The Indonesian Consumers Foundation (YLKI) noted that in 2019 there were 1,871 consumer complaints. Complaints are divided into two, namely individual and group or collective.
There were 1,308 complaints in groups or collectively and individually as many as 563 complaints. YLKI took 10 categories of complaints from the total number, namely banking, online loans, housing, shopping on line, leasing, transportation, electricity, telecommunications, insurance, and public services.
YLKI also detailed that the case was dominated by 106 complaints related to banking, loans on line 96 complaints, housing 81 complaints and shopping on line reached 34 complaints.
In addition, leasing (32 complaints), transportation (26 complaints), electricity (24 complaints), telecommunications (23 complaints), insurance (21 complaints) and public services reached 15 complaints.
Discusses 34 complaints on shopping on line, based on YLKI data, spending problems on line divided into eight categories. First, 28.2 percent of ordered goods were not received. Second, 15.3 percent of ordered goods did not meet specifications. Third, refund 15.3 percent.
“Fourth, the transaction system is 12.8 percent. Fifth, fraud is 12.8 percent. Sixth, others are 7.6 percent. Seventh, the system server as much as 5.1 percent. Then, piracy account 2.5 percent, “said YLKI Complaints Staff Rio Priyambodo, at the YLKI office, Jalan Duren Tiga, South Jakarta, Tuesday, January 14.
Rio explained, business actors on line The one that received the most complaints was Bukalapak with a complaint achievement of 17.6 percent.
“JD.ID is also the same as Bukalapak 17.6 percent. Then Shopee is in third place, 14.7 percent. Followed by Tokopedia 8.8 percent,” he said.
Rio continued, there was also an e-commerce complaint with a World Price of 5.8 percent, OYO being calculated at 5.8 percent. Meanwhile, e-commerce related to tourism services Tiket.com had 5.8 percent of complaints. Booking.com, Etokobagus, Lazada, Nusatrip, Qoo1, Landor, Shopintar, and Super Bela each 2.9 percent.
YLKI Daily Executive Chairman Tulus Abadi said, on average, complaints related to e-commerce were the difficulty of complaints made by consumers due to communication with machines.
Tulus suggested, to facilitate consumer complaints against business actors, there must be interactions with humans. According to him, it is a machine of the effectiveness of digital technology, but access to complaints against humans that can be more dynamic should be opened.
“So we asked the government for each of them marketplace it handles complaints involving humans. There are human resources who handle it because machines are inanimate objects that cannot be compromised, “explained Tulus.
Tulus admitted, the proposal was to provide a complaint handling team in each marketplace this has often been conveyed by his party to business actors.
“Earlier there was Whatsapp coming in, I don’t know from the government or what, Bukalapak wants to meet me to discuss this matter,” he said.
According to Tulus, the problem is not only in customer service unresponsive, but also education about system penetration. According to him, because of this low consumer literacy, when making transactions there are many problems.
“So it departs from the lack of understanding or low consumer literacy. It is still lacking. On the one hand the onslaught of the digital economy is so high and massive, but consumers have not. aware about aspects that must be understood, “he said.
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