03 Company at a Glance
04 Management Discussion and
Analysis on Companys Performance 05
Review of Business Support Function
01 Main Highlights
02 Management Report
As a form of the corporate culture implementation in terms of giving care to the corporate environment, the
implementation of Mandiri Edukasi programs involves any ranks of Bank Mandiri in all regional offices in
Indonesia. Until 2016, this program has been attended by more than 25,000 students and 4,500 students
spread across Indonesia.
b. Scholarship programs and Educational Support Facilities
Besides Mandiri Edukasi, Bank Mandiri consistently provides aid in the form of Beasiswa Mandiri Prestasi
to Elementary School students until S1 degree that achieve outstanding performance but has limited
financial capabilities as well as support for the means of educational facilities. The distribution of scholarship
programs and support of educational facilities has always cooperated with educational institutions and
credible educational fund management institution.
In 2016 the scholarships and educational support facilities implemented through cooperation with
various parties, including: a. Cooperation Commitment to disburse scholarship
with the University of Technology Sumbawa amounting to Rp300 million.
b. Cooperation Commitment to disburse scholarship with the Polytechnic of Jember amounting to
Rp240 million. c. Cooperation Commitment to disburse scholarship
with the Open University amounting to Rp1,2 billion.
d. Construction of new classrooms for Islamic Elementary School SDIT Al Baisuny Kokop
Bangkalan worth to Rp150 million. Through this partnership, Bank Mandiri aid that
has been given can be used both by students and scholarship recipients to assist in education as well as
providing motivation.
Financial Literacy Program
The implementation of the third pillar of Bank Mandiri CSR, Financial Literacy, implemented through various consumer
education activities in particular and society in general. The operational implementation of this program is synergized with
working units and business processes in Bank Mandiri which has aligned with the financial inclusion policies of FSA. Through this
program, Bank Mandiri expects that society knowledge can be more open, especially on banking services and other financial
services products industry in order to optimize the achievement of financial goals on an ongoing basis.
Other CSR Programs
In addition to the three main pillars of the implementation of the companys CSR activities, Bank Mandiri distributes
other social assistance to stakeholders around the companys operations environment by regarding to the good corporate
governance principles, among other things:
1. Mandiri Peduli Kesehatan
Mandiri Health Care Program intends to improve the quality of life implemented in the form of a free treatment
program, supports treatment cost for chronic diseases, distribution of health facilities and ambulance assistance.
A few examples of Mandiri Health Care Program implementation are: commitment of delivering ambulance
units to RSUD Sleman, Yogyakarta amounted to Rp250 million, commitment of delivering ambulance units to the
Royal Prima Hospital, Medan amounted to Rp450 million and commitment of delivering health motor aid to the
District government Atambua, NTT amounted to Rp100 million. The previous aids are in form of companys concern
on the provisions of health services required by the society.
2. Mandiri Peduli Sarana Umum dan Ibadah
Distribution of of public facilities assistance and worship is a CSR activities of Bank Mandiri carried out in the
form of development and renovation of public facilities, construction and renovation of houses of worship, support
of religious festivities, as well as economic assistance for the less fortunate.
During 2016, Bank Mandiri carried out the renovation and construction of public facilities whose existence benefits
the community. Another form of implementation of this program is the provision of worship place, as well as the
renovation and construction of houses of worship across Indonesia.
In order to welcoming Eid 2016, Bank Mandiri has dispatched more than 500 homecomers from Jakarta to
Central Java and East Java by using buses and trains. This homecoming activity is an attempt from Bank Mandiri to
help people who would like to celebrate Eid with family in their hometown.
3. Mandiri Peduli Bencana
As a form of Bank Mandiri’s concern to the numerous disasters occurred in Indonesia, during 2016 Bank Mandiri
provides emergency assistance to all flood victims at Garut, Solo and Madiun.
In carrying out social responsibility in the field of communities, Bank Mandiri has spent a total cost up to Rp1,674,884,059 to build places of worship, as many as Rp3,225,000,000 to build health facilities and amounted to Rp19,947,675,984 to build public facilities.
