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Banking Mediation

Mediation is the process of settlement of dispute involving a mediator to assist the parties in dispute to achieve a settlement in the form of voluntary agreement to some or all of the problems disputed.

According to Bank Indonesia Regulation No. 8/5/PBI/2006 regarding Banking Mediation, settlement can be done via banking mediation if the dispute between the customer and the Bank is caused by the non-fulfillment of the customer's financial claims by the Bank in settlement of the customer's complaint.

The function of the banking mediation performed by Bank Indonesia is limited to the effort to assist the customer and the Bank to review the dispute basically in the framework of obtaining an agreement between the customer and the Bank. Bank Indonesia does not make a decision and or recommendation for the settlement of the dispute between the customer and the Bank. The mediation process can be done at Bank Indonesia office nearest to the domicile of the customer.

More Info

Contact 24-hours HSBC Phone Banking        services at:
  • Personal Banking:
    • (+6221) 5291 4722
    • 0804-1-86-4722
    • 64722 (from mobile phone)
  • Corporate & Commercial Banking:
    • (021) 2551 4777
    • 0807-1-86-4722
  1. Submission for settlement of dispute to the Banking Mediation can only be done by the customer or the customer's representative, including an institution, a legal entity and or another Bank which are the customer of the Bank.
  2. The dispute which can be submitted for settlement to the Banking Mediation is only related to Civil dispute incurred from financial transactions.
  3. The value of the financial claim in Banking Mediation is up to maximum Rp500,000,000.00 (Five Hundred Million Rupiah).
  4. The total maximum financial claim as meant in point 3 above can be in the form of cumulative value of the financial loss already suffered by the customer, the potential loss due to postponement or the non-execution of the customer's financial transactions with another party, and or expenses already paid by the customer to obtain the settlement of the dispute.
  5. The complaint for the settlement of dispute is done in writing by completing the Dispute Settlement Form (the form is available at our website www.hsbc.co.id). This form is addressed to: The Directorate of Banking Investigation and Mediation of Bank Indonesia Menara Radius Prawiro 19th floor Jl. M.H. Thamrin No. 2 Jakarta 10110 with a copy to the respective Bank.
  6. The complaint for the settlement of the dispute as meant in point 2 is done at the latest 60 (sixty) business days, effective from the date of the settlement letter of the customer's complaint from the Bank, until the date the complaint for settlement of dispute is received by the Banking Mediation, if letter is sent directly by the customer or the date of the post office stamp if sent by mail. Example: If the date of the settlement letter of the customer's complaint from the Bank to the customer is 2 January 2012, then the complaint for the settlement of dispute to the Banking Mediation is at the latest by 27 March 2012.
  7. The Mediation process takes place within a maximum of 30 (thirty) business days effective from the date the customer and the Bank signed the Mediation Agreement (the Agreement to Mediate) until the date of the signing of the Agreement Deed.
  8. The tenor as meant in point 7 can be extended for another 30 (thirty) business days based on the written agreement between the customer and the Bank.
  9. The agreement in writing regarding the extension of the tenor for the Mediation process as meant in point 8 shall clearly mention the reason for the extension of the tenor, among others to invite certain sources of information with the expertise and competence according to the case in dispute. The extension of the tenor can be done as long as it fulfills the following conditions: a. The parties in good faith comply with the mediation terms and the mediation agreement (agreement to mediate). b. The tenor of the mediation process almost expires but in the opinion of the mediator there are still possibilities to reach an agreement.
  10. The agreement received from the Mediation process is written in an Agreement Deed which is final and binding to the customer and the Bank. The meaning of final is that the dispute cannot be submitted for a repeated mediation process to the Banking Mediation . The meaning of binding is that the Agreement is valid as law to the customer and the Bank which has to be executed in good faith.
More Info

Contact 24-hours HSBC Phone Banking        services at:
  • Personal Banking:
    • (+6221) 5291 4722
    • 0804-1-86-4722
    • 64722 (from mobile phone)
  • Corporate & Commercial Banking:
    • (021) 2551 4777
    • 0807-1-86-4722

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More Info

Contact 24-hours HSBC Phone Banking        services at:
  • Personal Banking:
    • (+6221) 5291 4722
    • 0804-1-86-4722
    • 64722 (from mobile phone)
  • Corporate & Commercial Banking:
    • (021) 2551 4777
    • 0807-1-86-4722