Customer
Complaint Procedure
We are committed to handling every complaint transparently and fairly, in accordance with the regulations of the Commodity Futures Trading Regulatory Agency (BAPPEBTI).
Before Filing, Prepare the Following Documents
- A clear and detailed chronology or description of the complaint
- Customer identification
- Proof of fund transfer
- A stamped special power of attorney signed by the customer and/or their representative (if authorized)
Complaint Process Flow
- 1
Submit a Complaint
The customer submits a complaint to the Administrator of PT. Doo Financial Futures by phone, email, or in person at the office.
- 2
Guidance by the Administrator
The Administrator will guide and assist the customer in filing the complaint on the official BAPPEBTI website at pengaduan.bappebti.go.id.
- 3
Account Creation & Data Entry
The customer and/or their representative creates a complaint account, fills in personal data, and uploads the prepared supporting documents.
- 4
BAPPEBTI Verification
Max. 2 business daysBAPPEBTI verifies the complaint and issues approval or rejection once the documents are declared complete.
- 5
Deliberation at the Futures Broker Level
Max. 21 business daysThe resolution process enters the deliberation stage, counted from the moment BAPPEBTI grants approval.
- 6
Mediation by the Futures Exchange
Max. 21 business daysIf no agreement is reached at the Futures Broker level, the process moves to mediation by the Futures Exchange.
- 7
Arbitration / Court
If no agreement is reached at the mediation stage, the customer may resolve the complaint through BAKTI (the Commodity Futures Trading Arbitration Board) or the South Jakarta District Court, as elected in the Customer Acceptance Application.
- 8
Reporting to BAPPEBTI
All Customer Complaint Handling Reports will be reported to BAPPEBTI.