02 September 2025

Alternative Dispute Resolution Institution

For customers utilizing Islamic banking products or services, the Alternative Dispute Resolution Institution for the Financial Services Sector (LAPS SJK) offers a viable option for resolving disputes outside of court.

LAPS SJK was established under Financial Services Authority Regulation Number 61/POJK.07/2020 to provide consumer protection through out-of-court dispute resolution. In carrying out its authority, LAPS SJK is guided by five core principles: accessibility, independence, fairness, efficiency, and effectiveness.

LAPS SJK offers the following dispute resolution services:

  • Mediation
    A method where a neutral LAPS SJK mediator helps parties negotiate to reach a fair and mutually beneficial peace agreement.
  • Arbitration
    A private, out-of-court method for resolving civil disputes based on a written arbitration agreement, with the assistance of an LAPS SJK arbitrator.
  • Binding Opinion
    This service resolves differences between parties regarding the content or execution of an agreement by providing a professional and independent binding opinion from LAPS SJK.

To be eligible for LAPS SJK services, a complaint must meet the following criteria:

  • The complaint has gone through the internal resolution process with the Islamic bank, but a mutual agreement was not reached.
  • The dispute is not currently in progress or has not been decided by a court, arbitration, or another alternative dispute resolution institution.
  • The dispute is a civil matter.

LAPS SJK can also handle other disputes with the approval of the Financial Services Authority. All dispute resolution through LAPS SJK is confidential.

How to Contact LAPS SJK

Address    : Menara Karya 25th Floor, Jl. H.R. Rasuna Said Blok X-5 Kav. 1-2, RT5/RW2, Kuningan, Setiabudi, South Jakarta 12950
Email        : info@lapssjk.id
Telephone : 021-2527700

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