Complaint Handling Procedure

We are here to help

PT CGS International Futures Indonesia is committed to resolving your complaint through direct and clear communication. Contact us, and we will listen to you, understand your problem, and respond with a solution.

You can contact us by phone at 021-51510767, or visit our office.

Committed to bringing solutions

In line with our commitment to providing fully regulated, high-quality services and a flawless investment journey under the supervision of BAPPEBTI, we take your experience with us seriously. Please contact us if you have any complaints, and we will do our best to resolve them promptly. You can also follow the official complaints procedure outlined below.

Email: jk.csfutures@cgsi.com
BAPPEBTI complaint link: pengaduan.bappebti.go.id

Customers and/or their proxies submit complaints to PT CGS International Futures Indonesia either via electronic media and/or by coming to the PT CGS International Futures office. If via electronic media, you can contact the hotline as follows:

1. Phone Number: 021-51510767
   Email: jk.csfutures@cgsi.com
2. The Administrator of PT CGS International Futures Indonesia will direct and assist Customers and/or their proxies to submit complaints via the www.cgsfutures.co.id page and click the Complaints tab located at the top of the website and also can be submitted via the BAPPEBTI Online Complaints System on the page https://pengaduan.bappebti.go.id
3. Customers and/or their proxies can create a Complaints account and fill in personal data and information also submit complaints by uploading documents at least include:
   • a. Chronology or description of the complaint clearly and in detail;
   • b. Customer Identity;
   • c. Proof of Fund Transfer; and
   • d. Special Power of Attorney/Proxies on stamped paper signed by the Customer and/or their Attorney/Proxies (if authorized).
4. The Commodity Futures Trading Supervisory Agency (BAPPEBTI) verifies customer complaints and provides approval/rejection of complaints no later than 2 (two) working days after the customer's complaint documents are declared complete.
5. Bappebti will forward the Complaint to PT CGS International Futures Indonesia for further resolution through a deliberation process to reach a consensus.
6. The maximum time period for handling customer complaints is 21 (twenty one) working days after Bappebti gives approval for receipt of the customer complaint.
7. If the process of resolving Customer Complaints at Futures Broker level reaches an agreement, then Customer Complaint is declared complete and if no agreement is reached, next resolution process will be through Mediation at the Futures Exchange.
8. If the process of resolving Customer Complaints at the Futures Exchange level reaches an agreement, then the Customer Complaint is declared complete and if the process of resolving complaints at the Futures Exchange level does not reach an agreement, the next resolution process can be through the Commodity Futures Trading Arbitration Board (BAKTI) and/or the South Jakarta District Court.

For further assistance, please contact: 021-51510767 | Email: jk.csfutures@cgsi.com