selling will incur at the normal brokerage charges, as per usual practice. With this new program, you will be entitled to the sell brokerage rebate if both a force sell trade and buy trade are executed successfully on the same counter and on the same day.

 *In the event that the Force Sell quantity > Buy quantity, the rebate will be capped at the Buy quantity x Force Sell price. 
 *If the Force Sell, Normal Sell and Buy for the same stock happens on the same day, “first in –  first out” (“FIFO”) principle will be used to determine the rebate based on Force Sell and Normal Sell price.

 *Please refer to the simulated brokerage rebate calculation below. Illustrations below serve as example of the calculation only.

 Example 1:

1. T+3 Day is the force selling date, four days after the transaction took place.
2. If the Force Sell quantity > Buy quantity, the rebate will be capped at the Buy quantity x Force Sell price.

 Example 2:

1. T+3 Day is the force selling date, four days after the transaction took place.
2. If the Force Sell, Normal Sell and Buy for the same stock happenes on the same day, “first in –  first out” (“FIFO”) principle will be used to determine the rebate based on Force Sell and Normal Sell price.

For more information about force selling, please refer to the relevant FAQ.

The total sell brokerage rebate will be shown in your monthly statement or in the “cash movement history” screen which is available under the account page on both the website and the iSPEED.my app.

Yes.

In order for our clients to buy GOLDETF (0828EA), Rakuten Trade will have to grant “BUY” limit manually for GOLDETF (0828EA). Clients will have to call in to our Customer Service Department to effect the trade. The process of granting “BUY” limit will take at least 2 (two) working hours. Once the window for “BUY” order on GOLDETF (0828EA) has been granted, Customer Service Representative will then proceed to contact the client. The client will have to place the “BUY” order within 15 minutes. The window of the “BUY” order will be closed after 15 minutes. The same process applies to amendment on the “BUY” price.

Similarly, for our clients to sell GOLDETF (0828EA), Rakuten Trade will have to grant “SELL” limit manually for GOLDETF (0828EA). As such, the client will have to call in to our Customer Service Department to effect the trade. Once the window of “SELL” order has been granted, Customer Service Representative will contact the client. The client will have to place the “SELL” order within 15 minutes. The window of the “SELL” order will be closed after 15 minutes. The same process applies to amendment on the “SELL” price.

Clients may call to Rakuten Trade’s Customer Service Department from 8:00AM to 3:30PM at 1800-88-6001 (Local) or +603 2110 7110 (International). Rakuten Trade does not accept order instruction via email. Any GOLDETF (0828EA) order(s) placed by clients without the special arrangement as described on the above will not be matched. Rakuten Trade will not be liable if the client fails to inform Rakuten Trade to effect the trading instruction above for GOLDETF (0828EA)

Please logon to the members page via mit.rakutentrade.my/login and then click “Settings”, select “change trading pin” and proceed accordingly.

No, trading on leveraged and inverse ETFs  are not facilitated by Rakuten Trade.

Investors who fall under the category of sophisticated investors;

Investors who have margin accounts with their brokers;

Investors who have executed at least five transactions in exchange traded derivatives or structured warrants in the preceding 12 months, OR

Investors who have utilized a performance simulator which simulates trading in L&I ETFs and have undergone the e-learning tutorial on L&I ETFs on Bursa Marketplace.

Internet-enabled PC, Notebook with Pentium 4 (1Ghz) or higher CPU with at least 1GB RAM Supported browsers with versions:

⦁ Chrome – v25 and above

⦁ Mozilla Firefox – v25 and above

⦁ Microsoft Internet Explorer – v11 and above

1^st Session

Pre-opening: 8:30am

Opening and continuous trading: 9:00am

Closing: 12:30pm

2^nd Session

Pre-Opening: 2:00pm

Opening and continuous trading: 2:30pm

Pre-closing: 4:45pm

Trading at last: 4:50pm

Closing: 5:00pm

You can refer to the videos on our website “Customer Service”, “Videos” or via our Rakuten Trade YouTube Channel.

A trading pin is a six-digit pin used as a security feature to trade online. It was the 6 digit number you created in your account opening form.

If you have forgotten it, please logon to the members page via mit.rakutentrade.my/login and then click “Settings”, select “change trading pin” and proceed accordingly.

You can submit your orders from 8:30am until 5:00pm for the day’s orders, Monday to Friday.

After trading hours – You can key-in orders after business hours and your orders will be in a pending queue status, the orders will take effect the next business day. On trading days, 5:00pm-6:00pm, no orders will be accepted due to system maintenance.

 No.  

As Rakuten Trade business is an all-in-one seamless and automated platform, you are responsible for executing your own investment and trading ideas end-to-end.

You can amend your unmatched order at “Order Status”.  Select the order you wish to amend /or cancel and execute as per instructions.

Under the order status section, it will be shown under "Status" column.

A gentle reminder that there will always be risk involved when it comes to trading securities whether it’s due to internal or external forces. We aren't saying that it’s not entirely our fault but sometimes things happen beyond our control (Eg: Bursa breakdown, disruption from our service provider, etc). Hence it is important that you understand the terms and conditions that was put forth at the time of account opening.

Having said that, you can always still send us an email at customerservice@rakutentrade.my if you would like us to investigate further within 48 hours of the occurence. Please include your account details, the unauthorized transaction details, and a screenshot if relevant.

The minimum number of shares that you can place is 1 share (for Odd lot) and a minimum of 100 shares (for board lot), whereas the maximum number of shares that you can place in a normal board lot order is 5,000 (500,000 shares).

Yes.  

No.

No as they are not facilitated by Rakuten Trade.

5 Market depth displays 5 levels of current best bids and asks price of a particular stock. You can view 3 levels of market depth at no cost on Rakuten Trade’s website. 

Terms and Conditions Apply

Yes. You can.

For new account activated, you will get access to Bursa Malaysia's five market depth services FREE for the first 3 months post account activation

After that, if you trade within the free subscription period (3 months), we will extend the service for free for an additional month (30 calendar days). It will start 1 calendar day after the Transaction Date*. 

If you trade at any time after the free subscription period, you will receive the 1 month free subscription a day after the transaction date. 

You may also subscribe for the service at RM2.00 for 30 calendar days. It will be effective from/on the date you purchased it. 

Notes: Transaction Date* is the date you purchased/sold the shares.

There are 2 types of orders, Day Orders and Good till Date (GTD) Orders. All day orders submitted are only valid for the trading day. GTD orders will be carried forward continuously each trading day until the expiry date selected upon order execution of orders are unfilled / unmatched. The GTD order is valid up to 30 calendar days only.

