Legal Protection for Consumers on the Right to be Heard Regarding Indihome Service Complaints on Twitter
Authors: Vania Yudiantoro Tia Anindya , Indah Parmitasari  
Published: September 2024

This study discusses consumer complaints regarding indihome services via DM indihome twitter which were not immediately responded to by customer service. The formulation of the problem is first, how is the legal protection for consumers for the right to be heard regarding complaints about indihome services on twitter?, second, how can indihome consumers make complaints if the right to be heard regarding is violated by TELKOM?. This study uses normative legal research with statutory and conceptual approaches. Research objects include the Civil Code, Law Number 8/1999 concerning Consumer Protection, Law Number 36/1999 concerning Telecommunications, Indihome Subscription Agreement. Collection techniques include literature study and document study. Data analysis was descriptive qualitative. The results of the research, first, preventive legal protection are regulated in Article 4 letters c and d UUPK concerning consumer rights, Article 7 letters b, c, d UUPK regarding obligations of business actors and indihome subscription agreements regarding consumer rights and obligations of business actors. Repressive legal protection is regulated in Article 19 paragraph (1) and paragraph (2) of the UUPK and Article 15 paragraph (1) and paragraph (2) of the Telecommunications Law in the form of providing compensation if business actors harm consumers. Second, efforts to make complaints that can be made by indihome consumers through consumer protection agencies (BPKN, LPKSM, BPSK), if they are not successful, consumers can file a lawsuit with the court as specified in Article 45 paragraph (4) UUPK.Keywords: Consumers, Complaints, Indihome, Legal Protection
AbstrakPenelitian ini membahas pengaduan konsumen terkait layanan indihome melalui DM twitter indihome yang tidak segera direspon oleh customer service. Rumusan masalah yaitu pertama, bagaimana perlindungan hukum bagi konsumen atas hak untuk didengar terhadap pengaduan layanan indihome di twitter?, kedua, bagaimana upaya pengaduan yang dapat dilakukan konsumen indihome apabila hak untuk didengar dilanggar oleh pihak TELKOM?. Penelitian ini menggunakan penelitian hukum normatif dengan pendekatan perundang-undangan dan pendekatan konseptual. Objek penelitian meliputi KUHPerdata, UU Nomor 8/1999 Tentang Perlindungan Konsumen, UU Nomor 36/1999 tentang Telekomunikasi, Perjanjian Berlangganan Indihome. Teknik pengumpulan meliputi studi pustaka dan studi dokumen. Analisis data secara deskriptif kualitatif. Hasil penelitian, pertama perlindungan hukum secara preventif diatur dalam Pasal 4 huruf c dan d UUPK tentang hak konsumen, Pasal 7 huruf b, c, d UUPK tentang kewajiban pelaku usaha serta perjanjian berlangganan indihome tentang hak konsumen dan kewajiban pelaku usaha. Perlindungan hukum secara represif diatur dalam Pasal 19 ayat (1) dan ayat (2) UUPK serta Pasal 15 ayat (1) dan ayat (2) UU Telekomunikasi berupa pemberian ganti kerugian apabila pelaku usaha merugikan konsumen. Kedua, upaya pengaduan yang dapat dilakukan konsumen indihome melalui lembaga perlindungan konsumen (BPKN, LPKSM, BPSK), jika tidak berhasil, konsumen dapat mengajukan gugatan ke pengadilan sebagaimana diatur dalam Pasal 45 ayat (4) UUPK.Kata kunci: Indihome, Konsumen, Pengaduan, Perlindungan Hukum.