REPUBLIKA.CO.ID, JAKARTA -- Otoritas Jasa Keuangan (OJK) menyatakan pengaduan konsumen meningkat signifikan saat pandemi Covid-19. Tercatat layanan pengaduan melalui Whatsapp sebanyak 11 ribu hingga akhir Mei 2020.
Komisioner OJK Bidang Edukasi dan Perlindungan Konsumen Tirta Segara mengatakan pengaduan paling banyak terkait restrukturisasi kredit yang diajukan lembaga keuangan baik bank maupun nonbank.
“Pengaduan lewat layanan Whatsapp meningkat 35 kali - 40 kali sebelum ada wabah Covid-19 pengaduan lewat Whatsapp hanya masuk 300an,” ujarnya saat video conference, Kamis (4/6).
Menurutnya otoritas menyediakan empat kanal layanan pengaduan konsumen antara lain sambungan telepon, pesan singkat (Whatsapp), email dan surat biasa. “Whatsapp masuk tiap hari jadi tinggi frekuensinya jadi banyak konsumen. Harus sabar meski pertanyaan basic dibantu robot,” ucapnya.
OJK juga mencatat pengaduan melalui email melonjak tiga sampai empat kali lipat. Adapun biasanya 250 pengaduan, saat pandemi Covid-19 mencapai 900 pengaduan melalui email yang harus dijawab.
“Kalau surat biasa ada hambatan dan kenyataan jumlahnya turun. Sedangkan telepon ada peningkatan bulan ke bulan terutama sejak ada restrukturisasi debitur utama UMKM dan pengemudi ojek online,” ucapnya.
Ikuti Whatsapp Channel RepublikaArray
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