Information of Consumer Protection Portal Application
The Consumer Protection Portal Application (APPK) is a manifestation of the Integrated Consumer Service System in the Financial Services Sector, which covers mechanisms and tools managed by the Indonesia’s Financial Services Authority (OJK) to carry out consumer and/or public services in the financial services sector.
Why are Consumer Complaint Handling and Dispute Resolution Important?
Current Complaint Handling and Dispute Resolution Mechanism
Many consumers are still confused on how to submit a complaint.
The Financial Service Providers (PUJK) still do not have a proper system for receiving and handling complaints.
No integrated system among Consumers – PUJK – LAPS, thus there is duplication of requests for clarification and documents that take a long time (ineffective and efficient).
The complaints handling and dispute resolutions cannot be monitored properly by OJK.
Complaint Handling Mechanism and Dispute Resolution Using APPK
*Based on POJK No. 31/2020 concerning the Implementation of Consumer and Community Services in the Financial Services Sector by OJK
APPK Users and Benefits
Easiness to submit the complaints to the PUJK which can be done anytime and anywhere, as long as the internet network is available.
Easiness to monitor the handling progress by the PUJK.
Easiness to monitor the handling of the Alternative Dispute Resolution Institution (LAPS).
For Financial Service Providers (PUJK)
Easiness to receive dispute resolution request from consumers.
Easiness to get complaint documents.
Easiness to inform the follow-up of dispute handling to consumers.
Obtain information for their products and services improvement.
For Alternative Dispute Resolution Institution (LAPS).
Easiness to receive complaint information from consumers (there are alerts and notifications).
Easiness to inform the follow-up of handling complaints to consumers.
Obtain information for their services improvement.
For Indonesia’s Financial Services Authority (OJK)
Ensuring consumer complaints are handled properly by monitoring the complaints handling from the PUJK and dispute resolution by the LAPS.
Getting complaints information indicating violations to be followed up immediately.
Getting base information for regulation and supervision improvements.
APPK Main Features for Consumers
Alerts and Notifications (according to OJK regulations)
Providing information on a regular basis to consumers regarding the progress of handling complaints or disputes submitted.
Access to the latest educational content and information
Besides as a service portal, APPK also provides information regarding the financial services sector, including:
List of illegal investments, licenses, and legalities
Products and institutions
Educational infographics related to consumer protection
Financial services sector statistics
Ticket Number for Easiness Service monitoring
Consumers who have submitted their complaints can monitor the progress anytime and anywhere as long as the internet network is available.
Instruction and User Guide of Consumer Protection Portal Application