Yes, you can create up to 10 sub-folders consist of 100 stocks in each folder. A total of 1,000 stocks.

No. Trading on behalf is prohibited.

Currently, Rakuten Trade online trading access is offered at no cost. However, the standard brokerage fee (plus 6% ST) will be imposed and we reserve the right to impose any charges with prior notice.

A market order is an order to buy or sell a stock at the current market price. The advantage of a market order is that it is almost always guaranteed that the order will be executed (as long as there are willing buyers and sellers).

Rakuten Trade’s Market Buy Order requires more trading limit. This is to ensure the immediate execution of Market Buy Order to match to the best available seller price(s) in the market depth.

Therefore, the required trading limit for Market Buy Order will be calculated 30% higher for shares with current market price / last done price trading at RM1.00 and above.

The required trading limit for Market Buy Order will be calculated RM0.30 higher for shares with current market price / last done price trading below RM1.00

The following is the mechanism of Rakuten Trade Market Buy Order:

* Price band percentages will be 30% above the current market price, as such customer trading limit should have a minimum of RM138.50 in order to purchase 1 board lot or 100 units of shares.

Sophisticated Investors are defined as follow: -

Entities

- a company that is registered as a trust company under the Trust Companies Act 1949 which has assets exceeding RM10,000,000 under management; or

- a corporation that is a public company under the Malaysia Companies Act 2016 which is approved by the Securities Commission Malaysia to be a trustee under the Capital Markets and Services Act 2007 and has assets exceeding RM10,000,000 under management.

- a corporation with total net assets exceeding RM10,000,000 or equivalent in foreign currencies based on last audited accounts; or

- a partnership with total net assets exceeding RM10,000,000 or its equivalent in foreign currencies.

Individual

- an individual whose total net personal assets exceeds RM3,000,000 or equivalent in foreign currencies, excluding the value of the individual’s primary residence; 

- an individual who has a gross annual income exceeding RM300,000 or equivalent in foreign currencies in the preceding twelve months; or

- an individual who, jointly with his or her spouse, has a gross annual income exceeding RM400,000 or equivalent in foreign currencies in the preceding twelve months.

No, trading on LEAP market are not facilitated by Rakuten Trade.

To view or download your daily trade statement on the member screen:

Go to “MY ACCOUNT”
Click on “MY STATEMENT”
Under the “Cash Upfront” tab, select “Daily Trade Statement” for Document Type and click the “show” button
Finally, select “view” or “download” statement.

The daily statement is available from the member’s page within 1 month backdate period.

No. Trading on MyETF-US50 is currently not facilitated by Rakuten Trade as we do not provide trading for non-RM stocks.

Ringgit Malaysia only.

Your trading limit is dependent on available cash in your Cash Upfront Account. To increase your limit, please deposit funds accordingly. 

You can check via your online account dashboard under “My Account”.

We ensure a secured environment for data transmission with an adoption of proven security technologies such as User ID & Password protection and Trading Pin (T-PIN) validation. We advise, though, all our customers to change their passwords regularly.

It will be reflected at the end of day post settlement clearance.

• New: New Order submitted by the customer pending submission to Order Management System (OMS)
• Sent: Order has been sent to BURSA by Rakuten Trade order routing system and is pending BURSA acknowledgement.
• Acknowledged: Order received, has been acknowledged by BURSA and is queuing for matching
• Matched: Order fully matched
• Partial Matched: Order partially matched
• Partial Cancelled: Order partially matched. Balance that is unmatched has been successfully replaced or cancelled by the Customer/ cancelled by BURSA
• Rejected: Order has been rejected by BURSA
• New AMO: After Market Order. Order has been submitted after 5:00pm/ before 8:30am/ on a public holiday.
• SBO: Session break order
• Pending replace: order has been amended and will be changed soon

Board lots are more than 100 shares. Odd lots are 99 and below. 

• A market order is an order to buy or sell a share immediately. It ensures that the order will be executed but does not guarantee the price. 
• A limit order is an order to buy or sell a share at a specific price or better. A BUY order will be executed at the limit price or lower  (better price) while the sell order will be executed at the limit price or higher (better price)

 No, we only accept cash and/or shares as collateral.

In addition to the Static Price Limits (30%), the Exchange has additional measure to prevent sudden fluctuation in price movement due to trade aberration. This security measure, known as Dynamic Price Limits or Dynamic Limits will apply to all securities except new listings.

Dynamic Price Limits applies only to normal market orders. If you want to place order, you only allowed to key in 8% upper or lower than the last done price.

The average acquisition price displayed on the online portfolio is only an indicative information. We calculate the average acquisition price or indicative price based on cost basis with the available information presented to Rakuten Trade. In the event of shares consolidation/capital reduction (Bursa only), inward and outward shares transfer or any movement to the online portfolio, it will affect the result of average acquisition price at the online portfolio. Rakuten Trade strongly advise you to maintain your own Securities transactions records at all times.

Yes, you may. Please send us your request via email to customerservice@rakutentrade.my We will advise you and amend your average acuqisition price of your online portfolio accordingly with your consent.

You can contact our Customer Service at 1-800-88-6001 (Local) / +603 2110 7110 (Overseas) or email us at customerservice@rakutentrade.my.

A type of order to buy or sell a security at a specified price. The matching will be based on Limit Price set by you or better.

Effective 1st January 2018 to 31st December 2020, all contract notes executed for the sale and purchase transactions of Structured Warrant (SW) or Exchange-Traded-Funds (ETF) approved by the Securities Commission Malaysia (SC) under the Capital Markets and Services Act 2007 (CMSA) in Bursa Malaysia Securities Berhad will be exempted from stamp duty (“Exemption”) in line with the Federal Budget 2018.

Sample Calculation

Note:The stamp duty is RM1.00 for every RM1000.00 (or fractional part) of the transaction value of securities (payable by both buyer and seller). The stamp duty shall be remitted to the maximum of RM 200.

For further clarification, please contact our customer service at toll-free 1-800-88-6001. We thank you for your continued support.

If the structured warrant expired in the money, advise on final settlement will be available in announcement at Bursa website. After our custodian received such payments it will take another 3-5 trading days to credit into your trading account. You may view the status at “My Account”, “Transaction History”, and “Cash” section.

It depends on the company announcement on the level of acceptances of the Offer and settlement advise in the Offer Documents. After our custodian received such payments it will take another 3-5 trading days to credit into your trading account. You may view the status at “My Account”, “Transaction History”, and “Cash” section.

