OJK: Level of Consumer Complaints and Level of Public Awareness Increase
Mar 17 2015
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Financial Services Authority, Medan, March 17, 2015: Member of Board of Commissioners of the
Financial Services Authority (OJK) Kusumaningtuti S. Soetiono said that
the number of consumer complaints in financial sector reported through OJK`s
Integrated Financial Services increased as of early in March 2015 compared to
the same period last year. However, that increase was not only because of the
increasing amount of problems between financial services consumers and
companies, but also due to the increasing public awareness in reporting their
cases to OJK. Improvement in prosperity might have driven the increase as well.
The increasing number of reports from society should be
considered positively, that it showed improvement in public awareness regarding
OJK`s existence and therefore people were willing to report their problems to
OJK`s Integrated Financial Services, Kusumaningtuti said in the sideline of
Consumer Protection training in Medan, North Sumatera on Tuesday (March 17,
2015).
Total number of consumer complaints received by OJK`s
Integrated Financial Services during 2014 reached 2,197 reports. While as of
March 11, 2015, OJK has recorded 308 complaints. Of all regions where the
reports originated, Jakarta was the biggest source of complaints with 847
reports, followed by West Java with 430 reports, East Java with 418 reports,
Central Java with 306 reports, and North Sumatra with 194 reports.
The most reported sector was banking, followed by insurance,
financing institutions and capital market. Most of banking problems had to do with
guarantee auction, credit restructuring and payment using cards. As for
insurance sector, the problems were mostly about policy claim, whereas cases
reported in financing institutions were mostly about withdrawal of fiduciary
guarantee and debt collectors` manner. In capital market, most complaints were
related to medium-term notes.
Head of OJK Regional Office V Achmad Soekro Tratmono added that
194 reports have been received particularly in North Sumatra, comprised of 100
problems in banking, 66 problems in insurance, and the rest of the reports were
of financing. Kusumaningtuti said that completion of those reports reached 67
percent as of to date since many of the reports have been handled by police and
court.
She explained that, in handling consumer complaints, OJK
tries so that cases are settled between consumers and the disputed companies,
thereby the cases can be handled easily and also inexpensive. If both parties
cannot find mutually beneficial resolution, OJK will help to mediate through
existing Alternative Dispute Resolution.
Therefore,
OJK expected that all professionals in financial services can comprehend
various stipulations and process in consumer handling so that problems
occurring between consumers and companies can be handled fast and mutually
beneficial. Training on consumer protection such as this one is important to
provide enrichment and tips about how to serve consumers well, and how to
handle disputes between consumers and companies. OJK expected that such
problems can be solved in each company, she said.
According to her, education and good protection of financial
consumers will be very advantageous for financial industry development, since
society will get more comprehension and trust in products and services of
financial sector.
OJK Educates
Apart from training on Consumer Protection in Financial
Services Sector, OJK also held another event named Regulator Educates at SMP Harapan
1 Medan junior high school. Kusumaningtuti gave education about finance to
hundreds of students of 8th grade at the school. Deputy Commissioner
IV for Banking Supervision Heru Kristiyana, Head of SMP Harapan 1 Medan Ojak Manurung
and other high-ranking officials from OJK also attended the event.
Kusumaningtuti said that OJK with Culture and Elementary and
Secondary Education Minister Anies Baswedan have published a book entitled Mengenal OJK dan Industry Jasa Keuangan
(Knowing OJK and Financial Services Industry) on February 23 this year in
Jakarta so that the book could be taught to all school throughout Indonesia.
Additionally, OJK has also given trainings for teachers of both junior and
senior high schools on teaching about the subject of OJK and financial sector.
Who have savings account? Kusumaningtuti asked to the
students when interacting with them.
Tens of students raised their hands. Wow, so many of
you. Well, if you have extra money,
start saving it and plan for your financial needs. For those of you who have
not, let`s start to open savings account, it`s easy, Kusumaningtuti said.
Head
of SMP Harapan 1 Medan Ojak Manurung welcomed OJK at the school, considering
that it was necessary to introduce financial matters to teenagers since early
age in an effort to improve understanding about financial sector in society.
