LAPS SJK

What LAPS SJK does

LAPS SJK (Lembaga Alternatif Penyelesaian Sengketa Sektor Jasa Keuangan) is Indonesia's sole OJK-licensed Alternative Dispute Resolution institution for the financial services sector. Founded on September 22, 2020, by 3 Self-Regulatory Organizations and 19 industry associations, and operating since January 1, 2021 under operational license from Otoritas Jasa Keuangan (OJK) issued December 29, 2020, the entity consolidated and replaced six prior sector-specific dispute resolution bodies (BAPMI, BMAI, BMDP, LAPSPI, BAMPPI, BMPPVI) while extending coverage to fintech disputes. It is structured as a private, independent incorporated association (Perkumpulan Berbadan Hukum) governed by a 3-person Board of Administrators (2024-2027 term) and an 8-member Supervisory Board drawn from sector associations.

The institution offers three core out-of-court dispute resolution services: Mediasi (mediation facilitated by a certified LAPS SJK mediator), Arbitrase (arbitration by an arbiter or arbitral panel issuing final and binding decisions), and Pendapat Mengikat (binding opinion on contractual interpretation or execution issued by a panel). These services are supported by 120+ registered mediators and arbitrators and governed by six internal regulations covering procedures, code of ethics, and fees. Case intake runs through direct channels (website, email, Instagram, WhatsApp), postal mail, and a referral pipeline from OJK's consumer protection portal (APPK / Kontak 157).

LAPS SJK monetizes through a combination of PUJK membership fees (one-time founding fee plus recurring annual dues from 2,900+ Financial Services Business Actor members across banking, insurance, fintech, financing, capital markets, and pawnshop sectors) and transactional dispute resolution fees (registration, administrative, mediator/arbiter honoraria, hearing costs) for commercial cases. Mediation for retail and small claims (thresholds ranging from Rp200 million for financing/fintech/pawnshop to Rp750 million for general insurance) is provided free of charge. As of December 2025, LAPS SJK had handled 11,849 cumulative complaints since operations began, with a reported 98% user satisfaction rate and 100% follow-up coverage.

Name

LAPS SJK

Legal name

Lembaga Alternatif Penyelesaian Sengketa Sektor Jasa Keuangan

Website

https://lapssjk.id

Company type

Private

Founded year

2020

Operating status

Operating

Headcount range

11–50 employees

Short description

LAPS SJK is the sole OJK-licensed Alternative Dispute Resolution institution for Indonesia's financial services sector, offering mediation, arbitration, and binding opinion services to consumers and 2,900+ financial institutions across banking, insurance, fintech, and capital markets.

Ownership category

akta.pro rank

Product category

Alternative Dispute Resolution (Financial Services)

akta.pro primary industry

Dispute Resolution, Appeals & Tax Tribunals (BPAIADAK)

Keywords

• Alternative dispute resolution
• Financial dispute mediation
• Arbitration services
• Financial sector consumer protection
• Out-of-court settlement

Headquarters

HQ city

Jakarta

HQ country

Indonesia

HQ region

Asia

Offices1 record

Markets served

GTM type

B2B and B2C

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Technology or R&D, Others

Revenue model

1. Membership Fees (Iuran Anggota): LAPS SJK collects two types of member fees: (1) a one-time founding fee (Iuran Pendirian / set-up cost) and (2) an annual fee (Iuran Tahunan / annual levy) collected from all PUJK members each year.
2. Dispute Resolution Fees (Commercial Cases): For commercial disputes (outside of small claims), parties pay dispute resolution fees including registration fees, administrative costs, mediator/arbiter honoraria, and hearing costs. Mediation for small claims (retail claims up to thresholds per sector) is free for both parties.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels6 records

Core offering

As the sole OJK-licensed Alternative Dispute Resolution institution for Indonesia's financial services sector, LAPS SJK provides out-of-court dispute resolution services — mediation, arbitration, and binding opinions — to consumers and to Financial Services Business Actors (PUJK). The institution consolidated six prior sector-specific LAPS bodies and expanded its coverage to fintech disputes, offering free mediation for retail/small claims up to sector-defined thresholds and fee-based arbitration for commercial disputes.

Product overview

LAPS SJK operates as a unified Alternative Dispute Resolution (ADR) platform for Indonesia's financial services sector, offering three integrated core services: Mediasi (Mediation), Arbitrase (Arbitration), and Pendapat Mengikat (Binding Opinion). The platform serves consumers and Financial Services Business Actors (PUJK) across banking, insurance, fintech, financing, and capital markets sectors. Mediasi enables negotiated settlements through certified mediators, Arbitrase provides binding arbitration decisions by arbiters, and Pendapat Mengikat offers authoritative interpretations of contractual disputes. All three services are governed by LAPS SJK's own regulations and operate under operational authorization from OJK (Otoritas Jasa Keuangan).

Differentiator

Problem solved

Functional benefit

Products and services

• Mediasi (Mediation) Mediation service for resolving financial disputes through negotiation between parties facilitated by a neutral LAPS SJK-certified Mediator to reach a fair and mutually beneficial agreement. Available pro-bono for retail/small claims up to sector-defined thresholds (Rp200M for financing/pawnshop/fintech, Rp500M for banking/capital markets/life insurance/venture capital/credit guarantee, Rp750M for general insurance).
• Arbitrase (Arbitration) Arbitration service for resolving civil disputes outside general courts based on written arbitration agreements between parties, assisted by LAPS SJK Arbiters whose decisions are final and binding. Fees include registration, administrative, arbiter honorarium, and examination costs, calculated using the LAPS SJK fee simulation tool.
• Pendapat Mengikat (Binding Opinion) Binding Opinion service that resolves differences of opinion between parties regarding the content or implementation of an agreement, provided professionally and independently by LAPS SJK through a Panel Team. Fees include registration, administrative, panel honorarium, and hearing deposit.

