Based on the Financial Services Authority Regulation (POJK) No. 22 of 2023 concerning Consumer and Public Protection in the Financial Services Sector, the following is the procedure for submitting complaints in a systematic manner.
With this, the Bank is required to inform the mechanism for service and resolution of complaints, which is created based on the principles of accessibility, independence, fairness, efficiency, and effectiveness as follows:
The submission of this complaint resolution mechanism is one of the forms of enhancing customer protection to ensure the rights of customers in relation to BPR Tata Karya Indonesia. The steps for submitting customer complaints are as follows:
All users of products and/or services of BPR Tata Karya Indonesia have the right to submit complaints. Complaints may be submitted directly by the customer or their representative. If the complaint is submitted by a representative, it must be accompanied by the following documents:
- A copy of the customer’s and representative’s identification.
- A letter of authorization from the customer granting the representative permission to act on their behalf.
- If the representative is an institution or legal entity, it must be accompanied by a document stating their authority to represent the institution and/or legal entity.
All users of products and/or services of BPR Tata Karya Indonesia have the right to submit complaints. Complaints may be submitted directly by the customer or their representative.
- Oral complaint: This includes complaints submitted via the BPR Tata Karya Indonesia phone line (021) 6622017 or by visiting the bank’s office and speaking directly with the authorized bank officer.
- Written complaint: This includes complaints submitted via written communication, such as a letter sent to the BPR Tata Karya Indonesia office or via email to: general@banktata.com, with a description in the subject of the complaint.
- Transactional complaints: These are complaints that result in financial loss.
- Non-transactional complaints: These are complaints that do not result in financial loss.
- ORAL COMPLAINTS:
Visit the BPR Tata Karya Indonesia office
Provide complete customer information, such as: name, address, account number (if applicable), contact phone number, and a brief description of the complaint by filling out the complaint form.
Attach supporting documents relevant to the complaint, such as: a copy of a valid identification, copy of a passbook, and a copy of a transaction receipt or other related documents. Complaints can also be made via phone, providing complete customer details and a brief description of the complaint that has financial consequences.
- WRITTEN COMPLAINTS:
Provide complete customer information, such as: name, address, account number (if applicable), contact phone number, and a brief description of the complaint along with supporting documents related to the complaint, such as:
- A copy of a valid identification (required)
- A copy of the passbook
- A copy of the transaction receipt
- A copy of other supporting documents
- Oral Complaints: No later than 5 working days from receipt.
- Written Complaints: No later than 10 working days from receipt of complete documents, which can be extended for a maximum of an additional 10 working days under certain conditions.
- If the complaint involves another party (e.g., another financial service provider), resolution may exceed the timeframe with written notice to the consumer.
To ensure prompt resolution of complaints, please consider the following:
- Clearly identify the core issue of the complaint.
- Prepare supporting documents related to the complaint.
- Retain original documents and submit photocopies along with the written complaint.
- Keep a copy of all correspondence with the bank, including the letter of complaint resolution.
- Ensure the customer reads and understands the terms and conditions of any products and/or services they intend to use. No fees are charged for complaint resolution services.
If the customer is not satisfied with the outcome of the complaint resolution, they may pursue further resolution through banking mediation or other alternative dispute resolution methods.
The bank will maintain the confidentiality of customer data submitted in the complaint process, except in the following cases:
- To regulators (Bank Indonesia, OJK)
- For the purpose of resolving the complaint
- As required by law
- With the customer’s consent.
Complaint link related to products and/or issues with BPR Tata Karya Indonesia: