Consumer Protection in the Retail and Financial Services Sectors against the Practice of Exoneration Clauses
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Published
13 August 2022
Keywords:
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business actors, consumer protection, standard agreements, standard clauses, the principle of freedom of contract
Abstract
The rapid development of the business world has resulted in several changes to business actors in carrying out their business activities. This encourages the emergence of standard agreements as practicality in conducting transactions. This study aims to analyze consumer protection law and apply the principles of freedom of contract in standard agreements in online and retail financial services businesses—the descriptive qualitative method with data collection techniques using in-depth interviews and documentation studies. Informants were selected by purposive sampling. The results show that standard clauses have been regulated in Article 18 of the Consumer Protection Law. However, in practice, clauses are still found that violate and transfer responsibility to the detriment of consumers. Furthermore, regarding consumer dispute resolution, there is an overlap issue between the Financial Services Authority (OJK) and the Consumer Dispute Resolution Agency (BPSK). Therefore, if viewed from the principle of freedom of contract, the standard agreement cannot fulfill the principle of freedom of contract, and consumer protection, so especially in the financial services sector and retail, needs to increase preventive and repressive supervision by providing several alternatives dispute resolutions for disadvantaged consumers.
References
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Cornelius, K. B. (2018). Standard form contracts and a smart contract future. Internet Policy Review, 7(2), 1-18. doi:10.14763/2018.2.790
Dinanda, I. P., & Wita, I. N. (2018). The principle of freedom of contract in a standard agreement (Asas kebebasan berkontrak dalam perjanjian baku). Kertasemaya, 6(9), 1-6.
Dwiyananda, O. M., & Mawardi, I. (2015). Effect of product, price, place, promotion of modern retail on the sustainability of traditional retail business in Gresik (Pengaruh produk, harga, tempat, promosi ritel modern terhadap keberlangsungan usaha ritel tradisional di gresik). JESTT, 2(9), 759-771.
Fadlia, D. H., & Yunanto. (2015). The role of the financial services authority (ojk) in legal protection for investors for alleged fictitious investments (Peran otoritas jasa keuangan (OJK) dalam perlindungan hukum bagi investor atas dugaan investasi fiktif). Jurnal Law Reform, 11(2), 207-215.
Hakim, J. (2019). Exoneration clause on the law of consumer protection: effects and legal efforts. Jurnal Hukum dan Peradilan, 8(2), 297-314. doi: 10.25216/JHP.8.2.2019.297-314
Harianto, D. (2016). The principle of freedom of contract: the problems of its application in standard contracts between consumers and business actors (Asas kebebasan berkontrak: problematika penerapannya dalam kontrak baku antara konsumen dengan pelaku usaha). Jurnal Hukum Samudra keadilan, 11(2), 145-156.
Hayati, P. W., Hosen, M., & Hidayah, L. N. (2020). Legal protection for consumers on Shopee online shopping site in terms of legislation. Zaaken Journal of Civil and Bussiness Law, 1(1), 73-88.
Hidayah, S. A., & Sulistyowati, E. (2022). Juridical analysis of the inclusion of an exoneration clause in the terms and conditions of the ovo application (pt. visionet internasional) (Analisis yuridis pencantuman klausula eksonerasi pada syarat dan ketentuan aplikasi ovo (PT. Visionet Internasional)). NOVUM: JURNAL HUKUM, 9(1), 161-170.
Law of the Republic of Indonesia. (1999). Law of the Republic of Indonesia Number 8 of 1999 on Consumer Protection. State Gazette of the Republic of Indonesia (Undang-Undang Republik Indonesia Nomor 8 Tahun 1999 Perlindungan Konsumen. Lembaran Negara Republik Indonesia). Jakarta.
Lestari, A. P., & Utomo, L. (2020). Certainty of legal protection in standard clauses in online loan agreements in Indonesia (Kepastian perlindungan hukum pada klausula baku dalam perjanjian pinjaman online di Indonesia). Supermasi Jurnal Hukum, 2(2), 174-193.
Mahendar, F., & Budhayati, C.T. (2019). The concept of take it or leave it in a standard agreement is in accordance with the principle of freedom of contract (Konsep take it or leave it dalam perjanjian baku sesuai dengan asas kebebasan berkontrak). Jurnal Ilmu Hukum ALETHEA, 2(2), 97-114.
