PROCEDURE OF THE SERVICE AND SETTLEMENT OF CUSTOMER COMPLAINTS

Definition of Complaints

A complaint is a complaint indicating a dispute or a complaint indicating a violation that requires a response from PT Bank DBS Indonesia (the "Bank") due to:

  • Customer dissatisfaction,
  • Reasonable and direct material losses and/or potential losses to the Customer,
  • Non-fulfillment of rights under the agreement and/or product and/or service utilization documents,
  • Customer information provided regarding alleged violations of the Bank's laws and regulations in the financial services sector.
Procedures for Submitting Customer Complaints to the Bank

Customers can submit complaints to the Bank in several ways and through the following channels:

1. Submitting Written Complaints - Corporate Customers 

Customers can visit the nearest Bank Branch Office and submit their complaint through a service staff member or Relationship Manager, or via email to DBS BusinessCare Indonesia at [email protected].

The Bank will resolve written complaints within 10 (ten) working days in accordance with Financial Services Authority (OJK) Regulation Number 22 of 2023 concerning Consumer and Community Protection in the Financial Services Sector, and may extend this period to another 10 (ten) working days if certain conditions are met. These conditions include communication difficulties between the Bank Branch Office receiving the complaint and the Bank Branch Office where the complaint arose, special research is required on the complaint documents, or other external factors. If an extension is required to resolve the complaint, the Bank will inform the customer before the settlement deadline expires.

The Bank will handle complaints in writing if the Customer has provided the following information and/or documents:  

  • Customer Identity – Customer's Full Name
  • Complained transaction data, including the type and date of product and/or service use, card number, and/or account number;
  • A chronology of the problem being complained about;
  • Documents directly related to the complaint submitted. 

If the Customer has not completed the documents, the Bank will inform the Customer and provide additional time for the Customer to submit the required documents within 10 working days.

2. Verbal Complaint Submission - Corporate Customers 

Customers can contact the Bank by telephone to submit their complaints through DBS Corporate (BusinessCare) at +6221 8082 6902 (international) / 1500380 (in Indonesia) via mobile phone, Monday through Friday (except national holidays) from 8:00 AM to 5:00 PM.

The Bank will resolve verbal complaints within 5 (five) working days in accordance with Financial Services Authority (OJK) Regulation Number 22 of 2023 concerning Consumer and Community Protection in the Financial Services Sector. If the Bank requires additional time for further investigation and/or supporting documents are required, the Bank will ask the Customer to submit the complaint in writing. If the Bank requires additional documents, the Customer has 10 (ten) working days to complete them from the time the request is submitted by the Bank. The Customer may request an additional 10 (ten) working days if the required documents are not located at the Customer's domicile and/or there are other matters beyond the Customer's control.

Complaint Receipt

The Bank will provide proof of receipt of the Complaint containing:

  • Complaint registration number;
  • Date of Complaint receipt; and
  • Telephone number or other communication channel provided by the Bank that can be contacted by the Customer and/or the Customer's representative. 

The Bank will provide information regarding the Complaint Handling status when the Customer requests clarification regarding the submitted complaint.

Complaint Investigation and Resolution Process

After a complaint is received and recorded, the Bank will conduct an examination/investigation process. Once the examination/investigation process is complete, the Bank will provide a response to the complaint. Verbal/written responses to complaints will be delivered to the Customer verbally via a recorded telephone call and in writing (in the form of an email or letter).

Rejection of Complaints

The Bank may refuse to handle a Customer's complaint if:

  • The Customer fails to complete the required documentation within the specified timeframe;
  • The complaint has previously been resolved by the Bank in accordance with Financial Services Authority Regulations;
  • The complaint does not relate to material, reasonable, and direct losses and/or potential losses as stated in the agreement and/or product and/or service utilization documents;
  • The complaint does not relate to the use of products and/or services issued by the Bank; and/or
  • The complaint is currently being prosecuted or has been decided by a civil court.
Customer Refusal to Resolve Complaints Provided by the Bank

If the Customer is dissatisfied with the resolution of the complaint, the Customer is permitted to submit a complaint resolution effort in accordance with applicable regulations using the following alternative resolutions:

  • Facilitation, a dispute resolution effort that brings the Customer and the Bank together to fundamentally review the issue in order to reach a dispute resolution agreement, the results of which are outlined in a deed of agreement or minutes of facilitation.
  • Outside the courts, this is done through the Alternative Dispute Resolution Institution for the Financial Services Sector (LAPS SJK), which is included in the List of Alternative Dispute Resolution Institutions for the Financial Services Sector (LAPS SJK) established by the Financial Services Authority.
  • Court channels, through the South Jakarta District Court in Jakarta or other relevant courts at the Bank Branch Office where the Bank's Products and/or Services are provided.