A Corporate Action is an activity initiated by a company, which affects the nature and/or quantity of stocks that you hold in the company.  Some actions may require a response from you while others may not. It is important that you understand how a particular Corporate Action may affect your holding(s).

There are numerous types of Corporate Actions. The main ones include:

·         Dividends

·         Takeovers

·         Rights Issues

·         Bonus Issues

·         Conversion

·         Warrants

·         AGM/EGM Meeting

Click here to find out more about Corporate Action.

No. Rakuten Trade will handle the processing of corporate actions once we receive the instruction(s) and payment from you.

Rakuten Trade's Deadline is always ahead of Registar's deadline. It is a bit longer compared to direct accounts as it includes not only our processing time but also the time taken by the registrar to process your application.

Yes.

 You may request for a copy by emailing customerservice@rakutentrade.my .

The new shares/cash offered will be credited into your account once we have received instruction from the registrar as defined in the offer letter.

Once the deadline for Rakuten Trade has passed, Rakuten Trade is unable to process the related Corporate Action Activity on behalf of you.

No.

Yes, if you are the shareholder of the company. To attend AGM/EGM, please ensure the shares are sighted in your CDS account beforehand. Then, email your request to our Customer Service at least 10 working days before the AGM/EGM date. Please contact us at customerservice@rakutentrade.my for more information.

No request of proxy form will be entertained thereafter. 

We strongly advise clients to confirm the attendance with the Registrar upon receiving the confirmation to attend an AGM from Rakuten Trade. Please contact Rakuten Trade at least seven (7) working days before the AGM date if you notice that your name and/or your proxy’s name(s) has not been updated in the Registrar’s AGM attendance list.

 No as your account with Rakuten Trade is a Nominees Account.

Shareholders can only utilize available cash balance in RakuMargin Account to act/subscribe for corporate action. Payment for this subscription of corporate action is subjected to the approval of Kenanga Investment Bank Berhad to ensure the margin ratio does not go below 180% (Required Maintenance Ratio)

You may go to the company website or Bursa website to download the annual report.

Note: Exclude all out of pocket expenses / charges / fees and other miscellaneous charges levied / charged by authorities, regulators, registrars, banks, service providers and custodian agents.

Do note that you cannot apply for an IPO and you will not receive annual reports/ dividend vouchers directly from the Registrar (you need to request manually from us via email).

Corporate Actions will be handled by Rakuten Trade based on your instruction (via online subscriptions or email). 

Dividend(s) will be credited into your respective account in five (5) working days.

Corporate Actions will be handled by Rakuten Trade based on your instruction (via online subscriptions or email). 

Rakuten Trade's deadline area always ahead of the Registar's deadline a it will take a bit longer compared to direct accounts as it includes not only our processing time but also the time taken by the registrar to process your application.

To opt in please do so via online via My Account > Corporate Action Subscription or by emailing us at customerservice@rakutentrade.my

Please note that RT accounts are unable to apply for an IPO and you will not receive annual reports/ dividend vouchers directly from the Registrar. You will need to request manually from us via email. 

As the bonus issue is like dividend, no action is required from you. 

It refers to a Rights conversion, a corporate action subscription. To opt in please do so via online via My Account > Corporate Action Subscription or by emailing us at customerservice@rakutentrade.my

The bonus share will be credited into your trading account before market opens on the listing date stated on Bursa Malaysia.

Redemption Request (Two types; Redemption near to maturity & Early Redemption)

Generally, our financier Kenanga Investment Bank Berhad does not take in the request to process the corporate action for Non-Marginable stock. Therefore, it is not advisable to do so.

Reminder:
Rakuten Trade shall not be responsible for any claims/losses incurred if the client:
-Fails to notify or give instructions to Rakuten Trade
-Or fails to submit application before Rakuten Trade Deadline

No cancellation is allowed for RakuMargin. We shall not be responsible for any losses arising from your decision made for the corporate action subscription. We shall deem that your Corporate Action subscription is final and no claim will be entertained thereafter.

The net dividends payments will be credited into your trading account once we have received the payments from our custodian. It may take around 3-5 trading days from the payment date (excluding weekends & public holidays) for the processing. You may view the status at “My Account”, “My Statement”.

 eDividend is a service which allows an issuer to electronically pay your cash dividend entitlements directly into your bank account instead of making a payment via bank cheque. We will manage the dividend payments directly into your Cash Upfront Account so you do not need to register for it.

 The dividends will be credited into your Rakuten Trade Cash Upfront Account.

We have an "Earning Dividends" webpage that is regularly updated with the latest dividend issuances as well as additional information around dividends that might be of interest.

You will receive an email notification once your dividend payments are transferred into your Cash Upfont and/or Contra and/or RakuMargin account. The dividends will be reflected in your transaction history screen under “Dividend”.

 Yes.

You may view or download your "Dividend Tax Voucher" from our web trading platform.

Go to “MY ACCOUNT”

Click on “MY STATEMENT”

Select “Dividend tax voucher” at Document Type and click the “Show” button.

Finally, select “view” or “download” statement.

There is no minimum amount.

No. You get a facility limit of RM100,000. Your trading limit will depend on the cash and shares pledged as collateral subjected to margin ratio

Facility limit means the amount that we are prepared to lend you when you trade via your RakuMargin account.

RM100,000.

RM20,000.

Generally, your trading limit is determined based on the pledged cash and shares. They will each be assigned a multiplier.

For example,

• RM10,000 (Cash deposit) : Trading limit of RM22,500 (x2.25 cash)
• RM10,000 (shares) : Trading limit of RM12,500 (x1.25 pledged shares)

Note: Example above is based assumption you do not have outstanding balance in RakuMargin account.

If you have outstanding balance in your RakuMargin account, the formula is as follows. Either option A or B can be adopted. Whichever is lower will be adopted as the margin trading limit.

Option A: (Share Collateral Value + Cash) – Gross Outstanding x MOF

                  __________________________________________________________________

                                                     (MOF –100%)

Option B: Margin Facility Limit – Gross Outstanding Balance

Yes by submitting your request together with supporting materials via the trading platform. Request is subjected to Kenanga Investmen Bank Berhad’s (our financier) approval.

 Supporting documents:

1. Income Evidence (EPF statement, BE Form, Salary Slips)
2. Proposal for pledged cash
3. Proposal for pledged shares

We will send you an email and ask for a digital sign off on the supplementary Letter of Offer which is available on the “Agreement” in the member webpage.

