Customer
Service
Receipt of Complaints
If you wish to submit a complaint related to PT Sequis Aset Manajemen products and/or services, please contact:
- 1. Customer Care
- Customers may contact Customer Care Sequis AM on working days and hours (Monday to Friday from 8AM to 5PM, unless on bourse holiday as declared by the Indonesia Stock Exchange) at Tel: 021-5223-288
- 2. Email
- Customer can send email to Customer Care Sequis AM at: care@sequisam.co.id. Please complete the Customer's complaint submission by including the customer's personal data and any other information related to the complaint.
- 3. Website
- www.sequisam.co.id
Complain Handling
Customer Complaint Service has the duty to:
- Receives and records Complaints submitted by the Customer and/or Customer Representative and explain the brief procedure of Complaint Service.
- Verification of the accuracy of Customer data.
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Handling Complaints verbally and in writing if the Customer and / or Customer Representative fulfill the completeness of the Documents. The documents that must be completed include:
- Customer and / or Customer Representative identity;
- Special power of attorney (if the complaint is submitted by the Customer Repsentative);
- Types and dates of Financial Transactions; and
- Problems that were complained of.
- Confirm the receipt of complaints to the Customer and / or Customer Representatives.
Verbally complaints will be followed up and resolved not later than 5 (five) working days after the Complaint is received.
Written complaints wii be followed up and resolved not later than 10 (ten) working days after the documents completely received.
Customer Complaints Service Function may reject the Complaints if :
- Customer and/or Customer Representativedo not completed the required document
- The same complaints have been previously resolved by the Complaint Service Function
- Complaints are not related to losses and/or potential material losses, reasonable, and directly
- Complaints not related to Financial Transactions
Objection of Complaint Response
Customer Complaints Service function is required to handle and resolve Customer’s complaints and / or Customer Repsentatives regarding Complaints Responses submit new documents and resolve them within a specified time period.
If the Customer and / or Customer Representatives reject the Complaint Response submitted, the Complaints Service Function is obliged to provide information to the Customer and / or Customer Representatives regarding dispute resolution efforts that can be carried out through the court or outside the court (Alternative Dispute Resolution Institutions).
Step-by-step
Customer Complaints
