Client Complaints

Making a complaint

Clients can complain to PT Indo Arthabuana Investama:

• by phone, on working days from 08:00 to 17:00 (Jakarta time), at +62 21 3971 5818;
• in writing, by email to info@iai.co.id, by official letter, or in person at PT Indo Arthabuana Investama, Centennial Tower, 39th Floor, Unit D, Jl. Jend. Gatot Subroto Kav. 24-25, South Jakarta 12930.

Written complaints must include:

• a copy of your ID;
• the product or service and when you used it;
• the problem you are complaining about; and
• any other documents, such as a special power of attorney if someone complains on your behalf.

1. We receive, record and document every complaint from a client or their representative.
2. You receive a confirmation and a complaint registration number.
3. We check the complaint and the documents you sent.
4. We may ask for supporting documents. You have 10 working days to provide them, which can be extended in certain cases.

How we handle it

We investigate every complaint internally. You can ask about its status and progress through the complaints channel by quoting your registration number.

If we cannot agree

We reply by phone or in writing. If we cannot agree on a resolution, you can:

• complain to the Financial Services Authority (OJK) through its Consumer Protection Portal (APPK) at kontak157.ojk.go.id; or
• take the dispute to the financial services dispute resolution body, LAPS SJK, at lapssjk.id, or to court.

You can also complain directly through the Financial Services Authority's Consumer Protection Portal (APPK) at kontak157.ojk.go.id.

Kontak OJK 157: phone 157, WhatsApp 081 157 157 157, email konsumen@ojk.go.id, portal kontak157.ojk.go.id (24 hours).

Complaints published

Under OJK Circular No. 17/SEOJK.07/2018 on consumer complaint services in the financial sector, we publish the complaints we have handled at least once a year, as in the table below.

Investment manager complaints report, 1 January to 31 December 2025, PT Indo Arthabuana Investama