THE LIABILITY OF FREIGHT FORWARDING SERVICE PROVIDERS AND CONSUMER PROTECTION CONCERNING THE LOSS OF GOODS IN SHIPMENT

This study aims to analyze the liability of expedition service providers and consumer protection related to the loss of goods, focusing on Decision Number 62/Pdt.Sus-BPSK/2023/PN.Mkd. The expedition business has significant growth potential, driven by increasing logistics demands, which encourages courier companies to offer various delivery services. However, these services are not always satisfactory, as issues of lost goods frequently occur. Such incidents can be categorized as breaches of contract since expedition companies failed to fulfill their obligations to consumers, raising questions about the liability of business actors and consumer protection against the loss of goods during shipment. This research employs a normative juridical method with a statutory approach. The findings indicate that business actors are obliged to compensate for the value of the lost goods in accordance with the provisions of the Consumer Protection Law. In the case of J&T Cargo, the compensation offered was significantly below the value of the lost goods, resulting in consumer dissatisfaction and prompting objections to be filed in court. This study recommends stricter enforcement of the law to protect consumers and ensure that business actors fulfill their obligations under applicable legal provisions. It also highlights the importance of resolving disputes through legal channels to provide certainty for consumers and improve service quality in the goods delivery industry.