BCA is committed to implementing Sustainable Finance, including increasing lending to Economic and Green Portfolio Performance (ESG)-based businesses.
1.Sustainable Finance Portfolio
The sustainable loan portfolio amounted to Rp154.4 trillion in 2021. In comparison to the loan portfolio in 2020, that value has increased.
The sustainable loan portfolio comprised of 42.9% non-MSME and 57.1% MSME. The Non-MSME sustainable loan portfolio based on the business sector in 2021 includes renewable energy, energy efficiency, natural resources and sustainable land use, eco-friendly transportation, sustainable water and waste water management, eco-friendly and eco-efficient products, as well as environmentally friendly buildings. At the end of 2021, BCA markets green product in the form of the BNP Paribas Sri-Kehati Mutual Fund. This mutual fund is provided to investors as an alternative ESG-based investment.
BCA implements several policies and procedures while extending loans to be in line with responsible financing pillars. BCA has developed an exclusion list as part of BCA's risk appetite guidelines. In addition, BCA is developing sectoral policies that will establish BCA's risk appetite in specific sectors. That sector’s policies determination considers the risk aspects of each sector. The plantation and palm oil industry policy is one of the sectoral policies that has been issued. Meanwhile, other sectoral policies are still in the drafting stage which will gradually be compiled and published.
2. Sustainable Infrastructure Project Financing
To support the infrastructure development acceleration in Indonesia, BCA finances toll roads, electricity, railroads, telecommunications towers, airports, and ports, as well as drinking water and sanitation projects. In addition, BCA also finances power plants sourced from new & renewable energy (NRE), including solar, mini-hydro, biomass, and biogas power plants projects.
3. Bangga Lokal Program
'Bangga Lokal' is BCA's support to help MSMEs develop their business, obtain new partners, be better known until they 'grade up'. For MSMEs that pass the selection, BCA helps with promotion, marketing, provide education and even the opportunity to obtain working capital financing. This program also has a development program with various activities such as webinars with topics relevant to business, collaboration of MSMEs with creators for new product development, and coaching clinics.
4. Micro, Small and Medium Enterprise Loan Portfolio
As an innovation form to support the MSME sector, BCA has developed a special MSME loan program that supports environmental, social and governance (ESG) aspects by providing lower interest rates. By the end of 2021, the ESG-based MSME Loan Program disbursements have reached Rp21.3 billion and included debtors engaged in the waste management business. In addition, to support MSMEs, BCA held the 'UMKM Fest'. BCA acted as a mediator between MSMEs and other businesses, to help its MSME customers increase their sales during the COVID-19 pandemic.
5. People’s Business Loans
People's Business Loans (KUR) is part of the MSME sector. BCA KUR disbursements amounted to Rp206.4 billion in 2021. Some of the direct impacts of BCA KUR financing include increasing activity and creativity of the unbankable society. The types of businesses receiving KUR include handicrafts, processed agricultural products, livestock, and nurseries. To receive KUR, each prospective debtor must meet the loan requirements set, including screening on their management of social and environmental aspects.
6. Climate-related Financial Risk
BCA refers to international standards and the Task Force on Climate-related Financial Disclosures (TCFD) guidelines in responding to climate change. This effort forms part of BCA responsibility to participate in reducing global warming and maintaining business continuity despite the negative impacts of climate change. Moving forward, BCA will gradually implement an ESG-based loan risk policy by implementing Environmental & Social Risk Analysis (ESRA). At the end of 2021, BCA has launched a Plantation and Palm Oil Industry Financing Policy. In addition, BCA is also developing policies for other sectors.
Service Quality and Consumer Trust
BCA provides equal service to all its customers. This service considers customer convenience in transactions, banking solutions consultations, as well as customer satisfaction.
1. Treating Customers Fairly
In principle, BCA respects human rights and therefore expects all employees to treat the Bank’s customers or visitors fairly and wisely. BCA instills a way of transparently communicating and inclusively explaining banking products and services and respecting the diversity of the customers it serves.
2. Maintaining Service Quality
BCA customer approach includes exploring their banking solution needs so they can have access to the correct financial products and/or services. BCA instills this principle to employees, especially frontliners who deal directly with customers. In addition, BCA also provides consultation and communication training for the employees to enable them to provide advice consistent with each customer’s objectives and matched to their circumstances.
3. Handling Customer Complains
In order to establish good relations and maintain customer trust, BCA investigates every customer complaint received. In 2021, BCA launched the HaloBCA application as an entry point for customers. Complaint resolution refers to the Service Level Agreement (SLA) with different settlement times for each problem. In 2021, 99.5% of complaints received have been resolved.
