Jakarta, 9 June 2022 -- Cyber crime is one of the challenges in the era of digitalization that continues to grow. People as users of digital services are often victims of cyber attacks by hackers.
In addition to being victims, people are sometimes confused about reporting when they are exposed to a cyber attack. As a result, people use social media to complain and go viral.
Regarding this matter, OJK Executive Director of Banking Research and Regulation, Anung Herlianto explained, the principle of handling complaints has been regulated in OJK regulation No. 6/2022 on consumer and public protection in the financial services sector.
Financial service actors, including banking, must implement written policies and procedures regarding consumer protection. He said that if the losses received by the community were caused by the banking system or infrastructure, the Bank had to compensate.
"Financial service business actors are also prohibited from charging consumers in carrying out the complaint procedure," said Anung.
In addition, he continued, OJK also regulates the mechanism for consumer complaints in POJK No.18/2018 regarding Consumer Complaint Services in the Financial Services Sector. The POJK regulates the time limit for dispute resolution that must be met by banks.
OJK also provides services to the public to channel complaints through the consumer protection portal application (APPK). The public can submit their complaints in the application.
At the technical level, he continued, OJK has also issued an OJK circular letter No. 2/2014 concerning Services and Settlement of Consumer Complaints to Financial Service Actors. The regulation regulates in detail regarding service and settlement of complaints to financial service Actors.
“So actually we already have an outline anticipating the potential, whether it's a customer error or the bank's fault experiencing losses due to digital transactions. The public can submit complaints through various digital channels," said Anung.
From a regulatory perspective, Anung said, OJK will revise the POJK on information technology risk management (MRTI) to become POJK on the implementation of information technology, which will have a wider scope, not limited to risk management.
Anung said, customer digital literacy is the key in the digital era. Hackers are targeting the weakest layer in the digital banking ecosystem, namely customers. Therefore, people's digital literacy must continue to be improved by all stakeholders.
BNI Tips to Protect Customers
In the meantime, BNI IT and Operations Director, YB Hariantono said that in maintaining and protecting customer data, the Company focuses on two areas. First, internal strengthening so that customers can make digital transactions safely and comfortably through the application.
BNI continues to improve infrastructure, technology and processes so that transactions are more secure, especially in the face of attacks from outside.
Second, is to increase and build public awareness so that they avoid social engineering and frauds in the name of banking.
“We create ongoing and routine awareness programs for customers. This can be done by the banks themselves, or together with industry and regulators," said Hariantono.
In addition, said Hariantono, BNI also continues to invest in strengthening information technology. Of the capital expenditures prepared for the development of information technology, the allocation of funds channeled for cyber security enhancement is quite large.
"The funds are used for infrastructure, software and compliance upgrades for stronger cybersecurity," said Hariantono. (*)