For more than 40 years, the Palawan Group of Companies has grown alongside millions of Filipinos who rely on its services to send money to loved ones, secure their valuables, and access financial solutions. As the company continues to expand its reach, one commitment remains at the heart of its operations: making sure every Suki receives fair, respectful, and reliable service.
For Palawan Group, earning the trust of its customers goes beyond completing transactions. It means listening to their needs, providing clear information, and making assistance accessible whenever they need it. Guided by its core value of Customer Love and its commitment to serving with Pusong Palawan, here are seven ways the company works to deliver better service and protect its Sukis.
- Putting customers at the heart of every interaction
Customer Love is one of Palawan Group’s core values, reminding every employee to listen to customers, understand their needs, and go the extra mile to serve them. This commitment also guides the development of products and services, ensuring that customers’ needs and interests remain central to the business.
This approach is aligned with the Bangko Sentral ng Pilipinas’ consumer protection framework, including the Fair Treatment principle under BSP Circular No. 1160, which emphasizes treating customers fairly and respectfully throughout their interactions with financial service providers.
- Training employees to serve with empathy and malasakit
Through Pusong Palawan training, employees are guided on how to put the company’s values into practice in their everyday interactions with customers. Whether answering questions, explaining a service, or helping resolve a concern, frontliners are encouraged to approach each situation with empathy, patience, and a genuine desire to help.
“Customer love starts with listening. Before we can help address a concern, we need to understand what the customer needs and explain the options available to them. Whether the concern is simple or more complex, our goal is to make sure the customer feels heard and properly assisted. This is why we take time to really train our frontliners and talk to them about empathy,” said Gelain Ramos, Palawan Group Consumer Protection Officer.
- Making information clear and accessible
Customers need to understand the services they use and the options available to them. Palawan Group recognizes the importance of providing clear and honest information so Sukis can make informed decisions and approach transactions with greater confidence.
This responsibility extends across customer interactions, from explaining services at the branch to communicating information through the company’s digital platforms.
- Keeping people available to help at branches
For many Filipinos, being able to speak directly with someone remains an important part of accessing financial services. Through its nationwide network of Palawan Pawnshop and Palawan Express Pera Padala branches, customers can approach employees for assistance with transactions, questions, and concerns.
These face-to-face interactions provide customers with a direct way to seek clarification and support, especially when they need help understanding a service or addressing an issue.
- Providing digital channels for convenient support
As more Filipinos embrace digital transactions, Palawan Group continues to make customer assistance accessible beyond its physical branches.
Through its BrickTech approach, the company brings together its physical network and digital capabilities to serve customers across different channels. PalawanPay complements this network by providing customers with convenient ways to manage their financial transactions, alongside customer support available through its hotline, email, social media, in-app chat, and web chat, including 24/7 support.
Whether visiting a branch or reaching out digitally, customers have different ways to access information and seek assistance based on their needs and preferences.
- Giving customers accessible channels to raise concerns
Good customer service also means making sure customers know where to turn when they have questions or encounter problems. Palawan Group provides channels through which customers can seek assistance and raise concerns, helping them connect with the appropriate support when they need it.
Consumer protection, in this sense, goes beyond responding when something goes wrong. It also involves making assistance accessible and ensuring customers know how to reach the company.
- Making consumer protection a shared responsibility
Delivering fair and respectful service is not the responsibility of just one department. It requires coordination across the organization—from employee training and service delivery to customer communications and the handling of concerns.
“For over 40 years, our Sukis have entrusted us with their hard-earned money, valuable possessions, and financial needs. We know that trust is earned every day through the way we serve and treat our customers. As Palawan Group continues to grow, our commitment remains steadfast: to treat every customer fairly and respectfully, and to serve with Pusong Palawan,” said Karlo M. Castro, President and Chief Executive Officer of the Palawan Group of Companies.
Castro emphasized that consumer protection must be reflected in the company’s everyday operations, not only when a customer raises a concern. “For us, protecting our customers is part of earning and keeping their trust. It is a responsibility we carefully and faithfully carry across the organization.”
Karlo M. Castro, President and Chief Executive Officer of the Palawan Group of Companies
Continuing to serve with Pusong Palawan
As the Palawan Group continues to grow and find new ways to serve Filipinos, its commitment to customer protection remains grounded in the same principles: listening to customers, treating them fairly, providing clear information, and making assistance accessible.
It is how the company seeks to strengthen the trust it has built with its Sukis over the years—by making every interaction an opportunity to deliver service with care, responsibility, and Pusong Palawan.
