Please attach the complete supporting documents for the submitted complaint, as follows:

1. Photo/Copy of KTP complaint (consumer/consumer spouse/non-consumer).
2. Copy of financing contracts for BFI Finance consumers.
3. Other supporting documents.

Service Level Agreement (SLA)

BFI Finance has set the Service Level Agreement (SLA) that stipulates the required time period to respond to each received complaint. Stipulations in the SLA are pursuant to the company’s internal policies and relevant prevailing regulations in Indonesia.

1. SLA for customer complaint is the entire time (in working days) needed by BFI Finance to resolve customer complaint from the moment a consumer files a complaint until the customer receives solution.
2. BFI Finance’s standard SLA practice is maximum of 5 working days for verbal complaint. And a maximum of 20 working days for written complaint.

Stipulations in the SLA are pursuant to the company’s internal policies and relevant prevailing regulations in Indonesia.

Complaint Handling & Service System