COVID-19: Customer Relief and Guidance

HSBC is here to support you

In light of widespread Coronavirus (“COVID-19”), we understand that various industries and individuals are affected. PT Bank HSBC Indonesia will continue to support its customers and help them get through this challenging time. Aligned with the OJK guidelines in POJK on National Economic Stimulus as Countercyclical COVID19 impact, we are pleased to be extending a helping hand to offer relief to customers holding credit products with us.

Commercial Banking customers

  • Small and Medium Enterprise customers may apply for payment moratoriums. Our dedicated Business Banking and Corporate relationship managers are available to discuss and evaluate any situation that customers may be facing with a view to extend any potential solution.

Global Banking customers

HSBC relationship managers are available to discuss and assess situations that customers may be facing, and assistance may be extended accordingly.

If you are impacted, please contact your Relationship Manager or visit us at, to get your own specific, tailored and targeted solutions.

Thank you for placing your trust in HSBC. During this challenging time, rest assured we are fully committed to continuing to provide you with the best financial solutions.

Our business is resilient

We are constantly monitoring our teams across businesses and functions and update regularly to assess the global and situation and to manage local issues regarding the safety of our employees and the resilience of our businesses. We continue to take steps to protect our employees, clients and businesses based on recommendations from the regulator. Here are some steps which we’ve taken to ensure optimal business continuity for you and your business.

Implemented work arrangements

Our clients depend on us and we are committed to being there to help them during these unpredictable times. To do so, we have implemented plans for people to work from different locations, including primary and secondary locations, while others may be asked to work from home. Our alternate work arrangements are intended to further balance and diversify our workforce by location in an effort to provide continuity over an extended period of time if required.

Remote capabilities

We have tested and prepared remote working for our employee where applicable, allowing many employees to do their jobs away from their office. Our remote access capabilities allow employees to access systems and information that are available at their office locations. We have also invested in our digital client channels to facilitate client activities and self-service functions.

Communications, awareness and proactivity

Our employees are provided regular updates and have access to online company resources that include regularly updated information along with policies and processes to help them manage through this period. We have also enhanced hygiene measures across all our sites.

Enhanced digital support

To help you with your business continuity work environment which may become virtual, or where conventional paper flow is not possible, you can take advantage of HSBC’s digital tools, such as our HSBCnet platform.

You can prepare your business to combat this better as well. As you find ways to keep your employees safe and your business operating, here are five suggestions you can consider:

  1. Look after employees and their families
    • In an effort to halt contagion, a business continuity plan which supports remote working, should be in place.
    • Consider technology to enable remote communication, such as video conferencing
    • Communicate with staff and keep them updated.
  2. Review your supply chain
    • Unearth hidden dependencies within the supply chain. Identify your suppliers’ supply source down to component level and understand who your customers sell onto
    • Undertake a risk assessment of contractual commitments and potential use of clauses relating to unforeseeable circumstances, by you or by your buyers and suppliers.
    • Identify and connect with alternative supply options, right down to the component level.
  3. Logistics and distribution
    • Enforced office or factory closures and disruption to transport services – including roads, ports and loading facilities – could impact goods being delivered and documents being processed on time.
    • Map your dependencies, ensure you have visibility and a plan for disruptions – for example, using air freight in the event shipping is restricted.
    • Anticipate disruption to service providers – from legal services to customs checks.
    • Consider implications right across your operations – from sourcing to production to distribution.
  4. Build resilience
    • Replicate this exercise to plan for other potential disruptions – such as natural disasters, political instability or cyber-attacks.
    • Develop response protocols and internal chains of command for each scenario.
    • Contingency planning for different scenarios will stand any business in good stead.
  5. Manage financial risks
    • Prepare for changes in market conditions including demand, price, and foreign exchange volatility.
    • Stress test your working capital, as flows of goods and services are interrupted and consider any support you may offer your suppliers.
    • Where necessary, build your inventory selectively and consider insurance requirements if interruptions occur.
    • Speak to your bank about immediate support and building resilience against potential disruption.

How we can help further

We are here to support you and your business, please do not hesitate to contact us or speak to your Relationship Manager.

Important information

Contact us

Enquiries and feedback



+62 21 25514777

(from overseas)