Mawar I.R. Napitupulu
5. The power of Good Corporate Governance implementation
to process data, employee training, and system preparation, requiring an additional substantial cost for investment. On the other hand, weakness on the internal control system are caused by system problem, fraud and employee’s discipline in executing transactions.
5. The power of Good Corporate Governance implementation
Bank Niaga views that the power of implementation of GCG lies on the GCG culture that is already in place. Such culture is a product of strong commitment to implement a proper GCG from the shareholders, Board of Commissioners, Directors, and is supported by all employees. Bank Niaga is consistently and continuously improving on the adequacy of organisation, policy and procedure and also enhancing the quality of operating systems and human resources.
Di samping itu sosialisasi mengenai visi dan misi, core values, dan kebijakan governance dilakukan langsung oleh anggota Dewan Komisaris dan Direksi kepada karyawan pimpinan dan seluruh karyawan. Untuk memantau pelaksanaan GCG diharapkan sistem dan struktur governance yang ada dapat memastikan pelaksanaan GCG sudah sesuai dengan ketentuan.
Indeks Persepsi Tata Kelola Perusahaan
Pada tanggal 27 Desember 2007, Bank Niaga kembali meraih penghargaan sebagai salah satu Perusahaan “Sangat Terpercaya”
dalam Corporate Governance Perception Index (CGPI) 2006 Award berdasarkan survei yang dilakukan The Indonesian Institute for Corporate Governance (IICG) dan majalah SWA. CGPI adalah riset dan pemeringkatan penerapan corporate governance di perusahaan-perusahaan publik yang tercatat di Bursa Efek Indonesia (BEI).
Bagi Bank Niaga, konsistensi keikutsertaan dalam survei CGPI merupakan salah satu cara untuk mengetahui sampai sejauh mana Bank Niaga, melalui indikator-indikator yang dipergunakan oleh pihak ekstern, telah menerapkan prinsip-prinsip corporate governance di dalam jajaran Perseroan, sekaligus sebagai motivasi bagi penyempurnaannya di masa datang.
Jadi, walaupun Bank Niaga kembali meraih penghargaan sebagai Perusahaan ‘Sangat Terpercaya’, predikat itu tidak membuat puas diri, karena ‘Tak ada gading yang tak retak’. Komitmen dan konsistensi adalah kata kuncinya. Dengan demikian, menerapkan prinsip corporate governance bukan hanya sekadar memenuhi peraturan yang berlaku (paper compliance), tapi menjadikannya sebagai bagian dari budaya kerja sehari-hari.
Melengkapi Corporate Governance Perception Index (CGPI) 2006 Award, majalah SWA juga melakukan riset untuk mengukur persepsi investor dan analis terhadap praktik penerapan GCG di 48 perusahaan yang tercatat di Bursa Efek Jakarta. Hasil riset ini menempatkan Bank Niaga pada posisi pertama. Laporan lengkap dari hasil riset ini dapat dibaca pada majalah SWA edisi 01/XXIV/9- 23 Januari 2008.
Moreover, socialisation regarding vision and mission, core values, and governance policy, were directly conducted by members of the Board of Commissioners and Directors to the senior level employees and all employees. In order to monitor the GCG implementation, existing systems and governance structure are expected to ensure that GCG implementation is already in compliance with the prevailing regulations.
Corporate Governance Perception Index
On December 27, 2007, Bank Niaga was again recognised as one of the “Most Trusted” Companies on the Corporate Governance Perception Index (CGPI) 2006 Award. This is based on a survey that was conducted by The Indonesian Institute for Corporate Governance (IICG) and SWA magazine. CGPI is a research and corporate governance grading organisation for public companies that are registered on the Indonesia Stock Exchange (IDX).
Bank Niaga consistently participates in the CGPI survey to benchmark the extent of which the bank has implemented good corporate governance principles within management through indicators used by external parties, and also to motivate for further improvements in the future.
Although Bank Niaga has again been named as ‘Most Trusted Company’, there is no self-satisfaction because ‘There is no perfect ivory’. Commitment and consistency are the key words;
therefore, implementing good corporate governance principles is not only to comply with regulations (paper compliance), but also to weave them into the fabric of daily work practices.
As a compliment for the Corporate Governance Perception Index (CGPI) 2006 Award, SWA magazine also conducted research to measure investor and analyst perception on the GCG practices of 48 companies listed on the Indonesia Stock Exchange. This research put Bank Niaga as the first rank. The results of this research can be found on 01/XXI/9-23 January 2008 edition of the SWA magazine.