You can trade shares that are tagged “marginable shares” only while shares marked  non-marginable shares can only be sold via our platform.

The list of marginable shares will be revised by from time to time at Kenanga Investment Bank Berhad’s discretion. [STOCK INFO >> MARGINABLE STOCKS or NON-MARGINABLE STOCKS].

Collaterals are cash and marginable shares that are pledged to obtain a trading limit.

Generally, cash and shares quoted on the Bursa are accepted as the collateral securities for RakuMargin account. For more information, list of marginable stocks and non-marginable stocks will be available at STOCK INFO page or STOCK INFO >> MARGINABLE STOCKS or NON-MARGINABLE STOCKS.

Client is not allowed to trade on GOLDETF (0828EA) on RakuMargin Account

No. You are not allowed to buy Rights Shares via RakuMargin Account. You can sell the entitlement shares (Rights Shares)

No. If you wish to settle your outstanding purchases, you’re required to submit settlement instruction(s) via the trading platform.

Please login and select “MY ACCOUNT” >> “Margin” >> “Outstanding” and key in the amount that you wish to settle in “Amount for settlement”.

All marginable shares collateral value will be valued at either the ceiling price or percentage haircut on the last done price of the preceding market day.

Rakuten Trade and Kenanga Investment Bank Berhad will take whichever collateral value is lower in determining the margin ratio.

• ACE Market: valued not more than 50% of the last done price on the preceding market day
• Main Market: valued at a ceiling price determined by Kenanga Investment Bank Berhad or the last done price on the preceding market day, whichever is lower. The ceiling price valuation excludes FBM KLCI counters
• Warrants and Loan Stock Market: valued at a ceiling price determined by Kenanga Investment Bank Berhad or the last done price on the preceding market day, whichever is lower. The ceiling price valuation excludes warrants and loan stocks related to the mother share of FBM KLCI counters.
• Suspended Counters: Counters that are suspended from trading after 1 market day will have a 50% haircut imposed. Counters that are suspended for more than 3 market days will have a 100% haircut.

Also known as an equity ratio, it is the total collateral value divided by the gross outstanding balance in your RakuMargin account.

For example,

RM18,000 (Collateral value)                        =             Margin ratio is 180%

RM10,000 (Gross outstanding)

It affects the status of your RakuMargin account in the event of the following scenarios.

- Should the margin ratio fall below 180%, the following condition will apply:

• Buy limit zero (0),
• Cash withdrawal limit zero (0)
• Share transfer limit zero (0)

At the end of the trading day, the system will auto offset the other outstanding debit items and the remaining cash balance will be utilized to cover the outstanding purchases to rectify margin position as high as 180% ratio (Required Maintenance Ratio)

- Should the margin ratio fall below 150%, a margin call email and web notification will be sent to you and you have three (3) market days to pledge additional cash or/and acceptable shares to bring the margin ratio above the 150% ratio (Required Equity Ratio).

• Failure to pledge sufficient funds / shares will result in force-selling of shares in your RakuMargin account on the 4th market day.

• Your RakuMargin account will also be suspended from buying any further securities

- If the margin ratio falls below the Force Sell Ratio (140%), a force sell email notification and web notification will be sent to inform you that the RakuMargin account financier, Kenanga Investment Bank Berhad shall have the absolute discretion to, and without notice to the client, liquidate the available shares and/or such other collateral provided by the client, to bring the margin ratio up to 150% (Required Equity Ratio)

Yes.

Yes.

Scenario A

• Monday after trading hour: Margin ratio drops below 150%. Margin call triggered

>             System auto sends margin call email to you

• Thursday: Last day of margin call
• Friday: Force sell of the collaterals

Scenario B

• Monday after trading hour: Margin ratio is less than 150%. Margin call triggered.

    >              System auto sends margin call email/notifications to you.

• Tuesday: You rectify your margin ratio and at the end of the trading day and your margin ratio is above 150%. The margin call will deactivate.

Scenario C

• Monday after trading hour: Margin ratio is less than 150%. Margin call triggered.

                >             System auto sends margin call email to you

• Wednesday: Margin ratio is rectified by bringing margin ratio greater than 150% during trading hours. However, at the end of trading day margin ratio is lesser than 150%. It is still considered as second trading day margin call.

• Thursday: Last day of margin call
• Friday: Force sell of the collaterals

Scenario D

• Monday after trading hour: Margin ratio drops below 140%

        >             System auto sends margin call email to you

• Tuesday: Force sell of the collaterals

Yes, please deposit with sighted cash or sighted shares into your RakuMargin account. Alternatively, you can sell the financed shares.

Margin call & failure to respond to margin call
Please perform fund online deposit transfer into your RakuMargin account to rectify your margin shortfall latest by the 3rd business day (T+3) at 5:00pm, from the date of margin call letter issued to you. ok

Failure to maintain the required collateral will trigger forceselling of share(s) on the next business day (T+4). We shall not be responsible for any losses incurred arising from the forceselling of share(s) if you fail to perform online fund deposit by the required timeframe. Please contact Rakuten Trade’s Customer Service team if you have further clarification.

ForceSell ratio triggered & failure to rectify position above 150%
Please perform fund online deposit transfer into your RakuMargin account to rectify your margin shortfall according to force sell letter issued to you.

Failure to rectify position above 150% (Required Equity Ratio) will trigger forceselling of share(s) on next business day. We shall not be responsible for any losses incurred arising from the forceselling of share(s) if you fail to perform online fund deposit by the required timeframe. Please contact Rakuten Trade’s Customer Service team if you have further clarification.

Just write us a proposal to settle outstanding balance. Our financier Kenanga Investment Bank Berhad will review it and upon approval subject to terms and conditions agreed both of you.

You may get Daily Margin Statement at member’s web page via MY ACCOUNT >> RakuMargin >> MY STATEMENT >> DAILY MARGIN STATEMENT.

Mother warrant shares is normally issued by the listed company with the help of investment bank as the underwriter, and structured warrant is issued by the market maker who normally are the investment bankers.

Mother share warrant prospectus and structured warrants shares prospectus often varied from each other.
The prospectus of the mother share warrant and structured warrant are available on the Bursa Malaysia website under company annoucement.

Yes if they are company warrants. Structured warrants can't be converted on our platform. 

Sorry no. Its a cash settlement option only. 

Trading on the equity market has never been more rewarding. For the first time in Malaysia, Rakuten Trade has brought 2 affiliate partners together under 1 rewards eco system to offer you more to complement your lifestyle needs.

