Complaint Handling

Types and Mechanism of Complaints Submission
Consumers may submit complaints to Bank Mayapada verbally or in writing through the following channels:
- myCALL by telephone 1500029 (24 hours)
- Bank Mayapada Branch Office
Complaint Handling Period
Type of Complaints | Time Limit |
---|---|
Verbal | 5 working days Notes: In the event that Bank Mayapada requires supporting documents and the resolution timeframe cannot be met, Bank Mayapada will request the Consumer to submit a written complaint with the necessary documents attached. |
Written | 10 working days after receiving complete supporting documents and may be extended for a maximum of 10 working days if:
Complaints resolution beyond the aforementioned timeframe may be carried out by Bank Mayapada if:
|
Supporting documents
Bank Mayapada will handle complaints in writing if the Consumer has completed documents in the form of:
- Consumer identity/ the proxy, including at least:
- Full name of Consumer and/or the proxy
- Residential address according to the identification document of the Consumer and/or the proxy and other residential address (if any); and
- Active telephone number of the Consumer and/or the proxy.
- A special power of attorney with a stamp duty, in the event that the Consumer delegates the complaint process to a proxy
- Type and date of transaction/ use of products and services
- Chronology of the complaint issue
- Supporting documents related to the complaint issue
Bank Mayapada has the right to refuse to handle a complaint if:
- Consumer does not complete documents within the specified timeframe
- The complaint has been previously resolved by Bank Mayapada
- The Complaints is not related to material, reasonable and direct losses as stated in the agreement and/or product and service utilization documents
- The Complaint is not related to the utilization of products and services issued by Bank Mayapada
- The complaint is currently being processed or has been dismissed by the civil judiciary
If a resolution to the complaint cannot be reached, the Consumer may seek resolution through:
Lembaga Alternatif Penyelesaian Sengketa (LAPS SJK)
Gedung Menara Karya lt. 25 Unit G-H Jl. HR Rasuna Said Blok X-5 Kav. 1-2, Jakarta
0212527700
https://lapssjk.id/Â