To:
Board of Directors/Management of Financial Service Business Actors, whether conducting business operations on a conventional or Sharia basis, At your location,

COPY
CIRCULAR LETTER OF THE FINANCIAL SERVICES AUTHORITY REPUBLIC OF INDONESIA NUMBER 17/SEOJK.07/2018 CONCERNING GUIDELINES FOR THE IMPLEMENTATION OF CONSUMER COMPLAINT SERVICES IN THE FINANCIAL SERVICES SECTOR

In accordance with the mandate of Financial Services Authority Regulation Number 18/POJK.07/2018 concerning Consumer Complaint Services in the Financial Services Sector (State Gazette of the Republic of Indonesia Year 2018 Number 151 and Supplement to the State Gazette of the Republic of Indonesia Number 6246), it is necessary to regulate the implementation of Consumer Complaint Services in the Financial Services Sector in this Circular Letter of the Financial Services Authority, as follows:

I. GENERAL PROVISIONS

In this Circular Letter of the Financial Services Authority, the following terms are defined:

Financial Service Business Actor, hereinafter abbreviated as PUJK, refers to Commercial Banks, Rural Banks, Securities Brokers, Investment Managers, Pension Funds, Insurance Companies, Reinsurance Companies, Financing Companies, Pawnshop Companies, Guarantee Companies, and Information Technology-Based Money Lending Service Providers, whether conducting business operations on a conventional or Sharia basis, in accordance with applicable laws and regulations in the financial services sector.
Consumer refers to the party that places funds and/or utilizes services available at the PUJK.
Consumer Representative refers to the party acting on behalf of and in the name of the Consumer based on a special power of attorney from the Consumer.
Board of Directors for PUJK or an Organ Equivalent to the Board of Directors in a Legal Entity, hereinafter referred to as the Board of Directors, is:
a. an organ that performs the management functions of the PUJK for the interests of the PUJK in accordance with the respective purposes of each PUJK and represents the PUJK both inside and outside of court in accordance with the articles of association; or b. the branch office leader and officials one level below the branch office leader for PUJKs that are branch offices of PUJKs located abroad.
Board of Commissioners for PUJK or an Organ Equivalent to the Board of Commissioners in a Legal Entity, hereinafter referred to as the Board of Commissioners, is:
a. an organ in each PUJK that plays a role in performing general and/or specific supervision functions in accordance with the articles of association and providing advice to the Board of Directors; or b. parties appointed to perform supervision functions for PUJKs that are branch offices of PUJKs located abroad.
Complaint refers to the expression of dissatisfaction by the Consumer, whether oral or written, caused by material losses and/or potential material losses, which are fair and direct to the Consumer, due to the non-fulfillment of financial transaction agreements and/or documents that have been agreed upon.
Complaint Service refers to services provided by the PUJK to strive for the resolution of Complaints in the financial services sector.
Complaint Response refers to the explanation of issues or the offer of final resolution from the PUJK to the Consumer, whether orally or in writing.
Financial Transaction refers to the utilization of financial services products and/or services offered by the PUJK and/or other parties through the PUJK.

II. PUBLICATION OF COMPLAINT HANDLING

In the implementation of Complaint Services, the PUJK must publish complaint handling information containing at least:
a. the number of Complaints received by the PUJK; b. the number of Complaints classified by the type of Financial Transaction; and
c. the percentage and status of Complaint resolution based on the classification of Complaints related to the type of Financial Transaction.
The publication of complaint handling must be conducted at least once (1) per year.
The publication of complaint handling is conducted, among others, in annual reports, the PUJK’s website, and/or other media officially managed by the PUJK.
The format of the complaint handling publication must follow the format specified in Appendix I, which is an integral part of this Circular Letter of the Financial Services Authority.

III. COMPLAINT SERVICES

The PUJK must receive Complaints submitted by Consumers orally and/or in writing.
a. Oral Complaint Reception must be conducted at least as follows:

The PUJK receives and records every Complaint submitted by the Consumer and/or Consumer Representative in the complaint reception register.
The PUJK provides an explanation to the Consumer and/or Consumer Representative regarding the brief Complaint Service procedure, including providing information on the complaint resolution timeframe via telephone, short message services (SMS), letters, electronic mail (email), facsimile, the PUJK’s website, and/or other electronic media officially managed by the PUJK.
The PUJK performs verification to ensure the accuracy of information regarding the Consumer at the time the Complaint is submitted by the Consumer and/or Consumer Representative.
The PUJK sends a confirmation of complaint receipt to the Consumer and/or Consumer Representative via telephone, short message services (SMS), letters, electronic mail (email), facsimile, the PUJK’s website, and/or other electronic media officially managed by the PUJK.
The confirmation of complaint receipt as referred to in item 4) must consist of at least the components specified in Article 11 paragraph (2) of Financial Services Authority Regulation Number 18/POJK.07/2018 concerning Consumer Complaint Services in the Financial Services Sector.
The PUJK documents the receipt of Complaints submitted orally.
b. Written Complaint Reception must be conducted at least as follows:
The PUJK receives and records every Complaint submitted by the Consumer and/or Consumer Representative in the complaint reception register.
Complaints submitted in person (walk-in) must be recorded in a complaint reception form signed by the Consumer and/or Consumer Representative.
The receipt and recording of Complaints in the complaint reception register for walk-in Complaints must be based on the complaint reception form as referred to in item 2).
The PUJK handles Complaints when the Consumer and/or Consumer Representative has completed the required documents.
The documents required by the PUJK as referred to in item 4) are:
a) Consumer and/or Consumer Representative identity, containing at least:
(1) full name of the Consumer and/or Consumer Representative; (2) address according to the Consumer and/or Consumer Representative’s identity document and other residential address (if any); and (3) telephone number of the Consumer and/or Consumer Representative that can be contacted. Examples of identity documents for individual Consumers and/or Consumer Representatives may include a valid Identity Card (KTP), Driver’s License, or Passport, including Family Card (KK) and Birth Certificate for Consumers under 17 (seventeen) years of age. For Consumers other than individual Consumers, examples of identity may include a valid Identity Card (KTP), Driver’s License, or Passport from the party authorized to represent, both inside and outside of court, in accordance with the articles of association or based on power of attorney from the represented party. b) special power of attorney; c) type and date of Financial Transaction; and d) issues complained about;
The special power of attorney as referred to in item 5) letter b) must be submitted when the Consumer delegates the complaint process to a Consumer Representative.
In the event that the Consumer and/or Consumer Representative has documents directly related to the submitted issue, the PUJK may designate such documents as required additional documents.
The PUJK provides:
a) an explanation to the Consumer and/or Consumer Representative regarding the brief Complaint Service procedure, including providing information on the complaint resolution timeframe and the issuance of a complaint receipt; and/or b) information and requests for missing documents as referred to in item 5), if the Consumer has not yet met the document requirements.
The submission of matters as referred to in item 8) to the Consumer and/or Consumer Representative may be conducted via telephone, short message services (SMS), letters, electronic mail (email), facsimile, the PUJK’s website, and/or other electronic media officially managed by the PUJK.
Examples of electronic media officially managed by the PUJK include social media accounts owned by the PUJK or other electronic media declared by the PUJK as channels for Complaint Services.
In the event that the documents as referred to in item 5) are confidential, the PUJK requests that the Consumer submit such documents through channels that can maintain document confidentiality.
The PUJK performs verification by reviewing the completeness of documents submitted by the Consumer and/or Consumer Representative.
In order to fulfill the completeness of documents from the Consumer and/or Consumer Representative, the PUJK must follow the provisions specified in Article 10 paragraphs (6) through (8) of Financial Services Authority Regulation Number 18/POJK.07/2018 concerning Consumer Complaint Services in the Financial Services Sector.
The PUJK issues a complaint receipt to the Consumer and/or Consumer Representative, either directly or indirectly.
Direct complaint receipts are issued when the Consumer and/or Consumer Representative meets face-to-face during the complaint submission process at the PUJK’s office.
Indirect issuance of receipts can be conducted via letters, electronic mail (email), facsimile, the PUJK’s website, and/or other electronic media officially managed by the PUJK.
The complaint receipt as referred to in item 13) must consist of at least the components specified in Article 12 paragraph (2) of Financial Services Authority Regulation Number 18/POJK.07/2018 concerning Consumer Complaint Services in the Financial Services Sector, which is subsequently signed or issued by employees in the Complaint Service function or unit receiving the Complaint.

