YLKI Records 535 Consumer Complaints Throughout 2021

The Indonesian Consumer Foundation (YLKI) recorded 535 consumer complaints in 2021. This represents a 33% increase from the 402 complaints recorded in 2020.

The highest number of consumer complaints in a single year over the past five years was recorded in 2017, with YLKI recording 642 complaints that year.

Consumer complaints decreased by 12% to 564 in 2018 and further decreased to 563 in 2019. In 2020, only 402 consumer complaints were recorded.

In 2021, 59% of complaints were made via telephone, 19% via WhatsApp, 11% via Instagram, 8% via Twitter, and 3% via Facebook.

YLKI revealed that the most frequent consumer complaints continue to relate to financial services. This has been consistent over the past five years: 21% in 2017, 50% in 2018, 46.8% in 2019, 33.5% in 2020, and 49.6% in 2021.

Of the 535 complaints, 22.4% originated from online loan consumers. Collection methods were the primary issue complained about. 82% of online loan complaints stemmed from illegal online lenders.

Furthermore, 16.6% of complaints originated from online shopping consumers. 26% of these complaints were due to Grab Toko Indonesia (not affiliated with Grab). The owner of Grab Toko, YM, is currently undergoing trial for fraud.