Bank Indonesia Regulation Number 3 of 2023 on Bank Indonesia Consumer Protection

BANK INDONESIA REGULATION
NUMBER 3 OF 2023
ON
BANK INDONESIA CONSUMER PROTECTION BY THE BLESSING OF ALMIGHTY GOD THE GOVERNOR OF BANK INDONESIA, Considering : a. that the enforcement of Law Number 4 of 2023 on the Development and Strengthening of the Financial Sector has strengthened the authority of Bank Indonesia to regulate and supervise consumer protection in the financial sector; b. that there have been developments in the principles of consumer protection in line with the increased risks for consumers arising from innovation and digitization of products and/or services in the financial sector, therefore it is necessary to strengthen regulations on Bank Indonesia consumer protection;
c. that it is necessary to amend Bank Indonesia Regulation
Number 22/20/PBI/2020 on Bank Indonesia Consumer Protection in order to adapt to developments in the principles of consumer protection; d. that based on the considerations as referred to in point a, point b, and point c, it has been deemed necessary to establish Bank Indonesia Regulation on Bank Indonesia Consumer Protection; Observing : 1. Law Number 23 of 1999 on Bank Indonesia (State Gazette of the Republic of Indonesia of 1999 Number 66, Supplement to the State Gazette of the Republic of Indonesia Number 3843) as amended several times, and last by Law Number 4 of 2023 on the Development and Strengthening of the Financial Sector (State Gazette of the Republic of Indonesia of 2023 Number 4, Supplement to the State Gazette of the Republic of Indonesia Number 6845);
2. Law Number 4 of 2023 on the Development and
Strengthening of the Financial Sector (State Gazette of the Republic of Indonesia of 2023 Number 4, Supplement to the State Gazette of the Republic of Indonesia Number 6845).

HAS DECIDED:
To enact : BANK INDONESIA REGULATION ON BANK INDONESIA CONSUMER PROTECTION
CHAPTER I
GENERAL PROVISIONS
Article 1
In this Bank Indonesia Regulation, the definition are:

1. Consumers are individual, corporation, or business entity
   either in the form of legal entity or non legal entity, or other agency as final owners and/or beneficiaries of products and/or services provided by providers for their own interests and not for trading or forwarded to other providers.
2. Provider is any party, either bank or non-bank institution,
   that conducts activities regulated and supervised by Bank Indonesia whose products and/or services are utilized by Consumers.
3. Bank Indonesia Consumer Protection, hereinafter referred
   to as Consumer Protection, is all efforts that guarantee legal certainty in providing protection to Consumers.
4. Payment System means a system including a set of
   regulation, institution, mechanism, infrastructure, source of fund for payment, and access to source of fund for payment, which are used to execute fund transfer to meet an obligation arising from an economic activity
5. Payment Service Providers are bank or non-bank
   institutions providing services to facilitate payment transactions to users.
6. Money Service Activities are business activities that use
   money as the primary object of services.
7. Money Market is part of the financial system pertaining to:
   a. the issuance and trading activities of financial instruments or debt securities with a maturity of not more than 1 (one) year; b. money lending transactions;
   c. interest rate derivative transactions; and
   d. other transactions that meet the characteristics of the money market, in rupiah or foreign currencies.
8. Foreign Exchange Market is part of the financial system that
   relates to transaction activities involving the exchange of currencies from 2 (two) different countries and their derivatives, but excluding the exchange of banknotes provided by money changer.
9. Standard Agreement is a written agreement including in
   electronic form that is determined unilaterally by Providers and contains standard clauses regarding the content, form, and method of manufacture, and is used to offer products and/or services to Consumers in bulk.
   Article 2
   Consumer Protection regulated in this Bank Indonesia Regulation shall include Consumers of Providers regulated and supervised by Bank Indonesia.

CHAPTER II
PROVIDER
Article 3
Providers as referred to in Article 2 shall include:
a. Providers in the Payment System sector; b. Providers of Money Service Activities;
c. parties conducting activities in the Money Market and
Foreign Exchange Market; and d. other parties regulated and supervised by Bank Indonesia, that directly connect with Consumers.
Article 4
(1) Providers in the Payment System sector as referred to in
Article 3 point a shall be Payment Service Providers.
(2) Payment Service Providers as referred to in section (1) shall provide activities in the form of:
a. provision of information on fund sources; b. payment initiation dan/atau acquiring services;
c. administration of Source of Fund;
d. remittance services; and/or e. other activities determined by Bank Indonesia. (3) In providing the activities as referred to in section (2), Payment Service Providers shall provide access to fund sources for payment in the form of:
a. instrument; b. channel; and/or
c. access to other fund sources determined by Bank
Indonesia.
(4) Access to the fund sources for payment in the form of instrument as referred to in section (3) point a to include:
a. electronic money; b. transfer orders;
c. means of payment by using cards or virtual forms that
have characteristics of the means of payment by using cards; d. check; e. transfer form (bilyet giro); and f. other fund transfer instruments determined by Bank Indonesia. (5) Access to the fund sources for payment in the form of channel as referred to in section (3) point b to include:
a. payment channels by using the quick response code technology with merchant presented mode scheme or other schemes determined by Bank Indonesia; b. electronic data capture machines;
c. automated teller machines;
d. online payment channels by using mobile- or internet￾based technology, including proprietary channels or shared channels by Payment Service Providers that provide fund source administration activities; and e. payment channels by using certain other methods or technologies for fund transfers, debit transfers, and credit transfers.

