PROCEDURE OF THE SERVICE AND SETTLEMENT OF CUSTOMER COMPLAINTS

With reference to Bank Indonesia Regulation No. 7/7/PBI/2005 regarding Settlement of Customer Complaint and Financial Service Authority Regulation No. 01/POJK.07/2013 regarding Customer Protection in the Financial Service Sector and Financial Service Authority Circular No. 2/SEOJK.07/2014 regarding Service and Settlement of Customer Complaints at the Financial Service Businesses, please be informed that the Procedure for the Service and Settlement of Customer Complaint at PT Bank DBS Indonesia (“Bank”) issued based on the principles of accessibility, independency, fairness, efficiency and effectiveness is as follows:

 

Procedure for the Submission of Complaint to the Bank

The submission of complaint to the Bank can only be done by customer or customer’s representative acting for and on behalf of customer. Customer may submit complaint to the Bank through several methods as follows:

  1. Verbal complaint:
    1. Customer visits the nearest branch of the Bank and submit the complaint to Relationship Manager/Customer Service Manager; or
    2. Customer contacts the Bank by telephone to submit the complaint through DBS BusinessCare at 1500 DBS (327) or 69 DBS (327) via mobile from Monday to Friday (except national public holiday) on 08.00 – 17.00.
    Verbal complaint shall be handled and settled within 2 (two) business days after complaint received date. If it takes more than 2 (two) business days to handle and settle the complaint, Bank shall inform customer to submit written complaint.
  2. Written complaint:
    Written complaint can be submitted by letter, facsimile or email by enclosing copy of identity and other supporting documents. Written complaint shall be settled within 20 (twenty) business days after complaint received by Bank. In certain conditions, Bank may extend complaint settlement period up to maximum the following 20 (twenty) business days by giving written notification of such extension to customer before the first 20 (twenty) business days period expires.

 

 

Confidentiality of Customer Data

Bank shall maintain data confidentiality of customer, who submits complaint, from any party, except:

  1. To the Financial Service Authority;
  2. In the framework of complaint settlement;
  3. Required by the law and regulations; and/or
  4. Other party with approval from the respective customer.

If Bank has made efforts to settle the complaint but customer cannot accept such settlement or the settlement process has exceeded the deadline as stated above, customer may proceed the complaint through Banking Mediation.

 

BANKING MEDIATION

With reference to Bank Indonesia Regulation No. 8/5/PBI/2006 as amended by Bank Indonesia Regulation No. 10/1/PBI/2008 and Bank Indonesia Circular No. 8/14/DPNP regarding Banking Mediation and Financial Service Authority Circular No. 2/SEOJK.07/2014 regarding Service and Settlement of Customer Complaint at Financial Service Businesses, please be informed of the Procedure for the Submission of the Settlement of Dispute by Customers through Banking Mediation, as follows:

 

Definition of Banking Mediation

“Banking Mediation” is a process of dispute settlement in which mediator assists the parties in dispute to achieve a voluntary agreement on some or all of the disputed issues. In this case, Banking Mediation shall be 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 efforts of assisting customer and Bank to review the dispute in order to reach agreement between customer and Bank.

 

Procedure for the Submission of the Dispute Settlement

  1. The submission of the dispute settlement request through Banking Mediation can be done by customer or customer’s representative;
  2. Dispute can be settled through Banking Mediation with the following conditions:
    1. Submitted in writing together with sufficient supporting documents;
    2. Customer has previously tried to settle the dispute with Bank;
    3. The respective dispute:
      • Is not in the process or has never been decided by an arbitration institution or court; or
      • There has not been any agreement which being facilitated by other Banking Mediation institution; or
      • Has never been processed in Banking Mediation facilitated by Bank Indonesia or the Financial Service Authority;
    4. The respective dispute is a civil dispute; and
    5. Dispute settlement is requested not more than 60 (sixty) business days after Bank submits letter of dispute settlement to customer;
  3. The financial claim is requested in Rupiah currency with maximum amount of IDR500,000,000 (five hundred million rupiah);
  4. A customer cannot submit a financial claim for immaterial losses;
  5. Request of dispute settlement is done by completing submission form of dispute settlement and attaching documents as follow:
    1. Copy of dispute resolution letter submitted by Bank to customer;
    2. Copy of valid customer’s identity;
    3. Statement letter signed on sufficient stamp duty that the respective dispute:
      • Is not in the process or has never been decided by an arbitration institution or court; or
      • There has not been any agreement which being facilitated by other Banking Mediation institution; or
      • Has never been processed in Banking Mediation facilitated by Bank Indonesia or the Financial Service Authority;
    4. Copy of supporting documents related to respective dispute; and
    5. Copy of power of attorney, if settlement of dispute is being requested by customer’s representative.
  6. The submission of the dispute settlement by a customer is addressed to:

    Ketua Dewan Komisioner Otoritas Jasa Keuangan
    u.p. Bidang Edukasi dan Perlindungan Konsumen
    Menara Radius Prawiro – Lantai 2.
    Komp. Perkantoran Bank Indonesia
    Jl. M.H. Thamrin No. 2
    Jakarta 10350

    with copy to the Bank.
  7. The Banking Mediation process shall be carried out after customer, or customer’s representative, and Bank signed Agreement to Mediate or facilitation agreement which contains:
    1. Agreement to choose Financial Service Authority as the facilitator of Banking Mediation for dispute resolution; and
    2. Agreement to abide and comply with Banking Mediation or facilitation rules determined by the Financial Service Authority.
  8. Banking Mediation until signing of Settlement Deed is being processed maximum within 30 (thirty) business days from the date customer, or the customer’s representative, and Bank sign the Agreement to Mediate or the facilitation agreement. The process can be extended for another 30 (thirty) business days based on agreement between customer, or customer’s representative, and Bank.
  9. The agreement obtained from Banking Mediation process shall be stated in Settlement Deed signed by customer, or the customer’s representative and the Bank.