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APU PPT

LINE Bank

 As of PT Bank KEB Hana Indonesia's (Hana Bank) commitment to provide optimal banking services, Hana Bank always appreciates every assessment, input, and complaint submitted by Customers, Customer Representatives, and/or Non-Customers and Prospective Customers of Hana Bank.

In its implementation, Hana Bank manages all assessments, inputs, and complaints in accordance with regulatory regulations, namely the Financial Services Authority Regulation, Bank Indonesia as well as through the internal policy "Complaint Handling" which we continue to improve.

1.	Customer and/or Non-Customer Dissatisfaction with Hana Bank Products and/or Services, can submit a complaint through the Complaint Service either orally or in writing.

Such complaints can be made due to losses and/or potential material, reasonable and direct losses to the Customer due to non-fulfillment of the agreement and/or financial transaction documents that have been agreed with Hana Bank.

2.	Hana Bank doesn’t charge any fees in carrying out the policies and procedures for Complaint Handling to Customers, Customer Representatives, and/or Non-Customers or Prospective Customers.

     1)	Hana Bank receives, records, and documents every complaint submitted by the Customer, 
      Customer Representative, and/or Non-Customer or Prospective Customer and/or Non-Customer. Such 
      complaints can be made in writing and/or orally through Official Channels managed by the Bank, 
      namely:

      -	Bank Office Network		        : The Entire Network of Hana Bank Offices

      -	Contact Center (24 Hours) : Call Hana 1 500 021 (National) or +62 21 5050 1515 (International)

      -	Email				                : customervoice@hanabank.co.id (Monday – Friday, pukul 08:00 - 17:00 WIB)

      -	Website			                        : www.hanabank.co.id (Monday – Friday)

      -	Whatsapp (Verified)		        : 0811 9710 0021 (Monday – Sunday, pukul 08:00 - 22:00 WIB)

    2)	Explain the Short Procedure for Complaint Handling to Customers, Customer Representatives, and/or Non-Customers and Prospective Customers.

    3)	Hana Bank conducts verification to ensure the correctness of the information provided by the Customer, Customer Representative, and/or Non-Customer or Prospective Customer.

    4)	Supporting documents must be submitted by the Customer, Customer Representative, and/or Non-Customer or Prospective Customer when submitting a complaint are as follows:

      -	Identity of the Customer/Customer Representative;

      -	Special Power of Attorney stamped if the Customer delegates the complaint submission process to the Customer Representative;

      -	Type and date of financial transaction

      -	Other required documents that must be completed

    5)	In the event that the consumer has not fulfilled the required documents, Hana Bank will inform and request the lack of such documents and give time to the Customer to complete the lack of documents up to 10 (ten) working days, under certain conditions the Bank may extend the period up to the next 10 (ten) working days by informing the Customer before the first period ends. These conditions include:

      -	The required documents are not available at the Customer's domicile; and/or

      -	There are other things that are beyond the Customer's control.

     6)	Hana Bank through the unit that carries out the functions of Consumer Protection and Complaint Handling submits confirmation and proof of receipt of complaints to the Customer consisting of:

      -	Date of receipt of the Complaint; and 

      -	Telephone number or other communication channel from the Bank that can be contacted by the Customer

          Time Period	: 5 (Five) Working Days since the complaint is received

           Category		: The complaint has an element of incomprehension of the Customer,  including:

      1.	Request for information regarding the products and/or services used by the Customer and/or the Bank's internal regulations regarding the products and/or services provided by the Bank;

     2 .	Request for information regarding the mechanism of using products and/or services;

     3.	Procedures for Customer complaints; and/or

     4.	Other information about products and/or services that the Customer needs to know;

          Time Period	: 10 (Ten) Working Days since the documents are received in full by the  Bank*

           Category		: Complaints that have elements of disputes, violations of provisions, and/or losses of the Customer.

* If there are certain conditions, the Bank can extend the period for a maximum of 10 (ten) working days, for the following reasons:

-	The Bank office receiving the Complaint is not the same as the Bank office where the complained problem occurred and there are communication problems between the two Bank offices;

-	Complaints submitted by the Customer require further escalation or investigation within and outside the Bank; and/or

-	There are other matters beyond the control of the Bank.

In the event that the settlement of the Customer's complaint involves a third party who has a special policy related to the deadline for resolving the complaint and/or transaction, the Bank will inform the Customer of the time adjustment through the media determined by Hana Bank.

1)	Hana Bank provides Complaint Responses to Customers, Customer Representatives, and/or Non-Customers and Prospective Customers on Complaints received either orally and/or in writing.

