Thousands of Indonesians Cry Out for Rights Protection, Financial Services Top Complaints

The National Consumer Protection Agency (BPKN) has noted that the issues faced by Indonesian consumers are becoming increasingly complex, stemming not only from conventional trade but also from the rapidly growing digital sector. BPKN Chairman Muhammad Mufti Mubarok revealed that the number of complaints received by the agency has reached tens of thousands. “Based on the BPKN consumer complaint system data for the period up to 2027, BPKN has received 12,051 consumer complaints,” he stated during a working meeting at the House of Representatives (DPR) on Thursday (16/7/2026). The high volume of reports indicates that consumer issues are no longer concentrated in a single specific sector. The pattern of complaints has also become more diverse in line with the development of digital financial services and electronic transactions. “The most prominent sectors are financial services, housing, and electronic commerce, which together account for 64 percent,” Mufti said. BPKN assesses that the impact of these complaints extends beyond individual losses. The issues also affect the level of public trust in economic activity. “After receiving more than 12,000 complaints, we hope to have saved over one trillion rupiah, with around 90 billion rupiah illustrating that the impact is not only related to violations of consumer rights but also influences public confidence in trading activities,” Mufti explained. Therefore, BPKN believes that consumer protection must be strengthened through policy updates, institutional improvements, and more effective dispute resolution. “Departing from these various challenges, BPKN views that strengthening consumer protection cannot be done partially. A comprehensive policy direction is needed through the strengthening of regulation, institutions, education, complaint resolution, and cross-sector collaboration,” he concluded.