SETTLEMENT OF CUSTOMER COMPLAINTS AND MEDIATION OF BANKING

Dear Valued Consumers of Bank Mega, In reference to Otoritas Jasa Keuangan Regulation Number 31/POJK.07/2020, we would like to inform you of the following:

1. Customer complaints may be submitted to Customer Service at all Bank Mega branch offices, by calling Mega Call on 08041500010 or +622129601600 (for international calls), or through the Complaint Form available on www.bankmega.com and the Bank Mega Mobile Banking Application (M-Smile).
2. Bank Mega will provide verbal and/or written notification regarding the resolution of the complaint to the customer.
3. If no agreement is reached, customers may submit their dispute for resolution to Bank Indonesia/Otoritas Jasa Keuangan /Lembaga Alternatif Penyelesaian Sengketa Sektor Jasa Keuangan (LAPS SJK). Such submission may only be made by the customer or the customer’s authorized representative.
4. Submission of dispute resolution must meet the following minimum requirements and supporting documents:
   1. The customer has suffered and/or potentially suffered financial losses of up to IDR 500,000,000 (five hundred million rupiah).
   2. The complaint indicating a dispute has been previously processed by the Bank but rejected by the customer.
   3. The complaint indicating a dispute is not currently under process nor has it been decided by a court, arbitration, or any alternative dispute resolution institution.
   4. The complaint indicating a dispute is civil in nature.
   5. The complaint indicating a dispute has not been previously facilitated by the Financial Services Authority.
   6. The submission of dispute resolution must not exceed 60 (sixty) working days from the date of the Complaint Response. In the event the customer files an objection to the Complaint Response, the submission must not exceed 20 (twenty) working days from the date of the response to such objection.
   7. A written application containing a description of the dispute-indicated complaint, accompanied by supporting documents at a minimum as follows:
      1. Customer identification
      2. Complaint Response
      3. A statement letter duly signed on sufficient stamp duty, declaring that the dispute is not under process nor has it been decided by a court, arbitration body, or alternative dispute resolution institution, and has not been facilitated by the Financial Services Authority
      4. Other supporting documents related to the dispute-indicated complaint
5. Consumers and/or the public may submit complaints indicating violations of laws and regulations in the financial services sector to the Financial Services Authority.
6. Complaints indicating violations must be supported by documents and information at a minimum as follows:
   1. Identity of the consumer and/or the public
   2. Correspondence address, reachable telephone number, or email address
   3. Substance or description of the alleged violation