Consumers Suffering Losses from Paylater Services Can Seek Accountability

Jakarta, CNBC Indonesia — The Financial Services Authority (OJK) has emphasised that paylater providers are responsible for fulfilling all consumer protection provisions.

This means that paylater providers must ensure product suitability with the needs and capabilities of potential consumers, provide clear, accurate, honest, accessible, and non-misleading information, and ensure that potential consumers understand the benefits, costs, risks, as well as their rights and obligations.

On the other hand, consumers also need to read and understand product information and consider their ability to pay before making a decision. However, consumer consent does not eliminate the obligation and responsibility of Financial Service Business Actors (PUJK) to fulfil all consumer protection provisions.

The Chief Executive of Supervision of Financial Service Business Conduct, Education, and Consumer Protection, Dicky Kartikoyono, stated that if losses occur due to errors, negligence, or acts that violate regulations by management, employees, or third parties working for the interest of the financial service business actor (PUJK), the PUJK remains responsible to the consumer, in accordance with Article 10 of OJK Regulation (POJK) Number 22 of 2023.

“Consumer consent does not eliminate the obligation and responsibility of the PUJK to fulfil all consumer protection provisions,” said Dicky in a written response, as quoted on Wednesday (15/09/2026).

This is more clearly regulated in POJK Number 2ly 2023 concerning the Protection of Consumers and the Public in the Financial Services Sector. In that regulation, PUJK are required to consider the suitability between the products or services offered and the needs and capabilities of potential consumers.

This assessment is conducted by considering consumer classification, including background, occupation, financial condition, purpose of product use, and other relevant information. PUJK are also required to document the results of such assessments.

This provision is crucial in the provision of paylater facilities, especially when consumers feel from the outset that they do not have the ability to meet their payment obligations.

Based on these regulations, a consumer’s inability to pay instalments does not automatically prove that the PUJK has violated the rules. It must be examined whether the company has conducted an adequate assessment of the consumer’s capability and whether there were errors or negligence that caused the loss.

POJK 22/2023 also stipulates that PUJK are responsible for consumer losses arising from errors, negligence, or acts contrary to statutory regulations or agreements, committed by management, employees, or third parties working for the PUJK.

Consequently, consumers may file complaints and request explanations or accountability if they deem the paylater provision process to be inconsistent with consumer protection provisions. To claim compensation, there must be a basis that the loss is related to the error or negligence of the PUJK.

However, the regulation does not state that paylater debt automatically transfers to the company’s responsibility or is immediately declared settled if the consumer is unable to pay.