Bank Indonesia Regulation Concerning Resolution of Customer Complaints

This regulation deems it necessary to stipulate the resolution of customer complaints in Indonesia. The regulation intends to protect and preserve public confidence in banking institutions. The resolution stipulates that banks should:

• Resolve each complaint lodged by a customer, and have a policy and written procedures for doing so;
• Inform the public about their complaint-resolution unit;
• Accept the complaint lodged by a customer and explain the complaint resolution policy to the customer;
• Maintain records of every complaint it receives;
• Address the complaint within twenty days of its receipt;
• Provide information on the status of the complaint whenever the customer asks for an explanation;
• Administer all documents pertaining to the receipt, handling and resolution of complains;
• Have an internal reporting mechanism on complaint resolution;
• Submit quarterly reports on complaint handling to Bank Indonesia.

The resolution concludes by:

• Listing punitive actions for banks that do not follow these rules;
• Exempting rural credit institutions from its provisions.