Complaint
Customer Complaint Procedure
STANDARD CDD CUSTOMER:
Are you a customer whose initial margin deposit is Rp10.000.000,- or more?
1. The customer submits a complaint.
2. The administrator of PT Dupoin Futures Indonesia will direct and assist the Customer via email and telephone to make a complaint on the website https://pengaduan.bappebti.go.id
3. The customer fills in the complaint online on the website https://pengaduan.bappebti.go.id (BAPPEBTI Online Complaint System or SPOB).
4. The customer makes a complaint containing information in the form of customer data, Futures Broker data and/or the reported party, chronology of the complaint, completes supporting documents such as proof of fund transfer and special power of attorney if the complaint is made by a proxy and uploads the complaint through SPOB.
5. After the complaint is verified and approved by Badan Pengawas Perdagangan Berjangka Komoditi (BAPPEBTI), the complaint settlement process has entered the stage of handling customer complaints through a deliberation process at the Futures Broker level.
6. The period for handling customer complaints is no longer than twenty-one working days after BAPPEBTI gives approval for receipt of customer complaints.
7. All reports on the results of handling customer complaints will be reported to BAPPEBTI.
