Indonesia’s Financial Services Authority (OJK) has summoned the management of PT Kredivo Finance Indonesia (Kredivo) and PT KreditFazz Digital Indonesia (KrediFazz) over a viral social media report alleging improper debt collection conduct against a consumer in Purworejo Regency, Central Java.

OJK held the meeting on 23 July. It sought a full chronology of the incident, the companies’ initial findings, the actions they have taken so far, and their plans to prevent similar cases.

Kredivo and KrediFazz initially told OJK that the consumer used the Kredivo app.

However, the cash loan facility at the centre of the complaint was a KrediFazz product, which KrediFazz marketed through that app.

A third-party agency working with KrediFazz carried out the field debt collection.

OJK said financial services institutions remain fully responsible for activities third parties carry out on their behalf.

Using a debt collection agency, it said, does not remove their obligation to ensure collection activities comply with regulations, consumer protection principles, and ethical standards.

What OJK Is Requiring From Both Companies

OJK has asked Kredivo and KrediFazz to conduct a thorough, objective, and documented internal investigation involving all relevant parties.

It also wants both companies to report their findings and follow-up actions to the regulator.

Beyond that, OJK wants both companies to review how they select, supervise, and evaluate third-party debt collection agencies.

OJK also wants them to strengthen their collection policies and procedures, take action against anyone it finds committed violations, and give consumers and the public accurate information.

Indonesia’s Financial Services Authority said it is still examining the case. It will review relevant documents, including the companies’ internal investigation results, their cooperation agreements with debt collection agencies, and their collection policies and procedures.

It said it will take supervisory or enforcement action if the review finds a violation of applicable rules.

The regulator asked the public not to draw conclusions before it completes its review and gathers all the facts.

It also urged all parties to communicate constructively rather than circulate unverified information.

OJK said it continues to require all financial service providers to conduct ethical debt collection.

It wants providers to avoid threats, violence, humiliation, or other conduct that breaches consumer protection rules.

Consumers who experience or become aware of suspected violations can file a report through OJK’s contact centre, WhatsApp line, email, or its consumer protection portal app.

Recurring Scrutiny Over Collection Practices in Indonesia

Debt collection conduct keeps causing friction in Indonesia’s fintech lending sector.

OJK Regulation 22 of 2023 already requires third-party collectors to hold a licence, employ certified staff, and operate under written agreements with lenders.

The regulation also bars threats, violence, harassment of third parties, and contact outside permitted hours.

Complaints linked to coercive collection have remained a meaningful share of the grievances OJK receives about registered lenders. OJK logged more than 1,100 such complaints between January 2024 and January 2025 alone.

Featured image: Edited by Fintech News Indonesia based on an image by Baaqii via WikiMedia Commons.