1. How to read this IDR Supplement Agreement

The terms set out in the Customer Agreement apply to your use of our Services. This Supplement, which sets out the terms in relation to any transfer from Indonesian Rupiah, is a supplement to, and must be read together with, the Customer Agreement.

In the event of any conflict between the Customer Agreement and this Supplement, the provisions in this Supplement prevail.

This supplement contains 6 sections. The headings are for reference only. Underlined words in this Agreement contain hyperlinks to further information.

2. About TransferWise and our partner

2.1 Our company information. TransferWise Limited is a company incorporated under the laws of England and Wales with company number 07209813 ("TransferWise", "we", "us", or "our" as applicable).

2.2 Our UK Registered office. Our registered office is 6th Floor, TEA Building, 56 Shoreditch High Street, London, E1 6JJ, United Kingdom.

2.3 Authorization to perform money transfer from Indonesia Rupiah. We partner with PT SYAFTRACO, a Bank Indonesia money transfer license holder No. 11/5/DASP/2 with address at Gedung Victoria 3rd Floor Jl. Sultan Hasanudin No. 47-50 Kebayoran Baru, Jakarta Selatan in order to provide you with money transfer services involving Indonesia Rupiah as the source currency.

3. Who can use our Services

3.1 You must hold a bank account in an Indonesian bank. You agree to only use money held in your bank account with an Indonesian bank or other payment method authorised in Indonesia that is supported by TransferWise to fund the payment order. By completing a payment order involving Indonesian Rupiah as the source currency, you agree you exercise legal authority and control over the funds in such bank accounts.

4. Sending money

4.1 Information you need to provide to set up a payment order. To set up a payment order via your TransferWise Account, you need to provide certain information to us including (a) the full name of your recipient, (b) your recipient’s bank account details or their TransferWise Account details, (c) amount to be transferred and d) additional documents when exceeding monthly foreign exchange purchase / transfer limit as set out in 4.2.

Authorisation you need to provide to set up a payment order. When creating a payment order you agree to the Authorization Page.

4.2 Payment order limits. In accordance with Bank Indonesia Regulation No. 18/20/PBI/2016 on Non-Bank Foreign Exchange Business Activities and Bank Indonesia Circular Letter No. 18/42/DKSP 2016 concerning Non-Bank Foreign Exchange Business Activities, you agree that you will not purchase foreign exchange using Indonesian Rupiah or send money from Indonesian Rupiah more than USD 25,000 or its equivalent value in any other currency), using TransferWise or any other company cumulatively within one calendar month. This limit applies to each individual person or entity. If you exceed this limit, you will be required to provide us with additional documents, including documentation relating to such transactions and any other supporting documents we may request.

5. Language

5.1 This Agreement has been prepared in both English and Bahasa Indonesia. In the event of any discrepancy between the English and Bahasa Indonesia versions of this Agreement, the Bahasa Indonesia version shall prevail.

6. Complaints

6.1 To make a complaint, please send us an email to complaints-team@transferwise.com and include:

  • your TransferWise membership number (beginning with P)
  • the payment order number(s), if your complaint is about a specific transfer
  • what your complaint is about
  • what you’d like us to do to fix it

6.2 What happens after I make a complaint. TransferWise will:

  • email you that we got your complaint
  • ask for any extra information, if we need it
  • investigate your case and your concerns, referring to the Terms and Conditions
  • email you to explain what actions we took and why

We’ll look into your case as quickly as possible, and will endeavour to send you a final response within 20 (twenty) business days. In some cases, we can take up to 40 (forty) business days to check your case.

6.3 What if my complaint has not been resolved or has not been responded. If your complaint has not been resolved or responded , you can forward your complaint to Bank Indonesia:

  • Phone: Call Center BICARA 1500 131.
  • Email: bicara@bi.go.id
  • Faximile: (021) 2311901
  • Letter:
    • a. For customers residing in DKI Jakarta, Kabupaten/Kota Bekasi, Kabupaten/Kota Bogor, Kabupaten Karawang, and Kota Depok area, the address is: Departemen Kebijakan dan Pengawasan Sistem Pembayaran Kompleks Perkantoran Bank Indonesia, Gedung D Lantai 5 Jalan M.H. Thamrin No. 2, Jakarta 10350;
    • b. For customers residing outside the areas mentioned above, mail can be addressed to the closest Bank Indonesia representative office.