Consumer and Community Protection in the Financial Services Sector

The increasing regulatory focus on consumer protection requires financial institutions to continuously strengthen their complaint handling framework, governance, and customer communication practices. Following the issuance of the latest POJK on Consumer Protection (Pelindungan Konsumen) and the OJK Examination Findings 2024, organizations are expected not only to ensure regulatory compliance but also to enhance operational effectiveness and deliver fair, transparent, and customer-centric complaint resolution.

This workshop is designed to strengthen participants' understanding of the regulatory expectations while benchmarking current organizational practices against industry best practices. Through interactive discussions, practical case studies, and analysis of common regulatory findings, participants will gain insights into opportunities for improving complaint management processes, strengthening consumer protection functions, and enhancing service quality.

The program emphasizes the practical application of regulations into day-to-day operations, enabling participants to identify compliance gaps, improve governance, and contribute to a more effective consumer protection ecosystem within their organizations. cost management.

By the end of this program, participants will be able to:

• Strengthen understanding of the latest regulatory requirements under the POJK on Consumer Protection.
• Benchmark existing complaint handling practices against regulatory expectations and industry best practices.
• Gain insights from OJK Examination Findings 2024 and understand common compliance gaps.
• Enhance the effectiveness of complaint handling processes in accordance with regulatory standards.
• Strengthen the role and responsibilities of the Consumer Protection Function/Unit in supporting good governance.
• Improve communication and customer interaction during complaint handling to ensure fairness, professionalism, and customer trust.
• Develop practical recommendations to improve complaint management processes within their respective organizations.