OJK Orders Toyota Astra Financial to Conduct Total Evaluation of Debt Collection

Indonesia’s Financial Services Authority (OJK) has revealed the results of its investigation into an alleged violent incident involving debt collectors from PT Toyota Astra Financial Services (TAFS) in Serang, Banten. The OJK assessed there are indications the action was carried out by third-party field agents operating outside the standard operating procedure (SOP).

Chief Executive of Financial Services Business Actor Behaviour Supervision, Education, and Consumer Protection (PEPK) at OJK, Dicky Kartikoyono, stated the regulator has conducted an in-depth investigation into the case and continues to monitor the handling process. "From our investigation, there are indications that the action was carried out by field agents from a third party not covered by or outside the cooperation agreement between TAFS and the third party, meaning the action fell outside the applicable SOP," Dicky said during a press conference on the results of the OJK Board of Commissioners Meeting on Tuesday (7/7/2026).

Despite this, Dicky emphasised that the OJK respects the ongoing legal process and has handed the handling of the case over to law enforcement officials. "OJK respects the ongoing legal process and leaves it entirely to law enforcement," he said.

As a follow-up, the OJK has requested TAFS to conduct a total evaluation of its collection system, including strengthening supervision mechanisms for both internal officers and third-party debt collection companies. Previously, the OJK had summoned TAFS management to seek clarification regarding the alleged involvement of the company in the actions of rogue debt collectors suspected of using violence during collection in Serang, Banten.

At that time, the OJK asked TAFS to evaluate its cooperation with debt collection service companies, strengthen supervision of collection personnel, conduct an internal review of the parties suspected of involvement, and report the progress of the case handling to the OJK. The OJK also stressed that finance companies are responsible for ensuring that all collection processes are conducted professionally, ethically, and without the use of violence, intimidation, or other actions contrary to consumer protection regulations.