The Rakuten Trade Loyalty program is FREE and is where members earn points from trading activities, introducing members by referral link / code, share transfer, and / or by participating in our marketing campaigns.

Members can then convert these earned Rakuten Trade (RT) Points into AirAsia BIG and/or BonusLink Points. Earning points is automatic for all Rakuten Trade clients.

Rakuten Trade Points or RT Points are what you earn when you trade or execute any trading exercise via our platform and / or by participating in any of our marketing campaign(s). Check out our Marketplace on our website or via our iSPEED.my app for more information!

You automatically start earning points when you successfully open an account with us. Start earning Rakuten Trade (RT) points through some of the examples below:
a) Cash Deposit & Get Rewarded = 150 RT Points
b) Share Transfer In = 150 RT Points / Share
c) Trade Brokerage = 1RT Points / RM2 Brokerage
d) Friends Referral = 500 RT Points / Referral

Please refer to RT Rewards Eco System for more info.

Yes, we do and it’s called The RakuFriends Program.

You can invite your friends to join Rakuten Trade via email or by sharing via your social media network. All you need to do is share the referral link / code which can be found on your dashboard via Whatsapp, Facebook, tweet, etc! When your friends use the unique referral link / code in their account opening form (page 1) and you both will receive 500 RT Points upon account activation.

Rakuten Trade (RT) Points have a validity of 3 years. You will be updated on your points prior to their expiration.

Conversion is simple and can be made completely online. Redemption can be done so long as you have Rakuten Trade (RT) Points to be converted.

All you need to do is register your membership information of the respective loyalty partners on your Rakuten Trade Point page.

• Step 1: Click RT Points on your dashboard to identify the total RT points you have earned

• Step 2: Click Redeem Now

• Step 3: Insert number of RT Points you would like to convert based on the affiliate brand. i.e: 500 AirAsia BIG and 500 BonusLink Points

Rewards partner membership information required: 

• AirAsia BIG: BIG ID (10 digits)

• BonusLink: BonusLink Membership (16 digits)

1 Rakuten Trade Point = 1 partner’s rewards point.

You may redeem your Rakuten Trade Points anytime so long as you have earned at least 1 RT point. However, while your converted points will be immediately deducted from your Rakuten Trade account, there may be a delay in seeing the converted RT Points in your respective loyalty account as timing is dependent on the receiving rewards standard operating process. Please check your available balance on the respective rewards brand website / app.

Yes, you can transfer /or redeem your points to multiple partners subject to your available balance.

As long as you have an earned 1 Rakuten Trade (RT) Point, you can convert it. 

Rakuten Trade client will automatically earn RT Points whenever they trade via our web or mobile platform. Your RT Points will be reflected in your account before next trading day.

*6% ST will be imposed on brokerage fees

Yes, you will earn 1 RT Point for RM2 brokerage.

Your RT Points will be reflected in your account before next trading day.

You can view your RT Points by logging on online and clicking RT Points on your dashboard.

You can contact our Customer Service at +603 2110 7110 or email us at customerservice@rakutentrade.my.

Yes you can earn up to 1,100 RT Points + brokerage rebate upon your first trade with us provided it is made within 10 business days of activating your account. TnC applies.

Eligible participant who successfully match their first trade during the campaign period and within 10 business days post account activation will be auto-enrolled in this promotion.

Regardless of citizenship, if you have resided in Malaysia for more than 182 days (or accumulated) in a basis period for a year of assessment, you are considered a Malaysia Tax Resident.

If you have resided in Malaysia for more than 182 days in a basis period for a year of assessment, you are considered a Malaysia Tax Resident. Subsequently, if you move to Singapore, you may also be considered a Non-Malaysia Tax Resident. There could be cases whereby you are a US citizen and not born in Malaysia but residing in Malaysia. In such a case as well, you would be considered a Malaysia and Non-Malaysia Tax Resident. 

Generally, when you do not reside in Malaysia for more than 182 days in a basis year of assessment. You may then be considered a Non-Malaysia Tax Resident.

Generally, you are a Malaysia Tax Resident if you have resided in Malaysia for more than 182 days in a basis year of assessment. 

Generally, you are a Malaysia Tax Resident as long as you have resided in Malaysia for more than 182 days in a basis year of assessment.

Further information can be obtained about the CRS at the OECB website or the IRBM website.

http://www.oecd.org/tax/automatic-exchange/common-reporting-standard/

http://www.hasil.gov.my/bt_goindex.php?bt_kump=6&bt_skum=2&bt_posi=1&bt_unit=2&bt_sequ=1&bt_lgv=2

Malaysia tax resident?

For definition of Malaysia Tax Resident (individual and Entity), please refer to the following link:

http://www.hasil.gov.my/bt_goindex.php?bt_kump=5&bt_skum=5&bt_posi=3&bt_unit=1&bt_sequ=2

Taxpayer Identification Number (TIN)?

The term TIN means Taxpayer Identification Number or a functional equivalent in the absence of a TIN. A TIN is a unique combination of letters or numbers assigned by a jurisdiction to an entity and used to identify the entity for the purpose of administering the tax laws of such jurisdiction. For e.g. in Malaysia, the TIN will be the identification number issued by the Inland Revenue Board of Malaysia to entities.

Financial Institution?

The term "Financial Institution" means a Custodial Institution, a Depository Institution, an Investment Entity, or a Specified Insurance Company.

Depository Institution?

The term "Depository Institution" means any Entity that accepts deposits in the ordinary course of a banking or similar business.

Custodial Institution?

The term Custodial Institution means any Entity that holds, as a substantial portion of its business, Financial Assets for the account of others. An Entity holds Financial Assets for the account of others as a substantial portion of its business if the Entity's gross income attributable to the holding of Financial Assets and related financial services equals or exceeds 20% of the Entity's gross income during the shorter of: (i) the three-year period that ends on 31 December (or the final day of a non-calendar year accounting period) prior to the year in which the determination is being made; or (ii) the period during which the Entity has been in existence.

Investment Entity?

The term "Investment Entity" means any Entity:

a) that primarily conducts as a business one or more of the following activities or operations for or on behalf of a customer:

i) trading in money market instruments (cheques, bills, certificates of deposit, derivatives, etc.); foreign exchange; exchange, interest rate and index instruments; transferable securities; or commodity futures trading;

ii) individual and collective portfolio management; or

iii) otherwise investing, administering, or managing Financial Assets or money on behalf of other persons;

(An investment manager/investment advisor falls under the definition of Investment Entity)

b) the gross income of which is primarily attributable to investing, reinvesting, or trading in Financial Assets, if the Entity is managed by another Entity that is a Depository Institution, a Custodial Institution, a Specified Insurance Company, or an Investment Entity described in (a) above.

