LAPS-SJK provides at least Mediation and Arbitration services. The complaint process varies based on the type of service:
1. Mediation
If a dispute experienced by the User meets the criteria as regulated in POJK 61/2020, a request to resolve the dispute can be submitted to LAPS-SJK through the Consumer Protection Portal Application (APPK), which is provided by the OJK and can be accessed via kontak157.ojk.go.id, or through non-APPK channels by directly visiting the LAPS-SJK office.
Once a request is submitted, either via APPK or non-APPK, a verification and clarification process will be conducted by LAPS-SJK. This involves communication between LAPS-SJK, the consumer, and the financial services provider (PUJK) to determine whether the complaint can and should proceed to mediation or arbitration.
If deemed eligible, LAPS-SJK will invite the parties to enter into a Mediation Agreement to meet the formal requirements for mediation. Once verified and agreed, the complaint will be assigned a case registration number, and proceed to:
- payment of mediation fees (if it is a commercial dispute),
- appointment of a mediator,
- and the actual mediation process.
Please note that dispute resolution via LAPS-SJK can be conducted in person, via electronic media, or by document examination.
The LAPS-SJK management will verify the registration. If it meets the requirements of the LAPS-SJK Mediation Rules and Procedures, the complaint will be officially registered, assigned a case number, and moved to the next stage.
Fee Policy:
LAPS-SJK has a policy of waiving fees for disputes classified as retail and small claims, determined by the value of the dispute:
- Up to IDR 200,000,000 for disputes in pawnshop, financing, and fintech sectors;
- Up to IDR 500,000,000 for disputes in banking, capital markets, life insurance, pension funds, venture capital, and guarantee sectors;
- Up to IDR 750,000,000 for disputes in the general insurance sector.
2. Arbitration
If the User wishes to resolve the dispute through Arbitration at LAPS-SJK, there must first be an agreement to arbitrate with LAPS-SJK via an Arbitration Agreement.
If such an agreement exists, parties can submit an Arbitration Request in accordance with the LAPS-SJK Arbitration Rules and Procedures by registering the request with the LAPS-SJK Secretariat, attention to the Chairperson of LAPS-SJK. This can also be done via the APPK system, by lodging a complaint through kontak157.ojk.go.id.
LAPS-SJK management will verify the registration. If it complies with the LAPS-SJK Arbitration Rules and Procedures, the registration will be accepted, a case number will be assigned, and the process will move forward to:
- payment of administrative fees and arbitrator fees;
- appointment of an arbitrator;
- commencement of arbitration proceedings.
You can view the full regulation on LAPS-SJK (POJK 61/2020) at the following link: https://www.ojk.go.id/id/regulasi/Documents/Pages/Lembaga-Alternatif-Penyelesaian-Sengketa-Sektor-Jasa-Keuangan/pojk%2061%20-%2007%20-%202020.pdf