CUSTOMER COMPLAINT SETTLEMENT MECHANISM
Information and/or data to be submitted to ORIF:
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Identification of customer and/or his/her attorney / representative in the form of copy of KTP (for Indonesian citizen) or KITAS (for foreign citizen);
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Original special power of attorney if a customer is represented by other parties;
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Material of complaint;
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Documents related to the material of complaint
Stages of customer complaint settlement:
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Verbal complaint shall be followed up and settled no later than 5 (five) business days since such complaint is received.
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Written complaint shall be followed up and settled within 20 (twenty) business days since such complaint is received.
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Settlement period of written complaint can be extended to another 20 (twenty) business days from the expiry of the first period, due to following reasons:
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ORIF’s office receiving the customer’s complaint is not the same with ORIF’s office where the case happened; or
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Complaint by the customer needs particular investigation; or
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There are other things beyond ORIF’s control such as involvement of a third party in the financial transaction made between ORIF and the customer.
- In the event that the customer object ORIF’s response, customer may choose to settle the complaint through Alternative Dispute Resolution Institution (LAPS) for Financing Company, where ORIF has been registered as a member.
