Kominfo RI (2024) — Complaint Statistics on Online Lending Services 2024

Jakarta, Indonesia – The Indonesian Ministry of Communication and Informatics (Kominfo RI) reported a continued high volume of public complaints related to online lending services throughout 2024, reflecting ongoing consumer protection challenges in the country’s rapidly expanding digital financial ecosystem.

According to Kominfo’s 2024 complaint statistics, online lending platforms—particularly illegal or unregistered peer-to-peer lending applications—remain among the most frequently reported digital services by the public. Complaints range from aggressive debt collection practices and misuse of personal data to misleading loan terms and unauthorized access to users’ contact lists.

The report highlights that a significant portion of complaints received by government monitoring channels are linked to so-called “illegal fintech lending” operators. These platforms often operate outside regulatory supervision, making enforcement and consumer protection efforts more complex. In many cases, users report experiencing intimidation tactics, including repeated harassment via phone calls and messages directed not only at borrowers but also at their personal contacts.

Kominfo noted that the rise in complaints is closely associated with the rapid growth of digital financial services in Indonesia, where increasing internet penetration and smartphone usage have expanded access to online credit. However, this growth has also created opportunities for fraudulent and predatory actors to exploit financially vulnerable users.

Throughout 2024, the government intensified its coordination with financial regulators and law enforcement agencies to address the issue. Measures include blocking illegal applications and websites, improving digital literacy campaigns, and encouraging the public to verify lending platforms before using their services. Kominfo emphasized that consumer awareness remains a key factor in reducing the risks associated with online borrowing.

The report also underscores the importance of cross-agency collaboration between Kominfo, the Financial Services Authority (OJK), and other relevant institutions to strengthen monitoring systems and accelerate response mechanisms against illegal digital lending operators.

Despite ongoing enforcement efforts, authorities acknowledge that illegal online lending continues to evolve quickly, often reappearing under new identities or platforms after being taken down. This adaptive behavior poses a persistent challenge for regulators seeking to protect consumers in the fast-moving digital economy.

Kominfo concluded that addressing the issue requires not only stricter enforcement but also sustained public education, improved reporting systems, and stronger digital ecosystem governance. As Indonesia’s digital financial landscape continues to grow, balancing innovation with consumer protection remains a central policy priority.