OJK Receives 56,620 Consumer Complaints in 2025: Illegal Lending Dominates Concerns

Overview of Consumer Complaints

The Financial Services Authority (OJK) reported a total of 56,620 consumer complaints received through its Consumer Protection Portal Application (APPK) between January 1, 2025, and December 28, 2025. This data highlights the growing concerns and issues faced by consumers in Indonesia's financial services sector.

Breakdown of Complaints by Industry

The complaints were distributed across various financial industries: 21,886 from financial technology, 20,972 from banking, 11,309 from financing companies, 1,619 from insurance, and 834 from other non-bank financial services and capital market services. The high number of complaints in the financial technology sector underscores the challenges associated with the rapid growth of fintech, particularly regarding illegal lending practices.

OJK's Response to Consumer Concerns

Friderica Widyasari Dewi, Head of Consumer Protection at OJK, emphasized that the authority is actively addressing these issues. The OJK is working to mitigate risks associated with illegal lending and improve consumer protection across the financial services industry. The authority's efforts include enhancing regulatory oversight and consumer education to prevent such issues in the future.