COMPLAINTS HANDLING FLOW (CUSTOMER)

Acceptance of Customer Complaints:

1.Customers can submit complaint through the following channels:

a.Verbal

• SalaMuamalat Contact Center : 1500016 and +6221 80668000 for overseas customers

b.Written

• Visiting the nearest Bank Muamalat branch office
• Email : salamuamalat@bankmuamalat.co.id
• Official Whatsapp - SALMA Live Chat : 0812-8065-1800
• Digital Customer Care – Muamalat DIN: select the headset icon in the top right corner
• Bank Muamalat Website : www.bankmuamalat.co.id, select the SALMA widget in the bottom right corner

2.Customer will be provided a registration number and date of receipt of the complaint as evidence that the customer's complaint has been received and recorded at the Bank.

Documents that are Completed by Customer

1.Identity Card (KTP/SIM/Passport/KITAS/ IC exclusively for Malaysian Citizens)

2.Account Ownership Documents

3.Transaction Receipt

4.Complaint detail chronology

5.Special power of attorney, in the event that the customer delegates the complaint process to the customer’s representative

Bank Muamalat has the right to refuse Customer complaints if:

1. The Customer does not complete the required documents within the specified time period. Customers who do not complete the documents are considered to have withdrawn their complaint.
2. The previous complaint has been resolved by Bank Muamalat. Complaints that have received resolution consist of:

• Complaints that have reached an agreement; or
• Complaints that do not reach an agreement.

3. The complaint is not related to material, reasonable and direct losses and/or potential losses as stated in the agreement and/or financial transaction documents.
4. The complaint is not related to financial transactions issued by Bank Muamalat.

Complaint Receipt & Response Time:

1.Branch : Bank Muamalat Office Working Days

2.SalaMuamalat Contact Center : 24 Hours

3.Email, SALMA Live Chat, Digital Customer Care and Website: 24 Hours

SLA (Service Level Agreement)

Complaint Settlement:

• Verbal Complaint: Maximum of 5 working days since the complaint is received  .
• Written Complaint : Maximum of 10 working days since the complaint is received and accompanied by complete supporting documents.
• Under certain conditions *): The complaint SLA can be extended with an additional 2 x 10 working days and the Bank will inform the customer regarding this time extension.

*) If need further investigation and coordination with external parties.

Complaint Resolution Monitoring:

During the handling process, the customer can ask the status/ progress of the complaint handling by stating the complaint registration number and/or customer account number to the banking staff in all channel provided.

Result of Complaint Resolution :

1.The response to the complaint will be informed to the Customer according to the results of the investigation.

2.On the results of the investigation:

a.If the Customer agree with the resolution and/or Bank Muamalat's response, the process is complete.

b.If the Customer does not agree with the resolution and/or response of Bank Muamalat, then:

• Customers can raise objections by attaching new documents that have not been submitted previously.
• Can apply for facilitation to BI/OJK/LAPSPI/Religious Court.

CONDITIONS FOR SUBMITTING COMPLAINTS