Pursuant to OJK Circular Letter (SEOJK) No. 17/SEOJK.07/2018 concerning Guidelines for the Implementation of Consumer Complaints Services in the Financial Services Sector, Banks are required to publish the complaints handled by the Bank at least once a year, as per the table below.
type of Financial transactions resolved in Process unresolved total
complaints
total % total % total %
Bancassurance 95 98.96% 1 1.04% - 0.00% 96
Deposits 24 85.71% 3 10.71% 1 3.57% 28
Direct Debit - 0.00% - 0.00% - 0.00% -
Electronic Banking 16,580 99.41% 91 0.55% 7 0.04% 16,678
ATM/Debit Cards/ATM Machines 35,397 99.65% 107 0.30% 18 0.05% 35,522
Credit Cards 1,408 99.65% 4 0.28% 1 0.07% 1,413
Clearing (Transfer)/Remittance 156 97.50% 4 2.50% - 0.00% 160
Unsecured Credit 33 97.06% 1 2.94% - 0.00% 34
Auto Credit/Financing 70 90.91% 7 9.09% - 0.00% 77
Working Capital Credit/Financing - 0.00% - 0.00% - 0.00% -
Home/Aprtment Ownership Credit/Financing
552 87.34% 62 9.81% 18 2.85% 632
Other Funds Collection 2,959 99.60% 10 0.34% 2 0.07% 2,971
Other Funds Distribution 12 100.00% - 0.00% - 0.00% 12
Savings 6,764 96.74% 207 2.96% 21 0.30% 6,992
Trade Finance/Letter of Credit - 0.00% - 0.00% - 0.00% -
Total 64,050 99.13% 497 0.77% 68 0.11% 64,615
CIMB NIAGAANNUAL REPORT 2019
Conflict Management Policy aims to establish rules, identify, reduce, and manage any potential conflicts of interest that may arise within the Bank due to the Bank’s business unit activities that obtain information about the Bank, the Bank’s customers, or the CIMB Group.
The Bank has the policy regulates the trading procedure for the securities of the Bank and CIMB Group and to reaffirms the prohibition of Insider Trading in private securities transaction by the employees and management (in this case is members of the Board of Directors and the Board of Commissioners). Specifically, for certain period, this Policy also regulated a Blackout period when all the employees and management are prohibited from conducting any transactions of the Bank’s Securities.
The other purpose of the Policy is to provide basic principles and guidelines for the employees and management of the Bank in conducting their securities personal investment activities.
This Blackout period must be announced to all Bank’s employees by the Bank’s Control Room (Corporate Affairs Group), including being informed to the Control Room of CIMB Group. Any employee or management who will conducts transactions on the Bank’s or CIMB Group’s Securities (outside the Blackout period) is required to obtain prior written approval from the Bank’s Control Room (Corporate Affairs Unit) no later than 2 (two) business days prior to the planned transaction, and from the CIMB Group Control Room by completing the employee transaction request form.
Also, if an employee and/or management has conducted a transaction, a notification to the Bank’s Control Room (Corporate Affairs unit) is required no later than 2 (two) days after the transaction occurred. This policy is expected to mitigate the use of insider information for the personal interest of employees and management (insiders).
CIMB NIAGAANNUAL REPORT 2019
CIMB Niaga’s Anti-Fraud Policy is part of the Bank’s risk management and internal control system for building a compliance culture, and for creating a greater level of risk awareness on the potential and consequences of fraud at all levels within the organization. The Anti-Fraud Policy has been covered in the Risk Management discussion, which is an integral part of this Annual Report.
CIMB Niaga’s Anti-Fraud Policy regulates the framework, governance and implementation of the anti-fraud strategy, and represents the Bank’s strategy for controlling fraud by taking into account the characteristics and scope of potential fraud and has been implemented in the fraud control system.
In an effort to improve the Fraud risk awareness culture level, the Bank organized several activities related to Anti-Fraud Awareness in 2019, including:
• Tone from the Top - in the form of active participation from the Board of Directors with attendance at the anti-fraud awareness program. Both in mandatory training, sharing sessions, and other anti-fraud campaigns.
• Think, Talk & Do It Right (TTD) - A refreshment program held for Branch front liners namely CS, Tellers and RM using the open discussion format. The event was made by not involving leaders from the area concerned, but instead involving leaders from other areas to become facilitators and share best practices.
• Campaign on Speak Up Culture - The socialization of Speak Up culture is an integral part of every training program or anti-fraud socialization.
• New Anti Fraud Tagline - launching tagline anti fraud “Anytime… Anywhere…
Integrity First!” by the President Director and the Board of Directors replaces the previous tagline “Fraud? No way!
• Anti Fraud Socialization Week (PSAF) - Anti fraud awareness campaign with CIMB Niaga and CNAF coverage launched by the President Director and Board of Directors and conducted intensively for 2 (two) weeks. The event was marked by various activities including AFM Booth which contained games containing anti-fraud messages, poster contests, visits and sharing sessions to 10 cities in Jakarta, West Java, Central Java and East Java,
In addition, the Bank also conducts mandatory Anti Fraud Awareness training for new and existing employees aimed at increasing employee knowledge about fraud prevention and consequences. In 2019, 2,829 employees participated in anti-fraud training both face-to-face.
Number of Employee participated in the Anti Fraud Awareness Mandatory Training
4,212 2,829
2018 2019
CIMB NIAGAANNUAL REPORT 2019
These activities resulted in a significant decrease in fraud cases in 2019, reflecting an increase in AntiFraud Awareness and the compliance culture at all levels of the Bank’s organization. Through the Speak Up culture, several fraud cases in 2019 were the result of follow-up results of reports submitted through the Whistleblowing System media and and some employees have been subject to sanctions related to cases reported through the whistleblowing system.
The following table shows information related to fraud violation with a nominal value exceeding Rp100,000,000. committed by the Bank’s management, permanent and non-permanent employees. The nominal value has not taken into account any recoveries obtained during efforts to save the Bank’s assets.