KreditPro handles and resolves complaints in accordance with the directions and provisions of the Financial Services Authority Regulation No. 18/POJK.07/2018 concerning Consumer Complaint Services in the Financial Services Sector and Circular Letter of the Financial Services Authority No. 17/SEOJK.07/2018 concerning Guidelines for the Implementation of Consumer Complaint Services in the Financial Services Sector, as amended or replaced from time to time.
KreditPro is dedicated to providing full support in managing relationships and presenting information to you clearly and transparently by implementing this service in accordance with the rules. KreditPro's Customer Support (CS) unit, which consists of a group of experts in their fields, will accommodate, coordinate, and resolve your problems.
Complaints to KreditPro can be submitted by (i) Users, namely KreditPro service users consisting of lenders and/or borrowers; and (ii) the Reporting Party, which is an external non-User of the KreditPro service.
Before submitting a question, providing criticism or suggestions, or submitting a complaint, we strongly recommend that you first learn about the following KreditPro Complaint Service.
You can submit a complaint through several official complaint channels that we provide, including:
In implementing this service, KreditPro classifies the form of assistance based on the priority or urgency of the problem you face as a user of the KreditPro service. Consists of low, medium, high, and emergency levels. In this case, KreditPro does not limit the content and material of your complaint. You also don't have to worry about your complaint not being resolved, because every complaint will be monitored by the KreditPro Customer Service Team.
The form of assistance that will be provided is a response to information on the questions you ask, response and handling of the problems you are facing (the problem in question does not require escalation or coordination with other work units), follow-up and coordination with other units in relation to submissions/complaints. other than the question/problem you are having.
The standard time for responding to an incoming complaint is no later than 2 working days since the complaint is received. The actual time for resolving problems from incoming complaints may vary depending on the difficulty level of the problem. The entire process is carried out by following the operational hours that apply at KreditPro, namely Monday - Friday at 09.00 - 17.00 WIB, excluding National Holidays.
Complaints submitted by Users / Reporters will be handled with the following flow:
KreditPro may refuse to handle a complaint if:
For both material and non-material losses, the settlement of complaints will definitely be resolved first by the Customer Service team in collaboration with related units (if needed). You have the right to seek assistance from a third party deemed qualified to help resolve the issue if, after a protracted process, you continue to feel aggrieved or the KreditPro solution is unacceptable. Assistance can be obtained through the court or out of court, namely through Alternative Dispute Resolution Institutions which are included in the list of Alternative Dispute Settlement Institutions of the Financial Services Authority.
KreditPro will also carry out service reporting and settlement of any complaints received to the Financial Services Authority (OJK) periodically for monthly and quarterly periods, in the form as determined by the OJK.
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