To:
Board of Directors or Management of Financial Service Business Actors, Attn.

COPY

CIRCULAR LETTER OF THE FINANCIAL SERVICES AUTHORITY REPUBLIC OF INDONESIA NUMBER 20/SEOJK.08/2025

CONCERNING

PUBLICATION OF COMPLAINT HANDLING AND COMPLAINT SERVICE REPORTS

In relation to the mandate of Article 6 paragraph (2) 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, Supplement to the State Gazette of the Republic of Indonesia Number 6246) and Article 81 paragraph (4) of Financial Services Authority Regulation Number 22 of 2023 concerning Consumer and Community Protection in the Financial Services Sector (State Gazette of the Republic of Indonesia Year 2023 Number 40/OJK, Supplement to the State Gazette of the Republic of Indonesia Number 62/OJK), and to provide guidance to financial service business actors regarding the publication of brief complaint service procedures and complaint handling, as well as the format and method of filling out complaint service reports, it is necessary to further regulate provisions regarding the publication of complaint handling and complaint service reports in this Financial Services Authority Circular Letter as follows:

I. GENERAL PROVISIONS

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

Financial Institution (hereinafter abbreviated as LJK) is an institution that carries out activities in the banking, capital market, insurance, pension fund, venture capital, microfinance, financing institution, and other financial services sectors.
Financial Service Business Actor (hereinafter abbreviated as PUJK) is:
a. LJK and/or parties carrying out business activities for fund collection, fund disbursement, and/or fund management in the financial services sector; and b. other financial service business actors, both those carrying out business activities on a conventional basis and those based on Sharia principles in accordance with applicable laws and regulations in the financial services sector.
Consumer is every person who owns and/or utilizes products and/or services provided by PUJK.
Complaint Indicating a Dispute is an expression of dissatisfaction by a Consumer caused by actual and/or potential material loss, reasonable and direct, to the Consumer because the PUJK did not fulfill the agreement and/or utilization documents of the product and/or service that had been agreed upon.
Complaint Indicating a Violation is the submission of information by a Consumer and/or the community regarding indications of violations of laws and regulations in the financial services sector committed by PUJK.
Complaint is Complaint Indicating a Dispute and Complaint Indicating a Violation.
Complaint Service is the service provided by PUJK to attempt to resolve Complaints in the financial services sector.
Complaint Response is an explanation of the problem or an offer for final resolution from PUJK to the Consumer.
Board of Directors for PUJK or an organ equivalent to the Board of Directors in a legal entity (hereinafter referred to as Board of Directors) is an organ that performs the management function for PUJK for the interests of PUJK in accordance with the purpose and objectives of each PUJK and represents PUJK inside and outside of court in accordance with the articles of association, or the branch office leader and an official one level below the branch office leader for PUJKs that are branch offices of PUJKs located outside the country.

II. PUBLICATION OF COMPLAINT HANDLING

PUJK has the obligation to publish:
a. brief procedures for Complaint Service to Consumers and/or the community.
Brief procedures for Complaint Service are published, among others, through the PUJK's website, electronic mail (email), telephone, brochures, leaflets, and/or electronic media officially managed by PUJK; and b. handling of Complaints received by PUJK in annual reports, the PUJK's website, and/or other media officially managed by PUJK. Examples of other media officially managed by PUJK: social media, electronic mail (email), and media via messaging applications.
In the event that PUJK has a website, PUJK publishes the brief procedures for Complaint Service through the PUJK's website as referred to in item 1 letter a permanently with up-to-date information.
In the event that PUJK does not have a website, PUJK ensures that the publication of brief procedures for Complaint Service is delivered through media other than the website as referred to in item 1 letter a permanently with up-to-date information.
Example: If PUJK chooses publication via leaflets, PUJK must include the brief procedures for Complaint Service permanently and with up-to-date information in the leaflets available at the PUJK's office.
PUJK publishes the handling of Complaints received by PUJK as referred to in item 1 letter b at least 1 (one) time per year.
The content of the publication regarding the handling of Complaints received by PUJK as referred to in item 1 letter b includes, among others:
a. the number of Complaints received by PUJK; b. the number of Complaints classified by complaint type related to financial transaction types; and
c. the percentage and status of Complaint resolution classified by complaint type related to financial transaction types.
PUJK conducts the publication as referred to in item 1 with a format compiled by PUJK according to its needs.
PUJK submits proof of publication as referred to in item 1 in the self-assessment result report as referred to in the Financial Services Authority Circular Letter regarding self-assessment of compliance with consumer and community protection provisions in the financial services sector.

III. RESPONSIBLE PARTY FOR PUBLICATION OF COMPLAINT HANDLING

PUJK appoints one member of the Board of Directors responsible for the publication of complaint handling in accordance with PUJK's internal policies.

IV. FORMAT AND COMPOSITION OF COMPLAINT SERVICE REPORTS

PUJK has the obligation to compile and submit Complaint Service Reports to the Financial Services Authority.
The reports as referred to in item 1 consist of:
a. reports on product types and/or services and problems complained about; b. reports on Complaints resolved during the reporting period;
c. reports on the handling of Complaints that become disputes;
d. reports on the causes of Complaints; and e. reports on negative media coverage of products and/or services.
The reports as referred to in item 2 are compiled with reference to the format and technical guidelines as contained in the Appendix which is an integral part of this Financial Services Authority Circular Letter.
The report on product types and/or services and problems complained about as referred to in item 2 letter a contains a recapitulation of product types and/or services and Complaint problems.
The report on Complaints resolved during the reporting period as referred to in item 2 letter b contains a recapitulation of Complaint resolution status based on:
a. Complaints received in the previous semester period; and b. Complaints received in the current semester period.
The report on the handling of Complaints that become disputes as referred to in item 2 letter c contains the number of Complaints that became disputes and were submitted to the Alternative Dispute Resolution Institution for the Financial Services Sector, courts, or other parties based on:
a. Complaints received in the previous semester period; and b. Complaints received in the current semester period, both those still in process and those that have been completed.
The report on the causes of Complaints as referred to in item 2 letter d contains a recapitulation list of the top 10 (ten) causes of Complaints.
In the event that the number of causes of Complaints as referred to in item 7 is less than 10 (ten), PUJK fills in the number of causes of Complaints according to PUJK's conditions.
The report on negative media coverage of products and/or services as referred to in item 2 letter e contains a recapitulation of PUJK's monitoring results regarding negative media coverage related to products and/or services used by Consumers.

V. SUBMISSION OF COMPLAINT SERVICE REPORTS

PUJK submits Complaint Service Reports semi-annually no later than on July 10 of the current year and January 10 of the following year.
In the event that the deadline for submitting Complaint Service Reports as referred to in item 1 falls on a Saturday, Sunday, or holiday, the Complaint Service Reports are submitted on the next working day (1 one working day).

VI. RESPONSIBLE PARTY FOR COMPLAINT SERVICE REPORTS

PUJK appoints one member of the Board of Directors responsible for the compilation and submission of Complaint Service Reports in accordance with PUJK's internal policies.

VII. METHOD OF SUBMITTING COMPLAINT SERVICE REPORTS

Submission of Complaint Service Reports
a. Submission of Complaint Service Reports is submitted to the Financial Services Authority c.q. Executive Head of Supervision of Financial Service Business Actor Behavior, Education, and Consumer Protection. b. Submission of Complaint Service Reports is conducted online (daring) through the electronic reporting system for supervision of Financial Service Business Actor behavior, education, and consumer protection provided by the Financial Services Authority.
c. In the event that the electronic reporting system as referred to in letter b experiences a disturbance, the Financial Services Authority notifies information regarding the occurrence of the disturbance through:
1. the electronic reporting system;
2. electronic mail to PUJKs that have access to the electronic reporting system as referred to in letter b; or
3. a letter to PUJK.
  d. In the event that the Financial Services Authority has notified information regarding the occurrence of the disturbance through the mechanism as referred to in letter c, the Financial Services Authority may convey the notification through the Financial Services Authority website. e. In the event that the electronic reporting system as referred to in letter b experiences a disturbance, PUJK submits the report online via official PUJK electronic mail to the Financial Services Authority accompanied by a digital copy or scanned copy of a cover letter signed by one member of the Board of Directors responsible for the compilation and submission of Complaint Service Reports. f. Online submission of reports as referred to in letter e is submitted to the official electronic mail address of the Financial Services Authority designated by the Financial Services Authority. g. In the event that the electronic reporting system provided by the Financial Services Authority as referred to in letter b and the official electronic mail address of the Financial Services Authority as referred to in letter f experience a disturbance, the submission of reports is conducted offline (luring) in the form of an electronic copy (softcopy) stored on hardware, including compact discs (CD), flash drives, and other storage media, accompanied by a cover letter signed by one member of the Board of Directors responsible for the compilation and submission of Complaint Service Reports. h. Offline submission of reports as referred to in letter g is conducted through the following mechanisms:
4. handed over directly to the Financial Services Authority office; or
5. sent via a courier/courier service company.
  i. Offline submission of reports as referred to in letter g is submitted to:
6. Executive Head of Supervision of Financial Service Business Actor Behavior, Education, and Consumer Protection
  Financial Services Authority
  Attn: Head of Consumer Protection Department Soemitro Djojohadikusumo Building, 6th Floor, Jl. Lapangan Banteng Timur 2-4, Pasar Baru, Sawah Besar, Jakarta Pusat 10710; or Attn: Head of Financial Services Authority Office Wisma Mulia 2, 25th Floor Jl. Jenderal Gatot Subroto Kav-42, Jakarta 12710, for PUJKs with headquarters or branch offices of PUJKs located outside the country, located in the Special Capital Region of Jakarta and Banten;
7. Executive Head of Supervision of Financial Service Business Actor Behavior, Education, and Consumer Protection
  Financial Services Authority
  Attn: Head of Financial Services Authority Office according to the area where the PUJK's headquarters is located, for PUJKs with headquarters located outside the Special Capital Region of Jakarta and Banten. j. The Financial Services Authority notifies that the system disturbance has been resolved through:
8. the electronic reporting system; and/or
9. the electronic mail address to PUJKs that have a user code.
  k. In the event that the Financial Services Authority has notified that the system disturbance has been resolved through the mechanism as referred to in letter j, the Financial Services Authority may convey the notification through the Financial Services Authority website.
  l. PUJKs that have submitted Complaint Service Reports via:
10. electronic mail address; or
11. electronic copy (softcopy),
  due to electronic reporting system disturbances, have the obligation to resubmit the report via the electronic reporting system no later than 5 (five) working days after the Financial Services Authority declares that the system disturbance has been resolved. m. PUJKs are deemed to have submitted Complaint Service Reports to the Financial Services Authority with the following provisions:
12. for online submission via the electronic reporting system, proven by the electronic reporting system providing a notification of completion of report filling;
13. for online submission via the electronic mail address as referred to in letter e, proven by a notification from the Financial Services Authority via electronic mail; or
14. for offline submission as referred to in letter g, proven by a receipt from the Financial Services Authority.
  n. PUJKs document proof of submission of Complaint Service Reports from the Financial Services Authority as referred to in letter m. o. In the event of a change in the electronic mail address for online submission of reports as referred to in letter f and/or the Financial Services Authority office address for offline submission of reports as referred to in letter i, the Financial Services Authority notifies information regarding the address change via letter or announcement conveyed through:
15. the electronic reporting system;
16. the official electronic mail address of the Financial Services Authority to PUJKs that have a user code; and/or
17. the Financial Services Authority website.
  p. In the event that PUJK has not submitted Complaint Service Reports until the reporting deadline for Complaint Service Reports has passed, PUJK still submits the Complaint Service Report.
Electronic Reporting System
a. PUJKs must have access to the electronic reporting system to submit Complaint Service Reports as referred to in Roman numeral IV item 1. b. PUJKs submit requests to the Financial Services Authority including the name, electronic mail address, and telephone number of the Board of Directors member or PUJK employee granted access, to obtain access to the electronic reporting system as referred to in letter a.
c. PUJK requests as referred to in letter b are submitted via the official electronic mail address of the Financial Services Authority designated by the Financial Services Authority.
d. PUJKs ensure periodically:
1. active users are Board of Directors members and/or employees who have authority and understand the filling of Complaint Service Reports;
2. notify the Financial Services Authority if there are user changes and appoint new users, subsequently the Financial Services Authority performs deactivation of unused users;
3. maintain the confidentiality of user codes and passwords that have been provided; and
4. use the provided user codes and passwords in accordance with the provisions established by the Financial Services Authority.

This copy is in accordance with the original
Head of Legal Development Directorate
Legal Department signed
Aat Windradi

VIII. CLOSING PROVISIONS

At the time this Financial Services Authority Circular Letter takes effect, Financial Services Authority Circular Letter Number 17/SEOJK.07/2018 concerning Guidelines for the Implementation of Consumer Complaint Services in the Financial Services Sector is repealed and declared invalid.
Provisions in this Financial Services Authority Circular Letter take effect on January 1, 2027.

Determined in Jakarta on September 8, 2025
EXECUTIVE HEAD
OF SUPERVISION OF
FINANCIAL SERVICE BUSINESS
ACTOR BEHAVIOR, EDUCATION, AND
CONSUMER PROTECTION
FINANCIAL SERVICES AUTHORITY
REPUBLIC OF INDONESIA,
FRIDERICA WIDYASARI DEWI signed

APPENDIX
CIRCULAR LETTER OF THE FINANCIAL SERVICES AUTHORITY REPUBLIC OF INDONESIA NUMBER 20/SEOJK.08/2025 CONCERNING PUBLICATION OF COMPLAINT HANDLING AND COMPLAINT SERVICE REPORTS

FORMAT AND TECHNICAL GUIDELINES FOR FILLING OUT COMPLAINT SERVICE REPORTS

TABLE OF CONTENTS

PART I: PRODUCT TYPES AND/OR SERVICES AND PROBLEMS COMPLAINED ABOUT.................................................... - 4 -
COMPLAINT SERVICE REPORT FOR GENERAL/SHARIA BANKS AND RURAL BANKS/SHARIA RURAL BANKS......................................................................................................................... - 5 - COMPLAINT SERVICE REPORT FOR INSURANCE COMPANIES ............................................................................................................................................. - 29 - COMPLAINT SERVICE REPORT FOR SECURITIES COMPANIES..................................................................................................................................................................... - 46 - COMPLAINT SERVICE REPORT FOR PEGASINGAN COMPANIES..................................................................................................................................................... - 73 - COMPLAINT SERVICE REPORT FOR GUARANTEE COMPANIES..................................................................................................................................................... - 80 - COMPLAINT SERVICE REPORT FOR PENSION FUND COMPANIES................................................................................................................................................. - 86 - COMPLAINT SERVICE REPORT FOR TECHNOLOGY-BASED COLLECTIVE FINANCING SERVICES.................................................................. - 93 - COMPLAINT SERVICE REPORT FOR FINANCING INSTITUTIONS............................................................................................................................................................. - 98 - COMPLAINT SERVICE REPORT FOR CROWDFUNDING SERVICES .............................................................................................................................................................. - 124 - COMPLAINT SERVICE REPORT FOR MICROFINANCE INSTITUTIONS ............................................................................................................................................... - 128 - COMPLAINT SERVICE REPORT FOR OTHER FINANCIAL SERVICES INSTITUTIONS................................................................................................................................ - 133 - COMPLAINT SERVICE REPORT FOR OTHER FINANCIAL SERVICE BUSINESS ACTORS (DIGITAL FINANCIAL ASSET TRADERS)................................... - 145 - COMPLAINT SERVICE REPORT FOR OTHER FINANCIAL SERVICE BUSINESS ACTORS (OTHER THAN DIGITAL FINANCIAL ASSET TRADERS) ................. - 154 -

PART II: REPORTS ON COMPLAINTS RESOLVED DURING THE REPORTING PERIOD ................................................. - 160 -

PART III: REPORTS ON THE HANDLING OF COMPLAINTS THAT BECAME DISPUTES................................................................ - 166 -

PART IV: REPORTS ON CAUSES OF COMPLAINTS................................................................................................................ - 169 -

PART V: REPORTS ON NEGATIVE MEDIA COVERAGE OF PRODUCTS AND/OR SERVICES ................................................................ - 173 -