Penghargaan dan Pengakuan
Pada tahun 2007, Laporan Tahunan Bank Niaga berhasil meraih peringkat pertama di antara perusahaaan publik, kategori sektor keuangan swasta berdasarkan pada survei yang dilaksanakan oleh Kementerian BUMN, Direktorat Umum Pajak, Badan Pengawas Penanaman Modal (BAPEPAM), Bursa Efek Indonesia, Ikatan Akuntan Indonesia dan Komite Nasional untuk Kebijakan Governance. Peringkat pertama ini merupakan pencapaian Bank Niaga selama empat tahun berturut-turut sejak tahun 2003 untuk pengakuan laporan tahunannya.
Penjelasan rinci mengenai penghargaan yang diterima Perseroan selama 2007 terdapat pada Buku Laporan Tahunan 2007 ini pada bagian Penghargaan.
Update Implementasi GCG
Kebijakan baru seperti whistle blowing policy, kebijakan investasi dan penanganan kasus operasional dan fraud juga telah diberlakukan di tahun 2007.
Awards and Recognitions
In 2007, the Bank’s Annual Report was ranked first amongst public listed companies in the category of private listed, financial company based on a survey jointly conducted by the Ministry of State Owned Enterprises, Directorate General of Tax, the Indonesian Capital Market Supervisory Agency (BAPEPAM), the Indonesia Stock Exchange, the Indonesian Institute of Accountants and the National Committee for Governance Policy. This was Bank Niaga’s fourth consecutive year of achievement since 2003 to receive such recognition for its annual report.
A detailed explanation about the awards that have been received by the Company during 2007 is contained in this Annual Report 2007 in the Awards section.
GCG Implementation Updates
New policies, like the whistle blowing policy, the investment policy and operational case handling and fraud, have already been operational in 2007.
kalenDer GcG tahun 2007
January • Bp. Binhadi menjadi nara sumber mengenai Good Corporate Governance dalam Program Pendidikan Eksekutif Bank Niaga.
February • Bp. C. Heru Budiargo, ED* – Compliance & HR Director menjadi nara sumber dalam Diskusi Lokakarya Forum Budaya Kerja Perbankan Nasional di Surabaya bertemakan:
“Pengalaman Transformasi Budaya Kerja: Arah, tantangan dan Kendala” dengan makalah “Bank Niaga’s Experience on Organisation Culture Transformation.”
• Bp. C. Heru Budiargo, ED* – Compliance & HR Director menjadi nara sumber dalam Sharing Session Bank Tabungan Negara - Jakarta dengan makalah “Culture Approach in Managing and Developing Human Resources.”
• CA News – Good Corporate Governance, “Tahukah Anda, Tujuan Penerapan Prinsip GCG di Bank Niaga?”
March • CA News – Good Corporate Governance, “Jabatan Dewan Komisaris: Pekerjaan Sampingan?”
• Bp. Binhadi menjadi nara sumber mengenai Good Corporate Governance dalam Program Pendidikan Eksekutif.
• Advertorial GCG “Perusahaan Sangat Terpercaya di Indonesia” di majalah Tempo, edisi 19 – 25 Maret 2007.
April • CA News – Good Corporate Governance, “Maukah Anda Belajar dari Kasus Jatuhnya Enron?”
May • CA News – Good Corporate Governance, “Hasil Uji Coba Bank Niaga GCG Self Assessment.”
• Bp. Binhadi menjadi nara sumber mengenai Good Corporate Governance dalam Program Pendidikan Eksekutif.
• Dewan Komisaris dan Direksi melakukan Sosialisasi GCG terhadap karyawan/ti Jawa Timur dan sekitarnya di Surabaya.
June • RUPS Luar Biasa (bagi pemegang saham minoritas) dalam rangka penjualan saham anak perusahaan PT Niaga Aset Manajemen kepada CIMB Principal Asset Management Berhad dan PT Commerce Kapital.
• Bp. Liston Siahaan, VP – Compliance Management Group Head, menjadi nara sumber dalam Seminar GCG - FE Trisakti dengan tema: “Implementasi GCG di Bank Niaga.”
• CA News – Good Corporate Governance, “Apakah yang dimaksud dengan Conflict of Interest itu?”
