OJK Orders Kredivo and KreditFazz to Investigate Debt Collector Misconduct
Jakarta (ANTARA) - The Financial Services Authority (OJK) has asked the management of PT Kredivo Finance Indonesia (Kredivo) and PT KreditFazz Digital Indonesia to conduct an internal investigation into alleged misconduct by a debt collector against a consumer in Purworejo, Central Java.
The investigation must be carried out thoroughly, objectively and in a documented manner, involving all relevant parties.
Agus Firmansyah, Head of OJK’s Integrated Financial Services Sector Surveillance and Policy Department, said in Jakarta on Friday that the results of the investigation and follow-up actions will be reported to OJK.
In addition, Kredivo and KreditFazz have been asked to evaluate their governance of third-party engagement, including the selection, oversight, monitoring and evaluation mechanisms for debt collection service providers.
They are also required to review and strengthen policies, procedures and operational standards for collection activities; take action against parties proven to have committed violations based on the investigation results; implement corrective measures; and provide accurate information to consumers and the public.
OJK had earlier summoned the management of Kredivo and KreditFazz regarding the alleged case. The summons, held on Thursday (23/07), was also a response to information circulating on social media.
In that meeting, OJK requested an explanation of the chronology of events, the results of preliminary inquiries, handling measures already taken, and improvement plans to prevent similar incidents from recurring.
Based on the initial explanation provided to OJK, the consumer concerned was a Kredivo app user, while the cash loan facility at the centre of the problem was a KrediFazz product marketed through that application.
Field collection activities were carried out through a debt collection service provider working in partnership with KrediFazz.
OJK emphasised that financial service providers (PUJK) remain responsible for activities carried out by third parties for and on behalf of the provider.
The use of debt collection service providers does not transfer the provider’s obligation to ensure all collection activities are conducted in accordance with prevailing laws and regulations, consumer protection principles, and applicable ethical standards.
OJK stated it is still looking into the matter and will examine relevant documents and information, including the results of the internal investigation, cooperation agreements with the collection service provider, collection policies and procedures, and other supporting documents.
Should the inquiry reveal violations of prevailing regulations, OJK will take supervisory measures and/or enforcement actions in accordance with its authority.
OJK also urged the public not to draw conclusions before the inquiry is completed and all facts and information have been obtained in full.
All parties are expected to prioritise good communication and refrain from spreading unverified information.
OJK continues to encourage all financial service providers to conduct collection activities ethically, without threats, violence, actions that humiliate consumers, or any other methods that contravene consumer protection provisions.
Members of the public who experience or know of alleged violations by financial service providers may submit information or complaints through OJK Contact 157, WhatsApp 081-157-157-157, email konsumen@ojk.go.id, or the Consumer Protection Portal application.