Article 5
Providers of Money Service Activities as referred to in Article 3 point b shall perform:
a. non-bank foreign currency exchange business activities; and/or b. other Money Service Activities determined by Bank Indonesia.
Article 6
(1) Parties conducting activities in the Money Market and/or Foreign Exchange Market shall include:
a. Money Market and/or Foreign Exchange Market participants; b. Money Market and/or Foreign Exchange Market supporting institutions; and/or
c. other parties related to the activities and transactions
in the Money Market and Foreign Exchange Market. (2) Parties conducting activities in the Money Market and/or Foreign Exchange Market as referred to in section (1) shall carry out activities of:
a. issuance of Money Market instruments; and/or b. transaction support in the Money Market and Foreign Exchange Market, that directly connect with Consumers.
CHAPTER III
CONSUMER PROTECTION PRINCIPLES
Article 7
(1) Providers in providing their business activities is required to apply the principles of Consumer Protection. (2) The principles of Consumer Protection shall include:
a. equality and fair treatment; b. disclosure and transparency;
c. education and literacy;
d. responsible business behavior; e. protection of Consumers’ assets against misuse; f. protection of Consumers’ data and/or information; g. effective handling and settlement of complaints; and h. compliance enforcement. (3) The application of the principles as referred to in section (2) shall be implemented by taking the form of the Providers’ products and/or services into account.
Article 8
Consumer Protection shall be conducted with the purposes of:
a. creating a Consumer Protection ecosystem that realizes legal certainty as well as effective and efficient handling of complaints and settlement of disputes; b. raising awareness of Providers regarding responsible business behavior, fair treatment, provide protection of Consumers’ assets, privacy, and data, as well as improving the quality of the Providers’ products and/or services; and
c. increasing awareness, ability, and independence of
Consumers regarding the Providers’ products and/or

services as well as increasing the empowerment of Consumers.
CHAPTER IV
RIGHTS AND OBLIGATIONS OF PROVIDERS AND CONSUMERS
Part One
General
Article 9
(1) In the provision of Consumer Protection, Providers shall have:
a. Providers’ rights; and b. Providers’ obligations. (2) The Providers’ obligations as referred to in section (1) point b shall include:
a. applying the principles of Consumer Protection; and b. informing and ensuring that Consumers are aware of Consumers’ rights and Consumers’ obligations.
Part Two
Providers’ Rights
Article 10
The Providers’ rights as referred to in Article 9 section (1) point a shall include:
a. receiving payments in accordance with the value or price, and/or fees for products and/or services that are agreed upon with Consumers; b. ensuring the good faith of Consumers;
c. obtaining information and/or documents that are clear,
accurate, true, and not misleading regarding Consumers; d. obtaining legal protection from the actions of Consumers who have bad faith; e. conducting self-defense in the settlement of Consumer disputes under the provisions of laws and regulations; f. obtaining rehabilitation of good name if they are proven legally that the losses of Consumers are not caused by Providers; and g. other rights regulated in the provisions of laws and regulations.
Part Three
Providers’ Obligations
Paragraph 1
Providers’ Obligations in the Application of the Principles of Equality and Fair Treatment
Article 11
(1) Providers are required to provide equal access to each Consumer and treat Consumers properly in accordance with the provisions of laws and regulations. (2) Providers are required to have mechanisms and procedures for equal access to each Consumer and treat Consumers

properly in accordance with the provisions of laws and regulations as referred to in section (1). (3) Providers that fail to fulfill the obligations referred to in
section (1) or section (2) shall be subject to administrative
sanction in the form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 12
(1) Providers are required to provide special services to Consumers with special needs. (2) Providers are required to have mechanisms and procedures for the special services as referred to in section (1). (3) Providers that fail to fulfill the obligations as referred to in
section (1) or section (2) shall be subject to administrative
sanction in the form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 13
(1) Providers are required to prepare guidelines for the determination of costs for products and/or services charged to Consumers by taking the provisions of laws and regulations into account. (2) Providers that fail to fulfill the obligations as referred to in
section (1) shall be subject to administrative sanction in the
form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.

Article 14
(1) Providers must take the principles of balance, justice, and fairness into account in making agreements with Consumers. (2) The agreement as referred to in section (1) may be in electronic form to be offered by Providers through electronic media.
Article 15
(1) Providers are prohibited from preparing and using Standard Agreements that contain standard clauses which:
a. declare the transfer of responsibilities or obligations of Providers to Consumers b. regulate the obligation of proof by Consumers, if Providers declare that the loss of usefulness of products and/or services purchased by Consumers is not the responsibility of Providers;
c. grant Providers the right to reduce the usefulness of
products and/or services or reduce the Consumers’ assets that are the objects of the product and service agreement; d. declare that Providers may add, change, and/or provide advanced rules unilaterally after the agreement is approved or agreed upon; e. declare that Consumers are subject to unilateral changes by Providers to the rules as regulated in point d after the agreement is signed by Consumers; f. authorize Providers to avoid or limit the validity of a clause; g. declare that Providers have the authority to unilaterally interpret the meaning of the agreement; h. declare that Providers limit the responsibility for errors and/or negligence of employees and/or third parties acting in the interests of Providers;
i. limit the Consumers’ rights to sue Providers in the
event of disputes related to the agreement; and j. limit evidence that may be provided by Consumers in the event of disputes related to the agreement. (2) Providers are prohibited from including standard clauses of which location or form is difficult to see, cannot be read clearly, or which disclosure is difficult for the Consumers to understand. (3) Providers that violate the provisions as referred to in section (1) or section (2) shall be subject to administrative sanction in the form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.

