1. The company will accept and document every Complaint submitted by Customers and/or their Representatives. The Company will not impose any charges on Customers and/or their Representatives in implementing the Complaint handling policies and procedures.
2. Upon receiving the Complaint, the Company will provide written confirmation of the Complaint receipt to customers, including the following information: 1) Complaint registration number, 2) date of Complaint receipt, and 3) contact details for the Complaint handling unit that customers can reach via phone or email
3. The Company will conduct competent, accurate, and objective internal examinations of the Complaints
4. The Company may contact Customers again if there are any required supporting documents that have not been provided by the customers. Customers are given 10 working days to submit the necessary documents
5. The Company will follow up and resolve Complaints verbally within a maximum of 5 working days after the Complaint is received and in writing within a maximum of 10 working days after the necessary documents for the Complaint are received

In the event that an agreement on Complaint settlement is not reached, the Client and the company and/or Custodian Bank will settle the dispute with a dispute settlement mechanism in the form of mediation or arbitration through the Alternative Dispute Resolution Institution (“LAPS”) with the terms, conditions and procedures as referred to in the POJK concerning Alternative Dispute Resolution Institutions in the Financial Services Sector and in accordance with regulations regarding dispute resolution procedures issued by LAPS and approved by OJK, and referring to Law Number 30 of 1999 (one thousand nine hundred and ninety nine) concerning Arbitration and Alternative Dispute Resolution, including all amendments thereto ("Arbitration Law and Alternative Dispute Resolution") as relevant.

Consumers and/or their representatives can also submit Complaints via the Aplikasi Portal Perlindungan Konsumen (APPK) provided by the OJK. APPK is a website-based system that can be accessed by all parties in the financial services sector by online to ask questions, report and submit complain on issues in the financial services sector.

Details of the Complaint Settlement Report can be downloaded at the following link: