Verbal Complaint

1. Complaints can be submitted via telephone / come directly to the bank in which the Customer Service / Account Officer / Delivery Channel Section will take the complaints. Incoming calls after office hours is accepted by the Delivery Channel Section who will be on duty for 24 hours (Call Center 455 021-2300 or 893 021-2300)
2. Verbal Complaints must attach information (copy) of the ID from the person filing the complaint, information about the type of payment system (facilities) used, the date on which the transaction or the date of the event, card number, proof of transaction, current account, brief and clear Remarks of the objected issue, and / or other supporting documents held by the customer
3. Complaints will be resolved by the bank within a maximum of 5 (five) days of work
4. If the complaint cannot be resolved within 5 (five) days of work, then the customers can file a written complaint equipped with the supporting documents as mentioned in point 5 above

Written Complaints

1. Each customer filing a complaint shall fill in a receipt form of customer complaint, available at the customer service counter, by attaching a proof (copy) of the ID from the person filing the complaint, information about the type of payment system (facilities) used, the date on which the transaction or the date of the event, card number, proof of transaction, current account, brief and clear Remarks of the objected issue, and / or other supporting documents held by the customer
2. Complaints will be resolved by the bank within 10 (ten) working days
3. In the case that the bank requires time extension to resolve the matter, the bank will immediately inform the customer on the extra-time to settle the complaint prior to the end of the period as mentioned in point 2 above

Mediation of Complaint Settlement

In the event that no agreement was reached between the bank and the customer, the customer can apply for settlement mediation of complaint through:

1. The Court; or
2. Outside the court, namely through alternative dispute resolution institutions contained in the list of alternative dispute resolution body established by the financial services authority; or
3. File an appeals to the financial services authority to facilitate the settlement of customer complaint that was disadvantaged by the bank; or
4. File and appeal to Bank Indonesia to facilitate the settlement of customer complaint that was disadvantaged by the bank;