BNI Contact Center, as one of BNI front lines in delivering services to customers,

continuously strives to provide the best customer experience, including in handling

customers complaint, both for banking and credit card services.

BNI Customers are provided with easy access in addressing their complaint through various
media options, verbal or written.

BNI Contact Center, supported by integrated complaint handling application - Online

Request Management, furthermore, activity in receiving and resolving customers complaint
could be done as also in monitoring the complaint handling status easily.

Customers complaint will be processed within 5 working days for verbal complaint and within
20 working days for written complaint. If any supporting document is needed for verbal
complaint, BNI will ask customer to submit a statement letter. Under certain circumstances,
fulfillment of required document(s) can be extended for another 20 working days as complied
to POJK Nomor 1/POJK.07/2013 of which renewed in POJK Nomor 18/POJK.07/2018 in
regards of Layanan Pengaduan Konsumen di Sektor Jasa Keuangan. The time extension of
complaint resolution shall be notified to customer in written confirmation.
Referring to Surat Edaran OJK (SE OJK) No. 2/SEOJK.07/2014 of which renewed to Surat
Edaran OJK (SE OJK) No. 17/SEOJK.07/2018, BNI will inform the complaint resolution to
customer by phone, email, letter or SMS (Short Message Services). If customers are not
satisfied with the resolution given, they may further address their complaints through
Alternative Dispute Resolution Institution as stated in the List of Alternative Dispute
Resolution Institution verified by Otoritas Jasa Keuangan.