Delivery Business Owner Responsibilities in Damaged Goods Caused by the Employees Based on the Indonesian Consumers’ Protection Law

Hidayatul Rahman, Taufik and Apriani, Desi and Idris, Zulherman and Mayang Seruni, Puti (2023) Delivery Business Owner Responsibilities in Damaged Goods Caused by the Employees Based on the Indonesian Consumers’ Protection Law. In: Proceedings of the International Joint Conference on Arts and Humanities 2022 (IJCAH 2022).

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Abstract

The increase in the amount of users of goods delivery services has brought potential losses to the consumers. Human error such as, damaged goods, lost goods, wrong shipping addresses, etc. may increase, along with the increasing delivery of goods every day. This research aims to find out how the Business Actors is responsible for the damaged goods caused by the carelessness of employees. Consumers’ of goods delivery should be protected by Act no. 8 year 1999 regarding Consumers’ Protection. The researchers focus on the responsibility of the business actors based on the consumers’ protection law. This is a descriptive research, categorized as a normative-empirical research. The data are collected through examination of various documents for literature research and interview to the respondents for the field research. This research shows that the responsibility of the delivery business actor for the goods that are damaged due to employees’ error is to provide replacement or compensation. The fault verification is carried out through the Inverse Verification system; which means the business actors must prove that the fault does not come from their side. Business actors who refuse to respond or fail to fulfill the compensation can be sued through Consumers’ Dispute Settlement Agency or litigation. However, the problem is that consumers sometimes refuse to take dispute, since the process is quite expensive and takes a lot of time – therefore it is not worth the value of the goods.

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