Receive 1,568 Consumer Complaints, Ministry Of Trade: Most Online Shopping

JAKARTA - The Ministry of Trade through the Directorate General of Consumer Protection and Trade Order (Ditjen PKTN) received 1,657 consumer services from January to March 2025.

PKTN Director General Moga Simatupang said of the total 1,568 were consumer complaints. Then, 62 of them were questions, and 27 were information.

"The Directorate General of PKTN recorded 1,657 consumer services in the first quarter of 2025. This number includes 1,568 consumer complaint services, 62 questions, and 27 information," he said in an official statement, quoted on Tuesday, April 29.

Moga said as many as 98 percent of the complaints were successfully completed. The rest are complaints from the electronic goods sector and motorized vehicles and financial services are in the process of being resolved.

Furthermore, Moga said that the percentage of consumer complaint services related to trade transactions through electronic systems (PMSE)/el trading is still the highest, namely 1,637 services or 99 percent of the number of consumer complaint services that enter during January to March 2025.

"Consumers who make purchases through electronic systems complain that problems such as goods ordered do not come, goods come not according to the promised, and refunds that have not been processed by the marketplace," he said.

The other largest consumer complaints are the financial services sector and the electronic sector of motorized vehicles.

Moga said that in the financial services sector, consumer complaints related to balance refill problems, payment systems on paylaters, and credit cards.

Meanwhile, in the electronic sector/motor vehicle, consumer complaints are more about goods that are not in accordance with the promised, goods are damaged, and claim guarantees to service centers.

PKTN is committed to providing various service facilities and increasing the settlement of consumer complaints. This commitment is a manifestation of the government's real action in protecting Indonesian consumers, creating empowered consumers, and orderly business actors," said Moga.

Sekadar informasi, pengaduan konsumen yang diterima Ditjen PKTN Kementerian Perdagangan berasal dari berbagai saluran layanan, yaitu melalui aplikasi pesan WhatsApp 0853-1111-1010, surat elektronik pengaduan.konsumen@kemendag.go.id, situs web https://simpktn.kemendag.go.id/, dan telepon (021) 3441839.

Consumer complaints are also received by writing or coming directly to the Directorate General of PKTN.