Viral Alleged Debt Collector Intimidation, OJK Calls Kredivo and KrediFazz

JAKARTA - The Financial Services Authority (OJK) has revealed that it has summoned the management of PT Kredivo Finance Indonesia (Kredivo) and PT KreditFazz Digital Indonesia following the viral alleged inappropriate actions taken by collection officers against a consumer in Purworejo Regency, Central Java.

The meeting was held on Thursday, July 23, aimed at seeking clarification regarding the chronology of the incident, the results of the initial investigation, the steps taken, and the improvement plan so that similar cases do not occur again.

Based on the initial explanation received by OJK, the victim is a user of the Kredivo application, while the cash loan facility that is the object of the problem is the KrediFazz product marketed through the application.

Meanwhile, the field billing process is carried out by a billing service provider company that works with KrediFazz.

Head of the Department of Surveillance and Policy of the Integrated Financial Services Sector of the OJK, Agus Firmansyah, emphasized that PUJK remains responsible for activities carried out by third parties for and on behalf of PUJK.

"The use of billing service providers does not shift the obligation of the PUJK to ensure that all billing activities are carried out in accordance with the provisions of laws and regulations, consumer protection principles, and applicable ethical standards," he explained in his statement, Friday, July 24.

He added that due to this incident, OJK asked Kredivo and KrediFazz to conduct a thorough, objective, and documented internal investigation involving all relevant parties; and to convey the results of the investigation and follow-up developments to OJK.

Furthermore, evaluate the governance of the use of third parties, including the selection, supervision, monitoring, and evaluation mechanisms for billing service providers; and review and strengthen policies, procedures, and operational standards for billing activities.

Next, take action against parties who are proven to have violated the results of the investigation; and take corrective steps and provide accurate information to consumers and the public.

He added that OJK was still investigating the case and would review relevant documents and information, including internal investigations, cooperation agreements with billing service providers, billing policies and procedures, and other supporting documents.

"If based on the results of the in-depth investigation, violations of applicable provisions are found, OJK will take supervisory and/or enforcement actions in accordance with its authority," he said.

Agus said that OJK also appealed to the public not to draw conclusions before the deepening process was completed and all facts and information were obtained in full.

He said all parties were also expected to prioritize good communication and not disseminate unverified information.

"OJK continues to encourage all PUJK to implement ethical collection activities, not using threats, violence, actions that humiliate consumers, or other ways that are contrary to consumer protection provisions," he concluded.