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Related to Customer Complaints

In accordance with the regulations of the OJK NUMBER 18 /POJK.07/2018, here are the steps taken by the Bank to handle your complaint:

We will investigate and provide our response within 20 (twenty) business days and in certain condition it can be extended for another 20 (twenty) business day with written confirmation.

For complaint that has been recorded and solved by the Bank, you will receive a complaint report in form of an electronic mail ("Email") containing the complaint status, complaint register number, date of complaint receipt and the Bank's Contact Center service number. You can contact our Contact Center service number for further information and assistance regarding handling complaints.

Complaint(s) should be accompanied by supporting document(s) and/or supporting information, such as:

  • Copy of ID or ID information of complainant
  • Type and date of financial transaction(s)
  • Complaint issue

If a complaint is made by an appointed and authorized third party, the complaint must be submitted along with a stamped Power Of Attorney ("POA") letter and copy ID of the principal.

Bank can determine and request certain document(s) that must be fulfilled in regard of the complaint handling process. The document must be received by the Bank within a maximum period of 20 working days from the initial date of complaint submission, and can be extended for the next 20 business days. The period of handling complaints will be calculated after the Bank has received the complete document.

A complaint cannot be investigate further due to following reasons:

  • The appointed Customer and / or Customer representative does not complete the document requested by the Bank in accordance with the specified time period, or
  • Previous complaints have been resolved by the Bank in accordance with the Financial Services Authority Regulations, or
  • Complaints are not related to losses and / or potential material losses, reasonable, and directly as stated in the agreement and / or financial transaction documents, or
  • Complaints are not related to Financial Transactions issued by the Bank

We want to resolve your complaint in a consensus, however you have the right to refer your case through court or Alternative Dispute Resolution Institutions as set out in List of Alternative Dispute Resolution Institution as determined by Financial Service Authority (Otoritas Jasa Keuangan) and copying the Bank as well, as a form of out of court settlement. Specifically for disputes related to the payment system with potential financial losses, the Customer may also make efforts to resolve disputes through Bank Indonesia insofar as the dispute is not in process or has never been decided by an arbitration institution or court or there is no agreement facilitated by the mediation institution.

Tim Mediasi Perbankan Direktorat Investigasi dan Mediasi Perbankan

Menara Radius Prawiro, 19th floor

Jl. M. H. Thamrin No. 2 Jakarta Pusat 10350

Mediasi Perbankan Bank Indonesia

For further detail regarding Banking Mediation of Bank Indonesia, please click here

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

Jakarta Pusat 10350

Website

Lembaga Alternatif Penyelesaian Sengketa Perbankan Indonesia (LAPSPI)

Griya Perbanas 1st floor

Jl. Perbanas, Karet Kuningan Setiabudi, Jakarta

Telp: 021-5252533

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