This consumer complaint service is provided for consumers who wish to submit grievances in accordance with Regulation No. 18/POJK.07/2018 concerning Consumer Complaint Services in the Financial Services Sector and SEOJK No. 17/SEOJK.07/2018 concerning Guidelines for Implementing Consumer Complaint Services in the Financial Services Sector. The company provides communication channels for complaint services with the following process:
- Consumers (who are the Person in Charge of the Company's Business Partners) can submit complaints by filling out the complaint form and providing correct identification, as well as supporting documents through the Company's website portal. Supporting documents include scanned ID card of the Consumer and/or Representative, power of attorney, and other supporting evidence;
- Each complaint received will be examined and analyzed according to the category of the issue;
- Complaint reports will be followed up within a maximum period of 20 (twenty) working days during business hours, after receiving a confirmation email acknowledging receipt of the complaint report from the company and after all supporting documents are complete.
- The results of the complaint resolution and responses will be sent via email to the Consumer's reporting email and/or Representative.
Consumer Complaints Process
Consumer Complaints Form
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