Customer Complaints Handling Procedures

Customer could submit suggestion for improvement, a complaint or compliment, through our Customer Service team by email at CS.Cat.Financial.Indonesia@cat.com or via phone at 021-29392999.

Verbal complain will be responded no later than 5 business days after the complaint has been made. Written complaint will be responded no later than 20 business days after the complaint together with its supporting document have been submitted to us.

In making the complaint, the Customer must also submit the following documents:

1. Customer’s identity
2. Power of attorney (if the complaint is made by a party other than the Customer)
3. Brief description on the complaint
4. Copy of financing agreement
5.  Other supporting documents