July • Benchmark dari BPD Bank Nagari mengenai penerapan GCG di Bank Niaga
• Benchmark dari PT Tugu Pratama Indonesia
• CA News – Good Corporate Governance, “Bagaimana Caranya Membentuk Budaya Perusahaan Yang Bernuansa GCG?”
Bulan
Month Kegiatan
Activities
• Mr. Binhadi was a speaker on the topic of Good Corporate Governance at the Executive Development Program of Bank Niaga.
• Mr. C. Heru Budiargo, ED* – Compliance & HR Director was a speaker at the Organisation Culture of National Banking Discussion Forum in Surabaya with topic: “The Experience of Organisation Culture Transformation: Direction, Challenge and Barrier” with paper of “Bank Niaga’s Experience on Organisation Culture Transformation.”
• Mr. C. Heru Budiargo, ED* – Compliance & HR Director was a speaker at Bank Tabungan Negara Sharing Session - Jakarta with paper of “Culture Approach in Managing and Developing Human Resources.”
• CA News – Good Corporate Governance, “Do You Know, The Objective in Implementing GCG Principle in Bank Niaga?”
• CA News – Good Corporate Governance, “The Function of Commissioners Board: The Freelance?”
• Mr. Binhadi was a speaker of Good Corporate Governance at Executive Development Program.
• Advertorial GCG “The Most Trusted Company in Indonesia”
on Tempo Magazine, edition 19 – 25 March 2007.
• CA News – Good Corporate Governance, “Do You Want to Learn from the Collapse of Enron?”
• CA News – Good Corporate Governance, “The Result of Bank Niaga GCG Self Assessment Test.”
• Mr. Binhadi was a speaker of Good Corporate Governance at Executive Development Program.
• GCG Socialisation by Board of Commissioners and Directors to the Employees in East Java area.
• Extraordinary GMS (for minority shareholders) in conjunction with the approval for the plan to sell all of the Company’s stake in PT Niaga Aset Manajemen to CIMB-Principal Asset Management Berhad and PT Commerce Kapital.
• Mr. Liston Siahaan, VP – Compliance Management Group Head, was a speaker at GCG Seminar - FE Trisakti with topic: “The Implementation of GCG in Bank Niaga.”
• CA News – Good Corporate Governance, “What is Conflict of Interest?”
• Benchmark from BPD Bank Nagari regarding GCG implementation in Bank Niaga.
• Benchmark from PT Tugu Pratama Indonesia.
• CA News – Good Corporate Governance, “How to Build GCG as a Corporate Culture?
GcG calenDar in 2007
Bulan Month
Kegiatan Activities August • RUPS Luar Biasa (bagi pemegang saham minoritas) dalam
rangka penjualan saham anak perusahaan PT Niaga Aset Manajemen kepada CIMB Principal Asset Management Berhad dan PT Commerce Kapital.
• Peringkat I Annual Report Award 2006 kategori Swasta Keuangan Tercatat.
• CA News - Good Corporate Governance, “Bank Niaga Raih Annual Report Award 2006.”
• Bekerjasama dengan Lembaga Komisaris Direktur Indonesia (LKDI) mengadakan kegiatan Program Good Corporate Governance bagi Dewan Komisaris, Direksi dan Pejabat Eksekutif Senior Bank Niaga.
September • Benchmark dari BPD Bank Jabar mengenai Compliance dan GCG Bank Niaga.
• CA News – Good Corporate Governance,”Menjalankan Prinsip GCG Ternyata seperti Manjalankan Mobil!”
• Bp. Yosef A.B. Badilangoe, ED – Compliance & HR Director menjadi Pembicara dalam Diskusi Panel IICD dengan tema:
“Evaluasi Implementasi Aturan Bank Indonesia tentang Pelaksanaan GCG bagi Bank Umum”
• Persetujuan Dewan Komisaris dan Direksi terhadap revisi Tata Tertib Dewan Komisaris dan Direksi – Kebijakan Investasi
October • CA News – Good Corporate Governance, “Tahap-tahap Penerapan GCG”
November • CA News – Good Corporate Governance, “Apa Manfaatnya Memiliki Komisaris Independen dan Pihak Independen?”
