• The Bank is obligated to serve and resolve customer complaint before such complaint are submitted to other parties.
• The Bank must follow up and resolve complaint verbally within a maximum of 5 (five) working days since the complaint is received by The Bank. If further investigation and/or supporting documents are required, The Bank will request The Customer to submit a written complaint along with the necessary supporting documents.
• The Bank is obligated to follow up and resolve complaints in writing under the following provisions:
• For complaints related to The Bank’s products and/or services that are regulated and supervised by the Financial Services Authority (POJK No. 22 of 2023 concerning Consumer and Public Protection in the Financial Services Sector), resolution shall be completed no later than 10 (ten) working days since the date all documents directly related to the written complaint have been received in full. If there are certain conditions, The Bank may extend the complaint resolution period by an additional 10 (ten) working days
• For complaints related to The Bank’s products and/or services regulated and supervised by Bank Indonesia (PADG No. 20 of 2023 concerning Bank Indonesia Consumer Protection Implementation Procedures), resolution shall be completed no later than 20 (twenty) working days since the date all documents directly related to the written complaint have been received in full. If there are certain conditions, The Bank may extend the complaint resolution period by an additional 20 (twenty) working days.
  Certain condition means:
• The Bank Office that receives the complaint is not the same as The Bank Office where the issue that being reported took place and there are communication difficulties between the two Bank Offices.
• The complaint submitted by The Customers and/or The Customer’s Representatives require an in-depth review of The Bank's documents; and/or
• There are other factors beyond The Bank's control. Other factors beyond The Bank's control include the involvement of other parties in the use of products and/or services performed by The Customer.

The Bank will notify The Customer in writing of any extension of the complaint resolution period before the complaint resolution period ends.

The Bank will handle complaints in writing if The Customer has completed the following documents:

• Customer Identity
• Contactable phone number
• Type and date of financial transaction
• The reported problems
• Supporting data/documents such as transaction evidence, objection form and others

If the complaint is made by The Customer’s Representative that is appointed and authorized by The Customer, then the complaint must be accompanied by an original special power of attorney with a sufficient seal signed by The Customer.
The Bank may refuse to handle Your complaint, if:

• The Customer fails to complete the required documents within the set period of time;
• Previous complaints have been resolved by The Bank in accordance with the regulatory provisions;
• The complaint is not related to material, reasonable and direct losses and/or potential losses as stated in the agreement and/or documents for the use of products and/or services;
• The complaint is not related to the use of products and/or services issued by the concerned Bank; and/or
• The complaint is currently under process or has been decided by a civil court.

If The Customer and/or The Customer’s Representative disagree with the complaint resolution result, then The Customer and/or Customer Representative may request a settlement of the complaint resolution application out of court or through the court system.

Out-of-court settlement of complaints can be conducted through facilitation or mediation by:

• The Financial Services Authority (OJK)
• Bank Indonesia (BI)
• The Alternative Dispute Resolution Institution for the Financial Services Sector (LAPS SJK)