TERMS AND CONDITIONS FOR HALO BCA CHAT

PT BANK CENTRAL ASIA Tbk (“BCA”)

A. DEFINITIONS

1. Halo BCA Chat means an application that can be used by User to have online conversation with CCO to submit complaints, banking service applications, questions, suggestions, and other matter related to products and services of BCA.
2. Halo BCA Mobile Application, hereinafter referred to as Application, means a mobile-based application that can be downloaded by BCA Customers or non-BCA Customers through their mobile device to contact Halo BCA online via Voice over Internet Protocol (VoIP) call, e-mail, live chat, and social media, as well as to conduct non-financial transactions.
3. Customer means an individual that has a deposit account and/or a credit card account at
4. User means a Registered User or a Guest User using Halo BCA
5. Guest User means a User who use Halo BCA Chat, has not logs in to the BCA Chat, BCA's official WhatsApp, or other channels as determined by BCA.
6. Registered User means a Customer that has registered for a BCA ID and logged in to the Application using the BCA ID and BCA ID Password.
7. Contact Center Officer ("CCO") means a BCA officer tasked with serving conversations with Users through Halo BCA Chat.
8. Halo BCA Chat Widget means conversation window/chat window available on the BCA website, Application, or other channels as determined by BCA.

B. USE OF HALO BCA CHAT

1. User can access Halo BCA Chat via Halo BCA Chat Widget, Application, or BCA's official
2. If a Guest User accesses Halo BCA Chat, the Guest User must first enter the required data such as name, email address, and phone number on the Halo BCA Chat Widget.
3. Registered Uses who are already registered and have logs in to the Application can directly use the Halo BCA Chat Widget.
4. Registered User who wish to submit complaints and/or banking service requests must perform verification as determined by BCA.
5. If a User accesses Halo BCA Chat via the BCA's official WhatsApp in application, the User must first download the WhatsApp application from app stores such as the app store or playstore. Users can then have online conversations with CCOs via BCA's official WhatsApp.
6. To access Halo BCA Chat via BCA's official WhatsApp, User must contact BCA’s official mobile phone number (official business account) on BCA's official WhatsApp. User must ensure that the phone number contacted on BCA's official WhatsApp is BCA’s official mobile phone number (official business account). All consequences arising from Uses contacting a mobile phone number belonging to another party are the sole responsibility of the User, and hold BCA harmless against all claims, lawsuits, and/or other legal actions from any party.

C. TERMS OF USE

1. Information requests from Guest User that can be served by CCOs via Halo BCA Chat are those related to BCA products and services that do not require customer data.
2. Information requests requiring verification from Registered User can be served by CCOs via Halo BCA Chat by performing verification as determined by BCA.
3. If there is no response from the User within a specified time during a conversation session, the CCO has the right to end the conversation session.
4. If a conversation session with the CCO on the Halo BCA Chat Widget is interrupted due to network issues on the User’s side, the conversation session can be reconnected after the User clicks the refresh button on the Halo BCA Chat Widget.
5. BCA will send the conversation history between the Guest User and the CCO to the email address input by the Guest User on the Halo BCA Widget.
6. BCA will send the conversation history between the Registered User and the CCO to the email address registered with The Registered User’s conversation history will be protected by a password informed by BCA to the registered email address.
7. To maximize the use of services provided via Halo BCA Chat, Users are advised to use the type and version of Application, browser application, or BCA's official WhatsApp informed by BCA from time to time in any form and through any means according to applicable
8. By using Halo BCA Chat, Users are subject to and agree to these Halo BCA Chat BCA reserves the right to change these Halo BCA Chat Terms, which will be notified by BCA in any form and through any means according to applicable legal provisions.

D. COMPLAINT HANDLING

1. Complaints regarding services provided via Halo BCA Chat can be submitted by User to Halo
2. User hereby agree that any dispute or difference of opinion arising from and/or related to the implementation of these Halo BCA Chat Terms of PT Bank Central Asia Tbk (“BCA”) between the User and BCA will be settled through mutual deliberation.
3. Any dispute or difference of opinion that cannot be resolved through deliberation by the User with BCA will be resolved through banking facilitation at Bank Indonesia or the Financial Services Authority or mediation conducted through Alternative Dispute Resolution Institutions listed in the List of Alternative Dispute Resolution Institutions stipulated by the Financial Services Authority.
4. Any dispute or difference of opinion that cannot be resolved either through deliberation and/or mediation as referred to in point 3 above shall be resolved through the Central Jakarta District Court, without prejudice to BCA’s right to file a lawsuit or claim through other District Courts within the territory of the Republic of Indonesia.

E. LANGUAGE

These Terms and Conditions for HALO BCA CHAT PT BANK CENTRAL ASIA Tbk ("BCA") have been established in both Indonesian and English. In the event of any discrepancies between the Indonesian and English versions, the Indonesian version shall prevail.

These Terms and Conditions for Halo BCA Chat of PT Bank Central Asia Tbk (“BCA”) have been aligned with the prevailing laws and regulations, including regulations of the Financial Services Authority