December • CA News – Good Corporate Governance, “Langkah-langkah Praktis Menuju Praktik GCG”
• Bp. Liston Siahaan, VP – Compliance Management Group Head menjadi nara sumber mengenai Implementasi GCG Bank Niaga dalam Committee for GCG di Bank Indonesia
• Dewan Komisaris dan Direksi melakukan Sosialisasi GCG terhadap karyawan/ti Jawa Barat dan sekitarnya di Bandung
• Terpilih sebagai salah satu dari “Perusahaan dengan predikat Sangat Terpercaya” dalam Corporate Governance Perception Index (CGPI) 2006 Award yang digelar The Indonesian Institute for Corporate Governance (IICG) bekerjasama dengan majalah SWA.
• Extraordinary GMS (for minority shareholders) in conjunction with the approval for the plan to sell all of the Company’s stake in PT Niaga Aset Manajemen to CIMB-Principal Asset Management Berhad and PT Commerce Kapital.
• 1st Ranked of Annual Report Award 2006 for category Private Listed Financial Company.
• CA News - Good Corporate Governance, “Bank Niaga Receives Annual Report Award 2006.”
• Cooperated with Lembaga Komisaris Direktur Indonesia (LKDI) in conducting Good Corporate Governance Program for BOC, BOD and Senior Executives of Bank Niaga.
• Benchmark from BPD Bank Jabar about Compliance and GCG Bank Niaga.
• CA News – Good Corporate Governance, “Running GCG Principles is Just Like Driving a Car!”
• Mr. Yosef A.B. Badilangoe, ED – Compliance & HR Director was a speaker in the Panel Discussion II CD with topic
“Evaluation of implementation of Bank Indonesia Roles on GCG Implementation for most Banks”
• Approval from the Board of Commissioners and Directors on the revised investment policy’s code of conduct for the Board of Commissioners and Directors.
• CA News – Good Corporate Governance, “Steps of GCG Implementation”
• CA News – Good Corporate Governance, “What are the benefits from Having an Independent Commissioner and Independent Party”
• CA News – Good Corporate Governance, “Practical Steps toward GCG Practices.”
• Bp. Liston Siahaan was a speaker at Bank Indonesia’s Committee for GCG with topic: “The Implementation of GCG in Bank Niaga.”
• GCG Socialisation by the Board of Commissioners and Directors to employees in West Java area.
• Awarded as one of “the most trustworthy companies” in Corporate Governance Perception Index (CGPI) 2006 Award that was held by the Indonesian Institute for Corporate Governance (IICG) and SWA magazine.
* Catatan:
C. Heru Budiargo, ED habis masa jabatannya sebagai Direktur Kepatuhan dan Sumber Daya Manusia pada 19 April 2007.
* Note:
C. Heru Budiargo, ED completed his term of office as the Compliance & Human Resources Director on 19 April 2007.
Sebagai tambahan, beberapa kegiatan rutin yang telah dilaksanakan selama tahun 2007 adalah sebagai berikut:
1. Program-program induksi, termasuk pembelajaran terhadap nilai-nilai perusahaan dan kode etik, prinsip-prinsip Good Corporate Governance khususnya untuk para karyawan baru (clerical/non clerical) dan para peserta Program Pendidikan Eksekutif (PPE)/para karyawan yang direkrut secara khusus.
2. Sosialisasi GCG oleh Dewan Komisaris dan Direksi Perseroan.
3. Program Self Assessment GCG, untuk melihat seberapa baik implementasi GCG di Bank Niaga. Program ini telah dilaksanakan sejak tahun 2002. Sejak tahun 2007, pelaksanaan self assessment ini menggunakan format penilaian yg ditetapkan oleh Bank Indonesia.
In addition, several routine activities were carried out during 2007 as follows:
1. Induction Programmes, including understanding values and code of conduct, Good Corporate Governance principles especially for new employees (clerical/non clerical) and participants of the Executive Development Programme (PPE)/
special hire employees.
2. GCG socialisation by Board of Commissioner and Directors.
3. GCG Self Assessment Programme, to evaluate GCG implementation in Bank Niaga. This programme has been carried out since 2002. Since 2007, this self assessment used the assessment format which was defined by Bank Indonesia.
SEKRETARIS PERUSAHAAN
Sekretaris Perusahaan bertanggung jawab terhadap komunikasi perusahaan yang tepat waktu dan akurat kepada seluruh stakeholders. Pengumuman mengenai kondisi dan kinerja Bank dibuat berdasarkan kewajiban sesuai Undang-Undang dan persyaratan Anggaran Dasar Perusahaan.
Sekretaris Perusahaan juga bertugas untuk membantu Direksi mengenai akuntabilitas dan tanggung jawab mereka berkaitan dengan kewajiban-kewajibannya dan isu mengenai tata kelola perusahaan dan tanggung jawab sosial perusahaan, serta penerapannya.