PART I: PRODUCT TYPES AND/OR SERVICES AND PROBLEMS COMPLAINED ABOUT

COMPLAINT SERVICE REPORT FOR GENERAL/SHARIA BANKS AND RURAL BANKS/SHARIA RURAL BANKS

Part I: Product Types and/or Services and Problems Complained About

No
Product Type and/or
Financial Service
Service
Problem Category
Number
Complaints
Resolution Status
Resolved In Process Complaint Dispute
(a) (b) (c) (d) (e) (f) (g) (h)

Giro 1.1 Interest/profit share/
profit margin
1.2 Fines/penalties
1.3 Administrative fees/
provision/transaction
1.4 Failure/
delay
1.5 Disbursement not
according to order/ specimen
1.6 Account closure
1.7 Request for
refund
1.8 Balance position and
fund mutations
1.9 Debiting of account
without approval

1.10 Fraud, deception,
fraud by employees and/or other parties
1.11 Others:…
(specify)
2. Deposits 2.1 Interest/
profit share/ profit margin
2.2 Fines/
penalties
2.3 Administrative
fees/ provision/ transaction
2.4 Failure/
delay
2.5 Delay/rejection of
disbursement
2.6 Opening
without/without approval
2.7 Disbursement
without/without approval
2.8 Fraud, deception,
fraud by employees and/or other parties
2.9 Others:…
(specify)
3. Savings 3.1 Interest/
profit share/ profit margin

3.2 Fines/
penalties
3.3 Administrative fees/
provision
/ transaction
3.4 Failure/
delay
3.5 Balance position and
fund mutations
3.6 Debiting of account
without approval
3.7 Transaction errors
(e.g.: wrong transfer)
3.8 Blocking/closure/
unilateral change of account
3.9 Repayment of
Hajj Service
Organization Fees
(BPIH)
3.10 Fraud, deception,
fraud by employees and/or other parties
3.11 Others:…
(specify)
4. Other Fund
Collection
4.1 Fraud, deception,
fraud by employees and/or other parties

4.2 Others:…
(specify)
5. Credit/
Financing
Investment
5.1 Interest/
profit share/ profit margin
5.2 Fines/
penalties
5.3 Administrative fees/
provision/ transaction
5.4 Failure/
delay
5.5 Invoice amount
5.6 Collateral/guarantee
problems
5.7 Objection to unilateral
facility provision
5.8 Financial Information
Service System
(OJK Checking)
5.9 Fraud, deception,
fraud by employees and/or other parties
5.10 Collection officer
behavior
5.11 Others:…
(specify)
6. Credit/
Financing
Working Capital
6.1 Interest/
profit share/

6.2 Fines/
penalties
6.3 Administrative fees/
provision/ transaction
6.4 Failure/
delay
6.5 Invoice amount
6.6 Collateral/guarantee
problems
6.7 Objection to unilateral
facility provision
6.8 Financial Information
Service System
(OJK Checking)
6.9 Fraud, deception,
fraud by employees and/or other parties
6.10 Collection officer
behavior
6.11 Others:…
(specify)
7. Credit/
Financing
Motor Vehicle
7.1 Interest/
profit share/ profit margin
7.2 Fines/
penalties
7.3 Administrative fees/
provision/

7.4 Failure/
delay
7.5 Invoice amount
7.6 Collateral/guarantee
problems
7.7 Objection to unilateral
facility provision
7.8 Financial Information
Service System
(OJK Checking)
7.9 Fraud, deception,
fraud by employees and/or other parties
7.10 Collection officer
behavior
7.11 Others:…
(specify)
8. Credit/
Financing
Home/Apartment
Ownership
8.1 Interest/
profit share/ profit margin
8.2 Fines/
penalties
8.3 Administrative fees/
provision/ transaction
8.4 Failure/
delay

8.5 Billing Amount
8.6 Issues
Collateral/Guarantee
8.7 Financial Information Service System (OJK Checking)
8.8 Fraud, deception, misconduct by employees and/or third parties
8.9 Collection Officer Behavior
8.10 Issues regarding the handover of houses/apartments
8.11 Others:… (specify)
9. Unsecured Credit
9.1 Interest/Profit Sharing/Margin
9.2 Penalties/Fines
9.3 Administrative/Provision/Transaction Fees
9.4 Transaction Failure/Delay
9.5 Billing Amount
9.6 Objections to unilateral facility provision
9.7 Financial Information Service System (OJK Checking)
9.8 Collection Officer Behavior
9.9 Fraud, deception, misconduct by employees and/or third parties
9.10 Others:… (specify)
10. Other Fund Disbursement
10.1 Interest/Profit Sharing/Margin
10.2 Penalties/Fines
10.3 Administrative/Provision/Transaction Fees
10.4 Transaction Failure/Delay
10.5 Balance Position and Fund Movements
10.6 Fraud, deception, misconduct by employees and/or third parties
10.7 Others:… (specify)
11. Digital Banking Services
11.1 Penalties/Fines
11.2 Administrative/Provision/Transaction Fees
11.3 Transaction Failure/Delay
11.4 Balance Position and Fund Movements
11.5 Fraud, deception, misconduct by employees and/or third parties
11.6 Others:… (specify)
12. ATM/Debit Cards / Cash Withdrawal ATM Machines / Cash Deposit ATM Machines
12.1 Administrative/Transaction Fees
12.2 Transaction Failure/Delay/Discrepancy (e.g., withdrawal/deposit)
12.3 ATM Card swallowed/unusable
12.4 ATM Machine malfunction
12.5 Fraud, deception, misconduct by employees and/or third parties
12.6 Others:… (specify)
13. Credit Cards
13.1 Interest/Profit Sharing
13.2 Penalties/Fines
13.3 Administrative/Provision/Transaction Fees/Annual Fees/Monthly Fees
13.4 Transaction Failure/Delay
13.5 Billing Amount/Transaction Disputes/Movements
13.6 Financial Information Service System (OJK Checking)
13.7 Unilateral Blocking/Closing/Account Changes
13.8 Account Takeover and Card Activation by Third Parties
13.9 Fraudulent Applications
13.10 Collection Officer Behavior
13.11 Others:… (specify)
14. Prepaid Cards (E-Money)
14.1 Administrative/Provision/Transaction Fees
14.2 Transaction Failure/Delay
14.3 Balance Position and Fund Movements
14.4 Fraud, deception, misconduct by employees and/or third parties
14.5 Others:… (specify)
15. Direct Debit/Standing Instructions
15.1 Penalties/Fines
15.2 Administrative/Provision/Transaction Fees
15.3 Transaction Failure/Delay
15.4 Billing Amount
15.5 Fraud, deception, misconduct by employees and/or third parties
15.6 Others:… (specify)
16. Travellers Cheques
16.1 Penalties/Fines
16.2 Administrative/Provision/Transaction Fees
16.3 Transaction Failure/Delay
16.4 Billing Amount/Balance Position/Fund Movements
16.5 Fraud, deception, misconduct by employees and/or third parties
16.6 Others:… (specify)
17. Clearing/Transfer/Remittance
17.1 Administrative/Provision/Transaction Fees
17.2 Transaction Failure/Delay
17.3 SWIFT Instructions Not Matching Destination
17.4 Number of Clearing/Transfer Transactions
17.5 Fraud, deception, misconduct by employees and/or third parties
17.6 Others:… (specify)
18. Real Time Gross Settlement (RTGS)
18.1 Administrative/Provision/Transaction Fees
18.2 Number of RTGS Transactions
18.3 Transaction Failure/Delay
18.4 External Fraud and Bank Negligence
18.5 Others:… (specify)
19. Checks (Bilyet Giro)
19.1 Administrative/Provision/Transaction Fees
19.2 Transaction Failure/Delay
19.3 Fraud, deception, misconduct by employees and/or third parties
19.4 Others:… (specify)
20. Quick Response Code Indonesian Standard (QRIS)
20.1 Administrative/Transaction Fees
20.2 Transaction Failure/Delay/Discrepancy
20.3 Fraud, deception, misconduct by employees and/or third parties
20.4 Others:… (specify)
21. Electronic Data Capture (EDC) Machines
21.1 Administrative/Transaction Fees
21.2 Transaction Failure/Delay/Discrepancy
21.3 EDC Machine malfunction
21.4 Fraud, deception, misconduct by employees and/or third parties
21.5 Others:… (specify)
22. Other Payment Systems
22.1 Transaction Existence/Verification
22.2 Fraud, deception, misconduct by employees and/or third parties
22.3 Others:… (specify)
23. Bancassurance
23.1 Interest/Profit Sharing/Margin
23.2 Penalties/Fines
23.3 Administrative/Provision/Transaction Fees
23.4 Transaction Failure/Delay
23.5 Billing Amount/Balance Position/Fund Movements
23.6 Insurance Claim Rejections
23.7 Fraud, deception, misconduct by employees and/or third parties
23.8 Others:… (specify)
24. Mutual Funds (Reksa Dana)
24.1 Failure to Receive Reports/Statements
24.2 Delay in Receiving Redemption Funds
24.3 Net Asset Value (NAB)/Unit Price (UP) Amount
24.4 Unauthorized Transactions
24.5 Transaction Failure/Delay
24.6 Balance Position and Fund Movements
24.7 Fraud, deception, misconduct by employees and/or third parties
24.8 Others:… (specify)
25. Other Joint Business Products
25.1 Coercion to Purchase Products/Services from Joint Business Activities with Only One Financial Institution
25.2 Fraud, deception, misconduct by employees and/or third parties
25.3 Others:… (specify)
26. Bank Guarantees
26.1 Interest/Profit Sharing/Margin
26.2 Penalties/Fines
26.3 Administrative/Provision/Transaction Fees
26.4 Transaction Failure/Delay
26.5 Collateral/Guarantee Issues
26.6 Claim Rejections
26.7 Fraud, deception, misconduct by employees and/or third parties
26.8 Others:… (specify)
27. Derivatives/Structured Products
27.1 Interest/Profit Sharing/Margin
27.2 Penalties/Fines
27.3 Administrative/Provision/Transaction Fees
27.4 Transaction Failure/Delay
27.5 Billing Amount/Balance Position/Fund Movements
27.6 Fraud, deception, misconduct by employees and/or third parties
27.7 Others:… (specify)
28. Wealth Management
28.1 Interest/Profit Sharing/Margin
28.2 Penalties/Fines
28.3 Administrative/Provision/Transaction Fees
28.4 Transaction Failure/Delay
28.5 Billing Amount/Balance Position/Fund Movements
28.6 Fraud, deception, misconduct by employees and/or third parties
28.7 Others:… (specify)
29. Safe Deposit Boxes
29.1 Penalties/Fines
29.2 Administrative/Provision/Transaction Fees
29.3 Fire/Loss of Goods
29.4 Fraud, deception, misconduct by employees and/or third parties
29.5 Others:… (specify)
30. Trade Finance/Letters of Credit
30.1 Interest/Profit Sharing/Margin
30.2 Penalties/Fines
30.3 Administrative/Provision/Transaction Fees
30.4 Transaction Failure/Delay
30.5 Billing Amount/Balance Position/Fund Movements
30.6 Fraud, deception, misconduct by employees and/or third parties
30.7 Others:… (specify)
31. Commercial Paper
31.1 Transaction Failure/Delay
31.2 Fraud, deception, misconduct by employees and/or third parties
31.3 Others:… (specify)
32. Trust Fund Management
32.1 Transactions
32.2 Fraud, deception, misconduct by employees and/or third parties
32.3 Others:… (specify)
33. Foreign Currency
33.1 Transactions
33.2 Exchange Rate Discrepancies
33.3 Fraud, deception, misconduct by employees and/or third parties
33.4 Others:… (specify)
34. Bullion Business Activities (Gold Savings/Gold Financing/Gold Trading/Gold Custody and/or Other Activities)
34.1 Damaged Precious Items
34.2 Lost Precious Items
34.3 Substandard Goods
34.4 Administrative/Provision/Transaction Fees
34.5 Penalties/Fines
34.6 Fraud, deception, misconduct by employees and/or third parties
34.7 Others:… (specify)
35. Gold Pawn
35.1 Profit Sharing/Margin
35.2 Penalties/Fines
35.3 Administrative/Provision/Transaction Fees
35.4 Transaction Failure/Delay
35.5 Financial Information Service System (OJK Checking)
35.6 Fraud, deception, misconduct by employees and/or third parties
35.7 Collection Officer Behavior
35.8 Others:… (specify)
36. Other Products and/or Services (specify)
Others:… (specify)
TOTAL

TECHNICAL GUIDELINES FOR FILLING OUT COMPLAINT SERVICE REPORTS
Part I:
Filling out this section involves summing the Complaints received during the reporting period.

Product and/or Service Types
General Banks/Sharia Banks and Rural Banks/Sharia Banks select the types of financial services products and/or services in column (a) of the General Bank/Sharia Bank and Rural Bank/Sharia Bank Complaint Service Report format according to the substance of the Complaint. Example:
a. Complaints related to Savings and Deposit products and/or services, including placements by other Financial Institution Consumers (PUJK). b. If there are Complaints regarding Portfolio Management for Customer Interests, the PUJK selects the Trust Fund Management product and/or service type. If the type of financial services product and/or service is not listed in column (a) of this report format, the PUJK selects one of the following options:
a. Other Fund Collection; b. Other Fund Disbursement;
c. Other Payment Systems; or
d. Other Joint Business Products.
Example:
If there are Complaints regarding Cash Waqf Link Deposit products and/or services, the PUJK fills out the Complaint Service Report under the Other Fund Collection product and/or service type.
Issue Categories
The PUJK fills out the Issue Category in column (b) by selecting one of the categories listed in the Complaint Service Report format according to the substance of the issue, including:
a. Interest/Profit Sharing/Margin: If the Complaint issue relates to interest, profit sharing, or margin from a product and/or service. b. Penalties/Fines: If the Complaint issue relates to penalties or fines imposed on consumers using products and/or services.
c. Transaction Failure/Delay: If the Complaint issue relates to transaction failures or delays, including system or ATM machine disruptions causing transaction failures or delays.
d. Financial Information Service System (OJK Checking): If the Complaint issue relates to data discrepancies in the Financial Information Service System (OJK Checking), including misuse of Consumer names as users of products and/or services, discrepancies in debtor/consumer collectibility status, etc. In cases where one (1) Complaint involves multiple issue categories in column (b) that are interrelated, the PUJK only needs to fill in the number of Complaints representing the primary issue. Example:
A Consumer submits a Complaint regarding a Home/Apartment Credit/Financing product concerning installments provided but not yet received by the PUJK, resulting in the Consumer being charged late payment penalties. The PUJK fills out the Complaint Service Report as follows:
Product and/or Service Type (a): Home/Apartment Credit/Financing Product Issue Category (b): Transaction Failure/Delay If the issue category experienced is not listed in column (b) “Issue Category” of this report format, the PUJK writes: “Others: ... (specify the issue description)”. Example:
A Consumer submits a Complaint regarding Credit Card products and/or services concerning the delayed delivery of bank statements by delivery personnel (couriers). The PUJK fills out the Complaint Service Report as follows:
Product and/or Service Type (a): Credit Card
Issue Category (b): Others: Delayed delivery of bank statements
Number of Complaints
Column (c) will be filled automatically when the PUJK fills in the number of Complaints for each resolution status found in columns (d) through (h).
Resolution Status
In columns (d) through (h), the PUJK fills in the number of Complaints for each type of product and/or service for each issue category based on the complaint resolution status. Types of resolution status:
a. “Completed” status (column d) if the Complaint has been responded to by the PUJK and:

The Consumer approves the Complaint Response;
The Consumer does not object; or
The Consumer objects, but the PUJK rejects the Consumer’s objection.
b. “In Process” status (column e) if:
The Complaint is being handled:
a) Oral complaints are categorized as in process from the moment received by the PUJK; or b) Written complaints are categorized as in process from the moment documents directly related to the Complaint are received in full.
The Complaint has been responded to, but the Consumer objects and the PUJK is handling the objection.
c. “In Process” status (column f) if the Complaint has been responded to, but the Consumer objects and the PUJK has not yet decided to handle the objection.
d. “Disputed Complaint” status if the Complaint does not reach an agreement and is continued to:
Alternative Dispute Resolution Institution for the Financial Services Sector (column g); or
Courts and other parties (column h).

