How to Report a Dispute Case to Badan Penyelesaian Sengketa Konsumen Indonesia?

Irresponsible producers often harm consumers. The product or service provided is not in accordance with what they promised to their consumers. Even worse, there are still many consumers who are willing to accept the loss that they suffer and rarely complain about that. For the examples, if you find a cockroach in your dish served in a restaurant or lose your vehicle in a public parking lot.

So, how do you report your dissatisfaction with a product or service? Badan Penyelesaian Sengketa Konsumen Indonesia—or also abbreviated to BPSK (In English: The Indonesian Consumer Dispute Settlement Agency)—can be one of the solutions.

What is the legal basis for reporting a consumer dispute case?

If you read carefully, on public parking tickets, words like these are listed: "loss of vehicles is the responsibility of the respective owners." The problem is, that is not in accordance with the laws that apply in this country.

Based on Article 18, paragraph (1) Law No. 8 of the year 1999 concerning Consumer Protection (Indonesian: Undang-Undang Perlindungan Konsumen/UUPK), such clause released by some business actors, stating diversion of the business actors’ responsibility is a violation of the law—specifically civil law.

Therefore, as a consumer, you should not hesitate to report your dispute case with the producer to the authorized government institution, namely Badan Penyelesaian Sengketa Konsumen Indonesia or BPSK.

What are the roles of Badan Penyelesaian Sengketa Konsumen Indonesia?

Badan Penyelesaian Sengketa Konsumen Indonesia is one of the judicial institutions of consumers domiciled in each of the Level II Regions of regencies and cities throughout Indonesia as regulated under Law No. 8 of 1999 concerning Consumer Protection.

The agency’s main task is to resolve consumer disputes outside the general court institution, BPSK consists of representatives of government apparatus, consumers, and business actors or producers who are appointed or dismissed by the Minister of Industry and Trade.

In handling and managing consumer problems, Badan Penyelesaian Sengketa Konsumen Indonesia has the authority to check out the truth of the reports of all the parties to the dispute, including all the evidence, such as bills and receipts. 

What is the procedure to report a case of a consumer dispute to BPSK?

Badan Penyelesaian Sengketa Konsumen Indonesia has four principles that they maintain, namely improving pro-consumer product and service, creating legal certainty, intensifying goods and services, and socializing to consumers so that they are smart in choosing the goods and services.

To send your complaints to BPSK, there are stages as follows:

1. Make a letter of application to the Chairperson of BPSK.
2. Fill out the complaint form at the BPSK Secretariat office which contains:
• The complainant's name and address as well as the reported company’s name and the address of the company. 
• Photocopy of the claimant's KTP (ID Card) and KK (Family ID Card) if necessary.
• Description of the time and/or place where the transaction happened.
• Chronology of the events.
• Complete proofs such as invoices, receipts, bills, laboratory results, Letters of Agreement.

The resolution to the disputes offered by BPSK is carried out by mediation, arbitration, and conciliation. For mediation, the BPSK assembly acted actively to provide guidance and advice. Meanwhile, with arbitration, the BPSK assembly will make a final, binding settlement, and with conciliation, the BPSK assembly acts passively in resolving disputes.

Speaking up through the media such as the reader's letter or online is indeed not enough. As consumers, you need to report complaints on both of your material and immaterial losses to BPSK as a form of fulfilling your rights as consumers. That will also contribute to the improvements of many business actors. So, from now on, stand up for your rights!