J Trust Bank Customer Complaint Submission Media

Stages of complaint handling for J Trust Bank customers

Submit Verbal or written complaints through the Complaint Handling media available at J Trust Bank. If the complaint requirement documents are incomplete, the Customer is required to complete them within a period of time. maximum time of 10 (Ten) working days and can be extended by 10 (Ten) working days if the document is outside the Customer's domicile and / or there are other things outside the Customer's domicile customer control.

Bank officers verify the suitability of customer data with the Bank's system.

Bank officers receive information and documents on customer complaints and record complaints into the Customer Complaint system.

Customers will receive a complaint ticket number and date of receipt via SMS or Email Notification.

The Bank will follow up and resolve customer complaints in accordance with the settlement period based on the type of complaint submitted.

If the customer agrees with the settlement result, the complaint is considered closed.

In case of disagreement, the customer can submit a complaint resolution through the appeal stage to J Trust Bank.

If the customer still cannot accept the settlement result, the customer can apply for out-of-court / through court complaint settlement. Out of court settlement can be done through facilitation or mediation to the Regulator, Alternative Financial Services Sector Dispute Resolution Institution (LAPS-SJK) or other institutions.

Customer will receive SMS or Email related to complaint information and for Ticket closure.

The Bank will provide information on the extension of time if the handling of Customer Complaints is more than 10 working days.

Confidentiality of Customer Data

The Bank will maintain the confidentiality of customer data that will make complaints to any party, except:
To the regulator (BI, OJK)
In order to resolve complaints
Required by law
Upon customer approval

Customer Handling Complaint related to :

Fund transfer activities
FundCard Payment Instrument (APMK) Activities
FundActivities of providing and/or depositing Rupiah

The submission of this complaint resolution mechanism is a form of increased customer protection in order to guarantee customer rights related to the bank.

Customers can submit to Bank Indonesia through the following channels:

Bank Indonesia Contact Center (BI Bicara):

Tel. 131 and 1500131 (from overseas)
Electronic Mail (e-mail) to bicara@bi.go.id
Written Letter to:
Bank Indonesia Representative Office (KPw BI) closest to the Consumer's domicile. For consumers in the Jakarta, Bogor, Depok and Bekasi areas, please contact:

Bank Indonesia Representative Office DKI Jakarta
Payment System Consumer Protection Division
KPW DKI Learning Center
Jl. Prajurit KKO Usman dan Harun No. 42
RT/RW: 01/05 Senen
Central Jakarta 10410
Online Talk Service through the Webex application by clicking the following link: https://bankindonesia.webex.com/join/bicara
Consumer Complaint Form website using BI's Consumer Complaint online form

In accordance with OJK Regulations, customers who are not satisfied with the resolution of complaints can submit to OJK for facilitation, through:

Written letter to:
Member of OJK Board of Commissioners and Consumer Protection
Radius Prawiro Tower, 2nd Floor, Bank Indonesia Office Complex
Jl. M.H. Thamrin No. 2 Jakarta
Contact OJK service at: 157
Email to: konsumen@ojk.go.id
Whatsapp : 081 157 157 157
Online at: sikapiuangmu.ojk.go.id
Web-based system through the Consumer Protection Portal Application (APPK), SLA Complaint Handling 10 Working Days

Complaint resolution through the Financial Services Sector Alternative Dispute Resolution Institution (LAPS)

If the complaint resolution provided by the Bank does not meet the customer's expectations, in accordance with OJK regulations, the customer can also continue the complaint resolution process through the Financial Services Sector Alternative Dispute Resolution Institution (LAPS SJK).

Address: Wisma Mulia 2 Lt. 16, Jl. Gatot Subroto No.42, South Jakarta 12710
Phone: 021-2527700
Email: info@lapssjk.id

Bank Indonesia & Financial Services Authority (OJK) regulations:

OJK Regulation No. 18 POJK No. 18/POJK.07/2018 dated September 10, 2018 concerning Consumer Complaint Services in the Financial Services Sector;
OJK Regulation No. 22 Year 2023 Dated December 22, 2023 Regarding Consumer and Community Protection in the Financial Services Sector.
BI Regulation No. 3 Year 2023 on Consumer Protection of Bank Indonesia;
OJK Circular Letter No. SEOJK No. 17/SEOJK.07/2018 dated December 6, 2018 concerning Guidelines for the Implementation of Consumer Complaint Services in the Financial Services Sector;
Regulation of Members of the Board of Governors No. 20 of 2023 concerning Procedures for Implementing Consumer Protection of Bank Indonesia.

Timeframe / SLA Verbal & Written Complaints

In accordance with POJK No. 22 Th. 2023 Regarding Consumer and Community Protection in the Financial Services Sector:

Verbal Complaint: 5 Working Days
Written Complaint: 10 Working Days
Complaint Extension: 10 Working Days

The Complaint Handling Process is calculated from the complete documents provided to the Bank through the Branch Office, Contact Center and OJK Consumer Complaint Portal Application (APPK).

Visiting Branch	Via J Trust Call 1500 615	Written Complaint* (an official letter addressed to J Trust Bank through branches & customer care)
Customers must complete the required documents (same as written submission requirements).	Must be submitted by the account holder. Customers who apply are verified for validity.	Valid Customer Identity (E-KTP / Passport along with KITAS / KMILN). Account number. Other supporting documents (ATM card, etc). Complaint information (date & time of transaction, transaction amount, brief chronology of events).

Face to face (Branch)	Via J Trust Call 1500 615	Written* (an official letter addressed to J Trust Bank) through branch offices & customer care
The customer representative must complete the required documents (same as the written submission requirements).	Not allowed.	Valid Customer Identity (E-KTP / Passport along with KITAS / KMILN). A special power of attorney from the customer to the customer's representative stating that the customer authorizes the individual, institution, or legal entity representing him to act for and on behalf of the customer. Equipped with the validity period of the power of attorney and sufficiently stamped. Other documents that show the customer's representative is authorized to represent the customer, e.g. Determination of guardian/conservator from the court. Proof of identity of the customer represented and the necessary supporting documents for the complaint (e.g. proof of deposit, proof of transfer, bank statement, etc.).

J Trust Bank Customer Complaint Submission Media

How to Report a Customer Complaint

Complaint Handling Publication Report

How to Report a Customer Complaint

Complaint Handling J Trust Bank Customer

Stages of complaint handling for J Trust Bank customers

Confidentiality of Customer Data

Customer Handling Complaint related to :

Bank Indonesia & Financial Services Authority (OJK) regulations:

Timeframe / SLA Verbal & Written Complaints

Complaint Submission Requirements

Corporate Secretary