JAKARTA - The Ministry of Trade (Kemendag) has recorded a significant spike in consumer reports throughout 2025. A total of 7,887 reports were received through the Directorate General of Consumer Protection and Trade Order (PKTN).
Director General of PKTN Moga Simatupang revealed that the report included 7,526 consumer complaints, 258 questions, and 103 information.
"A total of 7,853 reports or 99 percent were successfully handled. Meanwhile, 34 complaints from the electronic goods, motor vehicles, and tourism services sectors are still being processed," he said in an official statement, Tuesday, January 13.
Moga emphasized that the Ministry of Trade had increased the ease of access to services and the resolution of complaints as tangible evidence of the government's commitment to protecting Indonesian consumers, as well as creating empowered consumers and orderly business actors.
From 7,887 reports, continued Moga, there were 7,836 reports related to trading transactions through electronic systems.
In other words, 99 percent of the number of consumer services that enter during 2025 are consumer problems that originate from online transactions.
"Meanwhile, in the payment system sector, consumer complaints are more about the problem of reloading the balance and the constraints of using paylater and credit cards," he said.
The Ministry of Trade also noted that the value of transactions that were the object of complaints reached IDR 18.19 billion throughout 2025, an increase of 379 percent compared to the previous year.
"This can indicate that the Indonesian consumer empowerment index is already at a critical level. Consumers are increasingly brave to voice problems and fight for their rights through the right channels," explained Moga.
Consumer reports are received through a number of official channels, ranging from WhatsApp 0853-1111-1010, email address [email protected], telephone (021) 3441839, to letters and direct arrivals. Consumer complaints are also received in writing or coming directly to the Ministry of Trade.
"To handle consumer complaints, the Ministry of Trade collaborates with other relevant ministries/institutions to ensure that consumer complaints and problems can be resolved properly," concluded Moga.
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