10 Consolidated Financial
Statements 09
Cross Reference of Annual Report
Award 2016 Criteria 08
Corporate Social Responsibility
07 Integrated Corporate
Governance 06
Corporate Governance
Social Responsibility to the Product and the Customer
Recognizing Bank Mandiri business activities that engaged in the banking sector, Bank Mandiri considers that all customers of Bank Mandiri is one of the
important external stakeholders to spearhead the sustainability of company’s operational activity.
Therefore, Bank Mandiri strives to improve the quality of every product and service provided to give maximum satisfaction
and comfort to all customers. In taking responsibility for the product and the customer, Bank Mandiri always prioritize
one of 3 three Performance Pillar namely Service Excellence as a Bank Mandiris commitment for always prioritizing the
customers needs. In 2016, the commitment and hard work of Bank Mandiri in delivering service excellence to customers has
given satisfactory results by winning the highest award again in the field of Service Excellence of Marketing Research Indonesia
MRI and Infobank Magazine namely:
• The Golden Trophy for Banking Service Excellence, 5 years
in a row 2012 – 2016 •
The Most Consistent Bank in Service Excellence, 7 years in a row 2010 – 2016
• Best Bank Service Excellence, 9 years in a row 2008 – 2016
In addition, Bank Mandiri received The Best in Achieving Total Customer Satisfaction award in the category of Deposit
Account at the Indonesian Customer Satisfaction Award ICSA event, 2016.
Policies
To maintain the number of customers, Bank Mandiri runs the program as well as social responsibility activities in the
field of product and customer by referring to the policies and regulations that applies in Indonesia i.e the Financial Services
Authority Regulation No. 1POJK.072013 regarding Consumers Protection Financial Services Sector and Bank Indonesia
Regulation No. 1010PBI2008 regarding Customer Protection. To complement these regulations, Bank Mandiri also developed
comprehensive guidelines related to the management of customer complaints in the form of Operating Guidelines
Standard SPO Management of Customer Complaints.
Customer Complaints
Based on Bank Indonesia Regulation No.77PBI2005 on Settlement of Customer Complaints, which has been amended
by Regulation No.1010PBI2008 on customer protection, Bank Mandiri attempted to solve any grievances and handle
customer complaints.
Customer Complaint Mechanisms
In responding customer complaints, Bank Mandiri uses the basic principle known as “Welcome Complaint” as a form of Bank
Mandiri’s disclosure in handling complaints, even Bank Mandiri provides many channels that are easily accessible by customers
for submitting complaints, such channels include:
1. Mandiri Call, 24-hour service at 14000. 2. Website on www.bankmandiri.co.id, under the menu
“Contact Us”. 3. E-mail: mandiricarebankmandiri.co.id
4. Twitter: mandiricare 5. Facebook: Mandiri Care
6. WhatsApp at numbers: 0811-84-14000 Telkomsel, 0815-
88-14000 Indosat, 0877-012- 14000 XL. 7. Telegram at numbers: 0811-84-14000 Telkomsel, 0815-88-
14000 Indosat, 0877-012- 14000 XL. 8. Readers letters column in the mass media both print and
electronic. 9. Letter addressed to Bank Mandiri either delivered directly,
by post or facsimile. 10. Come to Bank Mandiri Branch Offices throughout Indonesia.
03 Company at a Glance
04 Management Discussion and
Analysis on Companys Performance 05
Review of Business Support Function
01 Main Highlights
02 Management Report
Flow of Customer Complaints
Officer
Case Single View
Case Isi Field
Submit Promote
Case Single
CRMBranch Receiver Unit
P ro
d u
ct S
erv iceBank
Cu sto
m er
C o
m p
la in
t
Customer
Customer Complaint Handling Process
Monitoring Progress Completion of Customer complaints
Monitoring Progress Submission of Customer Complaint
Media Massa
Branch CCG
CCG
INPUT Telephone,
Email, Fax, Mail, Social Media
Customer Care Services
Group
Customer C
OMPLE TION UNIT
CRM
PROGRESS STATUS
Branch Corporate
Secretary Mass Media
Policy Regarding Handling Resolution Process
So that all customer complaints handled by the quickly and effectively process, Bank Mandiri conducts coordination with the image workflow stages of customer complaints as follows:
As for the brief explanation about flow stages of customer complaints applied by Bank Mandiri are as follows: 1. All of customer complaints received are recorded in the recording system for customer complaints which called CRM Branch.
