EFEKTIFITAS MEDIASI DALAM PENYELESAIAN SENGKETA KONSUMEN OLEH BADAN PENYELESAIAN SENGKETA KONSUMEN DI KOTA PADANG

Abstract

ABSTRAK The Consumer Dispute Resolution Body (BPSK) is a body tasked with handling and resolving disputes between consumers and business actors outside the court. Mediation is one of the alternative dispute resolution both out of court and in court. The legal problems in this research are: 1) How is the implementation of consumer dispute resolution through mediation at the consumer dispute resolution agency in Padang city? 2) What are the factors that affect the effectiveness of mediation in resolving consumer disputes at BPSK in Padang city. This research was conducted using a sociological juridical approach method. The data sources used are primary data and secondary data. Data collection techniques were conducted by means of interviews and document studies. The data was analyzed qualitatively. The results of the research and discussion show that: 1) Types of disputes are divided based on the type of product being disputed, namely disputes over goods and disputes over services. 2) The lack of effectiveness of mediation efforts in resolving consumer disputes at BPSK is caused by several factors ranging from rules regarding the implementation of mediation, the role of mediators, facilities and infrastructure in mediation and the attitudes of the parties themselves.