PELAKSANAAN PERAN BADAN PENYELESAIAN SENGKETA KONSUMEN (BPSK) DALAM MENYELESAIKAN SENGKETA KONSUMEN MELALUI PROSES MEDIASI DI KOTA PARIAMAN

Abstract

ABSTRACT This study aims to analyze the implementation of the role of the Consumer Dispute Resolution Agency (BPSK) in resolving consumer disputes through the mediation process in Pariaman City. BPSK is an institution that functions to resolve disputes between consumers and business actors outside the court, as a form of protection of consumer rights as regulated in Law Number 8 of 1999 concerning Consumer Protection. The formulation of the research problem is 1) How is the implementation of the role of BPSK in resolving consumer disputes through the mediation process in Pariaman City? 2) What are the obstacles to BPSK in resolving consumer disputes through the mediation process in Pariaman City? 3) What are the efforts used by BPSK in overcoming obstacles in resolving consumer disputes through the mediation process in Pariaman City? This type of research is sociological juridical. Data sources include primary data and secondary data. Then the data collection technique uses document studies and interviews that are analyzed qualitatively. The results of the study 1) in the mediation process the mediator participates from the beginning in the mediation process, the mediator as a mediator or neutral party. The final decision or agreement is in the hands of both parties to the dispute 2) obstacles in the mediation process, namely the lack of understanding and awareness of business actors and consumers, agreements that are difficult to obtain and the difficulty of conducting mediation sessions via Zoom 3) efforts to overcome obstacles experienced in the mediation process, namely providing understanding to business actors and consumers and providing direction and solutions to make it easy to reach an agreement.