New Guidelines for Consumer Complaint Services within the Financial Services Issued

As mandated under Regulation of the Financial Services Authority (Otoritas Jasa Keuangan– “ OJK ”) on Consumer Complaint Services within the Financial Services Sector (“ Regulation 18/2018 ”), the OJK has finally issued Circular on Guidelines for Consumer Complaint Services within the Financial Services Sector (“ Circular 17/2018 ”). [1] Previously, similar provisions were addressed under Circular of the OJK on Services and the Settlement of Complaints Made by Consumers of Financial Service Businesses (“ Circular 2/2014 ”), which has now has been replaced by Circular 17/2018. [2] In terms of consumer complaints services (“ Services ”), Circular 17/2018 specifically addresses the following matters: