PT Bank KB Bukopin Syariah is committed to continue to act in good faith in carrying out its responsibilities to conduct business activities and/or provide products and/or services to prospective customers/customers, treat or serve customers in a non-discriminatory manner, not take actions that violate the provisions of laws and regulations or norms prevailing in society and maintain customer trust. This includes resolving every customer complaint for all types of Bank products and/or services.PT Bank KB Bukopin Syariah continue to strengthen Consumer & Community Protection amidst the challenges of rapid development of digital financial innovation. This is realized, among others, by creating a Code of Ethics for Consumer & Community Protection.Consumer & Community Protection is very necessary in line with the improvement of services along with the very dynamic development of technology, especially in the banking sector.

Consumer & Community Protection in Banks must strike a balance between the growth and development of the Bank and the protection of Customer assets and data.

In an effort to maintain the continuity of the Bank, to always develop and gain competitive advantage, PT Bank KB Bukopin Syariah must be able to provide quality products and/or services, competitive prices, shorter manufacturing and delivery/transaction processes and better service, so that through these products and/or services it can increase customer satisfaction.The Code of Ethics for Consumer and Community Protection has a close relationship with the level of Customer satisfaction in establishing a strong relationship with the Bank in the long term.PT Bank KB Bukopin Syariah has prepared a “Code of Ethics for Consumer and Community Protection” as a guideline for the Bank in carrying out activities related to Customer Protection, consisting of:

1. Objectives

2. Legal Basis

3. Definitions

4. Consumer Protection Principles

5. Equal access to every Consumer

6. Protection of Consumer Assets, Privacy and Data.

7. Marketing and Offering of Products and/or services.

8. Standard Agreements.

9. Handling and Resolution of Complaints

1. Objective

2. Raising awareness of business actors to protect consumers

3. Raising honest and responsible attitudes of business actors

4. Guaranteeing consumer safety and security

5. Guaranteeing legal certainty for consumers and business actors

6. Guaranteeing balance between the interests of consumers, business actors, and the government

1. Legal Basis

2. Law No.7 0f 1992 concerning Banking

3. Law No.10 of 1998 concerning Amendments to Law No.7 of 1992 concerning Banking

4. Law No. 8 of 1999 concerning Consumer Protection

5. Law No. 21 of 2008 concerning Sharia Banking

6. Law No. 21 of 2011 concerning the Financial Services Authority

7. Law No. 8 of 2016 concerning Persons with Disabilities

8. Law No. 27 of 2022 concerning Protection of Personal Data

9. Law No. 4 of 2023 concerning Development and Strengthening of the Financial Sector

10. Presidential Regulation No. 144 of 2020 concerning the National Strategy for Inclusive Finance

11. Bank Indonesia Regulation No. 3 of 2023 concerning Consumer Protection of Bank Indonesia

12. Bank Indonesia Regulation No. 3 of 2024 concerning Alternative Institutions for Dispute Resolution in the Financial Sector

13. Regulation of the Members of the Board of Governors No. 20 of 2023 concerning Procedures for Implementing Consumer Protection of Bank Indonesia

14. Regulation of the Members of the Board of Governors No. 18 of 2024 concerning Alternative Institutions for Dispute Resolution in the Financial Services Sector

15. Regulation of the Financial Services Authority No. 18/POJK.07/2018 concerning Consumer Complaints Services in the Financial Services Sector

16. Regulation of the Financial Services Authority No. 31/POJK.07/2020 concerning the Provision of Consumer and Community Services in the Financial Services Sector by the Financial Services Authority

17. Financial Services Authority Regulation No. 61/POJK.07/2020 concerning Alternative Institutions for Settlement of Disputes in the Financial Services Sector

18. Financial Services Authority Regulation No. 16/POJK.03/2022 concerning Sharia Commercial Banks

19. Financial Services Authority Regulation Number 3 of 2023 concerning Increasing Financial Literacy and Inclusion in the Financial Services Sector for Consumers and the Community

