Alternative Dispute Resolution Institution

Alternative Dispute Resolution Institution is agency that performs dispute settlement between customers and Banks outside the court.

Disputes occurred when the problems between Customer and the Bank in relates to fund placement activities and/or utilization of services and/or products by the Customers to the Bank has been through the complaint submission process by the Bank.

The regulation issued by Otoritas Jasa Keuangan (POJK) Nomor 1/POJK.07/2014 regarding Lembaga Alternatif Penyelesaian Sengketa (LAPS) covered the principal as follows:

  1. Request for a dispute settlement can only performed by Customers or their appointed representatives
  2. Request for a dispute settlement should be made in writing using form dispute settlement and attached with following documents:
    1. Copy of the Bank's formal letter to Customer regarding the results of complaint settlement effort.
    2. Copy of Customer's valid identity card
    3. A statement, which is signed on an adequate stamp duty, confirming that the reported dispute is not currently being processed or has already been decided by an arbitration agency, court of law or other mediation agency and has never been processed through Banking mediation facilitated by Bank Indonesia
    4. Copy of supporting documents related to the reported Dispute
    5. Copy of power attorney letter (if the process represented by other people)
  3. Bank has done a complaint settlement effort but customers cannot accept the settlement and or has been passed through a time limit as set forth
  4. Reported dispute has never been processed through Otoritas Jasa Keuangan (OJK) and / or Bank Indonesia
  5. Reported dispute is not currently being processed or has already been decided by an arbitration agency or court of law, or has not achieved any agreement facilitated by other mediation agency
  6. Reported dispute is a civil case caused by a financial transaction
  7. Value of financial claim shall be in Rupiah currency with a maximum limit of Rp.500.000.000,- five hundred million rupiah).
  8. Request for dispute settlement should be submitted at the latest 60 (sixty) work days since the completion date of resolution complaint convey from Bank to customers

Reference:
         Peraturan Otoritas Jasa Keuangan (POJK) Nomor 1/POJK.07/2014