Question 1

1. Submitting a complaint

Accepted Answer

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

Question 2

2. Complaint Processing Mechanism

Accepted Answer

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.

Question 3

3. Complaint Service Fee

Accepted Answer

Customers will not be charged any fees for using the Complaint Service.

Question 4

4. Grounds for Refusing a Complaint

Accepted Answer

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.

Question 5

5. Required Information and Documents

Accepted Answer

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).

Question 6

6. Complaint Resolution Timeline

Accepted Answer

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.

Question 7

7. Proof of Resolution

Accepted Answer

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.

Question 8

8. Follow-up on Unresolved Complaints

Accepted Answer

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).

Question 9

9. Escalation Process (Unagreed Resolution)

Accepted Answer

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.(https://lapssjk.id/)

Question 10

10. Customer Complaint Service Form

Accepted Answer

Download the form below.

Consumer Complaint Procedure

CONTACT US

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Email: info@asiamultidana.com
Phone: (+62) 21 5068 6688

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Main Office
Jl. Pluit Indah No.31, RT.1/RW.7, Pluit, Kecamatan Penjaringan, DKI Jakarta 14450, Indonesia

OPENING HOURS

Mon - Fri: 9am - 5pm
Weekends: Closed