Stages of complaint handling for J Trust Bank customers
If the customer agrees with the settlement result, the complaint is considered closed.
In case of disagreement, the customer can submit a complaint resolution through the appeal stage to J Trust Bank.
If the customer still cannot accept the settlement result, the customer can apply for out-of-court / through court complaint settlement. Out of court settlement can be done through facilitation or mediation to the Regulator, Alternative Financial Services Sector Dispute Resolution Institution (LAPS-SJK) or other institutions.
Customer will receive SMS or Email related to complaint information and for Ticket closure.
The Bank will provide information on the extension of time if the handling of Customer Complaints is more than 10 working days.
Confidentiality of Customer Data
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The Bank will maintain the confidentiality of customer data that will make complaints to any party, except:
To the regulator (BI, OJK) - In order to resolve complaints
- Required by law
- Upon customer approval
Customer Handling Complaint related to :
- Fund transfer activities
- FundCard Payment Instrument (APMK) Activities
- FundActivities of providing and/or depositing Rupiah
The submission of this complaint resolution mechanism is a form of increased customer protection in order to guarantee customer rights related to the bank.
Customers can submit to Bank Indonesia through the following channels:
Bank Indonesia Contact Center (BI Bicara):
- Tel. 131 and 1500131 (from overseas)
- Electronic Mail (e-mail) to bicara@bi.go.id
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Written Letter to:
Bank Indonesia Representative Office (KPw BI) closest to the Consumer's domicile. For consumers in the Jakarta, Bogor, Depok and Bekasi areas, please contact:Bank Indonesia Representative Office DKI Jakarta
Payment System Consumer Protection Division
KPW DKI Learning Center
Jl. Prajurit KKO Usman dan Harun No. 42
RT/RW: 01/05 Senen
Central Jakarta 10410 - Online Talk Service through the Webex application by clicking the following link: https://bankindonesia.webex.com/join/bicara
- Consumer Complaint Form website using BI's Consumer Complaint online form
In accordance with OJK Regulations, customers who are not satisfied with the resolution of complaints can submit to OJK for facilitation, through:
- Written letter to:
Member of OJK Board of Commissioners and Consumer Protection
Radius Prawiro Tower, 2nd Floor, Bank Indonesia Office Complex
Jl. M.H. Thamrin No. 2 Jakarta - Contact OJK service at: 157
- Email to: konsumen@ojk.go.id
- Whatsapp : 081 157 157 157
- Online at: sikapiuangmu.ojk.go.id
- Web-based system through the Consumer Protection Portal Application (APPK), SLA Complaint Handling 10 Working Days
Complaint resolution through the Financial Services Sector Alternative Dispute Resolution Institution (LAPS)
If the complaint resolution provided by the Bank does not meet the customer's expectations, in accordance with OJK regulations, the customer can also continue the complaint resolution process through the Financial Services Sector Alternative Dispute Resolution Institution (LAPS SJK).
- Address: Wisma Mulia 2 Lt. 16, Jl. Gatot Subroto No.42, South Jakarta 12710
- Phone: 021-2527700
- Email: info@lapssjk.id
Bank Indonesia & Financial Services Authority (OJK) regulations:
- OJK Regulation No. 18 POJK No. 18/POJK.07/2018 dated September 10, 2018 concerning Consumer Complaint Services in the Financial Services Sector;
- OJK Regulation No. 22 Year 2023 Dated December 22, 2023 Regarding Consumer and Community Protection in the Financial Services Sector.
- BI Regulation No. 3 Year 2023 on Consumer Protection of Bank Indonesia;
- OJK Circular Letter No. SEOJK No. 17/SEOJK.07/2018 dated December 6, 2018 concerning Guidelines for the Implementation of Consumer Complaint Services in the Financial Services Sector;
- Regulation of Members of the Board of Governors No. 20 of 2023 concerning Procedures for Implementing Consumer Protection of Bank Indonesia.
Timeframe / SLA Verbal & Written Complaints
In accordance with POJK No. 22 Th. 2023 Regarding Consumer and Community Protection in the Financial Services Sector:
- Verbal Complaint: 5 Working Days
- Written Complaint: 10 Working Days
- Complaint Extension: 10 Working Days
The Complaint Handling Process is calculated from the complete documents provided to the Bank through the Branch Office, Contact Center and OJK Consumer Complaint Portal Application (APPK).
