Rechtssicherheit Alternative Dispute Resolution in Financial Services (LAPS SJK) as a Forum for External Dispute Resolution in Services of Consumer Complaints through Consumer Protection Portal Application (APPK)

Abstract

The Financial Services Authority (OJK) is an institution formed with one of its objectives that is protecting Consumers and public interets. OJK provides complaint services by having an adequate system, making the complaint mechanisms of Consumers handling and facilitating complaints settlement.  The complaint mechanism is carried out by establishing two stages of Consumers services, namely internal dispute resolution (IDR) which, if not completed, enters the external dispute resolution (EDR) stage, namely the court and the alternative dispute resolution institution that received OJK approval, namely LAPS SJK.   In addition, at the beginning of 2022, OJK prepared a system, namely the Consumer Protection Portal Application (APPK) as a forum for resolving complaints at the IDR stage and through APPK the complaints can be forwarded by consumers to LAPS SJK. The purpose of this research is to know and understand legal certainty aspect in the appointment of the LAPS SJK forum that associated with the basic principle of dispute resolution which is the agreement between the parties including Financial Services (PUJK). This research was conducted using normative research with data collection through literature study.  Based on the results of the research, PUJK’s agreement is needed in choosing the forum of settlement whether through the court or alternative dispute resolution. But as stipulated in the regulations, the alternative dispute resolution institution for financial services just LAPS SJK.