Munggaran, S. I., Sudjana, & Nugroho, B. D. (2019). Consumer protection against the inclusion of standard clauses in the agreement (Perlindungan konsumen terhadap pencantuman klausula baku dalam perjanjian). Jurnal Ilmu Hukum Kenotariatan Fakultas Hukum Unpad, 2(2), 187-199. Retrieved from http://jurnal.fh.unpad.ac.id/index.php/jad/issue/archive
Nuhafni, & Bintang, S. (2018). Consumer legal protection in electronic standard agreements (Perlindungan hukum konsumen dalam perjanjian baku elektronik). Kanun Jurnal Ilmu Hukum, 20(3), 473-494. doi: 10.24815/kanun.v20i3.10969
[OJK] Otoritas Jasa Keuangan. (2013). Financial Services Authority Regulation No. 1/POJK/07/2013 concerning Consumer Protection in the Financial Services Sector (Peraturan Otoritas Jasa Keuangan No. 1/POJK/07/2013 tentang Perlindungan Konsumen Sektor Jasa Keuangan). Retrieved from https://www.ojk.go.id/id/regulasi/Documents/Pages/POJK-tentangPerlindungan-Konsumen-Sektor-Jasa-Keuangan/POJK%201%20-%202013.pdf
[OJK] Otoritas Jasa Keuangan. (2014). Financial Services Authority Circular Letter Number 13/SEOJK.07/2014 concerning Standard Agreements (Surat Edaran Otoritas Jasa Keuangan Nomor 13/SEOJK.07/2014 tentang Perjanjian Baku). Retrieved from https://www.ojk.go.id/id/kanal/edukasi-dan-perlindungankonsumen/regulasi/surat-edaran-ojk/default.aspx
Prasnowo, A. D., & Badriyah, S. M. (2019). Implementation of the principle of balance for the parties in the standard agreement (Implementasi asas keseimbangan bagi para pihak dalam perjanjian baku). Jurnal Magister Hukum Udayana, 8(1), 61-75. doi: 10.24843/JMHU.2019.v08.i01.p05
Pratiwi, H. (2020). Juridical analysis of disclaimer clauses by business actors on online buying and selling sites (e-commerce) (Analisis yuridis klausul disclaimer oleh pelaku usaha pada situs jual beli online (e-commerce)). Indonesian Private Law Review, 1(1), 43-54. doi: 10.25041/iplr.v1i1.2047
Rachmanto, A. D. (2018). Settlement of consumer disputes due to standard agreements and standard clauses after the enactment of law number 21 of 2011 concerning financial services authorities (Penyelesaian sengketa konsumen akibat perjanjian baku dan klausula baku pasca keberlakuan undang-undang nomor 21 tahun 2011 tentang otoritas jasa keuangan). Jurnal Hukum dan Pembangunan, 48(4), 826-860. doi:10.21143/jhp.vol48.no4.1805
Rahmawati, I. A., Yuliati, & Santoso, B. (2020). Legal protection for consumers for the inclusion of an exoneration clause in the information technology-based money-lending business in Indonesia (Perlindungan hukum bagi konsumen atas pencantuman klausula eksonerasi dalam bisnis pinjam-meminjam uang berbasis teknologi informasi di Indonesia). Jurnal Ilmiah Pendidikan Pancasila dan Kewarganegaraan, 5(2), 202-212.
Rizky, T., & Rismawati. (2017). Consumer protection against the exoneration clause in the safe deposit box rental agreement at the Banda Aceh branch of Mandiri Bank (Perlindungan konsumen terhadap klausul eksonerasi dalam perjanjian sewa-menyewa safe deposit box pada bank mandiri cabang banda aceh). Bidang Hukum Keperdataan, 1(2), 158-172.
Roesli, M., Sarbini, S., & Nugroho, B. (2019). The position of the standard agreement in relation to the principle of freedom of contract (Kedudukan perjanjian baku dalam kaitannya dengan asas kebebasan berkontrak). DiH: Jurnal Ilmu Hukum, 15(1), 1-8.
