tiktok成人版

All Countries
Compliance
Complaints Management Policy

Complaints Management Policy Template for Indonesia

Create a bespoke document in minutes, 聽or upload and review your own.

4.6 / 5
4.8 / 5

Let's create your Complaints Management Policy

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Get your first 2 documents free

Your data doesn't train Genie's AI

You keep IP ownership聽of your information

Key Requirements PROMPT example:

Complaints Management Policy

"I need a Complaints Management Policy for my fintech startup based in Jakarta, launching in March 2025, that complies with OJK regulations and includes specific procedures for handling digital payment disputes."

Celebrated by
Collaborations with
Investors
Document background
The Complaints Management Policy serves as a foundational document for organizations operating in Indonesia, establishing standardized procedures for handling customer grievances effectively and efficiently. This policy is essential for ensuring compliance with Indonesian consumer protection laws, particularly Law No. 8 of 1999, and related regulations governing customer service and dispute resolution. The document should be implemented when an organization needs to establish or update its complaint handling procedures, requiring regular reviews to maintain alignment with evolving regulatory requirements and business needs. The Complaints Management Policy typically includes detailed procedures for complaint receipt, investigation, resolution, and reporting, while incorporating specific requirements for documentation, timeframes, and escalation protocols. It's particularly crucial for organizations dealing with consumer interactions and those operating in regulated sectors where specific complaint handling requirements may apply under Indonesian law.
Suggested Sections

1. Purpose and Objectives: States the policy's aims, commitment to fair complaint handling, and alignment with Indonesian consumer protection laws

2. Scope: Defines what constitutes a complaint and specifies which types of complaints are covered by the policy

3. Definitions: Defines key terms used throughout the policy including 'complaint', 'complainant', 'resolution', and other relevant terminology

4. Guiding Principles: Outlines the core principles of complaint handling: accessibility, fairness, responsiveness, efficiency, and privacy

5. Roles and Responsibilities: Details the responsibilities of different staff members and departments in the complaints handling process

6. Complaint Handling Process: Step-by-step procedures for receiving, recording, investigating, and resolving complaints

7. Response Timeframes: Specifies standard timeframes for acknowledging and responding to complaints

8. Documentation and Recording: Requirements for recording and maintaining complaint records in compliance with Indonesian regulations

9. Privacy and Confidentiality: Procedures for protecting personal information in accordance with Indonesian data protection laws

10. Monitoring and Reporting: Procedures for tracking complaints, analyzing trends, and reporting to management and regulators

Optional Sections

1. External Dispute Resolution: Include when the organization has specific arrangements with external dispute resolution bodies or mediators

2. Industry-Specific Requirements: Add for organizations in regulated industries (e.g., financial services) to address specific regulatory requirements

3. Social Media Complaints: Include if the organization handles complaints through social media channels

4. Special Categories of Complaints: Add when certain types of complaints require specific handling procedures (e.g., fraud allegations, serious misconduct)

5. Multi-language Complaint Handling: Include if the organization operates in multiple languages or regions within Indonesia

Suggested Schedules

1. Complaint Form Template: Standard form for recording complaint details and tracking progress

2. Complaint Handling Flowchart: Visual representation of the complaint handling process

3. Response Templates: Standard templates for acknowledging and responding to common types of complaints

4. Complaint Categories Matrix: Classification system for different types of complaints and their handling requirements

5. Escalation Matrix: Guide showing when and to whom complaints should be escalated

6. Regulatory Reporting Templates: Templates for required regulatory reporting of complaints data

Authors

Alex Denne

Head of Growth (Open Source Law) @ tiktok成人版 | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co
Relevant legal definitions








































Clauses






























Relevant Industries

Financial Services

Healthcare

Retail

Telecommunications

Education

Insurance

Banking

E-commerce

Hospitality

Transportation

Public Services

Manufacturing

Professional Services

Relevant Teams

Customer Service

Compliance

Legal

Quality Assurance

Risk Management

Operations

Internal Audit

Training and Development

Customer Experience

Corporate Communications

Human Resources

Information Technology

Branch Operations

Relevant Roles

Customer Service Manager

Compliance Officer

Quality Assurance Manager

Customer Experience Director

Risk Management Officer

Operations Manager

Branch Manager

Call Center Supervisor

Customer Relations Manager

Legal Counsel

Chief Operating Officer

Customer Service Representative

Complaints Handling Officer

Training Manager

Internal Audit Manager

Industries








Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks, 聽Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination, 聽Severance Pay, Governing Law, Entire Agreemen

Find the exact document you need

Complaints Handling Policy

An Indonesian law-compliant policy document outlining standardized procedures for handling customer complaints and grievances.

find out more

Complaints Management Policy

An internal policy document outlining procedures for managing customer complaints in compliance with Indonesian consumer protection laws and regulations.

find out more

Anonymous Complaint Policy

An Anonymous Complaint Policy framework for Indonesian organizations, ensuring confidential reporting channels and whistleblower protection under Indonesian law.

find out more

Customer Complaint Policy

An Indonesian law-compliant policy document establishing standardized procedures for handling customer complaints and dispute resolution.

find out more

Download our whitepaper on the future of AI in Legal

By providing your email address you are consenting to our Privacy Notice.
Thank you for downloading our whitepaper. This should arrive in your inbox shortly. In the meantime, why not jump straight to a section that interests you here: /our-research
Oops! Something went wrong while submitting the form.

骋别苍颈别鈥檚 Security Promise

Genie is the safest place to draft. Here鈥檚 how we prioritise your privacy and security.

Your documents are private:

We do not train on your data; 骋别苍颈别鈥檚 AI improves independently

All data stored on Genie is private to your organisation

Your documents are protected:

Your documents are protected by ultra-secure 256-bit encryption

Our bank-grade security infrastructure undergoes regular external audits

We are ISO27001 certified, so your data is secure

Organizational security

You retain IP ownership of your documents

You have full control over your data and who gets to see it

Innovation in privacy:

Genie partnered with the Computational Privacy Department at Imperial College London

Together, we ran a 拢1 million research project on privacy and anonymity in legal contracts

Want to know more?

Visit our for more details and real-time security updates.

Read our Privacy Policy.