LEGAL POLITICS OF CUSTOMER PROTECTION IN STANDARD AGREEMENTS FOR FAIR DIGITAL BANKING SERVICES

Abstract

This study analyzes the legal politics of customer protection in standard agreements for digital banking services in Indonesia. The rapid growth of digital banking has created a legal gap and an imbalance in bargaining positions between banks and customers, which is manifested in the often detrimental use of standard agreements. Through normative legal research methods with legislative, case, and theoretical approaches, this study examines the theoretical foundations of standard agreements and exoneration clauses, evaluates the existing regulatory framework, and analyzes the implementation of legal accountability through case studies. The findings show that although the legal framework has been significantly strengthened by Law Number 4 of 2023 concerning the Development and Strengthening of the Financial Sector and Financial Services Authority Regulation Number 22/POJK.07/2023, there are still substantial challenges in law enforcement due to standard clauses limiting bank liability. Therefore, a more pro-active and equitable legal political direction is needed, which not only regulates formally but also ensures that the rights of customers are substantively protected.