The Consumer Protection Portal Application (APPK) is a manifestation of the Integrated Consumer Service System in the Financial Services Sector, which covers mechanisms and tools managed by the Indonesia’s Financial Services Authority (OJK) to carry out consumer and/or public services in the financial services sector.

Why are Consumer Complaint Handling and Dispute Resolution Important?

Current Complaint Handling and Dispute Resolution Mechanism

Current condition:

• Many consumers are still confused on how to submit a complaint.
• The Financial Service Providers (PUJK) still do not have a proper system for receiving and handling complaints.
• No integrated system among Consumers – PUJK – LAPS, thus there is duplication of requests for clarification and documents that take a long time (ineffective and efficient).
• The complaints handling and dispute resolutions cannot be monitored properly by OJK.

Complaint Handling Mechanism and Dispute Resolution Using APPK

*Based on POJK No. 31/2020 concerning the Implementation of Consumer and Community Services in the Financial Services Sector by OJK

APPK Users and Benefits

For Consumers

• Easiness to submit the complaints to the PUJK which can be done anytime and anywhere, as long as the internet network is available.
• Easiness to monitor the handling progress by the PUJK.
• Easiness to monitor the handling of the Alternative Dispute Resolution Institution (LAPS).

For Financial Service Providers (PUJK)

• Easiness to receive dispute resolution request from consumers.
• Easiness to get complaint documents.
• Easiness to inform the follow-up of dispute handling to consumers.
• Obtain information for their products and services improvement.

For Alternative Dispute Resolution Institution (LAPS).

• Easiness to receive complaint information from consumers (there are alerts and notifications).
• Easiness to inform the follow-up of handling complaints to consumers.
• Obtain information for their services improvement.

For Indonesia’s Financial Services Authority (OJK)

• Ensuring consumer complaints are handled properly by monitoring the complaints handling from the PUJK and dispute resolution by the LAPS.
• Getting complaints information indicating violations to be followed up immediately.
• Getting base information for regulation and supervision improvements.

APPK Main Features for Consumers

• Alerts and Notifications (according to OJK regulations)
  Providing information on a regular basis to consumers regarding the progress of handling complaints or disputes submitted.
• Access to the latest educational content and information
  Besides as a service portal, APPK also provides information regarding the financial services sector, including:
  • List of illegal investments, licenses, and legalities
  • Products and institutions
  • Educational infographics related to consumer protection
  • Regulations
  • Financial services sector statistics

 

• Ticket Number for Easiness Service monitoring
  Consumers who have submitted their complaints can monitor the progress anytime and anywhere as long as the internet network is available.

 
Consumer Protection Portal Application (APPK) can be accessed by customers through the website https://kontak157.ojk.go.id/

APPK homepage website view::

Download APPK Instruction and User Guide

 
Customers can convey complaints to PT Maybank Asset Management (PTMAM) Customer Service (CS) every working day from 8.30 AM to 4.30 PM Western Indonesian Time as follows:

1. Complaints related to PTMAM products and mutual fund investment services:
   1. Email : cs@maybank-am.co.id
   2. Phone : +62 21 8065 7700
   3. Visit directly to our Head Office at:
      Sentral Senayan 3 Building, Mezzanine Floor
      Jl. Asia Afrika No. 8, Senayan – Gelora Bung Karno
      Jakarta 10270 Indonesia.
2. Complaints to PTMAM employees :
   1. Email : speakup@maybank-am.co.id
   2. Visit directly to our Head Office at:
      Sentral Senayan 3 Building, Mezzanine Floor
      Jl. Asia Afrika No. 8, Senayan – Gelora Bung Karno
      Jakarta 10270 Indonesia.

Download Customer Complaint Form

 
Receipt of Complaints

• CS receives verbal and/or written complaints from customers.
• CS verifies the submitted complaints.
• Customers will receive the complaint number within 1 (one) working day by phone and/or email.
• PTMAM has the right to request other supporting documents if needed (customers have 20 working days to complete the supporting documents required).

Complaints Handling:

• CS will investigate internally and analyzing the complaints submitted by customers.

Complaints Resolving:

1. Verbal:
   If the complaints are received verbally, the complaints will be followed up and resolved no later than 5 (five) working days after the complaints are received.
2. Written:
   If the complaints are written, the complaint will be followed up and resolved no later than 10 (ten) working days after the complaint documents are stated completely.

Download Customer Complaint Handling Publication