The Service and Settlement of Customer Complaints
Customer complaints can be submitted directly to the Bank by:
- Visiting the nearest QNB Indonesia branch office by:
- Filling out the customer report form.
- Bringing supporting documents related to the complaint.
- Photocopy of ID.
- Contacting the QNB Indonesia Contact Center at (+62 21) 300 55 300 or email contact.center@qnb.co.id. Customers must provide the following complete data:
- Customer account information.
- Complaint details.
- Photocopy of ID sent via email.
- Supporting documents related to the complaint (if required) sent via email.
Bank is required to resolve verbal complaints within 5 (five) working days after the complaint is received by the Bank.
Written complaints will be resolved within 10 (ten) working days after the complaint is received by the Bank and customer completed the required documents. This process can be extended for maximum of 10 (ten) working days if the Bank requires more time. If the customer is not satisfied with the result of the settlement provided by the Bank, he/she can continue the mediation process to resolve the problem with the Bank through the Alternative Dispute Resolution Institution (LAPS).
The Alternative Dispute Resolution Institution (LAPS) is an institution that resolves disputes outside the court. Customer can submit the complaint through LAPS and LAPS will then notify the Bank.
Customer can also submit a request for dispute resolution through the Consumer Protection Portal Application (APPK) by visiting https://kontak157.ojk.go.id/appkpublicportal/.
Complaints submitted through a guardian or third party must include:
- Photocopy of the guardian or the third party’s ID.
- Power of attorney stating that the guardian or the third party is an individual, institution or legal institution that is given power of attorney by the customer.
- If the guardian or the third party is a legal institution, the institution must be able to show supporting documents stating that the customer grants power of attorney.
- Other supporting documents required by the Bank.
