Page 209 - AR BRIDS 2022 - EBOOK - FINAL

PT BRI DANAREKSA SEKURITAS
2022 Integrated Annual Report

PENANGANAN PENGADUAN NASABAH
HANDLING OF CUSTOMER COMPLAINTS

Sebagai Pelaku Usaha Jasa Keuangan (PUJK) yang As a Financial Service Provider (PUJK) operating in the
menjalankan kegiatan di bidang pasar modal, Perusahaan capital markets sector, the Company actively contributes
ikut berperan serta aktif dalam mewujudkan sistem to the creation of a sustainable financial system, stable
keuangan yang tumbuh secara berkelanjutan, stabil, and capable of protecting the interests of customers.
serta mampu melindungi kepentingan nasabah.

Perlindungan Nasabah merupakan upaya untuk Customer Protection is an attempt to provide knowledge
memberikan pengetahuan dan pemahaman atas produk and understanding of PUJK products and/or services
dan/atau layanan PUJK yang akan digunakan atau which will be used by customers along with efforts
dimanfaatkan oleh nasabah dan upaya memberikan to provide legal security to protect customers while
kepastian hukum untuk melindungi nasabah dalam respecting the rights and obligations of customers in the
pemenuhan hak dan kewajiban nasabah di sektor jasa financial services industry.
keuangan.

Dalam rangka mematuhi Peraturan Otoritas Jasa As a means to comply with the FSA Regulation Number 6/
Keuangan (POJK) Nomor 6/POJK.07/2022 tentang POJK.07/2022 on Consumer and Community Protection
Perlindungan Konsumen dan Masyarakat di Sektor in Financial Services Sector, the Company has an internal
Jasa Keuangan, Perusahaan telah memiliki kebijakan policy on customer protection as a benchmark for the
internal terkait Perlindungan nasabah sebagai acuan implementation of customers complaint handling. PERFORMANCE SUSTAINABILITY
pelaksanaan penanganan pengaduan nasabah.

Sarana penyampaian pengaduan nasabah baik secara Facilities to submit customer complaints, both verbally
lisan dan tertulis telah tercantum di website Perusahaan and in writing, are available on BRIDS Website at:
dengan alamat: www.bridanareksasekuritas.co.id. www.bridanareksasekuritas.co.id. Should there be any
Apabila terdapat keluhan nasabah, maka akan ditangani customer complaints, they will be processed by the BRIDS
oleh Call Center BRIDS dalam waktu 1x24 jam. Jika Call Centre within 1x24 hours. If customer complaints
pengaduan nasabah belum dapat diatasi dengan cannot be addressed properly, they will be forwarded
baik, maka penanganan akan diteruskan ke Divisi to the appropriate Division for immediate follow-up.
terkait agar dapat segera ditindaklanjuti. Monitoring Customer complaints are monitored periodically through
terhadap pelayanan pengaduan nasabah dilakukan monthly reporting sent by the Business Division to
secara berkala berupa pengiriman laporan bulanan dari Compliance Unit. Additionally, on a quarterly basis, a
Divisi Bisnis kepada Unit Compliance. Selain itu, setiap periodic report on customer complaints is submitted to
triwulan terdapat Laporan berkala pengaduan nasabah OJK through SIPEDULI. This report provides information
yang disampaikan kepada OJK melalui SIPEDULI. related to the number of customer complaints, the number
Laporan tersebut memberikan informasi kepada OJK of complaints that have been processed and the number
atas jumlah pengaduan nasabah, jumlah yang selesai of complaints that are still pending, as well as the follow-
ditangani dan jumlah yang masih belum selesai serta up measures to resolve the complaints that have been
tindak lanjut penyelesaian atas keluhan yang muncul. submitted. The company is committed to offering the best
Perusahaan berkomitmen untuk memberikan pelayanan possible service to customers by reducing the number
terbaik kepada nasabah dengan meminimalisir jumlah of complaints to a minimum and/or resolve customer
pengaduan nasabah dan/atau menyelesaikan pengaduan complaints in a timely, effective way and provide the best
nasabah dengan cepat, efisien dan memberikan solusi solutions.
terbaik.

2022 Integrated Annual Report
PT BRI DANAREKSA SEKURITAS
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