20. Financial Services Authority Regulation of the Republic of Indonesia Number 22 of 2023 concerning Protection of Consumers and the Community in the Financial Services Sector

21. Financial Services Authority Circular Letter No. 12/SEOJK.07/2014 concerning Submission of Information in the Framework of Marketing Financial Services Products and/or Services

22. Financial Services Authority Circular Letter No. 14/SEOJK.07/2014 concerning Confidentiality and Security of Consumer Data and/or Personal Information

23. Financial Services Authority Circular Letter No. 31/SEOJK.07/2017 concerning Implementation of Activities in the Framework of Increasing Financial Inclusion in the Financial Services Sector

24. Circular Letter of the Financial Services Authority No.17/SEOJK.07/2018 concerning Guidelines for the Implementation of Consumer Complaint Services in the Financial Services Sector

25. Decree No. 069/SKEP-DIR/IV/2025 Concerning Consumer and Community Protection Guidelines

26. Decree No.175/SKEP-DIR/VIII/2023 concerning Cyber ​​Security Management Policy

27. Operational Technical Instructions for Financial Services to Persons with Disabilities

1.  Definition

The Code of Ethics for Consumer and Community Protection is an official statement formulated in a set of rules, principles, or business practices that the Bank and its stakeholders promise to comply with to potential consumers/consumers and the community.

1.  Principles of Consumer Protection

In carrying out business activities and/or providing products and/or services to prospective customers/customers, PT Bank KB Bukopin Syariah applies the Consumer Protection Principles, namely:

1. Adequate education

2. Openness and transparency of product and/or service information,

3. Fair treatment and responsible business behavior,

4. Protection of Consumer assets, privacy, and data

5. Effective and efficient complaint handling and dispute resolution,

6. Compliance Enforcement

7. Healthy competition

1. Equal Access to Every Consumer

2. PT Bank KB Bukopin Syariah provides equal opportunities to obtain Bank Products and/or services to Prospective Customers/Customers by providing non-discriminatory services or treatment to every Prospective Customer/Customer.

3. PT Bank KB Bukopin Syariah provides customers with access to obtain copies of customer data and/or information.

1. Protection of Assets, Privacy and Consumer Data.

2. PT Bank KB Bukopin Syariah is committed to maintaining the security of customer deposits, funds or assets that are under the Bank's responsibility, including ensuring that the following actions do not occur:

3. fraud, deception, embezzlement of savings, funds, or assets, information leaks, and financial services sector crimes; or

4. non-compliance with applicable norms

1. PT Bank KB Bukopin Syariah provides reports to customers regarding the balance position and mutations of funds, assets or liabilities of the Consumer accurately, correctly, on time and in a manner or means in accordance with the agreement between the Bank and the Customer.

2. Exchange of customer data and/or information can be done in the following cases:

1. The customer provides written consent;

2. There is an obligation for the Bank to provide Consumer data and/or information based on the provisions of laws and regulations.

3. PT Bank KB Bukopin Syariah provides reports to customers regarding the balance position and mutations of funds, assets or liabilities of the Consumer accurately, correctly, on time and in a manner or means in accordance with the agreement between the Bank and the Customer.

1. Marketing and Offering of Products and/or Services.

   1. Can only be done on Monday to Saturday outside of national holidays from 08.00 – 18.00 local time, except with the approval or request of prospective Customers and/or Customers;

1) Include and/or mention in each offer, summary of product and/or service information, promotion, or product and/or service advertisement:a. Name and/or logo of KB Bank; Syariah andb. Statement that PT Bank KB Bukopin Syariah is licensed and supervised by the Financial Services Authority.2)  In terms of making offers of Products and/or services through communication media, Prospective Customers/Customers of PT Bank KB Bukopin Syariah are required to fulfill:

1. Inform the name of PT Bank KB Bukopin Syariah and explain the intent and purpose before offering products and/or services.

