Consumers can submit complaints to Bank Indonesia with the following conditions:

1. The Consumer has submitted a complaint to the Bank, but there is no agreement between the Consumer and the Bank;
2. The problem being complained of is a civil cases that has never been processed by a court, institution or dispute resolution body, or other competent authority;
3. Consumers experience potential financial losses of up to IDR 500,000,000 (five hundred million rupiah) incurred by Banks in the field of Payment Systems, Money Service Activity Organizers, and other parties regulated and supervised by Bank Indonesia;
4. The complaint submitted should at least include the following documents:
   
   • Photocopy of proof of personal identity;
   • Photocopy of the complaint resolution letter provided by the Bank to the Consumer;
   • Photocopy of proof of transaction;
   • Photocopy of power of attorney, if authorized;
   • A sufficiently stamped statement stating that the problem being submitted is a civil matter that has never been processed by a court, institution or dispute resolution body, or other competent authority.
5. Submission of complaints does not exceed 60 (sixty) working days from the date of delivery of written complaint resolution results from the Bank to consumers.

Consumers can submit their complaints to Bank Indonesia through the following channels:

1. Bank Indonesia Call Center (BI Talk) with telephone number: 131 (local credit) or 1500131 (overseas);
2. Electronic mail or to : bicara@bi.go.id
3. Chatbot LISA with number: 081 131 131 131
   1. a.Written letter:
      For consumers in the DKI Jakarta area, Bekasi Regency or City, Bogor Regency or City, Karawang Regency, and Depok City, you can submit this to:
      Bank Indonesia Representative Office DKI Jakarta Payment Systems Consumer Protection Division KPw DKI Learning Center Jl. Prajurit KKO Usman dan Harun No. 42 RT/RW : 01/05 Senen Central Jakarta 10410
   2. b.For consumers who are domiciled or residing outside the region referred to in letter a, submit it to the domestic Bank Indonesia representative office closest to the consumer's domicile or residence.
4. Online complaint form on the official Bank Indonesia website via: www.bi.go.id

Consumers can submit complaints that indicate disputes and complaints that indicate violations of the provisions of laws and regulations in the financial services sector to the Otoritas Jasa Keuangan.

Providing facilities for resolving consumer complaints that indicate disputes with the following provisions:

1. Consumers experience financial losses of up to IDR 500,000,000 (five hundred million rupiah)
2. Consumers submit a written request accompanied by supporting documents related to the complaint
3. The Bank has made efforts to resolve complaints but consumers cannot receive the resolution or the time limit has passed as stipulated in the Financial Services Authority regulations
4. The complaint submitted is not a dispute that is currently in process or has ever been decided by an arbitration or judicial institution, or other mediation institution;
5. The complaint submitted is civil in nature;
6. The complaint submitted has never been facilitated by the Otoritas Jasa Keuangan, and
7. g.Submission of complaint resolution does not exceed 60 (sixty) working days from the date the Bank delivers the Complaint resolution letter to the Consumer.

1. Written letter to:
   Member of the OJK Board of Commissioners and Consumer Protection
   Radius Prawiro Tower Floor 2.
   Bank Indonesia Office Complex
   Jl. M.H. Thamrin No. 2 Jakarta 10350
2. Contact OJK service: 157
3. Email : konsumen@ojk.go.id
4. Whatsapp :081 157 157 157
5. Online :sikapiuangmu.ojk.go.id
6. Website-based system via the Consumer Protection Portal Application (APPK)

In the event that there is no agreement regarding the results of the handling of complaints carried out by the Bank, consumers can submit a dispute outside the court through the Alternative Dispute Resolution Institution (LAPS) in the Financial Services Sector.

Facilitation process for resolving consumer complaints through LAPS in the Financial Services Sector with the following criteria:

1. The Bank has attempted to resolve the complaint but has been rejected by the Consumer or the Consumer has not received a Complaint Response as regulated in the OJK Regulations regarding Consumer complaint services;
2. The dispute submitted is not a dispute that is currently in process or has been decided by a judicial institution, arbitration or other alternative dispute resolution institution; And
3. Disputes are civil in nature.

• Come directly to the LAPS Office, at the address;
  Karya Tower Lt. 25, Jl. H.R. Rasuna Said, Block X-5, Kav. 1-2 South Jakarta 12950, or
• By telephone: 021-2527700
• Email :info@lapssjk.id