Customer Complaint Handling

Complaint Channel

Complaint to PT Grow Investments Indonesia (“the Company”) can be submitted on every business day from 09.00 -17.00 WIB via the following channel:

+62 21 3970 0999
Walk-in or Mail
PT Grow Investments Indonesia
Sequis Tower, 8th Floor, Unit 6
Jl. Jenderal Sudirman Kav. 71
Senayan, Kebayoran Baru, Jakarta Selatan
Jakarta 12190, Indonesia

Complaint Handling Process

  1. The company will accept and document every complaint submitted by Consumers and/or their Representatives. The Company will not impose any charges on Consumers and/or their Representative in implementing the complaint service 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 service 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 days after the complaint is received and in writing within a maximum of 10 days after the complaint is received

Dispute Resolution

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.