BPR Lestari: Customer Complaints Mechanism

Based on the regulations of the Finacial Services Authority regarding customer complaints and the commitment of PT. BPR Lestari in providing comfort and security in every transactions made by customers. PT. BPR Lestari Bali provides a Customer Complaints Mechanism, to channel complaints related to transactions.

Every customer complaints can be submitted to PT. BPR Lestari Bali in writing via letter, fax, email, or the official website of PT. BPR Lestari Bali and verbally by telephone line or coming directly to the nearest BPR Lestari Bali office along with the required complaint requirements.

The requirements for complaints needed include:

Complainant	Terms of Written Complaints	Terms of Verbal Complaints
Complainant	Terms of Written Complaints	Indirect	Direct
Customer	01. Proof of Identity (KTP / Passport) 02. Supporting Documents on Complaints needed (for example proof of transfer, proof of deposit, checking account, etc.)	01. Must be submitted by the customer concerned 02. The customer must answer the question of verification of personal data and accounts submitted by the bank	01. Proof of Identity (KTP / Passport) 02. Supporting Documents on Complaints needed (for example proof of transfer, proof of deposit, checking account, etc.)
Customer Representative	01. Proof of identification of customer representatives (KTP / Passport) 02. Proof of identity of the customer represented (KTP / Passport) 03. Power of Attorney from customers to representatives stating that the customer gives authority to an individual, institution, or legal entity acting on behalf of the customer 04. Supporting Documents on Complaints needed (for example proof of transfer, proof of deposit, checking account, etc.)	Not Allowed	01. Proof of identity of customer representatives (KTP / Passport) 02. Proof of identity of the customer represented (KTP / Passport) 03. Power of Attorney from customers to representatives stating that the customer gives authority to an individual, institution, or legal entity acting on behalf of the customer 04. Supporting Documents on Complaints needed (for example proof of transfer, proof of deposit, checking account, etc.)

The flow of verbal complaints directly at the BPR Lestari Bali office

1. Customers come to the nearest office along with the specified requirements

2. Personal data and documents supporting customer complaints will be verified by officers

3. The officers will register the customer complaint and inform the customer about customer complaint registration

4. If the complaint can be resolved immediately, the officer will inform the customer of the solution and will provide a Receipt of Complaint that has been completed with a solution from the bank

5. If the complaint cannot be resolved, the officer will provide a Receipt of the Complaint to be signed by the customer and inform the customer about the estimation time for the settlement

6. Complaints will be followed up by work units tasked with handling and resolving complaints

The flow of customer complaints in writing or indirectly at the BPR Lestari office

1. Customers contact or submit complaints in writing along with the specified requirements

2. Officers will verify customer data and customer complaints

3. The officers will register the customer complaint and inform the customer about costumer complaint registration

4. If the complaint can be resolved immediately, the officer will inform the customer of the solution. But if it cannot be resolved, the officer will inform the costumer about the estimation time for the settlement

5. Complaints will be followed up by work units tasked with handling and resolving complaints

Contact Us

Head Office of PT. BPR Lestari Bali

Jl. Teuku Umar No.110, Denpasar

Phone : (0361) 246 706

Fax : (0361) 246 705

Email : customer-service@bprlestari.com

Website : www.bprlestari.com

CUSTOMER COMPLAINTS MECHANISM

Customer Complaints Mechanism

The flow of verbal complaints directly at the BPR Lestari Bali office

The flow of customer complaints in writing or indirectly at the BPR Lestari office

PT BANK PERKREDITAN RAKYAT LESTARI BALI