Rohaya, N. (2018). Prohibition of the use of standard clauses containing exoneration clauses in consumer protection (Pelarangan penggunaan klausula baku yang mengandung klausula eksonerasi dalam perlindungan konsumen). Jurnal Hukum Replik, 6(1), 23-42. Retrieved from http://jurnal.umt.ac.id/index.php/replik/index
Safari, S., Dalimunthe, A.R.L., Anggraini, A.M.T., Parman, A., Muslim, E., & Simanjuntak, M., (2020). Unboxing of Consumer Protection in Indonesia (Unboxing Perlindungan Konsumen di Indonesia). ISBN. 9786232561915. Penerbit : IPB Press. 114 halaman
Suharini, & Hastasari, R. (2020). The role of financial services authorities against illegal fintech in Indonesia as an effort to protect consumers (Peran otoritas jasa keuangan terhadap fintech ilegal di indonesia sebagai upaya perlindungan pada konsumen). Jurnal AKRAB JUARA, 5(3), 25-38.
Suryaningsih, K. Y., & Gorda, N. T. (2021). The new clause in the bank credit agreement concerning the consumer protection act. Public Inspiration: Jurnal Administrasi Publik, 6(1), 1-7. doi: 10.22225/pi.6.1.2021.1-7
Syamsudin, M., & Ramadani, F. A. (2018). Consumer legal protection for the application of standard clauses (Perlindungan hukum konsumen atas penerapan klausula baku). Jurnal Yudisial, 11(1), 91-22. doi: 10.29123/jy.v11i1.252
Tobing, D. M. (2019). Standard clause: paradox in the enforcement of consumer protection laws (Klausula baku: paradoks dalam penegakan hukum perlindungan konsumen) (1 ed.). Jakarta: Gramedia Pustaka Utama.
Windiantina, W. W. (2020). Exoneration clause as standard agreement in insurance agreement (Klausula eksonerasi sebagai perjanjian baku dalam perjanjian asuransi). Jurnal Surya Kencana Satu: Dinamika Masalah Hukum dan Keadilan, 11(1), 71-84.
Yunus, A. (2019). Misuse of circumstances in the form of a standard agreement (Penyalahgunaan keadaan dalam bentuk perjanjian baku). Kanun Jurnal Ilmu Hukum, 21(2), 173-186. doi: 10.24815/kanun.v21i2.12854
Ardhya, S. N. (2019). Product liability and relevance of standard clauses containing exoneration in electric guitar transactions (Product liability dan relevansi klausula baku yang mengandung eksonerasi dalam transaksi gitar elektrik). Ganesha Law Review, 1(2), 90-105.
Bank Indonesia. (2014). Bank Indonesia Regulation No. 16/1/PBI/2014 concerning Consumer Protection of Payment System Services (Peraturan Bank Indonesia No. 16/1/PBI/2014 tentang Perlindungan Konsumen Jasa Sistem Pembayaran). Retrieved from https://peraturan.bpk.go.id/Home/Details/136965/peraturan-bi-no161pbi2014-tahun-2014
Cornelius, K. B. (2018). Standard form contracts and a smart contract future. Internet Policy Review, 7(2), 1-18. doi:10.14763/2018.2.790
Dinanda, I. P., & Wita, I. N. (2018). The principle of freedom of contract in a standard agreement (Asas kebebasan berkontrak dalam perjanjian baku). Kertasemaya, 6(9), 1-6.
Dwiyananda, O. M., & Mawardi, I. (2015). Effect of product, price, place, promotion of modern retail on the sustainability of traditional retail business in Gresik (Pengaruh produk, harga, tempat, promosi ritel modern terhadap keberlangsungan usaha ritel tradisional di gresik). JESTT, 2(9), 759-771.
Fadlia, D. H., & Yunanto. (2015). The role of the financial services authority (ojk) in legal protection for investors for alleged fictitious investments (Peran otoritas jasa keuangan (OJK) dalam perlindungan hukum bagi investor atas dugaan investasi fiktif). Jurnal Law Reform, 11(2), 207-215.
Hakim, J. (2019). Exoneration clause on the law of consumer protection: effects and legal efforts. Jurnal Hukum dan Peradilan, 8(2), 297-314. doi: 10.25216/JHP.8.2.2019.297-314
Harianto, D. (2016). The principle of freedom of contract: the problems of its application in standard contracts between consumers and business actors (Asas kebebasan berkontrak: problematika penerapannya dalam kontrak baku antara konsumen dengan pelaku usaha). Jurnal Hukum Samudra keadilan, 11(2), 145-156.
