Complaint Handling

Info on Document Completeness when Submitting a Complaint

Customer Personal Identity
Prepare complete personal identification such as a valid KTP/Passport.
Customer Contact
Information regarding the reporter's or customer's telephone number.
Complaint Chronology
The customer as the reporter prepares a detailed chronology of the incident.
Photocopies of Other Documents
Photocopies of documents such as: Deposits or withdrawals, proof of transfer, bank statement, proof of transaction and/or other supporting documents related to the complaint submitted.
Represented Complaint Document
Complaints by Customer Representatives must be accompanied by documents such as: Photocopy of proof of identity of the Customer Representative, Special Power of Attorney from the Customer to the Customer Representative stating that the Customer gives authority to the appointed attorney (Individual, Institution or Legal Entity) to represent him and act on his behalf. Customer.
Legal Institution Representative Document
If the Customer Representative is an institution and/or legal entity, the Customer Representative must include documents stating their authority.
Pengaduan Melalui CallPanin
Complaints via Call Panin 1500678 must be submitted personally by the customer concerned (not permitted through customer representatives). The bank will verify the legitimacy of customers who submit complaints.

Handling of Customer Complaints by the Bank

Receive customer complaints
The Bank will accept complaints submitted by Customers.
Verify customer data
Bank officers will first verify customer data.
Complaint recording
Bank officers will record complaints.
Complaint Registration Number
Customers will receive a registration number regarding complaints.
Tindak lanjut terkait pengaduan
The bank will follow up according to the required time period according to the type of complaint.
Complaint Resolution Information
The bank will inform customers about the resolution of complaints. If the customer does not agree, the customer can submit his objection to the settlement results in writing to the Bank.
Complaint Resolution to Alternative Dispute Resolution Institutions in the Financial Services Sector

Resolution of Complaints at the Alternative Institution for Dispute Resolution in the Financial Services Sector can be submitted via the following address: Wisma Mulia 2 Fl. 16, Jl. Gatot Subroto No.42, South Jakarta 12710;

  • Telephone: 021-29600292
  • e-mail:
  • Online Form:
Submitting Complaints of Dissatisfaction in Resolving Complaints related to the Payment System

Especially for complaints of dissatisfaction in resolving complaints related to the payment system which includes fund transfer activities, payment instrument activities using Cards (APMK), Electronic Money Activities and activities of providing and/or depositing Rupiah currency, can be submitted to the Bank Indonesia through the following channels:

  • Written letter to: Dept. MSME Development and Consumer Protection Address: Jl. MH. Thamrin No. 2 Typical Building Fl. 14 Jakarta 10350.
  • Contact BI service: 1500131
  • Email to:
Submission of Complaints Orally and in Writing

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