Abstract: The aims of this research are describing and measuring the effectiveness fasilitation program by
Finansial Supervision Authority (Otoritas Jasa Keuangan –OJK) to give protection to the banking customers.
That fasilitation program is OJK’s effort to help consumer meet and solve his problem with banking trough
mediation, OJK as fasilitator. This research is empirical research with descriptive research. Research location in
Directorate of Consumer Service, Otoritas Jasa Keuangan Jakarta and some customers in Surakarta. Type and
researchs resource are primary and secondary data. Data Colecting technique trough interview and library
research.
Base on the result, the implementation of fasilitation program, consists of three steps, there are pre-facilitation,
facilitation, and post facilitation. Fasilitation program is departed by consumers complaint to his banking and
followed by filing his problem to OJK. There are some problems in the implementation of fasilitation
program, so that facility is not yet effective as the alternative dispute resolution to give custumers protection.
The main regulation number 1/POJK.07/2013 about Customer Protection in Financial Service Sector, still
some weakness, the main weakness is fasilitation program is not much known and not entrenched yet.
Keywords: fasilitation program, complaint, customer protection