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Training provided annually to all relevant customer employees about financial protection
Company Practices 2023-2024 In support of its financial protection program, Bank regularly provides training related to Cross-Selling and Banking Business Operations for front-line employees, ensuring they have standardized knowledge of products and services for customers. Additionally, the Learning and Management Development (LMD) unit conducts workshops and training sessions on handling customer complaints and resolving disputes within the financial services sector.
Standalone advertisement policy with an oversight body, and training for relevant employees
Company Practices 2023-2024 BTN has established an advertising policy and conducted several workshops/trainings related to advertising, including the following:
  1. State-Owned Enterprises (BUMN) Influencer Workshop: A training session focused on learning effective techniques for creating advertisements and content. This workshop was attended by representatives from each regional office.
  2. Media Handling Training: Media handling training is a program designed to equip individuals or organizations with effective communication skills when interacting with the media. The main objectives of this training are to enhance reputation, prevent miscommunication, and build public trust. It was attended by BTN Regional Office Heads and Branch Heads.
Standalone debt collection policy with well-defined procedures, and training for relevant employees
Company Practices 2023-2024 Bank has a structured collection procedure and provides training and education to the collection unit through a Debtor Coaching Process, which includes:
  1. Educating debtors via phone calls, voice notifications, messaging blasts, or other communication technologies to remind them of their obligations before the due date.
  2. Updating debtor information in the Bank’s Collection Management System, including new debtor data, payment commitments, and debtor coaching history.
  3. Conducting collections through visits, phone calls, or other communication technologies to remind debtors of the consequences of failing to meet their obligations and to identify any issues they may face.
  4. Issuing written warning letters to defaulting debtors, outlining the outstanding obligations and the consequences if they fail to meet their responsibilities within the given timeframe.
  5. Marking collateral property as part of the coaching process for debtors who are unreachable or demonstrate bad faith, especially in cases where the collateral, such as a house, is vacant.
Benefits cover all employees
Company Practices 2023-2024 In addition to the monthly salary, the Bank provides various benefits to employees, including:
  1. Medical Assistance Facilities
  2. Regular Health Check-ups
  3. Bereavement Support
  4. Car Ownership Program (COP)
  5. Employee Loan/Financing (Employee Welfare Credit)
  6. Disaster and Emergency Relief Support
  7. Communication Allowances
  8. Housing Facilities
  9. Location Allowance (Cost of Living Adjustment)
  10. Daycare Facilities
  11. Employee Wellness Program
  12. Respectful Workplace Policy
Employee engagement survey results
Company Practices 2023-2024 The Employee Engagement Survey is conducted annually, with the assessment for the past three years as follows:
2021 2022 2023
88 88,5 86
The scope of this measurement consists of 17 categories, namely:
  1. Benefits
  2. Pay
  3. Performance Management
  4. Talent Management
  5. Learning & Development
  6. Leadership
  7. Empowerment
  8. Supervision
  9. Collaboration & Teamwork
  10. Customer Focus
  11. Efficiency
  12. Competitiveness
  13. Change
  14. Wellness & Stress
  15. Innovation
  16. Sustainable Engagement
  17. Retention
In 2023, BTN conducted another assessment, achieving a final score of 86. This score is 3 points higher than the average score of Financial Services Global Companies. The three most prominent areas in this survey were related to Learning & Development, Customer Focus, and Innovation. The Bank will continue to innovate in developing programs that enhance Employee Engagement, in line with the Bank’s Employee Value Proposition (EVP), which is Learn, Grow, Contribute & Engage.
Customer Ombudsman & Independent internal complaint review body with well-defined procedures and/or targets
Company Practices 2023-2024 BTN, in collaboration with the Ombudsman, has agreed to synergize efforts to improve customer complaint management. This demonstrates BTN's commitment to enhancing the quality of its services for banking customers by accelerating the resolution of public reports received by the Ombudsman of the Republic of Indonesia and optimizing the resolution of public complaints related to BTN’s business activities that may cause customers to feel disadvantaged.
loan modification options that include income-based considerations and customer access to escalation options
Company Practices 2023-2024 For debtors who demonstrate good faith in continuing their credit but face difficulties in fulfilling their obligations due to a decline in financial capacity and/or an increase in living expenses, the Bank may offer credit relief by providing credit restructuring options.
Board level committee with oversight of complaint reviews
Company Practices 2023-2024 The Board of Directors and Commissioners play an active role in supporting the resolution of customer complaints through Board of Directors Meetings and joint meetings between the Board of Directors and Commissioners. This reflects the commitment of BTN's top management to optimizing the resolution of public complaints related to the Bank’s business activities.
