OJK Tightens Internal Dispute Resolution Requirements Before Referral to LAPS

The Financial Services Authority (“OJK”) is currently reviewing potential amendment to OJK Regulation No. 31/POJK.07/2020 on the Organization of Consumer and Public Services by the Financial Services Authority Within the Financial Service Sector (“POJK 31/2020”). The amendment to this OJK Regulation will strengthen the Internal Dispute Resolution (“IDR”) mechanism, or internal resolution process conducted by Financial Services Business Actors (Pelaku Usaha Jasa Keuangan - “PUJK”), before disputes are submitted to an Alternative Dispute Resolution Institution (Lembaga Alternatif Penyelesaian Sengketa - “LAPS”).

“This RPOJK serves as an overarching framework for all consumer and public services, with the aim of making such services increasingly integrated, utilizing various technologies, and becoming more accessible, while also providing greater certainty in their handling,” stated Dicky Kartikoyono, OJK’s Chief Executive for the Supervision of Financial Services Business Conduct, Education, and Consumer Protection.

This RPOJK forms part of the mandate under Law No. 4 of 2023 on the Development and Strengthening of the Financial Sector, as amended by Law No. 4 of 2026 to strengthen market conduct in Indonesia. “The completion and issuance of this regulation are targeted for the end of this year,” he added.