INSURANCE COMPANY COMPLAINT SERVICE REPORT
PART I: TYPES OF PRODUCTS AND/OR SERVICES AND REPORTED ISSUES
No. | Product and/or Financial Service Type | Issue Category | Number of Complaints | Resolution Status

---	---	---	---	---
			(c)	(d) Completed	(e) In Process	(f) In Process	(g) Disputed Complaint	(h) Disputed Complaint

General Insurance/Sharia General Insurance (Heavy Equipment)
1.1 Claim Disbursement Rejected
1.2 Discrepancy in Calculation/Payment of Claims
1.3 Claim Difficulties
1.4 Policy Restoration
1.5 Policy Endorsements
1.6 Policy Renewal Process Delays
1.7 Premium Holidays
1.8 Policy Discrepancies
1.9 Premium Payments
1.10 Embezzlement
General Insurance/Sharia General Insurance (Earthquake Insurance)
General Insurance/Sharia General Insurance (Property Insurance)
1.11 Premium Refund Requests
1.12 Premium Deductions
1.13 Premium Rate Increases
1.14 Policy Cancellation/Closing
1.15 Fraud, deception, misconduct by employees and/or third parties
1.16 Agent Violations
1.17 Others:… (specify)
General Insurance/Sharia General Insurance (Fire Insurance)
General Insurance/Sharia General Insurance (Motor Vehicle Insurance)
General Insurance/Sharia General Insurance (Travel Insurance)
General Insurance/Sharia General Insurance (Personal Accident Insurance)
General Insurance/Sharia General Insurance (Liability Insurance)
General Insurance/Sharia General Insurance (Credit Insurance and Employment Termination Insurance)
General Insurance/Sharia General Insurance (Cargo Insurance)
General Insurance/Sharia General Insurance (Surety Bond Insurance)
General Insurance/Sharia General Insurance (Ship Hull Insurance)
General Insurance/Sharia General Insurance (Aviation Insurance)
General Insurance/Sharia General Insurance (Engineering Insurance)
General Insurance/Sharia General Insurance (Cash Insurance)
General Insurance/Sharia General Insurance (Property/Industrial Risk Insurance)
General Insurance/Sharia General Insurance (Satellite Insurance)
General Insurance/Sharia General Insurance (Marine Hull Insurance)
General Insurance/Sharia General Insurance (Offshore Energy Insurance)
General Insurance/Sharia General Insurance (Onshore Energy Insurance)
General Insurance/Sharia General Insurance (Engineering Insurance)
General Insurance/Sharia General Insurance (Health Insurance)
General Insurance/Sharia General Insurance (Micro Insurance)
General Insurance/Sharia General Insurance (Others (specify))
Life Insurance/Sharia Life Insurance (Term Life Insurance)
2.1 Claim Disbursement Rejected
2.2 Discrepancy in Calculation/Payment of Claims
2.3 Claim Difficulties
2.4 Policy Restoration
2.5 Policy Endorsements
2.6 Premium Holidays
2.7 Policy Discrepancies
2.8 Premium Payments
2.9 Embezzlement
Life Insurance/Sharia Life Insurance (Endowment Assurance)
Life Insurance/Sharia Life Insurance (Credit Premium Insurance)
2.10 Premium Refund Requests
2.11 Premium Rate Increases
2.12 Policy Cancellation/Closing
2.13 Claim Process Delays
2.14 Old Age Savings Disbursement
2.15 Annuity Benefits Not Yet Received
2.16 Fraud, deception, misconduct by employees and/or third parties
2.17 Agent Violations
2.18 Inaccurate Data
Life Insurance/Sharia Life Insurance (Micro Insurance)
Life Insurance/Sharia Life Insurance (Whole Life Insurance)
Life Insurance/Sharia Life Insurance (Personal Accident Insurance)
Life Insurance/Sharia Life Insurance (Health Insurance)
Life Insurance/Sharia Life Insurance (Overseas Worker Insurance)
2.19 Others:… (specify)
Life Insurance/Sharia Life Insurance (Pension Fund Annuity Insurance)
Life Insurance/Sharia Life Insurance (General Annuity Insurance)
Life Insurance/Sharia Life Insurance (Critical Illness Insurance)
Life Insurance/Sharia Life Insurance (Others (specify))
Investment-Linked Insurance Products (PAYDI)
3.1 Claim Disbursement Rejected
3.2 Discrepancy in Calculation/Payment of Claims
3.3 Claim Difficulties
3.4 Policy Restoration
3.5 Policy Endorsements
3.6 Policy Renewal Process Delays
3.7 Premium Holidays
3.8 Policy Discrepancies
3.9 Premium Payments
3.10 Premium Refund Requests
3.11 Premium Deductions
3.12 Premium Rate Increases
3.13 Policy Cancellation/Closing
3.14 Fraud, deception, misconduct by employees and/or third parties
3.15 Agent Violations
3.16 Objections to Investment Values
3.17 Investment Fund Withdrawals
3.18 Rider Product Benefits
3.19 Others:… (specify)
Mandatory Insurance (Travel Insurance/Sharia Travel Insurance)
4.1 Claim Disbursement Rejected
4.2 Discrepancy in Calculation/Payment of Claims
4.3 Claim Difficulties
4.4 Premium Payments
4.5 Fraud, deception, misconduct by employees and/or third parties
4.6 Others:… (specify)
Reinsurance/Sharia Reinsurance
5.1 Claim Disbursement Rejected
5.2 Discrepancy in Calculation/Payment of Claims
5.3 Claim Difficulties
5.4 Claim Payment Delays
5.5 Fraud, deception, misconduct by employees and/or third parties
5.6 Others:… (specify)
Other Products and/or Activities (specify)
Others:… (specify)
TOTAL

TECHNICAL GUIDELINES FOR FILLING OUT COMPLAINT SERVICE REPORTS
Part I:
Filling out this section involves summing the Complaints received during the reporting period.

Product and/or Service Types
Insurance Companies select the types of financial services products and/or services in column (a) of the Insurance Company Complaint Service Report format according to the substance of the complaint. Example:
Insurance Companies select financial services products and/or services listed in the Insurance Company Complaint Service Report format. If the type of financial services product and/or service is not listed in column (a) of this report format, the PUJK selects one of the following options:
a. Other General Insurance (specify); or b. Other Life Insurance (specify), by specifying the type of product and/or service not listed in existing product and/or service types. Example:
If there are Complaints regarding Education Insurance products and/or services, the PUJK fills out the Complaint Service Report under the Other Life Insurance product and/or service type (Education Insurance).
Issue Categories
The PUJK fills out the issue category in column (b) by selecting one of the categories listed in the Complaint Service Report format according to the substance of the issue, including:
a. Claim Difficulties: If the Complaint issue relates to difficulties in making claims, including difficulties in reimburing insurance objects. b. Agent Violations: If the Complaint issue relates to violations by agents, including issues with agent offers not matching consumer needs and capabilities (misselling).

c. Delay in Process
Policy Renewal: When a Complaint issue concerns the delay in the policy renewal process, including the delay in the re-underwriting process. In the event that there is 1 (one) Complaint concerning several categories of issues in column (b) that are interrelated, the Financial Service Entity (PUJK) only needs to fill in the number of Complaints that are the main issue. Example:
A Consumer submits a Complaint regarding a General Insurance product, specifically Motor Vehicle Insurance, concerning premiums that have been paid but have not yet been updated in the PUJK system, causing the Consumer difficulty in making a claim. The PUJK fills in the Complaint Service Report as follows:

Jenis Produk dan/atau Layanan (a)	Kategori Permasalahan (b)
General Insurance, specifically Motor Vehicle Insurance	Premium Payment

In the event that the category of issue experienced is not listed in column (b) “Category of Issue” of this report format, the PUJK writes in the category of issue “Other: ...(state)” by stating the relevant Complaint issue. Example:
A Consumer submits a Complaint regarding a Life Insurance product, specifically Health Insurance, concerning the delay in policy delivery by the delivery officer (courier). The PUJK fills in the Complaint Service Report as follows:

Jenis Produk dan/atau Layanan (a)	Kategori Permasalahan (b)
Life Insurance, specifically Health Insurance	Other: Delay in policy delivery

Number of Complaints
In column (c), the value will be filled automatically when the PUJK fills in the number of Complaints for each resolution status found in columns (d) through (h).
Resolution Status
In columns (d) through (h), the PUJK fills in the number of Complaints for each type of product and/or service for each category of issue based on the complaint resolution status. Types of resolution status:
a. Resolution status “Completed” (column d) if the Complaint has been given a Complaint Response by the PUJK and:

The Consumer gives approval for such Complaint Response;
The Consumer does not submit an objection; or
The Consumer submits an objection but the PUJK rejects the Consumer’s objection.
b. Resolution status “In Process” (column e) if:
The Complaint is being handled:
a) Oral Complaints are categorized as being in process counted from when received by the PUJK; or b) Written Complaints are categorized as being in process counted from when documents directly related to the Complaint are received completely.
The Complaint has been given a Complaint Response but the Consumer submits an objection and the PUJK is handling the objection.
c. Resolution status “In Process” (column f) if the Complaint has been given a Complaint Response, but the Consumer submits an objection and the PUJK has not yet decided to handle the objection.
d. Resolution status “Disputed Complaint” if the Complaint does not reach an agreement and is continued to:
Alternative Dispute Resolution Institution for the Financial Services Sector (column g); or
Courts and other parties (column h).

COMPLAINT SERVICE REPORT FOR SECURITIES COMPANIES
PART I: TYPE OF PRODUCT AND/OR SERVICE AND ISSUES COMPLAINED ABOUT
No | Jenis Produk dan/atau Layanan Jasa Keuangan (a) | Kategori Permasalahan (b) | Jumlah Pengaduan (c) | Status Penyelesaian: Selesai (d) | Status Penyelesaian: Dalam Proses (e) | Status Penyelesaian: Dalam Proses (f) | Status Penyelesaian: Pengaduan Sengketa (g) | Status Penyelesaian: Pengaduan Sengketa (h) A. Securities Broker/Dealer

Securities/Shariah Securities Transactions involving Debt Acknowledgment Instruments
1.1 Number of units/balance/turnover
1.2 Return/yield
1.3 Failure/delay in transaction
1.4 Transaction without Consumer approval
1.5 Not receiving reports/statement
1.6 Fraud, deception, dishonesty by employees and/or other parties
1.7 Other:...(state)
Securities/Shariah Securities Transactions involving Commercial Paper
2.1 Number of units/balance/turnover
2.2 Return/yield
2.3 Failure/delay in transaction
2.4 Transaction without Consumer approval
2.5 Not receiving reports/statement
2.6 Fraud, deception, dishonesty by employees and/or other parties
2.7 Other:...(state)
Securities/Shariah Securities Transactions involving Stock Transactions
3.1 Number of units/balance/turnover
3.2 Return/yield
3.3 Force sale
3.4 Failure/delay in transaction
3.5 Not receiving reports/statement
3.6 Transaction without Consumer approval
3.7 Fraud, deception, dishonesty by employees and/or other parties
3.8 Other:...(state)
Securities/Shariah Securities Transactions involving Bonds/Sukuk
4.1 Number of units/balance/turnover
4.2 Return/yield
4.3 Failure/delay in transaction
4.4 Transaction without Consumer approval
4.5 Not receiving reports/statement
4.6 Transaction without Consumer permission
4.7 Fraud, deception, dishonesty by employees and/or other parties
4.8 Other:...(state)
Securities/Shariah Securities Transactions involving Debt Certificates
5.1 Number of units/balance/fund turnover
5.2 Return/yield
5.3 Failure/delay in transaction
5.4 Transaction without Consumer approval
5.5 Not receiving reports/statement
5.6 Fraud, deception, dishonesty by employees and/or other parties
5.7 Other:...(state)
Securities/Shariah Securities Transactions involving Units of Collective Investment Contracts
6.1 Number of NAB/UP
6.2 Return/yield
6.3 Failure/delay in transaction
6.4 Not receiving reports/statement
6.5 Delay in receiving redemption fund results (redemption)
6.6 Transaction without Consumer approval
6.7 Fraud, deception, dishonesty by employees and/or other parties
6.8 Other:...(state)
Securities/Shariah Securities Transactions involving Futures Contracts on Securities
7.1 Number of units/balance/turnover
7.2 Return/yield
7.3 Failure/delay in transaction on Securities
7.4 Not receiving reports/statement
7.5 Transaction without Consumer approval
7.6 Fraud, deception, dishonesty by employees and/or other parties
7.7 Other:...(state)
Securities/Shariah Securities Transactions involving Derivatives of Securities
8.1 Number of units/balance/turnover
8.2 Return/yield
8.3 Force sale
8.4 Failure/delay in transaction
8.5 Transaction without Consumer approval
8.6 Not receiving reports/statement
8.7 Fraud, deception, dishonesty by employees and/or other parties
8.8 Other:...(state)
Marketing of Securities/Shariah Securities involving Debt Acknowledgment Instruments
9.1 Return/yield
9.2 Violations by agents
9.3 Fraud, deception, dishonesty by employees and/or other parties
9.4 Other:...(state)
Marketing of Securities/Shariah Securities involving Commercial Paper
10.1 Return/yield
10.2 Violations by agents
10.3 Fraud, deception, dishonesty by employees and/or other parties
10.4 Other:...(state)
Marketing of Securities/Shariah Securities involving Stocks
11.1 Return/yield
11.2 Violations by agents
11.3 Fraud, deception, dishonesty by employees and/or other parties
11.4 Other:...(state)
Marketing of Securities/Shariah Securities involving Bonds/Sukuk
12.1 Return/yield
12.2 Violations by agents
12.3 Fraud, deception, dishonesty by employees and/or other parties
12.4 Other:...(state)
Marketing of Securities/Shariah Securities involving Debt Certificates
13.1 Return/yield
13.2 Violations by agents
13.3 Fraud, deception, dishonesty by employees and/or other parties
13.4 Other:...(state)
Marketing of Securities/Shariah Securities involving Units of Collective Investment Contracts
14.1 Return/yield
14.2 Violations by agents
14.3 Fraud, deception, dishonesty by employees and/or other parties
14.4 Other:...(state)
Marketing of Securities/Shariah Securities involving Futures Contracts on Securities
15.1 Return/yield
15.2 Violations by agents
15.3 Fraud, deception, dishonesty by employees and/or other parties
15.4 Other:...(state)
Marketing of Securities/Shariah Securities involving Derivatives of Securities
16.1 Return/yield
16.2 Violations by agents
16.3 Fraud, deception, dishonesty by employees and/or other parties
16.4 Other:...(state)
Marketing of Securities/Shariah Securities involving Public Offerings (IPO)
17.1 Prospectus issues
17.2 Violations by agents
17.3 Fraud, deception, dishonesty by employees and/or other parties
17.4 Other:...(state)
Repurchase Agreement (REPO)
18.1 REPO payment issues
18.2 Fraud, deception, dishonesty by employees and/or other parties
18.3 Other:...(state)
Other Services (state)
Other:...(state)
B. Investment Managers
Securities/Shariah Securities Transactions involving Debt Acknowledgment Instruments
1.1 Number of units/balance/turnover
1.2 Return/yield
1.3 Failure/delay in transaction
1.4 Transaction without Consumer approval
1.5 Not receiving reports/statement
1.6 Fraud, deception, dishonesty by employees and/or other parties
1.7 Other:...(state)
Securities/Shariah Securities Transactions involving Commercial Paper
2.1 Number of units/balance/turnover
2.2 Return/yield
2.3 Failure/delay in transaction
2.4 Transaction without Consumer approval
2.5 Not receiving reports/statement
2.6 Fraud, deception, dishonesty by employees and/or other parties
2.7 Other:...(state)
Securities/Shariah Securities Transactions involving Stock Transactions
3.1 Number of units/balance/turnover
3.2 Return/yield
3.3 Force Sale
3.4 Failure/delay in transaction
3.5 Not receiving reports/statement
3.6 Transaction without Consumer approval
3.7 Fraud, deception, dishonesty by employees and/or other parties
3.8 Other:...(state)
Securities/Shariah Securities Transactions involving Bonds/Sukuk
4.1 Number of units/balance/turnover
4.2 Return/yield
4.3 Failure/delay in transaction
4.4 Transaction without Consumer approval
4.5 Not receiving reports/statement
4.6 Transaction without Consumer permission
4.7 Fraud, deception, dishonesty by employees and/or other parties
4.8 Other:...(state)
Securities/Shariah Securities Transactions involving Debt Certificates
5.1 Number of units/balance/fund turnover
5.2 Return/yield
5.3 Failure/delay in transaction
5.4 Transaction without Consumer approval
5.5 Not receiving reports/statement
5.6 Fraud, deception, dishonesty by employees and/or other parties
5.7 Other:...(state)
Securities/Shariah Securities Transactions involving Units of Collective Investment Contracts
6.1 Number of NAB/UP
6.2 Return/yield
6.3 Failure/delay in transaction
6.4 Not receiving reports/statement
6.5 Delay in receiving redemption fund results (redemption)
6.6 Transaction without Consumer approval
6.7 Fraud, deception, dishonesty by employees and/or other parties
6.8 Other:...(state)
Securities/Shariah Securities Transactions involving Futures Contracts on Securities
7.1 Number of units/balance/turnover
7.2 Return/yield
7.3 Failure/delay in transaction
7.4 Not receiving reports/statement
7.5 Transaction without Consumer approval
7.6 Fraud, deception, dishonesty by employees and/or other parties
7.7 Other:...(state)
Securities/Shariah Securities Transactions involving Derivatives of Securities
8.1 Number of units/balance/turnover
8.2 Return/yield
8.3 Force sale
8.4 Failure/delay in transaction
8.5 Transaction without Consumer approval
8.6 Not receiving reports/statement
8.7 Fraud, deception, dishonesty by employees and/or other parties
8.8 Other:...(state)
Marketing of Securities/Shariah Securities involving Debt Acknowledgment Instruments
9.1 Return/yield
9.2 Violations by agents
9.3 Fraud, deception, dishonesty by employees and/or other parties
9.4 Other:...(state)
Marketing of Securities/Shariah Securities involving Commercial Paper
10.1 Return/yield
10.2 Violations by agents
10.3 Fraud, deception, dishonesty by employees and/or other parties
10.4 Other:...(state)
Marketing of Securities/Shariah Securities involving Stocks
11.1 Return/yield
11.2 Violations by Agents
11.3 Fraud, deception, dishonesty by employees and/or other parties
11.4 Other:...(state)
Marketing of Securities/Shariah Securities involving Bonds/Sukuk
12.1 Return/yield
12.2 Violations by agents
12.3 Fraud, deception, dishonesty by employees and/or other parties
12.4 Other:...(state)
Marketing of Securities/Shariah Securities involving Debt Certificates
13.1 Return/yield
13.2 Violations by agents
13.3 Fraud, deception, dishonesty by employees and/or other parties
13.4 Other:...(state)
Marketing of Securities/Shariah Securities involving Units of Collective Investment Contracts
14.1 Return/yield
14.2 Violations by agents
14.3 Fraud, deception, dishonesty by employees and/or other parties
14.4 Other:...(state)
Marketing of Securities/Shariah Securities involving Futures Contracts on Securities
15.1 Return/yield
15.2 Violations by agents
15.3 Fraud, deception, dishonesty by employees and/or other parties
15.4 Other:...(state)
Marketing of Securities/Shariah Securities involving Derivatives of Securities
16.1 Return/yield
16.2 Violations by agents
16.3 Fraud, deception, dishonesty by employees and/or other parties
16.4 Other:...(state)
Marketing of Securities/Shariah Securities involving Public Offerings (IPO)
17.1 Prospectus issues
17.2 Violations by agents
17.3 Fraud, deception, dishonesty by employees and/or other parties
17.4 Other:...(state)
Repurchase Agreement (REPO)
18.1 REPO payment issues
18.2 Fraud, deception, dishonesty by employees and/or other parties
18.3 Other:...(state)
Services (state)
Other:...(state)
C. Securities Underwriters
Securities Issuance Underwriting
1.1 Securities allocation issues
1.2 Fund return (refund) issues
1.3 Securities repurchase issues
1.4 Fraud, deception, dishonesty by employees and/or other parties;
1.5 Other:...(state)
Services (state)
2.1 Fraud, deception, dishonesty by employees and/or other parties;
2.2 Other:...(state)
TOTAL

TECHNICAL GUIDELINES FOR FILLING OUT THE REPORT
Part I:
Filling out this part is done by summing the Complaints received during the reporting period.

Type of Product and/or Service
Securities Companies choose the type of financial service product and/or service in column (a) in the Securities Company Complaint Service Report format according to the substance of the Complaint. Example:
If the substance of the Complaint concerns the business activities of the PUJK as an Investment Manager, then the PUJK fills in the format “B. Investment Managers”.
Category of Issue
The PUJK fills in the Category of Issue in column (b) by choosing one of the categories listed in the Complaint Service Report format according to the substance of the issue, including:
a. Failure/delay in transaction: If the Complaint issue concerns failure or delay in transaction, including system disturbances causing failure or delay in transaction. b. Violations by agents: If the Complaint issue concerns violations by agents, including marketing/offers by agents that do not match the needs and capabilities of consumers (misselling). In the event that there is 1 (one) Complaint concerning several categories of issues in column (b) that are interrelated, the PUJK only needs to fill in the number of Complaints that are the main issue. Example:
A Consumer submits a Complaint regarding a Securities/Shariah Securities Transaction product involving Units of Collective Investment Contracts concerning system application disturbances in the PUJK causing delays in receiving redemption fund results (redemption). The PUJK fills in the Complaint Service Report as follows:

Jenis Produk dan/atau Layanan (a)	Kategori Permasalahan (b)
Securities/Shariah Securities Transactions involving Units of Collective Investment Contracts	Failure/delay in transaction

In the event that the category of issue experienced is not listed in column (b) “Category of Issue” of this report format, the PUJK writes in the category of issue “Other: ...(state)” by stating the relevant Complaint issue. Example:
A Consumer submits a Complaint regarding a Securities/Shariah Securities Transaction product involving Stock Transactions concerning the misuse of personal data resulting in account changes. The PUJK fills in the Complaint Service Report as follows:

Jenis Produk dan/atau Layanan (a)	Kategori Permasalahan (b)
Securities/Shariah Securities Transactions involving Stock Transactions	Other: Misuse of personal data

Number of Complaints
In column (c), the value will be filled automatically when the PUJK fills in the number of Complaints for each resolution status found in columns (d) through (h).
Resolution Status
In columns (d) through (h), the PUJK fills in the number of Complaints for each type of product and/or service for each category of issue based on the complaint resolution status. Types of resolution status:
a. Resolution status “Completed” (column d) if the Complaint has been given a Complaint Response by the PUJK and:

The Consumer gives approval for such Complaint Response;
The Consumer does not submit an objection; or
The Consumer submits an objection but the PUJK rejects the Consumer’s objection.
b. Resolution status “In Process” (column e) if:
The Complaint is being handled:
a) Oral Complaints are categorized as being in process counted from when received by the PUJK; or b) Written Complaints are categorized as being in process counted from when documents directly related to the Complaint are received completely.
The Complaint has been given a Complaint Response but the Consumer submits an objection and the PUJK is handling the objection.
c. Resolution status “In Process” (column f) if the Complaint has been given a Complaint Response, but the Consumer submits an objection and the PUJK has not yet decided to handle the objection.
d. Resolution status “Disputed Complaint” if the Complaint does not reach an agreement and is continued to:
Alternative Dispute Resolution Institution for the Financial Services Sector (column g); or
Courts and other parties (column h).

COMPLAINT SERVICE REPORT FOR PAWNSHOP COMPANIES
PART I: TYPE OF PRODUCT AND/OR SERVICE AND ISSUES COMPLAINED ABOUT
No | Jenis Produk dan/atau Layanan Jasa Keuangan (a) | Kategori Permasalahan (b) | Jumlah Pengaduan (c) | Status Penyelesaian: Selesai (d) | Status Penyelesaian: Dalam Proses (e) | Status Penyelesaian: Dalam Proses (f) | Status Penyelesaian: Pengaduan Sengketa (g) | Status Penyelesaian: Pengaduan Sengketa (h)

Loan Disbursement with Collateral Based on Pledge Law
1.1 Collateral lost/damaged
1.2 Administrative/provision/transaction fees
1.3 Fines/penalties
1.4 Auction
1.5 Redemption of goods
1.6 Installments
1.7 Due date
1.8 Fraud, deception, dishonesty by employees and/or other parties
1.9 Other:...(state)
Loan Disbursement with Collateral Based on Fiducia Law
2.1 Collateral lost/damaged
2.2 Administrative/provision/transaction fees
2.3 Fines/penalties
2.4 Auction
2.5 Redemption of goods
2.6 Installments
2.7 Due date
2.8 Collection officer behavior
2.9 Fraud, deception, dishonesty by employees and/or other parties
2.10 Other:...(state)
Valuable Goods Custody Services
3.1 Valuable goods damaged
3.2 Valuable goods lost
3.3 Administrative/provision/transaction fees
3.4 Fines/penalties
3.5 Fraud, deception, dishonesty by employees and/or other parties
3.6 Other:...(state)
Appraisal Services
4.1 Goods do not match appraised goods (swapped)
4.2 Incomplete return of appraised goods
4.3 Appraisal value does not match
4.4 Fraud, deception, dishonesty by employees and/or other parties
4.5 Other:...(state)
Gold Savings/Hajj Savings
5.1 Fines/penalties
5.2 Administrative/provision/transaction fees
5.3 Failure/delay in transaction
5.4 Balance position/turnover
5.5 Fraud, deception, dishonesty by employees and/or other parties
5.6 Other:...(state)
Bullion Business Activities
6.1 Valuable goods damaged
6.2 Valuable goods lost
6.3 Substandard goods
6.4 Administrative/provision/transaction fees
6.5 Fines/penalties
6.6 Fraud, deception, dishonesty by employees and/or other parties
6.7 Other:...(state)
Other Products and/or Services (state)
7.1 Fraud, deception, dishonesty by employees and/or other parties
7.2 (state)...
TOTAL

TECHNICAL GUIDELINES FOR FILLING OUT THE COMPLAINT SERVICE REPORT
Part I:
Filling out this part is done by summing the Complaints received during the reporting period.

Type of Product and/or Service
Pawnshop Companies choose the type of financial service product and/or service in column (a) of the Pawnshop Company Complaint Service Report format according to the substance of the Complaint. Example:
a. If there is a Complaint concerning loan disbursement activities with collateral based on pledge law using the rahn/rahn tasjily/ijarah contract, it can be written in the type of product and/or service “Loan Disbursement with Collateral Based on Pledge Law”. b. If there is a Complaint concerning loan disbursement activities with collateral based on fiducia law using the rahn/rahn tasjily/ijarah contract, it can be written in the type of product and/or service “Loan Disbursement with Collateral Based on Fiducia Law”.
c. If there is a Complaint concerning valuable goods custody services using the rahn/rahn tasjily/ijarah contract, it can be written in the type of product and/or service “Valuable Goods Custody Services”.
d. If there is a Complaint concerning appraisal services using the rahn/rahn tasjily/ijarah contract, it can be written in the type of product and/or service “Appraisal Services”. If the type of financial service product and/or service is not listed in column (a) of this report format, then the PUJK writes in the type of product and/or service “other activities (state)” by stating the type of product and/or service not yet listed in existing product and/or service types. Example:
If there is a Complaint concerning Gold Savings products and/or services, the PUJK fills in the Complaint Service Report under the type of product and/or service “Other Activities (Gold Savings)”.
Category of Issue
The PUJK fills in the Category of Issue column in column (b) by choosing one of the categories listed in the Complaint Service Report format according to the substance of the issue, including:

Collateral
Lost/Damaged: If the complaint issue relates to collateral that is lost or damaged.
In the event that there is 1 (one) Complaint involving several problem categories in column (b) that are interrelated, the PUJK only needs to fill in the number of Complaints that are the main issue. Example:
A Consumer submits a Complaint against the Disbursement of Loan Funds with Collateral Based on Pawn Law regarding unpaid installments that have not been recorded, resulting in the auction of the collateral. The PUJK fills in the Complaint Service Report as follows:

Jenis Produk dan/atau Layanan (a)	Kategori Permasalahan (b)
Penyaluran Uang Pinjaman dengan Jaminan Berdasarkan Hukum Gadai	Angsuran

In the event that the problem category experienced is not listed in the “Kategori Permasalahan” column of this report format, the PUJK writes in the problem category “Lainnya: ...(specify)” by specifying the complaint issue in question. Example:
A Consumer submits a Complaint regarding the product and/or service of Disbursement of Loan Funds with Collateral Based on Pawn Law concerning the misuse of personal data in the loan application. The PUJK fills in the Complaint Service Report as follows:

Jenis Produk dan/atau Layanan (a)	Kategori Permasalahan (b)
Penyaluran Uang Pinjaman dengan Jaminan Berdasarkan Hukum Gadai	Lainnya: Penyalahgunaan data pribadi

Number of Complaints
In column (c), the value will be filled in automatically when the PUJK fills in the number of Complaints for each resolution status found in columns (d) through (h).
Resolution Status
In columns (d) through (h), the PUJK fills in the number of Complaints for each type of product and/or service for each problem category based on the complaint resolution status. Types of resolution status:
a. “Completed” resolution status (column d) if the Complaint has been given a Complaint Response by the PUJK and:

The Consumer gives approval for that Complaint Response;
The Consumer does not submit an objection; or
The Consumer submits an objection but the PUJK rejects the Consumer’s objection.
b. “In Process” resolution status (column e) if:
The Complaint is being processed
a) Oral Complaints are categorized as being in process counted from when they are received by the PUJK; or b) Written Complaints are categorized as being in process counted from when documents directly related to the Complaint are received completely.
The Complaint has been given a Complaint Response but the Consumer submits an objection and the PUJK is currently handling the objection.
c. “In Process” resolution status (column f) if the Complaint has been given a Complaint Response, but the Consumer submits an objection and the PUJK has not yet decided to handle the objection.
d. “Dispute Complaint” resolution status if the Complaint does not reach an agreement and is forwarded to:
Alternative Dispute Resolution Institution for the Financial Services Sector (column g); or
Courts and other parties (column h).

COMPLAINT SERVICE REPORT FOR GUARANTEE COMPANIES
PART I: TYPES OF PRODUCTS AND/OR SERVICES AND COMPLAINTS FILED

No	Jenis Produk dan/atau Layanan Jasa Keuangan (a)	Kategori Permasalahan (b)
1.	Penjaminan Kredit, Pembiayaan, atau Pembiayaan Berdasarkan Prinsip Syariah yang Diberikan oleh Lembaga Keuangan	1.1 Pencairan klaim ditunda/ditolak
		1.2 Ketidaksesuaian perhitungan pembayaran Imbal Jasa Penjaminan (IJP)
		1.3 Kesulitan klaim
		1.4 Pelanggaran oleh agen
		1.5 Data tidak akurat
		1.6 Penyalahgunaan data pribadi
		1.7 Fraud, penipuan, kecurangan oleh pegawai dan/atau pihak lain
		1.8 Lainnya:... (sebutkan)
2.	Penjaminan Pinjaman yang Disalurkan oleh Koperasi Simpan Pinjam atau Koperasi yang Mempunyai Unit Usaha Simpan Pinjam Kepada Anggotanya
3.	Penjaminan Kredit dan/atau Pinjaman Program Kemitraan yang Disalurkan oleh Badan Usaha Milik Negara dalam Rangka Program Kemitraan dan Bina Lingkungan
4.	Penjaminan Atas Surat Utang
5.	Penjaminan Pembelian Barang Secara Angsuran
6.	Penjaminan Transaksi Dagang
7.	Penjaminan Pengadaan Barang dan/atau Jasa (Surety Bond)
8.	Penjaminan Bank Garansi (Kontra Bank Garansi)
9.	Penjaminan Surat Kredit Berdokumen Dalam Negeri
10.	Penjaminan Letter of Credit
11.	Penjaminan Kepabeanan (Customs Bond)
12.	Penjaminan Cukai
13.	Pemberian Jasa Konsultasi Manajemen terkait dengan Kegiatan Usaha Penjaminan
14.	Kegiatan Lainnya (sebutkan)
		TOTAL

TECHNICAL GUIDELINES FOR FILLING OUT THE COMPLAINT SERVICE REPORT
Part I:
Filling out this part is done by summing the Complaints received during the reporting period.