Handling of Oral and Written Complaints
a. After a Complaint is received, the PUJK must take the following follow-up actions:

Internal examination of the Complaint conducted by:
a) Competent personnel, meaning the Complaint examination is performed by human resources with competence, at least:
(1) possessing knowledge of laws, regulations, policies, and procedures related to the Complaint issues; (2) capable of analyzing Complaints; and (3) capable of preparing Complaint examination reports. b) Correct, meaning the Complaint examination is conducted in accordance with procedures, including the established stages and methods of Complaint examination. c) Objective, meaning the Complaint examination is conducted without conflicts of interest, performed by:
(1) providing balanced treatment for each Complaint; (2) giving the Consumer the opportunity to explain the Complaint material; (3) giving interested parties the opportunity to provide explanations in the resolution of the Complaint (if any); (4) in the event that the Complaint involves PUJK employees who have the authority to resolve the Complaint, the handling of the Complaint must be transferred to other employees with a job level at least equal to that of the involved employee; (5) In the event that the Complaint involves the PUJK office leader where the Consumer experienced the issue, the handling of the Complaint must be resolved by employees in the Complaint Service function or unit at the PUJK’s head office or at another office with a job level at least equal to that of the involved PUJK office leader; and
analysis to ensure the validity of the Complaint.
b. Handling of Oral Complaints must be conducted at least as follows:
The PUJK takes follow-up action and resolves the Complaint in accordance with the provisions specified in Article 15 paragraph (1) of Financial Services Authority Regulation Number 18/POJK.07/2018 concerning Consumer Complaint Services in the Financial Services Sector.
In the event that the PUJK requires supporting documents for the Complaint submitted by the Consumer and/or Consumer Representative, the PUJK may request the Consumer and/or Consumer Representative to submit the Complaint in writing, attaching the necessary supporting documents.
The request for documents as referred to in item 2) must be made before the complaint resolution timeframe expires.
The Complaint as referred to in item 2) must be followed up by the PUJK following the procedures and timeframes for written Complaint Services as specified in Article 16 of Financial Services Authority Regulation Number 18/POJK.07/2018 concerning Consumer Complaint Services in the Financial Services Sector.
The PUJK documents the handling of Complaints submitted orally.
c. The PUJK handles Written Complaints by taking follow-up action and resolving the Complaint in accordance with the provisions specified in Article 16 of Financial Services Authority Regulation Number 18/POJK.07/2018 concerning Consumer Complaint Services in the Financial Services Sector.

Rejection of Complaints
a. The PUJK may reject handling of Complaints as specified in Article 19 of Financial Services Authority Regulation Number 18/POJK.07/2018 concerning Consumer Complaint Services in the Financial Services Sector. b. In the event that a Complaint is submitted orally, the PUJK must communicate the rejection of the Complaint orally and/or in writing, accompanied by clear and detailed reasons for rejection.
c. In the event that a Complaint is submitted in writing, the PUJK must communicate the rejection of the Complaint in writing, accompanied by clear and detailed reasons for rejection.
d. In the event that the PUJK handles Complaints as referred to in letter a), the PUJK may establish a timeframe for follow-up and resolution of the Complaint. e. In the event that a timeframe is established as referred to in letter d), the PUJK must inform the Consumer and/or Consumer Representative of the established complaint resolution timeframe.
In the resolution of Complaints, at least the following methods must be used:
a. The PUJK provides Complaint Responses as specified in Article 21 of Financial Services Authority Regulation Number 18/POJK.07/2018 concerning Consumer Complaint Services in the Financial Services Sector. b. Complaint Responses as referred to in letter a) consist of:

Issue Explanation, meaning the Complaint Response is provided when there is no error by the PUJK causing losses and/or potential losses to the Consumer; or
Resolution Offer, meaning the Complaint Response is provided when there is an error by the PUJK causing losses and/or potential losses to the Consumer.
c. Resolution Offers as referred to in letter b) item 2) may include, among others, the issuance of apologies, offers of compensation (redress/remedy), and/or product and/or service improvements.
d. In the event that the PUJK provides compensation as referred to in letter c), the requirements must include at least:
the Consumer has fulfilled their obligations; and
compensation is provided considering the material losses and/or potential material losses, which are fair and direct to the Consumer.
e. The PUJK handles Consumer and/or Consumer Representative objections as specified in Article 24 paragraph (1) of Financial Services Authority Regulation Number 18/POJK.07/2018 concerning Consumer Complaint Services in the Financial Services Sector. f. The PUJK reviews new documents submitted by the Consumer and/or Consumer Representative to ensure that such documents may result in a change to the Complaint Response. g. In the event that, based on the review as referred to in letter f), new documents submitted by the Consumer and/or Consumer Representative do not affect the Complaint Response, the PUJK may reject the Complaint following the procedures specified in item 3. h. The PUJK resolves objections within the timeframe specified in Article 24 paragraph (2) of Financial Services Authority Regulation Number 18/POJK.07/2018 concerning Consumer Complaint Services in the Financial Services Sector.

The PUJK must administer Complaint Services containing at least the following information:
a. Consumer identity; b. Complaint material; and
c. actions taken to resolve the Complaint.
The Board of Directors of the PUJK must establish written procedures for Complaint Services.
The Board of Commissioners of the PUJK must ensure that the Board of Directors of the PUJK has written procedures for Complaint Services.
The PUJK must ensure that all employees:
a. in the Complaint Service function or unit; and b. who interact directly with Consumers, know the Complaint Service procedures and can provide accurate information regarding the brief Complaint Service procedure to Consumers.

IV. ESTABLISHMENT OF COMPLAINT SERVICE FUNCTIONS OR UNITS

The PUJK must establish a Complaint Service function or unit to implement Complaint Services at every PUJK office.
The Complaint Service function or unit at the head office is directly responsible to the Board of Directors.
The Complaint Service function or unit must have access to other functions related to its duties to serve and resolve Complaints.
The Complaint Service function or unit at the head office must be led by an official at least one (1) level below the Board of Directors.
In the event that the Complaint Service function or unit at the head office is led by an official one (1) level below the Board of Directors, the appointment of the official responsible for the Complaint Service function or unit must be stipulated in a Board of Directors decision letter.
The official appointed by the Board of Directors as referred to in item 5) may hold concurrent positions with officials from other functions or units, except for compliance, risk management, and internal audit functions or units.
The leader of the Complaint Service function or unit at the head office as referred to in item 4) is responsible for the Complaint Service function or unit at all PUJK offices.
The Complaint Service function or unit may have different organizational structures at each PUJK office.
Example: The PUJK establishes a Complaint Service unit at the PUJK Head Office and establishes a Complaint Service function at the PUJK branch offices.
The Board of Directors of the PUJK must establish the duties and authorities of the Complaint Service function or unit at each PUJK office in the Complaint Service procedures. These authorities must ensure that Complaints are resolved effectively within the established timeframe.
The duties and authorities of the Complaint Service function or unit at offices other than the head office must include at least:
a. receiving Complaints; b. recording Complaints; and
c. explaining the brief Complaint Service procedure.

V. HUMAN RESOURCE DEVELOPMENT

The implementation of duties by the Complaint Service function or unit must be performed by employees who have the competence to conduct Complaint Services effectively and efficiently.
The PUJK must provide Complaint Service training to employees in the Complaint Service function or unit who interact directly with consumers before assigning such employees.
The PUJK must provide periodic Complaint Service training to employees in the Complaint Service function or unit.
The PUJK must provide Complaint Service training to employees other than those referred to in item 3) at least once (1) during their employment period.
The training material for Complaint Services for employees in the Complaint Service function or unit must include at least:
a. Complaint Service procedures, consisting of:

Complaint reception;
Complaint handling; and
Complaint resolution;
b. the primary duties of the Complaint Service function or unit;
c. knowledge of financial services products and/or services provided and/or issued by the PUJK; and
d. ethics and communication procedures with Consumers.

The PUJK must evaluate the process and impact of Complaint Service training implementation.
The evaluation as referred to in item 6) is conducted, among others, to determine the level of employee understanding and the relevance of training materials.
The PUJK must take follow-up action on the results of training evaluations through the refinement of training materials and methods.

VI. MONITORING OF COMPLAINT SERVICE PROCESSES

The PUJK must provide information regarding the status of Complaint handling when the Consumer and/or Consumer Representative requests an explanation from the PUJK regarding their submitted Complaint through the Complaint Service channels provided by the PUJK.

VII. SUSTAINABLE COMPLAINT SERVICE MAINTENANCE AND IMPROVEMENT MANAGEMENT

Sustainable complaint service maintenance and improvement management includes, among others:

Information collection, conducted by the PUJK by collecting, recording, identifying, classifying, and managing incoming Complaints.
Analysis, evaluation, and reporting of Complaint Services, conducted by the PUJK at least for:
a. identification of the root cause of complaints, trends, and the majority of issues frequently submitted by Consumers and/or Consumer Representatives. b. evaluation of:

the performance and effectiveness of Complaint Services;
the effectiveness of actions to mitigate risks; and
the need for quality improvements in the Complaint Service system.
c. Monitoring of Complaint Service processes, required resources, and Complaints requiring attention.

