Countering Cyber Attacks, BNI Strengthens Literacy and Customer Protection

Countering Cyber Attacks, BNI Strengthens Literacy and Customer Protection

JAKARTA, 19 August 2022 -- Indonesia has a large enough digital economy potential to be developed in the future. Nevertheless, optimizing opportunities needs to be followed by efforts to increase people's digital literacy in order to minimize cyber crime.

The Financial Services Authority (OJK) stated that Indonesia has 55 million skilled workers and is projected to increase to 113 million by 2030. Along with this trend, internet users in Indonesia have grown by 52.68% year on year (yoy) to 202 million people as of January 2021.  

OJK data records that Indonesia's financial inclusion level has only reached the level of 76.9% in 2019. Meanwhile, the level of financial literacy is still relatively low at 38.03%. In fact, the digital literacy index is still 3.49%.

OJK's Director of Financial Literacy and Education, Horas V.M. Tarihoran stated that innovation in the digital financial era has made a lot of economic potential more open. Nevertheless, all parties still need to be aware of the cybersecurity risks that continue to be exposed, which is mainly caused by the low digital literacy of the community.

"So far, we see that there are around 38% of the people who have access to financial products that are vulnerable to being attacked by cybercrimes," he explained.  

Therefore, Horas conveyed that financial literacy cannot be improved by OJK alone, the role of the financial services sector, including banking, is needed. Moreover, there are about 3,100 financial service institutions registered with the OJK and it seems that only 40% of those who have fulfilled have carried out educational activities at least once a year.

“Big banks such as PT Bank Negara Indonesia (Persero) Persero Tbk. or BNI has conducted educational activities more than once. I am also grateful to our banking friends and our financial inclusion is the largest in banking, 73% are in banking, so it is natural for fellows in banking to carry out literacy activities," he said.

Expressing the same thing, Head of the Risk Management Division of Bank BNI, Rayendra Minarsa Goenawan, stated that he had synergized with regulators, both OJK and Bank Indonesia in implementing consumer protection. He admits that literacy is the main guard in protecting consumer data.  

“Security is not only from financial service actors, but most importantly from the data owners themselves in guarding it. So the end user AS the owner of DATA is everyone who uses the product, so literacy must be increased along with the increase in inclusion," explained Rayendra on the same occasion.  

In order to provide protection for customers, BNI has prepared various strategic steps. Start by providing a complaint center through BNI Contact Center (BCC) which operates 24/7. Customers can submit complaints by telephone 1500046, sending email to or even visit the nearest BNI branch office.

In addition, BNI has a unit that monitors customer transactions and receives customer complaints reports 24 hours a day in 7 days. BNI has also carried out a fraud detection function which functions to detect fraud activity in real time.

It doesn’t stop there, BNI had also followed the Bye Laws rules released by Bank Indonesia. Bye Laws are guidelines for blocking customer deposit accounts and refunding customer funds in the event of an indication of a criminal act. Bye Laws are used by banks for uniform implementation in banking practices for Bye Laws participating banks.

The main purpose of Bye Laws is so that the proceeds of crime can be immediately blocked and returned to the customer.

“BNI continues to strive to comply with OJK directives as banking supervisor to provide education to customers regarding customer data protection through various channels," he said.  

BNI urges customers to always maintain the confidentiality of personal information including PIN and OTP transactions. Immediately contact the bank's call center if the card is lost, stolen by others, or there are irregularities in banking transactions.

Customers are also expected not to give or lend credit or debit cards to anyone. Also complete your mobile phone with anti-virus and do not use public WiFi facilities in making transactions.  

Register an email or SMS transaction notification and update the data to the bank if there is any data change. Finally, avoid transactions via unknown webs or at e-commerce merchants that do not implement 3D secure.


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