Types of Products and/or Services
Guarantee Companies choose the type of financial product and/or service in column (a) in the Guarantee Company Complaint Service Report format according to the substance of the Complaint. If the type of financial product and/or service is not listed in the attachment of this report format, the PUJK writes in the type of product and/or service as “kegiatan lainnya (sebutkan)” by specifying the type of product and/or service not yet listed in the existing types of products and/or services.
Problem Categories
The PUJK fills in the problem category in column (b) by choosing one of the categories listed in the Complaint Service Report format according to the substance of the problem, including:
Pencairan klaim ditunda/ditolak: If the complaint issue relates to the disbursement of claims that are delayed or rejected. In the event that there is 1 (one) Complaint involving several problem categories in column (b) that are interrelated, the PUJK only needs to fill in the number of Complaints that are the main issue. Example:
A Consumer submits a Complaint against Guarantee of Commercial Transactions regarding the mismatch in the calculation of the payment of Guarantee Service Remuneration (IJP), causing the disbursement of claims to be delayed. The PUJK fills in the Complaint Service Report as follows:

Jenis Produk dan/atau Layanan (a)	Kategori Permasalahan (b)
Penjaminan Transaksi Dagang	Ketidaksesuaian perhitungan pembayaran Imbal Jasa Penjaminan (IJP)

In the event that the problem category experienced is not listed in the “Kategori Permasalahan” column of this report format, the PUJK writes in the problem category “Lainnya: ...(specify)” by specifying the complaint issue in question. Example:
A Consumer submits a Complaint regarding the product and/or service of Credit Guarantee concerning the mismatch between the consumer's credit guarantee history data and the data in the Financial Services Information System (OJK Checking). The PUJK fills in the Complaint Service Report as follows:

Jenis Produk dan/atau Layanan (a)	Kategori Permasalahan (b)
Penjaminan Kredit, Pembiayaan, atau Pembiayaan Berdasarkan Prinsip Syariah yang Diberikan oleh Lembaga Keuangan	Lainnya: Sistem Layanan Informasi Keuangan (OJK Checking)

Number of Complaints
In column (c), the value will be filled in automatically when the PUJK fills in the number of Complaints for each resolution status found in columns (d) through (h).
Resolution Status
In columns (d) through (h), the PUJK fills in the number of Complaints for each type of product and/or service for each problem category based on the complaint resolution status. Types of resolution status:
a. “Completed” resolution status (column d) if the Complaint has been given a Complaint Response by the PUJK and:

The Consumer gives approval for that Complaint Response;
The Consumer does not submit an objection; or
The Consumer submits an objection but the PUJK rejects the Consumer’s objection.
b. “In Process” resolution status (column e) if:
The Complaint is being processed
a) Oral Complaints are categorized as being in process counted from when they are received by the PUJK; or b) Written Complaints are categorized as being in process counted from when documents directly related to the Complaint are received completely.
The Complaint has been given a Complaint Response but the Consumer submits an objection and the PUJK is currently handling the objection.
c. “In Process” resolution status (column f) if the Complaint has been given a Complaint Response, but the Consumer submits an objection and the PUJK has not yet decided to handle the objection.
d. “Dispute Complaint” resolution status if the Complaint does not reach an agreement and is forwarded to:
Alternative Dispute Resolution Institution for the Financial Services Sector (column g); or
Courts and other parties (column h).

COMPLAINT SERVICE REPORT FOR PENSION FUND COMPANIES
PART I: TYPES OF PRODUCTS AND/OR SERVICES AND COMPLAINTS FILED

No	Jenis Produk dan/atau Layanan Jasa Keuangan (a)	Kategori Permasalahan (b)
1.	Program Pensiun Iuran Pasti	1.1 Biaya pajak/administrasi/klaim
		1.2 Jumlah manfaat
		1.3 Kegagalan/keterlambatan transaksi
		1.4 Keterlambatan pembayaran manfaat
		1.5 Permintaan pengembalian dana
		1.6 Perubahan/pemutusan akad/perjanjian/kontrak
		1.7 Perubahan data dan laporan
		1.8 Pindah bayar manfaat pensiun
		1.9 Fraud, penipuan, kecurangan oleh pegawai dan/atau pihak lain
		1.10 Lainnya:… (sebutkan)
2.	Program Pensiun Manfaat Pasti	2.1 Biaya pajak/administrasi/klaim
		2.2 Jumlah manfaat
		2.3 Kegagalan/keterlambatan transaksi
		2.4 Keterlambatan pembayaran manfaat
		2.5 Permintaan pengembalian dana
		2.6 Perubahan/pemutusan akad/perjanjian/kontrak
		2.7 Pengkinian data
		2.8 Perubahan data dan laporan
		2.9 Pindah bayar manfaat pensiun
		2.10 Perhitungan iuran
		2.11 Fraud, penipuan, kecurangan oleh pegawai dan/atau pihak lain
		2.12 Lainnya:… (sebutkan)
3.	Manfaat Lain (Dana Pendidikan untuk Anak, Perumahan, Ibadah Keagamaan dan Dana Santunan Cacat, Kematian, Kesehatan, Pesangon, serta Manfaat Tambahan)	3.1 Biaya administrasi/klaim/pajak
		3.2 Jumlah manfaat
		3.3 Kegagalan/keterlambatan transaksi
		3.4 Keterlambatan pembayaran manfaat
		3.5 Fraud, penipuan, kecurangan oleh pegawai dan/atau pihak lain
		3.6 Lainnya:… (sebutkan)
4.	Produk dan/atau Layanan Lainnya (sebutkan)	Lainnya:… (sebutkan)
		TOTAL

TECHNICAL GUIDELINES FOR FILLING OUT THE COMPLAINT SERVICE REPORT
Part I:
Filling out this part is done by summing the Complaints received during the reporting period.

Types of Products and/or Services
Pension Fund Companies choose the type of financial product and/or service in column (a) in the Pension Fund Company Complaint Service Report format according to the substance of the Complaint. Example:
If there is a Complaint regarding a pension program using Sharia principles, the PUJK can choose the type of product and/or service according to the program scheme that is the substance of the consumer's complaint, including Defined Contribution Pension Program, Defined Benefit Pension Program, or Other Benefits (education funds for children, housing, religious worship, and disability, death, health, severance, and additional benefit funds).
Problem Categories
The PUJK fills in the problem category in column (b) by choosing one of the categories listed in the Complaint Service Report format according to the substance of the problem, including:
a. Kegagalan/keterlambatan transaksi: If the complaint issue relates to transaction failures or delays, including system disruptions causing transaction failures or delays. b. Jumlah Manfaat: If the complaint issue relates to the amount of pension fund benefits, including differences in the calculation of benefits between the consumer and the PUJK. In the event that there is 1 (one) Complaint involving several problem categories in column (b) that are interrelated, the PUJK only needs to fill in the number of Complaints that are the main issue. Example:
A Consumer submits a Complaint against the Defined Contribution Pension Program regarding a disruption in the PUJK application system causing a delay in benefit payments. The PUJK fills in the Complaint Service Report as follows:

Jenis Produk dan/atau Layanan (a)	Kategori Permasalahan (b)
Program Pensiun Iuran Pasti	Kegagalan/keterlambatan transaksi

In the event that the problem category experienced is not listed in column (b) “Kategori Permasalahan” of this report format, the PUJK writes in the problem category “Lainnya: ...(specify)” by specifying the complaint issue in question. Example:
A Consumer submits a Complaint regarding the product and/or service of the Defined Benefit Pension Program concerning the disbursement of pension benefits without consumer approval. The PUJK fills in the Complaint Service Report as follows:

Jenis Produk dan/atau Layanan (a)	Kategori Permasalahan (b)
Program Pensiun Manfaat Pasti	Lainnya: Pencairan manfaat pensiun tanpa persetujuan konsumen

Number of Complaints
In column (c), the value will be filled in automatically when the PUJK fills in the number of Complaints for each resolution status found in columns (d) through (h).
Resolution Status
In columns (d) through (h), the PUJK fills in the number of Complaints for each type of product and/or service for each problem category based on the complaint resolution status. Types of resolution status:
a. “Completed” resolution status (column d) if the Complaint has been given a Complaint Response by the PUJK and:

The Consumer gives approval for that Complaint Response;
The Consumer does not submit an objection; or
The Consumer submits an objection but the PUJK rejects the Consumer’s objection.
b. “In Process” resolution status (column e) if:
The Complaint is being processed:
a) Oral Complaints are categorized as being in process counted from when they are received by the PUJK; or b) Written Complaints are categorized as being in process counted from when documents directly related to the Complaint are received completely.
The Complaint has been given a Complaint Response but the Consumer submits an objection and the PUJK is currently handling the objection.
c. “In Process” resolution status (column f) if the Complaint has been given a Complaint Response, but the Consumer submits an objection and the PUJK has not yet decided to handle the objection.
d. “Dispute Complaint” resolution status if the Complaint does not reach an agreement and is forwarded to:
Alternative Dispute Resolution Institution for the Financial Services Sector (column g); or
Courts and other parties (column h).

COMPLAINT SERVICE REPORT FOR INFORMATION TECHNOLOGY-BASED JOINT FINANCING SERVICES
PART I: TYPES OF PRODUCTS AND/OR SERVICES AND COMPLAINTS FILED

No	Jenis Produk dan/atau Layanan Jasa Keuangan (a)	Kategori Permasalahan (b)
1.	Pendanaan Produktif	1.1 Bunga/bagi hasil/margin keuntungan
		1.2 Biaya administrasi/provisi/transaksi
		1.3 Denda/penalti
		1.4 Penyalahgunaan dana
		1.5 Jumlah pokok/tagihan
		1.6 Penyalahgunaan data pribadi
		1.7 Kegagalan/keterlambatan transaksi
		1.8 Perilaku petugas penagihan
		1.9 Fraud, penipuan, kecurangan oleh pegawai dan/atau pihak lain
		1.10 Sistem Layanan Informasi Keuangan (OJK Checking)
		1.11 Lainnya:... (sebutkan)
2.	Pendanaan Multiguna	2.1 Biaya administrasi/provisi/transaksi
		2.2 Fraud, penipuan, kecurangan oleh pegawai dan/atau pihak lain
		2.3 Lainnya:… (sebutkan)
3.	Produk dan/atau Layanan Lainnya (sebutkan)
		TOTAL

TECHNICAL GUIDELINES FOR FILLING OUT THE COMPLAINT SERVICE REPORT
Part I:
Filling out this part is done by summing the Complaints received during the reporting period.

Types of Products and/or Services
Information Technology-Based Joint Financing Service Providers choose the type of financial product and/or service in column (a) of the Information Technology-Based Joint Financing Service Provider Complaint Service Report format according to the substance of the Complaint. Example:
a. If there is a Complaint regarding invoice financing, purchase order procurement, online seller goods procurement, business capital facilities, or project financing, it can be written in the type of product and/or service as “Pendanaan Produktif”. b. If there is a Complaint regarding financing for goods and/or services for use/consumption and not for business or productive activities within the agreed period, it can be written in the type of product and/or service as “Pendanaan Multiguna”. If the type of financial product and/or service is not listed in column (a) of this report format, the PUJK writes in the type of product and/or service as “kegiatan lainnya (sebutkan)” by specifying the type of product and/or service not yet listed in the existing types of products and/or services.
Problem Categories
The PUJK fills in the Problem Category in column (b) by choosing one of the categories listed in the Complaint Service Report format according to the substance of the problem, including:
a. Kegagalan/keterlambatan transaksi: If the complaint issue relates to transaction failures or delays, including system disruptions causing transaction failures or delays. b. Denda/Penalti: If the complaint issue relates to fines or penalties imposed on consumers in the utilization of products and/or services. In the event that there is 1 (one) Complaint involving several problem categories in column (b) that are interrelated, the PUJK only needs to fill in the number of Complaints that are the main issue. A Consumer submits a Complaint against Multiguna Financing regarding installments that have been paid but not received by the PUJK due to system obstacles/disruptions, resulting in the consumer being charged a late payment penalty. The PUJK fills in the Complaint Service Report as follows:

Jenis Produk dan/atau Layanan (a)	Kategori Permasalahan (b)
Pendanaan Multiguna	Kegagalan/keterlambatan transaksi

In the event that the problem category experienced is not listed in column (b) “Kategori Permasalahan” of this report format, the PUJK writes as follows: “lainnya: ... (specify problem description)”. Example:
A Consumer submits a Complaint regarding the product and/or service of Multiguna Financing concerning the disbursement of funds done without approval. The PUJK fills in the Complaint Service Report as follows:

Jenis Produk dan/atau Layanan (a)	Kategori Permasalahan (b)
Pendanaan Multiguna	Lainnya: Pencairan tanpa persetujuan

Number of Complaints
In column (c), the value will be filled in automatically when the PUJK fills in the number of Complaints for each resolution status found in columns (d) through (h).
Resolution Status
In columns (d) through (h), the PUJK fills in the number of Complaints for each type of product and/or service for each problem category based on the complaint resolution status. Types of resolution status:
a. “Completed” resolution status (column d) if the Complaint has been given a Complaint Response by the PUJK and:

The Consumer gives approval for that Complaint Response;
The Consumer does not submit an objection; or
The Consumer submits an objection but the PUJK rejects the Consumer’s objection.
b. “In Process” resolution status (column e) if:
The Complaint is being processed
a) Oral Complaints are categorized as being in process counted from when they are received by the PUJK; or b) Written Complaints are categorized as being in process counted from when documents directly related to the Complaint are received completely.
The Complaint has been given a Complaint Response but the Consumer submits an objection and the PUJK is currently handling the objection.
c. “In Process” resolution status (column f) if the Complaint has been given a Complaint Response, but the Consumer submits an objection and the PUJK has not yet decided to handle the objection.
d. “Dispute Complaint” resolution status if the Complaint does not reach an agreement and is forwarded to:
Alternative Dispute Resolution Institution for the Financial Services Sector (column g); or
Courts and other parties (column h).

