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Issue Handling Guidelines

Complaints to MEKAR can be submitted by service users (Lender and/or Borrower) and external non-users. Each complaint received through the contact form on the website and email will be given a receipt containing the registration number, date of receipt, and MEKAR contact number related to the complaint.

Below are the complaint channels, forms of complaints, complaint procedures, and resolution of complaints at MEKAR.

User Complaint Channels

MEKAR provides information services through several channels: telephone, email, live chat, WhatsApp, as well as visits to the company's head office and/or representative offices.

Contact Form on Website

Users or reporters can submit complaints through the form on the ‘Contact Us’ page on the MEKAR website.

Email

Complaints can be submitted by users or reporters via email to support@mekar.id

Live Chat

Users or reporters can submit complaints through the Live Chat button located at the bottom right of the MEKAR website.

WhatsApp

Complaints can be submitted by users or reporters via the WhatsApp number available on the 'Contact Us' page on the MEKAR website.

Telephone

MEKAR provides a dedicated telephone number that can be used by users or reporters to submit complaints. Users can find the telephone number on the MEKAR website. This number can be contacted to submit complaints on business days from 09.00 - 17.00 WIB.

Issue Handling Procedure

We have divided the complaint handling procedure into two sections: general user complaints and complaints from MEKAR loan distribution partners.

User Complaint

  • Customer Support receives complaints from customers and records them in the CS Report.

  • Customer Support responds to complaints quickly, within a maximum of 1 (one) business day from the date of receipt of the complaint.

The standard resolution time is 2 (two) business days from the date the complete complaint documentation is received.

  • Customer Support coordinates with the relevant department to find a solution to the complaint.

  • The standard resolution time is 4 (four) business days from the date the complete complaint documentation is received.

Customer Support monitors each complaint and provides updates on any changes in complaint status.

Issue Complexity Levels

The resolution process for handling an issue is categorized based on the complexity of the complaint submitted by the user or reporter.

Minor

Customer complaints are general in nature and can be resolved by Customer Support.

Moderate

Customer complaints require approval from another department and/or have the potential to result in financial compensation claims.

Major

Customer complaints involve claims for financial compensation and/or legal demands, and require approval from another department.

DISCLAIMERS:

  1. Information Technology-Based Lending Service is a civil agreement between the Funder and the Lender. Therefore all risks incurred from the agreement shall be borne entirely by the respective parties.
  2. The credit risk or debt default shall be borne entirely by the Funder. No government body or authority will take responsibility for this default risk.
  3. The Organizer, under the consent of the respective users (the Funder and/or the Lender), accesses, gains, keeps, manages and/or uses the Users’ personal data (“Data Usage”) on or in the objects, electronic devices (including smartphones or cellphones), hardware or software, electronic documents, applications or electronic systems owned by or under the control of the Users, by informing the objective, boundaries and mechanism of the aforementioned Data Usage to the related Users before making the said agreement.
  4. The Funder with no knowledge and experience concerning lending is advised not to use this service.
  5. The Lender must take into account the interest rate of the loan and other costs incurred corresponding to his/her ability in repaying the loan.
  6. Every fraudulence will be recorded digitally in the cyberspace and will be accessible to the general public through social media.
  7. The User must read and fully understand this information before deciding to become a Funder or Lender.
  8. The Government, in this case represented by the Indonesian Financial Services Authority (OJK), shall not be held accountable of every violation or disobedience committed by the Funder or the Lender (whether it is intended or due to the User’s negligence) against the regulations, the agreement or the bond between the Organizer and the Funder and/or the Lender.
  9. Every lending transaction and activity or the agreement implementation concerning lending between or those involving the Organizer, the Funder and/or the Lender must be carried out through an escrow account and a virtual account as regulated in the Financial Authority Services Regulation Number 10/POJK.05/2022 about Information Technologi-Based Joint Funding Services, and any violation and disobedience of the regulation shall be considered as evidence of a violation of law committed by the Organizer. Therefore, the Organizer must bear any liability suffered by the Users as a direct result of the violation of law as mentioned above without reducing the rights of the Users that have suffered losses as stipulated in the Indonesian Civil Law.

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