The Complaint Inquiry Letter is a essential business document used in Indonesia when formal documentation of a grievance or dispute is required. It serves as the primary method for consumers and businesses to initiate formal complaint procedures under Indonesian consumer protection laws, particularly Law No. 8 of 1999 and related regulations. The document typically includes detailed information about the complaint, reference to previous communications, supporting evidence, and specific requests for resolution. The Complaint Inquiry Letter can be used in various contexts, from simple consumer disputes to complex business-to-business issues, and may serve as evidence in subsequent legal proceedings if the dispute escalates. It should be drafted with careful attention to detail and formal Indonesian business correspondence requirements, as it often forms the foundation for further dispute resolution processes.
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1. Header Information: Complete letterhead, date, reference number, and formal addressing details including recipient's full name, title, and organization
2. Subject Line: Clear and specific subject line referencing the complaint matter and any relevant reference numbers
3. Opening Salutation: Formal greeting appropriate to the recipient's position and cultural context
4. Introduction: Brief introduction identifying the writer and establishing the purpose of the letter
5. Complaint Context: Background information about the product/service and when/where it was purchased or provided
6. Complaint Details: Specific description of the issue, including relevant dates, times, and impact
7. Previous Communication: Summary of any previous attempts to resolve the issue
8. Action Request: Clear statement of the desired resolution or response
9. Closing: Professional closing statement with timeline for expected response
10. Signature Block: Complete contact information and formal signature
1. Legal Rights Reference: Reference to specific consumer protection laws when dealing with serious violations
2. Financial Impact Statement: Detailed breakdown of financial losses or damages when monetary compensation is sought
3. Third Party Involvement: Information about any third-party assessments or expert opinions when technical issues are involved
4. Urgency Statement: Section emphasizing time-sensitive nature when immediate action is required
5. Carbon Copy (CC) List: List of other parties receiving copies when escalation to regulatory bodies is needed
1. Purchase Documentation: Copies of receipts, invoices, or contracts related to the purchase
2. Communication Records: Copies of previous correspondence, emails, or chat logs regarding the complaint
3. Evidence Documentation: Photographs, videos, or other evidence documenting the issue
4. Technical Reports: Any relevant technical assessments or expert evaluations
5. Timeline of Events: Chronological listing of all relevant events and communications
Relevant legal definitions
Clauses
Relevant Industries
Retail
E-commerce
Banking and Financial Services
Telecommunications
Healthcare
Transportation
Hospitality
Manufacturing
Real Estate
Insurance
Education
Professional Services
Utilities
Technology Services
Relevant Teams
Legal
Customer Service
Compliance
Quality Assurance
Operations
Risk Management
Public Relations
Customer Experience
Regulatory Affairs
Consumer Relations
Dispute Resolution
Corporate Communications
Relevant Roles
Customer Service Manager
Legal Counsel
Compliance Officer
Consumer Relations Specialist
Quality Assurance Manager
Operations Manager
Customer Experience Director
Risk Management Officer
Regulatory Affairs Manager
Public Relations Manager
Branch Manager
Customer Care Executive
Dispute Resolution Specialist
Business Unit Head
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