COMPLAINT SERVICE REPORT FOR FINANCING INSTITUTIONS
PART I: TYPES OF PRODUCTS AND/OR SERVICES AND COMPLAINTS FILED

No	Jenis Produk dan/atau Layanan Jasa Keuangan (a)	Kategori Permasalahan (b)
1.	Pembiayaan Investasi berupa Sewa Pembiayaan	1.1 Bunga/bagi hasil/margin keuntungan
		1.2 Denda/penalti
		1.3 Biaya administrasi/provisi/transaksi
		1.4 Kegagalan/keterlambatan transaksi
		1.5 Jumlah tagihan/pokok
		1.6 Pencairan dana
		1.7 Permasalahan asuransi objek pembiayaan
		1.8 Permasalahan agunan/jaminan
		1.9 Sistem Layanan Informasi Keuangan (OJK Checking)
		1.10 Perilaku Petugas Penagihan
		1.11 Penyalahgunaan data pribadi
		1.12 Penyelesaian kelebihan pembayaran/permintaan refund
		1.13 Permasalahan Asuransi Kredit/Jiwa
		1.14 Fraud, penipuan, kecurangan oleh pegawai dan/atau pihak lain
		1.15 Lainnya:… (sebutkan)
2.	Pembiayaan Investasi berupa Jual dan Sewa Balik (sale and leaseback)	2.1 Bunga/bagi hasil/margin keuntungan
		2.2 Denda/penalti
		2.3 Biaya administrasi/provisi/Transaksi
		2.4 Kegagalan/keterlambatan Transaksi
		2.5 Jumlah tagihan/pokok
		2.6 Pencairan dana
		2.7 Permasalahan asuransi objek pembiayaan
		2.8 Permasalahan agunan/jaminan
		2.9 Sistem Layanan Informasi Keuangan (OJK Checking)
		2.10 Perilaku petugas penagihan
		2.11 Penyalahgunaan data pribadi
		2.12 Penyelesaian kelebihan

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
2.13 Insurance Problems
Credit/Life Insurance
2.14 Fraud,
scams, employee and/or third-party deception
2.15 Others:...
(specify)
3. Investment Financing
involving Factoring with Guarantees from the Seller
3.1 Interest/profit share/
profit margin
3.2 Receivables amount
3.3 Fund disbursement
3.4 Collateral/
guarantee problems

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
Receivables Guarantees
3.5 Collection officer
behavior
3.6 Financial Information
Service System (OJK
Checking)
3.7 Fraud,
scams, deception by employees and/or third parties
3.8 Others:...
(specify)
4. Investment Financing
involving Purchase with Payment
4.1 Interest/profit share/
profit margin
4.2 Fines/penalties
4.3 Failure/
delay in installment

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) transactions
4.4 Administrative
fees/provisions/ transaction fees
4.5 Amount
of bills
4.6 Fund disbursement
4.7 Problems with
insurance of the financed object
4.8 Collateral/
guarantee problems
4.9 Objections to
additional costs/ fines
4.10 Collection officer
behavior

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
4.11 Misuse of
personal data
4.12 Excess
payment/ refund requests
4.13 Insurance
Problems
Credit/Life
4.14 Fraud,
scams, deception by employees and/or third parties
4.15 Others:...
(specify)
5. Investment Financing
involving
Financing
5.1 Failure/
Delay
5.2 Fund disbursement
5.3 Transactions

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
Project 5.4 Others:...
(specify)
6. Investment Financing
involving
Infrastructure
Financing
6.1. Fraud,
scams, deception by employees and/or third parties
6.2. Others:...
(specify)
7. Working Capital Financing
involving Sale and Leaseback (Sale and
Leaseback)
7.1 Fund disbursement
7.2 Fraud,
scams, deception by employees and/or third parties
7.3 Others:...
(specify)
8. Working Capital Financing
involving Factoring
8.1 Interest/profit share/
profit margin

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
With Guarantees from the Seller
Receivables
8.2 Receivables amount
8.3 Fund disbursement
8.4 Collateral/
guarantee problems
8.5 Collection Officer
Behavior
8.6 Misuse of
personal data
8.7 Financial Information
Service System (OJK
Checking)
8.8 Fraud, scams,
deception by employees and/or third parties
8.9 Others:...
(specify)
9. Financing 9.1 Interest/ profit

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
Working Capital involving Factoring without
Guarantees from the Seller
Receivables share/ profit margin
9.2 Receivables
amount
9.3 Fund disbursement
9.4 Collateral/
Guarantee problems
9.5 Behavior
of Collection
Officers
9.6 Misuse of personal
data
9.7 Financial Information
Service System (OJK
Checking)
9.8 Fraud,
scams, deception by employees

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) and/or third parties
9.9 Others:...
(specify)
10. Working Capital Financing
involving
Business Capital
Facilities
10.1 Collateral/
guarantee problems
10.2 Fund
disbursement
10.3 Fraud,
scams, deception by employees and/or third parties
10.4 Others:...
(specify)
11. Multi-purpose Financing
involving Financial
Lease
11.1 Collateral/
guarantee problems
11.2 Fund
disbursement

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
11.3 Others:...
(specify)
12. Multi-purpose Financing
involving
Purchase with
Payment in Installments
12.1 Interest/profit share/
profit margin
12.2 Fines/penalties
12.3 Failure/
delay in transactions
12.4 Fund disbursement
12.5 Amount
of bills
12.6 Problems with
insurance of the financed object
12.7 Collateral/
guarantee problems
12.8 Financial Information
Service System (OJK
Checking)

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
12.9 Administrative
fees/provisions/ transactions
12.10 Misuse of personal
data
12.11 Behavior
of collection officers
12.12 Violations
by agents
12.13 Fraud,
scams, deception by employees and/or third parties
12.14 Others:...
(specify)
13. Multi-purpose Financing
13.1 Interest/profit share/
profit margin

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) involving
Fund
Facilities
13.2 Fines/penalties
13.3 Failure/
delay in transactions
13.4 Amount of bills
13.5 Fund disbursement
13.6 Problems with
insurance of the financed object
13.7 Collateral/
guarantee problems
13.8 Financial Information
Service System (OJK
Checking).
13.9 Administrative
fees/provisions/ transactions
13.10 Misuse-

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) of personal data
13.11 Behavior
of collection officers
13.12 Violations
by agents
13.13 Fraud,
scams, deception by employees and/or third parties
13.14 Others:...
(specify)
14. Multi-purpose Financing
other financing approved by OJK
14.1 Fund
disbursement
14.2 Fraud,
scams, deception by employees and/or

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) third parties
14.3 Others:...
(specify)
15. Financing
Buy-Sell Based on
Sharia Principles
15.1 Failure/
delay in transactions
15.2 Fines/penalties
15.3 Amount
of bills/principal
15.4 Fund
disbursement
15.5 Behavior
of collection officers
15.6 System
of Financial
Information
Services (OJK
Checking)
15.7 Fraud,
scams, deception by

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) employees and/or third parties
15.8 Others:...
(specify)
16. Investment Financing
Based on
Sharia Principles
16.1 Failure/
delay in transactions
16.2 Fines/penalties
16.3 Amount
of bills/ principal
16.4 Fund disbursement
16.5 Behavior
of collection officers
16.6 Financial Information
Service System (OJK
Checking)
16.7 Fraud,
scams,

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) deception by employees and/or third parties
16.8 Others:...
(specify)
17. Service Financing
Based on
Sharia Principles
17.1 Failure/
delay in transactions
17.2 Fines/penalties
17.3 Amount
of bills/principal
17.4 Fund disbursement
17.5 Behavior
of collection officers
17.6 System
of Financial
Information
Services (OJK
Checking)
17.7 Fraud,

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) scams, deception by employees and/or third parties
17.8 Others:...
(specify)
18. Venture Capital
Equity Participation
18.1 Fraud,
scams, deception by employees and/or third parties
18.2 Others:...
(specify)
19. Participation
through purchase of bonds/ sukuk/ conversion
19.1 Fraud,
scams, deception by employees and/or third parties
19.2 Others:...

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
(specify)
20. Financing
Through
Purchase of
Debt Instruments/
Sukuk/
Sharia Bonds Issued by Business
Partners at the
Pioneering
Stage and/or
Business
Development
20.1 Fraud,
scams, deception by employees and/or third parties
20.2 Collateral/
guarantee problems
20.3 Others:...
(specify)
21. Productive Business
Financing
21.1 Collateral/
guarantee problems
21.2 Fund
disbursement

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
21.3 Fraud,
scams, deception by employees and/or third parties
21.4 Others:...
(specify)
22. Financing Based on
Profit Sharing
Principles
22.1 Amount of bills
22.2 Fund disbursement
22.3 Fraud,
scams, deception by employees and/or third parties
22.4 Others:...
(specify)
23. Products
and/or
Services
Others: ... (specify)

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
Others
(specify)
TOTAL

TECHNICAL GUIDELINES FOR FILLING OUT THE COMPLAINT SERVICE REPORT
Part I:
Filling out this section is done by summing up Complaints received during the reporting period.

Type of Product and/or Service
Financing Institutions select the financial product and/or service in column (a) of the Financing Institution Complaint Service Report format according to the substance of the Complaint. If the type of financial product and/or service is not listed in column (a) of this report format, the Financial Service Business Entity selects the product and/or service type "Other Financing approved by OJK".
Problem Category
The Financial Service Business Entity fills in the Problem Category in column (b) by selecting one of the categories listed in the Complaint Service Report format according to the substance of the problem, including:
a. Interest/Profit Share/Profit
Margin
: If the Complaint problem relates to interest, profit share, or profit margin of a product and/or service. b. Fines/Penalties : If the Complaint problem relates to fines or penalties imposed on consumers in the use of products and/or services.
c. Failure/delay
in transactions
: If the Complaint problem relates to failure or delay in transactions, including system/application disruptions by the Financial Service Business Entity that cause transaction failures or delays. If there is 1 (one) Complaint involving several problem categories in column (b) that are related, the Financial Service Business Entity only needs to fill in the number of Complaints that are the main problem. Example:
A consumer submits a Complaint regarding the "Multi-purpose Financing involving Purchase with Payment in Installments" product regarding the misuse of personal data that prevents the consumer from applying for financing due to a Financial Information Service System (OJK Checking) history deemed not to meet requirements, then the Financial Service Business Entity fills out the Complaint Service Report as follows:

Type of Product and/or Service
(a)
Problem Category
(b)
Multi-purpose Financing involving Purchase with Payment in Installments Misuse of personal data If the problem category experienced is not listed in column (b) "Problem Category" of this report format, the Financial Service Business Entity writes as follows: "others: ... (specify the problem description)". Example:
A consumer submits a Complaint regarding the Multi-purpose Financing involving Purchase with Payment in Installments product and/or service regarding the transfer of credit facilities without the consumer's knowledge, then the Financial Service Business Entity fills out the Complaint Service Report as follows:
Type of Product and/or Service
(a)
Problem Category
(b)
Multi-purpose Financing involving Purchase with Payment in Installments Others:
Transfer of credit facilities without consumer consent
3. Number of Complaints
In column (c), the value will be filled automatically when the Financial Service Business Entity fills in the number of Complaints for each resolution status found in columns (d) through (h).
4. Resolution Status
In columns (d) through (h), the Financial Service Business Entity fills in the number of Complaints for each type of product and/or service for each problem category based on the complaint resolution status. Types of resolution status:
a. "Completed" resolution status (column d) if the Complaint has been given a Complaint Response by the Financial Service Business Entity and:

The Consumer gives approval to the Complaint Response;
The Consumer does not submit an objection; or
The Consumer submits an objection but the Financial Service Business Entity rejects the Consumer's objection.
b. "In Process" resolution status (column e) if:
The Complaint is being processed:
a) Oral Complaints are categorized as being in process counted from when they are received by the Financial Service Business Entity; or b) Written Complaints are categorized as being in process counted from when documents directly related to the Complaint are received completely.
The Complaint has been given a Complaint Response but the Consumer submits an objection and the Financial Service Business Entity is handling the objection.
c. "In Process" resolution status (column f) if the Complaint has been given a Complaint Response, but the Consumer submits an objection and the Financial Service Business Entity has not yet decided to handle the objection.
d. "Dispute Complaint" resolution status if the Complaint does not reach an agreement and is forwarded to:
Alternative Dispute Resolution Institution for the Financial Service Sector (column g); or
Courts and other parties (column h).

COMPLAINT SERVICE REPORT FOR CROWDFUNDING SERVICE PROVIDERS
PART I: TYPE OF PRODUCT AND/OR SERVICE AND COMPLAINTS FILED
No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)

Equity Nature
Securities Transactions
1.1 Failure/
delay in transactions
1.2 Return/yield
1.3 Transactions without
Consumer
Approval
1.4 Fraud, scams,
deception by employees and/or third parties
1.5 Others:...
(specify)
2 Debt Nature
Securities Transactions
3 Sukuk Transactions
4 Equity Nature
Securities Marketing
2.1 Return/yield
2.2 Violations by

No
Type of Financial Product and/or Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
5 Debt Nature
Securities Marketing agents
2.3 Fraud, scams,
deception by employees and/or third parties
2.4 Others:...
(specify)
6 Sukuk Marketing
7 Other services
(specify)
Others:...
(specify)
TOTAL

TECHNICAL GUIDELINES FOR FILLING OUT THE COMPLAINT SERVICE REPORT
Part I:
Filling out this section is done by summing up Complaints received during the reporting period.

Type of Product and/or Service
Crowdfunding Service Providers select the type of financial product and/or service in column (a) of the Crowdfunding Service Provider Complaint Service Report format according to the substance of the Complaint. If the type of financial product and/or service is not listed in column (a) of this report format, the Financial Service Business Entity writes in the product and/or service type "other activities (specify)" by specifying the type of product and/or service not yet listed in existing product and/or service types.
Problem Category
The Financial Service Business Entity fills in the Problem Category in column (b) by selecting one of the categories listed in the Complaint Service Report format according to the substance of the problem, including:
a. Failure/delay in transactions
: If the Complaint problem relates to failure or delay in transactions, including system disruptions that cause transaction failures or delays. b. Violations by agents : If the Complaint problem relates to violations by agents, including marketing/offers by agents that do not match consumer needs and capabilities (misselling). If there is 1 (one) Complaint involving several problem categories in column (b) that are related, the Financial Service Business Entity only needs to fill in the number of Complaints that are the main problem. If the problem category experienced is not listed in column (b) "Problem Category" of this report format, the Financial Service Business Entity writes in the problem category "others: ... (specify)" by specifying the complaint problem in question. Example:
A consumer submits a Complaint regarding the Equity Securities Transaction product and/or service regarding the misuse of personal data resulting in account changes without consumer approval, then the Financial Service Business Entity fills out the Complaint Service Report as follows:

Type of Product and/or Service
(a)
Problem Category
(b)
Equity Securities Transaction involving Equity Stock Transactions Others:
Misuse of personal data
3. Number of Complaints
In column (c), the value will be filled automatically when the Financial Service Business Entity fills in the number of Complaints for each resolution status found in columns (d) through (h).
4. Resolution Status
In columns (d) through (h), the Financial Service Business Entity fills in the number of Complaints for each type of product and/or service for each problem category based on the complaint resolution status. Types of resolution status:
a. "Completed" resolution status (column d) if the Complaint has been given a Complaint Response by the Financial Service Business Entity and:

The Consumer gives approval to the Complaint Response;
The Consumer does not submit an objection; or
The Consumer submits an objection but the Financial Service Business Entity rejects the Consumer's objection.
b. "In Process" resolution status (column e) if:
The Complaint is being processed:
a) Oral Complaints are categorized as being in process counted from when they are received by the Financial Service Business Entity; or b) Written Complaints are categorized as being in process counted from when documents directly related to the Complaint are received completely.
The Complaint has been given a Complaint Response but the Consumer submits an objection and the Financial Service Business Entity is handling the objection.
c. "In Process" resolution status (column f) if the Complaint has been given a Complaint Response, but the Consumer submits an objection and the Financial Service Business Entity has not yet decided to handle the objection.
d. "Dispute Complaint" resolution status if the Complaint does not reach an agreement and is forwarded to:
Alternative Dispute Resolution Institution for the Financial Service Sector (column g); or
Courts and other parties (column h).

COMPLAINT SERVICE REPORT FOR MICROFINANCE INSTITUTIONS
PART I: TYPE OF PRODUCT AND/OR SERVICE AND COMPLAINTS FILED
No
Type of
Product and/or
Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)

Loan/
financing disbursement
1.1 Interest/profit share/
profit margin
1.2 Administrative
fees/provisions/ transactions
1.3 Fines/penalties
1.4 Balance position
1.5 Behavior of collection
officers
1.6 Fraud, scams,
deception by employees and/or third parties
1.7 Others: ... (specify)
Savings
Management
2.1 Interest/profit share/
profit margin
2.2 Administrative
fees/provisions/ transactions

No
Type of
Product and/or
Service
Problem Category
Number of Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
2.3 Balance position and fund
transactions
2.4 Fraud, scams,
deception by employees and/or third parties
2.5 Others: ... (specify)
3. Products
and/or
Services others
(specify)
3.1 Administrative
fees/provisions/ transactions
3.2 Fraud, scams,
deception by employees and/or third parties
3.3 Others: ... (specify)

TECHNICAL GUIDELINES FOR FILLING OUT THE COMPLAINT SERVICE REPORT
Part I:
Filling out this section is done by summing up Complaints received during the reporting period.

