EFEKTIVITAS PERLINDUNGAN HUKUM KONSUMEN DALAM PELAYANAN AIR BERSIH OLEH PERUSAHAAN UMUM DAERAH (PERUMDA) AIR MINUM DI KOTA PADANG

Abstract

ABSTRACT

Clean water services provided by the Regional Public Drinking Water Company (Perumda) in Padang City constitute a basic necessity that must be fulfilled optimally for the community. Based on Law Number 8 of 1999 concerning Consumer Protection, every consumer has the right to obtain comfort, security, and safety in using goods and/or services. However, in practice, clean water services still generate various complaints from the public, such as disruptions in water distribution, turbid water quality, and administrative service problems. This study aims to analyze: (1) The effectiveness of consumer legal protection in clean water services provided by the Regional Public Drinking Water Company in Padang City, (2) The obstacles encountered in implementing such consumer legal protection, and (3) The solutions to overcome these obstacles. This research uses a sociological legal method with a qualitative approach. Data were collected through interviews, document studies, and literature studies. The data were analyzed descriptively. The results of the study show that: (1) Consumer legal protection has been implemented through customer complaint services, subscription contracts, and handling of water distribution disruptions. (2) However, its implementation still faces obstacles such as technical limitations of the network, lack of information delivery to customers, and low consumer awareness. (3) Therefore, it is necessary to improve service quality, infrastructure, and public socialization to ensure optimal consumer legal protection.