The evaluation as referred to in item 2) letter b) may also be conducted on:
a. the compliance of financial services products and/or services; and/or b. the performance of external parties related to Complaint Services.
Complaint handling audits, conducted by the PUJK regularly to evaluate the implementation of Complaint Services.
Complaint handling audit activities can be conducted as part of other audit processes related to the Complaint handling process. Audit results must be considered in management reviews to identify issues and improvements to the Complaint Service process.
Management review, conducted by the PUJK management by reviewing audit report results and other information and determining follow-up steps for Complaint handling.
Continuous improvement, conducted by the PUJK by implementing follow-up actions from management reviews as referred to in item 4) to increase the effectiveness and efficiency of the Complaint handling process.

VIII. CONSUMER COMPLAINT SERVICES REPORTING

Preparation of Complaint Service Reports
a. The Board of Directors of the PUJK must assign the Complaint Service function or unit to prepare Complaint Service reports. b. The Complaint Service function or unit must prepare Complaint Service reports as referred to in letter a) periodically.
c. The Complaint Service reports as referred to in letter a) are prepared for the purposes of:

internal Complaint Service reporting; and
quarterly Complaint Service reporting to the Financial Services Authority.
d. Internal Complaint Service reporting as referred to in letter c) item 1) is created internally using the existing report formats/forms at each PUJK. e. Reports on Complaint Services to the Financial Services Authority as referred to in letter c) item 2) must contain at least:
the type of products and/or services and issues complained about;
Complaints resolved during the reporting period;
the causes of Complaints; and
Negative Publication of Complaints.
f. Negative Publication of Complaints as referred to in letter e number 4) contains Complaints that are unfinished and not completed. g. Unfinished Complaints are Complaints that are still in the process of handling. Not Completed Complaints are Complaints that have received a Complaint Response, but the Consumer submits an objection by submitting new documents that may result in a change to the Complaint Response. h. The Board of Directors of the Financial Service Business Entity is responsible for the content of the Complaint Service Report as referred to in letter e.
i. The format of the report and the procedure for filling out the Complaint Service Report as referred to in letter e are carried out according to the format contained in Appendix II, which is an inseparable part of this Financial Services Authority Circular.

Submission of Complaint Service Reports to the Financial Services Authority
a. The Board of Directors of the Financial Service Business Entity ensures the submission of the Complaint Service Report to the Financial Services Authority. b. The submission of the Complaint Service Report is carried out as referred to in Article 43 paragraph (4) of Financial Services Authority Regulation Number 18/POJK.07/2018 concerning Consumer Complaint Services in the Financial Services Sector through an electronic reporting system provided by the Financial Services Authority.
c. In the event that:

the electronic reporting system as referred to in letter b experiences technical problems;
the communication facilities of the Financial Service Business Entity related to the electronic reporting system experience disruption; or
the Financial Service Business Entity does not yet have communication facilities so that it cannot submit reports through the electronic reporting system,

This copy is in accordance with the original Director of Law 1 Legal Department signed Yuliana

the report is submitted manually (offline) accompanied by written notification and sent to the OJK via a letter addressed to the OJK c.q. Executive Head of the Supervision Division according to the industry of each Financial Service Business Entity c.q. the work unit carrying out the respective supervision functions for each Financial Service Business Entity, with a copy to the work unit in the Field of Education and Consumer Protection. d. The imposition of administrative sanctions in the form of fines, namely the obligation to pay a certain amount of money for late submission of the Complaint Service Report, does not eliminate the obligation of the Financial Service Business Entity to submit the Complaint Service Report.

IX. CLOSING PROVISIONS

At the time this Financial Services Authority Circular takes effect, Financial Services Authority Circular Number 2/SEOJK.07/2018 concerning Services and Resolution of Consumer Complaints on Financial Service Business Entities is revoked and declared invalid.
The provisions in this OJK Circular take effect on March 10, 2019.

Established in Jakarta on December 6, 2018

MEMBER OF THE COMMISSIONERS BOARD
FOR EDUCATION AND
CONSUMER PROTECTION
FINANCIAL SERVICES AUTHORITY
REPUBLIC OF INDONESIA, signed
TIRTA SEGARA

APPENDIX I
FINANCIAL SERVICES AUTHORITY CIRCULAR
NUMBER 17 /SEOJK.07/2018
CONCERNING
GUIDELINES FOR THE IMPLEMENTATION OF CONSUMER COMPLAINT SERVICES IN THE FINANCIAL SERVICES SECTOR

This copy is in accordance with the original Director of Law 1 Legal Department signed Yuliana

NEGATIVE PUBLICATION OF COMPLAINT HANDLING
PERIOD: .................... to ........................ Year .................
NAME OF FINANCIAL SERVICE BUSINESS ENTITY: ...........................................
No.
Financial Transaction Type
Completed *) In Process ) Not Completed *)
Total
Complaints Total Percentage Total Percentage Total Percentage TOTAL Notes:
*) The Completed column is filled if the Complaint has been given a Complaint Response by the FSBE and if:

The Consumer gives approval for the Complaint Response;
The Consumer does not submit an objection; or
The Consumer submits an objection but the FSBE rejects the Consumer's objection.
) The In Process column is filled if:
The Complaint is currently being processed.
The Complaint has been given a Complaint Response by the FSBE but the Consumer submits an objection and the FSBE is currently handling the said objection.
*) The Not Completed column is filled if the Complaint has been given a Complaint Response by the FSBE but the Consumer submits an objection and the FSBE has not yet decided to handle the said objection.

Established in Jakarta on December 6, 2018

MEMBER OF THE COMMISSIONERS BOARD
FOR EDUCATION AND
CONSUMER PROTECTION
FINANCIAL SERVICES AUTHORITY
REPUBLIC OF INDONESIA, signed
TIRTA SEGARA

APPENDIX II
FINANCIAL SERVICES AUTHORITY CIRCULAR
REPUBLIC OF INDONESIA
NUMBER 17 /SEOJK.07/2018
CONCERNING
GUIDELINES FOR THE IMPLEMENTATION OF CONSUMER COMPLAINT SERVICES IN THE FINANCIAL SERVICES SECTOR

FILLING INSTRUCTIONS
COMPLAINT SERVICE REPORT
These filling instructions explain the preparation of the Complaint Service Report, as follows:

format for the type of product and complaints reported (Table 1);
format for complaints resolved within the reporting period (Table 2);
format for the cause of complaints (Table 3); and
format for negative publication of complaints (Table 4).

General
The Complaint Service Report sections I to III are filled with quantities (numbers) of Complaints, namely the number of Complaints received, handled, and resolved during the reporting period (including the number of Complaints from previous reporting periods that were not completed). Subsequently, section IV is filled with quantities (numbers) of negative publication of complaints specifically related to Complaints that have been received, whether unfinished or not completed (referring to the definition of Unfinished and Not Completed Complaints as referred to in Roman VIII letter g of this Financial Services Authority Circular) and known by the FSBE. Example:
In Banking, if in the reporting period July to September 2018 there were 40 complaints regarding savings with a complaint value of Rp300,000,000.00 (three hundred million rupiah), then the number entered into the report is 40.

Specific
Section I: Type of Product and/or Service and Issues Complained About
Technically, filling in this section is done by summing the Complaints received during the reporting period.

Type of Product and/or Service
The financial service products and/or services present in each type of financial service product and/or service in the FSBE that are general. The FSBE selects the financial service products and/or services listed in the attachment of this report format according to its industry. Example:
An Insurance Company selects the financial service products and/or services listed in the format of the Complaint Service Report for Insurance Companies. If the financial service product and/or service is not listed in the attachment of this report format, the FSBE selects one of the following options:

a. in the format of the Complaint Service Report for General/Sharia Banks and Rural Banks/Sharia Rural Banks

Other Fund Collection;
Other Fund Disbursement;
Other Payment Systems; or
Other Cooperative Products.
b. In the format of the Complaint Service Report for Insurance Companies, select "other activities".
c. In the format of the Complaint Service Report for Securities Brokers and Investment Managers, select "other activities".
d. In the format of the Complaint Service Report for Financing Institutions, select "other financing approved by OJK". e. In the format of the Complaint Service Report for Pension Funds, select "other activities". f. In the format of the Complaint Service Report for Pawnshop Companies, Guarantee Companies, and Information Technology-Based Money Lending Service Providers, select "other activities".