2)	The Complaint response provided by the Bank may be:

-	Explanation of the problem, in the event that there are no errors, omissions, and actions that are contrary to the provisions of laws and regulations in the financial services sector, and/or agreements that cause losses and/or potential losses to the Customer.

-	Offer for settlement, in the event that there are errors, omissions, and actions that are contrary to the provisions of laws and regulations in the financial services sector and/or agreements that cause losses and/or potential losses to the Customer.

In handling complaints, Hana Bank may reject complaints if:

a.	The Customer does not complete the document requirements in accordance with the predetermined period.

b.	Previous complaints have been resolved by Hana Bank in accordance with the Procedures, Mechanisms and/or Terms and Conditions of this Complaint Service.

c.	The complaint is not related to material, reasonable, and direct losses and/or potential losses as stated in the agreement and/or product and/or service utilization documents.

d.	The complaint is not related to the utilization of products and/or services issued by the relevant Hana Bank.

e.	The complaint is in process or has been decided by the judiciary civilly.

In the event that the Customer does not agree on the results of the Handling and Settlement of Complaints conducted by the Bank, the Customer may submit to:

1)	Complaint to the Financial Services Authority (OJK)

-	Submit a written letter to: Anggota Dewan Komisaris OJK dan Perlindungan Konsumen, Menara Radius Prawiro Lantai 2 Komplek Perkantoran Bank Indonesia, Jl. M. H. Thamrin No. 2, Jakarta

-	Access the website https://kontak157.ojk.go.id

-	Visit the head office of Bank Indonesia, namely the BI – BICARA visitor center and/or the domestic Bank Indonesia representative office closest to the domicile of the Customer/Customer Representative. 

1.	For Consumers who are domiciled or reside in the DKI Jakarta area, Bekasi Regency or City, Bogor Regency or City, Karawang Regency, and Depok City, submitted to the Bank Indonesia Representative Office of DKI Jakarta Province

2.	For Consumers who are domiciled or reside outside the region, it is submitted to the domestic Bank Indonesia representative office closest to the Consumer's domicile or residence;

-	Contact Bank Indonesia Call and Interaction (BI-BICARA) Call Center (131 local credit) or 1500131 (from abroad)

-	Access the website https://www.bi.go.id 

-	LISA Chatbot with number 081 131 131 131

3)	   Submit a dispute to the Alternative Dispute Resolution Institution-Financial Services Sector (LAPS SJK) which has received approval from the Financial Services Authority with the following information:

4)	Settlement of disputes or legal problems through the Judiciary in the Republic of Indonesia.

 Sebagai salah satu wujud komitmen PT Bank KEB Hana Indonesia (Hana Bank) untuk memberikan layanan perbankan yang optimal, Hana Bank senantiasa menghargai setiap penilaian, masukan, dan pengaduan yang disampaikan oleh Nasabah, Perwakilan Nasabah, dan/atau Non Nasabah maupun Calon Nasabah Hana Bank.

Dalam pelaksanaannya, Hana Bank mengelola seluruh penilaian, masukan, dan pengaduan sesuai dengan ketentuan regulator, yakni Peraturan Otoritas Jasa Keuangan, Bank Indonesia maupun melalui kebijakan internal “Penanganan Pengaduan” yang terus kami tingkatkan.

1.	Ketidakpuasan Nasabah dan/atau Non Nasabah atas Produk dan/atau Layanan Hana Bank, dapat mengajukan Pengaduan melalui Layanan Pengaduan baik secara lisan atau tertulis.

Pengaduan tersebut dapat dilakukan karena adanya kerugian dan/atau potensi kerugian materiil, wajar dan secara langsung pada Nasabah karena tidak dipenuhinya perjanjian dan/atau dokumen transaksi keuangan yang telah disepakati dengan Hana Bank.

2.	Hana Bank tidak mengenakan biaya apapun dalam melaksanakan kebijakan dan prosedur Layanan Pengaduan kepada Nasabah, Perwakilan Nasabah, dan/atau Non Nasabah maupun Calon Nasabah.

  1)	Hana Bank menerima, mencatat, dan mendokumentasikan setiap pengaduan yang diajukan oleh Nasabah, Perwakilan Nasabah, dan/atau Non Nasabah maupun Calon Nasabah dan/atau Non Nasabah. Pengaduan tersebut dapat dilakukan secara tertulis dan/atau secara  lisan melalui Kanal Resmi yang dikelola oleh Bank yaitu: 

-	Kantor Cabang 			: Seluruh Jaringan Kantor Hana Bank (Senin-Jumat)

-	Contact Center (24 Jam) 	: Call Hana  1 500 021 (Nasional) atau +62 21  5050 1515 (Internasional)

-	Email 				: customervoice@hanabank.co.id (Senin – Jumat, pukul 08:00 - 17:00 WIB)

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