2. After all customer complaints received, the related units is evaluating based on the flow of Process Complaint of Customer Handling as follows:
At this stage, all complaints that have been received by CRMBranch are subsequently forwarded directly to the related settling units and supervised by the Customer Care Group CCG in order to assure customers that the completion of handling
complaint will be made conform with the Service Level Agreement SLA agreed. Meanwhile, particular complaints that made through the mass media, the CCG coordinate with the Corporate Secretary Group in monitoring the response to the
complaint in related media.
10 Consolidated Financial
Statements 09
Cross Reference of Annual Report
Award 2016 Criteria 08
Corporate Social Responsibility
07 Integrated Corporate
Governance 06
Corporate Governance
As a reflection of service excellence provided by Bank Mandiri to its customers, through the following table shows datas related to resolution and customer complaints that have been made by Bank Mandiri within 2 two years:
Type of Customer Complaints 2015
Number of Complaints 2016
Number of Complaints
Bank InterestProfit Margin 34
8 Penalties
90 31
Administrative FeesProvisionsTransactions 156
81 Failed TransactionsLate Transactions
295,027 209,879
Bill amountAccount Balance 236
11,625 Others
9,883 5,173
Total 305,426
226,797 Resolved Complaints
302,722 221,760
The number of customer complaints handled by Bank Mandiri in 2016 tends to decline, showing that the whole initiative of fixing root-caused customer complaints has been running well in 2016.
No. City
The Schedule Implementation
Topic of Education
Activities
1. Medan 18 May 2016
Financial Planning
Talkshow Radio
19 May 2016 Financial
Planning Talkshow
Corporate 20 May 2016
Financial Planning
Talkshow Public
2. Surabaya 4 August 2016
Financial Planning
Talkshow Corporate
5 August 2016 Security of
Transactions Talkshow
Public 3. Bandung
10 August 2016 Security of
Transactions Talkshow
Radio 11 August 2016
Financial Planning
Talkshow Corporate
12 August 2016 Financial
Planning Talkshow
Public 4. Denpasar
15 September 2016
Financial Planning
Talkshow Corporate
5. Jakarta 5 October 2016
Security of Transactions
Talkshow Radio
6 October 2016 Security of
Transactions Talkshow
Public 12 October 2016
Financial Planning
Talkshow Corporate
19 October 2016 Financial
Planning Talkshow
Corporate 6. Cilegon
21 October 2016 Financial
Planning Talkshow
Corporate To measure the effectiveness of education that has been
delivered, then carried out Educational Effectiveness Survey in 2016. This survey was conducted against a total of 662
respondents who were participants of the educational event Mandiri Ngopi Bareng Sahabat who came from: Medan,
Surabaya, Bandung, Denpasar, Jakarta, Cilegon. Data survey retrieval was conducted by using self-completion questionnaire.
Product Information
To simplify educating customers in understanding all products and services owned by Bank Mandiri, and in order to facilitate
the provision of services and access to its customers, Bank Mandiri had socialize their products by way of:
•
Website www.bankmandiri.co.id
• On site at the nearest branch office
The Implementation of 2016 Activities
In order to realize a high commitment to protect the rights of customers, then throughout 2016, Bank Mandiri has run various
programs and activities of social responsibility in the field of product and customer. The form of policy implementations that
have been made include:
Customer Education
As part of the endeavor to transfer knowledge on banking and banking products to Bank Mandiri customers, in 2016 Bank
Mandiri has implemented the socialization to Bank Mandiri customers by using the following means:
1. Information dissemination onsite in Bank Mandiri branches 2. Information dissemination through the use of flyers,
brochures, billboards, TV, radio, websites, social media and other forms of advertising media
3. The implementation of consumer education activities entitled Mandiri Ngopi Bareng Sahabat in 6 cities with the
following descriptions:
03 Company at a Glance
04 Management Discussion and
Analysis on Companys Performance 05
Review of Business Support Function
01 Main Highlights
02 Management Report
By this survey, it is expected that consumer education conducted by Bank Mandiri will be more effective and efficient.
Customer Satisfaction Survey
To determine how effective the quality of the customer satisfaction level of Bank Mandiri in 2016 is, Bank Mandiri conducted Customer Satisfaction Experience survey for retail and wholesale segment with the following explanations:
1. Customer Satisfaction Experience Survey on Retail segment of Bank Mandiri in 2016