Quantifiable outcome

• 98% user satisfaction rate
• +4 more outcomes

Named customers6 records

Segments3 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature3 records

Partnerships

Five partnerships are on record, tiered core and minor.

• Lembaga Penjamin Simpanan (LPS) - Indonesia Deposit Insurance CorporationcoreStrategic or Co-development Partner · 2 December 2025LPS and LAPS SJK conducted a sharing session on December 2, 2025, to strengthen coordination for the implementation of the Policy Insurance Guarantee Program (PPP), particularly regarding objection handling for policyholders of insurance companies under LPS's guarantee scheme.
• Fakultas Hukum Universitas Andalas (FH UNAND)minorStrategic or Co-development Partner · 20 November 2025LAPS SJK and FH UNAND signed a cooperation agreement on November 20, 2025, to strengthen collaboration in education, research, and human resource development in law and dispute resolution. Sutardjo (Chairperson of LAPS SJK) participated in a national seminar on mock trials and delivered a presentation on the role of LAPS SJK.
• Otoritas Jasa Keuangan (OJK) - Directorate of Consumer Legal DefensecoreStrategic or Co-development Partner · 28 October 2025LAPS SJK collaborates with OJK's Directorate of Consumer Legal Defense on strategic activities including consumer protection socialization events, such as the October 2025 event in Makassar covering South and West Sulawesi. This partnership is central to LAPS SJK's mandate as the sole licensed LAPS in the financial services sector.
• Self-Regulatory Organizations (SROs) - 3 organizationscoreStrategic or Co-development Partner · 22 September 2020Three Self-Regulatory Organizations (SROs) in the capital markets sector co-founded LAPS SJK, playing a foundational role in the institution's establishment and governance.
• Financial Services Sector Associations (19 associations)coreStrategic or Co-development Partner · 22 September 202019 associations from across the financial services sector co-founded LAPS SJK alongside the SROs, providing institutional membership and governance representation. Associations include PERBANAS, ASBISINDO, PERBARINDO, AAUI, AASI, AAJI, APPI, PPGI, AFPI, AMVESINDO, and others.

Scale indicators9 records

Recent moves8 records

Expansion highlights5 records

Broad incumbents

• JAMS: The largest private alternative dispute resolution provider in the United States, offering arbitration and mediation across all industries. Comparable as a scaled ADR services organization, but with broader scope and no regulatory exclusivity.
• CPR International Institute for Conflict Prevention and Resolution: International ADR organization offering arbitration and mediation rules, panels of neutrals, and dispute prevention services globally. Comparable as an established ADR ecosystem provider, though without a financial-sector monopoly.

Direct peers

• Australian Financial Complaints Authority (AFCA): Australia's single external dispute resolution scheme for financial services, consolidating prior sector bodies and covering banking, insurance, and fintech complaints. Closely analogous to LAPS SJK in mandate, sector coverage, and consumer-protection orientation.
• Financial Ombudsman Service (UK): The UK's statutory financial-services dispute resolution body, handling consumer complaints against banks, insurers, and financial firms. Closest functional peer: an officially sanctioned financial-sector ombudsman providing free or low-cost dispute resolution to consumers.
• Singapore International Arbitration Centre (SIAC): A leading international arbitration institution based in Singapore. Comparable as a regional Asian ADR provider competing for commercial financial disputes, though SIAC operates internationally and across industries whereas LAPS SJK is domestic and financial-sector focused.
• Badan Arbitrase Nasional Indonesia (BANI): Indonesia's principal national arbitration institution, offering arbitration, mediation, and adjudication services. Directly comparable as a domestic Indonesian ADR body, though LAPS SJK is sector-specific to financial services whereas BANI serves all commercial sectors.
• Singapore Mediation Centre (SMC): Specialist mediation institution for commercial, financial, and civil disputes in Singapore. Comparable on mediation service delivery and professional mediator roster, though broader in scope and serving a different geography.
• Korea's Financial Dispute Mediation Committee (under Financial Supervisory Service): Korea's regulator-affiliated financial dispute mediation body handling consumer financial complaints. Functionally analogous as a national, regulator-linked ADR institution dedicated to financial sector dispute resolution in an Asian market.
• Banking Ombudsman of India: RBI-administered Banking Ombudsman Scheme for resolution of complaints against banks and financial institutions in India. Functionally analogous as a regulator-backed consumer dispute mechanism for the banking and financial sector.

Regional players

• Hong Kong International Arbitration Centre (HKIAC): Major Asian arbitration institution offering arbitration, mediation, and domain name dispute resolution. Comparable on ADR service model and regional relevance, though broader in scope and primarily serving cross-border or Hong Kong-domiciled matters.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• Facebookfacebook.com/lapssjk
• Instagraminstagram.com/lapssjk
• LinkedInlinkedin.com/company/lembaga-alternatif-penyelesaian-sengketa-sektor-jasa-keuangan

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about LAPS SJK