Procedure of the Service and Settlement of Customer Complaints

PROCEDURE OF THE SERVICE AND SETTLEMENT OF CUSTOMER COMPLAINTS

 

With reference to applicable laws and regulations, please be informed that the Procedure for the Service and Settlement of Customer Complaint at PT Bank DBS Indonesia (“Bank”) issued based on the principles of accessibility, independency, fairness, efficiency and effectiveness is as follows:

Procedure for the Submission of Complaint to the Bank
The submission of complaint to the Bank can only be done by customer or customer’s representative acting for and on behalf of customer. Customer may submit complaint to the Bank through several methods as follows:

  • Verbal complaint:
    1. Customer visits the nearest branch of the Bank and submit the complaint to Relationship Manager/Customer Service Manager; or
    2. Customer contacts the Bank by telephone to submit the complaint through DBSI Customer Centre at 0804 1500 327 or 1500327  or +6221 29852800 (from outside Indonesia). Our Customer Centre is available 24 hours a day, seven days a week.
    3. Customer contacts the Bank via menu Live Chat in digibank by DBS Application.

Verbal complaint shall be handled and settled within 5 (five) business days since complaint received date. If it takes more than 5 (five) business days to handle and settle the complaint, Bank shall inform customer to submit written complaint.

  • Written complaint:
    Written complaint can be submitted by letter, facsimile or email by enclosing copy of identity and other supporting documents. Written complaint shall be settled within 20 (twenty) business days since complaint received by Bank. In certain conditions, Bank may extend complaint settlement period up to maximum the following 20 (twenty) business days by giving written notification of such extension to customer before the first 20 (twenty) business days period expires.

Confidentiality of Customer Data
Bank shall maintain data confidentiality of customer, who submits complaint, from any party, except:

  • To the Financial Service Authority;
  • In the framework of complaint settlement;
  • Required by the law and regulations; and/or
  • Other party with approval from the respective customer.

If Bank has made efforts to settle the complaint but customer cannot accept such settlement or the settlement process has exceeded the deadline as stated above, customer may proceed the complaint through Banking Mediation.

 

Procedure of the Service and Settlement of Customer Complaints

PROCEDURE OF THE SERVICE AND SETTLEMENT OF CUSTOMER COMPLAINTS

 

With reference to applicable laws and regulations, please be informed that the Procedure for the Service and Settlement of Customer Complaint at PT Bank DBS Indonesia (“Bank”) issued based on the principles of accessibility, independency, fairness, efficiency and effectiveness is as follows:

Procedure for the Submission of Complaint to the Bank
The submission of complaint to the Bank can only be done by customer or customer’s representative acting for and on behalf of customer. Customer may submit complaint to the Bank through several methods as follows:

  • Verbal complaint:
    1. Customer visits the nearest branch of the Bank and submit the complaint to Relationship Manager/Customer Service Manager; or
    2. Customer contacts the Bank by telephone to submit the complaint through DBSI Customer Centre at 0804 1500 327 or 1500327  or +6221 29852800 (from outside Indonesia). Our Customer Centre is available 24 hours a day, seven days a week.
    3. Customer contacts the Bank via menu Live Chat in digibank by DBS Application.

Verbal complaint shall be handled and settled within 5 (five) business days since complaint received date. If it takes more than 5 (five) business days to handle and settle the complaint, Bank shall inform customer to submit written complaint.

  • Written complaint:
    Written complaint can be submitted by letter, facsimile or email by enclosing copy of identity and other supporting documents. Written complaint shall be settled within 20 (twenty) business days since complaint received by Bank. In certain conditions, Bank may extend complaint settlement period up to maximum the following 20 (twenty) business days by giving written notification of such extension to customer before the first 20 (twenty) business days period expires.

Confidentiality of Customer Data
Bank shall maintain data confidentiality of customer, who submits complaint, from any party, except:

  • To the Financial Service Authority;
  • In the framework of complaint settlement;
  • Required by the law and regulations; and/or
  • Other party with approval from the respective customer.

If Bank has made efforts to settle the complaint but customer cannot accept such settlement or the settlement process has exceeded the deadline as stated above, customer may proceed the complaint through Banking Mediation.