KreditPro Complaint Service

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.

Selectable User Complaint Channels

You can submit a complaint through several official complaint channels that we provide, including:

1. Chatbox/Live Chat
   You can communicate directly with KreditPro Customer Service through the chatbox / live chat located on the KreditPro main page. This service is available from Monday Friday at 09.00 17.00 WIB following KreditPro's operational hours.
2. E-mail
   Users and Reporters can send complaints to email support@kreditpro.id. Our Customer Service team will respond immediately according to KreditPro's operational hours.
3. Phone
   KreditPro provides a special telephone number at 082114313433 that can be used by Users and Reporters to submit complaints. The official time for submitting complaints via telephone is 09.00 17.00 WIB on weekdays.
4. The form on the Contact Us page
   Users and Whistleblowers can submit complaints by filling out the form available on the Contact Us page.
5. Social Media
   Users and Whistleblowers can submit complaints through the message feature on KreditPro's social media on Facebook, Instagram, LinkedIn, and Twitter platforms.

Form of Complaint

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.

Standard Complaint Resolution

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.

• For providing information on the questions you ask, the standard time for completion is a minimum of 1 (one) working day to a maximum of 4 (four) working days until the status is resolved.
• For responding and handling the problems you are facing, the standard time for completion is a minimum of 1 (one) working day to a maximum of 5 (five) working days until the status is resolved.
• For responding and handling problems that require follow-up and coordination with other units, the standard time for completion is a minimum of 1 (one) working day to a maximum of 4 (four) working days until the status is resolved.

Complaint Handling Flow

Complaints submitted by Users / Reporters will be handled with the following flow:

1. User / Reporter submits a complaint through one or several available complaint channels.
2. Incoming complaints will be handled by the KreditPro Customer Service team who will identify the location of the problem and find a solution.
3. If necessary, Customer Service has the right to ask the User or the Reporter to complete the necessary documents related to the complaint, such as: The telephone number of the User or Reporter who can be contacted, Power of attorney intestine (if the User or the Whistleblower represents the complaint process to a representative), Transaction type and date, Complained problem.
4. If the complaint cannot be resolved by Customer Service, the Customer Service team can report it to the Assistant Manager Customer Service (Assistant Manager CS) who will analyze the problem more deeply. Assistant Manager CS can coordinate with other relevant departments to find solutions.
5. If the complaint cannot be resolved by the Assistant Manager CS, the complaint can be raised to the level of the board of directors or the head of the division to find a solution.
6. If necessary, KreditPro can ask for external party assistance to resolve the problems presented in the User's complaint.

Complaint Rejection

KreditPro may refuse to handle a complaint if:

1. User or Reporter does not complete the document requirements in accordance with the predetermined time period
2. Previous complaints have been resolved by KreditPro in accordance with Financial Services Authority Regulation Number 18/POJK.17/2018 concerning Consumer Complaint Services in the Financial Services Sector.
3. Complaints are not related to the services provided by KreditPro. KreditPro will submit a rejection of the complaint to the User or the Reporter in writing accompanied by a clear and detailed reason for the refusal.

Complaint Resolution

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.

Service Reporting and Complaint Resolution to 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.