The Flow of Dispute Settlement through BPSK in Indonesia

Under Article 23 of Law No. 8 of 1999 concerning Consumer Protection, every consumer can submit a lawsuit to a business actor through BPSK or a judicial institution. According to article 52, one of the authorities of BPSK is to receive complaints both in writing and unwritten about violations that occur as a form of business to protect consumers. 

Therefore, dispute resolution through BPSK does not require the agreement of both parties; it is enough only with reports made by consumers who feel disadvantaged. For those of you who want to resolve the dispute through BPSK, these are the flow of dispute settlement through BPSK in Indonesia.

1.      Consumers must consider the expected results.

Before making the report, the consumer should first determine the settlement of the case to be achieved. It should be noted, if reporting to BPSK then the results that can be given are compensation. If consumers want to imprison a related producer, then they should report to the police. It is because BPSK does not have the authority to impose criminal sanctions on the accused.

2.      Make a complaint report.

First, consumers who feel disadvantaged must make a complaint report. The report of the request was addressed to the head of the relevant regional BPSK. Making this report is free. Consumers only need to prepare a stamp of Rp.6000,00. Meanwhile, the dispute settlement will take around 21 days. This fast and low-cost settlement makes many disadvantaged consumers choose to resolve the dispute through BPSK.

3.      Fill out the complaint form at the BPSK Secretariat office. After determining the BPSK office that you want to go to, consumers must fill in the form provided by the BPSK secretariat office. The form contains the name, address of the complainant and the manufacturer, as well as some details of the incident. Consumers also have to explain when and where transactions occur, as well as the chronological events. Later this will also be taken into consideration for further investigation.

4.      Attach evidence

Consumers must also attach evidence that will be used as the basis for reporting. Some evidence that must be prepared by consumers is invoices, receipts, bills, agreement letters, and other supporting evidence. If needed, consumers will also be asked to attach a copy of their ID card and family card. These data are the main requirements that consumers must have as reporters. Without evidence, the case certainly cannot be continued.

5.      The settlement is carried out through conciliation, mediation, and arbitration.

As mentioned earlier, BPSK only deals with solving problems between consumers and producers, which are caused by producers' negligence, through direct compensation. Some solutions that will be offered by BPSK are conciliation, mediation, and arbitration.

Those are the flow of dispute settlementthrough BPSK in Indonesia. BPSK always strives for disputes between consumers and producers to be resolved through peace. Both parties are expected to find a middle ground so that cases do not need to be resolved in court. 



In solving the problem, BPSK adheres to the principle of prioritizing deliberation, fast, fair and cheap. Also, the decisions of BPSK are final and binding, or in other words, must be obeyed by both parties concerned.

BP Lawyers can assist you
BP Lawyers can assist you in providing the best solution in drafting and preparing all document required for Consumer dispute settlement through arbitration forum in Indonesian National Arbitration Board.

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