YLKI pushes for integrated digital dispute resolution system via ODR

Jakarta (ANTARA) - The Indonesian Consumers’ Foundation (YLKI) is pushing for the development of Online Dispute Resolution (ODR) as an integrated digital mechanism for consumer complaints and dispute resolution on a national scale. Coinciding with National Consumer Day (Harkonas) 2026, YLKI Chair Niti Emiliana stated that the digital system is necessary to address challenges arising from convoluted reporting procedures and the limited reach of dispute resolution institutions. “This system must be able to reach down to the village level, so that all consumers, including those in remote areas, can access complaint services easily, quickly, and affordably,” said Niti Emiliana in Jakarta on Monday. She added that digitising the complaint and dispute resolution system would also facilitate government oversight and evaluation of business actors’ compliance, including in product advertising activities. “This phenomenon is exacerbated by the massive spread of information through digital platforms that is difficult to control. YLKI urges strengthened supervision of business actors and firm law enforcement against advertising practices that harm consumers,” she said. In addition to irresponsible advertising practices, the expansion of digital platform usage also poses risks of scams and theft of data and personal information. She stated that YLKI data shows that the financial services sector has consistently ranked among the top five sources of complaints over the past five years, with the majority of cases involving fraud, account breaches, and misuse of personal data. “Therefore, the effective implementation of the Personal Data Protection Law must be a priority, accompanied by strict supervision, firm law enforcement, and increased responsibility of digital platforms in protecting consumer data,” Niti added.