In our effort to serve and protect our dear customers and stakeholders from the abuse of banking service and infrastructure, in which will effect loss, we would like to provide some tips for customer awareness agaisnt any fraudulent activities, to protect yourself, and increase prudential culture in your banking activities.
Fraud defines as misappropriation or abuse and wrongful or criminal deception, manipulation acts against Bank, customers or other parties, internally or externally, with the misuse of banking service and infrastructure, intended to result directly or indirectly, financial or personal gain.
Type of fraud : forgery, embezzlement, banking criminal acts, identity theft, and other actions equal to those banking crimes.
Here are some Customer Awareness tips :
For more information, questions, or indications and whistleblowing, please contact :
SKAI & Fungsi Penerapan Anti Fraud
PT. Bank Mestika Dharma Tbk
Jl.H.Z.Arifin No.118 Medan 20152
Tel. (061) 4525800 (Hunting)
Ext. 1804, 1805
or Email :
With reference to Bank Indonesia Regulation No. 8/5/PBI/2006 as already amended by Bank Indonesia Regulation No. 10/1/PBI/2008 and Bank Indonesia Circular No. 8/14/DPNP regarding Banking Mediation and the Financial Service Authority Circular No. 2/SEOJK.07/2014 regarding the Service and Settlement of Consumer Complaint at Financial Service Business Operators, please be informed of the Procedure for the Submission of the Settlement of Dispute by Customers via Banking Mediation as follows:
Definition of Banking Mediation
Banking Mediation is a process of a dispute settlement involving a mediator to assist the parties in dispute to achieve a settlement in the form of a voluntary agreement on some or all of the disputed issues. In this case the Banking Mediation function is carried out by the Financial Service Authority or the Alternative Dispute Settlement Institutions stated in the List of the Alternative Dispute Settlement Institutions determined by the Financial Service Authority.
Banking Mediation Function
The function of Banking Mediation is limited to the efforts to assist the customer and the Bank to basically review the dispute in the framework of reaching an agreement between the customer and the Bank.
Customer Complaint Handling
Circular Letter of the Financial Services Authority NO.2/SEOJK.07/2014 on Handling and Settlement of Customer Complaints at Financial Service Operators.
Mechanism of Managing Customer Complaint:
Procedure for the Submission of the Dispute Settlement
*For Complaint Process, Customer can contact Customer Services and Call Center (14083) of Bank Mestika
**Bank Mestika is a bank registered with and under supervision of the Otoritas Jasa Keuangan. Banking Meditation is provided in Indonesian and English language provided that in the event any discrepancy between them, Indonesia version shall prevail.