Complaint Handling Procedure

Complaint Handling Channels

Customers can submit complaints to PermataBank through the following channels:

1. Visit PermataBank Branch Offices
2. Call PermataTel at 1500111 (without any additional numbers or prefixes)
3. Email: care@permatabank.co.id
4. Website & Social Media Platforms:
   • Website: www.permatabank.co.id
   • Facebook: permatabank
   • Twitter: @permatacare
   • Instagram: @permatabank
      

Complaint Handling Time Limit

Type of Complaint	Time Limit
Oral	5 working days. Notes: The above time limit also applies to complaints involving Customer misunderstanding in the form of:  Requests for information regarding products and/or services used by Customer and/or PermataBank’s internal provisions regarding products and/or services provided by PermataBank; Customer complaint procedures; Other relevant product/service information.
Written	10 working days from the complete receipt of supporting documents. It may be extended up to 10 working days under specific circumstances: The PermataBank office that handles complaints is different from the PermataBank office where the reported issues occurred, and there are communication challenges between the two PermataBank offices; Customer complaints require specific investigation regarding PermataBank documents; There are other factors beyond PermataBank's control. PermataBank may handle complaints beyond the mentioned timeframe if: Resolution requires follow-up by another party; Follow-up by another party affects the complaint resolution time limit.

Supporting Documents

In the event that PermataBank requires supporting documents for a verbal complaint, Customers must submit written complaints with the necessary documents.

PermataBank will handle complaints in writing in the event that the Customer has completed documents, including:

1. Identification of the Customer, which at least contains;
   • Full name of the Customer and/or the proxy;
   • Address of residence in accordance with the identification documents of the Customer and/or the proxy and other residential address (if any); and
   • Active phone number of the Customer and/or the proxy.
2. Transaction details, including date, place, transaction evidence, card number, and account number.
3. Chronology of the reported issue.
4. Documents directly related to the complaint.
5. Special-stamp power of attorney if the Customer authorizes a representative.
    

Rejection of Complaints

PermataBank reserves the right to reject Customer complaints if:

1. Customer fails to submit required documents within the specified time limit.
2. The complaint has been previously resolved by PermataBank. Resolved complaints consist of:
   • Complaints that reach an agreement; or
   • Complaints that did not reach an agreement.
3. Complaint is unrelated to significant financial loss or potential loss, as per product/service agreements.
4. Complaint is unrelated to PermataBank issued products/services.
5. Complaint is in process or resolved by a civil court.
    

Customers may escalate complaints to the Alternative Dispute Resolution Institution (LAPS SJK) following the Financial Services Authority Regulation No. 61/POJK.07/2020 on Alternative Dispute Resolution Institutions in the Financial Services Sector (LAPS SJK) with the following conditions:

1. Complaints have undergone resolution efforts by PermataBank but were rejected by the Customer, or the Customer has not received a response to the complaint;  
2. The dispute filed is not currently in process or has been decided by a judicial institution, arbitration, or other alternative dispute resolution institution; and 
3. The dispute is of a civil nature.

In addition to the above conditions, LAPS SJK can handle other disputes with the approval of OJK.

LAPS SJK must, at a minimum, provide Mediation and Arbitration services, and is obligated to adhere to the principles of independence, fairness, effectiveness, efficiency, and easy accessibility.

LAPS SJK Contact Information:

• Address: Gedung Menara Karya lt. 25 Unit G-H Jl. HR. Rasuna Said Blok X-5 Kav 1-2 Jakarta 12950
• Phone: 021-2527700
• Email: info@lapssjk.id
• Website: https://lapssjk.id/