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  • Home
  • About Us
    • At a Glance
    • Bank DKI Profile
    • Vision & Mission
    • Corporate Culture
    • Corporate Group Structure
    • Shareholders
    • Management
      • Organization Structure
      • Board of Commissioners
      • Board of Directors
      • Committee
      • Executive Officers
    • Corporate Identity
    • Corporate Governance
      • Corporate Governance
        • Structure
        • Mechanism
        • Soft Structure
      • Corporate Governance Report
      • Business Ethic and Code of Conduct
      • Risk Management
      • Whistle Blowing System Reporting
      • Affiliation Relationship
      • Gratifikasi
    • Awards
  • Products & Service
    • Consumer Banking
      • Fund
        • Tabungan Monas
          • Monas Saving
          • Monas Bisnis
          • Monas Bisnis Perkulakan
          • Monas Pelajar
        • Simpeda Saving
        • TabunganKU
        • Deposit
        • Current Accounts
      • Loan
        • Multi Guna Loan
          • KMG Pegawai Aktif
          • KMG MPP dan Purna Karya
        • Griya Monas Mortgage
      • Kartu Kredit
    • Micro & SME Banking
      • Micro Banking
        • Monas SME Loans
        • Monas 25
        • Monas 75
        • Monas 500
        • Monas Small Business Loan
      • SME Banking
        • Kredit Modal Kerja
        • Kredit Investasi
        • Kredit Agunan Deposito
        • Trade Finance
        • Bank Garansi
        • Pembiayaan Linkage
        • Kredit Kontraktor Jakarta
        • Kredit UMKM
    • Commercial & Corporate Banking
      • Kredit
        • Working Capital Loan
        • Investment Loan
        • Cash Collateral
      • Bangun Karya Loan
      • Bank Garansi
      • Syndicated Loans
    • Treasury & International Banking
      • Treasury Banking
        • Forex
        • Money Market
        • Wali Amanat
        • Bank Notes
      • International Banking
        • Bank DKI Trade
      • Investasi
        • ORI 014
    • Service
      • Tax Payment
        • PBB Online
        • Samsat
          • E-Samsat
          • Samsat Drive Thru
      • Electronic Banking
        • E-Dapem
        • E-Retribusi
        • E-Ticketing Ragunan
        • E-KIR
        • E-Parking
      • Modern Banking
        • JakOne Mobile Bank DKI
        • Cash Management System
        • SMS Notifikasi
        • Internet Banking Bank DKI
        • BPD Net Online
        • JakCard Bank DKI
        • ATM & Debit Bank DKI
        • EDC Bank DKI
      • Others
        • Auto Debit Bank DKI
          • Program Rusun
          • Pedagang Kaki Lima (PKL)
        • Jakarta Pintar Card
        • Safe Deposit Box
        • Jakarta Lansia Card
        • SP2D ONLINE
    • Program Promo
      • SaveMatic TabunganKu
      • JakOne Mobile
      • Bank DKI Goes To School
        • Hut DKI 490 & RI 72
      • Retribusi/Pajak
      • JakOne Vaganza
      • Jakcard Internal Engagement
      • Bank DKI #Bisa
  • Quick Info
    • Service Office
      • Jakarta
        • Central Jakarta
        • West Jakarta
        • South Jakarta
        • East Jakarta
        • North Jakarta
        • Seribu Island
      • Banten
        • Tangerang
      • West Java
        • Bandung
        • Bekasi
        • Bogor
        • Depok
      • Central Java
        • Kantor Cabang
        • Kantor Fungsional
      • East Java
        • Gresik
        • Surabaya
        • Sidoarjo
    • ATM Networks
      • Jakarta Pusat
      • Jakarta Barat
      • Jakarta Timur
      • Jakarta Utara
      • Jakarta Selatan
      • Kepulauan Seribu
      • BODETABEK
      • Luar JABODETABEK
    • EDC Networks
      • Merchants
      • Gunung Agung
      • Gramedia
      • OP
      • SAMSAT
    • JakOne Mobile Networks
      • Makanan & Minuman
      • Elektronik
      • Fashion
      • Otomotif
      • Olahraga
      • Obat & Alat Kesehatan
      • Kecantikan
      • Buku & Alat Tulis
      • Hiburan
      • E-Commerce
      • Toko & Mini Market
      • Pasar
      • Koperasi
      • Lainnya
    • Call Center
  • Investor Relations
    • Company Rating
    • Laporan Liquidity Coverage Ratio
    • Laporan Net Stable Funding Ratio
    • Pengungkapan Informasi Kuantitatif Eksposur Risiko
    • Laporan Leverage Ratio
    • Laporan Ukuran Utama
    • Media Relations
      • Release
    • CSR
      • CSR Direction and Focus
      • Costumer Protection
      • Environmental
    • Announcement
    • Financial Information
      • Financial Highlights
      • Financial Statements
      • Annual Report
      • Prospektus
    • Stock & Bond Information
      • Shareholders
      • RUPS
      • Bond

