Receiving Many Complaints In The Financial Services Sector, OJK Makes Sure To Be Fair

Illustration (Photo: Doc. Antara)

JAKARTA - The Financial Services Authority (OJK) stated that it has received many complaints from consumers from the financial services sector industry and ensures that it will remain in the middle between consumers and business actors.

Based on OJK records, the problems in the financial services sector that are being resolved through the IDR (Internal Dispute Resolution) mechanism, as many as 2 million are fintech problems, 5,000 problems in the capital market, and the Non-Bank Financial Services Industry (IKNB) as much as 1.3 million.

Meanwhile, based on data from the Portal Application for Consumer Protection (APPK) noted that throughout 2023, there were 319,416 services to consumers in the financial services sector. Of these, there were 39,000 complaints in the financial services sector.

Chief Executive of the Behavior Supervisory of Financial Services Business Actors, Education and Protection of OJK Consumers Friderica Widyasari Dewi said her party would remain fair in responding to complaints in the financial services sector.

"This OJK must be in the middle, we shouldn't be too heavy on PUJK (Financial Services Business Actors), but we must not be too inclined towards consumers. We must stand in the middle," he said during a press conference, Thursday, February 1, 2024.

The woman who is familiarly called Kiki said that her party continues to strive to improve the financial services industry in order to support the growth of the economic sector in Indonesia, but does not sacrifice the consumer side.

Kiki explained that she would continue to strengthen infrastructure for consumer protection because many consumers were victims of PUJK due to market conduct violations on products or services.

"Almost every day we hear debt collectors committing violence, where the company says it's from a third party, as well as a lot of complaints from leasing issues," he explained.

In addition, Kiki explained, related to consumer rights and obligations where consumers are not only protected but also emphasized that they have obligations that must be fulfilled.

According to Kiki, the level of complaints that continues to rise should not be viewed as negative because in this case there is an increase in transactions, and consumer understanding.

"The complaints we often receive in the banking sector, capital markets, insurance, financing, fintech, and if you look at complaints that often appear are the behavior of billing officers," he explained.

Kiki explained that the products that are often reported to OJK are multipurpose credit, unsecured credit, working capital credit, and mortgages.

In addition, he reminded, basically using PUJK products must be wise in using them.

"The point is, even though the product is legal, if people use it, it is not wise to use it, the stake from the pole, which will also be a victim, it is only themselves, but also those around them," he said.