ENHANCING MEMBER CAPACITY TO STRENGTHEN THE FUNCTIONAL ROLE OF THE CONSUMER DISPUTE RESOLUTION BOARD (BPSK)

The Consumer Dispute Settlement Agency (BPSK) plays a strategic role in protecting consumer rights and resolving disputes between consumers and business actors outside the court system in Indonesia. This study aims to examine the dispute resolution mechanisms employed by BPSK and the relevance of enhancing member capacity to strengthen its functional role. Using a normative legal approach, this study analyzes the legal framework governing consumer protection and the implementation of BPSK’s duties and authorities, particularly under Law Number 8 of 1999 concerning Consumer Protection and Minister of Industry and Trade Decree Number 350/MPP/Kep/12/2001. The discussion identifies three principal dispute resolution mechanisms: conciliation, mediation, and arbitration, each with distinct procedures and levels of involvement by BPSK members. However, differences in members’ professional backgrounds, legal interpretations, and levels of competence may hinder the effective resolution of consumer disputes. Therefore, capacity building through specialized education, training, and inter-member discussions is essential to improve members’ legal knowledge, analytical skills, and dispute resolution competencies. Strengthening these capacities is expected to enhance BPSK’s effectiveness in providing accessible, efficient, and equitable consumer dispute resolution, thereby supporting the realization of consumer protection objectives in Indonesia.