Hayati, P. W., Hosen, M., & Hidayah, L. N. (2020). Legal protection for consumers on Shopee online shopping site in terms of legislation. Zaaken Journal of Civil and Bussiness Law, 1(1), 73-88.
Hidayah, S. A., & Sulistyowati, E. (2022). Juridical analysis of the inclusion of an exoneration clause in the terms and conditions of the ovo application (pt. visionet internasional) (Analisis yuridis pencantuman klausula eksonerasi pada syarat dan ketentuan aplikasi ovo (PT. Visionet Internasional)). NOVUM: JURNAL HUKUM, 9(1), 161-170.
Law of the Republic of Indonesia. (1999). Law of the Republic of Indonesia Number 8 of 1999 on Consumer Protection. State Gazette of the Republic of Indonesia (Undang-Undang Republik Indonesia Nomor 8 Tahun 1999 Perlindungan Konsumen. Lembaran Negara Republik Indonesia). Jakarta.
Lestari, A. P., & Utomo, L. (2020). Certainty of legal protection in standard clauses in online loan agreements in Indonesia (Kepastian perlindungan hukum pada klausula baku dalam perjanjian pinjaman online di Indonesia). Supermasi Jurnal Hukum, 2(2), 174-193.
Mahendar, F., & Budhayati, C.T. (2019). The concept of take it or leave it in a standard agreement is in accordance with the principle of freedom of contract (Konsep take it or leave it dalam perjanjian baku sesuai dengan asas kebebasan berkontrak). Jurnal Ilmu Hukum ALETHEA, 2(2), 97-114.
Munggaran, S. I., Sudjana, & Nugroho, B. D. (2019). Consumer protection against the inclusion of standard clauses in the agreement (Perlindungan konsumen terhadap pencantuman klausula baku dalam perjanjian). Jurnal Ilmu Hukum Kenotariatan Fakultas Hukum Unpad, 2(2), 187-199. Retrieved from http://jurnal.fh.unpad.ac.id/index.php/jad/issue/archive
Nuhafni, & Bintang, S. (2018). Consumer legal protection in electronic standard agreements (Perlindungan hukum konsumen dalam perjanjian baku elektronik). Kanun Jurnal Ilmu Hukum, 20(3), 473-494. doi: 10.24815/kanun.v20i3.10969
[OJK] Otoritas Jasa Keuangan. (2013). Financial Services Authority Regulation No. 1/POJK/07/2013 concerning Consumer Protection in the Financial Services Sector (Peraturan Otoritas Jasa Keuangan No. 1/POJK/07/2013 tentang Perlindungan Konsumen Sektor Jasa Keuangan). Retrieved from https://www.ojk.go.id/id/regulasi/Documents/Pages/POJK-tentangPerlindungan-Konsumen-Sektor-Jasa-Keuangan/POJK%201%20-%202013.pdf
[OJK] Otoritas Jasa Keuangan. (2014). Financial Services Authority Circular Letter Number 13/SEOJK.07/2014 concerning Standard Agreements (Surat Edaran Otoritas Jasa Keuangan Nomor 13/SEOJK.07/2014 tentang Perjanjian Baku). Retrieved from https://www.ojk.go.id/id/kanal/edukasi-dan-perlindungankonsumen/regulasi/surat-edaran-ojk/default.aspx
Prasnowo, A. D., & Badriyah, S. M. (2019). Implementation of the principle of balance for the parties in the standard agreement (Implementasi asas keseimbangan bagi para pihak dalam perjanjian baku). Jurnal Magister Hukum Udayana, 8(1), 61-75. doi: 10.24843/JMHU.2019.v08.i01.p05
Pratiwi, H. (2020). Juridical analysis of disclaimer clauses by business actors on online buying and selling sites (e-commerce) (Analisis yuridis klausul disclaimer oleh pelaku usaha pada situs jual beli online (e-commerce)). Indonesian Private Law Review, 1(1), 43-54. doi: 10.25041/iplr.v1i1.2047
Rachmanto, A. D. (2018). Settlement of consumer disputes due to standard agreements and standard clauses after the enactment of law number 21 of 2011 concerning financial services authorities (Penyelesaian sengketa konsumen akibat perjanjian baku dan klausula baku pasca keberlakuan undang-undang nomor 21 tahun 2011 tentang otoritas jasa keuangan). Jurnal Hukum dan Pembangunan, 48(4), 826-860. doi:10.21143/jhp.vol48.no4.1805
Rahmawati, I. A., Yuliati, & Santoso, B. (2020). Legal protection for consumers for the inclusion of an exoneration clause in the information technology-based money-lending business in Indonesia (Perlindungan hukum bagi konsumen atas pencantuman klausula eksonerasi dalam bisnis pinjam-meminjam uang berbasis teknologi informasi di Indonesia). Jurnal Ilmiah Pendidikan Pancasila dan Kewarganegaraan, 5(2), 202-212.