Sekretaris Perusahaan bertanggung jawab atas kegiatan tanggung jawab sosial perusahaan, dimana pada tahun 2007 Bank Niaga menyelenggarakan 15 kegiatan dengan fokus pada pendidikan.
Pada tahun 2008, Kegiatan Sosial Bank Niaga akan kembali fokus pada pendidikan. Secara terinci ulasan ini dipaparkan pada bagian pembahasaran tentang tanggung jawab sosial perusahaan pada laporan tahunan ini.
Hubungan Investor dan Media
Setiap tahun berbagai media digunakan untuk mengkomunikasikan kinerja dan kondisi mengenai Bank Niaga. Dalam tahun 2007, media yang digunakan antara lain mencakup:
1. Konferensi pers (10 kali) 2. Analyst Meeting (4 kali)
3. Laporan-laporan Keuangan Kuartalan (4 kali) 4. Laporan tahunan (1 kali)
5. Paparan Publik dalam Forum Investor Bursa Efek Jakarta (1 kali)
6. Forum Investor Asing/Konferensi/Non Deal Road Show (12 kali)
7. Siaran pers (59 kali) 8. Ulasan Media (996 kali)
9. Papan iklan dan promosi media massa (28 kali) 10. Pertemuan media (2 kali)
11. Pertemuan-pertemuan khusus dengan para investor, analis, kantor sekuritas, bank-bank koresponden (92 kali)
12. RUPS Tahunan (1 kali)
13. RUPS Luar Biasa (4 kali) yang salah satu keputusannya persetujuan divestasi anak perusahaan Perserooan yaitu PT Niaga Aset Manajemen.
CORPORATE SECRETARy
The Corporate Secretary is responsible for timely and accurate communications to all stakeholders. Announcements on subjects relating to bank conditions and performance are made in accordance with statutory obligations and requirements of the Articles of Association.
It is also the duty of the Corporate Secretary to assist the Board of Directors as to their accountability and responsibility in respect to their obligations and to issues of corporate governance and corporate social responsibility and their implementation.
The Corporate Secretary also handles corporate social responsibility (CSR) programmes. In 2007 Bank Niaga conducted 15 CSR activities, most of which were focused on education. In 2008, CSR activities in Bank Niaga will focus on education. The detail of CSR activities in Bank Niaga will be discussed on CSR section in this report.
Investor and Media Relations
Each year a multitude of channels are used to communicate the performance and status of the Bank. In 2007, these include:
1. Press conferences (10 times) 2. Analyst meetings ( 4 times) 3. Quarterly Financial reports ( 4 times) 4. Annual report (1 time)
5. Jakarta Stock Exchange Indonesia Investor Forum, which was deemed as Public Expose (1 time)
6. Investor Forum/Conference/Non Deal Road Show (12 times) 7. Press releases (59 times)
8. Media Coverage (996 times)
9. Billboard and mass media promotion (28 times) 10. Media gathering (2 times)
11. Ad hoc meetings with investors, analysts, securities houses, correspondent banks (92 times)
12. Annual GMS (1 time).
13. Extraordinary GMS (4 times), one of the decisions made was to approve the divestment of the Bank’s subsidiary, PT Niaga Aset Manajemen.
Promosi papan iklan dan media massa di atas berada di bawah tanggung jawab Sekretaris Perusahaan. Di samping iklan perseroan, Bank Niaga juga mengiklankan produk-produk dan layanan-layanannya melalui papan iklan dan media massa.
Papan Iklan / Billboard Media Massa / Mass Media
Syariah 0 50 Syariah
Preffered Circle 5 24 Preferred Circle
Kartu Kredit 34 26 Credit Cards
Produk Pendanaan 0 185 Deposits Products
Pinjaman Rumah 11 88 Housing Loans
TOTAL 50 373 TOTAL
website
Situs www.bankniaga.com tidak hanya berfungsi sebagai portal layanan tetapi juga menyediakan informasi terkini, baik untuk masyarakat umum maupun investor. Pada tanggal 30 November 2007, Bank Niaga meluncurkan disain terbaru untuk halaman situsnya. Situs ini menampilkan lebih banyak informasi tentang produk dan layanan Bank Niaga serta informasi perusahaan, seperti sekilas Bank Niaga, Hubungan Investor, dan karir.
