Everyday money
Complain about an Indonesian bank, lender or insurer to OJK
Follow the provider, OJK APPK, Contact 157 and LAPS SJK routes for complaints about Indonesian banks, lenders and insurers.
English edition. Official forms and source documents may be in Indonesian.
For a financial-product complaint, first report the problem to the bank, lender or insurer and keep the case number. If unresolved or there is suspected misconduct, use OJK’s APPK or Contact 157. An unresolved dispute may have a LAPS SJK route. For a recent scam transfer, contact the bank and IASC urgently instead of waiting for a routine complaint.
See 3 official references ↓Open the official service ↗kontak157.ojk.go.id
Guide contents
What to prepare
- Short timeline, transaction dates, product, first complaint reference and the provider’s response.
- Relevant evidence submitted only through verified channels, with unnecessary personal data withheld.
Steps you can follow
Complain to the provider
Use the bank or firm’s official complaint channel and request a case number and response timeframe.
Prepare the record
Put events in date order and collect the agreement, transactions and written reply.
Use APPK or Contact 157
Open kontak157.ojk.go.id or OJK’s Contact 157 if the issue remains unresolved and follow its document instructions.
Review dispute options
If still unresolved, inspect LAPS SJK eligibility and procedure; a complaint does not automatically suspend a debt.
Costs and timing
OJK’s official consumer channels do not require a paid intermediary. Dispute-process conditions and any charges depend on LAPS SJK rules; check them before applying.
Check current requirements, availability and charges through the official reference ↗ before applying or paying.
Service complaint or transaction scam?
Fee mistakes, collection conduct and policy problems usually start with the financial firm’s complaint process. OJK offers APPK and Contact 157 for consumer protection.
A fraudulent transfer needs immediate action through the bank and IASC. APPK is not a substitute for an urgent transaction report.
What to expect
A reference number and written records help track the case. LAPS SJK may resolve disputes when the firm-level process is insufficient, subject to its rules.
OJK cannot promise recovery of all money. Avoid anyone asking for an upfront recovery fee, PIN or OTP.
Things to check carefully
- Do not delay reporting a fresh scam transfer while pursuing APPK.
- Keep evidence but never publish PINs, OTPs or full account details.
Frequently asked questions
Are APPK and IASC the same?
No. APPK handles financial-consumer complaints; IASC is for financial-transaction scam reports.
What if the firm does not resolve the dispute?
Check APPK or Contact 157 and, if eligible, the LAPS SJK dispute route.
Sources and review
Editorial review of public information: . This is not a review by an agency officer or a professional adviser. Official document titles are retained below.
- OJK: akses cepat layanan dan APPK ↗ojk.go.id · Accessed 23 September 2026
- OJK: mekanisme keluhan dan LAPS SJK ↗ojk.go.id · Accessed 23 September 2026
- OJK: kanal pengaduan 2026 ↗ojk.go.id · Accessed 23 September 2026
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