Rizky, T., & Rismawati. (2017). Consumer protection against the exoneration clause in the safe deposit box rental agreement at the Banda Aceh branch of Mandiri Bank (Perlindungan konsumen terhadap klausul eksonerasi dalam perjanjian sewa-menyewa safe deposit box pada bank mandiri cabang banda aceh). Bidang Hukum Keperdataan, 1(2), 158-172.
Roesli, M., Sarbini, S., & Nugroho, B. (2019). The position of the standard agreement in relation to the principle of freedom of contract (Kedudukan perjanjian baku dalam kaitannya dengan asas kebebasan berkontrak). DiH: Jurnal Ilmu Hukum, 15(1), 1-8.
Rohaya, N. (2018). Prohibition of the use of standard clauses containing exoneration clauses in consumer protection (Pelarangan penggunaan klausula baku yang mengandung klausula eksonerasi dalam perlindungan konsumen). Jurnal Hukum Replik, 6(1), 23-42. Retrieved from http://jurnal.umt.ac.id/index.php/replik/index
Safari, S., Dalimunthe, A.R.L., Anggraini, A.M.T., Parman, A., Muslim, E., & Simanjuntak, M., (2020). Unboxing of Consumer Protection in Indonesia (Unboxing Perlindungan Konsumen di Indonesia). ISBN. 9786232561915. Penerbit : IPB Press. 114 halaman
Suharini, & Hastasari, R. (2020). The role of financial services authorities against illegal fintech in Indonesia as an effort to protect consumers (Peran otoritas jasa keuangan terhadap fintech ilegal di indonesia sebagai upaya perlindungan pada konsumen). Jurnal AKRAB JUARA, 5(3), 25-38.
Suryaningsih, K. Y., & Gorda, N. T. (2021). The new clause in the bank credit agreement concerning the consumer protection act. Public Inspiration: Jurnal Administrasi Publik, 6(1), 1-7. doi: 10.22225/pi.6.1.2021.1-7
Syamsudin, M., & Ramadani, F. A. (2018). Consumer legal protection for the application of standard clauses (Perlindungan hukum konsumen atas penerapan klausula baku). Jurnal Yudisial, 11(1), 91-22. doi: 10.29123/jy.v11i1.252
Tobing, D. M. (2019). Standard clause: paradox in the enforcement of consumer protection laws (Klausula baku: paradoks dalam penegakan hukum perlindungan konsumen) (1 ed.). Jakarta: Gramedia Pustaka Utama.
Windiantina, W. W. (2020). Exoneration clause as standard agreement in insurance agreement (Klausula eksonerasi sebagai perjanjian baku dalam perjanjian asuransi). Jurnal Surya Kencana Satu: Dinamika Masalah Hukum dan Keadilan, 11(1), 71-84.
Yunus, A. (2019). Misuse of circumstances in the form of a standard agreement (Penyalahgunaan keadaan dalam bentuk perjanjian baku). Kanun Jurnal Ilmu Hukum, 21(2), 173-186. doi: 10.24815/kanun.v21i2.12854
Authors
Anggraini A. M. T., Simanjuntak M., Safari A., Halim R. E., & Riyadi S. (2022). Consumer Protection in the Retail and Financial Services Sectors against the Practice of Exoneration Clauses. Journal of Consumer Sciences, 7(2), 83-96. https://doi.org/10.29244/jcs.7.2.83-96
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