Lost and Found (L&F) refers to incidents involving lost items or the discovery of unattended items within the Grand Indonesia Mall premises, without any indication of unlawful activity.
- Procedure for Reporting Found Items
- Submission of Found Items: Individuals who find items that do not belong to them ("Found Items") within the Grand Indonesia Mall area are required to hand over to the security personnel.
- Handover Documentation: The person submitting the item ("Reporter") will be asked to provide the following information to the security personnel:
- Date and time the item was found;
- Location where the item was found; and
- Reporter’s personal identification details.
- Procedure for Storage of Found Items
- Found Items that are suspected to be dangerous (e.g., firearms, sharp weapons), illegal (e.g., narcotics/psychotropics), or potentially explosive must not be moved and shall be immediately reported and handed over to the Indonesian National Police for further action.
- Found Items will be stored for a maximum of 30 (thirty) calendar days from the date of discovery. Items that are not claimed within this period will be processed according to Grand Indonesia’s internal policies.
- Found items that meet the following criteria listed below shall be retained only on the day they are found and, accordingly, are excluded from the provisions set forth in point (b) above.
- Used or Unhygienic Personal Items: Items that have been in direct contact with the body and do not comply with hygiene standards. Examples include, but are not limited to, underwear, towels, handkerchiefs, used socks, used shoes or sandals, hair clips, combs, hair rollers, and similar items.
- Items Potentially Containing Bacteria or Organic Material: Items that may pose a risk of contamination, odor, or other hygiene-related issues. Examples include, but are not limited to, food and beverages, fresh flowers, used inhalers, used wet wipes, used perfume bottles, baby bottles containing leftover milk, medicines, and similar items.
- Items Without Identification or Economic Value: Damaged items that are no longer suitable for or capable of performing their original function. Examples include broken shopping bags, single earbuds, without their pair, broken containers or storage items, non-functioning pens or markers, dolls or toys missing essential parts, broken accessories, and other similar items.
- Procedure for Reporting Lost Items
- Any individual who has lost personal belongings within the Grand Indonesia Mall area, not due to unlawful acts, may report the lost item at the Customer Experience Counter, located at East Mall level 2.
- The following documents and information are required:
- Valid personal identification (e.g., KTP, SIM, Passport, KITAS, or equivalent);
- A detailed description of the lost item;
- Proof of ownership, such as a purchase receipt, photograph, or any unique identifying features (if available).
- If a Found Item matches the reported lost item (as verified through item identification), the Customer Experience team will notify the reporter and explain the Claim Procedure as outlined in Section 4 below.
- Procedure for Claiming Found Items
- Claim Timing
- If the Lost Item Report is submitted on the same day as the item was found and during mall operating hours 10 AM – 10 PM, the Found Item may be claimed on the same day.
- If the report is submitted on a different day from the date of discovery, the Found Item may only be claimed on business days and during the office hours of Grand Indonesia Mall Management, which are 10 AM – 4 PM.
- Claims must be made at the Customer Experience Counter, located at East Mall level 2.
- Administrative Requirements for Claiming Items:
- Valid personal identification (e.g., KTP, SIM, Passport, KITAS, or equivalent);
- A detailed description of the lost item;
- Proof of ownership such as a receipt, photograph, or other distinguishing features (if available).
- If the rightful owner is unable to claim the item in person, they may assign an authorized representative by providing:
- A signed and stamped Power of Attorney Letter with sufficient legal stamp duty (materai);
- A physical/hard copy of the owner's identification card for verification purposes;
- The representative must present their original identification card corresponding to the identity number listed in the Power of Attorney Letter. Once the item has been handed over to the authorized representative, Grand Indonesia shall not be held liable for the item thereafter.
- A Found Item is considered officially claimed once a handover has taken place and is documented via a Found Item Handover Report, signed by either the rightful owner or their authorized representative as described in point (d) above.
- Grand Indonesia reserves the right to reject any Lost Item Report or claim if the provided information is deemed inaccurate, inconsistent, or unverified.
- Limitation of Liability
- Grand Indonesia is not liable for any damage to or missing parts of the Found Items;
- Grand Indonesia cannot guarantee that every lost item will be recovered or returned to its owner; and
- Grand Indonesia is not responsible for any Found Item that remains unclaimed after 30 (thirty) calendar days from the date it was found.
