Heaptalk, Jakarta – Unethical developers have long plagued Indonesia’s property industry, leaving consumers vulnerable to various issues, from substandard housing specifications to problematic land certificates and even outright fraud. Addressing these concerns, the Ministry of Housing and Residential Areas (PKP) has launched BENAR-PKP (an abbreviation of Help, Education, and Friendly Assistance channel which handles complaints from housing consumers).
This new housing consumer complaint channel aims to streamline the consumer complaint process in the housing sector while promoting transparency and improving public services within the ministry.
A Commitment to Action, Not Just a Program
Minister of PKP Maruarar Sirait regrets that this program has only just been established, even though housing issues have been ongoing for decades. He emphasized that although it is late, this program is expected to be properly implemented to bring a positive impact to society.
“I will not be proud just because this program is launched. I will only feel proud if it is effective and beneficial for the people,” said Minister of Housing and Residential Areas Maruarar Sirait during the launch event in Jakarta on March 26.
To access this program, people can contact BENAR-PKP team via WhatsApp at 0812-88888-911. The reports will be handled by a Housing Complaint Task Force, which consists of multiple agencies and organizational units working together to facilitate, mediate, and verify complaints between consumers and developers.
This task force includes representatives from the Ministry of Housing and Residential Areas (both central and regional offices), the National Consumer Protection Agency (BPKN), the Indonesian Consumers Foundation (YLKI), the Public Housing Savings Agency (BP Tapera), Bank BTN, and Property Developer Associations.
“I hope BENAR-PKP can meet the expectations of Indonesians seeking justice in housing disputes, including those affected by the Meikarta case,” Minister Sirait emphasized. “Once again, I urge all stakeholders to enforce the law fairly, as mandated by President Prabowo, to support the success of the 3 Million Houses Program.”
Beyond Just Housing Supply: Addressing Consumer Protection
During the event, Director General of Residential Areas Fitrah Nur highlighted that with such an ambitious target—building 3 million homes—the ministry’s focus extends beyond just housing supply. It must also ensure a strong consumer complaint service.
“We conducted field inspections and found many buildings that failed to meet promised specifications. The more houses we build, the more issues will arise. That’s why we need a mechanism like BENAR-PKP to protect consumers,” Fitrah explained.
In addition to resolving consumer complaints, the initiative will also enhance public literacy about the housing sector, provide data as decision-making support, and create a hub for inter-institutions collaboration in addressing complaints.
BENAR-PKP Barcode System: Ensuring Housing Transparency
As part of its digitalization efforts, the Ministry of Housing plans to introduce a BENAR-PKP barcode system to increase transparency.
“The system will centralize data, allowing consumers to scan a barcode and access critical property details—such as ownership certificates, land size accuracy, and potential legal issues,” Fitrah said.
This initiative aims to prevent breaches of contract and fraud while ensuring compliance with property specifications. The government also plans to collaborate with regulators, including Indonesia’s Financial Services Authority (OJK), to further develop the system.
“In the future, homebuyers can simply scan a barcode to verify property legitimacy, making them feel more secure. We are currently working on the necessary regulations to support this initiative,” Fitrah added.
Consumer Advocacy Groups Welcome the Initiative
Rini, a representative from the Consumers of Meikarta Community, appreciates the launch of BENAR-PKP.
“I hope this platform helps resolve the numerous complaints and disputes in the housing sector, including the Meikarta case. We need clear answers from the government, and we demand a refund for the homes that were never delivered,” Rini asserted.
With BENAR-PKP, PKP Ministry is taking a firm step toward protecting housing consumers and ensuring greater accountability in Indonesia’s property sector.