Category of Issues
The FSBE fills in the Category of Issues column by selecting one of the categories listed in the format of the Complaint Service Report. In the event that the category of issues experienced is not listed in the "Category of Issues" column of this report format, the FSBE writes as follows:
"other: ...(describe the issue)".
Example:
a. If a Consumer submits a complaint regarding a deposit product concerning interest rates that do not match, the FSBE fills in the Complaint Service Report as follows:
Type of Product and/or Service | Category of Issues Deposit | Interest/Dividend/Margin Profit

b. If a Consumer submits a complaint regarding a health insurance product concerning the amount of a rejected claim payout, the FSBE fills in the Complaint Service Report as follows:
Type of Product and/or Service | Category of Issues Life Insurance in the form of Health Insurance | Rejected Claim Payout

c. If a Consumer submits a complaint regarding an investment financing product in the form of lease financing concerning fines/penalties imposed, the FSBE fills in the Complaint Service Report as follows:
Type of Product and/or Service | Category of Issues Investment Financing in the form of Lease Financing | Fines/Penalties

d. If a Consumer submits a complaint regarding a securities transaction product in the form of stock transactions concerning the purchase of PT ABC shares by the Securities Company without the investor's knowledge, the FSBE fills in the Complaint Service Report as follows:
Type of Product and/or Service | Category of Issues Securities Transactions in the form of Stock Transactions | Unauthorized Transaction by Consumer

e. If a Consumer submits a complaint regarding the disbursement of loan funds with collateral based on pledge law concerning the auction of collateral goods that do not match the procedure, the FSBE fills in the Complaint Service Report as follows:
Type of Product and/or Service | Category of Issues Disbursement of Loan Funds with collateral based on pledge law | Auction

In the event that there is 1 (one) Complaint that involves several categories of issues that are interrelated, the FSBE only needs to fill in the quantity (number) of Complaints that are the main issue. Example:
A Consumer submits a complaint regarding a multi-purpose financing product in the form of lease financing concerning installments that have been paid but not yet received by the FSBE, so that the Consumer is charged a late payment penalty. The FSBE fills in the Complaint Service Report as follows:
Type of Product and/or Service | Category of Issues Multi-Purpose Financing in the form of Lease Financing | Failure/Late Transaction

Number of Complaints
In column (b), it will be filled automatically when the FSBE fills in the quantity (number) of Complaints for each resolution status present in columns (c) to (e).
Resolution Status
In columns (c) to (e), the FSBE fills in the quantity (number) of Complaints for each type of product and/or service per category of issue based on the resolution status of the Complaint. Types of resolution status:
a. Resolution status "Completed" (column c) if the Complaint has been given a Complaint Response by the FSBE and:

The Consumer gives approval for the Complaint Response;
The Consumer does not submit an objection; or
The Consumer submits an objection but the FSBE rejects the Consumer's objection.
b. Resolution status "Not Completed" (column d) if the Complaint has been given a Complaint Response by the FSBE but the Consumer submits an objection and the FSBE has not yet decided to handle the said objection.
c. Resolution status "In Process" (column e) if:
The Complaint is currently being processed.
a) Oral Complaints are categorized as being in process counted from when they are received by the FSBE; or b) Written Complaints are categorized as being in process counted from when the documents directly related to the Complaint are received completely.
The Complaint has been given a Complaint Response by the FSBE but the Consumer submits an objection and the FSBE is currently handling the said objection.

Section II: Complaints Resolved within the Reporting Period
Technically, filling in this section is done by summing all Complaints that have been resolved in the reporting period, whether received in that period or in previous periods.

Complaints received in previous reporting periods
The Number of Complaints is filled with the quantity (number) of Complaints received in the previous reporting period but could not be resolved in that reporting period. The Number of Complaints is divided into the number of Complaints that have been resolved, and Complaints that are currently in the process of resolution. Example:
If in the reporting period for the third quarter of 2018 there were:
a. Already resolved
35 (thirty-five) Complaints that could not be resolved by the FSBE in the third quarter of 2018 reporting and could only be resolved with the submission of a Complaint Response and the Consumer did not submit an objection to the Complaint Response, with details:
- October 2018 amounted to 15 (fifteen) Complaints (Oral Complaints resolved within 5 working days or Written Complaints resolved within less than 20 working days from when the documents directly related to the Complaint were received completely);
- October 2018 amounted to 15 (fifteen) Complaints (resolved in more than 20 working days but less than 40 working days from when the documents directly related to the Complaint were received completely); and
- November 2018 amounted to 5 (five) Complaints (resolved in more than 40 working days from when the documents directly related to the Complaint were received completely),
  then in the reporting period for the fourth quarter of 2018, the FSBE fills in sub-section number 1 letter a with:
- 15 Complaints in column (a);
- 15 Complaints in column (b); and
- 5 Complaints in column (c);
  b. Currently in the process of resolution
  3 (three) Complaints that could not be resolved by the FSBE because they were still in the process of resolution until the FSBE submitted the fourth quarter 2018 Complaint Service Report, with details:
- 3 (three) Complaints (Complaints currently in process have been handled for a period of more than 40 working days from when the documents directly related to the Complaint were received completely),
  then in the reporting period for the fourth quarter of 2018, the FSBE fills in sub-section number 1 letter b with:
- 3 Complaints in column (c).
Complaints received in the reporting period
The Number of Complaints is filled with the quantity (number) of Complaints received in the reporting period, which is divided into the number of Complaints that have been resolved, and Complaints that are currently in the process of resolution.

Example:
If in the reporting period for the fourth quarter of 2018 there were:
a. Already resolved
30 (thirty) Complaints that have been resolved by the FSBE with the submission of a Complaint Response and the Consumer did not submit an objection to the Complaint Response, with details:

October 2018 amounted to 15 (fifteen) Complaints (Oral Complaints resolved within 5 working days or Written Complaints resolved within less than 20 working days);
December 2018 amounted to 5 (five) Complaints (Written Complaints resolved within less than 20 working days);
November 2018 amounted to 5 (five) Complaints (resolved in more than 20 working days but less than 40 working days); and
December 2018 amounted to 5 (five) Complaints (resolved in more than 40 working days),
then in the reporting period for the fourth quarter of 2018, the FSBE fills in sub-section number 2 letter a with:
20 Complaints in column (a);
5 Complaints in column (b); and
5 Complaints in column (c);
b. Currently in the process of resolution
20 Complaints that could not be resolved by the FSBE because they were still in the process of resolution, with details:
Received on December 18, 2018 amounted to 10 (ten) Complaints and not resolved until the end of the fourth quarter 2018 reporting period;
Received on November 19, 2018 amounted to 7 (seven) Complaints and not resolved until the end of the fourth quarter 2018 reporting period; and
Received on October 24, 2018 amounted to 3 (three) Complaints and not resolved until the end of the fourth quarter 2018 reporting period;

then in the reporting period for the fourth quarter of 2018, the FSBE fills in sub-section number 2 letter b with:

10 Complaints in column (a);
7 Complaints in column (b); and
3 Complaints in column (c).

Section III: Cause of Complaints
The Cause of Complaints is filled with the results of the FSBE's analysis regarding the causes of Complaints submitted by Consumers, whether originating from weaknesses present in the FSBE, Consumer caution factors, or other factors outside the control of the FSBE and Consumer, such as communication failures causing transaction failures. The total number of Complaints in this section must be equal to the total quantity (number) of Complaints in the type of product and/or service in Section I. If the cause of the Complaint cannot be classified into one of the existing criteria, the FSBE groups the cause of the Complaint into the "other" criterion and mentions the type of cause of the Complaint.

Section IV: Negative Publication of Complaints
Negative Publication of Complaints is filled with the results of the FSBE's monitoring of negative publication of complaints in various media related to:

Complaints that are still in the process of handling; and
Complaints that have received a Complaint Response, but the Consumer submits an objection by submitting new documents that may result in a change to the Complaint Response,
among others through letters to the editor, magazine articles, television coverage, emails not addressed to the FSBE concerned, or other forms of negative publication of complaints.

