[{"_1":2,"_127":-5,"_128":-5},"loaderData",{"_3":4,"_28":29,"_30":31},"root",{"_5":6,"_7":-5,"_8":9},"locale","id","session","ENV",{"_10":11,"_12":13,"_14":15,"_16":17,"_18":19,"_20":21,"_22":23,"_24":25,"_26":27},"APP_ENV","production","APP_URL","https://veritask.ai","GA_MEASUREMENT_ID","G-X1BV3QBZEM","META_PIXEL_ID","4698743733686194","TIKTOK_PIXEL_IDS","D8A3HTBC77U9J3L243V0","CLARITY_PROJECT_ID","wn9rn7xb4l","AMPLITUDE_API_KEY","74a0c7cc1509a379d3647ec140dd375","MIDTRANS_CLIENT_KEY","Mid-client-hwjEU5pmwAKVMbIA","MIDTRANS_SNAP_URL","https://app.midtrans.com/snap/snap.js","routes/$locale",{"_5":6},"routes/$locale.search-engine.regulation.$regulationId",{"_32":33,"_34":35},"regulationId","f12bc925-3d26-4aaa-8b60-5a4317be5787","regulationData",{"_36":33,"_37":38,"_123":124,"_125":126},"regulation_id","overview",{"_39":40,"_41":42,"_43":44,"_45":46,"_47":48,"_49":-5,"_50":51,"_52":53,"_58":59,"_60":61,"_65":66,"_70":71,"_72":73,"_74":75,"_76":77,"_78":-5,"_79":80,"_81":82,"_83":-5,"_84":85,"_86":87,"_88":89,"_90":91,"_102":103,"_104":105,"_106":107,"_108":109,"_110":111,"_112":113,"_114":115,"_116":117,"_118":119,"_120":-5,"_121":122},"title","Peraturan Otoritas Jasa Keuangan Nomor 18 /POJK.07/2018 Tahun 2018 tentang Layanan Pengaduan Konsumen di Sektor Jasa Keuangan","short_title","Peraturan Otoritas Jasa Keuangan Nomor 18 /POJK.07/2018 Tahun 2018","number","18 /POJK.07/2018","year","2018","published_date","2018-09-10","effective_date","status_id","3611a577-44a0-41ad-986d-7457e14f52ff","status",{"_6":51,"_54":55,"_56":57},"name","Berlaku","description","Peraturan yang masih berlaku dan memiliki kekuatan hukum yang mengikat","type_id","87562a34-231b-40c7-9b97-1b05bf771685","type",{"_6":59,"_54":62,"_63":64},"Peraturan Otoritas Jasa Keuangan","short_name","Peraturan OJK","subjects",[67],{"_6":68,"_54":69,"_56":-5},"ba8e8363-834f-45d3-85f2-9308c4bc5c62","Hak & Perlindungan Konsumen","tags",[],"location","Otoritas Jasa Keuangan","place_of_enactment","Jakarta","theme","Layanan Pengaduan Konsumen di Sektor Jasa Keuangan","subject_matter","abstract","\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n


2018
Peraturan Otoritas Jasa Keuangan NO. 18 /POJK.07/2018, LN.2018/NO.151, TLN NO.6248, Jdih.ojk.go.id: 35 hlm.
Peraturan Otoritas Jasa Keuangan TENTANG Layanan Pengaduan Konsumen di Sektor Jasa Keuangan
ABSTRAK:	\n \n \n
CATATAN:	\n \n Peraturan Otoritas Jasa Keuangan ini mulai berlaku pada tanggal . \n \n

","regulatory_relationship","Peraturan ini mencabut:\n1. Peraturan Bank Indonesia Nomor 7/7/PBI/2005 tentang Penyelesaian Pengaduan Nasabah\n2. Peraturan Bank Indonesia Nomor 10/10/PBI/2008 tentang Perubahan atas PBI Nomor 7/7/PBI/2005 perihal Penyelesaian Pengaduan Nasabah\n3. Pasal 34 sampai dengan Pasal 38 Peraturan Otoritas Jasa Keuangan Nomor 1/POJK.07/2013 tentang Perlindungan Konsumen di Sektor Jasa Keuangan\n4. Surat Edaran Bank Indonesia Nomor 7/24/DPNP tanggal 18 Juli 2005 perihal Penyelesaian Pengaduan Nasabah\n5. Surat Edaran Bank Indonesia Nomor 10/13/DPNP tanggal 6 Maret 2008 perihal Perubahan Surat Edaran Bank Indonesia Nomor 7/24/DPNP tanggal 18 Juli 2005 perihal Penyelesaian Pengaduan Nasabah","scope_and_parties","policy_content","

Peraturan Otoritas Jasa Keuangan ini bertujuan untuk memberikan perlindungan konsumen melalui penyelesaian pengaduan di sektor jasa keuangan. Latar belakangnya adalah untuk mewujudkan kegiatan di sektor jasa keuangan yang mampu melindungi kepentingan konsumen dan masyarakat, dengan memberikan kewajiban kepada pelaku usaha jasa keuangan (PUJK) untuk memiliki layanan pengaduan konsumen sebagai wadah menampung keluhan dan potensi kerugian materiil.

