Superbank

Customer Complaints

Customer Complaint Handling

 

  1. A. Bank Contact
    Customers can file complaints to Super Care verbally through call at 1500 333, in writing through email at care@superbank.id, Help Center form, in-app chat in the Superbank app, or visit Superbank branch.

  2. B. Complaint Handling Period

    1. Verbal
      Verbal complaints are handled and resolved within 5 (five) working days starting from the date the complaint is received with complete supporting documents.

    2. Written

      1. Written complaints that contain elements of customer incomprehension are handled and resolved within 5 (five) working days starting from the date the complaint is received with complete supporting documents.

        Elements of customer incomprehension include:

        • Inquiry related to products and/or services provided by the Bank which is used by the customer
        • Customer complaint procedure to the Bank; and/or
        • Other information related to products and/or services which customers need to know.

      2. Meanwhile, complaints related to dispute, violation of policies, or customer losses are handled and resolved within 10 (ten) working days starting from the date the complaint is received with complete supporting documents.

  3. C. Complaint Resolution Period Extension
    The complaint resolution mentioned in point B above, may be extended by a maximum of 10 (ten) working days by informing the customer about the extension of complaint resolution period, consecutively, if:

    • The Bank encounters obstacles during the complaint handling process, such as: different locations between where the incident occurred and where the complaint was filed;
    • The complaint is complex and therefore needs in-depth research and investigation into the Bank’s and other parties’ documents; and/or
    • There are matters beyond the control of the Bank, such as involvement of third parties who are in partnership with the Bank.

  4. D. Complaint Registration
    Complaints will be registered by the Bank and the complaint resolution period will be calculated when the Customer submits the complete required information and supporting documents.

    Supporting documents referred above may include but is not limited to:

    1. Customer identity, including:
      1. Full Name;
      2. Registered phone number/NIK/account number;
      3. Active phone number of the customer;
      4. Email address (if any); and/or
      5. Types of products and/or services used.
    2. Chronology of complaint;
    3. Other supporting data or documents, such as proof of transactions, proof of screen displays, and other relevant documents.

  5. E. Request for Additional Supporting Documents

    1. In the event that the Bank requires additional supporting documents for both written and verbal complaints, customers are required to complete the documents within 10 (ten) working days (or the days when banks in Indonesia operate).
    2. If the Bank requires supporting documents for complaints submitted verbally, the Bank may ask the Customer to submit a written complaint along with the complete supporting documents within 10 (ten) working days. In this case, the resolution period of complaint submitted in writing will follow as stated in point B.2 above.

  6. F. Data Confidentiality
    Please note that the Bank never asks Customers to submit and/or provide access codes or security codes owned by Customers to access accounts and/or make transactions on the Superbank application. Customers are asked to always maintain the confidentiality of any access codes owned by Customers for their accounts and to always contact the Bank's official contact channels when submitting complaints.

  7. G. Objections
    If Customer does not agree with the results of the complaint resolution, Customer may:

    1. Resubmit the complaint by attaching new documents that have not been submitted previously; or
    2. Submit a dispute resolution either in court or out of court, including through institutions in accordance with OJK regulations Alternative Dispute Resolution Institution for the Financial Services Sector (LAPS SJK)
      • Address: Wisma Mulia 2 Lt. 16, Jl. Gatot Subroto No.42, South Jakarta 12710
      • Telephone: 021-29600292
      • e-mail: lapssjk@gmail.com