Regulatory Alerts2025-09-08
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OJK 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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