Costumer Protection

Commitment on Responsibility To Customers

Details
Published: 07 July 2020
Category: Uncategorised

Bank DKI has a commitment to maintain trust from our customers. This is carried out by providing protection to the customers as well as information disclosure on products and services.

 

Responsibility to Customers Implementation Framework

Implementation of responsibility to customers, particularly related to customer protection and information disclosure about products and services refer to regulations as stipulated by the Government and Regulator, among others:

 

·         Republic of Indonesia Law No. 8 of 1999 concerning Consumer Protection

·         Financial Services Authority Regulation No. 1/POJK.07/2013 concerning Protection of Financial Services Sector Consumers

·         Financial Services Authority Regulation No. 55 /POJK.03/2016 concerning Implementation of Governance for Commercial Banks (Article 61 - aspects of product transparency)

·         Financial Services Authority Regulation No. 76 /POJK.07/2016 concerning Enhancing Financial Literacy and Inclusion in the Financial Services Sector for Consumers and/or Communities

Financial Services Authority Circular Letter No. 12/SEOJK.07/2014 concerning Submission of Information in the framework of Product Marketing and/or Financial Services.

 

Customer Protection

Customer Complaint via Customer Service

Bank DKI seeks to deliver excellent service to the customers including in giving response to complaints submitted by customers when visiting our service offices.

Customer Complaint via Customer Letter at Newspaper

Bank DKI always expresses positive response for every customer complaint published at customer letter section in various media. Bank shall solve the complaint maximum 20 (twenty) working days after the written complaint submission and, under particular condition, Bank may extend the terms up to maximum 20 (twenty) working days, Bank DKI will solve and publish at the same media to be published as Bank DKI’s rights to answer.

 

Customer Complaint via Call Center

Bank DKI also has Bank DKI Call Center 1500-351 Service where Bank DKI’s customers may acquire various information about Bank DKI’s products and services. Bank DKI Call Center also receives complaint and inquiry from the customers. To follow-up customer complaint, Bank DKI has established Customer Response Unit which will forward to related unit in solving complaint from the customers. Bank DKI always improves quality and provides Bank DKI’s product and service product knowledge updating to Bank DKI’s call center officers.

 

Customer Complaint via Social Media Account

Bank DKI has official social media account as Bank DKI’s effort to develop open two-way communication with all stakeholders, especially with the customers. The social media account provides various up-to-date information about Bank DKI’s products and services. Customers and all stakeholders can ask questions, submit suggestions and complaints to various social media account platforms provided by Bank DKI, as follows:

 

Facebook : Bank_DKI

Twitter : @bank_dki

Instagram : @ bank.dki

 

Customer Complaint Feedback 

Bank DKI continues to pay attention to every customer's needs and desires. Through means of complaints, complaints and suggestions submitted through various communication media, Bank DKI strives to provide maximum feedback. Of the various complaints, complaints and suggestions that entered, Bank DKI sought to respond to all complaints received. Customer complaints are well documented by Bank DKI as part of input and recommendations for efforts to improve service quality to customers and all other stakeholders.

 

Customer Complaint Settlement Reporting 

As means of Bank DKI’s accountability as financial institution which is registered and supervised by the regulator, Bank DKI reports customer complaint settlement periodically to the regulator.

 


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