Issue Handling Guidelines

Complaints to MEKAR can be submitted by service users (Lender and/or Borrower) and external non-users. Each complaint received through the contact form on the website and email will be given a receipt containing the registration number, date of receipt, and MEKAR contact number related to the complaint.

Each complaint received through the contact form on the website and email will be given a receipt containing the registration number, date of receipt, and MEKAR contact number related to the complaint. Below are the complaint channels, forms of complaints, complaint procedures, and resolution of complaints at MEKAR.

Contact Form on Website

Users or reporters can submit complaints through the form on the ‘Contact Us’ page on the MEKAR website.

Email

Complaints can be submitted by users or reporters via email to support@mekar.id

Live Chat

Users or reporters can submit complaints through the Live Chat button located at the bottom right of the MEKAR website.

Complaints can be submitted by users or reporters via the WhatsApp number available on the 'Contact Us' page on the MEKAR website.

Telephone

MEKAR provides a dedicated telephone number that can be used by users or reporters to submit complaints. Users can find the telephone number on the MEKAR website. This number can be contacted to submit complaints on business days from 09.00 - 17.00 WIB.

Issue Handling Procedure

We have divided the complaint handling procedure into two sections: general user complaints and complaints from MEKAR loan distribution partners.

User Complaint

Issue Complexity Levels

The resolution process for handling an issue is categorized based on the complexity of the complaint submitted by the user or reporter.

Minor

Customer complaints are general in nature and can be resolved by Customer Support.

Moderate

Customer complaints require approval from another department and/or have the potential to result in financial compensation claims.

Major

Customer complaints involve claims for financial compensation and/or legal demands, and require approval from another department.