PENYELESAIAN SENGKETA KONSUMEN PADA KASUS PENARIKAN KENDARAAN OLEH LEMBAGA PEMBIAYAAN (Studi Kasus Di BPSK Kota Malang)

The government has developed alternative dispute resolution mechanisms outside the court system in an effort to guarantee consumer rights protection through a fast, simple, and low-cost process. One of the institutions that plays a strategic role in this mechanism is the Consumer Dispute Resolution Agency (BPSK), including the Malang City BPSK, which functions as a forum for mediation and adjudication in resolving disputes between consumers and business actors. This study aims to analyze the consumer dispute resolution mechanism implemented by the Malang City BPSK, particularly in handling disputes over vehicle repossession by financing institutions. The results of the study show that the Malang City BPSK has carried out its functions and authorities in accordance with the provisions of Law Number 8 of 1999 concerning Consumer Protection. However, in practice, dispute resolution still faces various obstacles, including limited human resources, low public understanding of the procedures at the BPSK, the complexity of financial products, and negative perceptions of the independence and professionalism of the BPSK. In addition, the aspects of transparency and legal certainty in BPSK decisions are also considered to be less than optimal. Therefore, institutional strengthening, increased human resource capacity, and continuous socialization are needed to improve the effectiveness of the Malang City BPSK role in providing consumer protection.