21 November 2014, Jakarta.
Financial Services Authority (OJK) is formed with an aim that the whole activities in financial services sector is organized orderly, fairly, transparently, accountably, and able to protect the interests of consumers or society. In order to realize the balance between the stably growing financial services institutions and consumer protection in financial services sector, a dispute resolution mechanism between consumers and financial services institutions is required and must be affordable, fast, fair and effective.
Therefore, dispute resolution in financial services sector is conducted in two phases. That is, settlement of consumer`s complaint by financial services institution (internal dispute resolution), and settlement of dispute by related alternative institution other than the financial services institution (external dispute resolution).
This roadmap elaborates about the background, general description and challenges that must be handled in dispute resolution in financial services sector, both dispute resolution by the financial services institution or by external institution, said member of OJK Board of Commissioners in charge of Education and Consumer Protection Kusumaningtuti S. Soetiono.
The roadmap is formulated by all representatives of associations in financial services sector, by putting forward the level of preparedness of financial services institutions in implementing OJK`s policy related to dispute resolution mechanism in financial services sector.
With the existing roadmap, it is expected that planning and implementation of OJK`s strategic policy can be carried out in a synergic manner by related parties in a bid to achieve the balance between the stably growing financial services institutions and a well managed consumer protection in financial services sector.