OCBC Is Ready to Receive and Handle Customer Complaints Professionally

Below, we outline the complaint submission process and handling procedures in accordance with regulatory requirements and internal bank policies, to ensure that all customer complaints are addressed promptly, professionally, and transparently.

1. Customer Rights in Submitting Complaints
   Every customer has the right to submit a complaint regarding any inconsistencies in products, services, or banking transactions they have experienced, through the bank’s official channels.


2. Official OCBC Bank Complaint Channels
   For your comfort, convenience, and security, the following are the official complaint channels available:
   • 24/7 TANYA OCBC Service (Contact Center): 1500-999 or +62-21-26506300 (from overseas)
   • OCBC Mobile App via the TANYA Chat and TANYA Call features
   • WhatsApp TANYA OCBC : +62 812 1500 999
   • Email: tanya@ocbc.id
   • Official website: www.ocbc.idunder the "Contact Us" sub-menu
   • Social Media:
     • X (Twitter): @Tanya_OCBC & @OCBC_Indonesia
     • Instagram: @OCBC_Indonesia
     • Facebook: OCBC
   • OCBC Branch
   • Relationship Manager (RM)
3. Customer Complaint Handling Process
   1. Complaint Submission
      • Every complaint received will be recorded in the bank’s system by our staff and handled in accordance with the bank’s established procedures, with a friendly and professional approach.
      • Our staff will verify the customer’s information, clarify and identify the issue, and may request additional information or relevant documents (if any).
      • Please ensure that the complaint you submit is accurate, clear, and verifiable.
   2. Follow-up and Resolution
      • Upon receiving the complaint, our staff will provide a complaint number/ticket and an estimated resolution timeline (SLA) in accordance with applicable regulations.
      • If the complaint is submitted verbally, the bank will resolve it within 5 (five) working days. Verbal complaints related to a customer’s lack of understanding such as requests for information on products and/or services, complaint procedures, and other relevant information that should be known by the customer—will be handled within this timeframe.
      • If the complaint is submitted in writing, the bank will resolve it within a maximum of 10 (ten) working days from the date of receiving the complete documents (if applicable). The resolution period may be extended in certain circumstances, as permitted by applicable regulations.
   3. Monitoring and Information Update
      • Customers have the right to receive updates on the status of their complaint and the final resolution.
      • If a customer is not satisfied with the bank’s response, they may file an objection with the bank or choose to resolve the dispute through an Alternative Dispute Resolution Institution or via the court.
      • Customers have the right to advocacy, protection, and complaint handling and dispute resolution in accordance with applicable laws and regulations.
4. Tips for Customers When Submitting a Complaint
   1. Prepare relevant data and documents (if any) related to the complaint, such as: product/service information, date of incident, chronological details, amount of loss, transaction proof, etc.
   2. Submit the complaint clearly, correctly, and completely to the bank’s staff.
   3. Keep the complaint number/ticket provided by the bank’s staff to facilitate the monitoring and update process of your complaint.
5. OCBC’s Commitment to Customer Complaint Handling
   OCBC is committed to handling all received complaints professionally and transparently in accordance with applicable regulations. We continuously strive to improve the quality of our services and processes to ensure customer comfort and trust.

We believe that every piece of feedback, suggestion, or complaint from our customers is an opportunity for us to become better. Please do not hesitate to contact us through the bank’s official channels. OCBC IS COMMITTED TO SERVING OUR CUSTOMERS WITH DEDICATION!