Analysis of Digital Bank Customer Protection Against Loss of Funds in Accounts Reviewed According to Indonesian Positive Law

Muhammad Raihan Hakim; Moody Rizqi Syailendra Putra

doi:10.26623/julr.v8i2.12073

Authors

Muhammad Raihan Hakim Tarumanagara University
Moody Rizqi Syailendra Putra Tarumanagara University

DOI:

https://doi.org/10.26623/julr.v8i2.12073

Keywords:

Account, Customer Protection, Digital Bank, Funds, Positive Law

Abstract

This research aims to analyze digital bank customer protection regarding cases of fund losses in accounts based on Indonesian positive law, examining the legal framework governing consumer protection in digital banking services. The urgency of this study stems from the rapid advancement of information technology in the banking sector, which is creating new challenges and cases, including instances of customer fund losses from accounts through system failures and cyber attacks. This research employs a qualitative approach with an empirical normative design, analyzing legal provisions, regulations, and their practical implementation in protecting digital bank customers. The findings reveal that digital banks are specifically regulated in POJK No. 12/POJK.03/2021 and must apply consumer protection principles according to POJK No. 6/POJK.07/2022, including transparency, fair treatment, reliability, confidentiality, and data security. The study demonstrates that fund losses due to system failures or hacking constitute violations of electronic system reliability and security principles as regulated in the ITE Law, with consumer protection guaranteed by Law No. 8 of 1999 and Law No. 10 of 1998 on Banking. This research contributes new insights into the intersection of digital banking regulation and consumer protection law, revealing gaps in current enforcement mechanisms, particularly regarding third-party cyber crimes, and proposes enhanced protective measures for Indonesia's growing digital banking sector. This study recommends strengthening regulatory enforcement mechanisms, expanding bank liability frameworks for external cyber crimes, and enhancing cybersecurity infrastructure to ensure comprehensive customer protection in digital banking.

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