Proceedings of the 3rd International Conference on Law, Economics & good Governance (ICLAW 2025)

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Unraveling the Ambiguity of Legal Liability of Digital Banking in Indonesia: Adapting an Integrated Protection Model for Customers

Authors
Rekawati Rekawati1, *, Adi Sulistiyono1, Riska Andi Fitriono1
1Faculty of Law, Sebelas Maret University, Surakarta, Indonesia
*Corresponding author. Email: Reqhas3@student.uns.ac.id
Corresponding Author
Rekawati Rekawati
Available Online 29 December 2025.
DOI
10.2991/978-2-38476-519-5_10How to use a DOI?
Keywords
Legal Ambiguity; Digital Banking; Integrated Protection Model
Abstract

Despite the rapid development of digital banking services in Indonesia, regulations governing customer protection are still partial and do not clearly divide legal responsibilities among industry players. This lacuna creates ambiguity in dispute resolution and weakens the legal position of customers. This gap shows that a comprehensive study of a special legal protection model for digital banking in Indonesia is still limited. This research aims to formulate a protection framework that is able to answer these complexities in the context of digital transformation that accelerates service innovation, but leaves gaps in regulation and customer protection. Through a normative juridical approach, this research identifies that there is a lack of clarity on banks’ legal responsibilities, information asymmetry, and cyber security vulnerabilities that weaken customer protection. As a solution, this research proposes an Integrated Protection Model consisting of five main pillars: (1) adaptive regulation, (2) advanced security technology, (3) customer education, (4) consistent law enforcement, and (5) effective dispute resolution mechanisms. The results show that this model can provide clearer legal certainty, increase public trust, and support financial inclusion in Indonesia’s digital banking ecosystem.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 3rd International Conference on Law, Economics & good Governance (ICLAW 2025)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
29 December 2025
ISBN
978-2-38476-519-5
ISSN
2352-5398
DOI
10.2991/978-2-38476-519-5_10How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Rekawati Rekawati
AU  - Adi Sulistiyono
AU  - Riska Andi Fitriono
PY  - 2025
DA  - 2025/12/29
TI  - Unraveling the Ambiguity of Legal Liability of Digital Banking in Indonesia: Adapting an Integrated Protection Model for Customers
BT  - Proceedings of the 3rd International Conference on Law, Economics & good Governance (ICLAW 2025)
PB  - Atlantis Press
SP  - 117
EP  - 135
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-519-5_10
DO  - 10.2991/978-2-38476-519-5_10
ID  - Rekawati2025
ER  -