Article 16
Further provisions on procedures for the imposition of administrative sanctions shall be regulated in Regulation of the Members of the Board of Governors. Paragraph 2 Providers’ Obligations in the Application of the Principle of Disclosure and Transparency
Article 17
(1) Providers are required to provide information to Consumers regarding:
a. product and/or service features in the form of costs, benefits, risks, terms and conditions, mechanisms for using products and/or services, and consequences; and b. rejection, postponement, or approval of product and/or service requests. (2) The information as referred to in section (1) is required to be provided in a clear, accurate, honest, easily accessible, and not misleading manner. (3) The information as referred to in section (1) is required to use:
a. easy-to-understand Indonesian; and b. easy-to-read writing for information provided in writing.
Article 18
In the event that there are marketing and advertising activities as well as other equivalent matters, Providers are required to comply with the provisions as referred to in Article 17 section (2) and section (3).
Article 19
Providers that fail to fulfill the obligations as referred to in Article 17 or Article 18 shall be subject to administrative sanction in the form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 20
(1) In the event that there is a change in the information as referred to in Article 17 section (1), Providers are required to inform Consumers. (2) The change in the information as referred to in section (1) is required tobe notified to Consumers maximum 30 (thirty) business days before the change takes effect. (3) In the event that Consumers do not agree to the change as referred to in section (1), Consumers may terminate the use

of products and/or services without being subject to any compensations or penalties. (4) In the event that Providers do not receive a Consumer response within a period of 30 (thirty) business days after the notification as referred to in section (2), Providers may assume that Consumers agree with the change in the information. (5) Providers that fail to fulfill the obligations as referred to in
section (1) or section (2) shall be subject to administrative
sanction in the form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 21
(1) Providers are required to provide official facilities to facilitate Consumers to obtain information. (2) Providers that fail to fulfill the obligations as referred to in
section (1) shall be subject to administrative sanction in the
form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 22
Further provisions on the application of the principles of disclosure and transparency as well as procedures for the imposition of administrative sanctions shall be regulated in a Regulation of Members of the Board of Governors. Paragraph 3 Providers’ Obligations in the Application of the Principles of Education and Literacy
Article 23
(1) Providers are required to conduct education to increase Consumer and/or public literacy. (2) In conducting the education as referred to in section (1), Providers are required to have an educational function. (3) The implementation of education as referred to in section (1) is required to be conducted in a planned, measurable, and sustainable manner.

(4) The implementation of education as referred to in section (1) may be conducted in collaboration with other Providers and/or stakeholders. (5) Providers that fail to fulfill the obligations as referred to in
section (1), section (2), or section (3) shall be subject to
administrative sanction in the form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 24
Further provisions on the implementation of the principles of education and literacy as well as procedures for the imposition of administrative sanctions shall be regulated in a Regulation of Members of the Board of Governors. Paragraph 4 Providers’ Obligations in the Application of the Principles of Responsible Business Behavior
Article 25
(1) Providers are required to implement responsible business behavior in conducting activities with Consumers. (2) In implementing the responsible business behavior as referred to in section (1), Providers shall carry out business activities in an honest manner, not violate the laws, or not hinder business competition. (3) The responsible business behavior as referred to in section (1) shall be in accordance with international principles, association agreements, and/or other general norms. (4) Providers that fail to fulfill the obligations as referred to in
section (1) shall be subject to administrative sanction in the
form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 26
(1) Providers are required to prevent their management, supervisors, and employees from the following behaviors:
a. enriching or benefitting themselves and/or other parties; and

b. abusing authorities, chances, and/or facilities available to them due to their positions or places, which may be detrimental to Consumers. (2) Providers that fail to fulfill the obligations as referred to in
section (1) shall be subject to administrative sanction in the
form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 27
(1) Providers are required to pay attention to the compatibility between the needs and capabilities of Consumers with the products and/or services offered to Consumers. (2) Providers that fail to fulfill the obligations as referred to in
section (1) shall be subject to administrative sanction in the
form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 28
Further provisions on procedures for imposition of administrative sanctions shall be regulated in a Regulation of Members of the Board of Governors. Paragraph 5 Providers’ Obligations in the Application of the Principles of Protection of Consumers’ Assets Against Misuse
Article 29
(1) Providers are required to maintain the security of Consumers’ assets which are under the Providers’ responsibility. (2) Providers that fail to fulfill the obligations as referred to in
section (1) shall be subject to administrative sanction in the
form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;

c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 30
(1) Providers are required to have mechanisms and procedures for the protection of Consumers’ assets. (2) Providers are required to provide information on the use of products and/or services and the development of assets to Consumers in an accurate, timely manner, and with the method or means in accordance with the agreement. (3) Providers that fail to fulfill the obligations as referred to in
section (1) or section (2) shall be subject to administrative
sanction in the form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 31
Further provisions on procedures for the imposition of administrative sanctions shall be regulated in a Regulation of Members of the Board of Governors. Paragraph 6 Providers’ Obligations in the Application of the Principles of Consumers’ Data and Information Protection
Article 32
(1) Providers are required to maintain the confidentiality and security of Consumers’ data and/or information. (2) The obligation to maintain the confidentiality and security of Consumers’ data and/or information as referred to in
section (1) shall be in accordance with the provisions of laws
and regulations.
(3) In order to maintain the confidentiality and security of Consumers’ data and/or information as referred to in
section (1), Providers are required to have:
a. a function that is responsible for the protection of Consumers’ data and/or information; b. a reliable information system and cyber security to support the protection of Consumers’ data and/or information; and
c. mechanisms and procedures for the protection of
Consumers’ data and/or information.

(4) Providers that fail to fulfill the obligations as referred to in
section (1), section (2), or section (3) shall be subject to
administrative sanction in the form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 33
(1) Providers may cooperate with other parties to manage Consumers’ data and/or information. (2) Providers must ensure that the other party as referred to in
section (1) maintains the confidentiality and security of
Consumers’ data and/or information.
(3) The obligation to maintain the confidentiality and security of Consumers’ data and/or information as referred to in
section (2) shall be implemented in accordance with the
provisions of laws and regulations.
(4) Providers that fail to fulfill the obligations as referred to in
section (2) shall be subject to administrative sanction in the
form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 34
(1) Providers are required to manage and administer Consumers’ data and/or information in a complete, accurate, current, and intact manner. (2) Providers that fail to fulfill the obligations as referred to in
section (1) shall be subject to administrative sanction in the
form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.