TABLE OF CONTENTS
EXAMPLES OF ASSISTANCE IN FILLING OUT THE COMPLAINT SERVICE REPORT
GENERAL/SHARIA BANKS AND RURAL BANKS/S...............................................11
FINANCING INSTITUTIONS.................................................................23
INSURANCE COMPANIES ....................................................29
SECURITIES BROKERS AND INVESTMENT MANAGERS............35
PENSION FUND COMPANIES .......................................................40
PAWNSHOP COMPANIES, GUARANTEE COMPANIES, AND
INFORMATION TECHNOLOGY-BASED MONEY LENDING SERVICE PROVIDERS ................................................................43

COMPLAINT SERVICE REPORT
GENERAL/SHARIA BANKS AND RURAL BANKS/S
PERIOD: .................... to ........................ Year .................
NAME OF FINANCIAL SERVICE BUSINESS ENTITY: ...........................................
SECTION I: TYPE OF PRODUCT AND/OR SERVICE AND ISSUES COMPLAINED ABOUT
No. and/or
Financial Service Product and/or Service
Category of Issues
Total
Resolution Status
Completed
Not Completed
In Process
(a) (b) (c) (d) (e)

Current Account 1.1 Interest/Dividend/Margin Profit
1.2 Fines/Penalties
1.3 Administrative Fees/Provision/Transaction
1.4 Failure/Late Transaction
1.5 Payout not matching order/specimen
1.6 Account Closure
1.7 Request for refund
1.8 Account Balance
1.9 Debiting account without approval
1.10 Fraud, deception, fraud by employees and/or third parties
1.11 Other:...(describe)
Deposit 2.1 Interest/Dividend/Margin Profit
2.2 Fines/Penalties
2.3 Administrative Fees/Provision/Transaction
2.4 Failure/Late Transaction
2.5 Delay/Rejection of Payout
2.6 Opening without/not matching approval

No. and/or
Financial Service Product and/or Service
Category of Issues
Total
Resolution Status
Completed
Not Completed
In Process
(a) (b) (c) (d) (e)
2.7 Payout without/not matching approval
2.8 Other:...(describe)
3. Savings 3.1 Interest/Dividend/Margin Profit
3.2 Penalties
3.3 Administrative Fees/Provision/Transaction
3.4 Failure/Late Transaction
3.5 Account Balance
3.6 Debiting account without approval
3.7 Blocking/Closure/Change of account unilaterally
3.8 Repayment of Hajj Service Costs (BPIH)
3.9 Other:...(describe)
4. Obligations to
Other Banks 4.1 Interest/Dividend/Margin Profit
4.2 Penalties
4.3 Administrative Fees/Provision/Transaction
4.4 Failure/Late Transaction
4.5 Account Balance
4.6 Other:...(describe)
5. Other Fund Collection
(describe)...
6. Credit/
Investment Financing 6.1 Interest/Dividend/Margin Profit
6.2 Fines/Penalties
6.3 Administrative Fees/Provision/Transaction
6.4 Failure/Late Transaction

No. and/or
Financial Service Product and/or Service
Category of Issues
Total
Resolution Status
Completed
Not Completed
In Process
(a) (b) (c) (d) (e)
6.5 Total Billing
6.6 Collateral/Guarantee Issues
6.7 Objection to unilateral provision of facilities
6.8 Consumer Information Service System
6.9 Fraud, deception, fraud by employees and/or third parties
6.10 Other:...(describe)
7. Credit/
Working Capital Financing 7.1 Interest/Dividend/Margin Profit
7.2 Fines/Penalties
7.3 Administrative Fees/Provision/Transaction
7.4 Failure/Late Transaction
7.5 Total Billing
7.6 Collateral/Guarantee Issues
7.7 Objection to unilateral provision of facilities
7.8 Financial Information Service System
7.9 Fraud, deception, fraud by employees and/or third parties
7.10 Other:...(describe)
8. Credit/
Motor Vehicle Financing 8.1 Interest/Dividend/Margin Profit
8.2 Fines/Penalties
8.3 Administrative Fees/Provision/Transaction
8.4 Failure/Late Transaction
8.5 Total Billing
8.6 Collateral/Guarantee Issues

No. and/or
Financial Service Product and/or Service
Category of Issues
Total
Resolution Status
Completed
Not Completed
In Process
(a) (b) (c) (d) (e)
8.7 Objection to unilateral provision of facilities
8.8 Financial Information Service System
8.9 Fraud, deception, fraud by employees and/or third parties
8.10 Collection Officer Behavior
8.11 Other:...(describe)
9. Credit/
House/Apartment Ownership Financing 9.1 Interest/Dividend/Margin Profit
9.2 Fines/Penalties
9.3 Administrative Fees/Provision/Transaction
9.4 Failure/Late Transaction
9.5 Total Billing
9.6 Collateral/Guarantee Issues
9.7 Objection to unilateral provision of facilities
9.8 Financial Information Service System
9.9 Fraud, deception, fraud by employees and/or third parties
9.10 Collection Officer Behavior
9.11 House/Apartment Handover Issues
9.12 Other:...(describe)
10. Unsecured Credit 10.1 Interest/Dividend/Margin Profit
10.2 Fines/Penalties
10.3 Administrative Fees/Provision/Transaction

No. and/or
Financial Service Product and/or Service
Category of Issues
Total
Resolution Status
Completed
Not Completed
In Process
(a) (b) (c) (d) (e)
10.4 Failure/Late Transaction
10.5 Total Billing
10.6 Objection to unilateral provision of facilities
10.7 Financial Information Service System
10.8 Fraud, deception, fraud by employees and/or third parties
10.9 Collection Officer Behavior
10.10 Other:...(describe)
11. Placement in
Other Banks 11.1 Interest/Dividend/Margin Profit
11.2 Fines/Penalties
11.3 Administrative Fees/Provision/Transaction
11.4 Failure/Late Transaction
11.5 Total Billing/Account Balance
11.6 Other:...(describe)
12. Other Fund Disbursement 12.1 Interest/Dividend/Margin Profit
12.2 Fines/Penalties
12.3 Administrative Fees/Provision/Transaction
12.4 Failure/Late Transaction
12.5 Total Billing/Account Balance
12.6 Other:...(describe)
13. ATM/Debit Card/
ATM Machine 13.1 Administrative Fees/Transaction
13.2 Failure/Late/Inaccuracy of Transaction (e.g.: withdraw/deposit)

No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)
13.3 ATM Card
swallowed/cannot be used
13.4 ATM Machine
broken
13.5 Others:…(specify)
14. Credit Card 14.1 Interest/Profit Sharing
14.2 Fines/Penalties
14.3 Administrative Fees/
Provision/Transaction
14.4 Failure/delay
of transaction
14.5 Amount
of bills/transaction disputes
14.6 Financial
Information Service System
14.7 Blocking/Closure/
account changes unilaterally
14.8 Account take over and
card activated by third party
14.9 Fraud application
14.10 Behavior of
collection officers
14.11 Others:…(specify)
15. Prepaid
Card
15.1 Administrative Fees/
Provision/Transaction
15.2 Failure/delay
of transaction
15.3 Amount of bills/account
balance
15.4 Others:…(specify)
16. Direct Debit 16.1 Fines/Penalties
16.2 Administrative Fees/
Provision/Transaction
16.3 Failure/delay
of transaction
16.4 Amount of bills/account
balance
16.5 Others:…(specify)

No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)
17. Standing
Instruction
17.1 Fines/Penalties
17.2 Administrative Fees/
Provision/Transaction
17.3 Failure/delay
of transaction
17.4 Amount of bills/account
balance
17.5 Others:…(specify)
18. Travellers
Cheque
18.1 Fines/Penalties
18.2 Administrative Fees/
Provision/Transaction
18.3 Failure/delay
of transaction
18.4 Amount of bills/account
balance
18.5 Others:…(specify)
19. Clearing
(Transfer)/
Remittance
19.1 Administrative Fees/
Provision/Transaction
19.2 Failure/delay
of transaction
19.3 Amount of clearing/
transfer transactions
19.4 Others:…(specify)
20. RTGS 20.1 Administrative Fees/
Provision/Transaction
20.2 Amount of RTGS
transactions
20.3 Failure/delay
of transaction
20.4 External fraud and
Bank negligence
20.5 Others:…(specify)
21. Electronic
Banking
21.1 Fines/Penalties
21.2 Administrative Fees/
Provision/Transaction
21.3 Failure/delay
of transaction
21.4 Amount of bills/account
balance
21.5 Fraud, deception,
fraud by employees and/or third parties
21.6 Others:…(specify)

No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)
22. Giro Cheque 22.1 Administrative Fees/
Provision/Transaction
22.2 Failure/
delay of transaction
22.3 Others:…(specify)
23. Other
Payment
Systems
23.1 Existence of
transaction
23.2 SWIFT does not match
the purpose of sending
23.3 Others:…(specify)
24. Bancassurance 24.1 Interest/Profit
Sharing/Margin
Profit
24.2 Fines/Penalties
24.3 Administrative Fees/
Provision/Transaction
24.4 Failure/
delay of transaction
24.5 Amount of bills/account
balance
24.6 Rejection of claims by
insurance
24.7 Others:…(specify)
25. Mutual Funds 25.1 Not receiving
reports/statements;
25.2 Delay in receiving funds from
Redemption of Mutual Funds
(redemption)
25.3 Amount of NAV, UP or
NAV/UP
25.4 Unauthorized
transaction
25.5 Failure/
delay of transaction
25.6 Amount of account
balance
25.7 Others:…(specify)
26. Portfolio
Management
For
Client
Interests
…(Specify)

