​​Procedures for Submitting, Following Up and Settling Complaints

Consumer Complaint Stages

1. Submit a report to the payment system service provider.
2. The service provider responds to the report.
3. If unsatisfied, escalate the complaint to Bank Indonesia through Direct or Indirect Complaint Channels.
4. Bank Indonesia provides education, consultation, and facilitation.

 
Mechanism for Submitting Consumer Complaints to Bank Indonesia
Consumers may submit complaints to Bank Indonesia through the following channels:

Direct Complaints:

1. Bank Indonesia Head Office (BI Bicara Visitor Center).
2. Bank Indonesia Domestic Representative Offices (KPwDN).

 
Indirect Complaints:

1. Bank Indonesia Contact Center (BI Bicara) at 131 or +62 1500131 (for overseas calls).
2. Bank Indonesia web portal via bicara131.bi.go.id.
3. Email to bicara@bi.go.id.
4. Written letter addressed to:
   a. Bank Indonesia Representative Office for the Province of DKI Jakarta, for consumers residing in DKI Jakarta, Bekasi Regency/City, Bogor Regency/City, Karawang Regency, and Depok City.
   b. The nearest Bank Indonesia Domestic Representative Office to the consumer's residence, for consumers residing outside the areas specified in point “a".
5. Online Consultation Service via Webex application by clicking the following link: https://bankindonesia.webex.com/join/bicara.
6. LISA Chatbot at 081-131-131-131.
   

Document Requirements
When submitting a complaint, either directly or indirectly, consumers are required to attach documents in accordance with the classification of the complaint, as follows:

1. Copy of valid personal identification;
2. Copy of transaction proof;
3. Copy of power of attorney (if represented);
4. Chronology of events;
5. Other supporting documents, including but not limited to:
• Electronic money account number.
• Front image and/or card number (for complaints related to electronic money or card-based payment instruments).
6. Copy of the complaint submitted to the service provider; *)
7. Duly stamped declaration letter stating that the reported issue is a civil matter that has never been processed by a court, dispute resolution institution, or other competent authority. *)

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