TEMPO.CO, Jakarta - The Financial Services Authority's (OJK) Board of Commissioners member for Consumer Education and Protection, Friderica Widyasari Dewi, said that the regulator supervises market conduct in the digital financial services sector to maintain trust in the financial services sector. One of them is the supervision carried out through the Investment Alert Task Force (SWI).

"We have seen that the SWI has shut down more than 5,300 investment offers and illegal online loans (from 2017 to August 2022)," she said in Jakarta, October 10.

The OJK also reinforces its consumer protection portal (APPK) through contact number 157, and develops customer support technology (suptech). According to Friderica, suptech tools are able to categorize insights, identify, mark suspected illegal activities, as well as understand consumer perceptions and segment demographics from online and social media data.

The regulator also carries out prudential monitoring using technologies such as chatbots customer support technology, which was recently released. The chatbot handles complaints from consumers aggrieved by financial service actors.

"With the tagline 'Always There, Always Care', OJK can hear, collect, and respond to consumer complaints more quickly, effectively and efficiently," she said.

According to Friderica, using a chatbot is one of OJK's efforts to build a digital trust system. The goal is to increase public confidence in the digital financial industry.

Friderica asked that industry associations also keep an eye out for illegal lending, and disseminate information to the public. She said that a loan that is legal and registered with the OJK can provide added value, and can make it easier for the public to distinguish between legal and illegal fintech companies.

M Khory Alfarizi

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