Zakaria, Maulana Mhd (2025) Perlindungan Hukum Bagi Konsumen Terhadap Kerusakan Benda Gadai Pada PT Pegadaian (Persero) Kota Bagansiapiapi. Masters thesis, Universitas Islam Riau.

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Abstract

The pawn-related issue found at PT Pegadaian (Persero) in Bagansiapiapi City revealed that a customer experienced damage to a pawned item a laptop causing the customer to feel disadvantaged when attempting to redeem the laptop at the branch. The problem arose when the pawned laptop was found to have broken hinges and scratches on the body. Upon further investigation, it was discovered that the damage occurred because PT Pegadaian (Persero) Bagansiapiapi had stacked another pawned item on top of the laptop in the storage cabinet, causing the damage. This study aims to analyze the legal protection for customers in cases of damage or loss of collateral items based on Law No. 8 of 1999 Article 19 Paragraph (1) on Consumer Protection and Pegadaian’s internal regulations, as well as to identify the legal challenges faced by customers in the event of a breach of contract (default) by Pegadaian. The research method uses an empirical approach with descriptive-analytic survey techniques. The population consists of PT Pegadaian officers and customers in Bagansiapiapi City, using a purposive sampling technique. Data were collected through interviews and analyzed qualitatively. The research results show that Pegadaian’s legal protection measures can be categorized as preventive, through standard pawn agreements and regulated storage systems, and repressive, through internal claim mechanisms and compensation when losses are proven. The main challenges faced by customers include weak documentation of item condition, dominance of standard contract clauses, difficulty in proving claims, unfavorable claim procedures, and limited access to formal dispute resolution mechanisms.

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