Clients may submit their complaints on business days, Monday to Friday, from 09:00 to 17:00.
Below are the investor complaint handling procedures in accordance with the regulations of Otoritas Jasa Keuangan (OJK).
1. Receipt of Complaints
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- Receives and records complaints submitted by investors. After verifying the complaint, the investor will receive a complaint reference number.
- Request investors to provide supporting documents if needed. Investors are given 10 working days to complete the required supporting documents, and this period may be extended for an additional 10 working days under certain conditions.
2. Complaint Handling
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- Conduct an internal review and analysis of the complaint submitted by the investor.
- Verbal complaints will be followed up and resolved no later than 5 working days from the date the complaint is received. Written complaints will be followed up and resolved no later than 10 working days from the date complete documentation is received. Under certain conditions, the response period may be extended for up to 10 additional working days, with written notification provided to the investor.
- Any resolution that requires a longer period than stated above will be carried out in accordance with the terms communicated in writing to the investor.
3. Complaint Resolution
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- Responses to complaints will be provided to investors either verbally or in writing. In accordance with the prospectus, unresolved investor complaints may be referred to the Alternative Dispute Resolution Agency in the Financial Services Sector (LAPS SJK) upon obtaining approval from the Financial Services Authority (OJK).
