BCA recognizes the importance of maintaining customer trust on service quality for the company's sustainability. For that reason, BCA provides the latest banking solutions following the needs and demands of customers. BCA's various products and services are also designed to create comfort, safety, and customer satisfaction.

BCA banking solutions innovation and development is carried out consistently and sustainably. In developing banking solutions, BCA pays attention to and complies with the existing regulations. Prior to the launch, the Compliance Unit evaluated all new BCA product solutions.

BCA socializes and educates customers about its products and services through various marketing communication channels. One of them is through social media, including Instagram @GoodLifeBCA, Twitter @XpresiBCA, Line @BankBCA. BCA conducts marketing communications based on the advertising code of ethics.

Every year, BCA collaborates with independent parties to conduct customer satisfaction surveys. Indirectly, the survey is part of communication and engagement means as well as for maintaining good relationships with customers as one of BCA's main stakeholders. The results of the customer engagement (CE) survey showed the customer satisfaction index in 2020 was 4.67 on a scale of 1 to 5 and the branch service quality (BSQ) survey results got 4.87 on a scale of 1 to 5.

In line with digitalization and information technology development, digital banking solutions are in great demand by the customers. BCA keeps innovating consistently to meet customer needs and demands for digital banking solutions.

A variety of BCA digital banking solutions, such as internet banking and mobile banking, complement the branch office network and automated teller machines (ATMs), to provide a convenient banking service to customers and the public at large. BCA continues to conduct digital transformation, including developing financial technology potentials that provide digital-based banking services.

The frequency of digital banking transactions shows continuous growth from year to year. Throughout 2020, there were 3,264 million banking transactions made through internet banking (an increase of 30.1% YoY) and 6,321 million banking transactions made through mobile banking (an increase of 64.3% YoY). Transactions through branch offices were only 120 million, continuing to decline over the past three years.

The comparison of the frequency of transactions or the use of BCA banking solutions, as of December 2020, showed that around 82,9% of transactions were carried out through internet banking and mobile banking, about 1% were carried out at branch offices, and the rest through ATMs.

Indirectly, digital-based banking services can increase customer productivity. Transactions can be performed anytime and anywhere without having to spend a lot of time and resources visiting the nearest BCA branches.

BCA gradually replaces conventional ATMs with Cash Recycling Machines (CRM) that can serve cash withdrawals as well as deposits, thus it supports money management operations. In 2020, the number of CRM increased by 2,098 machines compared to that of 2019 up to 9.038 machines. CRM replenishment is on average four times per machine in a month, which is relatively lower than conventional ATMs which require an average of eleven times per machine. It is expected that the initiative will be part of BCA's commitment to supporting carbon emissions reduction.

In 2019, BCA's new breakthrough in digital banking is an online account opening service via mobile banking. Millions of online account opening transactions were recorded. This digital service indirectly reduces customer visits to branches and carbon emissions.

In the context of environmental preservation, digital banking solutions can reduce paper usage. Although digital services must be supported by a data center that requires relatively large amounts of energy, BCA considers that there has been a decrease in energy from the reduction of customer trips to the nearest BCA branches or ATMs, especially in large cities with high traffic densities.

As an excellent banking institution, BCA is committed to maintaining public trust by ensuring the security of data, transactions, and customer funds. Customer information is confidential and cannot be disclosed to other parties; unless following the order of law and regulation.

The protection and confidentiality of customer data is the joint responsibility of all BCA people. This is instilled in each BCA individual through the banker's code of ethics and the Collective Labor Agreement (PKB).

Data protection and cybersecurity measures refer to the existing regulations, such as POJK No.1 / POJK / 07/2013 concerning Consumer Protection in the Financial Services Sector, SEOJK No.14 / SEOJK.07 / 2014 concerning Confidentiality and Security of Data and / or Personal Information Consumers, PBI No.7 / 6 / PBI 2005 concerning Transparency of Bank Product Information and Use of Customer Personal Data, and SEBI No.7 / 25 / DPNP concerning Transparency of Bank Product Information and Use of Customer Personal Data.

The confidentiality and data security policies of BCA customers are outlined in BCA's internal policies. In operational activities, BCA is concerned to mitigating customer data security and privacy risks on all financial service platforms, including digital banking solutions. BCA continuously improves the information technology (IT) security system to anticipate the threat of cyber-crime and prevent mistreatments or fraud.

BCA continues to improve IT security systems following international standards. Since 2016, BCA's Data Center Network Services and Data Center Operations Services have attained ISO / IEC 27001: 2013 certification.

BCA is committed to conducting ethical business following the applicable regulations. For that reason, BCA implements integrated mechanisms to prevent fraud and other financial misconducts, such as corruption or anti-fraud, technological crimes in the financial sector or digital fraud, money laundering, and financing of terrorism.

BCA has an Anti-Fraud Bureau that is responsible for monitoring each fraud incident, and its treatment and settlement process. BCA also has a Compliance Unit responsible for implementing the Anti-money Laundering and Combating the Financing of Terrorism Program (AML and CFT). The Enterprise Security Work Unit (SKES) routinely monitors and evaluates information technology security.

Prevention of fraud and financial misconducts are carried out through various policies and procedures, as well as monitoring and identification system including risk management. In the procurement process, BCA continues to increase awareness in preventing bribery. BCA also regularly audits all branch offices within 3 years (prioritized scheme based on assessment results). Also, BCA actively carries out education and socialization. To the employees, BCA educates about AML and CFT, as well as anti-fraud, among others through educational e-learning, comics, and videos. Besides, as a preventive measure, BCA also informs customers about the anti-fraud.

BCA has a whistleblowing system policy to detect corruption and fraud. In 2020, there was 22 complaints of fraud, which originated from the disclosure of fraud or violations through the whistleblowing system. All complaints have been followed up and solved by BCA.