An entity is "managed by" another entity if the managing entity performs, either directly or indirectly or through another service provider on behalf of the managed entity, any of the activities or operations described in (a) above.

An entity only manages another entity if it has discretionary authority to manage the other entity's assets (either whole or in part). Where an entity is managed by a mix of Financial Institutions, NFEs or individuals, the entity is considered to be managed by another entity that is a Depository Institution, a Custodial Institution, a Specified Insurance Company, or the Other Investment Entity as described in (a) above, if any of the Managing Entities is such an entities.

Passive NFE?

The term "NFE" means any Entity that is not a Financial Institution. The term "Passive NFE" means any: (i) NFE that is not an Active NFE; or (ii) an Investment Entity that is not a Participating Jurisdiction Financial Institution (as described above).

 Controlling Persons?

Controlling Persons are the natural person(s) who ultimately has a controlling ownership interest (25%) in the entity. Where no natural person(s) exercises control through ownership interests, the Controlling Person(s) of the entity will be the natural person(s) who exercises control of the entity through other means. Where no natural person(s) is/are identified as exercising control of the entity through ownership interests, then under the CRS, the Reportable Persons is deemed to be the natural person(s) who hold the position of senior managing official.

 Source of information:

http://www.oecd.org/tax/automatic-exchange/common-reporting-standard/CRS-related-FAQs.pdf

SIDREC was established by Securities Commission Malaysia (SC) as an independent, impartial and affordable dispute resolution avenue with capital market expertise, for investors who are unable to resolve their monetary dispute with a SIDREC member. Their services are free for investors with claims not exceeding RM250,000.

SIDREC ditubuhkan oleh Suruhanjaya Sekuriti Malaysia (SC) sebagai saluran bebas, berkecuali dan berkadar –mampu untuk pelabur yang tidak dapat menyelesaikan pertikaian kewangan mereka dengan Ahli SIDREC. Khidmatnya adalah percuma kepada pelabur yang mempunyai tuntutan tidak melebihi RM250,000.

You can call, email, fax or write to SIDREC, submit an online application, or visit them at their office.

Securities Industry Dispute Resolution Center (909583-H)

T: +603-2282 2280        E: info@sidrec.com.my

F: +603-2282 3855        W: https://sidrec.com.my/dispute-resolution/

Anda boleh menelefon, faks, e-mel atau menulis kepada SIDREC, membuat permohonan dalam talian, atau datang berjumpa wakil di pejabat.

Securities Industry Dispute Resolution Center (909583-H)

T: +603-2282 2280        E: info@sidrec.com.my

F: +603-2282 3855        W: https://sidrec.com.my/dispute-resolution/

·         SIDREC looks at monetary disputes related to capital market products and service involving regulated activities of dealing in securities, derivatives, unit trusts and Private Retirement Schemes (PRS), and fund management. If your complaint involves a capital market product or service provided by a SIDREC Member, their representative or agent, SIDREC will be able to help you.

·         SIDREC mengendalikan pertikaian kewangan yang berkaitan produk dan khidmat pasaran modal yang melibatkan aktiviti terkawal dalam urus niaga sekuriti, derivatif, unit amanah dan Skim Persaraan Swasta (PRS) dan pengurusan dana. Sekiranya aduan anda melibatkan produk atau khidmat pasaran modal yang ditawarkan oleh Ahli SIDREC, wakil atau ejen mereka, SIDREC boleh membantu anda.

·         SIDREC Members comprise companies, which are registered persons, or are licensed by the SC to deal in securities, derivatives, PRS, and/or undertake fund management. These include banks, stockbroking companies, futures broking companies, unit trust management companies, fund management companies, PRS providers and distributors, and financial planners who are corporate unit trust/PRS advisers. Please refer to www.sidrec.com.my for a complete list of Members.

·         Ahli SIDREC merangkumi syarikat yang dilesenkan atau didaftar oleh SC untuk berniaga dalam sekuriti, derivatif, PRS, dan/atau mengendalikan pengurusan dana. Mereka termasuklah bank, syarikat broker saham, syarikat broker niaga hadapan, syarikat pengurusan unit amanah, syarikat pengurusan dana, penyedia dan pengedar PRS, dan perancang kewangan yang merupakan penasihat unit amanah/PRS korporat. Sila rujuk kepada laman web www.sidrec.com.my untuk senarai penuh Ahli.

·         Capital market products that come under SIDREC’s purview include securities (e.g. shares, warrants, bonds, structured products such as structured warrants etc.), derivatives (e.g. futures or options), unit trusts and PRS. Capital markets services include any service that involves a capital market product. This would include all aspects of helping you invest in shares, unit trusts or any other securities, derivatives or PRS. If you are unsure whether your claim/complaint is within SIDREC’s purview, please contact SIDREC at

·         T: +603-2282 2280  E: info@sidrec.com.my

·         F: +603-2282 3855  W: www.sidrec.com.my

·         Produk pasaran modal di bawah bidang kuasa SIDREC termasuklah sekuriti (cth: saham, waran, bon, produk berstruktur seperti waran berstruktur dll), derivative (cth: niaga hadapan atau opsyen), unit amanah dan PRS. Khidmat pasaran modal merangkumi sebarang perkhidmatan yang melibatkan produk pasaran modal. Ini termasuklah semua aspek yang memudahkan anda melabur dalam saham, unit amanah atau lain-lain pelaburan sekuriti, derivatif atau PRS. Sekiranya anda kurang pasti sama ada tuntutan/aduan anda berada di bawah bidang kuasa SIDREC, sila hubungi SIDREC.

