WR, Rayhan Muyassar (2026) Perlindungan Konsumen Atas Kelalaian Usaha Laundry Riskuna Di Jl. Karya 1 Kelurahan Simpang Tiga Kecamatan Bukit Raya Kota Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This study examines consumer protection concerning negligence by Laundry Riskuna business at Jl. Karya 1, Simpang Tiga Sub-District, Bukit Raya District, Pekanbaru City with research questions: (1) how is legal protection provided to consumers affected by laundry business negligence, and (2) what legal remedies are available to consumers. The research employs an empirical legal method with a juridical-sociological approach through in-depth interviews with consumers who suffered losses from damaged and lost clothing as well as laundry business owners. The theoretical framework is built upon Law No. 8 of 1999 on Consumer Protection regulating consumer and business operator rights and obligations. Consumer protection is implemented based on five principles: benefit, justice, balance, consumer safety and security, and legal certainty. Business liability encompasses contractual liability, product liability, and tort liability. Article 19 stipulates business operators must provide compensation within seven days with administrative sanctions up to IDR 200 million and criminal sanctions of maximum five years imprisonment or IDR 2 billion fine. Findings reveal consumer protection has not been effectively implemented. Business operators apply standard clauses limiting compensation to maximum ten times washing cost violating Article 18 and implement consumer blacklisting practices through WhatsApp groups violating consumers' right to fair treatment and personal data protection principles. Barriers include internal factors: low consumer legal awareness (80% unaware of rights), fear of blacklist consequences (chilling effect), and economic considerations (rational apathy); and external factors: unfair standard clauses, weak Department of Industry and Trade supervision, limited BPSK capacity, inadequate inter-agency coordination, and conflict-avoiding culture. Legal remedies are available through BPSK (mediation, conciliation, arbitration) and courts (civil lawsuits based on breach of contract or tort and criminal reports), but effectiveness remains low due to insufficient socialization. Research recommends: enhanced Regional Government supervision, establishment of Mayor Regulations on laundry operational standards and blacklisting prohibition, BPSK strengthening, online complaint service development, consumer rights socialization, elimination of unfair standard clauses, and service quality improvement to create balanced protection between consumers and businesses.

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