Executive Summary

Key insights and market outlook

In 2025, Indonesian consumers filed 7,887 complaints worth Rp18.19 billion through the Ministry of Trade's consumer protection directorate ²

³. The complaints primarily concerned electronic goods, vehicles, and payment systems, with 99% of cases handled successfully. The OJK also reported 831 housing loan complaints, with 95.91% addressed by financial institutions ¹.

Full Analysis

02

Deep Dive Analysis

Indonesian Consumer Complaints Reach Record Levels in 2025

Surge in Consumer Reports

The Indonesian Ministry of Trade received 7,887 consumer complaints in 2025, involving transactions worth Rp18.19 billion ²

³. This represents a significant increase from the previous year, with the value of transactions rising by 379% compared to 2024 ³. The complaints covered various sectors including electronics, vehicles, and payment systems, with the majority (7,836 cases) related to e-commerce transactions ³.

Resolution Effectiveness

The Ministry reported that 99% of complaints were successfully handled, with only 34 cases still being processed as of the latest update ²

³. The high resolution rate demonstrates the effectiveness of the consumer protection mechanisms in place. Consumer complaints primarily centered on issues such as products not matching descriptions, damaged goods, and difficulties with warranty claims ³.

Financial Sector Complaints

In a related development, the Financial Services Authority (OJK) reported receiving 831 complaints related to housing loans (KPR) in 2025 ¹

. Of these, 95.91% were addressed by financial institutions, while 4.04% remained under processing ¹. Common issues included delays in returning property certificates after loan repayment and rejected mortgage applications.

References