Consumer Protection in E-Commerce: A Case Study on Lodging Applications

DOI

10.2991/assehr.k.210506.039How to use a DOI?

Keywords

E-commerce, Consumer Protection Agency, Consumer Protection Act

Abstract

As the world no longer has boundaries with everyone being connected to the internet, we can access information from other parts of the world in an instant, without having to go anywhere. The internet makes it easy for us to access data and news. In addition, the internet provides convenience in doing business. For example, in the lodging business, lodging services can be booked via an online application. Undeniably, many online lodging applications, including OYO, have penetrated the Indonesian market, even though OYO’s head office is not in Indonesia. This is the impact of globalization, and this growing trend has sparked our interest in conducting this research. Our research began when the National Consumer Protection Agency (BPKN) received a lot of complaints on OYO from consumers in September 2020. Like a two-sided coin, this incident shows a positive side that the public is already aware of their rights. Consumers are aware of the laws that can protect their rights, such as Law Number 8 of 1999 concerning Consumer Protection and Law Number 11 of 2008, which discusses Information and Electronic Transactions. However, consumers in Indonesia still prefer to settle e-commerce cases through a non-litigation path. This research aims to uncover the legal protections for e-commerce consumers, especially in lodging services, and the process of dispute resolution within the National Consumer Protection Agency (BPKN) on complaints about e-commerce-based lodging services. This research aims to find out the root causes of e-commerce problems in lodging services, especially application-based ones (in the case of OYO), and to find out how the settlement process is conducted after a dispute occurs between consumers and e-commerce application-based lodging services providers. Apart from these two objectives, our research puts forward several suggestions with the hope that consumer rights can be quickly restored and business actors can carry out their obligations in full.

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Durianto Darmadi
AU  - Riyadi Slamet
AU  - Santiago Faisal
PY  - 2021
DA  - 2021/05/08
TI  - Consumer Protection in E-Commerce: A Case Study on Lodging Applications
BT  - Proceedings of the 1st International Conference on Law and Human Rights 2020 (ICLHR 2020)
PB  - Atlantis Press
SP  - 285
EP  - 293
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.210506.039
DO  - 10.2991/assehr.k.210506.039
ID  - Darmadi2021
ER  -