BPKN Records Three Sectors Dominate Consumer Complaints
Jakarta (ANTARA) - Chairman of the National Consumer Protection Agency (BPKN), Muhammad Mufti Mubarok, said three main sectors dominate the public complaints concerning everyday issues: financial services, housing, and electronic trading systems, together accounting for 64 percent of complaints.
The figure is drawn from a total of 12,051 public complaints recorded in BPKN’s consumer complaint system between 2017 and July 2026.
“This data shows that the problems faced by the public are no longer sectoral in nature but now cover almost all fields directly related to everyday life,” Mufti said during a working meeting with Commission VI of the House of Representatives (DPR RI) discussing the Central Government Financial Report (LKBP) for the 2025 state budget in Jakarta on Thursday.
Mufti added that during 2025, BPKN assessed consumer losses from the various sectors complained about at Rp1 trillion. Meanwhile, from this year up to July 2026, BPKN has assessed consumer losses amounting to Rp19.81 billion.
Key issues highlighted in the complaints include those related to electronic trading and social commerce, such as hidden costs and fake reviews, losses from paylater use in digital financial services, investment fraud, and house sales that do not conform to agreements.
Mufti said consumer protection needs to be strengthened through comprehensive policy directions, including stronger regulation, institutions, education, complaint resolution, and sector-level collaboration.
“The strengthening of national consumer protection is BPKN’s focus going forward, through evidence-based policy recommendations, building empowered consumers, strengthening the consumer complaint resolution system, strengthening national collaboration, and reinforcing consumer protection institutions,” he said.
BPKN is also pushing for the accelerated ratification of the new Consumer Protection Bill to strengthen legal certainty, respond to contemporary challenges, and guarantee more optimal consumer protection.
He further stated that institutional strengthening and adequate budgetary support can make consumer complaint resolution more effective and just. Synergy across ministries, businesses and the public can realise a strong and integrated consumer protection ecosystem.