Frequently Asked Questions  

Frequently Asked Questions

  • To create a fair, effective, and secure consumer protection ecosystem
  • To encourage service providers to be more responsible and improve the quality of products/services
  • To educate consumers about products and/or services


The scope of consumer protection by Bank Indonesia includes payment systems, cash services, money markets and foreign exchange markets, as well as other parties regulated and supervised by Bank Indonesia and directly related to consumers.



The principles of consumer protection by Bank Indonesia are:
  • Equality and fair treatment
  • Openness and transparency
  • Education and literacy
  • Responsible business conduct
  • Protection of consumer assets from misuse
  • Protection of consumer data and information
  • Effective complaint handling and resolution
  • Compliance enforcement



Complaint process:
  • Consumers report to the service provider through the respective provider's contact center.
  • The provider receives and responds to the consumer's report.
  • If the consumer is unsatisfied, they can file a complaint to Bank Indonesia via contact center 131 or directly at the nearest Bank Indonesia office.
  • Bank Indonesia provides education, literacy, and facilitates consumers in resolving issues.



Consumer Rights include:
  • Using products or services safely
  • Choosing the desired products or services
  • Receiving products and services as promised
  • Accessing consumer data and information managed by the provider
  • Receiving clear, accurate, true, easily accessible, and non-misleading information about products and services
  • Being heard in terms of opinions and complaints regarding the products and services used
  • Receiving financial education
  • Being treated or served properly
  • Receiving protection in complaints and issue resolution
  • Obtaining compensation if the received products and services are not as expected
  • Other rights stipulated in legal regulations
Consumer Obligations include:
  • Listening to information explanations regarding products and services
  • Reading, understanding, and correctly following the usage instructions for products and services
  • Using products and services for legitimate purposes
  • Providing clear, accurate, and correct information and documents
  • Paying for products and services in accordance with the regulations
  • Following the issue resolution process as per the applicable regulations



​​



Other Articles