Customer Complaint Handling Service

 

 

PT NH Korindo Sekuritas Indonesia is committed to providing quality services and handling customer complaints appropriately and in accordance with applicable regulations.

 

If you have any questions, concerns, or complaints regarding the products and/or services of PT NH Korindo Sekuritas Indonesia, you may submit them through the complaint channels provided by the Company.

 

 

 

Complaint Submission Channels

Customers may submit complaints through the Company’s official channels, either verbally or in writing.

 

  • Verbal Complaints

Verbal complaints may be submitted through:

Customer Service: 021-5088-9102

 

 

 

  • Written Complaints

Written complaints may be submitted through:

Official Email: cso@nhsec.co.id

WhatsApp 1: +628 118 198 111 (Admin 1)

WhatsApp 2: +6281 67 0000 5 (Admin 2)

 

 

 

Customer Complaint Handling Process

 

 

  1. Complaint Submission Customers may submit their concerns or complaints through any of the official complaint channels provided by PT NH Korindo Sekuritas Indonesia. Customers are encouraged to provide clear information regarding the issue so that the complaint can be promptly identified and addressed.
  1. Information Verification, Upon receiving a complaint, the Company will review and verify the customer’s identity, the information provided in the complaint, as well as any supporting data or documents submitted. If any information or supporting documents are incomplete, the Company may request the customer to provide additional information or documents required for the complaint handling process.
  1. Complaint Recording and Administration, All complaints received will be recorded and administered by the Company. Information regarding the customer’s identity, the issue raised, initial findings, and the progress of the complaint resolution will be documented in accordance with the Company’s internal procedures.
  1. Follow-Up and Resolution, The Company will review and follow up on complaints based on the information and supporting documents available. Complaints will be handled and resolved in accordance with applicable procedures, regulations, and the prescribed complaint handling period or Service Level Agreement (SLA). The outcome of the complaint handling or resolution will be communicated to the customer through the appropriate communication channel.

 

 

Supporting Documents and Information

 

 

To facilitate the review and resolution of complaints, particularly complaints submitted in writing, customers are requested to provide relevant supporting information and/or documents.

  1. Personal Identification

Identity Card (KTP)

  1. Transaction Information

For complaints related to securities transactions, customers may provide information including:

    1. Client ID;
    2. Type of product and/or service;
    3. Ticker code;
    4. Transaction date; and
    5. Transaction amount or value.
  1. Complaint Description

A brief and clear explanation of the issue experienced by the customer, including a chronology of events where necessary.

  1. Other Supporting Documents

Documents, transaction records, correspondence, or other information directly related to the matter being reported.

Complete information and supporting documents will help the Company review and resolve complaints more effectively.

 

Complaints That May Not Be Further Processed

 

 

PT NH Korindo Sekuritas Indonesia may not proceed with or may reject the handling of a complaint if, based on the review, any of the following conditions apply:

  1. The customer fails to provide the required documents or information within the specified timeframe;
  2. The same issue has previously been handled and resolved by the Company in accordance with applicable regulatory requirements;
  3. The complaint does not relate to actual and/or potential material loss that is reasonably and directly related to an agreement, Securities Account Opening Form (FPRE), or the use of the Company’s products and/or services;
  4. The complaint does not relate to products and/or services issued or provided by PT NH Korindo Sekuritas Indonesia; and/or
  5. The matter being complained about is currently under examination or has already been subject to a court decision in a civil proceeding.

The Company will assess such conditions based on the available information and supporting documents, as well as applicable regulations.

 

 

Dispute Resolution

 

 

PT NH Korindo Sekuritas Indonesia prioritizes the direct resolution of complaints with customers through the Company’s internal complaint handling process.

If no agreement is reached between the customer and the Company after the complaint handling process, the customer may pursue an out-of-court dispute resolution mechanism through the Alternative Dispute Resolution Institution for Financial Services Sector (LAPS SJK).

 

 

Address:
Gedung Menara Karya, 25th Floor, Unit G-H
Jl. HR Rasuna Said Blok X-5 Kav. 1-2, Jakarta

Telephone: (021) 2527700

Email: info@lapssjk.id