Complaint Service — Procedure & Contacts of BPR KAS | BPR Karya Artha Sejahtera Indonesia

Complaint Service

We receive, record, and follow up on customer and public complaints in accordance with POJK No. 18/POJK.07/2018 on Consumer Complaint Services in the Financial Services Sector, which applies to People's Credit Banks (BPR).

Legal Basis

POJK No. 18/POJK.07/2018 on Consumer Complaint Services in the Financial Services Sector

Governs the rights and obligations of People's Credit Banks in receiving, recording, handling, and resolving consumer complaints, including resolution deadlines and proof of receipt.

SEOJK No. 17/SEOJK.07/2018 on Guidelines for the Implementation of Consumer Complaint Services in the Financial Services Sector

Explains in technical terms how complaints are received, examined, handled, and resolved, including the documents that must be completed and the proof of receipt.

The full texts are available in OJK's legal database (jdih.ojk.go.id). Dispute resolution through LAPS SJK or through the courts may be pursued if internal handling does not reach an agreement.

Scope of Complaints

A complaint is an expression of customer dissatisfaction, spoken or written, caused by actual and/or potential material loss that is fair and directly attributable to the failure to fulfil the agreement and/or financial transaction documents that have been agreed upon. BPR KAS accepts complaints from customers and/or their authorised representatives.

Complaint Procedure

Follow the steps below so your complaint is handled in accordance with the applicable rules.

1Submit Your ComplaintChoose one of the official channels below and submit your complaint along with its chronology, the type and date of the transaction, and the issue being complained about. Complaints may be submitted orally and/or in writing.
2Documents to PrepareInclude valid identification (national ID card, driving licence, or passport, plus a family card for customers under 17 years of age). If the complaint is submitted by a representative, include the specific power of attorney. Documents directly related to the transaction may also be requested.
3Keep Your Proof of ReceiptUpon receipt of your complaint, BPR KAS issues an acknowledgement and/or proof of receipt containing at least the registration number, the date of receipt, and the contact number of the Complaint Service unit.
4Completing DocumentsIf any document is missing, you are given the opportunity to complete it no later than 20 working days from the date your complaint was received.
5Review and ResponseYour complaint is handled by the designated Complaint Service unit in a competent, accurate, and objective manner. Oral complaints are resolved no later than 5 working days, while written complaints are resolved no later than 20 working days from the date the documents are received in full, accompanied by a written response.
6Dispute ResolutionIf internal resolution does not reach an agreement, the dispute may be settled through the Financial Services Sector Alternative Dispute Resolution Institution (LAPS SJK) or through the courts.

Resolution Timelines

Oral complaint

No later than 5 working days from the date of receipt

Written complaint

No later than 20 working days from the date the documents are received in full

Extension

May be extended by no more than 20 working days in specific circumstances, with written notice before the initial period ends

Completing documents

No later than 20 working days from the date your complaint was received

Complaint Channels

081237717545

official@bprkas.com

Office

Jl. Patimura No.53, Dangin Puri Kaja, Kec. Denpasar Utara, Kota Denpasar, Bali 80231

Complaints may be submitted orally and/or in writing through the following official channels.

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Please Note

Complaints submitted through official channels are recorded in the complaint register and handled in accordance with POJK No. 18/POJK.07/2018.
BPR KAS never asks for your PIN, OTP, or account password by any party.

Legal Basis

POJK No. 18/POJK.07/2018 on Consumer Complaint Services in the Financial Services Sector

Governs the rights and obligations of People's Credit Banks in receiving, recording, handling, and resolving consumer complaints, including resolution deadlines and proof of receipt.

SEOJK No. 17/SEOJK.07/2018 on Guidelines for the Implementation of Consumer Complaint Services in the Financial Services Sector

Explains in technical terms how complaints are received, examined, handled, and resolved, including the documents that must be completed and the proof of receipt.

The full texts are available in OJK's legal database (jdih.ojk.go.id). Dispute resolution through LAPS SJK or through the courts may be pursued if internal handling does not reach an agreement.

Scope of Complaints

Complaint Procedure

Follow the steps below so your complaint is handled in accordance with the applicable rules.

1Submit Your ComplaintChoose one of the official channels below and submit your complaint along with its chronology, the type and date of the transaction, and the issue being complained about. Complaints may be submitted orally and/or in writing.

2Documents to PrepareInclude valid identification (national ID card, driving licence, or passport, plus a family card for customers under 17 years of age). If the complaint is submitted by a representative, include the specific power of attorney. Documents directly related to the transaction may also be requested.

3Keep Your Proof of ReceiptUpon receipt of your complaint, BPR KAS issues an acknowledgement and/or proof of receipt containing at least the registration number, the date of receipt, and the contact number of the Complaint Service unit.

4Completing DocumentsIf any document is missing, you are given the opportunity to complete it no later than 20 working days from the date your complaint was received.

5Review and ResponseYour complaint is handled by the designated Complaint Service unit in a competent, accurate, and objective manner. Oral complaints are resolved no later than 5 working days, while written complaints are resolved no later than 20 working days from the date the documents are received in full, accompanied by a written response.

6Dispute ResolutionIf internal resolution does not reach an agreement, the dispute may be settled through the Financial Services Sector Alternative Dispute Resolution Institution (LAPS SJK) or through the courts.