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Hardianto
Universitas Andalas (UNAND), Padang, Indonesia
Law, Crime, Criminology & Criminal Justice Social Sciences

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Analysis of Consumer Dispute Resolution Through the Consumer Dispute Resolution Board (BPSK) Hardianto; Devly; Rugun Sari
Legal Frontier Vol. 2 No. 3 (2026): Legal Frontier: Juli
Publisher : Yayasan Cinta Negara

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Abstract

The increase in trade in goods and services, including digital transactions, has heightened the potential for disputes between consumers and businesses. The Consumer Dispute Resolution Agency (BPSK) was established as an out-of-court dispute resolution mechanism expected to provide swift, simple, and low-cost resolutions. This study aims to analyze the consumer dispute resolution mechanism through the BPSK, identify obstacles in its implementation, and evaluate its effectiveness in providing legal protection to consumers. The study employs a normative legal research method using regulatory, conceptual, and case-based approaches, analyzed qualitatively. The results of the study indicate that the BPSK plays a strategic role in consumer dispute resolution; however, its effectiveness is still hampered by overlapping jurisdictions, weak enforcement of decisions, limited resources, and a lack of public understanding. Therefore, strengthening the regulations, institutional framework, and capacity of the BPSK is necessary so that legal protection for consumers can be realized more effectively
Co-Authors Devly Rugun Sari