Legal Protection For Digital Bank Customers Without Branch Offices In Resolution Of Banking Complaints And Disputes In Indonesia

The development of digital technology has given rise to a banking service model that allows customers to access various banking services without having to visit a branch office. Digital banks offer the convenience of opening accounts, transferring funds, making payments, depositing funds, and other services through applications or electronic means. However, the characteristics of digital banks, which do not rely on conventional branch offices, pose unique challenges in terms of legal protection for customers, particularly when customers experience problems and require in-person service or complaints. These issues become more complex when unauthorized transactions, account blocking, loss of funds, system disruptions, transaction failures, misuse of personal data, or other issues requiring immediate resolution occur. This study aims to analyze the legal protection for customers of digital banks without branch offices and analyze the complaint and dispute resolution mechanisms that customers can use when experiencing problems. This study uses a normative juridical method with a statutory and conceptual approach. The results show that the absence of physical branch offices does not eliminate the obligation of digital banks to provide customers with access to complaints and dispute resolution. Digital banks are required to provide effective, accessible, transparent, and accountable complaint channels. If complaints to the bank are not resolved, customers can use dispute resolution mechanisms in the financial services sector in accordance with applicable regulations. Therefore, legal protection for digital bank customers must ensure that limited physical interaction does not become an obstacle for customers to obtain justice and resolution when experiencing losses.

1. A. Legislation
2. Republic of Indonesia. Law Number 7 of 1992 concerning Banking, as amended by Law Number 10 of 1998.
3. Republic of Indonesia. Law Number 8 of 1999 concerning Consumer Protection.
4. Republic of Indonesia. Law Number 11 of 2008 concerning Electronic Information and Transactions, as last amended by Law Number 1 of 2024.
5. Republic of Indonesia. Law Number 21 of 2011 concerning the Financial Services Authority.
6. Republic of Indonesia. Law Number 27 of 2022 concerning Personal Data Protection.
7. Republic of Indonesia. Law Number 4 of 2023 concerning the Development and Strengthening of the Financial Sector.
8. Republic of Indonesia. Government Regulation Number 71 of 2019 concerning the Implementation of Electronic Systems and Transactions.
9. B. Financial Services Authority Regulations
10. Financial Services Authority. Financial Services Authority Regulation Number 12/POJK.03/2018 concerning the Provision of Digital Banking Services by Commercial Banks.
11. Financial Services Authority. Financial Services Authority Regulation Number 6/POJK.07/2022 concerning Consumer and Public Protection in the Financial Services Sector.
12. Financial Services Authority. Financial Services Authority Regulation Number 22 of 2023 concerning Consumer and Public Protection in the Financial Services Sector.
13. Financial Services Authority. Financial Services Authority Regulation Number 21 of 2023 concerning Digital Services by Commercial Banks.
14. Financial Services Authority. Financial Services Authority Regulation Number 10/POJK.05/2022 concerning Information Technology-Based Joint Funding Services.
15. C. Book
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20. Ahmadi Miru and Sutarman Yodo. 2019. Consumer Protection Law. Jakarta: Rajawali Pers.
21. D. Scientific Journal
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