Article 35
(1) Providers are prohibited from providing Consumers’ data and/or information to other parties. (2) The provisions as referred to in section (1) shall not apply if:
a. Consumers provide written consent or other mechanisms regulated in the laws and regulations; and/or b. Providers are required to provide Consumers’ information under the provisions of laws and regulations. (3) The consent from Consumers as referred to in section (2) point a is required to be secured by Providers before providing Consumers’ data and/or information to other parties. (4) In the event that Consumers grant the consent as referred to in section (2) point a, Providers are required to ensure that the other party does not provide and/or use the Consumers’ data and/or information other than what is agreed by Consumers. (5) Consumers are entitled to withdraw the consent as referred to in section (2) point a. (6) Providers that violate the provisions as referred to in section (1) and fail to fulfill the obligations as referred to in section (3) or section (4) shall be subject to administrative sanction in the form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 36
(1) Providers are required to provide Consumers with access to and copies of Consumer personal data in accordance with the provisions of laws and regulations on personal data protection. (2) Providers are required to ensure that Consumers have the right to may terminate, delete, and/or destroy Consumer personal data in accordance with the provisions of laws and regulations on personal data protection. (3) Providers that fail to fulfill the obligations as referred to in
section (1) or section (2) shall be subject to administrative
sanction in the form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty;

f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 37
Further provisions on the implementation of the principles of Consumers’ data and/or information protection and procedures for the imposition of administrative sanctions shall be regulated in a Regulation of Members of the Board of Governors. Paragraph 7 Providers’ Obligations in the Application of the Principles of Effective Handling and Settlement of Complaints
Article 38
(1) Providers are required to handle and settle complaints filed by Consumers effectively. (2) Providers that fail to fulfill the obligations as referred to in
section (1) shall be subject to administrative sanction in the
form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 39
(1) Providers are required to have a function that handles and resolves complaints filed by Consumers. (2) In handling and settling complaints filed by Consumers as referred to in section (1), other parties regulated and supervised by Bank Indonesia are required to work with Providers to settle Consumer complaints. (3) Providers that fail to fulfill the obligations as referred to in
section (1) or section (2) shall be subject to administrative
sanction in the form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 40
(1) Providers be required to have and implement a mechanism for the handling and settlement of complaints filed by Consumers.

(2) The mechanism for the handling and settlement of complaints as referred to in section (1) is required to be stated in written form which shall include:
a. receipt of complaints; b. handling and settlement of complaints; and
c. monitoring of handling and settlement of complaints.
(3) The mechanism for the handling and settlement of complaints as referred to in section (1) is required to be delivered to consumers. (4) Providers that fail to fulfill the obligations as referred to in
section (1), section (2), or section (3) shall be subject to
administrative sanction in the form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 41
(1) Providers are prohibited from imposing fees on Consumers for filing complaints. (2) Providers that violate the provisions as referred to in section (1) shall be subject to administrative sanction in the form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 42
(1) Providers are required to be responsible for Consumers’ losses arising from mistakes, negligence, and/or actions that are contrary to the provisions of laws and regulations committed by:
a. board of directors; b. board of commissioners;
c. management;
d. Providers’ employees; and/or e. third parties that represent or work for the interests of Providers. (2) In the event that Providers may prove that a mistake, negligence, and/or action contrary to the provisions of laws and regulations are committed by Consumers, Providers shall not be responsible for the Consumers’ losses that arise.

(3) Forms of the Providers’ responsibility for Consumers’ losses as referred to in section (1) may be in the form of:
a. compensation; b. rehabilitation of good name; and/or
c. other forms.
(4) Providers that fail to fulfill the obligations as referred to in
section (1) shall be subject to administrative sanction in the
form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 43
Further provisions on the implementation of the principles of effective handling and settlement of complaints as well as procedures for the imposition of administrative sanctions shall be regulated in a Regulation of Members of the Board of Governors. Paragraph 8 Providers’ Obligations in the Application of the Principles of Compliance Enforcement
Article 44
(1) Providers are required to ensure compliance with the provisions of laws and regulations on Consumer Protection. (2) Providers that fail to fulfill the obligations as referred to in
section (1) shall be subject to administrative sanction in the
form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 45
Further provisions on procedures for the imposition of administrative sanctions shall be regulated in a Regulation of Members of the Board of Governors Paragraph 9 Providers’’ Obligations in Providers Cooperation
Article 46

(1) In the event that Providers use the services of other parties in conducting business activities with Consumers, Providers are required to ensure that the other party shall apply the Consumer Protection principles as determined in this Bank Indonesia Regulation. (2) Providers are prohibited from cooperating with other parties that do not secure a permit or approval from Bank Indonesia or the competent authority. (3) Providers that fail to fulfill the obligations as referred to in
section (1) or violate the provisions as referred to in section
(2) shall be subject to administrative sanction in the form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 47
Further provisions on procedures for the imposition of administrative sanctions shall be regulated in a Regulation of Members of the Board of Governors.
Part Four
Consumers’ Rights
Article 48
The Consumers’ rights as referred to in Article 9 section (2) point b shall include:
a. obtain security in using products and/or utilizing services in accordance with the provisions of laws and regulations and/or agreements; b. select products and/or services;
c. obtain products and/or services in accordance with the
promised offer and/or in accordance with the provisions of laws and regulations; d. access Consumers’ data and/or information managed by Providers; e. obtain information on products and/or services that are clear, accurate, correct, easily accessible, and not potentially misleading; f. opinions and complaints to be heard on products used and/or services used; g. receive financial education; h. treated or served properly;
i. obtain advocacy, protection, and efforts to handle
complaints and settle Consumer disputes in accordance with the provisions of laws and regulations; j. receive compensation if products and/or services received are not in accordance with the agreement and/or provisions of laws and regulations; and

k. other rights regulated in the provisions of laws and regulations.
Part Live
Consumers’ Obligations
Article 49
The Consumers’ obligations as referred to in Article 9 section (2) point b to include:
a. listen to explanations of information on products and/or services delivered by using certain marketing methods by Providers before purchasing the Providers’ products and/or services; b. read, understand, and properly implement agreements and/or documents on the use of products and/or services;
c. have good faith in the use of products and/or services;
d. provide information and/or documents that are clear, accurate, true, and not misleading; e. pay in accordance with the value or price and/or cost of products and/or services agreed upon with Providers; and f. participate in efforts to settle Consumer Protection disputes in accordance with the provisions of laws and regulations.
CHAPTER V
HUMAN RESOURCES
Article 50
(1) Providers are required to have competent human resources to implement the principles of Consumer Protection. (2) The human resources as referred to in section (1) that carry out the education function, the function of Consumers’ data and/or information protection, as well as the function of Consumer complaints’ handling and settlement, are required to attend training that supports the implementation of these functions. (3) Providers that fail to fulfill the obligations referred to in
section (1) or section (2) shall be subject to administrative
sanction in the form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 51
Further provisions on procedures for the imposition of administrative sanctions shall be regulated in a Regulation of Members of the Board of Governors.

