Closing the Justice Gap in Digital Finance Services through Online Dispute Resolution

Handriyanto  Wijaya; Dewi Sulistianingsih

Closing the Justice Gap in Digital Finance Services through Online Dispute Resolution

Authors

Handriyanto Wijaya Universitas Negeri Semarang
Dewi Sulistianingsih State University of Semarang

Keywords:

online dispute resolution, digital financial services, access to justice

Abstract

Despite the rapid expansion of digital financial services, existing legal frameworks have not adequately addressed the widening access to justice gap in digital financial disputes. The growth of these services has expanded public access to financial products, but also created increasingly complex disputes between consumers and financial service providers. Conventional dispute resolution mechanisms remain limited in responding to the characteristics of digital transactions, which are fast, cross-platform, and technology-driven. This article examines the potential of Online Dispute Resolution (ODR) as a mechanism to strengthen consumer protection and legal certainty in digital financial disputes. The research uses a normative legal approach with statutory, conceptual, and comparative methods. It analyzes the suitability of the existing legal framework with the needs of dispute resolution in the digital era and the prospects for integrating ODR into the financial services dispute resolution system. The study finds that current mechanisms are still constrained by accessibility, efficiency, and responsiveness. ODR offers a more accessible, efficient, and timely alternative while maintaining fairness and legal accountability. Therefore, strengthening the legal and institutional foundations of ODR is essential to narrow the justice gap

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Closing the Justice Gap in Digital Finance Services through Online Dispute Resolution