Customer Complaints Procedure and Settlement Procedures

Referring to Regulation of the Financial Services Authority No. 01 / POJK.07 / 2013 on Protection Consumer Sector Financial Services and Circular Letter of the Financial Services Authority No. 2 / SEOJK.07 / 2014 on Consumer Complaint and Completion Settlement on Business Services Persons, we herewith inform Customer Service and Compliance Procedure PT. Trust Finance Indonesia based on the principles of accessibility, independence, fairness, efficiency and effectiveness as follows:

Procedure of Submitting Complaint to PT. Trust Finance Indonesia

Submission of complaint to PT. Trust Finance Indonesia may only be performed by customers or customer representatives acting for and on behalf of customers. Customer can submit complaint to PT. Trust Finance Indonesia through several ways as follows:

1. Complaint orally:
a. Customers visit PT. Trust Finance Indonesia nearest and submit complaints through "Customer Service Representative"; or

b. Customer contact PT. Trust Finance Indonesia by phone to convey complaints through Trust Finance Customer Care Business Care at number (62-21) 515 5477 by phone on Monday to Friday (excluding national holidays) at 08.00 - 17.00

Verbal complaints will be handled and resolved within 2 (two) working days after the date of receipt of the complaint. If the complaint requires handling and completion of more than 2 (two) working days, then PT. Trust Finance Indonesia will inform customers to file their complaints in writing.

2. Complaint in writing:
A written complaint may be submitted by mail, facsimile or "email" by enclosing photocopy of identity and other supporting documents. Complaint in writing will be completed within 20 (twenty) working days after the complaint is received by PT. Trust Finance Indonesia. In the case of certain conditions, PT. Trust Finance Indonesia may extend the settlement time of the customer up to a maximum of 20 (twenty) working days by giving written notice of such extension to the customer before the first 20 (twenty) working days expire.

Confidentiality of Customer Data
PT. Trust Finance Indonesia will maintain the confidentiality of customer data, which complain against any party, except:
1. To the Financial Services Authority;
2. In the course of the settlement of the complaint;
3. Required by law and regulation; and / or
4. The other Party for the approval of the respective customer.

If PT. Trust Finance Indonesia has made a complaint settlement effort but the customer can not accept the settlement or the complaint settlement process has exceeded the time limit as mentioned above, so the customer can continue the effort through the Financial Service Authority (OJK) or alternative dispute settlement institution.

Oct 18, 2016

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