Abstract

This study analyzes the legal protection available to customers experiencing delayed payment transactions via the Quick Response Code Indonesian Standard (QRIS) at Bank BRI KC Mataram. It aims to identify the form of protection provided, the challenges encountered by users, and the bank's efforts in dispute resolution. The study employs a normative-empirical legal method, integrating statutory, conceptual, and sociological approaches. Data were collected through interviews with 10 customers and bank personnel, alongside a review of secondary sources, including Law No. 8 of 1999 on Consumer Protection, the Banking Law, and Bank Indonesia regulations on QRIS. Findings show that customer protection is embedded within a regulatory framework guaranteeing the right to safety, access to clear information, and complaint procedures. Nevertheless, significant obstacles remain, including unstable internet connectivity (60%), application failures (40%), phishing threats (20%), and low digital literacy (30%). Dispute resolution mechanisms include non-litigation methods—such as internal complaint services and LAPS SJK—as well as litigation, although the latter often involves lengthy processes. While Bank BRI KC Mataram has adopted a Service Level Agreement (SLA) and a fund restitution mechanism, these measures are hindered by bureaucratic inefficiencies and delayed responses. The study recommends strengthening regulatory frameworks to enforce stricter liability on service providers, enhancing digital infrastructure, and increasing customer education to support a more reliable and equitable digital payment ecosystem.