Consumer Protection

Procedure for Submitting Complaints to Bank Artha Graha Internasional:

To ensure that customer complaints are promptly addressed by Bank Artha Graha Internasional, customers should consider the following:

  • Identify the core issue of the complaint.
  • Prepare supporting documents related to the issue.
  • Keep original documents safe and provide Bank Artha Graha Internasional with copies of these documents along with a written complaint.
  • Note the registration number given by Bank Artha Graha Internasional and use it to track the status of the complaint resolution.
  • Retain correspondence with Bank Artha Graha Internasional, including the resolution letter provided by the bank.

If the customer is not satisfied with the resolution provided by Bank Artha Graha Internasional, they may continue to seek resolution through facilitation from Bank Indonesia (BI) for complaints related to payment system services, or through the Financial Services Authority (OJK), or other alternative dispute resolution methods.


Alternative Dispute Resolution Institution (LAPS SJK)

Complaints can also be submitted by consumers through the Alternative Dispute Resolution Institution (LAPS SJK) in accordance with the Financial Services Authority (OJK) Regulation No. 61/POJK.07/2020 concerning the Alternative Dispute Resolution Institution for the Financial Services Sector (LAPS SJK) under the following conditions:

  • Complaints should first be resolved through the Internal Dispute Resolution (IDR) mechanism, which involves direct negotiation or consultation between the Consumer and the Financial Services Provider (PUJK); and

  • The dispute must not be currently in process or has been decided by a court, arbitration, or other alternative dispute resolution institution.

  • The dispute must be of a civil nature.

In addition to the above conditions, LAPS SJK may handle other disputes with OJK's approval.

LAPS SJK must provide at least mediation and arbitration services and must adhere to the principles of independence, fairness, effectiveness, efficiency, and accessibility.

LAPS SJK can be contacted via:

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: lapssjk.id