The Complaint Handling Mechanism On The ICDX & ICH

Filing a complaint to the Exchange can only be made by the customer or the customer representative acting for and on behalf of the customer. The Customer may lodge a complaint to the Exchange in the following ways :

1. STAGE - 1

doing complaints to a futures broker

"Every Complaint shall be stipulated prior to its handling by the Futures Broker."

(Article 5 paragraph (1) Regulation Head of Coftra No.125 Year 2015)

complaint in the future broker's office

Complaint in the Futures Broker's Office in writing shall be fullfiled by at least documents, among others :

(Article 7 paragraph (2) Regulation Head of Coftra No.125 Year 2015)

  1. Chronological or Complaint Description;
  2. Photocopy of Customer's identity;
  3. Power of Attorney, if the Complaint is made by attorney;
  4. Photocopy of the Mandate Agreement;
  5. Photocopy of Daily Transaction Report; and
  6. Photocopy of Transfer Proof

Results of the Complaint Handling at the Broker's Office

Any Results of the Complaint Handling at the Broker's Office shall at least contain :

(Article 12 paragraph (2) Regulation Head of Coftra No.125 Year 2015)

  1. Complaint Register Number
  2. Problems raised; and
  3. Results of Complaint Handling with explanations and reasons sufficient.

"The Futures Exchange can only handle the Complaint, after the Complaint is sought to settle it first by the Futures Broker".

(Article 15 paragraph (1) Regulation Head of Coftra No.125 Year 2015)

ONLY COMPLAINTS THAT HAVE THE ELEMENTS OF LEGAL REQUIREMENTS CIVILITY CAN BE PROCEED TO THE FUTURES EXCHANGE

2. STAGE - 2

application of customer complaint to icdx

"Complaint to the Futures Exchange may only be made in writing by the Customer or their Attorney directly to the Futures Exchange, by registered mail or via e-mail."

(Article 17 (1) Regulation Head of Coftra No.125 Year 2015)

If you make a written Complaint to the ICDX, it must be fullfield by at least the following documents :

(Article 17 paragraph (2) Regulation Head of Coftra No.125 Year 2015)

  1. Chronological or Complaint Description;
  2. Result of Complaint Handling from Futures Broker;
  3. Photocopy of Customer's identity, including phone number The Customer or his / her attorney who can be contacted;
  4. Power of Attorney, if the Complaint is made by a power of attorney Customer;
  5. Photocopy of the Mandate Agreement;
  6. Photocopy of Transaction Daily Report.

ICDX shall submit Proof of Receipt of Complaint to Customer or his/her attorney made the complaint, which shall be at least contain :

(Article 19 paragraph 2 Regulation Head of Coftra No.125 Year 2015)

  1. Complaint registration number;
  2. Date of receipt of Complaint;
  3. Name and identity of the Customer;
  4. The name and telephone number of the Futures Exchange officer receive a Complaint; and
  5. Brief Description of Complaint.

application of customer complaint to icdx

ICDX clarifies complaints made by the Customer or their Attorney to the Futures Broker, within 14 (fourteen) working days and may be extended under certain conditions within 14 working days.

(Article 20 paragraph (1),(2)& (3) Regulation Head of Coftra No.125 Year 2015)

icdx clarify the Complaint

ICDX is obliged to clarify the Complaint made by the Customer or his Attorney to the Futures Broker.

(Article 20 paragraph (1) & (2) Regulation Head of Coftra No.125 Year 2015)

Clarification as intended shall be settled within 14 (fourteen) working days after the period referred to expire. In the event of certain conditions, ICDX may extend the period as referred to in paragraph (2) no later than 14 (fourteen) working days.

ICDX makes a resume of Complaint on the basis of Complaint submitted by the Customer or its Attorney and the clarification result from the Futures Broker to be used as material for Mediation consideration and examination of Complaint by the Futures Exchange.

(Article 20 paragraph 1 Regulation Head of Coftra No.125 Year 2015)

icdx clarify the Complaint

Mediation disputes through Mediation are provided only by ICDX and implemented by Mediators prepared by ICDX

(Article 22 paragraph 1 & 3 Regulation Head of Coftra No.125 Year 2015)

icdx Mediation shall be completed

Mediation shall be completed within a period of no later than 14 (fourteen) working days after the Clarification Resume is completed. In the event of certain conditions, the mediator may extend the term referred to at the latest within 14 (fourteen) working days.

(Article 24 paragraph 1 & 2 Regulation Head of Coftra No.125 Year 2015)

In case of settlement of dispute through Mediation is an agreement, then the Customer and Futures Broker make a deal agreement.

(Pasal 20 ayat 1 Perka Bappebti No.125 Tahun 2015)

The deal agreement in Mediation is final and binding.

In the event of dispute settlement through mediation has not reached any reconciliation, then the Customer shall settle the dispute in accordance with the choice of place of dispute settlement clause in the Mandatory Agreement

(Article 25 Paragraph 2 Regulation Head of COFTRA No. 125 Year 2015)

In the case of parties not implementing the peace agreement as referred to in Article 25 paragraph (4) Regulation Head of Coftra No.125 Year 2015 is the Customer, the Customer may not file a Complaint in accordance with the provisions of this Regulation Head of Bappebti.

(Article 25 Paragraph 5 Regulation Head of Coftra No.125 Year 2015)

In the case of a Person not implementing the peace agreement as referred to in Article 25 paragraph (4) Regulation Head of Coftra No.125 Year 2015 is a Futures Broker, the Complaint shall be processed in the next stage in accordance with the provisions of this Regulation Head of Coftra

(Articel 25 Paragraph 6 Regulation Head of Coftra No.125 Year 2015)

ICDX is obliged to conduct Investigation on the Complaint, if the result of mediation does not happen deal agreement.

(Arthicel 26 Paragraph 1 Regulation Head of Coftra No.125 Year 2015)

In the event of a Report on the Result of Investigation on Complaint, it is found that the violation of the provisions of the rules of the Futures Trading Regulation as referred to by the Futures Exchange shall be obliged to impose administrative sanctions on the Futures Broker in accordance with the rules and regulations of the Futures Exchange.

(Arthicel 31 paragraph (1) Regulation Head of Coftra No.125 Year 2015)

In the event that the Report on the Result of the Investigation on Complaint there is no violation of the provisions of the rules of the futures trade as meant, the Futures Exchange shall deliver the Complaint Handling Result in writing to the Customer or their Attorney

(Article 32 paragraph (1) Regulation Head of Coftra No.125 Year 2015)




ICDX MEMBER