Regulasi Perbankan

Anti Fraud

Based on the Financial Services Authority Regulation Number 12 Year 2024 concerning the Implementation of Anti-Fraud Strategies for Financial Services Institutions, Anti-Fraud Management presents informative videos for all stakeholders of Bank Mestika in order to raise awareness of the risk of Fraud and mutual support in eradicating Fraud in the banking environment. Have a good time watching.



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 :

  • corruption includes:
    • conflict of interest that is detrimental to the Bank and/or Consumer;
    • bribery;
    • unauthorized receipt; and/or
    • extortion;
  • misuse of assets includes:
    • misuse of cash;
    • misuse of inventory; and/or
    • misuse of other assets;
  • financial statement fraud includes:
    • overstating net assets and/or net income; or
    • reducing net assets and/or net income;
  • fraud;
  • leaking of confidential information; and/or
  • other actions that can be equated with Fraud in accordance with the provisions of laws and regulations.

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.


Here are some Customer Awareness tips :
  • Never share your PIN, password, OTP, CVV number, or ATM card data with anyone, including those who claim from the Bank.
  • Use additional security features such as fingerprint, face ID, and token.
  • Activate SMS or push notifications for all transactions to monitor your account activity in real-time.
  • Do not write important information that easily visible.
  • Do not easily trust calls that claim from the Bank to ask for personal data.
  • Always accessing services through the official website and official applications from the App Store or Play Store.
  • Do not click on suspicious links from emails, SMS or other social media (phishing).
  • Beware of emails that similar from the Bank but from suspicious email addresses.
  • Change your ATM PIN, internet banking password, and mobile banking regularly and use a strong and unpredictable combination of characters.
  • If there is an unknown transaction or suspected fraud, immediately contact the Bank's official call center.
  • Educate yourself and your family about the latest fraud news.


For more information, questions, or indications and whistleblowing, please contact :
Anti Fraud Department
PT. Bank Mestika Dharma Tbk
Jl.H.Z.Arifin No.118 Medan 20152
Tel. (061) 4525800 (Hunting)
Ext. 1812
Email to : [email protected]
Or Submit Form Whistleblowing Bank Mestika.

Whistleblowing Bank Mestika

Welcome Valued Customers and Business Partners, As a means to create a healthy and productive business and work environment, Bank Mestika provides a Whistleblowing System (WBS) that can be used by all Bank Mestika stakeholders. You may report suspected fraud, violations of the code of ethics, legal violations, or other violations related to Bank Mestika through the WBS form below. Each report that meets the criteria will be further investigated by the Bank Mestika Anti-Fraud Team, and we guarantee the confidentiality of the whistleblower’s information, so you may provide your personal details and contact information to support further investigation if necessary. Lastly, Bank Mestika would like to express our gratitude for your attention and for submitting a report to help make Bank Mestika even better.


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 :

  • corruption includes:
    • conflict of interest that is detrimental to the Bank and/or Consumer;
    • bribery;
    • unauthorized receipt; and/or
    • extortion;
  • misuse of assets includes:
    • misuse of cash;
    • misuse of inventory; and/or
    • misuse of other assets;
  • financial statement fraud includes:
    • overstating net assets and/or net income; or
    • reducing net assets and/or net income;
  • fraud;
  • leaking of confidential information; and/or
  • other actions that can be equated with Fraud in accordance with the provisions of laws and regulations.

Gratification

Gratification is a broad term for giving, which includes giving money, goods, rebates (discounts), commissions, interest-free loans, travel tickets, accommodation facilities, tours, free medical treatment, and other facilities. Such gratification can be received either domestically or abroad and can be given using electronic means or without electronic means.

Every Bank employee is prohibited from giving and/or receiving any form of gratification from other parties as a form of compensation related to their work or position, because any gratification given to civil servants or state officials is considered bribery if related to their position and contrary to their obligations or duties.

If there is any giving/receiving/refusal, the Bank employee must make a report and declaration on the gratification media provided by the Bank and acknowledged by their direct supervisor. The deadline for reporting gratification is no later than 5 (five) working days from the date the gratification is given, and specifically for gratification received, after being declared, it must be submitted to the Bank for Management to decide its disposition.

If there is giving/receiving of facilities, gifts, and sponsorships either within or from state officials that cannot be avoided (for example due to culture / holidays / graduation / or similar events), an exception can be made with a nominal limit of up to IDR 1,000,000 per giver in each event.

