Types and Mechanism of Complaints Submission
Consumers may submit a complaint to BCA verbally or in writing through:
BCA urges consumers to remain vigilant at all times against the use of fake BCA contact numbers or accounts by persons acting on behalf of BCA.
For ease of contacting Halo BCA, consumers can download the haloBCA app that is available on the PlayStore (Android) or Appstore (iOS).
Time Limits of Complaints Handling
Types of Complaints
5 business days
The aforementioned timeframe also applies to complaints that have elements of consumer misunderstanding in the form of:
a. requests for information regarding products and/or services used by Consumers and/or BCA’s internal provisions regarding products and/or services provided by BCA;
b. procedures for consumer complaints to BCA; and/or
c. other information about products and/or services required by consumers.
20 business days after receiving complete supporting documents and can be extended for a maximum of 20 business days if:
a. the BCA office that received the complaints is not the BCA office against which the complaint was lodged, and there are communication problems between the two BCA offices;
b. complaints submitted by consumers require special research on BCA documents; and/or
c. there are other matters beyond BCA’s control.
The resolution of complaints outside the established timeframe can be done if :
a. the resolution of the Complaint requires follow-ups by another party; and
b. the follow-up carried by the other party affects the time limits of complaint resolution by BCA.
In the event that BCA requires supporting documents for a verbal complaint lodged by a consumer, BCA reserves the right to ask the Consumer to submit complaints in writing by attaching the required supporting documents.
BCA will handle complaints in writing in the event that the Consumer has completed documents, including:
BCA has the right to refuse to handle Consumer complaints if:
Complaint handling can also be submitted by consumers through The Financial Services Sector Alternative Dispute Resolution Institution (LAPS SJK) in accordance with the Financial Services Authority (OJK) Regulation No. 61/POJK.07/2020 concerning The Financial Services Sector Alternative Dispute Resolution Institution (LAPS SJK) with the following conditions:
In addition to the conditions above, LAPS SJK can handle other disputes approved by the OJK.
LAPS SJK at least provides Mediation and Arbitration services and is required to comply with the principles of being independent, fair, effective and efficient, as well as easily accessible.
LAPS SJK can be contacted via:
Address: Menara Karya Building lt. 25 Unit G-H Jl. HR. Rasuna Said Block X-5 Kav 1-2 Jakarta 12950
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