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The Complaint Holding Letter is a critical business document used in the Indonesian market to manage customer complaints effectively and maintain compliance with local consumer protection regulations. This document should be issued promptly upon receiving a formal complaint, typically within 1-3 business days, to acknowledge receipt and demonstrate the company's commitment to resolution. The letter serves multiple purposes: it confirms receipt of the complaint, provides a reference number for tracking, outlines the expected investigation timeline, and establishes a formal communication channel with the complainant. In Indonesia, where consumer rights are protected under Law No. 8 of 1999 and various sector-specific regulations, a properly structured Complaint Holding Letter helps organizations maintain compliance while managing customer expectations. It's particularly important in regulated industries where specific timeframes for complaint acknowledgment are mandated by law.

1. Letter Header: Official letterhead including company name, address, and contact details

2. Reference Number: Unique identifier for the complaint and correspondence

3. Date: Date of the letter issuance

4. Recipient Details: Complainant's name and complete address

5. Subject Line: Clear indication that this is a complaint acknowledgment

6. Complaint Reference: Specific reference to the complaint received, including date and method of receipt

7. Acknowledgment Statement: Formal acknowledgment of the complaint receipt

8. Investigation Notice: Statement about the ongoing investigation process

9. Timeframe: Expected timeline for response or resolution

10. Contact Information: Details of the person/department handling the complaint

11. Closing Statement: Professional closing with appreciation for patience

12. Signature Block: Name and position of the authorized signatory