Complaint Handling

Laporan Tahunan
Types and Mechanism of Complaints Submission

Consumers may submit complaints to Bank Mayapada verbally or in writing through the following channels:

  1. myCALL by telephone 1500029 (24 hours)
  2. 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:

  1. The Bank Mayapada office that received the complaint is not the same as the Bank Mayapada office where the problem complained about occurred
  2. The complaint submitted by Consumer requires special research into Bank Mayapada documents
  3. There are other factors beyond the control of Bank Mayapada

Complaints resolution beyond the aforementioned timeframe may be carried out by Bank Mayapada if:

  1. Complaint resolution requires follow-up by another party
  2. Follow-up actions carried out by other parties affect the time limit for resolving complaints by Bank Mayapada

 

Supporting documents

Bank Mayapada will handle complaints in writing if the Consumer has completed documents in the form of:

  1. 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.
  2. A special power of attorney with a stamp duty, in the event that the Consumer delegates the complaint process to a proxy
  3. Type and date of transaction/ use of products and services
  4. Chronology of the complaint issue
  5. Supporting documents related to the complaint issue

Bank Mayapada has the right to refuse to handle a complaint if:

  1. Consumer does not complete documents within the specified timeframe
  2. The complaint has been previously resolved by Bank Mayapada
  3. The Complaints is not related to material, reasonable and direct losses as stated in the agreement and/or product and service utilization documents
  4. The Complaint is not related to the utilization of products and services issued by Bank Mayapada
  5. 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
This email address is being protected from spambots. You need JavaScript enabled to view it. 
https://lapssjk.id/ 

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