E-Consumer Protection:
Indonesia’s Perspective
Masitoh Indriani, SH., LL.M Department of International Law Faculty of Law Universitas Airlangga
Contents
5) E-Consumer’s Dispute Settlement
4) E-Merchant’s Rights and Obligation 3) E-Consumer’s Rights and Obligation 2) Question to be addressed
Question to be addressed
…
Ø Creation of a favorable business environment: Issues concerning security and authentication
Ø Consumer’s trust and confidence àData Protection and Privacy
Ø Digital signatures and contracts
Ø Affordable and cheap access: infrastructure development, “digital divide” issue
Law No.8/1999 on Consumer
Protection
Article 1 (2):
Consumer
is every person(user) of goods
and/or services provided in the community,
for their benefit, their families, and for other
and intended to not be traded .
Konsumen
adalah setiap orang pemakai
barang dan/atau jasa yang tersedia dalam
masyarakat, baik bagi kepentingan diri
Article 1 (3):
Business entity is any individual or entity (legal and non legal entity) established and domiciled or
conducting activities within the jurisdiction of the Republic of Indonesia, either alone or by
agreement , conducting business activities in various economic fields.
Pelaku usaha adalah setiap orang perseorangan atau badan usaha, baik yang berbentuk badan
hukum maupun bukan badan hukum yang didirikan dan berkedudukan atau melakukan kegiatan dalam wilayah hukum negara Republik Indonesia, baik
Does Law No.8/1999 able to reach
e-consumer???
E-Consumer’s Rights
Consumer’s Rights (JFK) à
Ø the right to safety
Ø the rights to be informed
Ø the right to choose
Ø the right to be heard
IOCU (the International Organization of Consumers Union) à
Ø The right to consumer education
Ø The right to redress
Indonesia
à
Law No. 8 Year 1999 on Consumer Protection
Consumer’s Rights à Article 4: a. hak atas kenyamanan,
keamanan, dan keselamatan
dalam mengkonsumsi barang dan/ atau jasa;
b. hak untuk memilih barang dan/ atau jasa serta mendapatkan barang dan/atau jasa tersebut sesuai dengan nilai tukar dan kondisi serta jaminan yang dijanjikan;
c. hak atas informasi yang benar, jelas, dan jujur mengenai kondisi dan jaminan barang dan/atau jasa; d. hak untuk didengar pendapat
dan keluhannya atas barang dan/ atau jasa yang digunakan;
e. hak untuk mendapatkan advokasi, perlindungan, dan upaya penyelesaian sengketa perlindungan konsumen
secara patut;
f. hak untuk mendapat pembinaan dan pendidikan konsumen;
g. hak untuk diperlakukan atau dilayani secara benar dan jujur serta tidak diskriminatif;
h. hak untuk mendapatkan kompensasi, ganti rugi dan/atau penggantian,
apabila barang dan/atau jasa yang diterima tidak sesuai dengan
perjanjian atau tidak sebagaimana mestinya;
i. hak-hak yang diatur dalam ketentuan peraturan perundang-undangan
a. the right to the feel comfort, security, and safety in
consumption of goods and / or services;
b. the right to choose the goods and / or services and obtain goods and / or services in
accordance with the exchange rate and conditions and
guarantees as promised; c. the right to information that is
correct, clear, and honest about the condition and
guarantee of the goods and / or services;
d. the right to be heard regarding the opinions and complaints on goods and / or services used;
e. right to advocacy, protection, and mediation in consumer protection;
f. the right to receive guidance and consumer education; g. the right to be treated or
serviced properly and honestly and not discriminatory;
h. the right to obtain
compensation and / or
replacement, if the received goods and / or services are not in accordance with the
agreement or not as it should be;
i. the rights in the other
e-Consumer’s Obligation
Article 5 Law No. 8 Year 1999 à
Ø The obligation to read or to follow the instructions and procedures for the use of the information / use of goods
Ø Good faith
Ø Pay the goods and/or services according to the exchange rate