Only file pdf,jpg,jpeg,png can be uploaded and maksimum File 10MB
Only file pdf,jpg,jpeg,png can be uploaded and maximum size 10 MB

Consumer and Community Protection in the Financial Services Sector


A. Policies

With the enactment of the Act of the Republic of Indonesia (UU RI) No. 4 of 2023 concerning the Development and Strengthening of the Financial Sector, the enactment has strengthened the authority of the Financial Services Authority (OJK) and Bank Indonesia in regulating and supervising consumer and community protection in the financial services sector to improve a reliable consumer protection system, enhance consumer and community empowerment, and foster awareness of financial services business actors;

Furthermore, there are also developments in the aspects of consumer and community protection in the financial services sector caused by the addition of consumer and community protection principles, expansion of financial services business actors, and digitalization of products and/or services in the financial services sector, as well as the development of an increasingly complex and dynamic financial services industry, so that it is necessary to strengthen the regulation of consumer and community protection in the financial services sector.

Act of the Republic of Indonesia (UU RI) No. 4 of 2023 concerning Development and Strengthening of the Financial Sector, which in this case states that Protection in the financial sector is organized with the aim to:

  1. creating a Consumer Protection ecosystem that realizes legal certainty as well as complaint handling and dispute resolution that are effective and efficient;
  2. fostering awareness among Financial Services Business Actors regarding responsible business behavior, fair treatment, providing Protection of assets, privacy, and Consumer data, also improving the quality of products and/or services of Financial Sector Business Actors;
  3. enhancing Consumer awareness, capabilities, and independence regarding products and/or services of Financial Sector Business Actors and increasing Consumer empowerment.


The Financial Sector Authority is authorized to regulate in the framework of Consumer and Community Protection in the Financial Sector, namely the mechanism for handling Consumer complaints, Consumer Services in the financial sector, Market Conduct Supervision, out-of-court financial sector dispute resolution through dispute resolution bodies or institutions, and other provisions in the framework of Consumer and Community Protection in the financial sector.



B. Substance of Improvement

Improvements to strengthen consumer and community protection include :

  1. a regulatory approach to the product and/or service life cycle that further optimizes protection efforts for consumers and the community, from product and/or service design to handling and resolving disputes;
  2. Strengthening the principles of consumer and community protection is to oblige financial services business actors to conduct "adequate education" to increase the ability of consumers and community to choose financial services sector products and services;
  3. Strengthening the implementation of the principle of openness and transparency of information through regulating the form, procedure, and exceptions of delivering summary product and service information;
  4. Strengthening the principle of compliance enforcement that focuses on the actions of the Organizer (Financial Services Business Actors) to ensure compliance with the provisions of Consumer Protection based on statutory provisions in the Financial Sector;
  5. Strengthening healthy competition where competition between Financial Services Business Actors in carrying out business activities is conducted with honesty, is not against the law or does not hamper business competition;
  6. Strengthening support for consumers and/or communities with disabilities and the elderly, as well as enhancing the protection of consumer data and information;
  7. The obligation to provide sufficient time for consumers to understand the agreement before it is signed or a pause period after signing the agreement for products and services with long-term or complex characteristics;
  8. Obligation to record when product and or service offerings are made through personal means of communication by voice and/or video;
  9. Affirmation of OJK's authority in conducting consumer protection including market conduct supervision as a form of implementation of articles 28 to 30 of the Act regarding the OJK;
  10. Obligation to establish a consumer and community protection unit or function;
  11. Obligation to submit a self-assessment report by Financial Services Business Actors to the OJK regarding the fulfillment of consumer protection provisions.
  12. In the implementation of Consumer Protection, the Organizer (Financial Services Business Actors) has rights and obligations. The Organizer (Financial Services Business Actors) is obliged to apply the principles of Consumer Protection and inform and ensure that Consumers are aware of their rights and obligations. Consumer rights and obligations as intended, are as follows:
    Consumer Rights are :
    1. obtain security in using products and/or utilizing services as stipulated in the statutory provisions and/or agreements;
    2. choose products and/or services;
    3. receive products and/or services according to the promised offer and/or in accordance with statutory provisions;
    4. accessing data and/or consumer information managed by the Organizer;
    5. obtain informations about products and/or services that are clear, accurate, true, easily accessible, and not potentially misleading;
    6. have their opinions and complaints heard about the used products and/or utilized services;
    7. receive financial education;
    8. be treated or served properly;
      9. vobtain advocacy, protection, and efforts to handle complaints and consumer dispute resolution in accordance with the statutory provisions;
    9. obtain compensation if the product and/or service received is not in accordance with the agreement and/or the statutory provisions;
    10. to form a consumer association; and
    11. other rights regulated by the statutory provisions.
    Consumer obligations are :
    1. listen to the explanation of information regarding products and/or services delivered with certain marketing methods by the Organizer before purchasing the products and/or services of the Organizer;
    2. read, understand, and implement correctly the agreement and/or document regarding the use of the product and/or service;
    3. act in good faith in using products and/or services;
    4. provide information and/or documents that are clear, accurate, true, and not misleading;
    5. pay in accordance with the value or price and/or fee for the product and/or service agreed upon with the Organizer; and
    6. participate in Consumer Protection efforts in resolving dispute in accordance with the statutory provisions.