Type of Product and/or Service
Microfinance Institutions select the type of financial product and/or service in column (a) of the Microfinance Institution Complaint Service Report format according to the substance of the Complaint. If the type of financial product and/or service is not listed in the report format appendix, the Financial Service Business Entity writes in the product and/or service type "other activities (specify)" by specifying the type of product and/or service not yet listed in existing product and/or service types.
Problem Category
The Financial Service Business Entity fills in the Problem Category in column (b) by selecting one of the categories listed in the Complaint Service Report format according to the substance of the problem, including:
Balance Position : If the Complaint problem relates to the amount of the balance, including regarding differences in balance position calculations between the consumer and the Financial Service Business Entity. If there is 1 (one) Complaint involving several problem categories that are related, the Financial Service Business Entity only needs to fill in the number of Complaints that are the main problem. Example:
A consumer submits a Complaint regarding fraud by a Financial Service Business Entity employee/agent who did not administer consumer savings, causing a difference in the amount of savings balance, then the Financial Service Business Entity fills out the Complaint Service Report as follows:
Type of Product and/or Service
(a)
Problem Category
(b)
Savings Management
Fraud, scams, deception by employees and/or third parties

If the problem category experienced is not listed in column (b) "problem category" of this report format, the Financial Service Business Entity writes in the problem category "others: ... (specify)" by specifying the complaint problem in question. Example:
A consumer submits a Complaint regarding the loan/financing disbursement product and/or service regarding the misuse of personal data in loan applications, then the Financial Service Business Entity fills out the Complaint Service Report as follows:
Type of Product and/or Service
(a)
Problem Category
(b)
Loan/financing disbursement
Others:
Misuse of personal data
3. Number of Complaints
In column (c), the value will be filled automatically when the Financial Service Business Entity fills in the number of Complaints for each resolution status found in columns (d) through (h).
4. Resolution Status
In columns (d) through (h), the Financial Service Business Entity fills in the number of Complaints for each type of product and/or service for each problem category based on the complaint resolution status. Types of resolution status:
a. "Completed" resolution status (column d) if the Complaint has been given a Complaint Response by the Financial Service Business Entity and:

The Consumer gives approval to the Complaint Response;
The Consumer does not submit an objection; or
The Consumer submits an objection but the Financial Service Business Entity rejects the Consumer's objection.
b. "In Process" resolution status (column e) if:
The Complaint is being processed
a) Oral Complaints are categorized as being in process counted from when they are received by the Financial Service Business Entity; or b) Written Complaints are categorized as being in process counted from when documents directly related to the Complaint are received completely.
The Complaint has been given a Complaint Response but the Consumer submits an objection and the Financial Service Business Entity is handling the objection

c. "In Process" resolution status (column f) when a Complaint has received a Complaint Response, but the Consumer submits an objection and the Financial Service Provider has not yet decided to handle the objection.
d. "Dispute Complaint" resolution status when a Complaint does not reach an agreement and is forwarded to:

Financial Services Sector Alternative Dispute Resolution Institution (column g); or
Court and other parties (column h).

REPORT ON COMPLAINT SERVICES OF OTHER FINANCIAL SERVICE INSTITUTIONS
PART I: TYPES OF PRODUCTS AND/OR SERVICES AND COMPLAINTS RAISED
No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
A. BPJS Ketenagakerjaan (Employment Social Security Agency)

Social Security
in the form of BPJS
Ketenagakerjaan
1.1 Inconsistency
of facilities with contributions
1.2 Penalty for late
payment of contributions
1.3 Claims for
work accident insurance
1.4 Claims for
death insurance
1.5 Withdrawal of
old age security benefits
1.6 Claims for
job loss insurance
1.7 Claims for
pension insurance
1.8 Delay/Inconsistency
of transactions

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
1.9 Old Age Security (JHT) balance position
1.10 Fraud, deception,
fraud by employees and/or other parties
1.11 Others:... (specify)
2. Others:...
(specify)
Others:... (specify)
B. BPJS Kesehatan (Health Social Security Agency)

Social Security
in the form of BPJS
Kesehatan
1.1 Inconsistency
of facilities with contributions
1.2 Penalty for late
payment of contributions
1.3 Claims for
Health Insurance
1.4 Fraud, deception,
fraud by employees and/or other parties
1.5 Others:... (specify)
Others:...
(specify)
Others:... (specify)
C. BP Tapera (Housing Savings Fund Management Agency)

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)

Tapera Financing
1.1 Penalties
1.2 Administrative costs/
provision/transaction fees
1.3 Invoice amount
1.4 Fraud, deception,
fraud by employees and/or other parties
1.5 Others:... (specify)
`2. Others:...
(specify)
Others:... (specify)
D. ASABRI (Persero)
Annual Program
Old Age
1.1 Old Age Savings Claims
1.2 Fraud, deception,
fraud by employees and/or other parties
1.3 Others:... (specify)
Program
Work Accident
Insurance
2.1 Claims for
work accident insurance
2.2 Fraud, deception,
fraud by

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) employees and/or other parties
2.3 Others:... (specify)
3. Program
Death Insurance
3.1 Death Insurance Claims
3.2 Fraud, deception,
fraud by employees and/or other parties
3.3 Others:... (specify)
4. Program
Pension
4.1 Pension Claims
4.2 Fraud, deception,
fraud by employees and/or other parties
4.3 Others:... (specify)
5. Others:...
(specify)
Others:... (specify)
E. PT Jasa Raharja

Insurance
for accidents of passengers of transportation vehicles
1.1 Insurance Claims
1.2 Fraud, deception,
fraud by employees and/or other

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) general other parties
1.3 Others:... (specify)
2. Others:...
(specify)
Others:... (specify)
F. PT Permodalan Nasional Madani (Persero)

Financing
Services for
Development of
Cooperatives,
Small and Medium
Enterprises
1.1 Interest/profit sharing/
profit margin
1.2 Penalties
1.3 Administrative costs/
provision/transaction fees
1.4 Invoice amount
1.5 Collateral/Guarantee
issues
1.6 Financial Information
Service System
(OJK Checking)
1.7 Collection officer behavior
1.8 Misuse of personal
data
1.9 Fraud, deception,
fraud by employees and/or

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) other parties
1.10 Others:... (specify)
2. Others:...
(specify)
Others:... (specify)
G. Indonesia Exports Financing Agency (Lembaga Pembiayaan Ekspor Indonesia)

Guarantee 1.1 Claim disbursement
delayed/rejected
1.2 Inconsistency
in calculation of Payment for Guarantee Services (IJP)
1.3 Fraud, deception,
fraud by employees and/or other parties
1.4 Others:... (specify)
Insurance
in the form of Cargo
Insurance
2.1 Insurance claims
2.2 Fraud, deception,
fraud by employees and/or other parties
2.3 Others:... (specify)
Insurance

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) in the form of Trade Receivables Protection
4. Insurance
for Foreign
Investment
5. Other
Insurance
(specify)
6. Financing 3.1 Interest/profit sharing/margin
profit
3.2 Penalties
3.3 Administrative costs/
provision/transaction fees
3.4 Failure/
delay of transactions
3.5 Invoice amount
3.6 Collateral/Guarantee
issues
3.7 Objection to unilateral
granting of facilities
3.8 Financial Information Service
System (OJK Checking)
3.9 Fraud, deception,

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) fraud by employees and/or other parties
3.10 Collection officer
behavior
3.11 Others:… (specify)
7. Others Others:... (specify)
H. Secondary Housing Financing Company (Perusahaan Pembiayaan Sekunder Perumahan)

Disbursement
of Loans and/or
Disbursement of Financing to
KPR Disbursement
Institutions
1.1 Penalties
1.2 Costs
administrative/provision/ transaction
1.3 Invoice amount
1.4 Collateral/Guarantee
issues
1.5 Fraud, deception,
fraud by employees and/or other parties
1.6 Others:... (specify)
Others Others:... (specify)
I. Other Financial Service Institutions

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)

Other
activities
(specify)
1.1 Costs
administrative/provision/ transaction
1.2 Penalties
1.3 Fraud, deception,
fraud by employees and/or other parties
1.4 Others:... (specify)
TOTAL

TECHNICAL GUIDELINES FOR FILLING OUT COMPLAINT SERVICE REPORTS
Part I:
Filling out this section is done by summing up the Complaints received during the reporting period.

Types of Products and/or Services
Other Financial Service Institutions select the types of products and/or financial services in column (a) in the Other Financial Service Institutions format according to the substance of the Complaint. If the types of products and/or financial services of the Financial Service Provider are not listed in column (a) of this report format, the Financial Service Provider writes in the type of product and/or service "other activities (specify)" by specifying the types of products and/or services not listed in the existing types of products and/or services.
Category of Problems
The Financial Service Provider fills in the Category of Problems in column (b) by selecting one of the categories listed in the Complaint Service report format according to the substance of the problem, including:
Failure/delay of transactions
: In the event that the Complaint problem relates to failure or delay of transactions, including system disturbances that cause failure or delay of transactions. In the event that there is 1 (one) Complaint involving several categories of problems in column (b) that are interrelated, the Financial Service Provider only needs to fill in the number of Complaints that are the main problem. Example:
A Consumer submits a Complaint regarding Social Security in the form of BPJS Ketenagakerjaan concerning failure/delay of transactions due to system disturbances causing the Consumer to incur late payment penalties, then the Financial Service Provider fills in the Complaint Service Report as follows:
Type of Product and/or Service
(a)
Category of Problem
(b)
Social Security in the form of BPJS Ketenagakerjaan Failure/delay of transactions

In the event that the category of problem experienced is not listed in column (b) "category of problems" of this report format, the Financial Service Provider writes in the category of problem "others: ...(specify)" by specifying the complaint problem in question. Example:
A Consumer submits a Complaint regarding the product and/or service of Employee Savings and Insurance concerning the misuse of personal data resulting in changes to the old age savings account, then the Financial Service Provider fills in the Complaint Service Report as follows:
Type of Product and/or Service
(a)
Category of Problem
(b)
Employee Savings and Insurance Others:
Misuse of personal data
3. Number of Complaints
In column (c), it will be filled automatically when the Financial Service Provider fills in the number of Complaints for each resolution status found in columns (d) to (h).
4. Resolution Status
In columns (d) to (h), the Financial Service Provider fills in the number of Complaints for each type of product and/or service for each category of problem based on the resolution status of the Complaint. Types of resolution status:
a. "Completed" resolution status (column d) when a Complaint has received a Complaint Response from the Financial Service Provider and:

The Consumer gives approval to the Complaint Response;
The Consumer does not submit an objection; or
The Consumer submits an objection but the Financial Service Provider rejects the Consumer's objection.
b. "In Process" resolution status (column e) when:
The Complaint is being processed:
a) Oral Complaints are categorized as being in process counted from when received by the Financial Service Provider; or b) Written Complaints are categorized as being in process counted from when documents directly related to the Complaint are received completely.
A Complaint has received a Complaint Response but the Consumer submits an objection and the Financial Service Provider is handling the objection

c. "In Process" resolution status (column f) when a Complaint has received a Complaint Response, but the Consumer
submits an objection and the Financial Service Provider has not yet decided to handle the objection d. "Dispute Complaint" resolution status when a Complaint does not reach an agreement and is forwarded to:

Financial Services Sector Alternative Dispute Resolution Institution (column g); or
Court and other parties (column h).

REPORT ON COMPLAINT SERVICES OF OTHER FINANCIAL SERVICE PROVIDERS (DIGITAL ASSET TRADERS)
PART I: TYPES OF PRODUCTS AND/OR SERVICES AND COMPLAINTS RAISED
No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)

Sale and/or
Purchase between
Digital Assets and
Rupiah Currency
1.1 Administrative costs/
provision/transaction fees
1.2 Failure/
delay of transactions
1.3 Decrease in value of
digital financial assets
1.4 Facilitation
of trading of digital financial assets that have been stopped trading by OJK
1.5 Trading of digital
financial assets other than the list of digital financial assets

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) established by the exchange
1.6 Cooperating
with supporting activities that have not received approval from the Financial Services Authority
1.7 Engaging in supporting
activities
1.8 Fraud, deception,
fraud by employees and/or other parties
1.9 Others:
(specify)...
2. Exchange
Between One or More Types of
Digital Assets
2.1. Administrative costs/
provision/transaction fees
2.2. Failure/
delay of transactions
2.3. Decrease in value of
digital financial assets
2.4. Facilitation

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) of trading of digital financial assets that have been stopped trading by OJK
2.5. Trading of digital
financial assets other than the list of digital financial assets established by the exchange
2.6. Cooperating
with supporting activities that have not received approval from the Financial Services Authority
2.7. Engaging in supporting
activities
2.8. Fraud, deception,
fraud by employees and/or other parties

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
2.9. Others:...
(specify)
3. Storage of
Digital Assets
Owned by Consumers
3.1. Administrative costs/
provision/transaction fees
3.2. Failure/
delay of transactions
3.3. Decrease in value of
digital financial assets
3.4. Facilitation
of trading of digital financial assets that have been stopped trading by OJK
3.5. Trading of
digital financial assets other than the list of digital financial assets established by the exchange
3.6. Cooperating
with supporting activities

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) that have not received OJK approval
3.7. Engaging in supporting
activities
3.8. Fraud, deception,
fraud by employees and/or other parties
3.9. Others:...
(specify)
4. Transfer or
Movement of
Digital Assets
Between
Wallets
4.1. Administrative costs/
provision/transaction fees
4.2. Failure/
delay of transactions
4.3. Decrease in value of
digital financial assets
4.4. Facilitation
of trading of digital financial assets that have been stopped trading by

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
OJK
4.5. Trading of digital
financial assets other than the list of digital financial assets established by the exchange
4.6. Cooperating
with supporting activities that have not received OJK approval
4.7. Engaging in supporting
activities
4.8. Fraud, deception,
fraud by employees and/or other parties
4.9. Others:...
(specify)
5. Products
and/or
Activities
(Services)
5.1 Fraud, deception,
fraud by employees and/or other parties

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
Others
(specify)
5.2 Others:...
(specify)
TOTAL

TECHNICAL GUIDELINES FOR FILLING OUT COMPLAINT SERVICE REPORTS
Part I:
Filling out this section is done by summing up the Complaints received during the reporting period.

Types of Products and/or Services
Other Financial Service Providers (Digital Asset Traders) select the types of products and/or financial services in column (a) of the Digital Asset Trader Complaint Service Report format according to the substance of the Complaint. If the types of products and/or financial services are not listed in column (a) of this report format, the Financial Service Provider writes in the type of product and/or service "Products and/or activities (services) others (specify)" by specifying the types of products and/or services not listed in the existing types of products and/or services.
Category of Problems
The Financial Service Provider fills in the Category of Problems in column (b) by selecting one of the categories listed in the Complaint Service report format according to the substance of the problem, including:
Failure/delay of transactions
: If the Complaint problem relates to failure or delay of transactions, including system disturbances that cause failure or delay of transactions. In the event that the category of problem experienced is not listed in column (b) "category of problems" of this report format, the Financial Service Provider writes in the category of problem "others: ...(specify)" by specifying the complaint problem in question. Example:
A Consumer submits a Complaint regarding the product and/or service of loan/financing disbursement concerning the misuse of personal data in the implementation of sale and/or purchase between Digital Assets and Rupiah currency, then the Financial Service Provider fills in the Complaint Service Report as follows:
Type of Product and/or Service Category of Problem Sale and/or purchase between Digital Assets and Rupiah currency Others:
Misuse of personal data
Number of Complaints
In column (c), it will be filled automatically when the Financial Service Provider fills in the number of Complaints for each resolution status found in columns (d) to (h).
Resolution Status
In columns (d) to (h), the Financial Service Provider fills in the number of Complaints for each type of product and/or service for each category of problem based on the resolution status of the Complaint. Types of resolution status:
a. "Completed" resolution status (column d) when a Complaint has received a Complaint Response from the Financial Service Provider and:

The Consumer gives approval to the Complaint Response;
The Consumer does not submit an objection; or
The Consumer submits an objection but the Financial Service Provider rejects the Consumer's objection.
b. "In Process" resolution status (column e) when:
The Complaint is being processed:
a) Oral Complaints are categorized as being in process counted from when received by the Financial Service Provider; or b) Written Complaints are categorized as being in process counted from when documents directly related to the Complaint are received completely.
A Complaint has received a Complaint Response but the Consumer submits an objection and the Financial Service Provider is handling the objection
c. "In Process" resolution status (column f) when a Complaint has received a Complaint Response, but the Consumer
submits an objection and the Financial Service Provider has not yet decided to handle the objection. d. "Dispute Complaint" resolution status when a Complaint does not reach an agreement and is forwarded to:
Financial Services Sector Alternative Dispute Resolution Institution (column g); or
Court and other parties (column h).

