Perlindungan Hukum Konsumen terhadap Praktik Penghangusan Kuota Internet oleh Penyelenggara Jasa Telekomunikasi di Indonesia

Abstract

The rapid development of mobile telecommunications services has made internet access a primary necessity. However, the practice of forfeiting unused internet data quotas raises legal issues concerning consumers’ legal position, legal protection, and the liability of telecommunications service providers. This study employs contract law theory, legal protection theory, and legal interpretation and construction theory, using a normative juridical method with statutory and conceptual approaches. The findings indicate that although consumers are formally bound by valid contractual agreements, their substantive position remains unequal due to the dominant role of service providers in determining service terms and conditions. The forfeiture of unused data quotas prevents consumers from fully benefiting from services they have already paid for, thereby conflicting with the principles of balance and good faith in contract law. Furthermore, legal protection remains ineffective because no adequate compensation mechanism is provided, despite the existence of actual consumer losses that satisfy the elements of legal liability. Therefore, stricter regulations and improved service policies are necessary to ensure fairness, accountability, and effective consumer protection.