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    tel:+62-21-39503600 (Hunting) corpsec@indonesiaeximbank.go.id
    Verbal Complaint Submission
    Customers contact the Head Office/Regional/Branch/Marketing Offices of Indonesia Eximbank.
    Customers visit the nearest Head Office/Regional/Branch/Marketing Office of Indonesia Eximbank.
    Written Complaint Submission
    The customer sends an email to pengaduan@indonesiaeximbank.go.id
    The customer contacts
    www.indonesiaeximbank.go.id
    through the 'Contact' menu
    The customer visits the nearest Head Office/Regional/Branch/Marketing Office of Indonesia Eximbank.
    Preparations Required by Customers
    Customer Identification
    Special Power of Attorney with Stamp Duty

    (If Delegated)

    Chronology of the Reported Issue
    Supporting Data/Documents
    Customer Complaint Process Flow

    Step 1

    Customers/representatives lodge complaints verbally or in writing.

    Step 2

    Verification and confirmation of the complaint by Indonesia Eximbank.

    Step 3

    Follow-up and response provided by Indonesia Eximbank.

    Step 4

    Providing information regarding the extension of the complaint processing time.

    Step 5

    Conveying information that the complaint has been resolved.

    *If the handling of the complaint takes more than 20 business days.

    Customer Complaint Process Flow

    Step 1

    Customers/representatives lodge complaints verbally or in writing.

    Step 2

    Verification and confirmation of the complaint by Indonesia Eximbank.

    Step 3

    Follow-up and response provided by Indonesia Eximbank.

    Step 4

    Providing information regarding the extension of the complaint processing time.

    Step 5

    Conveying information that the complaint has been resolved.

    *If the handling of the complaint takes more than 20 business days.

    Indonesia Eximbank is committed to resolve:

    **provided that the documents have been received in full

    In the event of complaint rejection, it will occur if:
    1. The Complainant does not complete the required documents within the stipulated time period.
    2. Previous complaints have been resolved by Indonesia Eximbank in accordance with applicable Financial Services Authority Regulations.
    3. The complaint is not related to material, reasonable and direct losses and/or potential losses experienced by the Complainant as stated in the agreement and/or financial transaction documents; and/or
    4. Complaints are not related to financial transactions issued by Indonesia Eximbank.
    Indonesia Eximbank’s Customer Complaints Service is a free service.