CONSUMER DISPUTE SETTLEMENT BY MEDIATION THROUGH A CONSUMER DISPUTE SETTLEMENT AGENCY IN REALIZING LEGAL PROTECTION
Keywords:
Consumer Dispute Resolution, Mediation, BPSKAbstract
Specific characteristics that are encountered in consumer disputes include, among others, related to the imbalance of bargaining power (bargaining position) between consumers and business actors, where in general consumers are in a weak position economically, psychologically and in terms of knowledge compared to business actors who are generally in the form of corporations and It has been systematically arranged from a management point of view. Therefore, this study aims to discuss how to resolve consumer disputes at BPSK through mediation regarding e-commerce issues and legal protection efforts for consumers through mediation in resolving consumer disputes related to e-commerce issues, using dispute resolution theory and legal protection theory. The method used by this writer is normative juridical research which is supported by a statute approach, a conceptual approach, a case approach based on primary legal materials, secondary legal materials and tertiary legal materials. The technique of collecting legal materials was obtained through studies or reviewing legislation and library research. The results showed that the settlement of consumer disputes at BPSK through mediation related to e-commerce issues is carried out on the basis of the agreement of the parties, the Assembly provides a forum for the parties in dispute, actively reconciles the parties, the Assembly fully submits the dispute resolution process to consumers and business actors concerned both regarding the form or compensation, the Assembly acts actively as a mediator by providing advice, instructions, suggestions, and other efforts in resolving disputes and then the Assembly receives the results of deliberations which are then strengthened by a determination signed by the Chairman and Members of the BPSK Assembly. Legal protection efforts against consumers through mediation in resolving consumer disputes related to e-commerce issues are in the form of an agreement between the parties that is strengthened by a determination issued by BPSK which is final and binding
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