Indonesia Financial Inclusion Support Framework – Country Support Program

Project Overview

The CPFL activities include assessment and implementation support for improving the capacity of the system for financial customer care (information, enquiries and complaints) based on international best practices, such that it can achieve relevant ISO standards if required. The system aims to serve the public more transparently and accountably, particularly for consumers who use products and services in the financial sector. Further, a roadmap is to be developed for the implementation steps and resources required to achieve the ISO 9001::2008 Quality Standards for the FCC system. Capacity building workshops to be conducted in Jakarta highlighting technology trends, ISO awareness and quality audit as well as implementation of the recommendations provided.

Project details