Justice Based Consumer Dispute Mediation in the Digital Economy
Keywords:
Digital Governance, Consumer Dispute, Justice, Consumer Protection, MediationAbstract
The increasing complexity of consumer disputes arising from digital transactions in Indonesia has highlighted the need for dispute resolution mechanisms that ensure justice while providing accessible and effective legal protection. This study aims to analyze the implementation of the principle of justice in consumer dispute mediation at the Consumer Dispute Settlement Agency (Badan Penyelesaian Sengketa Konsumen BPSK) Working Area I Banten and identify the institutional factors influencing mediation effectiveness. The research employed a qualitative design using an empirical juridical approach. Data were collected through semistructured interviews, direct observations of mediation processes, and document analysis, followed by qualitative descriptive analysis supported by source and method triangulation. The findings reveal that mediation generally upholds the principles of equality, good faith, and deliberation, reflecting the effective implementation of procedural justice. However, substantive justice remains constrained by unequal bargaining power, variations in mediator competence, limited consumer legal literacy, and the increasing complexity of digital transactions. The study concludes that strengthening mediator capacity, improving consumer legal awareness, reinforcing institutional governance, and progressively adopting technology supported dispute resolution mechanisms are essential to enhancing fairness, transparency, accountability, and the longterm sustainability of consumer dispute resolution in Indonesia. These findings provide practical guidance for policymakers and consumer dispute resolution institutions in developing more adaptive and digitally responsive mediation systems while contributing to the literature by integrating justice theory with digital governance perspectives to support future legal and institutional reforms.
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