JAKARTA - The Chief Executive of the Financial Services Authority (OJK) Financial Services, Education and Consumer Protection Authority (OJK) Friderica Widyasari Dewi (Kiki) said that 95.91 percent of complaints related to People's Housing Loans (KPR) during 2025 have been responded to by financial services actors (PUJK).
"If we look at 2025, we received 831 complaints with the status of complaints that have been responded to by financial services business actors, 797 complaints or about 95.91 percent have been responded to, while 34 complaints, namely 4.09 percent, are still in the process of being handled by PUJK," said Kiki as reported by ANTARA, Friday, January 9.
A number of problems that are often complained about related to mortgages include the return of certificates for houses that are used as collateral for financing loans, the rejection of KPR applications, and then requests for restructuring because consumers have difficulty paying installments.
Then also the behavior of the billing officer when the consumer is late paying, to objections to the imposition of fees or interest that may not be in accordance with the agreement.
"If it's related to complaints like this, we will see whether it is purely a dispute between consumers and the PUJK or we will see if there is a potential violation," said Friderica, who is usually called Kiki.
If there is a potential violation, he said, OJK will further examine to conduct an inspection to find out the root of the problem.
On this occasion, his party emphasized its support for the government's program to provide three million residential homes for the community, especially for those with low incomes.
"In this case, OJK has also created a special complaint channel at contact 157 to accommodate complaints if there are obstacles in the process of applying for a mortgage for the intended MBR (Low-Income Community), including reports regarding the existence of a certificate of payment from the credit financing at OJK whose data has not been updated," he said.
"So, we are also proactively related to this KPR in general and specifically related to supporting the government's program," he said.
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