*Customer Complaint Handling Procedure
In order to provide the best service for PT Allianz Global Investors Asset Management Indonesia customers regarding customer complaint services, please contact the following :
Phone : +6221 3952 5050
Email: CS.ID@allianzgi.com
Customers can also submit complaint related to services or products on every working day (8am – 5pm). Please include complete customer data regarding the submitted complaint. Below are the detailed procedures for handling customer complaints (referring to POJK No. 22 of 2023 concerning Consumer and Public Protection in the Financial Services Sector) :
- PT Allianz Global Investors Asset Management Indonesia receives and records complaints from customers. After that, a verification process will be carried out regarding customer data and regarding complaints that have been submitted.
- If there is a deficiency in the complaint documents submitted, PT Allianz Global Investors Asset Management Indonesia will give 10 (ten) working days so that the customer can complete the lack of documents and under certain conditions the period can be extended for the next 10 (ten) working days.
- Customer complaints submitted in oral form will be resolved within a maximum of 5 (five) working days. For customer complaints in written form, they must be completed within 10 (ten) working days from the receipt of complete documents. Under certain conditions, the period may be extended for a maximum of 10 (ten) working days with written notification to the customer. Complaints resolution that exceed the stated time period must be notified in writing to the customer.
- Responses to written complaints from customers will be submitted in writing. And in the condition that the complaint is submitted verbally, PT Allianz Global Investors Asset Management Indonesia will submit a response to the complaint verbally and/or in writing.
- In the condition that the customer complaint cannot be resolved by PT Allianz Global Investors Asset Management Indonesia, it will be referred to the Alternative Dispute Resolution Institution established by the Financial Services Authority (OJK).
*Customer Complaint Handling Procedure
In order to provide the best service for PT Allianz Global Investors Asset Management Indonesia customers regarding customer complaint services, please contact the following:
Phone: +6221 3952 5050
Email: CS.ID@allianzgi.com
Customers can also submit complaints related to services or products on every working day (8am – 5pm). Please include complete customer data regarding the submitted complaint. Below are the detailed procedures for handling customer complaints (referring to POJK No. 22 of 2023 concerning Consumer and Public Protection in the Financial Services Sector):
- PT Allianz Global Investors Asset Management Indonesia receives and records complaints from customers. After that, a verification process will be carried out regarding customer data and regarding complaints that have been submitted.
- If there is a deficiency in the complaint documents submitted, PT Allianz Global Investors Asset Management Indonesia will give 10 (ten) working days so that the customer can complete the lack of documents and under certain conditions the period can be extended for the next 10 (ten) working days.
- Customer complaints submitted in oral form will be resolved within a maximum of 5 (five) working days. For customer complaints in written form, they must be completed within 10 (ten) working days from the receipt of complete documents. Under certain conditions, the period may be extended for a maximum of 10 (ten) working days with written notification to the customer. Complaints resolution that exceed the stated time period must be notified in writing to the customer.
- Responses to written complaints from customers will be submitted in writing. And in the condition that the complaint is submitted verbally, PT Allianz Global Investors Asset Management Indonesia will submit a response to the complaint verbally and/or in writing.
- In the condition that the customer complaint cannot be resolved by PT Allianz Global Investors Asset Management Indonesia, it will be referred to the Alternative Dispute Resolution Institution established by the Financial Services Authority (OJK).
In accordance with the Consumer and Public Protection in the Financial Services Sector POJK, OJK Regulation No. 31 year 2020 concerning Providing Consumer and Public Services in the Financial Services Sector (“the Consumer and Public Services in the Financial Services Sector POJK”), (and/or such other regulations as issued or amended by Indonesia Financial Services Authority (OJK) from time to time)), if the Investor complaint cannot be resolved by Investment Manager, the Investor may:
- Submit a complaint to the Financial Services Authority (OJK) for handling complaints, or
- Submit a dispute through the court or outside the court through the Alternative Dispute Resolution Institution (LAPS) in the Financial Services Sector established by the Financial Services Authority (OJK).
1. Handling of Complaints by OJK
Investor can submit complaints that indicate disputes or violations of the provisions of laws and regulations in the financial services sector to the Financial Services Authority (OJK), provided that the following conditions are met:
Providing facilities for resolving Investor complaints that indicate disputes with the following provisions:
- The Investor experiences a financial loss of not more than IDR 500,000,000 (five hundred million rupiah);
- The Investor submits a written request to the Financial Services Authority (OJK) accompanied by supporting documents relating to the complaint;
- Investment Manager has made efforts to resolve complaint but the Investor does not accept the resolution or the time limit for resolution of complaint as stipulated in the regulations by the Financial Services Authority (OJK) has expired;
- The complaint submitted is not the subject of a dispute that is currently being processed and has not been decided by an arbitration or judicial institution, or other alternative dispute resolution institution;
- The complaint submitted is civil in nature and does not involve any criminal action or claim;
- The complaint had not been submitted to the Financial Services Authority (OJK) prior to the current submission; and
- Submission of complaint to the Financial Services Authority (OJK) is within 60 (sixty) working days from the date of response to the complaint from the Investment Manager to the Investor.
Investor may submit a written complaint to OJK for facilitation, using the OJK’s format, through:
- Written letter to:
Member of the OJK Board of Commissioners and Customer Protection
Radius Prawiro Tower Floor 2
Bank Indonesia Office Complex
Jl. M.H. Thamrin No. 2 Jakarta 10350 - Contact OJK service: 157
- Email: Konsumen@ojk.go.id
- WhatsApp: 081 157 157 157
- Online via: sikapiuangmu.ojk.go.id
- Website-based system via the Customer Protection Portal Application (APPK)
2. Alternative Dispute Resolution Institutions in the Financial Services Sector (LAPS)
Alternatively, the Investor can submit a dispute outside the court through the Alternative Dispute Resolution Institution (LAPS) in the Financial Services Sector, provided that the following conditions are met:
- The Investment Manager has attempted to resolve the complaint but has been rejected by the Investor or the Investor has not received a response to the complaint pursuant to the Consumer and Public Services in the Financial Services Sector POJK;
- The dispute submitted is not currently being processed and has not been decided by a judicial institution, arbitration or other alternative dispute resolution institution; and
- The dispute is civil in nature and does not involve any criminal action or claim;
Complaints can be submitted:
- In person to the LAPS Office, at the address: Karya Tower Lt. 25, Jl. H.R. Rasuna Said, Block X-5, Kav. 1-2 South Jakarta 12950, or
- By Phone: 021-2527700
- By e-mail: info@lapssjk.id
*Publication of Customer Complaint Handling
PT Allianz Global Investors Asset Management Indonesia
Period January – December 2024 : NIL
*For media relations, please contact:
Phone : +6221 3952 5050
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