Complaints Handling Policy Template for Indonesia

The Complaints Handling Policy serves as a crucial governance document for organizations operating in Indonesia, designed to ensure compliance with Law No. 8 of 1999 on Consumer Protection and related regulations. This document becomes necessary when organizations need to establish or formalize their approach to managing customer grievances, maintaining service quality, and meeting regulatory requirements. The policy typically includes detailed procedures for complaint receipt, investigation, resolution, and reporting, while incorporating specific Indonesian regulatory requirements and cultural considerations. It's particularly important for organizations subject to oversight by regulatory bodies such as OJK (Financial Services Authority) or those operating in consumer-facing industries where effective complaint handling is crucial for maintaining customer relationships and regulatory compliance.

1. Purpose and Scope: Defines the objective of the policy and its application scope, including which parts of the organization it applies to

2. Definitions: Key terms used throughout the policy, including what constitutes a complaint

3. Policy Statement: The organization's commitment to effective complaint handling and customer satisfaction

4. Principles: Core principles of complaint handling (e.g., accessibility, responsiveness, objectivity, confidentiality, etc.)

5. Complaint Handling Process: Step-by-step procedure for handling complaints, from receipt to resolution

6. Roles and Responsibilities: Defines responsibilities of staff members at different levels in handling complaints

7. Timeframes: Standard response times and resolution targets for different types of complaints

8. Recording and Reporting: Requirements for documenting complaints and generating reports

9. Continuous Improvement: Process for reviewing and improving the complaint handling system