Semester I 2022, 3.181 Consumer Complaints Coming From The Electronic Commercial Sector

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JAKARTA - The Director General of Consumer and Order Protection of Commerce (Dirjen PKTN) of the Ministry of Trade, Veri Anggrijono, said that at least 3,692 consumer complaints were served in the first semester of 2022.

A total of 86.1 percent or 3,181 complaints came from the electronic commercial sector (e-commerce).

"Completion of consumer complaints remains a priority for the Ministry of Trade as a tangible manifestation of the government's actions in protecting Indonesian consumers, creating empowered consumers and orderly business actors," Veri said as quoted by ANTARA, Friday, July 8.

Veri added that complaints in the electronic commercial sector include the food and beverage sector, financial services, transportation, tourism, and motorized vehicles.

The types of complaints are, purchases of goods that are not in accordance with agreements or damaged, goods are not accepted by consumers, unilateral cancellations by business actors, arrival times of goods that are not as promised, refunds (refunds), top up balances, and use of platform applications or social media.

Veri said 99.8 percent or 3,687 consumer complaints had been completed and 5 were in process.

The Directorate of Consumer Empowerment of the Directorate General of PKTN is waiting for completeness of data, analyzing documents, clarifying, and facilitating the settlement of complaints between consumers and business actors.

During January to June 2022, the WhatsApp messaging application became the most widely used consumer complaint service channel, which was 3,116 complaints.

Furthermore, the website received 307 complaints, 288 electronic mail (email) complaints, 34 calls, came directly to the Directorate of Consumer Empowerment 6 complaints, and 1 complaint letter.