 ·         T: +603-2282 2280  E: info@sidrec.com.my

 ·         F: +603-2282 3855  W: www.sidrec.com.my

·         There are a few categories of complaints/disputes from investors which SIDREC can’t help with. They include those involving a Member against which a winding up order has been made, or where the Member has been  declared to be financially insolvent by a court of law, or has been the subject of a declaration of an event of default pursuant to the Rules of the Capital Market Compensation Fund Corporation; arising from commercial decisions, e.g. product pricing, fees & charges or rejection of credit/margin applications; concerning the performance of a product or investment (except in relation to alleged non-disclosure/misrepresentation by the Member on such product or investment); which have been referred by the Claimant or the Member to a court or arbitration and the case has been decided in the court or arbitration; or is pending in the court or arbitration unless the matter is stayed for the purposes of referral of the dispute to SIDREC; involving matters under investigation by the SC or any other Government enforcement authority where the SC has issued a direction to SIDREC not to proceed with the Dispute Resolution Process; and which have been time barred in accordance with the Limitation Act 1953, Limitation Ordinance (Sabah) (Cap.72) and Limitation Ordinance (Sarawak) (Cap.49) [“the relevant limitation laws”]

·         Terdapat beberapa kategori aduan/pertikaian daripada pelabur yang tidak dapat dibantu oleh SIDREC. Ia termasuk yang melibatkan Ahli di mana perintah penggulungan telah dikeluarkan, atau di mana Ahli telah diisytiharkan tidak solven oleh mahkamah, atau menjadi subjek pengisytiharaan tentang sesuatu peristiwa yang selaras dengan Peraturan Capital Market Compensation Fund Corporation; timbul akibat aktiviti komersial, cth: penetapan harga produk, yuran & caj atau penolakan permohonan kredit/margin; melibatkan prestasi produk atau pelaburan (kecuali yang berhubung dengan sebarang dakwaan bahawa Ahli SIDREC tidak membuat pendedahan atau dakwaan salah nyata oleh Ahli tentang sesuatu produk atau pelaburan); yang telah dirujuk oleh pihak Pihak Penuntut atau Ahli kepada mahkamah atau penimbangtaraan dan kes tersebut telah mendapat keputusan mahkamah atau penimbangtaraan; atau tertangguh di mahkamah atau penimbangtaraan kecuali jika perkara tersebut digantung bagi tujuan merujuk pertikaian tersebut kepada SIDREC; melibatkan perkara di bawah siasatan SC atau lain-lain badan penguatkuasa Kerajaan di mana SC telah mengeluarkan arahan kepada SIDREC untuk menghentikan Proses Penyelesaian Pertikaian; dan telah disekat akibat had masa berdasarkan Akta Had Masa 1953, Ordinan Had Masa (Sabah) (Bab 72) dan Ordinan Had Masa (Sarawak) (Bab 49) [undang-undang had masa berkenaan] ketika ia diserahkan kepada SIDREC untuk penyelesaian.

· SIDREC's service is free for investors for disputes involving claims not exceeding RM250,000.

· Khidmat SIDREC adalah percuma bagi pelabur yang mempunyai tuntutan pertikaian tidah melebihi RM250,000.

·         Yes, the maximum claim limit and amount that may be awarded by SIDREC in an adjudication of a claim is RM250,000 excluding fair interest. However, SIDREC is able to accept claims exceeding RM250,000, if both the Claimant and SIDREC Member would like their help.

·         Ya, tuntutan maksimum dan jumlah boleh diberikan oleh SIDREC dalam pengadilan untuk satu tuntutan ialah RM250,000 tidak termasuk faedah. Walau bagaimanapun, SIDREC masih boleh menerima tuntutan melebihi RM250,000, sekiranya Pihak Penuntut dan Ahli SIDREC meminta bantuan SIDREC. 

·         SIDREC aims to resolve all claims within 90 working days from receiving complete documentation. However, this time frame may be extended at SIDREC’s discretion depending on the complexity of the disputes, the level of cooperation extended by the parties, any logistical impediments involving any of the parties etc. 

·         SIDREC bertekad menyelesaikan semua tuntutan dalam masa 90 hari bekerja dari tarikh penerimaan kesemua dokumen berkaitan. Walau bagaimanapun, tempoh masa ini boleh dilanjutkan atas budi bicara SIDREC bergantung kepada kerumitan pertikaian tersebut, tahap kerjasama yang diberikan oleh pihak-pihak terlibat, sebarang halangan logistik melibatkan pihak yang terbabit dll.

·         Yes, SIDREC will accept claims from any person regardless of your nationality or where you live, so long as your complaint or claim is in relation to a capital market product or service provided to you by a SIDREC Member.

·         Ya, SIDREC menerima tuntutan daripada semua tanpa mengambil kira kerakyatan atau di mana anda menetap, asalkan aduan atau tuntutan anda ada kaitan dengan produk atau khidmat pasaran yang ditawarkan oleh Ahli SIDREC.

·         You must submit your claim within the 6-year limitation period imposed by the relevant limitation law; and where you have received a final reply to your complaint from a SIDREC Member, you have 180 days from that date to submit your claim. If you are not sure whether your claim is within the prescribed time frame, please contact SIDREC for guidance.

·         T: +603-2282 2280        E: info@sidrec.com.my

·         F: +603-2282 3855        W: www.sidrec.com.my

·         Anda mesti menghantar tuntutan anda dalam tempoh had masa 6 tahun yang dikenakan oleh undang-undang had masa berkenaan untuk tuntutan sivil; dan jika anda telah menerima maklum balas terakhir berkenaan aduan anda daripada Ahli SIDREC, anda mempunyai 180 hari dari tarikh tersebut untuk mengemukakan tuntutan. Sekiranya anda tidak pasti sama ada tuntutan anda masih berada dalam tempoh masa yang dibenarkan, sila hubungi SIDREC untuk panduan.

·         T: +603-2282 2280        E: info@sidrec.com.my

·         F: +603-2282 3855        W: www.sidrec.com.my

·         Upon receipt of a claim/complaint, SIDREC will first assess its eligibility, followed by an assessment on the merit of the claim.  During the merit assessment, SIDREC may dismiss your claim/complaint if, for example, it is found to be clearly unsustainable against the Member concerned, or if the claim is frivolous and vexatious. If your claim passes the initial assessment, the matter proceeds to mediation, where SIDREC’s mediator will try to help parties reach a resolution to the dispute. If parties fail to reach an agreement through mediation, the matter will then proceed to adjudication, during which SIDREC’s adjudicator will conduct a hearing of the matter and issue a decision.

·         Selepas menerima tuntutan/aduan, SIDREC akan bermula dengan menilai kelayakan tuntutan, diikuti dengan penilaian terhadap merit tuntutan tersebut. Semasa penilaian merit, SIDREC mungkin menolak tuntutan/aduan anda sekiranya, sebagai contoh, ia tidak mempunyai asas yang kukuh atau jika tuntutan tersebut sekadar main-main atau untuk tujuan menyusahkan sahaja. Jika tuntutan anda lulus penilaian kelayakan awal, ia akan dibawa ke proses pengantaraan, di mana pengantara SIDREC akan cuba membantu pihak-pihak terlibat untuk mencapai penyelesaian bagi pertikaian mereka. Sekiranya pihak-pihak terlibat gagal mencapai penyelesaian melalui pengantaraan, perkara tersebut akan dibawa ke pengadilan, di mana SIDREC akan mengendalikan Pendengaran bagi pertikaian tersebut dan seterusnya memberikan keputusan Pengadilan.