No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)
Individually
(KPD)
27. Other
Cooperative
Products
…(Specify)
28. Bank Guarantee 28.1 Interest/Profit
Sharing/Margin
Profit
28.2 Fines/Penalties
28.3 Administrative Fees/
Provision/Transaction
28.4 Failure/
delay of transaction
28.5 Collateral/Guarantee
Issues
28.6 Claim Rejection
28.7 Others:…(specify)
29. Derivatives 29.1 Interest/Profit
Sharing/Margin
Profit
29.2 Fines/Penalties
29.3 Administrative Fees/
Provision/Transaction
29.4 Failure/
delay of transaction
29.5 Amount of bills/account
balance
29.6 Others:…(specify)
30. Wealth
Management
30.1 Interest/Profit
Sharing/Margin
Profit
30.2 Fines/Penalties
30.3 Administrative Fees/
Provision/Transaction
30.4 Failure/
delay of transaction
30.5 Amount of bills/account
balance
30.6 Others:…(specify)
31. Safe Deposit
Box
31.1 Fines/Penalties
31.2 Administrative Fees/
Provision/Transaction

No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)
31.3 Fire/
Loss of goods
31.4 Others:…(specify)
32. Trade
Finance/Letter of Credit
32.1 Interest/Profit
Sharing/Margin
Profit
32.2 Fines/Penalties
32.3 Administrative Fees/
Provision/Transaction
32.4 Failure/
delay of transaction
32.5 Amount of bills/account
balance
32.6 Others:…(specify)
33. Commercial
Paper
33.1 Failure/
delay of transaction
33.2 Others:…(specify)
34. SMS Banking 34.1 Administrative Fees/
Provision/Transaction
34.2 Failure/
delay of transaction
34.3 Others:…(specify)
35. Structured
Product
35.1 Transaction
35.2 Others:…(specify)
36. Trust 36.1 Transaction
36.2 Others:…(specify)
37. Foreign
Currency
37.1 Transaction
37.2 Inconsistency of
exchange rate
37.3 Others:…(specify)

Total
≤ 20 Working
Days
20 Working Days < X ≤
40 Working Days

40 Working Days
or exceeding the set time frame
(a) (b) (c)

Complaints Received
In Previous Reporting Period a. have been resolved b. are in the process of resolution SUB TOTAL
Complaints Received
in the Reporting Period a. have been resolved b. are in the process of resolution SUB TOTAL TOTAL
PART III: CAUSES OF COMPLAINTS
No. Description Amount
Consumer understanding of product characteristics
Inadequate product information
Disruption/damage to devices and systems
information technology
Change/termination of agreement/contract
Consumer Negligence
FSBU Negligence
FSBU Criminal Acts
Others (specify) ………..
TOTAL

No. Description Amount

Consumer Complaints on mass media
a. print b. electronic
Print/electronic media articles
a. print b. electronic
Print/electronic media coverage
a. print b. electronic
Publications/writings in public places
Social media, email
Others (specify) ………..
TOTAL

CONSUMER SERVICE REPORT
FINANCING INSTITUTION
PERIOD: .................... to ........................ Year .................
NAME OF FINANCIAL SERVICE BUSINESS ENTITY: ...........................................
PART I: TYPE OF PRODUCT AND/OR SERVICE AND COMPLAINTS
RAISED
No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)

Financing
Investment in the form of
Lease
Financing
1.1 Interest/Profit
Sharing/Margin
Profit
1.2 Fines/Penalties
1.3 Failure/
delay of transaction
1.4 Amount of bills/principal
1.5 Fraud, deception,
fraud by employees and/or third parties
1.6 Objection to unilateral
granting of facilities
1.7 Financing Object
Insurance Issues
1.8 Issues
Collateral/Guarantee
1.9 Financial
Information Service System
1.10 Others:…(specify)
Financing
Investment in the form of Sale and Lease
Back (sale and leaseback)
(specify)…
Financing
Investment in the form of
Factoring with
Seller
Guarantee from
Receivables
3.1 Interest/Profit
Sharing/Margin
Profit
3.2 Amount of receivables
3.3 Issues
Collateral/Guarantee
3.4 Others:…(specify)

No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)
4. Financing
Investment in the form of Purchase with
Payment in installments
4.1 Interest/Profit
Sharing/Margin
Profit
4.2 Fines/Penalties
4.3 Failure/
delay of transaction
4.4 Amount of bills
4.5 Financing Object
Insurance Issues
4.6 Issues
Collateral/Guarantee
4.7 Financial
Information Service System
4.8 Objection to
additional costs/fines
4.9 Administrative Fees/
Provision/Transaction
4.10 Difference in calculation
of interest or principal
4.11 Fraud, deception,
fraud by employees and/or third parties
4.12 Others:…(specify)
5. Financing
Investment in the form of Project
Financing
(specify)…
6. Financing
Investment in the form of Infrastructure
Financing
(specify)…
7. Working Capital
Financing in the form of Sale and Lease
Back (Sale and
Leaseback)
(specify)…
8. Working Capital
Financing in the form of Factoring with
8.1 Interest/Profit
Sharing/Margin
Profit
8.2 Amount of receivables

No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)
Seller
Guarantee from
Receivables
8.3 Issues
Collateral/Guarantee
8.4 Others:…(specify)
9. Working Capital
Financing in the form of Factoring without
Seller
Guarantee from
Receivables
9.1 Interest/Profit
Sharing/Margin
Profit
9.2 Amount of receivables
9.3 Others:…(specify)
10. Working Capital
Financing in the form of
Business Capital
Facilities
10.1 Issues
collateral/guarantee
10.2 Others:…(specify)
11. Multi-purpose
Financing in the form of Lease
Financing
(specify)…
12. Multi-purpose
Financing in the form of
Purchase with
Payment in installments
12.1 Interest/Profit
Sharing/Margin
Profit
12.2 Fines/Penalties
12.3 Failure/
delay of transaction
12.4 Amount of bills
12.5 Financing Object
Insurance Issues
12.6 Issues
Collateral/Guarantee
12.7 Financial
Information Service System
12.8 Objection to
additional costs/fines
12.9 Administrative Fees/
Provision/Transaction
12.10 Difference in calculation
of interest or principal
12.11 Fraud, deception,
fraud by employees and/or third parties
12.12 Others:…(specify)

No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)
13. Other Financing
approved by OJK
(specify)…
14. Provision of
Consulting
Services
(specify)…
15. Equity Participation
Venture Capital
(specify)…
16. Participation
through purchase of convertible bonds
(specify)…
17. Purchase
of sukuk or
Sharia convertible bonds
(specify)…
18. Financing
through purchase of debt papers/sukuk
/Sharia bonds issued by business partners in the early startup stage and/or business development (specify)…
19. Productive
business financing
(specify)…
20. Financing
based on profit sharing principles
(specify)…

Total
≤ 20 Working
Days
20 Working Days < X ≤
40 Working Days

40 Working Days
or exceeding the set time frame
(a) (b) (c)

Complaints Received
In Previous Reporting Period a. have been resolved b. are in the process of resolution SUB TOTAL
Complaints Received
in the Reporting Period a. have been resolved b. are in the process of resolution SUB TOTAL TOTAL
PART III: CAUSES OF COMPLAINTS
No. Description Amount
Consumer understanding of product characteristics
Inadequate product information
Disruption/damage to devices and systems
information technology
Change/termination of agreement/contract
Consumer Negligence
FSBU Negligence
FSBU Criminal Acts
Others (specify) ………..
TOTAL

No. Description Amount

Consumer Complaints on mass media
a. print b. electronic
Media articles
a. print b. electronic
Media coverage
a. print b. electronic
Publications/writings in public places
Social media, email
Others (specify) ………..
TOTAL

CONSUMER SERVICE REPORT
INSURANCE COMPANY
PERIOD: .................... to ........................ Year .................
NAME OF FINANCIAL SERVICE BUSINESS ENTITY: .................................................
PART I: TYPE OF PRODUCT AND/OR SERVICE AND COMPLAINTS RAISED
No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)

