Procedure of the Service and Settlement of Customer Complaints

Procedure of the Service
and Settlement of
Customer Complaints


With reference to the Financial Service Authority Regulation Number 01/POJK.07/2013 dated 6 August 2013 regarding Consumer Protection in the Financial Service Sector and the Financial Service Authority Circular Number 2/SEOJK.07/2014 dated 14 February 2014 regarding the Service and Settlement of Consumer Complaints at the Financial Service Business Operators, 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 a complaint to the Bank can only be done by a customer or a customer’s representative acting for and on behalf of a customer. A customer can submit a compliant to the Bank through several methods as follows:

  1. Verbal complaint
    a) A customer visits the nearest branch of the Bank and complains to the
        Relationship Manager/Customer Service Manager, or
    b) Customer calls and complains via the Customer Centre of the Bank at 1 500 327
  2. A verbal complaint from the customer will be handled and settled within 2 (two) business days after the date the complaint is received. If the complaint submitted by the customer needs handling and settlement for more than 2 (two) business days, the Bank will inform the customer to submit the complaint in writing.

  3. Written complaint
    A written complaint can be submitted by letter, facsimile or email.

    In the case the complaint is submitted in writing, the customer has to enclose photocopies of the identity and other supporting documents. A written complaint will be handled and settled within 20 (twenty) business days after the date the complaint is received by the Bank and can be extended up to maximum the following 20 (twenty) business days if the Bank needs additional time to settle the customer’s complaint due to certain conditions by considering the prevailing law and regulations. In this case the Bank will inform the customer in writing before the first 20 (twenty) business day period expires.

Confidentiality of Customer Data

The Bank will maintain the confidentiality of the data of the customer which makes a complaint to the Bank from any parties, except:

  1. the Financial Service Authority;
  2. in the framework of the settlement of the complaint;
  3. required by the law and regulations; and/or;
  4. upon the approval from the respective customer.

If the Bank has made the efforts to settle the complaint but the customer cannot accept such settlement or the settlement process of the customer’s complaint has exceeded the deadline as stated above, the customer can continue the efforts to settle the complaint via Banking Mediation.

 

Click here for Banking Mediation