The Complaint Handling Submission Mechanism

Procedures for Complaint Submission

  1. Customer can submit complaint through Bank Commonwealth channels, as follow:


  2. Mechanism for the handling and resolution of customer complaint is as follows:


  3. Customer/ Customer Representatives area required to submit supporting document of the complaint
  4. Complaint will be followed up no later than 20 (twenty) working days since the complaint is received but in the event of certain conditions it can be extended for the next 20 (twenty) working days. This will be informed to the Customer
  5. Settlement of Dispute Indicated Complaints can be through Facilitation/ Limited Facilitation by the Financial Services Authority (“OJK”). For further information, click here