Complaint Mechanism

In accordance with Financial Services Authority Regulation No. 18/POJK.07/2018 regarding Consumer Complaint Services in the Financial Services Sector and OJK Circular Letter No. 17/SEOJK.07/2018 dated December 6, 2018 regarding Guidelines for Implementing Consumer Complaint Services in the Financial Services Sector, Financial Service Providers (PUJK) are required to publish a brief procedure for Consumer Complaint Services to Consumers and/or the public.

1. Filing Complaints: Each customer may file a complaint to the Bank regarding financial losses and/or potential financial losses that may have occurred due to an error or negligence by the Bank.

2. Complaint Channels: Complaints can be submitted by customers either verbally (via phone or walk-in directly to a Bank officer) or in writing to the nearest Bank Mandiri Taspen branch, attaching supporting evidence or documents related to the complaint. Customers may also file complaints verbally through the Bank Mandiri Taspen Call Center at 14024 or in writing through the Bank Mandiri Taspen website at http://www.bankmandiritaspen.co.id under the Customer Complaints submenu.

   a. Verbal Complaints at Branch: For complaints submitted via phone or in person at a branch, an officer will receive and record each complaint in the complaint reception register, including the following details:

   • Customer's name;
   • Address and Date of Birth as per the customer's ID;
   • Customer's and/or representative's phone number;
   • Account number or ATM card number;
   • Mother's maiden name to verify the complainant’s identity as a customer of the bank;
   • A brief description of the complaint and attachments.

   b. Verbal Complaints through Call Center: Complaints via phone through the Call Center (14024) will also be recorded in the complaint register with the same required information: name, address, contact details, account or ATM card number, mother's maiden name, and a description of the complaint with attachments.

   c. Written Complaints at Branch: Complaints submitted in writing at a branch will be recorded by the Customer Service (CS) officer in the complaint register with the necessary details including customer name, address, contact information, account number, and a brief description of the complaint.

   d. Written Complaints via Contact Center: Complaints can also be submitted via email (mantap.care@bankmandiritaspen.co.id), or through Bank Mandiri Taspen's social media or website (http://www.bankmandiritaspen.co.id). The required details are similar: name, address, contact information, account number, a brief description of the complaint, and attachments.

3. Complaints by Representatives: A customer can authorize someone to file a complaint on their behalf, provided the representative submits:

   • A photocopy of the representative's ID;
   • A power of attorney from the customer authorizing the representative to act on their behalf, or;
   • A document stating the representative’s authority to represent a legal entity or institution.

4. Complaint Resolution: Complaints will be resolved within a maximum of 10 (ten) working days from receipt, provided all supporting documents are complete.

5. Extension of Resolution Time: The resolution period may be extended by a maximum of 10 (ten) working days if:

   • The required supporting documents are not available at the customer's location;
   • The complaint requires special investigation of the documents;
   • Other factors beyond the control of the customer or the Bank are involved.

Customer Protection Policy

Bank Mandiri Taspen continuously strives to protect the interests of its customers and provide the best service in compliance with POJK No. 1/POJK.07/2013 on Consumer Protection in the Financial Services Sector, POJK No. 18/POJK.07/2018 on Consumer Complaint Services in the Financial Services Sector, and SEOJK No. 17/SEOJK.07/2018 on Guidelines for Implementing Consumer Complaint Services in the Financial Services Sector.

Bank Mandiri Taspen prioritizes customer satisfaction and integrates it into banking policies. This commitment is reflected in the active roles of the Customer Service and Call Center teams in handling customer complaints regarding Bank’s products and services. The Call Center team consistently works on improving complaint resolution quality through regular evaluations and corrective actions to expedite the resolution process.

Bank Mandiri Taspen actively participates in the Banking Mediation Working Group, collaborating with Bank Indonesia, OJK, and other banks to run educational programs for customers, including seminars and other activities.