Partnerships with financial education organizations with evidence of targeted initiatives for specific demographics
Company Practices 2023-2024 In 2023, the Company collaborated with institutions to provide education and certification programs aimed at improving financial literacy and inclusion through initiatives such as the "Santri Developer" and "Millennial Developer" programs. In 2024, the Company will continue these financial literacy and inclusion programs, with regular quarterly reporting, including submissions to regulators.
Provides financial education from accredited institutions to customers through multiple platforms
Company Practices 2023-2024 The Company fulfills its obligations to stakeholders and the Financial Services Authority (OJK) in accordance with regulations, particularly regarding the transparency and publication of both financial and non-financial conditions. Other information provided aims to support information disclosure, financial education, and public services. The Company has also developed reports related to Financial Literacy and Inclusion, including:
  1. 2023 Financial Literacy and Inclusion Activities Report: submitted quarterly (March, June, September, December).
  2. 2024 Financial Literacy and Inclusion Activities Plan: submitted in November 2023.
Provides financial education directly to customers through in-person interactions or events
Company Practices 2023-2024 In 2023, the Company collaborated with BTN Partner Vocational Schools to provide support in the form of replica outlets. The development of the Mini Bank is part of BTN's Social and Environmental Responsibility (TJSL) program, aimed at promoting financial inclusion. The Mini Bank program plays a crucial role in enhancing financial literacy for high school and vocational school students, while also supporting the improvement of teaching quality through practical learning and the provision of Mini Bank facilities by BTN. This program has been initiated at more than 30 educational institutions, significantly contributing to the education sector by enhancing the learning process through hands-on practice, which previously focused solely on theory.
2024, BTN will continue this program to further increase customers' financial knowledge and their ability to utilize financial products and services through the BTN Mini Bank.
Provides financial education that is tailored to different demographic groups
Company Practices 2023-2024 In 2023, the Company provided training and introduced property concepts to university students through the "Developer for Millennial" program, which was conducted in Jember, Palembang, and Banda Aceh. In 2024, the "Developer for Millennial" program was rebranded as "Developer Muda" and integrated into the ESG Champion program under the Company’s Social and Environmental Responsibility (TJSL) initiative in the education sector. The program has been conducted in two batches, with Batch 1 held in Pekanbaru benefiting 85 participants, and Batch 2 in Surabaya benefiting 440 students.
Complaint growth
Company Practices 2023-2024 In 2023, the Company successfully resolved 99.83% of customer complaints. As of the third quarter of 2024, the Company has resolved 96.43% of customer complaints. These complaints covered a range of issues, including fund collection, fund disbursement, partnership products, and payment systems.
Scope of support for degree programs and certifications
Company Practices 2023-2024 BTN has provided training and certification programs for employees with the following details:
  1. From 2023 to the present (2024), Bachelor's degrees (S1) were granted to 14 employees in fields such as Business & Management, Finance, Communication Science, Information Systems, and Business Administration.
  2. From 2023 to the present (2024), domestic Master’s degrees (S2) were provided to 10 employees in fields such as Information Technology, Accounting, Business Administration, and Management.
  3. From 2023 to the present (2024), overseas Master’s degrees (S2) were awarded to 13 employees in programs including MBA, Business Innovation, Data Science, Management & Finance, Commerce, Law & LLM, and Public Policy & Management.
In terms of certifications:
  1. Risk Management Certification Level 4: 2,743 employees certified from the required 2,900 employees (95%), with ongoing efforts to complete certification for the remaining employees. This certification is required for non-executive officers in Risk Management, Compliance, Internal Audit, and key operational units responsible for decisions involving risk, such as credit/financing, treasury, IT, and finance.
  2. Risk Management Certification Level 5: 417 employees certified from the required 425 employees (98%), with ongoing fulfillment. This certification is required for executive officers.
  3. Risk Management Certification Level 6: 9 employees certified, fully meeting the requirement (100%). This certification is mandatory for members of the Board of Commissioners.
  4. Risk Management Certification Level 7: 14 employees certified, exceeding the requirement of 7 employees (100%). This certification is mandatory for members of the Board of Directors.
  5. Human Capital Certification Level 4: 46 employees certified from the required 73 employees (63%), with certification efforts continuing. This certification is required for L3 in the Human Capital Directorate.
  6. Human Capital Certification Level 6: 16 employees certified from the required 22 employees (73%), with ongoing efforts to complete the remaining certifications. This certification is for L1 and L2 in the Human Capital Directorate.
  7. Treasury Dealer Certification Level 5: 23 employees certified from the required 25 employees (92%), with ongoing certification for the remaining employees. This certification is required for staff-level positions.