General Insurance
in the form of Heavy
Equipment Insurance
Claim payout
rejected
Inconsistency
of calculation/ payment of claims
Difficulty in claims
Policy reinstatement
Policy endorsement
Premium Holiday
Policy inconsistency
Premium payment
Premium embezzlement
Request for
premium refund
Premium deduction
Premium rate increase
Cancellation/
closure of policy
Violation by
agent
Others:... (specify)
General Insurance
in the form of Earthquake
Insurance
General Insurance
in the form of Property
Insurance
General Insurance
in the form of Fire
Insurance
General Insurance
in the form of Motor
Vehicle Insurance
General Insurance
in the form of Travel
Insurance
General Insurance
in the form of Personal
Accident Insurance
General Insurance
in the form of
Liability Insurance
General Insurance
in the form of
Credit Insurance and
Credit Insurance for Job Loss
General Insurance
in the form of
Transportation Insurance
(Cargo)

No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)
11. General Insurance
in the form of
Surety Bond Insurance
12. General Insurance
in the form of
Ship Hull Insurance
13. General Insurance
in the form of
Aircraft Hull Insurance
14. General Insurance
in the form of
Engineering Insurance
15. General Insurance
in the form of
Money Insurance
16. General Insurance
in the form of
Property/Industrial
All Risk Insurance
17. General Insurance
in the form of
Satellite Insurance
18. General Insurance
in the form of
Marine Hull Insurance
19. General Insurance
in the form of
Aviation Insurance
20. General Insurance
in the form of
Energy Offshore Insurance
21. General Insurance
in the form of
Energy Onshore Insurance
22. General Insurance
in the form of
Engineering Insurance
23. General Insurance
in the form of
Heavy Equipment Insurance

No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)
24. General Insurance
(others)
25. Life Insurance
in the form of Term
Life Insurance

Claim payout
rejected
Inconsistency
of calculation/ payment of claims
Difficulty in claims
Policy reinstatement
Policy endorsement
Premium holiday
Policy inconsistency
Premium payment
Premium embezzlement
Request for
premium refund
Premium rate increase
Cancellation/
closure of policy
Reimbursement
payout
Delay in claims
process
Payout of old age
savings
Has not received
annuity benefits
Violation by
agent
Data is inaccurate
Objection to investment
value (unit link)
Others:... (specify)
Life Insurance
in the form of Endowment
Assurance
Life Insurance
in the form of Credit
Insurance
Life Insurance
in the form of Micro
Insurance
Life Insurance
in the form of Whole Life
Insurance
Life Insurance
in the form of Personal
Accident Insurance
Life Insurance
in the form of Health
Insurance
Life Insurance
in the form of TKI
Insurance
Life Insurance
in the form of Pension
Fund Annuity
Life Insurance
in the form of General
Annuity
Life Insurance
in the form of Critical
Illness Insurance
Life Insurance
(others)

No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)
37. Mandatory Insurance
in the form of Travel
Insurance

Claim payout
rejected
Inconsistency
of calculation/ payment of claims
Difficulty in claims
Policy reinstatement
Policy inconsistency
Premium payment
Request for
premium refund
Cancellation/
closure of policy
Issuance of policy
without approval
Others:... (specify)
Social Insurance
in the form of BPJS
Health
Inconsistency
of facilities with contributions
Late payment
contribution fines
Work accident
insurance claims
Death
insurance claims
Old age
insurance payout
Others:... (specify)
Social Insurance
in the form of BPJS
Employment
Reinsurance 1. Claim payout
rejected
Inconsistency
of calculation/ payment of claims
Difficulty in claims
Delay in
claim payment
Others:... (specify)

Total
≤ 20 Working
Days
20 Working Days < X ≤
40 Working Days

40 Working Days
or exceeding the set time frame
(a) (b) (c)

Complaints Received
In Previous Reporting Period a. have been resolved b. are in the process of resolution SUB TOTAL
Complaints Received
in the Reporting Period a. have been resolved b. are in the process of resolution SUB TOTAL TOTAL
PART III: CAUSES OF COMPLAINTS
No. Description Amount
Consumer understanding of product characteristics
Inadequate product information
Disruption/damage to devices and systems
information technology
Change/termination of agreement/contract
Consumer Negligence
FSBU Negligence
FSBU Criminal Acts
Others (specify) ………..
TOTAL

No. Description Amount

Consumer Complaints on mass media
a. print b. electronic
Media articles
a. print b. electronic
Media coverage
a. print b. electronic
Publications/writings in public places
Social media, email
Others (specify) ………..
TOTAL

CONSUMER SERVICE REPORT
SECURITIES BROKER AND INVESTMENT MANAGER
PERIOD: .................... to ........................ Year .................
NAME OF FINANCIAL SERVICE BUSINESS ENTITY: ...........................................
PART I: TYPE OF PRODUCT AND/OR SERVICE AND COMPLAINTS
RAISED
No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)

Securities Transactions
in the form of Debt
Acknowledgement
Bills
1.1 Amount of units/account
balance
1.2 Return/yield
1.3 Failure/
delay of transaction
1.4 Employee behavior
(fraud, deception, fraud)
1.5 Not Receiving
Reports/statements
1.6 Others (specify)…
Securities Transactions
in the form of
Commercial
Securities
2.1 Amount of units/account
balance
2.2 Return /yield
2.3 Failure/
delay of transaction
2.4 Not Receiving
Reports/statements
2.5 Others (specify)…
Securities Transactions
in the form of
Stock Securities
Transactions
3.1 Amount of units/account
balance
3.2 Return/yield
3.3 Force Sale
3.4 Failure/
delay of transaction
3.5 Not Receiving
Reports/statements
3.6 Transactions without
Consumer permission
3.7 Others (specify)…
Securities Transactions
in the form of Bonds
4.1 Amount of units/account
balance
4.2 Return/Yield
4.3 Failure/
delay of transaction

No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)
4.4 Not Receiving
Reports/statements
4.5 Transactions without
Consumer permission
4.6 Others (specify)…
5. Securities Transactions
in the form of Debt
Evidence
5.1 Amount of units/account
balance
5.2 Return/Yield
5.3 Failure/
delay of transaction
5.4 Not Receiving
Reports/statements
5.5 Others (specify)…
6. Securities Transactions
in the form of
Participation Units of Collective Investment Contracts
6.1 Amount of NAV, UP or
NAV/UP
6.2 Return/Yield
6.3 Failure/
delay of transaction
6.4 Not Receiving
Reports/statements
6.5 Delay in
receiving redemption results of Mutual
Funds (redemption)
6.6 Unauthorized
transaction
6.7 Others (specify)…
7. Securities Transactions
in the form of
Futures Contracts on
Securities
7.1 Amount of units/account
balance
7.2 Return/Yield
7.3 Failure/
delay of transaction
7.4 Not Receiving
Reports/statements
7.5 Others (specify)…
8. Securities Transactions
in the form of Derivatives of Securities
8.1 Amount of units/account
balance
8.2 Return/Yield
8.3 Force Sale
8.4 Failure/
delay of transaction

No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)
8.5 Not Receiving
Reports/statements
8.6 Others (specify)…
9. Securities Marketing
in the form of Debt
Acknowledgement
Bills
9.1 Return/Yield
9.2 Others (specify)…
10. Securities Marketing
in the form of Commercial
Securities
10.1 Return/Yield
10.2 Others (specify)…
11. Securities Marketing
in the form of Stocks
11.1 Return/Yield
11.2 Others (specify)…
12. Securities Marketing
in the form of Bonds
12.1 Return/Yield
12.2 Others (specify)…
13. Securities Marketing
in the form of Debt
Evidence
13.1 Return/Yield
13.2 Others (specify)…
14. Securities Marketing
in the form of Participation
Units of Collective Investment
Contracts
14.1 Return/Yield
14.2 Others (specify)…
15. Securities Marketing
in the form of Futures Contracts on
Securities
15.1 Return/Yield
15.2 Others (specify)…
16. Securities Marketing
in the form of Derivatives of Securities
16.1 Return/Yield
16.2 Others (specify)…
17. Securities Marketing
in the form of
Public Offering (IPO)
17.1 Prospectus
Issues
17.2 Others (specify)…
18. Repurchase
Agreement
(REPO)
(specify)…

Total
≤ 20 Working
Days
20 Working Days < X ≤
40 Working Days

40 Working Days
or exceeding the set time frame
(a) (b) (c)

Complaints Received
In Previous Reporting Period a. have been resolved b. are in the process of resolution SUB TOTAL
Complaints Received
in the Reporting Period a. have been resolved b. are in the process of resolution SUB TOTAL TOTAL
PART III: CAUSES OF COMPLAINTS
No. Description Amount
Consumer understanding of product characteristics
Inadequate product information
Disruption/damage to devices and systems
information technology
Change/termination of agreement/contract
Consumer Negligence
FSBU Negligence
FSBU Criminal Acts
Others (specify) ………..
TOTAL

