Customer Complaints Corpus
Redacted customer complaints since 2022, in three languages.
132 downloads
Updated daily. Last update 1 days ago. Next expected in 1 days.
About this dataset
Customer complaints and feedback from the contact centre, branches, email, social media and the in-app feedback form since 2022, in English, Bahasa Malaysia and mixed Manglish. Each record carries the redacted complaint text, product, channel, resolution code and a human-assigned category and root cause. Training and evaluation corpus for the complaint classifier and call conduct analytics.
Usage rights
Group Operations, Consumer Banking, Group Compliance and Group Data & AI for complaint analytics, conduct monitoring and model training. Free text is redacted for names, account and card numbers, MyKad numbers and phone numbers before landing. PDPA 2010 applies; data stays in Google Cloud Malaysia. Verbatim text may not be copied into slides or emails outside the platform.
Lineage
Extracted daily from the complaint management system and the social listening tool, passed through the platform's PII redaction step (pattern rules plus an NER model), and landed in silver. Categories come from the complaint handler's case closure; a 5% sample is double-labelled by the Customer Experience quality team each month.
Ownership and sensitivity
Who approves access
- Owner, Contact Centre, Siti Hajar Ismail
Built on by Customer Analytics & CRM.
Business-sensitive. Models and data products scoped to named business units.
Entitlement per business unit, approved by the owner; conditions attach.
- Customer PII
- Contains or processes personal data about customers (PDPA 2010).
3 models trained on this dataset
Details
- Updated
- 2026-08-02
- Cadence
- Daily
- Format
- BigQuery table
- Licence
- BU Restricted
- Latest version
- 2.3