Regulatory AlertsOJK Circular on Publication of Complaint Handling and Complaint Service Reports
The Financial Services Authority (OJK) issued Circular No. 20/SEOJK.08/2025 to mandate financial service business actors to publish complaint handling procedures and submit standardized complaint service reports. This regulation implements mandates from POJK No. 18/2018 and POJK No. 22/2023, replacing the previous OJK Circular No. 17/2018 regarding consumer complaint services. The document establishes specific requirements for the content, responsible parties, and submission formats of these reports, with the regulation becoming effective on January 1, 2027.
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Sector: EPK
Sub-Sector: Other Regulations
Regulation Type: OJK Circular
Regulation Number: 20/SEOJK.08/2025
Effective Date: 1/1/2027
Appendix 1 SEOJK 20-SEOJK08-2025 Publication of Complaint Handling and Complaint Service Reports.pdf Abstract SEOJK 20-SEOJK08-2025 Publication of Complaint Handling and Complaint Service Reports.pdf FAQ SEOJK 20-SEOJK08-2025 Publication of Complaint Handling and Complaint Service Reports.pdf
Page Content Otoritas Jasa Keuangan (Financial Services Authority) Circular Number 20/SEOJK.08/2025 regarding Publication of Complaint Handling and Complaint Service Reports
Abstract: The Otoritas Jasa Keuangan (OJK) Circular regarding Publication of Complaint Handling and Complaint Service Reports is drafted to implement the mandate of Article 6 paragraph (2) of POJK Number 18/POJK.07/2018 regarding Consumer Complaint Services in the Financial Services Sector and Article 81 paragraph (4) of POJK Number 22 of 2023 regarding Consumer and Community Protection in the Financial Services Sector. This OJK Circular provides guidance to financial service business actors regarding the publication of brief complaint service procedures and complaint handling, as well as the format and method of filling out complaint service reports. The legal basis for this OJK Circular is: POJK No. 18/POJK.07/2018; and POJK No. 22 of 2023. This OJK Circular regulates: a. publication of complaint handling; b. person responsible for the publication of complaint handling; c. format and compilation of complaint service reports; d. submission of complaint service reports; e. person responsible for complaint service reports; and f. method of submitting complaint service reports.
Note: This OJK Circular was established on September 8, 2025. This OJK Circular becomes effective on January 1, 2027. Upon the effective date of this OJK Circular, OJK Circular Number 17/SEOJK.07/2018 regarding Guidelines for the Implementation of Consumer Complaint Services in the Financial Services Sector is revoked and declared invalid. Financial service business actors submit complaint service reports using the format and technical guidelines for filling out complaint service reports in the appendix, which is an integral part of this OJK Circular.