CHAPTER VI
Handling of Consumer Complaints
Article 52
In the event that Consumers do not agree with the results of the handling and settlement carried out by Providers as referred to in Article 38 section (1), Consumers may file:
a. complaints to Bank Indonesia; b. dispute to a dispute settlement agency or body; or
c. dispute to the Court.
Part One
Handling of Complaints by Bank Indonesia
Article 53
(1) Complaints that Consumers may file to Bank Indonesia as referred to in Article 52 point a shall be included in the scope of Consumer Protection as referred to in Article 2. (2) Complaints filed to Bank Indonesia shall be in the form of the existence of:
a. Consumer incomprehension; b. indication of breach of Bank Indonesia Regulations committed by Providers; and/or
c. financial losses and/or potential financial losses that
are reasonable and have a direct impact on Consumers. (3) The complaints filed to Bank Indonesia as referred to in
section (2) shall be made under the following conditions:
a. Consumers have filed the complaint to Providers but there is no conclusive agreement between Consumers and Providers; b. the problem being complained is a civil matter that has never been processed by a court, dispute resolution agency or body, or other competent authorities; and
c. Consumers experience potential financial losses
incurred by Providers at a certain value determined by Bank Indonesia. (4) The filing of complaints to Bank Indonesia may be conducted directly and/or indirectly. (5) The forms of the handling of Consumer complaints conducted by Bank Indonesia shall be in the form of:
a. education; b. consultancy; and
c. facilitation.
Article 54
Further provisions on the mechanism and procedures for the handling of Consumer complaints by Bank Indonesia shall be regulated in a Regulation of Members of the Board of Governors.

Part Two
Dispute Settlement through Alternative Dispute Settlement Institutions in the Financial Sector
Article 55
(1) In handling complaints filed by Consumers, Providers regulated and supervised by Bank Indonesia are required to become members of alternative dispute settlement institutions in the financial sector. (2) Providers that fail to fulfill the obligations as referred to in
section (1) shall be subject to administrative sanction in the
form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses. (3) Further provisions on the obligation to become a member of the alternative dispute settlement institution in the financial sector and procedures for the imposition of administrative sanctions shall be regulated in a Regulation of Members of the Board of Governors.
CHAPTER VII
IMPLEMENTATION OF RISK MANAGEMENT
Article 56
(1) Providers are required to implement risk management related to Consumer Protection. (2) The implementation of risk management related to Consumer Protection as referred to in section (1) to at least include:
a. active supervision by management and supervisors b. adequate policies and procedures;
c. adaquate risk identification, risk measurement, risk
monitoring, and risk control; and d. comprehensive internal control system. (3) Providers that fail to fulfill the obligations as referred to in
section (1) shall be subject to administrative sanction in the
form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or

g. revocation of business licenses.
Article 57
Further provisions on procedures for the imposition of administrative sanctions shall be regulated in a Regulation of Members of the Board of Governors.
CHAPTER VIII
PELAPORAN
Article 58
(1) Providers are required to submit reports related to Consumer Protection to Bank Indonesia. (2) Reports related to Consumer Protection as referred to in
section (1) shall include:
a. report on education implementation plan; b. report on the implementation of education;
c. report on the handling and settlement of Consumer
complaints; and d. other reports related to Consumer Protection. (3) Mechanisms for the submission of reports as referred to in
section (2) shall be conducted through:
a. submission of reports to Bank Indonesia which may be conducted online through the Bank Indonesia system and/or offline periodically or incidentally; and/or b. other mechanisms as determined by Bank Indonesia. (4) The submission of periodic reports online as referred to in
section (3) point a and the imposition of sanctions shall be
conducted in accordance with the provisions of Bank Indonesia Regulation on periodic reporting. (5) The submission of data and/or information through other mechanisms as referred to in section (3) point b may take the form of meetings with Bank Indonesia or other media determined by Bank Indonesia. (6) Providers that fail to fulfill the obligations as referred to in
section (1) shall be subject to administrative sanction in the
form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses. (7) Further provisions on procedures for the preparation and submission of reports shall be regulated in a Regulation of Members of the Board of Governors.

CHAPTER IX
SUPERVISION
Article 59
(1) Bank Indonesia shall supervise Providers through:
a. indirect supervision; and/or b. direct supervision. (2) In conducting the supervision as referred to in section (1), Bank Indonesia has the authority to request documents, data, information, explanations, and/or elaborations from Providers. (3) Providers are required to submit documents, data, information, explanations, and/or elaborations at the request of Bank Indonesia as referred to in section (2). (4) Providers that fail to fulfill the obligations as referred to in
section (3) shall be subject to administrative sanction in the
form of:
a. written warning; b. partial or full restrictions on products and/or services and/or business activities;
c. partial or full suspension of products and/or services
and/or business activities; d. dismissal of management; e. penalty; f. revocation of licenses for products and/or services; and/or g. revocation of business licenses.
Article 60
In conducting the supervision as referred to in Article 59 section (1), Bank Indonesia has the authority to request Providers to do or not do something to Providers.
Article 61
(1) In conducting the supervision as referred to in Article 59
section (1), Bank Indonesia shall supervise the behavior of
Providers in carrying out their business.
(2) Further provisions on the supervision of the behavior of Providers shall be regulated in a Regulation of the Members of the Board of Governors.
CHAPTER X
COORDINATION
Article 62
Bank Indonesia may coordinate with relevant authorities, ministries, and/or institutions in implementing Consumer Protection.
CHAPTER XI
CLOSING PROVISION
Article 63
At the time when this Bank Indonesia Regulation comes into force, all regulations which are the implementing regulations of Bank Indonesia Regulation Number 22/20/PBI/2020 on Bank