2. Informing the source of data and/or personal information of prospective Customers and/or Customers obtained by the Bank, in the event that the Bank obtains data and/or information of prospective Customers and/or Customers from another party.

3. In terms of providing an understanding of the costs, benefits, risks, and rights and obligations of prospective customers, the Bank provides sufficient time for prospective customers to understand the agreement clauses.

4. Standard Agreement

   1. There is no clause on the transfer of responsibility or obligation of the Bank;

PT Bank KB Bukopin Syariah makes a standard agreement without including an exoneration/exemption clause, namely one that contains:

1. There is no clause stating the granting of power of attorney from the Customer to the Bank, either directly or indirectly, to take any unilateral action on the goods pledged by the Customer, unless such unilateral action is carried out based on the provisions of laws and regulations;

2. There is no clause regulating the obligation of proof by the Customer, if the Bank states that the loss of use of the product and/or service purchased by the Customer is not the Bank's responsibility;

3. There is no clause giving the Bank the right to reduce the use of the product and/or service or reduce the Customer's assets that are the object of the product and/or service agreement;

4. There is no clause stating that the Customer authorizes the Bank to impose a mortgage, pledge, or guarantee right on the product and/or service purchased by the Customer in installments;

5. There is no clause stating that the Bank can add, change, and/or provide further rules unilaterally after the agreement has been approved/agreed upon;

6. There is no clause stating that the Customer is subject to unilateral changes by the Bank after the agreement is signed by the Customer;

7. There is no clause that gives the Bank the authority to avoid or limit the validity of a clause;

8. There is no clause stating that the Bank has the authority to interpret the meaning of the agreement unilaterally;

9. There is no clause stating that the Bank limits its liability for errors and/or negligence of Employees and/or third parties working for the interests of the Bank;

10. There is no clause limiting the Customer's right to sue the Bank when a Dispute arises related to the agreement; and

11. There is no clause that limits the evidence that can be provided by the Customer in the event of a Dispute related to the agreement

1. Handling and Resolution of Complaints

1. Every Customer can make a Complaint to the Bank either consisting of:

a.  Verbal complaints: 

• Requests regarding information on products and/or services used. and/or internal provisions of Bank KB Bukopin Syariah regarding products and/or services.

• Request for information regarding the mechanism for using products and / or services;

• The procedure for consumer complaints to PT Bank KB Bukopin Syariah;

• Other information regarding products and / or services

b.  Written Complaint:

• Written Complaints that have elements of disputes, violations of provisions and/or consumer losses.

• Written Complaints in the form of transaction failure claims

• Complaints that are allegedly due to errors or omissions of the Bank.

1. The Bank is responsible for the Customer's losses arising from the Customer's incompatibility with the Terms and Conditions signed by the Customer, errors and/or negligence of the Management, Employees and/or third parties working for the Bank.

2. The Bank receives customer complaints and follows up on customer complaints without discrimination, namely not differentiating treatment to customers based on skin colour, ethnicity, religion, and class, among others.

3. The Bank receives customer complaints without charging administrative fees to customers in implementing customer complaint service policies and procedures.

4. Customer complaints received by the Bank can be followed up by the Bank with supporting documents.

5. The Bank will follow up on complaints submitted verbally within 5 (five) working days from the receipt of the complaint.

6. Complaints that contain elements of disputes, violations of provisions, or customer losses that require handling time of more than 5 (five) working days, the Bank will ask the customer to submit a written complaint.

7. Handling of written complaints must be completed within a maximum of 10 (ten) working days from when the complaint is received and must be accompanied by complete supporting documents.

8. In the event that the handling of written complaints cannot be completed within a period of 10 (ten) working days, the settlement of complaints may be extended for a maximum of 10 (ten) days.

Thus we convey this, for your attention and further direction we express our gratitude.