Legal Review of Consumer Protection Against Digital Transaction Service Disruptions by Banking Companies in Indonesia

Abstract

The development of digital technology has driven significant transformation in the banking sector, particularly through digital banking services that offer high convenience and efficiency for customers. However, behind this progress, legal problems have also emerged due to disruptions in digital transaction services, both cyber and non-cyber in nature, which can harm customers and reduce public trust in the banking system. This study aims to examine the form of legal protection for consumers and the legal responsibility of banks in dealing with digital service disruptions in Indonesia. This research uses a normative juridical method with statutory and conceptual approaches and is based on laws and regulations, legal literature, and related library studies. The results show that legal protection for digital banking consumers has been comprehensively regulated through various regulations, including Law Number 8 of 1999 concerning Consumer Protection, Law Number 11 of 2008 concerning Electronic Information and Transactions, and Financial Services Authority Regulation Number 6/POJK.07/2022. The legal responsibility of banks covers three dimensions, namely civil liability, in the form of an obligation to provide compensation for customer losses; administrative liability, in the form of sanctions from supervisory authorities for violations of prudential and system security principles; and criminal liability, if the negligence or actions of the bank contain criminal elements that cause harm to consumers. Although the existing legal framework is quite comprehensive, there are still normative gaps, especially regarding the limits of bank responsibility for non-cyber disruptions. Therefore, it is necessary to strengthen regulations, implement good digital banking governance, and enhance supervision by the Financial Services Authority (OJK) and Bank Indonesia to ensure legal certainty, consumer protection, and public trust in the digital banking system in Indonesia.