Customer Relations

Customer Relations Management

BCA is committed to delivering exceptional service experiences of our valued customers. To achieve this, BCA has an integrated complaint handling system to ensure that every interaction is handled quickly and appropriately.

Customer Support Channels

BCA provides a diverse range of accessible communication channels to ensure that customers can reach us conveniently, at any time, and through their preferred means of contact.

VIRA

BCA AI-based virtual assistant, available 24/7 for all customers

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Customers may submit their inquiries, requests, or feedback directly via email at halobca@bca.co.id

Halo BCA 24/7

Banking information and solutions through various platforms, from telephone, chat, email, WhatsApp to social media More Info

Branch

Our branch staff are equipped to provide personalized support and guidance across all banking products and services

Integration customer feedback into product and service develop

Customer feedback is a valuable input that shapes how BCA grows and improves. Every feedback received — through any channel — is collected, categorized, and analyzed into product and service development.

Insights derived from customer feedback are regularly reviewed in cross-functional discussions involving relevant business units. This collaborative process ensures that recurring concerns, emerging needs, and customer suggestions are translated into actionable improvements.

Complaint Handling and Resolution Process

BCA maintains a structured, transparent, and customer-centric complaint handling process to ensure that all concerns are addressed fairly, efficiently, and with full accountability.

Upon submission of your complaint — whether through our branch offices, Halo BCA (1500888), myBCA apps, or other official channels — you will receive a confirmation notification acknowledging that your complaint has been successfully received. This confirmation will include a unique complaint reference number that you may use to track the progress of your case. BCA ensure that your concern is promptly recorded and directed to the appropriate unit for further review.

BCA committed to resolving your complaint in a transparent, fair, and timely manner. The complaint handling process will be followed up in accordance with the established Service Level Agreement (SLA). the following timelines apply:

Complaint Type	Resolution Timeline
General Complaints	Resolved within 3 (three) business days
Complex Complaints	Resolved within 10 (ten) business days

Independent External Verification

To uphold the highest standards of quality and accountability in our complaint handling process, BCA's customer service management system is independently verified and certified under ISO 9001:2025 — the internationally recognized standard for Quality Management Systems. This certification serves as an objective, third-party validation that our complaint handling procedures meet global benchmarks for consistency, reliability, and continuous improvement. It reflects BCA's unwavering commitment to delivering service excellent that customers can trust.