Billboard and mass media promotions above are under Corporate Secretary’s responsibility. Besides corporate advertisement, Bank Niaga also advertised its products and services on billboard and mass media.
Website
Our web page www.bankniaga.com serves not only as a portal for services but provides up-to-date information for both the general public and for the investors. On 30 November 2007, Bank Niaga launched a new design of its web page. It presents more on the information of the products and services of Bank Niaga and the corporate information as well, such as About Bank Niaga, Investor Relations, and Career.
Komunikasi Intern
Sekretaris Perusahaan juga bertanggung jawab untuk memelihara jaringan komunikasi intern yang terdiri atas:
• publikasi intern majalah Citra (1 edisi), Niaga News (10 edisi), dan CA News;
• kegiatan-kegiatan intern seperti office gathering; dan
• memastikan implementasi komunikasi terjalin baik dalam organisasi.
Perkembangan yang signifikan, khususnya dalam hal sumber daya manusia, juga diperbarui melalui publikasi dan jaringan intranet Bank. Hampir setiap grup dalam Bank Niaga memelihara komunikasi intern satu arah melalui jaringan intranet bank seperti:
HR Info (Info SDM), Compliance News (Berita Kepatuhan), CLG News (Berita CLG), LMG News (Berita LMG), WazzUp@
InformationTechnology, RPSDG News (Berita RPSDG), CCG, dan lain-lain. Acara kebersamaan manajemen juga diorganisir secara rutin untuk merangsang pertukaran informasi dua arah, termasuk mengenai kebijakan strategis personalia dan hal-hal yang penting.
Upaya yang berkesinambungan ini dilakukan untuk memberikan layanan terbaik bagi seluruh stakeholder, dimana Bank Niaga senantisasa akan memperbarui dan meningkatkan setiap sistem komunikasinya.
Saluran Komunikasi Lainnya
Sebagai sebuah perusahaan yang terdaftar sebagai perusahaan publik, Bank Niaga memegang teguh prinsip transparansi dan kewajaran. Dalam upayanya untuk menjaga hubungan baik, umpan balik dan masukan dari para stakeholder sangat diharapkan baik secara personal, melalui email (hubungi kami di www.bankniaga.
com), secara langsung melalui Niaga Global @ccess (layanan internet banking Bank Niaga), Niaga Phone Banking 14041 sebagai Pusat Hubungan Nasabah untuk semua transaksi dan saran/keluhan, cabang dan unit bisnis, layanan purna jual untuk pinjaman nasabah, dan layanan kartu untuk pengaduan masalah kartu kredit.
Mulai bulan Juni 2007, Bank Niaga memiliki sebuah sistem yang disebut Otomasi Monitoring dan Pelaporan Komplain (OMPK).
Fungsinya adalah merekam keluhan-keluhan yang ditujukan secara online kepada Bank Niaga dan melakukan penanganan keluhan melalui media mulai dari lini depan hingga unit yang
Internal Communications
Corporate Secretary is also responsible for maintaining an internal communication network comprised of:
• internal publications of Citra magazine (1 editions), Niaga News (10 editions), and CA News;
• internal activities such as office gathering, and
• ensuring sufficient communication is implemented within the organisation.
Significant developments, especially human resources issues, are also updated through publications and through the bank’s intranet. Almost every group in Bank Niaga maintains one-way internal communication through bank’s intranet such as: HR Info, Compliance News, CLG News, LMG News, WazzUp@
InformationTechnology, RPSDG News, CCG, etc. Management get-togethers are also regularly organised to stimulate a two-way exchange of information, covering points of corporate strategic policy and important issues.
In our continuing efforts to provide all stakeholders with the best quality service, Bank Niaga will update and upgrade any communication system.
Other Communication Channels
As a publicly listed company, Bank Niaga adheres closely to the principles of transparency and fairness. In its efforts to maintain good relations, stakeholders feedback and input is encouraged either in person, by email (contact us at www.bankniaga.com), directly in Niaga Global @ccess (Bank Niaga’s internet banking service), Niaga Phone Banking 14041 as the Customer Contact Centre for all transactions and suggestion/complaints, branch and business units, after sales service care for customer loans, and card service for credit cards complaints.
Starting June 2007, Bank Niaga had a system called OMPK (Automatic Complaint Monitoring and Reporting System). Its function is to record and follow up complaints addressed on line to Bank Niaga and also to handle media complaint on front liners to handling units. Through this automated recording, the complaints