CUSTOMER COMPLAINT SERVICE PROCEDURE

1

Complete the Customer Complaint Form

2

Document Verification

3

Complaint Recording

4

Complaint Resolution*

5

Submission of Customer Complaint Response

6

Completed

*Jangka Waktu Pengaduan:

10 hari kerja sejak dokumen yang dipersyaratkan diterima secara lengkap

CUSTOMER COMPLAINT SERVICE PROCEDURE

1

Complete the Customer Complaint Form

2

Document Verification

3

Complaint Recording

4

Complaint Resolution*

5

Submission of Customer Complaint Response

6

Completed

  1. Complaints regarding products or services to BPR Varia may only be submitted by Customers/Customer Representatives acting for and/or on behalf of the Customer.
  2. Customers/Customer Representatives can submit complaints through official channels managed by BPR Varia:
    • Office: Jl. Cut Mutia No. 28 B-C Margahayu, Bekasi Timur, Kota Bekasi - Jawa Barat
    • Call Center: 021-8825059 or 0815-1015-4489
    • Email: info@bprvaria.co.id
    • Website: www.bprvaria.co.id
  3. Complaint handling and resolution procedure:
    • Customer submits a complaint
    • BPR Varia receives the complaint, verifies customer data, and generates a complaint number
    • Customer receives the complaint number
    • BPR Varia informs the result of complaint resolution no later than 20 business days from receipt of the complaint.
  4. BPR Varia provides an extension notice if handling takes more than 20 business days.
  5. BPR Varia informs the customer when the complaint has been resolved.
  6. Supporting documents required from the Customer/Customer Representative when submitting a complaint:
    • Customer/Customer Representative identity;
    • Special Power of Attorney if the Customer authorizes a Representative to submit the complaint;
    • Type and date of financial transaction;
    • Issue being complained about.
  7. Complaints will be resolved no later than 20 (twenty) business days from receipt by BPR Varia with complete documents (if required). Under certain conditions, resolution may be extended for an additional 20 (twenty) business days. BPR Varia will notify the Customer/Customer Representative in writing via letter/email before the initial 20 (twenty) business days period ends.
  8. BPR Varia may refuse to handle complaints if:
    • Customer/Customer Representative fails to provide required documents within the specified timeframe;
    • The complaint has been previously resolved by BPR Varia in accordance with applicable regulations;
    • The complaint is not related to actual or potential material loss directly stated in the agreement and/or financial transaction documents;
    • and/or the complaint is not related to financial transactions issued by BPR Varia.
  9. If the Customer/Customer Representative is dissatisfied with the resolution, they may proceed through:
    1. Facilitation by the Financial Services Authority ("OJK") by:
      • Sending a written letter to: Member of the OJK Board of Commissioners and Consumer Protection, Menara Radius Prawiro 2nd Floor, Bank Indonesia Office Complex, Jl. M. H. Thamrin No. 2, Jakarta
      • Contacting OJK services at 157
      • Sending an email to konsumen@ojk.go.id
      • Accessing https://kontak157.ojk.go.id (Consumer Protection Portal Application)
    2. Alternative Dispute Resolution Institution for the Financial Services Sector ("LAPS-SJK") by:
      • Sending a written letter to: Wisma Mulia 2, 16th Floor, Jl. Gatot Subroto No. 42, Kuningan Barat, Mampang Prapatan, Jakarta 12710
      • Contacting 021-29600292
      • Sending an email to lapssjk@ojk.go.id or lapssjk@gmail.com
    3. Specifically for dissatisfaction related to:
      • Issuance of fund transfer instruments and/or fund withdrawal
      • Fund transfer activities
      • Electronic money activities
      • Provision and/or deposit of Rupiah currency.
    4. Proceeding to Bank Indonesia through:
      • Sending a written letter to the nearest Bank Indonesia Representative Office (KPW BI) to the Customer/Customer Representative’s domicile
      • For Jakarta, Bogor, Depok, and Bekasi areas: Bank Indonesia DKI Jakarta Representative Office, Consumer Protection Division of the Payment System, KPW DKI Learning Center, Jl. Prajurit KKO Usman and Harun No. 42, RT/RW: 01/05 Senen, Central Jakarta 10410
      • Contacting Bank Indonesia Call and Interaction Center (BICARA) at 131
      • Sending an email to bicara@bi.go.id
      • Accessing https://www.bi.go.id

For Customer Complaint Services

WhatsApp Pengaduan Nasabah

or Fill out the form below

Customer Complaint Form

Customer / Complainant Contact Information

Complaint Details



Opsional: unggah bukti pendukung (gambar/PDF/DOC).