·         Mediation is an effective way of resolving disputes without the need to go to court. It involves a mediator who is an independent third party. The mediator’s role is to help the parties communicate and reach an agreement and outcome that is acceptable to both parties. Mediation meetings are very practical and common sense in approach. The mediation process is confidential and the discussions will not be disclosed to any party outside of SIDREC’s dispute resolution process.

·         Pengantaraan ialah cara efektif untuk menyelesaikan pertikaian tanpa perlu ke mahkamah. Ia melibatkan pengantara yang merupakan pihak ketiga yang berkecuali. Peranan pengantara ialah untuk membantu pihak terlibat berbincang serta mencapai persetujuan yang boleh diterima baik oleh kedua-dua belah pihak. Mesyuarat pengantaraan menggunakan pendekatan yang praktikal dan berlandaskan logik. Proses pengantaraan adalah sulit dan perbincangan tidak akan didedahkan kepada mana-mana pihak yang tidak terlibat dalam proses penyelesaian pertikaian SIDREC.

·         Adjudication is a hearing of a dispute that results in a decision on the dispute. Unless the Claimant withdraws, disputes involving claims not exceeding RM250,000 will proceed to adjudication if mediation fails. In the adjudication process both parties will be given an opportunity to present any evidence (including the calling of witnesses) to support their case; seek clarification from the other parties or their witnesses and submit on their respective cases. The Adjudicator may also seek further clarification and documents from the parties or their witnesses.  After taking into account the evidence presented, facts involved, conduct of parties, relevant rules and laws, best industry practices, and SIDREC’s precedents, the Adjudicator will come to a decision, applying the principle of what is fair and reasonable in the circumstances.

·         Pengadilan ialah pendengaran bagi sesuatu pertikaian untuk mencapai keputusan tentang pertikaian tersebut. Pengadilan akan dilaksanakan bagi pertikaian yang melibatkan tuntutan tidak melebihi RM250,000 sekiranya proses pengantaraan gagal, kecuali jika Pihak Penuntut menarik diri. Dalam proses pengadilan, kedua-dua pihak akan diberikan peluang untuk membentangkan sebarang bukti (termasuk memanggil saksi) untuk membantu kes mereka; meminta penjelasan daripada pihak yang berkenaan atau saksi mereka; dan memberi hujahan mengenai kes masing-masing. Pengadil juga mungkin akan meminta penjelasan lanjut dan dokumen daripada pihak-pihak terlibat atau saksi mereka. Selepas mengambil kira bukti yang dikemukakan, fakta yang berkaitan kes, perlakuan kedua-dua pihak, peraturan dan undang-undang berkaitan, amalan industri terbaik, dan kes terdahulu SIDREC, Pengadil akan membuat keputusan berpandukan apa yang adil dan berpatutan dalam situasi tersebut.

·         SIDREC’s decision is binding only on the SIDREC Member. If you are unhappy with SIDREC’s decision, you are free to explore other avenues to resolve your complaint. However, if you accept the decision, you would then enter into a settlement agreement with the SIDREC Member, that reflects SIDREC’s decision and this will then be binding on both parties. Please see SIDREC’s Terms of Reference (TOR) or contact SIDREC for more details on their process.

·         Securities Industry Dispute Resolution Center (909583-H)

·         T: +603-2282 2280        E: info@sidrec.com.my

·         F: +603-2282 3855        W: www.sidrec.com.my / https://sidrec.com.my/dispute-resolution/

·         Keputusan SIDREC hanya mengikat Ahli SIDREC. Sekiranya anda tidak berpuas hati dengan keputusan SIDREC, anda bebas mencari jalan lain untuk menyelesaikan pertikaian anda. Walau bagaimanapun, sekiranya anda menerima keputusan SIDREC, anda akan menandatangani satu perjanjian dengan Ahli SIDREC, untuk memeterai keputusan tersebut. Sila rujuk kepada Terma Rujukan (TOR) SIDREC atau hubungi SIDREC untuk maklumat lanjut tentang prosesnya.

·         Securities Industry Dispute Resolution Center (909583-H)

·         T: +603-2282 2280        E: info@sidrec.com.my

·         F: +603-2282 3855        W: www.sidrec.com.my / https://sidrec.com.my/dispute-resolution/

If you require account opening support and can't reach us, please directly message us on Facebook. 

For account specific support and services, please email us at customerservice@rakutentrade.my

Be advised that due to the unprecedented high volume of emails received, do expect a delay of up to 48hours (during the weekday).

If you requested a callback, do expect a delay of up to 24hours. If you resubmitted an incomplete application, it will be processed within 72hours.

Rest assured that we will reply to all queries.

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Please do regularly check the ticker bar on the main page of the website / dashboard for announcement on our system maintenance.  

We perform daily maintenance from 5:00:00PM to 5:59:59PM and 11:15:00PM to 11:59:59PM on trading days. During this period, select services will not be available. 

A gentle reminder that there will always be risk involved when it comes to trading securities whether it’s due to internal or external forces. We aren't saying that it’s not entirely our fault but sometimes things happen beyond our control (Eg: Bursa breakdown, disruption from our service provider, etc). Hence it is important that you understand the terms and conditions that was put forth at the time of account opening.

Having said that, you can always still send us an email at customerservice@rakutentrade.my if you would like us to investigate further within 48 hours of the occurence. Please include your account details, the unauthorized transaction details, and a screenshot if relevant.

It is when there is a nil balance in the account and there has not been any debit or credit entry in the depositor's account in 36 months.

Once an account is designated as dormant, you will not be able to use that account to perform any kind of CDS transactions under the Rules of Bursa Malaysia Depository.

You should send an email to customerservice@rakutentrade.my to request for an account closure. Once your outstanding cash balance is cleared and your asset/shares are transferred, it will be closed.

Within 3 working days, subject to management clearance and if there are no outstanding cash and/or shares in your account.

No, however transfer fee for your shares (CDS transfer) of RM10.00 will be charged by Bursa Malaysia.

Yes. You may re-apply for a new account.

Yes, if the process has not been completed and you have yet to receive the email notification.