Indonesia Consumer Protection (Official Gazette of the Republic of Indonesia of 2020 Number 299, Supplement to the State Gazette of the Republic of Indonesia Number 6605), are declared to remain effective to the extent not contrary to the provisions of this Bank Indonesia Regulation.
Article 64
At the time when this Bank Indonesia Regulation comes into force, Bank Indonesia Regulation Number 22/20/PBI/2020 on Bank Indonesia Consumer Protection (Official Gazette of the Republic of Indonesia of 2020 Number 299, Supplement to the State Gazette of the Republic of Indonesia Number 6605), is repealed and declared ineffective .
Article 65
This Bank Indonesia Regulation comes into force from the date of its promulgation. In order that every person may know hereof, it is ordered to promulgate this Bank Indonesia by its placement in the State Gazette of the Republic of Indonesia. Established in Jakarta On 27 June 2023 GOVERNOR OF BANK INDONESIA, PERRY WARJIYO Promulgated in Jakarta On 27 June 2023

MINISTER OF LAW AND HUMAN RIGHTS OF THE REPUBLIC OF INDONESIA, YASONNA H. LAOLY OFFICIAL GAZETTE OF THE REPUBLIC OF INDONESIA OF 2023 NUMBER 13/BI

ELUCIDATION
OF
BANK OF INDONESIA REGULATION
NUMBER 3 OF 2023
ON
BANK INDONESIA CONSUMER PROTECTION
I. GENERAL
In order to encourage sustainable national economic growth and a strong financial system, the Government has issued Law Number 4 of 2023 on the Development and Strengthening of the Financial Sector which strengthens the regulation regarding various aspects of the financial sector, including institutional strengthening of Bank Indonesia's authority as the authority in the financial sector which has the authority to regulate and supervise Providers in the monetary, Payment System, and macroprudential sectors whose products and/or services are utilized by Consumers. The regulation of Consumer Protection in the said law shall include Consumers’ rights and obligations, adjustments to the principles of Consumer Protection, market conduct monitoring, and mechanisms for the settlement of complaints and disputes. In line with the increasing risks for Consumers arising from innovation and digitization of products and/or services in the financial sector, as well as the development of the principles of Consumer Protection, it is necessary to strengthen the regulation of Consumer Protection that refers to the laws and regulations and international best practices. Based on this matter, Bank Indonesia needs to establish Bank Indonesia Regulation on Bank Indonesia Consumer Protection.
II. ARTICLE BY ARTICLE
Article 1
Sufficiently clear.
Article 2
Sufficiently clear.
Article 3
Point a
Sufficiently clear.
Point b
Sufficiently clear.

Point c
Sufficiently clear.
Point d
The term “other parties regulated and supervised by Bank Indonesia” means, among others, banks conducting activities for depositing and/or withdrawing rupiah currency.
Article 4
Sufficiently clear.
Article 5
Sufficiently clear.
Article 6
Section (1)
Point a
Examples of Money Market and/or Foreign Exchange Market paricipants shall include Money Market instrument issuers. Point b Examples of Money Market and/or Foreign Exchange Market supporting institutions shall include banks, securities companies, and other institutions designated by Bank Indonesia that connect directly with Consumers in the framework of offering certain products and/or services in the Money Market and/or Foreign Exchange Market. Point c Sufficiently clear.
Section (2)
Sufficiently clear.
Article 7
Section (1)
Sufficiently clear.
Section (2)
Point a
The term “equality and fair treatment” means the treatment of Providers which are fair and non-discriminatory to Consumers. Point b The term “disclosure and transparency” means the provision of information by the Providers to Consumers both verbally and in writing, including information throught electronic means in a clear and complete manner, in a language that is easy to understand. Point c The term “education and literacy” means a series of processes or activities conducted by Providers to increase the knowledge and understanding of Consumers and/or the public regarding the Providers‘ products and/or services. Point d The term “responsible business behavior” means the Providers’ behavior that pays attention to the interests of Consumers in running their business by taking the needs and capabilities of Consumers into account before offering products and/or services to said Consumers.

Point e
The term “Consumers’ assets” means Consumers’ assets in the form of financial assets managed by Providers, including electronic money balances and Money Market securities. Point f The protection of Consumers’ data and/or information shall be conducted by Providers, among other things, by maintaining the confidentiality and security of Consumers’ data and/or information and only using such data and/or information in accordance with the interests and purposes approved by Consumers. Point g Providers shall handle and settle complaints effectively, among other things, by having and implementing a mechanism for the handling and settlement of Consumer complaints that is responsive, effective, and in accordance with the specified time limit. Point h The term “compliance enforcement” means a principle that focuses on the actions of Providers to ensure compliance with provisions on Consumer Protection based on the provisions of laws and regulations.
Section (3)
Sufficiently clear.
Article 8
Sufficiently clear.
Article 9
Section (1)
Sufficiently clear.
Section (2)
Point a
Sufficiently clear.
Point b
The provision of information to Consumers may be conducted through direct education and the creation of educational materials to be delivered throught print media, electronic media, and social media.
Article 10
Point a
Sufficiently clear.
Point b
“Ensuring the good faith of Consumers” shall be conducted, among other things, by verifying the information and/or documents submitted by Consumers. Point c “Misleading” shall include, among other things, Consumers conveying information that is incomplete so as to lead to erroneous conclusions. Point d Sufficiently clear. Point e Sufficiently clear.

