Urgensi Standar Operasional Prosedur Perlindungan Konsumen dalam Membangun Tata Kelola Perlindungan Konsumen Terintegrasi pada Sebelas Sektor Strategis di Indonesia
DOI:
https://doi.org/10.51278/bce.v6i2.2061Keywords:
Consumer Protection, Standard Operating Procedures, Governance, Risk Management, ICPSFAbstract
The development of the digital economy, platform-based business models, and increasingly complex services has expanded the risks faced by consumers. Although Indonesia has established consumer protection regulations and sector-specific provisions, their implementation remains largely fragmented, creating a need for consistent and adaptive operational mechanisms. Objective: This study aims to analyse the urgency of Standard Operating Procedures (SOPs) for consumer protection across eleven strategic sectors in Indonesia and to develop an integrated consumer protection governance framework. Methods: This study adopts a qualitative approach using content analysis of regulations, scholarly literature, policies, and consumer protection SOP documents. Comparative analysis was employed to identify core principles and components applicable across sectors. Results: The study develops the Integrated Consumer Protection SOP Framework (ICPSF), comprising eight components: Governance Commitment, Consumer Risk Identification, Consumer Information and Transparency, Operational Control and Service Delivery, Complaint Handling System, Alternative Dispute Resolution, Monitoring and Compliance Audit, and Continuous Improvement. The ICPSF positions SOPs as a governance instrument linking regulation, risk management, service delivery, consumer rights protection, and continuous evaluation. The framework is adaptive and can therefore be tailored to the specific risk characteristics of each sector.
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