Complaint

1. Customer Complaint Phone Number : 021 5721024
2. Customer Complaint Email : complaint@imaxo.co.id
3. PT Maxco Futures website : www.maxco.co.id
4. BAPPEBTI Online Complaint Link : https://pengaduan.bappebti.go.id
5. Customer Complaint Procedure :

A. Receipt of Complaints :

• Customers or their proxies who wish to complain about their problems can submit their complaints into the BAPPEBTI’s Online Complaint System at https://pengaduan.bappebti.go.id or come to the PT. Maxco Futures Office at Panin Building Ground Floor, Jl. Jend. Sudirman Kav. 1 South Jakarta or call the Company Complaints Telephone Number at +62 21 5721024 or email complaint@imaxo.co.id or through the website www.maxco.co.id to get an explanation of the Standard Operational Procedures (SOP) for handling Corporate Complaints including procedures how to use the BAPPEBTI’s Online Complaint System and its Requirement Documents. All conversations will be recorded and/or administered
• PT Maxco Futures will facilitate or provide assistance to customers or their proxies who come to the office or call the company’s complaint telephone number to submit their complaints into the BAPPEBTI Online Complaint System at https://pengaduan.bappebti.go.id.
• In BAPPEBTI’s Online Complaint System, the customers or their proxies must first create a complaints account by filling in personal data and information by attaching :
  1. Chronology or Description of Complaints
  2. Customer’s Identity
  3. Proof of Fund Transfer
  4. Stamped Power of Attorney (Original) from the customers to their proxies and Identity Card of the proxies from the customers, if the complaint is made by the customer’s proxy
• Then BAPPEBTI will verify the complaint account and provide its Approval or Rejection no later than 2 (two) working days after the attached documents are complete to be forwarded to PT Maxco Futures.
• Customers can see the latest process related to the status of handling complaints on the BAPPEBTI’s Online Complaint System.

B. Settlement of Customer Complaints :

• After BAPPEBTI gives approval for the receipt of the customer’s complaint and send the complete Customer Complaint document to the company, PT. Maxco Futures will immediately sends a Meeting Invitation Letter to the customer or his/her proxy with the agenda of deliberation to resolve the dispute with the company.
• The company and the customer or his/her proxy conduct deliberation for consensus.
• The company makes a Reconciliation Agreement with the customer or his/her proxy if an agreement is reached and it is final and binding on both parties. In the event that one of the parties does not implement it, then the peace agreement is null and void by excluding Articles 1266 and 1267 of the Indonesian Civil Code. In the event that the party who does not implement it is the customer or his/her proxy, then the customer or his/her proxy cannot file his/her complaint again in accordance with the provisions in the Regulation of the Head of BAPPEBTI Number 4 of 2020. In the event that the party who does not implement it is the company, then the complaint can be processed to the next stage in accordance with provisions in the Regulation of the Head of BAPPEBTI Number 4 of 2020.
• Customer complaints or his/her proxy must be resolved by PT. Maxco Futures within a period of no later than 21 (twenty one) working days after BAPPEBTI gives approval and forwards the complaint to the company. If within 21 (twenty one) working days no agreement is reached between the company and the customer or his/her proxy, the complaint can be processed to the next stage in accordance with the provisions in the Regulation of the Head of BAPPEBTI Number 4 of 2020.