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Complaints Management Policy

Complaints Management Policy Template for Indonesia

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Key Requirements PROMPT example:

Complaints Management Policy

"I need a Complaints Management Policy for my fintech startup based in Jakarta, launching in March 2025, that complies with OJK regulations and includes specific procedures for handling digital payment disputes."

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Document background
The Complaints Management Policy serves as a foundational document for organizations operating in Indonesia, establishing standardized procedures for handling customer grievances effectively and efficiently. This policy is essential for ensuring compliance with Indonesian consumer protection laws, particularly Law No. 8 of 1999, and related regulations governing customer service and dispute resolution. The document should be implemented when an organization needs to establish or update its complaint handling procedures, requiring regular reviews to maintain alignment with evolving regulatory requirements and business needs. The Complaints Management Policy typically includes detailed procedures for complaint receipt, investigation, resolution, and reporting, while incorporating specific requirements for documentation, timeframes, and escalation protocols. It's particularly crucial for organizations dealing with consumer interactions and those operating in regulated sectors where specific complaint handling requirements may apply under Indonesian law.
Suggested Sections

1. Purpose and Objectives: States the policy's aims, commitment to fair complaint handling, and alignment with Indonesian consumer protection laws

2. Scope: Defines what constitutes a complaint and specifies which types of complaints are covered by the policy

3. Definitions: Defines key terms used throughout the policy including 'complaint', 'complainant', 'resolution', and other relevant terminology

4. Guiding Principles: Outlines the core principles of complaint handling: accessibility, fairness, responsiveness, efficiency, and privacy

5. Roles and Responsibilities: Details the responsibilities of different staff members and departments in the complaints handling process

6. Complaint Handling Process: Step-by-step procedures for receiving, recording, investigating, and resolving complaints

7. Response Timeframes: Specifies standard timeframes for acknowledging and responding to complaints

8. Documentation and Recording: Requirements for recording and maintaining complaint records in compliance with Indonesian regulations

9. Privacy and Confidentiality: Procedures for protecting personal information in accordance with Indonesian data protection laws

10. Monitoring and Reporting: Procedures for tracking complaints, analyzing trends, and reporting to management and regulators

Optional Sections

1. External Dispute Resolution: Include when the organization has specific arrangements with external dispute resolution bodies or mediators

2. Industry-Specific Requirements: Add for organizations in regulated industries (e.g., financial services) to address specific regulatory requirements

3. Social Media Complaints: Include if the organization handles complaints through social media channels

4. Special Categories of Complaints: Add when certain types of complaints require specific handling procedures (e.g., fraud allegations, serious misconduct)

5. Multi-language Complaint Handling: Include if the organization operates in multiple languages or regions within Indonesia

Suggested Schedules

1. Complaint Form Template: Standard form for recording complaint details and tracking progress

2. Complaint Handling Flowchart: Visual representation of the complaint handling process

3. Response Templates: Standard templates for acknowledging and responding to common types of complaints

4. Complaint Categories Matrix: Classification system for different types of complaints and their handling requirements

5. Escalation Matrix: Guide showing when and to whom complaints should be escalated

6. Regulatory Reporting Templates: Templates for required regulatory reporting of complaints data

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Complaint
Complainant
Resolution
Service Level Agreement (SLA)
Escalation
Root Cause Analysis
Feedback
Grievance
Investigation
Critical Complaint
First Point of Contact
Appeal
Serious Complaint
Simple Complaint
Complex Complaint
Response Time
Resolution Time
Customer
Consumer Rights
Complaint Register
Corrective Action
Compensation
External Dispute Resolution (EDR)
Internal Dispute Resolution (IDR)
Mediation
Business Day
Regulatory Authority
OJK
Personal Data
Confidential Information
Complaint Officer
Authorized Representative
Systemic Issue
Root Cause
Complaint Channel
Written Complaint
Verbal Complaint
Electronic Complaint
Remedial Action
Service Recovery
Clauses
Purpose and Scope
Definitions
Legal Compliance
Accessibility
Confidentiality
Data Protection
Record Keeping
Service Standards
Complaint Processing
Response Times
Escalation Procedures
Investigation Procedures
Resolution and Remedies
Communication
Staff Training
Quality Assurance
Reporting Requirements
Document Control
Review and Amendment
Roles and Responsibilities
External Reporting
Regulatory Compliance
Documentation Requirements
Performance Monitoring
Risk Management
Privacy and Security
Customer Rights
Appeals Process
Dispute Resolution
Service Recovery
Relevant Industries

Financial Services

Healthcare

Retail

Telecommunications

Education

Insurance

Banking

E-commerce

Hospitality

Transportation

Public Services

Manufacturing

Professional Services

Relevant Teams

Customer Service

Compliance

Legal

Quality Assurance

Risk Management

Operations

Internal Audit

Training and Development

Customer Experience

Corporate Communications

Human Resources

Information Technology

Branch Operations

Relevant Roles

Customer Service Manager

Compliance Officer

Quality Assurance Manager

Customer Experience Director

Risk Management Officer

Operations Manager

Branch Manager

Call Center Supervisor

Customer Relations Manager

Legal Counsel

Chief Operating Officer

Customer Service Representative

Complaints Handling Officer

Training Manager

Internal Audit Manager

Industries
Law No. 8 of 1999 on Consumer Protection: The fundamental law governing consumer protection in Indonesia, establishing basic rights of consumers and obligations of business actors, including the right to file complaints and receive proper handling of those complaints
OJK Regulation No. 1/POJK.07/2013: Regulation on Consumer Protection in the Financial Services Sector, including specific requirements for complaint handling procedures in financial institutions
Law No. 11 of 2008 on Electronic Information and Transactions: Governs electronic transactions and information systems, relevant for online complaint submission and handling processes
Law No. 25 of 2009 on Public Services: Sets standards for public service delivery including complaint handling mechanisms that can be adapted for private sector use
Minister of Trade Regulation No. 20/M-DAG/PER/5/2009: Provides provisions on goods and services trading and complaint handling procedures for trade-related issues
Law No. 27 of 2022 on Personal Data Protection: Indonesia's comprehensive data protection law, crucial for handling personal information collected during the complaints process
Indonesian Civil Code (KUHPerdata): Provides basic principles of contract law and obligations that may be relevant in handling contractual disputes and complaints
OJK Circular Letter No. 2/SEOJK.07/2014: Provides detailed guidelines on complaint handling and consumer dispute resolution in the financial services sector
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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