Sustainable Banking

BCA provides equal service to all its customers. This service considers customer convenience in transactions, banking solutions consultations, as well as customer satisfaction.

1. Treating Customers Fairly

In principle, BCA respects human rights and therefore expects all employees to treat the Bank’s customers or visitors fairly and wisely. BCA instills a way of transparently communicating and inclusively explaining banking products and services and respecting the diversity of the customers it serves.

2. Maintaining Service Quality

BCA customer approach includes exploring their banking solution needs so they can have access to the correct financial products and/or services. BCA instills this principle to employees, especially frontliners who deal directly with customers. In addition, BCA also provides consultation and communication training for the employees to enable them to provide advice consistent with each customer’s objectives and matched to their circumstances.

3. Handling Customer Complains

In order to establish good relations and maintain customer trust, BCA investigates every customer complaint received. In 2021, BCA launched the HaloBCA application as an entry point for customers. Complaint resolution refers to the Service Level Agreement (SLA) with different settlement times for each problem. In 2021, 99.5% of complaints received have been resolved.

4. Financial Related Complaint Handling

BCA submits Consumer Complaint Handling and Settlement Reports, whether related to customer finances or not, to Bank Indonesia and the Financial Services Authority on a regular basis/every 3 months. If there is a case that the customer is not satisfied with the settlement suggested by BCA, they may mediate with Bank Indonesia. In this case, the HaloBCA work unit together with related units will assist the mediation process in order to obtain the best solution for all parties.

5. Service Access and Affordability

One of BCA's strategies to increase customer access and affordability of BCA banking solutions includes banking digitalization, which delivers easier customer access anywhere and anytime. Digital banking is equipped with a reliable data security system, and BCA applies the ISO 27001 standards to ensure data security is maintained. BCA is continuing its network expansion with banking solution services that are inclusive, fair, and respectful for all customers. These services are based on the ‘SMART SOLUTION’ culture, meaning being alert, engaging, enthusiastic, friendly, thorough, attentive, open-minded, complete, prioritizing customer needs, telling solutions, initiatives, and on-time.

Information technology development and digitization has become one of the keys to support ease of transactions as well as the implementation of Sustainable Finance. A digital banking application can have a positive impact on the environment, such as reducing paper use and reducing transportation mobility, and potentially to reduce carbon emissions. BCA estimates a reduction in carbon emissions of around 3,257 tCO2 eq per year, based on the 15 million decrease in branch transactions that switched to digital transactions, assuming the distance from the customers’ houses to the nearest branch is about 1 km.

BCA is committed to upholding its loyal customers trust by maintaining data security and privacy. This commitment is part of BCA's efforts to respect human rights.

1. Efforts to Maintain Security, Confidentiality of Customer Data and Privacy

BCA protects customers' personal information through various steps including technological, process & administrative, organizational, and physical security. BCA also instigated a code of ethics/conduct and business ethics including standards on how employees must protect customer confidential information. In an effort to maintain the security of customer information and privacy, BCA complies with the Personal Data Protection Law in Indonesia. As technology and digitalization advances, as well as anticipating cyber threats, BCA’s data security and customer privacy strategy has been strengthened by a reliable Information Technology (IT) system.

2. Cyber Security

BCA ensures reliable data security through Data Loss Prevention (DLP) to improve the security of electronic information from theft and misuse, as well as access by unauthorized parties. To ensure that all employees are aware of data security, BCA conducts incident simulations periodically. BCA comprehensive security for the Data Center covers the data center and IT service operations. BCA utilizes One Time Password (OTP) codes and Two Factor Authentication to ensure that the application is being used by the right account owner/customer. In addition, in 2021, BCA added certification for Information Security Management System implementation, ISO 27001:2013 on November 10, 2021.

3. Protecting Digital Identity

The trust of BCA's loyal customers is paramount, so verifying the customers’ identity is fundamental to protecting their finances, assets, and their privacy. BCA continuously reviews and assesses with consultants to create a cybersecurity development roadmap for HC, processes, and technology aspects. In addition, BCA also looks at digital identity trends, challenges, and opportunities, as well as explores cutting-edge privacy- protection technologies with the potential to satisfy our customers’ needs.

4. No Data Leakage

By the end of 2021, BCA did not face any significant cases related to violations or misuse of customer data and privacy. There was no lost customer data, and no sanctions/fines borne by the Bank or BCA employees. BCA has an escalation mechanism in the event of a customer privacy violation in accordance with the Collective Labor Agreement (CLA).

BCA has an anti-fraud unit to monitor the implementation/development of anti-fraud policies/strategies bankwide. This monitoring includes prevention, detection, and investigation. In 2021, BCA has issued an anti-corruption and gratification control policy. In supporting the prevention of Corruption and Fraud, BCA implements the following systems:

1. Whistleblowing System

As part of transparency, a whistleblowing system (WBS) is implemented to detect and prevent fraud as early as possible. Anyone, either internally and externally, can submit complaints related to fraud, corruption, or actions that violate the banking code of ethics. Whistleblowers can submit complaints through the bca.co.id website by including clear data/information in accordance with the 4W1H (What, Who, When, Where and How) principles, which will then be automatically reported to the whistleblowing system manager for validation.

2. Anti-Money Laundering and Anti-Terrorism Financing (APU PPT)

BCA builds awareness among all employees to increase awareness of money laundering and terrorism financing practices. All transactions of a large or suspicious value pass through APU PPT. 100% of permanent employees in BCA have received socialization related to APU PPT.