Complaint Channels

Sahabat AMAAN can submit complaints through Complaint Service Team. User complaints can be submitted through these channels in the following:

1. Live-chat via Website or AMAAN App.
   PT Amaan Indonesia Sejahtera (“AIS”) has a live-chat service directly connected to the Sahabat AMAAN Complaint Service Team. This feature can be accessed through AMAAN website or AMAAN App. The working hours to submit complaint through this channel is 09.00 – 18.00 WIB on weekdays.
2. Email
   Sahabat AMAAN can send complaints to this email address customerservice@amaan.co.id
3. Telephon
   Sahabat AMAAN can send complaints through this telephone number 1500 801 or WhatsApp +62-811-1321-0000. The working hour to submit complaints through this channel is 09.00 – 18.00 WIB on weekdays

Settlement Time for Complaint

Sahabat AMAAN Complaint Service Team will follow up on the submitted complaint for resolution, and the required settlement time for each complaint may vary according to the problem’s difficulty level.

However, AIS is committed to resolving the complaints no later than 20 (twenty) working days after the supporting documents requested by Sahabat AMAAN Complaint Service Team are received in complete.

1. Verbal Complaint
   A Follow-up on the settlement of the verbal complaint made is no later than 5 (five) working days since the date of complaint received by the Sahabat AMAAN Complaint Service Team. Complaint Service Team may request supporting documents if needed and guide the complainant to submit a complaint in writing and attach the necessary supporting documents.
2. Written Complaint
   A Follow-up on the settlement of the written complaint submitted will be settled by Sahabat AMAAN Complaint Service Team in no later than 20 (twenty) working days after the supporting documents requested by the Complaint Service Team are received in complete.

   Sahabat AMAAN Complaint Service Team can extend the settlement time, including under conditions, but not limited to:
   

   1. Complaints from Sahabat AMAAN and/or Sahabat AMAAN’s representative required special investigation; and/or
   2. Things beyond AIS control is found, as well as involving other parties outside AIS.