INDONESIA Trends and Developments Contributed by: Vovo Iswanto, Albert Boy Situmorang, Wisnu Wardhana and Ingrid Gratsya Zega, Assegaf Hamzah & Partners
Household electricity and gas One of the main focuses is ensuring a reliable, affordable and transparent energy supply to households. The strategy includes strengthen - ing the socialisation of consumer education and improving mechanisms for handling consumer complaints. Telecommunication service STRANAS-PK aims to improve the reliability of telecommunication services by addressing issues such as unfair data and roaming charges, unsolicited services, and the misuse of personal data. The strategy also includes strengthening digital infrastructure and enhancing transparen - cy and accountability among service providers. Finance This sector covers consumer protection in the banking, insurance, investments and financial technology industries. Key concerns include product transparency, informed consent, digital lending practices, fraud prevention, and proper handling of consumer complaints. The strategy further highlights the need for strong regulatory enforcement. Housing, water and sanitation In this sector, STRANAS-PK highlights several key concerns regarding construction delays, hidden costs, water quality, and lacking func - tional sanitation systems. However, the strategy remains broad, focusing primarily on regulatory harmonisation and improved enforcement. Transportation service To improve the overall public and private trans - portation, this sector includes buses, trains, avi - ation, shipping, and ride-hailing. Key concerns include fee transparency, safety and equitable access. The strategy in this sector includes set -
ting service quality standards and improving complaint resolution mechanisms. Health service Key focus areas include access to care, mis - use of informed consent, medical malpractice, pricing transparency and patient data privacy. To address these concerns, STRANAS-PK promotes the implementation of quality assur - ance systems and the strengthening of sectoral standards in service delivery. Electronics, telematics and motor vehicles The strategy calls on producers and importers to implement effective complaint-handling sys - tems and to comply with mandatory type super - vision. Effective oversight in this sector requires co-ordination among multiple agencies, particu - larly the Ministry of Industry, Ministry of Trade, and the National Standardisation Agency (BSN). In general, STRANAS-PK seeks to elevate busi - nesses accountability and enforce efficient supervision across key sectors by addressing challenges and implementing institutional col - laboration. However, its further development and implementation remain to be seen. The Trend of Recent Consumer Protection Enforcement One of the government bodies in Indonesia that oversee consumer issues is the National Consumer Protection Agency (, BPKN), whose duties include: (i) receiving complaints from the consumers, non-governmental consumer pro - tection agency (LPKSM), or businesses; and (ii) providing recommendations to the government on consumer protection policies. BPKN regularly publishes reports on consumer complaints across key sectors. Based on the data report published on their official website,
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