  8. Treasury Dealer Certification Level 6: 14 employees certified from the required 16 employees (87.5%), with certification efforts ongoing. This certification is required for Department Heads.
  9. Treasury Dealer Certification Level 7: 3 employees certified, fully meeting the requirement (100%). This certification is mandatory for Directors and Division Heads.
Employee training on diversity policy support by senior executive
Company Practices 2023-2024 BTN has conducted training on diversity policies through the internalization program of the Respectful Workplace Policy (RWP) during the period of March 26 to April 4, 2024. The program was attended by 91.20% of employees, or 10,975 out of a total of 12,034 employees. The participation details are as follows:
  1. Head Office: 91.49% or 3,171 employees out of 3,466.
  2. Regional Office 1: 92.15% or 1,703 employees out of 1,848.
  3. Regional Office 2: 83.89% or 1,349 employees out of 1,608.
  4. Regional Office 3: 94.77% or 1,286 employees out of 1,357.
  5. Regional Office 4: 92.32% or 1,322 employees out of 1,432.
  6. Regional Office 5: 92.99% or 1,221 employees out of 1,313.
  7. Regional Office 6: 91.39% or 923 employees out of 1,010.

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Provides material benefits to facilitate diversity and inclusion, and sets quantitative diversity target in recruitment process
Company Practices 2023-2024 As part of its efforts to enhance workforce diversity, BTN is committed to developing programs that support diversity and inclusion by providing dedicated recruitment pathways for persons with disabilities and a Regional Leader Development Program. In 2024, BTN successfully recruited 17 employees with disabilities through independent recruitment and the Joint Recruitment of State-Owned Enterprises (RBB) for persons with disabilities, demonstrating its tangible commitment to this initiative.
Job-specific development training programs
Company Practices 2023-2024 Bank BTN has provided training specifically focused on job-specific skills by offering a program on Supervision of Governance and Operational Risk for the following positions:
  1. Branch Managers (KC and KCS)
  2. Deputy Regional Managers (Service & Collection)
  3. Deputy Branch Managers (Service & Collection)
  4. Regional Human Capital & Service Heads
  5. Operation Heads
  6. Regional Business Control Heads
Through the implementation of this training program, the Bank aims to ensure that risk management within each unit is well-controlled, minimizing any deviations—whether intentional or unintentional. This initiative underscores BTN's commitment to enhancing governance and operational risk management within its operations.
Comprehensive succession planning & development programs at multiple levels
Company Practices 2023-2024 The Board of Directors is highly optimistic about the future of Bank BTN, supported by a succession plan and a more targeted and sustainable career development program for its employees. The Bank has formulated a comprehensive strategy to ensure that every employee has a clear career development path and opportunities to become successors in key positions. This program is designed to nurture top talent, preparing them to face future challenges and ensuring the sustainability of strong leadership. With a continued investment in human resource development, the Bank is confident that it will continue to grow and maintain a competitive edge in the banking industry.
Sector leading innovation inmobile/online distribution targeting underserved demographics
Company Practices 2023-2024 The Bank has the capacity to provide data on the distribution of BTN Mobile users across various regions, including specific strategic areas. This information is based on connectivity data obtained from Branch Offices (KC) and Sub-Branch Offices (KCP), enabling more effective mapping of service reach.
In addition, the launch of Online Onboarding at the Bank allows customers to open accounts quickly and access services from anywhere using BTN Mobile.
Points of reach of financial services
Company Practices 2023-2024 The Bank has the capability to provide extensive distribution of digital channels, including strategic locations for EDC machines, BTN QRIS, and ATMs that collaborate with HIMBARA through ATM LINK. The Bank is also part of various national switching networks such as Prima, ATM Bersama, and others.
With this distribution, the Bank can ensure easy access to digital banking services for customers in various regions, thus supporting the efficient and inclusive increase in financial transactions.
Sector leading innovation in alternative branchless distribution channels targeting underserved demographics
Company Practices 2023-2024 The Bank has a distribution network of BTN Branchless Agents (Agen BTN) spread across Indonesia, with a total of 4,800 agents, representing a 68% increase from January 2024 to October 2024. This information includes strategic locations in various regions, supporting the optimization of banking services that reach communities in remote areas of the country.
Global leader in terms of business targeting underserved communities
Company Practices 2023-2024 In 2023, the Company was entrusted with the largest share in the distribution of subsidized housing finance (KPR Subsidi). As of September 30, 2023, the Company's market share in the subsidized housing finance sector reached 83%, while its overall market share in housing finance was 39%. In 2024, the Company will continue its subsidized housing finance program aimed at low-income communities, with updates to be provided in the Company's Annual Report for the 2024 financial year.