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All Journal Rechtsidee Perspektif : Kajian Masalah Hukum dan Pembangunan JURISDICTIE Jurnal Hukum dan Syariah Pembaharuan Hukum International Journal of Law Reconstruction JUSTITIA JURNAL HUKUM Mimbar Hukum - Fakultas Hukum Universitas Gadjah Mada Nagari Law Review Jurnal Ilmiah Penegakan Hukum Pena Justisia: Media Komunikasi dan Kajian Hukum Notaire Journal of Social Development Studies Jurnal Abdi Masyarakat Indonesia Yuridika Perspektif Hukum Journal of Law and Legal Reform
Bambang Sugeng Ariadi Subagyono
Fakultas Hukum Universitas Airlangga
Humanities Economics, Econometrics & Finance Education Engineering Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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Enhancing Consumer Dispute Literacy and The Complaint System of The National Consumer Protection Agency (BPKN) in Realizing A Smart Consumer Society Subagyono, Bambang Sugeng Ariadi; Anand, Ghansham; Chumaida, Zahry Vandawati
Jurnal Abdi Masyarakat Indonesia Vol 6 No 1 (2026): JAMSI - Januari 2026
Publisher : CV Firmos

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54082/jamsi.2366

Abstract

Consumer protection in Indonesia continues to face challenges related to the low level of consumer legal literacy and limited utilization of the complaint mechanisms provided by the National Consumer Protection Agency (BPKN). This study aims to analyze how the improvement of consumer dispute literacy and the optimization of BPKN’s complaint system contribute to the realization of smart consumers in society. Using a juridical-normative approach, this research examines the legal framework governing consumer protection, supported by conceptual and case-based analyses from relevant regulations, legal literature, and official reports. The findings indicate that while Law No. 8 of 1999 on Consumer Protection and Presidential Regulation No. 50 of 2017 provide a solid foundation, the implementation remains hindered by normative limitations, weak institutional coordination, and low legal awareness among consumers. The discussion reveals that the effectiveness of BPKN’s complaint system depends not only on regulatory strength but also on public literacy and participation. Therefore, the study concludes that enhancing consumer literacy and strengthening institutional synergy are crucial in building a responsive and inclusive consumer protection system. These efforts will enable BPKN to play a more strategic role in empowering consumers and fostering a culture of smart, critical, and legally aware consumption behavior.
Co-Authors A. Zainur Rasyidi Ramadhani Adrianus Jeffri Shandietrysno Agus Yudha Hernoko Alya Tsabita, Alya Asri Wijayanti Chumaida , Zahry Vandawati Dwi Agustin Elkhashab, Noureldin Samy Fiska Silvia Raden Roro Ghansham Anand Hidayatullah, Tomi Indira Retno Aryatie Johan Wahyudi Johan Wahyudi Kukuh Leksono Suminaring Aditya Maghfira, M. Risyah Farras Deka Malie, Adi Muliawansyah Qois, Ghozi Naufal Ramadhani, A. Zainur Rasyidi Razky Akbar Romadhona, Mochamad Kevin Shandietrysno, Adrianus Jeffri Suheryadi, Bambang Trisadini P. Usanti Trisadini Prasastinah Usanti Vandawati Chumaida, Zachry Vandawati, Zahry Vina Putri Salim Wibowo, Veronica Cynthia Zahry Vandawati Zahry Vandawati Chumaida