PERLINDUNGAN HUKUM TERHADAP KONSUMEN INDIHOME AKIBAT TERJADINYA GANGGUAN JARINGAN INTERNET DITINJAU DARI UNDANG-UNDANG NOMOR 8 TAHUN 1999 TENTANG PERLINDUNGAN KONSUMEN

Abstract

Advances in information technology make it easy for the public to be able to find all the information needed quickly. One of these telecommunications service providers is Plasa Telkom Indonesia. The use of this internet service does not always run smoothly as expected. Sometimes there are several factors that then interfere with the access to this internet service. Among them, the increasing number of users causes network disturbances, optical cable breaks, and other technical problems. This of course can harm consumers in the use of these services. Meanwhile, as a business actor, Plasa Telkom Indonesia must be responsible for providing good service to consumers. The specification of this research is descriptive by using normative empirical juridical method. The source of data in this study is secondary data. Secondary data were obtained through document studies and field research. The data collected were analyzed qualitatively and presented in a qualitative descriptive form. The results of the study show that the legal protection given to IndiHome consumers by Plasa Telkom as a business actor is preventive and repressive. This preventive protection is in the form of socialization and the use of standard clauses regarding subscription terms. Meanwhile, repressive protection is by conducting deliberation, providing compensation/compensation in accordance with the agreement of the parties and the compensation given by Plasa Telkom is usually not in the form of money, but in the form of benefits/services. Plasa Telkom's form of accountability to consumers is to implement a Service Level Guarantee, but in practice the Service Level Guarantee is not always given properly by Plasa Telkom.