Lowokwaru (malangkota.go.id) – Public complaints related to financial services institutions received by the Malang Financial Services Authority (OJK) until the end of May 2023 increased by 22,62 percent compared to the previous year in the same period. If in 2022 in the OJK's working area in seven regencies/cities there were 305 complaints, then that number changed to 373 complaints. The largest complaints were triggered by banking circles as many as 170 complaints, namely related to problematic credit.
This was conveyed by the Head of OJK Malang, Sugiarto Kasmuri to the media crew during a press conference, Tuesday (13/6/2023). According to him, the increasing number of complaints is like a double-edged sword. Concretely, in addition to the public already understanding where to report when they become victims of fraud, on the other hand, the OJK must also help resolve every dispute properly.
Kasmuri gave an example, when there is a public complaint, OJK forwards it to the financial services institution and facilitates both parties to resolve the dispute. If there is no common ground, then it is submitted to the court or through legal channels. "Until the end of May 2023, OJK Malang has processed 3.556 requests for debtor information on the Financial Information Service System (SLIK).
"So the hope is that complaints will decrease over time. But we understand together that problems between consumers and financial service institutions will definitely exist, they will never be gone. Why? Because differences in perception sometimes also cause problems. However, it must be followed up to what extent the problems or complaints can be resolved properly by financial service institutions with communication that is certainly good and solution-oriented," explained Kasmuri.
Meanwhile, the second position in the number of complaints was caused by the Non-Bank Financial Industry (IKNB) with 167 complaints. Next, the capital market had five complaints and other factors had 31 complaints. While complaints related to online loans and illegal investments were 84 complaints.
Various parties were also involved by OJK to continue to suppress these numbers, such as religious and community leaders, the TNI-Polri and academics. "For the topic of complaints related to illegal loans and investments, 27,38 percent were based on consultations, 25 percent due to fraud and 11,90 percent because they did not feel like they were borrowing. Meanwhile, of the 3.556 complaints, 974 requests for information were submitted offline and 2.592 were submitted online," concluded Kasmuri. (say/yon)
