Consumer Protection - Bank Sentral Republik Indonesia
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March 26, 2017

PAYMENT SYSTEM SERVICES CONSUMER PROTECTION

Trends in the development of payment systems, continues to increase both in nominal and volume of transactions. One of drivers is the extremely rapid development of information and communication technology, creating a range of innovations that enable people to perform electronic payment system transactions anywhere and anytime.

Those innovations include financial services through ATM machines and ATM/Debit card, credit card, electronic money (e-money), fund transfer, ease of getting cash as well as a variety of payment gateway services/payment processor that currently thrives in Indonesia. Various services have helped people in gaining access to finance more easily. A variety of financial products has grown rapidly and become an integral part of our daily lives.

The increasing ease, diversity and frequency of transactions in payment systems services certainly have consequences not only for consumers but also for the providers and authorities in the field of payment systems. Consumers require clear and accurate information about the benefits and risks of payment system services to better mitigate the risks they are exposed to.

To address those needs, Bank Indonesia formed a special division that handles payment system services consumer protection namely, the Division of Consumer Protection Payment System, which is initiated on August 1, 2013. This division activities are including both cash and non cash. Follow up to the consumer’s compliant will be made by Bank Indonesia with applicable mechanism, education, consultation and/or facilitation. Any payment system provider (bank and non bank) may not charge any cost to consumers for any applied complaints.

 

I. DEFINITION
Consumer protection is an effort to ensure legal certainty to provide protection to payment system services consumers.

 

II. FUNCTION
Payment System Services Consumers Protection has three functions, namely:

  1. Education; to provide clear understanding of payment system services, which is actively done by Bank Indonesia through mass media or public education to an audience of general public, academics, students, schools, etc.
  2. Consultations; will be provided to consumers facing problems in using payment system services by phone, e-mail, letter, and Bank Indonesia offices.
  3. Facilitation; will be provided to settle disputes between consumers and payment system services providers with potential for consumers’ financial losses. Facilitation is through inviting, convening listening and encouraging the parties involved to resolve the problem.

 

III. SCOPE
The payment system services and/or products within the scope of payment system consumer protection are:

  1. Issuance of fund transfer instruments and/or withdrawal of funds
  2. Funds transfer
  3. Card Based Payment Instrument (ATM/Debit Card & Credit Card)
  4. Electronic money
  5. Providing and/or depositing Rupiah banknotes
  6. Other payment system services determined in BI regulations

 

IV. CONSUMER PROTECTION SUBJECTS and PRINCIPLES
Subject of consumer protection is end consumer such as the ATM/Debit cardholder, credit card cardholder, electronic money, the sender and recipient of the fund transfer etc.
 
Consumer protection Principles are:
  1. Fairness and reliability
  2. Transparency
  3. Consumers’ data and/or information protection
  4. Effective complaints handling and resolution

 

V. MECHANISM
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VI. REQUIREMENTS FACILITATION REQUEST TO BANK INDONESIA
Bank Indonesia will only process complaints that meet the following requirements:
 
  1. Consumer has submitted complaint to be responded by
  2. Both parties have not reached an agreement
  3. Complaints are civil matters that are not in the process or have not been settled by a mediation, arbitration or judicial institutions
  4. Consumer experienced financial losses
 
VII. CONTACT US
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