Ensure Digital Transaction Security, GoPay Collaborates with BPKN for Consumer Protection

Ensure Digital Transaction Security, GoPay Collaborates with BPKN for Consumer Protection

GoPay further strengthens consumer protection initiatives in Indonesia. After launching the Refund Guarantee program, this time GoPay collaborates with the National Consumer Protection Agency (BPKN) to educate the public about consumer protection rights and how to claim these rights. Previously, GoPay's educational initiatives regarding digital security had reached more than a third of Indonesians.

Deputy Chairman of BPKN RI, Dr. Muhammad Mufti Mubarok, SH, S.Sos., M.Sc., explained that it is important for consumers to understand their rights and how to claim these rights, so that consumers are more comfortable and safe in their activities on digital platforms. “Consumer trust is the main capital of the country's economy. Therefore, BPKN always encourages a conducive business ecosystem, where consumers understand and can obtain their rights and business actors are also alert and responsive to consumer complaints. In 2021, the number of complaints received by BPKN has doubled compared to last year. This is one of the points that indicate that consumers are increasing awareness and understanding of their rights. This of course must be balanced with compliance and responsive actions from business actors to respond to complaints and restore the rights of consumers who have suffered losses.”

GoPay's Chief Marketing Officer, Fibriyani Elastria said, "GoPay is committed to providing comprehensive protection for consumers through the Safe Together GoPay initiative with a focus on three pillars: technology, education and protection. Not only relying on world-class advanced cyber security technology, we also prioritize education to all levels of Indonesian society regarding digital security. Because people can better protect themselves from cyber threats by understanding more about digital security aspects. Throughout 2021, our education program has reached more than a third of Indonesians in remote areas.”

The GoPay protection program starts with a Back Balance Guarantee which consumers can claim if there is a loss of GoPay balance due to things that are beyond the control of the consumer, such as forced account takeover, and if you lose your cellphone with the GoPay balance in it. Cooperation with BPKN complements this protection program by providing education on aspects and rights of consumer protection in digital transactions. Through this collaboration, consumers can gain an understanding of consumer protection rights based on laws and regulations, including the right to resolve problems based on appropriate processes.

BPKN appreciates GoPay's more advanced steps in protecting users by educating consumer rights and providing special features for consumer convenience. “The GoPay Balance Back Guarantee protection program is one of the fulfillment of consumer rights for comfort, security and safety in consuming goods and/or services. Based on our experience, the speed of resolving cases with GoPay against consumer complaints is also very fast. Hopefully it can be an example for other players”, said Mufti.

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