January 13, 2026 | 11:38 am
TEMPO.CO, Jakarta - Indonesia’s Ministry of Trade recorded 7,887 consumer reports in 2025, the vast majority linked to online transactions, according to the Directorate General of Consumer Protection and Trade Compliance (PKTN).
In a written statement issued on Monday, January 12, 2026, PKTN Director General Moga Simatupang said the reports consisted of 7,526 consumer complaints, 258 inquiries, and 103 information submissions, covering the electronics, motor vehicle, and payment system sectors.
“Most complaints in the electronics and motor vehicle sectors concerned products that did not match advertised specifications, damaged goods, and difficulties in claiming warranties at service centers,” Moga said.
She added that 7,836, or nearly 99 percent of the reports, were related to online transactions, underscoring consumer challenges in Indonesia’s rapidly growing digital marketplace.
In the payment system sector, Moga said complaints were largely related to failed balance top-ups, problems accessing buy-now-pay-later services, and credit card issues.
Moga said the total value of transactions linked to consumer complaints reached Rp18.19 billion (about US$1.2 million) in 2025, marking a 379 percent increase from Rp3.8 billion in 2024.
“This increase indicates that Indonesia’s consumer empowerment index has reached a critical level,” she said.
“Consumers are increasingly willing to voice their concerns and defend their rights through proper channels.”
According to Moga, the directorate has resolved 7,853 cases, while 34 complaints, mainly involving electronics, motor vehicles, and tourism services, are still being processed.
“The Ministry of Trade works with relevant ministries and agencies to ensure consumer complaints can be resolved effectively,” she said.
The ministry provides channels for consumer complaints through various means, including the WhatsApp messaging application at 0853 1111 1010, email at [email protected], and phone at (021) 3441839.
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