4. Financial Related Complaint Handling
BCA submits Consumer Complaint Handling and Settlement Reports, whether related to customer finances or not, to Bank Indonesia and the Financial Services Authority on a regular basis/every 3 months. If there is a case that the customer is not satisfied with the settlement suggested by BCA, they may mediate with Bank Indonesia. In this case, the HaloBCA work unit together with related units will assist the mediation process in order to obtain the best solution for all parties.
5. Service Access and Affordability
One of BCA's strategies to increase customer access and affordability of BCA banking solutions includes banking digitalization, which delivers easier customer access anywhere and anytime. Digital banking is equipped with a reliable data security system, and BCA applies the ISO 27001 standards to ensure data security is maintained. BCA is continuing its network expansion with banking solution services that are inclusive, fair, and respectful for all customers. These services are based on the ‘SMART SOLUTION’ culture, meaning being alert, engaging, enthusiastic, friendly, thorough, attentive, open-minded, complete, prioritizing customer needs, telling solutions, initiatives, and on-time.
Technology Development and Digitalization
Information technology development and digitization has become one of the keys to support ease of transactions as well as the implementation of Sustainable Finance. A digital banking application can have a positive impact on the environment, such as reducing paper use and reducing transportation mobility, and potentially to reduce carbon emissions. BCA estimates a reduction in carbon emissions of around 3,257 tCO2 eq per year, based on the 15 million decrease in branch transactions that switched to digital transactions, assuming the distance from the customers’ houses to the nearest branch is about 1 km.
Customer Data Privacy and Security Protection
BCA is committed to upholding its loyal customers trust by maintaining data security and privacy. This commitment is part of BCA's efforts to respect human rights.
1. Efforts to Maintain Security, Confidentiality of Customer Data and Privacy
BCA protects customers' personal information through various steps including technological, process & administrative, organizational, and physical security. BCA also instigated a code of ethics/conduct and business ethics including standards on how employees must protect customer confidential information. In an effort to maintain the security of customer information and privacy, BCA complies with the Personal Data Protection Law in Indonesia. As technology and digitalization advances, as well as anticipating cyber threats, BCA’s data security and customer privacy strategy has been strengthened by a reliable Information Technology (IT) system.
2. Cyber Security
BCA ensures reliable data security through Data Loss Prevention (DLP) to improve the security of electronic information from theft and misuse, as well as access by unauthorized parties. To ensure that all employees are aware of data security, BCA conducts incident simulations periodically. BCA comprehensive security for the Data Center covers the data center and IT service operations. BCA utilizes One Time Password (OTP) codes and Two Factor Authentication to ensure that the application is being used by the right account owner/customer. In addition, in 2021, BCA added certification for Information Security Management System implementation, ISO 27001:2013 on November 10, 2021.
3. Protecting Digital Identity
The trust of BCA's loyal customers is paramount, so verifying the customers’ identity is fundamental to protecting their finances, assets, and their privacy. BCA continuously reviews and assesses with consultants to create a cybersecurity development roadmap for HC, processes, and technology aspects. In addition, BCA also looks at digital identity trends, challenges, and opportunities, as well as explores cutting-edge privacy- protection technologies with the potential to satisfy our customers’ needs.
4. No Data Leakage
By the end of 2021, BCA did not face any significant cases related to violations or misuse of customer data and privacy. There was no lost customer data, and no sanctions/fines borne by the Bank or BCA employees. BCA has an escalation mechanism in the event of a customer privacy violation in accordance with the Collective Labor Agreement (CLA).
Fraud and Financial Misconduct Prevention
BCA has an anti-fraud unit to monitor the implementation/development of anti-fraud policies/strategies bankwide. This monitoring includes prevention, detection, and investigation. In 2021, BCA has issued an anti-corruption and gratification control policy. In supporting the prevention of Corruption and Fraud, BCA implements the following systems:
1. Whistleblowing System
As part of transparency, a whistleblowing system (WBS) is implemented to detect and prevent fraud as early as possible. Anyone, either internally and externally, can submit complaints related to fraud, corruption, or actions that violate the banking code of ethics. Whistleblowers can submit complaints through the bca.co.id website by including clear data/information in accordance with the 4W1H (What, Who, When, Where and How) principles, which will then be automatically reported to the whistleblowing system manager for validation.
2. Anti-Money Laundering and Anti-Terrorism Financing (APU PPT)
BCA builds awareness among all employees to increase awareness of money laundering and terrorism financing practices. All transactions of a large or suspicious value pass through APU PPT. 100% of permanent employees in BCA have received socialization related to APU PPT.
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