No. Description Amount

Consumer Complaints on mass media
a. print b. electronic
Media articles
a. print b. electronic
Media coverage
a. print b. electronic
Publications/writings in public places
Social media, email
Others (specify) ………..
TOTAL

CONSUMER SERVICE REPORT
PENSION FUND COMPANY
PERIOD: .................... to ........................ Year .................
NAME OF FINANCIAL SERVICE BUSINESS ENTITY: ...........................................
PART I: TYPE OF PRODUCT AND/OR SERVICE AND COMPLAINTS
RAISED
No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)

Defined Contribution
Pension Program
1.1 Costs
of tax/administration/ claims
1.2 Amount of Benefits
1.3 Failure/
delay of transaction/benefits
1.4 Request for
Fund Return
1.5 Change/
termination of agreement/contract
1.6 Transfer of
Pension Benefits
1.7 FSBU Negligence
1.8 Data and report
changes
1.9 Others:…(specify)
Defined Benefit
Pension Program
2.1 Costs
of tax/administration/ claims
2.2 Amount of Benefits
2.3 Failure/
delay of transaction/benefits
2.4 Request for
Fund Return
2.5 Change/
termination of agreement/contract
2.6 Transfer of
Pension Benefits
2.7 FSBU Negligence
2.8 Data updating
2.9 Data and report
changes
2.10 Contribution Calculation
2.11 Others:…(specify)

No. and/or
Financial Service
Category of Issues Amount
Resolution Status
Resolved Not
Resolved
In
Process
(a) (b) (c) (d) (e)
3. Other benefits
(children's education fund, housing, religious worship and charity funds for disability, dead, health, severance, as well as additional benefits) (specify)… Total ≤ 20 Working Days 20 Working Days < X ≤ 40 Working Days

40 Working Days
or exceeding the set time frame
(a) (b) (c)

Complaints Received
In Previous Reporting Period a. have been resolved b. are in the process of resolution SUB TOTAL
Complaints Received
in the Reporting Period a. have been resolved b. are in the process of resolution SUB TOTAL TOTAL

PART III: CAUSES OF COMPLAINTS
No. Description Amount

Consumer understanding of product characteristics
Inadequate product information
Disruption/damage to devices and systems
information technology
Change/termination of agreement/contract
Consumer Negligence
FSBU Negligence
FSBU Criminal Acts
Others (specify) ………..
TOTAL
No. Description Amount
Consumer Complaints on mass media
a. print b. electronic
Media articles
a. print b. electronic
Media coverage
a. print b. electronic
Publications/writings in public places
Social media, email
Others (specify) ………..
TOTAL

CONSUMER COMPLAINT SERVICE REPORT

FOR PAWN COMPANIES, GUARANTEE COMPANIES, AND

INFORMATION TECHNOLOGY-BASED MONEY LENDING SERVICE PROVIDERS

PERIOD: .................... to ........................ Year .................

FINANCIAL SERVICE BUSINESS ENTITY NAME: ...........................................

PART I: TYPES OF PRODUCTS AND/OR SERVICES AND COMPLAINTS RAISED

No. and/or Financial Service Product/Service	Category of Problem	Quantity	Resolution Status
(a)	(b)	(c)	Selesai (Completed) (d)	Tidak Selesai (Not Completed) (e)	Dalam Proses (In Process) (f)

A. Pawn Companies

Disbursement of Loans with Collateral Based on Pawn Law
1.1 Collateral collection (e.g., precious metals)
1.2 Loan application rejected
1.3 Service
1.4 Auction
1.5 Excess funds
1.6 Redemption of goods
1.7 Installments
1.8 Redemption process, auction, maturity
1.9 Serial number mismatch
1.10 Pawn Application (product type unsuitable/does not exist)
1.11 Others: ... (specify)
Disbursement of Loans with Collateral Based on Fiducia
2.1 Collateral collection (e.g., Vehicle Ownership Certificate)
2.2 Loan application rejected
2.3 Service
2.4 Auction
2.5 Excess funds
2.6 Redemption of goods
2.7 Installments
2.8 Redemption process, auction, maturity
2.9 Serial number mismatch
2.10 Pawn Application (product type unsuitable/does not exist)
2.11 Others: ... (specify)
Valuable Goods Custody Service
3.1 Valuable goods damaged
3.2 Valuable goods lost
3.3 Pawn Application (product type unsuitable/does not exist)
3.4 Others: ... (specify)
Valuation Service
4.1 Goods do not match the appraised item (swapped)
4.2 Incomplete return of appraised goods
4.3 Appraised value does not match
4.4 Pawn Application (product type unsuitable/does not exist)
4.5 Others: ... (specify)
Other activities (specify)...

B. Guarantee Companies

Guarantee of Credit, Financing, or Sharia-Based Financing Provided by Financial Institutions
1. Claim disbursement rejected
2. Discrepancy in Guarantee Fee (IJP) payment calculation
3. Claim difficulties (claim requirement documents not fulfilled)
4. Incorrect entry of nominal amounts in the system (APPLINE)
5. Difficulties in updating status in the system (APPLINE)
6. System error (APPLINE)
7. Violation by agent
8. Inaccurate data
9. Misuse of personal data
10. Others: ... (specify)
Guarantee of Loans Disbursed by Savings and Loan Cooperatives or Cooperatives with Savings and Loan Business Units to Their Members
Guarantee of Credit and/or Loans for Partnership Programs Disbursed by State-Owned Enterprises in the Context of Partnership and Community Development Programs
Guarantee on Debt Instruments
Guarantee for Installment Purchase of Goods
Guarantee for Commercial Transactions
Guarantee for Procurement of Goods and/or Services (Surety Bond)
Bank Guarantee Guarantee (Counter Bank Guarantee)
Guarantee for domestic documentary letters of credit, letter of credit guarantee
Customs bond guarantee
Excise guarantee
Provision of management consulting services related to guarantee business activities
Other activities

C. Information Technology-Based Money Lending Service Providers

Providing, managing, and operating Information Technology-Based Money Lending Services, with individual lending business model
1. Complaints related to loan agreement performance
2. Complaints related to misuse of funds
3. Complaints related to data misuse
4. Electronic system failure
5. Cyberbullying and debt collection harassment
6. Others: ... (specify)
Providing, managing, and operating Information Technology-Based Money Lending Services, with group lending business model

PART II: COMPLAINT RESOLUTION STATUS

No.	Description	Quantity

Resolution Timeframe:

≤ 20 Working Days (a)	20 Working Days < X ≤ 40 Working Days (b)	> 40 Working Days or Exceeds Established Timeframe (c)

Complaints Received in Previous Reporting Period
a. Already resolved b. Currently in resolution process SUB TOTAL
Complaints Received in Current Reporting Period
a. Already resolved b. Currently in resolution process SUB TOTAL

TOTAL

PART III: CAUSES OF COMPLAINTS

No.	Description	Quantity
1.	Consumer's understanding of product characteristics
2.	Inadequate product information
3.	Device and information technology system disturbance/damage
4.	Change/termination of agreement/contract
5.	Consumer negligence
6.	FSBE (Financial Service Business Entity) negligence
7.	FSBE criminal acts
8.	Others (specify) ..........
TOTAL

No.	Description	Quantity
1.	Consumer complaints on mass media
a.	Print
b.	Electronic
2.	Media articles
a.	Print
b.	Electronic
3.	Media coverage
a.	Print
b.	Electronic
4.	Publications/writings in public places
5.	Social media, email
6.	Others (specify) ..........
TOTAL

Issued in Jakarta
On date 6 December 2018

MEMBER OF THE BOARD OF COMMISSIONERS
FOR EDUCATION AND
CONSUMER PROTECTION
FINANCIAL SERVICES AUTHORITY
REPUBLIC OF INDONESIA,

Signed,

TIRTA SEGARA

Guidelines for the Implementation of Consumer Complaint Services in the Financial Services Sector

CONSUMER COMPLAINT SERVICE REPORT

FOR PAWN COMPANIES, GUARANTEE COMPANIES, AND

INFORMATION TECHNOLOGY-BASED MONEY LENDING SERVICE PROVIDERS

PERIOD: .................... to ........................ Year .................

FINANCIAL SERVICE BUSINESS ENTITY NAME: ...........................................

PART I: TYPES OF PRODUCTS AND/OR SERVICES AND COMPLAINTS RAISED

A. Pawn Companies

B. Guarantee Companies

C. Information Technology-Based Money Lending Service Providers

PART II: COMPLAINT RESOLUTION STATUS

PART III: CAUSES OF COMPLAINTS

Lineage: Superseded

Timeline