Point f
Sufficiently clear.
Point g
Sufficiently clear.
Article 11
Section (1)
The term “equal access” means a non-discriminatory service or treatment to every Consumer.
Section (2)
Sufficiently clear.
Section (3)
Sufficiently clear.
Article 12
Section (1)
Special services to include the provision of assistance to Consumers with special needs, including the blind, deaf, speech impaired, and the elderly aged 60 (sixty) years or above.
Section (2)
Sufficiently clear.
Section (3)
Sufficiently clear.
Article 13
Sufficiently clear.
Article 14
Section (1)
The term “the principle of balance in making agreements” means that, for example, Providers ensure that Consumers receive complete and intact information regarding the benefits and risks of a product and/or service. The term “The principle of justice in making agreements” means that, for example, Consumers have agreed to pay a service fee from Providers and Providers are required to also provide the service in accordance with the agreement. The term “The principle of fairness in making agreements” means that, for example, the determination of fees charged for products and/or services are required to be in accordance with costs and prevalence.
Section (2)
Sufficiently clear.
Article 15
Section (1)
The term “standard clauses” means any rules or terms and conditions that have been prepared and stipulated in advance unilaterally by Providers as set forth in a binding document and/or agreement and be required to fulfilled by Consumers. The use of standard clauses shall be conducted by taking the provisions of laws and regulations into account. Point a The clause on the transfer of responsibilities or obligations of Providers to Consumers shall include that Consumers shall release Providers from responsibility

and/or compensation in any form that may arise from complaints or lawsuits filed by Consumers or their proxies. This standard clause shall transfer responsibility which is legally the responsibility of Providers to the responsibility of Consumers through the agreement. Point b Sufficiently clear. Point c “Grant Providers the right to reduce the usefulness of products and/or services or reduce the Consumers’ assets that are the object of the product and service agreement” shall include that Providers add administration fees unilaterally. Point d “Add, change, and/or provide advanced rules unilaterally after the agreement is approved or agreed upon” shall include those that result in the emergence of new rules. Point e Sufficiently clear. Point f Sufficiently clear. Point g Sufficiently clear. Point h Sufficiently clear. Point i Sufficiently clear. Point j Sufficiently clear.
Section (2)
Sufficiently clear.
Section (3)
Sufficiently clear.
Article 16
Sufficiently clear.
Article 17
Section (1)
The provision of information on product and/or service features as well as requests for products and/or services shall be given in writing through media that is easily accessible to Consumers or verbally which is recorded as proof that information has been

provided. Proof of giving information verbally may take form of electronic data format.
Section (2)
Sufficiently clear.
Section (3)
Point a
The use of Indonesian in conveying information may be equipped with a translation into a foreign language. Point b Sufficiently clear.
Article 18
“Other equivalent matters” shall include social media.
Article 19
Sufficiently clear.
Article 20
Section (1)
The term “change in the information” means a change in the information on the Providers’ products and/or services listed in the document and/or agreement. The delivery of the change in information may be conducted by using correspondence or electronically, either directly to each Consumer or in the form of an announcement.
Section (2)
Sufficiently clear.
Section (3)
Sufficiently clear.
Section (4)
Sufficiently clear.
Section (5)
Sufficiently clear.
Article 21
Section (1)
The official facilities provided by Providers shall be in the form of:
a. written publication in each Provider’s office or through the Provider’s official website; b. verbal information through the Providers’ call center; and/or
c. other electronic facilities owned by Providers.
Section (2)
Sufficiently clear.
Article 22
Sufficiently clear.
Article 23
Section (1)
The implementation of education may be conducted through, among other things, dissemination activities. The form, media, theme, and frequency of education implementation shall be adjusted to the needs of Providers.

Section (2)
Sufficiently clear.
Section (3)
The term “planned” means that the activities conducted have a concept in accordance with the goals, strategies, and policies of Providers. The term “measurable” means having goals, curriculum, target participants, learning materials, and methods as well as evaluation of understanding. The term “sustainable” means that the activities shall be conducted continuously to achieve the planned goals.
Section (4)
The term “stakeholders” means any parties that have an interest in the implementation of Consumer Protection, including Bank Indonesia, related ministries, and/or institutions.
Section (5)
Sufficiently clear.
Article 24
Sufficiently clear.
Article 25
Section (1)
Responsible business behavior by Providers shall include planning, sales, post-sales including complaint handling, and/or other business behaviors. Included in responsible business behavior is that Providers have procedures related to the management of conflicts of interest.
Section (2)
Sufficiently clear.
Section (3)
Sufficiently clear.
Section (4)
Sufficiently clear.
Article 26
Section (1)
The efforts of Providers to conduct prevention shall include having and implementing guidelines for the behavior of their management, supervisors, and employees in attitudes and actions.
Section (2)
Sufficiently clear.
Article 27
Section (1)
Compatibility between the needs and capabilities of Consumers shall be conducted, among other things, through an assessment of the capabilities, needs, and conditions of Consumers for the Providers’ products and/or services.
Section (1)
Sufficiently clear.
Article 28
Sufficiently clear.
Article 29

Section (1)
Providers shall maintain the security of Consumers’ assets against misuse, including:
a. deception, leakage of information, and banking crimes (fraud); b. scam; and
c. abuse and embezzlement of other assets (misuse).
Section (2)
Sufficiently clear.
Article 30
Section (1)
The forms of mechanisms and procedures for the protection of Consumers’ assets shall include the provision of mechanisms for providing information and/or control mechanisms.
Section (2)
The provision of information on the use of products and/or services, among other things, shall be in the form of proof of the use of products and/or services. The provision of information on the development of assets, among other things, in the form of historical data.
Section (3)
Sufficiently clear.
Article 31
Sufficiently clear.
Article 32
Sufficiently clear.
Article 33
Section (1)
Sufficiently clear.
Section (2)
The term “other parties” means other parties within the jurisdiction of the territory of the Republic of Indonesia and outside the jurisdiction of the territory of the Republic of Indonesia.
Section (3)
Sufficiently clear.
Section (4)
Sufficiently clear.
Article 34
Sufficiently clear.
Article 35
Section (1)
Sufficiently clear.
Section (2)
Point a
“Written approval” is the approval granted by Consumers in the form of a letter and/or other electronic means belonging to Providers. The written approval shall include approval via telephone which is then stated in the Providers’ official records in the form of a transcript. Point b Sufficiently clear.

