Customers can submit a complaint or grievance through the following channels:
a. In-Person: Visit the ASIA MULTIDANA Office.
b. Online/Digital Channels:
Call Center (+62) 21 5068 6688 (Standard phone charges apply).
WhatsApp Care 081283833369
Email info@asiamultidana.com
The process includes receipt, handling, and resolution of the complaint:
a. The customer submits the complaint to ASIA MULTIDANA.
b. ASIA MULTIDANA will receive and record the complaint. We will confirm receipt via WhatsApp or Email, providing the Ticket No. and PK No. for the complaint.
c. If ASIA MULTIDANA requires supporting documents, the customer must submit them within a maximum of 10 working days from the date the complaint was received, using one of the following methods:
WhatsApp Care 081283833369
Email info@asiamultidana.com
Visit the Asia Multidana Office
d. ASIA MULTIDANA will follow up to find a resolution, with the following Service Level Agreements (SLA):
For Verbal complaints: SLA is 5 Working Days.
For Written complaints: SLA is 10 Working Days.
If unusual circumstances require more time, the resolution period may be extended for a maximum of another 10 working days. ASIA MULTIDANA will notify the customer of this extension in writing via WhatsApp, Email, or Letter.
e. ASIA MULTIDANA staff will communicate the follow-up results and resolution process to the customer via phone, WhatsApp, email, or letter.
Customers will not be charged any fees for using the Complaint Service.
ASIA MULTIDANA reserves the right to reject a complaint if:
a. The customer fails to provide the required supporting documents within the specified timeframe.
b. The issue was previously resolved with the customer through a mutual agreement with ASIA MULTIDANA.
c. The complaint is not related to a material, reasonable, and direct loss or potential loss as outlined in the product/service agreement or documents.
d. The complaint is not related to the utilization of products and/or services issued by ASIA MULTIDANA.
e. The complaint is currently under civil litigation or has already been adjudicated by a court.
The following documents are needed to submit a complaint/grievance:
a. Customer's ID (Identification).
b. Representative's ID (If the complaint is submitted by a representative).
c. Customer's PK Number (Contract/Account Number).
d. Power of Attorney (Mandatory if the complaint is submitted by a Representative).
e. Chronology of the issue being complained about.
f. Active mobile phone number of the Customer.
g. Active mobile phone number of the Customer Representative.
h. Complaint Form (Refer to section 10).
a. Written Complaints Resolution:
A maximum of 10 working days after all documents directly related to the complaint are fully received by ASIA MULTIDANA.
If the complaint cannot be resolved within 10 working days, ASIA MULTIDANA may extend the period for a maximum of another 10 working days (10 WD + 10 WD).
For resolutions exceeding 10 working days, ASIA MULTIDANA will send written notice of the extension via WhatsApp or Email on or after the 8th working day.
b. Verbal Complaints Resolution:
A maximum of 5 working days after the complaint is received by ASIA MULTIDANA.
ASIA MULTIDANA will inform the customer that the complaint has been resolved by the handling team via WhatsApp or Email, referencing the Complaint Ticket No. and PK No.
If a resolution has not been reached, customers can contact ASIA MULTIDANA through the channels listed in Section 1 (Office, Call Center, WhatsApp Care, Email).
If a mutually agreed-upon resolution is not reached, the customer may escalate the complaint to the Financial Services Sector Alternative Dispute Resolution Institution (LAPS SJK) to seek mediation, arbitration, or binding opinions as per applicable regulations, via https://lapssjk.id.