DISPUTE RESOLUTION IN DIGITAL BANKING ARISING FROM BIOMETRIC AUTHENTICATION: A COMPARATIVE STUDY OF INDONESIA AND SINGAPORE

Abstract

This article examines digital banking disputes arising from biometric authentication in mobile banking, including authentication failures, misuse of biometric data, and bank liability for customer losses. It compares the legal frameworks of Indonesia and Singapore, two countries pursuing financial digitalization with different approaches to consumer and personal data protection. The study uses a normative juridical method with statutory and comparative approaches. The findings indicate that Indonesia has a basic legal framework comprising the Electronic Information and Transactions Law, the Personal Data Protection Law, and Financial Services Authority regulations. However, clearer evidentiary and liability standards and more consistent compensation procedures are needed for biometric-related disputes. Singapore offers a more structured framework through its personal data protection legislation, electronic payments user-protection guidelines, and dispute-resolution arrangements administered by FIDReC. The comparison highlights the importance of security governance, transparent investigations, and accessible dispute resolution in protecting customers