Ketentuan substansial dalam peraturan ini mencakup kewajiban bagi PUJK untuk memiliki Layanan Pengaduan, yang meliputi penerimaan, penanganan, dan penyelesaian pengaduan. PUJK dilarang mengenakan biaya untuk Layanan Pengaduan dan wajib memiliki prosedur tertulis serta memublikasikannya. Konsumen berhak mengajukan pengaduan secara lisan atau tertulis, dan PUJK wajib melakukan verifikasi serta menindaklanjuti pengaduan tersebut dalam jangka waktu tertentu. PUJK juga wajib memberikan tanggapan atas pengaduan, baik berupa penjelasan atau penawaran penyelesaian. Jika konsumen menolak tanggapan PUJK, PUJK wajib memberikan informasi mengenai upaya penyelesaian sengketa melalui pengadilan atau di luar pengadilan.

Peraturan ini juga mengatur pembentukan fungsi atau unit Layanan Pengaduan di setiap kantor PUJK, dengan tugas menerima, menangani, dan menyelesaikan pengaduan, serta melaporkan kepada Direksi dan Otoritas Jasa Keuangan. Direksi dan Dewan Komisaris PUJK memiliki peran dalam memastikan penyusunan dan pelaksanaan prosedur Layanan Pengaduan. PUJK wajib memiliki manajemen pemeliharaan dan perbaikan berkelanjutan terhadap Layanan Pengaduan, serta menyusun dan menyampaikan laporan Layanan Pengaduan secara triwulanan kepada Otoritas Jasa Keuangan.

","transitional_provisions","1. Ketentuan mengenai penyusunan dan penyampaian laporan Layanan Pengaduan sebelum ditetapkannya peraturan pelaksanaan atas Peraturan Otoritas Jasa Keuangan ini tetap mengacu pada Surat Edaran Otoritas Jasa Keuangan Nomor 2/SEOJK.07/2014 tentang Pelayanan dan Penyelesaian Pengaduan Konsumen pada Pelaku Usaha Jasa Keuangan.","sanctions","1. PUJK selain Penyelenggara Layanan Pinjam Meminjam Uang Berbasis Teknologi Informasi dan Perusahaan Pergadaian Swasta yang terlambat menyampaikan laporan dikenakan sanksi administratif berupa denda.\n2. Penyelenggara Layanan Pinjam Meminjam Uang Berbasis Teknologi Informasi dan Perusahaan Pergadaian Swasta yang terlambat menyampaikan laporan dikenakan sanksi administratif berupa peringatan tertulis.\n3. Pelanggaran terhadap ketentuan tertentu dapat dikenakan sanksi administratif berupa peringatan atau teguran tertulis dan/atau penurunan dalam penilaian tingkat kesehatan.","revokes",[92,98],{"_93":94,"_95":96,"_36":97},"text","Surat Edaran Bank Indonesia Nomor 10/13/DPNP Tahun 2008","link","https://jdih.bi.go.id/Web/Beranda/DetailPeraturan/11547","3e10a6c5-996c-44f9-bc56-7ec45f4afda8",{"_93":99,"_95":100,"_36":101},"Surat Edaran Bank Indonesia Nomor 7/24/DPNP Tahun 2005","https://jdih.bi.go.id/Web/Beranda/DetailPeraturan/799","b1700607-2be6-4834-aa64-8339b55ba826","revoked_by",[],"partially_revokes",[],"partially_revoked_by",[],"amends",[],"amended_by",[],"partially_amends",[],"partially_amended_by",[],"establishes",[],"established_by",[],"constitutional_review","is_verified",false,"english_excerpt","\n

FINANCIAL SERVICES AUTHORITY
REPUBLIC OF INDONESIA

REGULATION OF FINANCIAL SERVICES AUTHORITY
REPUBLIC OF INDONESIA
NUMBER 18/POJK.07/2018
ON
CONSUMER COMPLAINT SERVICES IN THE FINANCIAL SERVICES SECTOR

BY THE GRACE OF GOD ALMIGHTY

BOARD OF COMMISSIONERS OF THE FINANCIAL SERVICES AUTHORITY

\n\n \n \n

Considering:

that one of the objectives of the establishment of the Financial Services Authority is to realize all activities in the financial services sector that are able to protect the interests of consumers and the public;
that one way to realize activities that are able to protect consumer interests is by providing an obligation to financial services business actors to have consumer complaint services;
that consumer complaint services are a forum for accommodating consumer complaints, including the potential for material losses on products and/or services of financial services

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