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In accordance with the regulations issued by the Indonesia Financial Service Authority (“OJK”) namely POJK No. 18/POJK.07/2018 concerning Consumer Complaint Services in the Financial Services, OJK Circulation Letter No. 17/SEOJK.07/2018 concerning Implementation Guide on Consumer Complaint Services in the Financial Services and POJK No. 31/POJK.07/2020 concerning Consumer and Public Service Operation in the Financial Service Sector by the Financial Services Authority, as well as Bank Indonesia Regulation Number 16/1/PBI/2014 on Consumer Protection of Payment System Services, here are the steps taken by PT Bank HSBC Indonesia (“HSBC”) in handling customers’ complaint:

  1. HSBC will investigate and provide response within 20 (twenty) business days, whereas in certain condition such period can be extended for another 20 (twenty) business day with written notification.
  2. For complaint that has been recorded and/or solved by HSBC, you will receive a complaint report information in form of an electronic mail ("Email") containing the complaint status, complaint register number, date of complaint receipt and the HSBC Contact Center service number. Customer can contact HSBC Contact Center service number for further information and assistance regarding handling complaints.
  3. Complaint(s) should be accompanied by supporting document(s) and/or supporting information, such as:
    • Copy of ID or ID information of complainant
    • Complainant contact number
    • Type and date of financial transaction(s)
    • Complaint issue
    If a complaint is made by third party dully appointed and authorized by the complainant, the complaint must be accompanied by a duly-stamped power of attorney letter and copy ID of the principal.
  4. HSBC may determine and request certain document(s) that must be completed with respect to the complaint handling process. The documents must be received by HSBC within a maximum period of 20 (twenty) business days from the initial date of complaint submission, and may be extended for the next 20 (twenty) business days. The period of handling complaints will be calculated after HSBC has received the complete documents.
  5. A complaint investigation cannot be proceeded further by HSBC due to following reasons:
    • The Customer and / or Customer’s appointed representative does not complete the document requested by HSBC within the specified time period, or
    • Previous complaints have been resolved by HSBC in accordance with the Financial Services Authority Regulations, or
    • Complaints are not related to losses and / or potential material losses, reasonable, and direct as set out in the relevant agreement and / or financial transaction documents, or
    • Complaints are not related to financial transactions issued by the HSBC

Our aim is to resolve your complaint on a consensus basis, however should you dissatisfy with the result of your complaint handling, you may seek resolution of your complaint to court or outside court through OJK Complaint Service Facility or Alternative Dispute Resolution Institution (LAPS) in the Financial Services Sector as recognized by the Indonesian Financial Service Authority (Otoritas Jasa Keuangan), by copying HSBC as well.

You can submit a Complaints Facilitation request via OJK on issues that must meet the minimum requirements and documents as follows:

  1. You suffered from a material loss and/or potential loss;
  2. You reject the settlement of your complaint as proposed by HSBC;
  3. The submitted dispute is not subject to any ongoing process nor has it been decided by any judicial authority or arbitral or alternative dispute resolution tribunal;
  4. The submitted dispute is of a civil/commercial nature;
  5. The submitted dispute has not been facilitated by OJK;
  6. The dispute is not submitted beyond 60 (sixty) working days from the date when HSBC gives a response to your complaint. In the event that you raise any objection to such response, the application for the settlement of the complaint is not submitted beyond 20 (twenty) working days from the date when you raise such objection to our response; and
  7. A written request that contains a description of the complaint indicating a potential dispute accompanied by supporting documents which shall include:
    • ID document;
    • HSBC’s response to the complaint;
    • A statement signed on a stamp duty which confirms that the dispute
    • submitted is not subject to any ongoing process nor has it been decided by any judicial authority or arbitral or alternative dispute resolution tribunal and that it has not been facilitated by OJK; and
  8. Other related supporting documents.

The following are facilities that you can use to submit requests for information or complaints to the OJK:

  1. Letter to member of Commissioner Board Otoritas Jasa Keuangan, Education and Customer Protection area,
  2. Anggota Dewan Komisioner Otoritas Jasa Keuangan
    Bidang Edukasi dan Perlindungan Konsumen
    Menara Radius Prawiro, 2nd floor
    Komplek Perkantoran Bank Indonesia, Jl. MH. Thamrin No. 2, Central Jakarta 10350
  3. Telephone number : 157
  4. Email to: konsumen@ojk.go.id
  5. Online form: http://konsumen.ojk.go.id/FormPengaduan

The following are channels for submitting complaints to Alternative Dispute Resolution Institutions (LAPS):

  1. Letter to Alternative Dispute Resolution Institutions (LAPS)
    Griya Perbanas Lt.2
    Jl. Perbanas, Kel. Karet Kuningan Kec. Setiabudi
    Jakarta 12940
    Website https://lapspi.org/
  2. Telephone number 021-5276552
  3. Email : sekrt@lapspi.org

Specifically for any dispute related to payment system with potential financial losses, you may also seek resolution for the complaint through Bank Indonesia insofar that the dispute has not already in process, has never been decided by any arbitration institution or court or there has been no agreement facilitated by a mediation institution. In the event that you refuse the dispute resolution related to payment system as proposed by HSBC, you can contact Bank Indonesia through:

  1. Written letter, addressed to
    Department of Payment System Policy and Monitoring
    Bank Indonesia Office Complex
    Gedung D, 5th floor
    Jl. M. H. Thamrin no 2, Jakarta 10350
    For outside Jakarta, nearest Bank Indonesia office
  2. Phone through BICARA BI at 1500131
  3. Email to bicara@bi.go.id
  4. Fax to (021) 2311901

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