"The trend of potential bank customers` complaints is increasing from year to year, so it is possible (to increase), but we cannot predict," said Bank Indonesia (Central Bank) Executive Director of Banking Investigation and Mediation affairs DepartmeBali (ANTARA News) - The amount of potential bank customers` complaints relating to banking services may reach more than one million in 2013, Bank Indonesia (Central Bank) official has said.
"The trend of potential bank customers` complaints is increasing from year to year, so it is possible (to increase), but we cannot predict," said Bank Indonesia (Central Bank) Executive Director of Banking Investigation and Mediation affairs Department, H. Yunnokusumo here on Wednesday.
The amount of complaints conveyed by bank customers in the last three years increased namely in 2010 was 679,035, in 2011 was 853,892 and in 2012 was 884,454, he said.
Meanwhile, the complaints which were settled through Banking Investigation and Mediation affairs Department (DIMP) of Bank Indonesia also rose from 510 in 2010 to 521 in 2012.
"Some 100 out of 521 complaints were settled through mediation by Bank Indonesia, and the rest (421 complaints) were returned to the related banks to be settled," Yunno pointed out.
The increase in the number of complaints should not be deemed as something negative.
"This can be positive due to an increase of people`s awareness. Perhaps they previously didn`t know where to convey the complaints and what to do, but now they have understood," Yunno said, hoping that in the future any conflict between banks and customers can be settled in the respective bank or without BI`s mediation.(*)
Editor: Heru Purwanto
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