Section (3)
Sufficiently clear.
Section (4)
Sufficiently clear.
Section (5)
Sufficiently clear.
Section (6)
Sufficiently clear.
Article 36
Sufficiently clear.
Article 37
Sufficiently clear.
Article 38
Section (1)
Follow-up and settlement of complaints conducted by Providers may refer to the agreement of Providers. Examples of the effective handling and settlement of complaints are that they must be conducted in accordance with the settlement period and through providing various channels for complaint settlement.
Section (2)
Sufficiently clear.
Article 39
Section (1)
Sufficiently clear.
Section (2)
Examples of other parties regulated and supervised by Bank Indonesia shall include providers of Payment System infrastructure and financial market infrastructure.
Section (3)
Sufficiently clear.
Article 40
Section (1)
Mechanisms for the complaint handling and settlement shall include the provision of media and/or facilities that can be used easily by Consumers to file complaints. The handling and settlement of complaints shall also take the obligation to maintain the confidentiality and security of Consumers’ data and/or information into account.
Section (2)
Sufficiently clear.
Section (3)
The submission of complaint handling and settlement mechanisms to Consumers shall be conducted, among other things, through the official website or brochures belonging to Providers.
Section (4)
Sufficiently clear.
Article 41
Sufficiently clear.

Article 42
Section (1)
Examples of mistakes, negligence, and/or actions that are contrary to the provisions of laws and regulations shall include system errors and embezzlement by employees.
Section (2)
Sufficiently clear.
Section (3)
Sufficiently clear.
Section (4)
Sufficiently clear.
Article 43
Sufficiently clear.
Article 44
Section (1)
Compliance with the provisions of laws and regulations on Consumer Protection shall include:
a. establish a Consumer Protection function or unit; b. responsible for mistakes, negligence, and/or actions that are contrary to the provisions of laws and regulations that cause harm to Consumers after going through the verification process;
c. responsible for Consumers’ losses caused by third parties
acting on behalf of Providers; and d. report the implementation of Consumer Protection to the authorities according to their respective authorities.
Section (2)
Sufficiently clear.
Article 45
Sufficiently clear.
Article 46
Section (1)
Included in other parties are, among others, sales agents and debt collectors who cooperate with Providers.
Section (2)
Sufficiently clear.
Section (3)
Sufficiently clear.
Article 47
Sufficiently clear.
Article 48
Point a
Sufficiently clear.
Point b
Sufficiently clear.
Point c
Sufficiently clear.
Point d
“Access data and/or information” shall include viewing, correcting, and adding data and/or information.

Point e
Sufficiently clear.
Point f
Sufficiently clear.
Point g
Financial education shall include education of products and/or services according to the needs and capabilities of Consumers to assist in making financial decisions. Point h Sufficiently clear. Point i Sufficiently clear. Point j Sufficiently clear. Point k Other rights regulated in the provisions of laws and regulations shall include the right to establish Consumer associations.
Article 49
Sufficiently clear.
Article 50
Sufficiently clear.
Article 51
Sufficiently clear.
Article 52
Point a
Sufficiently clear.
Point b
“Dispute settlement agency or body” is any agency or body that conducts dispute settlement outside the court. Point c Sufficiently clear.
Article 53
Section (1)
Sufficiently clear.
Section (2)
Sufficiently clear.
Section (3)
Point a
Sufficiently clear.
Point b
Other competent authorities shall include the Financial Services Authority. Point c Sufficiently clear.
Section (4)
Sufficiently clear.
Section (5)
Point a
Sufficiently clear.
Point b
Sufficiently clear.

Point c
The term “facilitation” means an effort to settle Consumer complaints by bringing Consumers together with Providers.
Article 54
Sufficiently clear.
Article 55
Sufficiently clear.
Article 56
Sufficiently clear.
Article 57
Sufficiently clear.
Article 58
Section (1)
Sufficiently clear.
Section (2)
Point a
Sufficiently clear.
Point b
Sufficiently clear.
Point c
“Report on the handling and settlement of Consumer complaints” shall include but are not limited to report on the handling and settlement of Customer complaints, report on Customer complaints in the implementation of fund transfer activities, and report on the handling of Consumer complaints related to deposits and/or withdrawals of rupiah currency. Point d Sufficiently clear.
Section (3)
Sufficiently clear.
Section (4)
“The provisions of Regulation of Bank Indonesia on periodic reporting” shall include, among other things, the provisions of Regulation of Bank Indonesia on integrated commercial bank reports.
Section (5)
Sufficiently clear.
Section (6)
Sufficiently clear.
Section (7)
Sufficiently clear.
Article 59
Sufficiently clear.
Article 60
Sufficiently clear.
Article 61
Section (1)

Supervision of the behavior of Providers in carrying out their business shall be the supervision by using a market conduct approach that focuses on the behavior of Providers in designing, compiling, and conveying information, offering, making agreements on products and/or services, as well as handling and settling complaints.
Section (2)
Sufficiently clear.
Article 62
Related authorities, ministries, and/or institutions shall include the Financial Services Authority, the Ministry of Trade of the Republic of Indonesia, the Ministry of Communication and Informatics of the Republic of Indonesia, the Indonesian National Police, the Attorney General's Office of the Republic of Indonesia, Providers association, and Consumers association.
Article 63
Sufficiently clear.
Article 64
Sufficiently clear.
Article 65
Sufficiently clear.
SUPPLEMENT TO THE STATE GAZETTE OF THE REPUBLIC OF INDONESIA NUMBER 38/BI