REPORT ON COMPLAINT SERVICES OF OTHER FINANCIAL SERVICE PROVIDERS (OTHER THAN DIGITAL ASSET TRADERS)
Part I: Types of Products and/or Services and Complaints Raised
No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)

Settlement
of Securities
Transactions
1.1 Fraud,
deception, fraud by employees and/or other parties
1.2 Others:...
(specify)
Capital
Mobilization
2.1 Fraud,
deception, fraud by employees and/or other parties
2.2 Others
(specify)...
Investment
Management 3.1 Fraud,

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
Fraud, deception, fraud by employees and/or other parties
3.2 Others:...
(specify)
4. Risk
Management
4.1 Fraud,
deception, fraud by employees and/or other parties
4.2 Others:...
(specify)
5. Capital
Mobilization and/or
Disbursement of Funds
5.1 Fraud,
deception, fraud by employees and/or other parties

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h)
5.2 Others:...
(specify)
6. Market
Support
6.1 Inconsistency
of information received
6.2 System
disturbances
6.3 Fraud,
deception, fraud by employees and/or other parties
6.4 Others:...
(specify)
7 Products and/or
Activities
(Services)
Others
(specify)
7.1 Fraud,
deception, fraud by employees and/or

TECHNICAL GUIDELINES FOR FILLING OUT COMPLAINT SERVICE REPORTS
Part I:
Filling out this section is done by summing up the Complaints received by Other Financial Service Providers during the reporting period.

Types of Products and/or Services
Other Financial Service Providers (Other than Digital Asset Traders) who do not yet have report formats regulated in this SEOJK, including Innovative Credit Scoring organizers and Financial Product and Service Information Aggregation organizers, write the industry type, and types of products and/or services in column (a) according to the substance of the Complaint.
Category of Problems
The Financial Service Provider fills in the Category of Problems in column (b) by selecting one of the categories listed in the Complaint Service report format according to the substance of the problem, including:
Fraud, deception, fraud by employees and/or other parties : If the Complaint problem relates to Fraud, deception, fraud by employees and/or other parties.
Number of Complaints
In column (c), it will be filled automatically when the Financial Service Provider fills in the number of Complaints for each resolution status found in columns (d) to (h).
Resolution Status
In columns (d) to (h), the Financial Service Provider fills in the number of Complaints for each type of product and/or service for each category of problem based on the resolution status of the Complaint. Types of resolution status:
a. "Completed" resolution status (column d) when a Complaint has received a Complaint Response from the Financial Service Provider and:

The Consumer gives approval to the Complaint Response;
The Consumer does not submit an objection; or
The Consumer submits an objection but the Financial Service Provider rejects the Consumer's objection.
b. "In Process" resolution status (column e) when:
The Complaint is being processed:
a) Oral Complaints are categorized as being in process counted from when received by the Financial Service Provider; or b) Written Complaints are categorized as being in process counted from when documents directly related to the Complaint are received completely.
A Complaint has received a Complaint Response but the Consumer submits an objection and the Financial Service Provider is handling the objection
c. "In Process" resolution status (column f) when a Complaint has received a Complaint Response, but the Consumer
submits an objection and the Financial Service Provider has not yet decided to handle the objection. d. "Dispute Complaint" resolution status when a Complaint does not reach an agreement and is forwarded to:
Financial Services Sector Alternative Dispute Resolution Institution (column g); or
Court and other parties (column h).

PART II: COMPLAINTS RESOLVED IN THE REPORTING PERIOD

Part II: Complaints Resolved in the Reporting Period
No Description
Number of Complaint Resolutions
≤ 10 Working Days 10 Working Days < X ≤ 20 Working Days > 20 Working Days (a) (b) (c) (d)

Complaints received in the previous semester period
a. Completed b. In Process

Complaints currently being processed
Complaints that have received a Complaint
Response but the Consumer submits an objection and the Financial Service Provider is handling the objection
Complaints that have received a Complaint
Response, but the Consumer submits an objection and the Financial Service Provider has not yet decided to handle the objection SUB TOTAL

Complaints received in the current semester period
a. Completed b. In Process

Complaints currently being processed
Complaints that have received a Complaint
Response but the Consumer

No
Type of Product and/or
Financial Services
Category of Problem
Number of
Complaints
Resolution Status
Completed In Process Dispute Complaint
(a) (b) (c) (d) (e) (f) (g) (h) submits an objection and the Financial Service Provider is handling the objection
3) Complaints that have received a Complaint
Response, but the Consumer submits an objection and the Financial Service Provider has not yet decided to handle the objection SUB TOTAL TOTAL

TECHNICAL GUIDELINES FOR FILLING OUT COMPLAINT SERVICE REPORTS

PART II: COMPLAINT REPORTS RESOLVED DURING THE REPORTING PERIOD

Filling out this section is done by summing all Complaints that have been resolved during the reporting period, whether received by the PUJK in the previous semester period or in the current semester period.

1. Complaints Received in the Previous Semester Period

The Number of Complaints is filled with the number of Complaints received in the previous semester period but could not be resolved in that semester period. The Number of Complaints is divided into the number of Complaints that are "Resolved" and "In Process" in column (a).

Example:
If during the reporting period for Semester I of 2025 the following conditions exist:

a. Resolved
There are 35 (thirty-five) Complaints that could not be resolved by the PUJK in the Semester I 2025 reporting and were only resolved with the submission of a Complaint Response and the Consumer did not submit an objection to the Complaint Response, with details:

a) 15 (fifteen) Complaints covering Oral Complaints resolved within 5 (five) working days and Written Complaints resolved in less than 10 (ten) working days since the documents directly related to the Complaint were received completely;

b) 15 (fifteen) Complaints resolved in more than 10 (ten) working days but less than 20 (twenty) working days since the documents directly related to the Complaint were received completely; and

c) 5 (five) Complaints resolved in more than 20 (twenty) working days since the documents directly related to the Complaint were received completely,

then during the Semester II 2025 reporting period, the PUJK fills sub-section number 1 letter a with:

a) 15 (fifteen) Complaints in column (b);

b) 15 (fifteen) Complaints in column (c); and

c) 5 (five) Complaints in column (d);

b. In Process
There are 8 (eight) Complaints that could not be resolved by the PUJK because they are still in the resolution process until the PUJK submits the Complaint Service Report in Semester II 2025, with details:

a) 3 (three) Complaints are in the handling process, either Oral Complaints resolved within 5 (five) working days or Written Complaints resolved in less than 10 (ten) working days since the documents directly related to the Complaint were received completely;

b) 2 (two) Complaints have been given a Complaint Response but the Consumer submitted an objection and the PUJK is handling the objection, in more than 10 (ten) working days but less than 20 (twenty) working days since the PUJK decided to handle the objection; and

c) 3 (three) Complaints have been given a Complaint Response, but the Consumer submitted an objection and the PUJK has not yet decided to handle the objection, in more than 20 (twenty) working days since the PUJK received the Consumer's objection,

then during the Semester II 2025 reporting period, the PUJK fills sub-section number 1 letter b with:

a) 3 (three) Complaints in column (b);

b) 2 (two) Complaints in column (c); and

c) 3 (three) Complaints in column (d).

2. Complaints Received in the Current Semester Period

The Number of Complaints is filled by the PUJK with the number of Complaints received in the current semester period, which is divided into the number of Complaints that are "Resolved" and "In Process" in column (a).

Example:

a. Resolved
There are 25 (twenty-five) Complaints that have been resolved by the PUJK with the submission of a Complaint Response and the Consumer did not submit an objection to the Complaint Response, with details:

a) in September 2025 there were 10 (ten) Complaints covering Oral Complaints resolved within 5 (five) working days and Written Complaints resolved in less than 10 (ten) working days;

b) in October 2025 there were 5 (five) Written Complaints resolved in less than 10 (ten) working days;

c) in November 2025 there were 5 (five) Complaints resolved in more than 10 (ten) working days but less than 20 (twenty) working days; and

d) in December 2025 there were 5 (five) Complaints resolved in more than 20 (twenty) working days,

then during the Semester II 2025 reporting period, the PUJK fills sub-section number 2 letter a with:

a) 15 (fifteen) Complaints in column (b);

b) 5 (five) Complaints in column (c); and

c) 5 (five) Complaints in column (d);

b. In Process
There are 20 (twenty) Complaints that could not be resolved by the PUJK because they are still in the resolution process, with details:

a) on December 18, 2025, 10 (ten) Complaints were received which are in the handling process, either Oral Complaints resolved within 5 (five) working days or Written Complaints resolved in less than 10 (ten) working days since the documents directly related to the Complaint were received completely;

b) on November 21, 2018, 7 (seven) Complaints were received and have not been resolved until the end of the Semester II 2025 reporting period; and

c) on October 24, 2018, 3 (three) Complaints were received and have not been resolved until the end of the Semester II 2025 reporting period.

then during the Semester II 2025 reporting period, the PUJK fills sub-section number 2 letter b with:

a) 10 (ten) Complaints in column (b);

b) 7 (seven) Complaints in column (c); and

c) 3 (three) Complaints in column (d).

PART III: REPORT ON HANDLING COMPLAINTS THAT BECOME DISPUTES

No	Type of Complaint Resolution	Name of Institution	Complaints Received in Previous Semester Period	Complaints Received in Current Semester Period	Total
			(a)	(b)	(c)	(d)	(e)
1.	Dispute Resolution through LAPS SJK	Financial Sector Alternative Dispute Resolution Institution
2.	Dispute Resolution through Court	... (specify)
3.	Dispute Resolution through Other Parties	... (specify)

Technical Guidelines for Filling Out Complaint Service Reports

Part III: Report on Handling Complaints that Become Disputes

The PUJK fills out this section by summing all Complaints that become disputes after going through internal complaint handling (internal dispute resolution) and are submitted to the Financial Sector Alternative Dispute Resolution Institution (LAPS SJK), court, or other parties.

Type
The PUJK fills in the type of dispute resolution in column (a), which includes through LAPS SJK, court, or other parties.
Name of Institution
The PUJK writes the name of the court institution or other parties targeted in the dispute resolution between the PUJK and the Consumer in column (b). Other parties refer to parties other than LAPS SJK and courts.
Complaints Received in the Previous Semester Period
The PUJK fills in the number of Complaints received in the previous semester period in column (c), both Complaints that are in process and Complaints that have been handled to completion.
Complaints Received in the Current Semester Period
The PUJK fills in the number of Complaints received in the current semester period in column (d), both Complaints that are in process and Complaints that have been handled to completion.
Total
The PUJK fills in the total number of Complaints received in the current Semester period or the previous Semester period, both those in the handling process and Complaints that have been handled to completion, in column (e).

PART IV: REPORT ON CAUSES OF COMPLAINTS

No	Description	Number
		(a)	(b)
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
	TOTAL

Technical Guidelines for Filling Out Complaint Service Reports

Part IV: Report on Causes of Complaints

Filling out this section is done by summing all causes of Complaints received by the PUJK. Causes of Complaints are the result of the PUJK's analysis regarding the causes of Complaints submitted by Consumers, whether originating from weaknesses in the PUJK, Consumer caution factors, or other factors outside the control of the PUJK and Consumer.

Description
In column (a), the PUJK writes a recapitulation of the list of the top 10 (ten) causes of Complaints submitted by Consumers.

The classification of causes of Complaints is as follows:
1. Inadequate provision and delivery of product information;
2. Marketing that does not comply with regulations;
3. Use of consumer data and/or privacy without permission;
4. Suboptimal resilience and security of information technology systems;
5. Information technology system disruptions;
6. Standard contract/policy issues;
7. Cybercrime and social engineering;
8. Irresponsible behavior of PUJK Employees;
9. Negligence of the PUJK/third parties working for and representing the PUJK;
10. Complaint handling that does not comply with procedures/SLA;
11. Criminal acts by PUJK/Employees;
12. Fraud, deception, cheating by employees and/or other parties;
13. Debt collector behavior that does not comply with regulations and norms;
14. Errors in presenting information in the Financial Information Service System (SLIK);
15. Consumer negligence; and/or
16. Others (specify)...
Example:
1. Inadequate provision and delivery of product information: In the event that a Complaint is caused by inadequate provision and delivery of information, including but not limited to the failure to provide a summary of product and/or service information to the consumer covering costs to be paid; risks that may be borne; rights that can be obtained; obligations that must be fulfilled; as well as requirements and procedures that must be fulfilled.
2. Resilience and security of information technology systems: In the event that a Complaint is caused by the resilience and security of information technology systems, including but not limited to system damage and ransomware attacking the PUJK's system.
3. Cybercrime and social engineering: In the event that a Complaint is caused by cybercrime and fraud modus (social engineering) on consumers, including but not limited to scam and phishing.
4. Irresponsible employee behavior: In the event that a Complaint is caused by irresponsible behavior of PUJK employees, including but not limited to unrecorded installments.
If based on the PUJK's analysis, the top 10 (ten) causes of Complaints are not found in the causes of Complaints classified above, then the PUJK is required to mention such causes of complaints in "Others (specify)...".
Number
The PUJK fills in the number of Complaints received for each of the top 10 (ten) causes of Complaints in column (b). In the event that the causes of complaints do not reach the top 10 (ten), the PUJK only fills in the number of causes of complaints according to the existing conditions.

PART V: REPORT ON NEGATIVE REPORTING OF PRODUCTS AND/OR SERVICES

No	Substance of Negative Reporting	Mass Media	Digital Media	Printed Materials (Printing Material)	Total
		(a)	(b)	(c)	(d)	(e)
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
	TOTAL

Technical Guidelines for Filling Out Complaint Service Reports

Part V: Report on Negative Reporting of Products and/or Services

Filling out this section is done by summing all negative reporting of products and/or services.

Negative reporting of products and/or services is filled with a recapitulation of the results of the PUJK's monitoring of negative media coverage related to products and/or services used by Consumers, so it is not related to publications on the performance of the PUJK.

Substance of Negative Reporting
The PUJK writes the substance of negative reporting of products and/or services in column (a).

Examples of the substance of negative reporting of products and/or services include:
1. Debt collector behavior that does not comply with regulations and norms
2. Irresponsible behavior of PUJK Employees
3. Criminal acts by PUJK/Employees
4. Fraud, deception, cheating by employees and/or other parties
5. Others (specify)...
If based on the PUJK's analysis, the substance of negative reporting of products and/or services is not found in the examples of the substance of negative reporting of products and/or services above, then the PUJK is required to mention the substance of negative reporting of products and/or services in "Others (specify)...".
Mass Media
The PUJK fills in the number of negative reports for each substance of negative reporting submitted through mass media in column (b) as one of the means of delivering negative reporting of products and/or services.

What is meant by "mass media" is communication media carried out through press activities to deliver public information widely to stakeholders, including the public, in a short time.
Digital Media
The PUJK fills in the number of negative reports for each substance of negative reporting submitted through Digital Media in column (c) as one of the means of delivering negative reporting of products and/or services.

What is meant by "digital media" is communication media that is interactive, integrated, and has content that can be accessed anytime and anywhere (on-demand) using an internet network. Examples of digital media include websites, social media, email, and other communication media using an internet network.

4. Printed Materials
The PUJK fills in the number of negative reports for each substance of negative reporting submitted through Digital Media in column (d) as one of the means of delivering negative reporting of products and/or services.

What is meant by "printed materials" is printed media distributed to target audiences in printed form, such as magazines, newspapers, brochures, leaflets, and posters.

5. Total
The PUJK fills in the total number of negative reports on the substance of negative reporting submitted in media used as a means of delivering negative reporting of products and/or services in column (e), including mass media, digital media, and printed materials (printing material).

This copy is in accordance with the original

Head of the Legal Development Directorate
Legal Department

signed

Aat Windradi

OJK Circular on Publication of Complaint Handling and Complaint Service Reports

TECHNICAL GUIDELINES FOR FILLING OUT COMPLAINT SERVICE REPORTS

PART II: COMPLAINT REPORTS RESOLVED DURING THE REPORTING PERIOD

1. Complaints Received in the Previous Semester Period

2. Complaints Received in the Current Semester Period

PART III: REPORT ON HANDLING COMPLAINTS THAT BECOME DISPUTES

Technical Guidelines for Filling Out Complaint Service Reports

PART IV: REPORT ON CAUSES OF COMPLAINTS

Technical Guidelines for Filling Out Complaint Service Reports

PART V: REPORT ON NEGATIVE REPORTING OF PRODUCTS AND/OR SERVICES

Technical Guidelines for Filling Out Complaint Service Reports

Lineage: In force

Timeline

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