This complaint mechanism refers to the Financial Services Authority Regulation (“POJK”) Number 22 of 2023 on Consumer and Community Protection in the Financial Services Sector, as well as OJK Circular Letter Number 17/SEOJK.07/2018 on Guidelines for Consumer Complaint Handling in the Financial Services Sector.
Consumers who have concerns or complaints related to financing products or services may submit their complaints through Kreditplus’ official channels, including:
Every complaint received will be recorded and verified by the relevant team. The company will then follow up on the complaint accordingly. The complaint resolution process will be completed within a maximum of 10 (ten) working days, while verbal complaints will be resolved within 5 (five) working days from the date all required information is received. Under certain circumstances, Kreditplus may extend the resolution period for an additional 10 (ten) working days, with prior notification to the consumer, including clear and accountable reasons for the extension.
If the consumer is not satisfied with the resolution provided by Kreditplus, they may escalate the matter through the Alternative Dispute Resolution Institution for the Financial Services Sector (“LAPS SJK”). LAPS SJK is an independent institution that facilitates dispute resolution between consumers and financial service providers through mediation, adjudication, or arbitration.
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