Consumer’s Complain Handling
As a form of consumer protection commitment, ALAMI provides access for users to submit complaints directly. The implementation and management of consumer complaint services at ALAMI refers to the provisions of the Financial Services Authority (OJK) regarding the service and settlement of consumer complaints for Financial Services Businesses (PUJK).
General Flow of Complaint Submission and Handling
Users submit complaints to ALAMI through the provided channels.
ALAMI’s Customer Service team records and verifies user complaints and identities.
ALAMI’s Customer Service team explains the complaint service process at ALAMI. The received complaint by ALAMI’s CS team is stated in a receipt for the complaint.
Complaints are directly handled by the ALAMI’s Customer Service team. If the type of complaint cannot be resolved immediately, it will be handled within a certain period of time.
ALAMI’s Customer Service team informs the complaint resolution period (can be different for each type of complaint).
ALAMI’s Customer Service team carries out the handling process and (if necessary) coordinates with related units.
ALAMI’s Customer Service team will proactively communicate the progress to the user. If the results are not satisfactory, users can object and confirm back to ALAMI.
Standard Complaint Resolution
The determination of the complaint resolution time is based on the level of urgency of the problem faced by the user. The level is divided into:
The complaint is processed by following ALAMI’s operating hours. The standard time for resolving complaints is in the receipt of complaints based on their classification.
Complaints that have an impact on losses, both material and non-material, will be resolved first by the assistance of the ALAMI’s CS team in collaboration with related units.
If after going through a long process you still feel aggrieved or the solution from ALAMI is unacceptable, you have the right to ask for help from a third party who has the authority. Assistance can be requested through the court or out of court, namely the Alternative Dispute Resolution Institution which is included in the List of Alternative Dispute Resolution Institutions determined by the Financial Services Authority.