Consumer Complaint Contact
If you experience a problem or wish to submit a complaint regarding a transaction on the Ardindo platform, you may contact the official Consumer Complaint Service of the Directorate General of Consumer Protection and Trade Compliance (Ditjen PKTN), Ministry of Trade of the Republic of Indonesia.
Complaint Channels
Complaints can be submitted through the following channels:
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Phone
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Websitesimpktn.kemendag.go.idSelect the Form Lapor menu or the SISWASPK service
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Walk-inDirectorate of Consumer EmpowermentBuilding I, 6th Floor, Jl. M.I. Ridwan Rais No. 5, Gambir, Central Jakarta 10110
Operating Hours
Monday – Friday, 08:00 – 17:00 WIB (Western Indonesia Time).
What to Prepare Before Filing a Complaint
Please ensure you have the following documents and information ready before contacting the complaint service:
- Order number (order ID) of the problematic transaction
- Proof of payment (screenshot or transfer receipt)
- Communication history with the seller (screenshot of conversation)
- Photos or evidence of the item's condition (if related to damage or product discrepancy)
- Personal identification (ID card or other supporting documents)
Complaints accompanied by complete evidence will be processed faster and more effectively.
Complaint Handling Process
1
Submit your complaint through one of the channels above, attaching all required documents and evidence.
2
Ditjen PKTN will verify the submitted complaint in accordance with applicable regulations.
3
You will receive a complaint acknowledgement along with a ticket number to track the progress of the handling.
4
Follow-up actions will be carried out in accordance with consumer protection procedures and regulations applicable in Indonesia.
Legal Basis
This complaint service is conducted based on:
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1Law No. 8 of 1999 on Consumer Protection
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2Law No. 7 of 2014 on Trade
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3Government Regulation No. 80 of 2019 on Trading Through Electronic Systems
