Jakarta (MidLand) – The National Consumer Protection Agency (BPKN) recalls the importance of quality control (quality control) to also be applied by electronic commerce platforms (e-commerce) for each item marketed by the owners of online shops on the market (market) for consumer protection.
This is because the issue of defective or damaged goods continues to be a concern for consumers in the business sector through the electronic system (PMSE) which is submitted via the BPKN complaint platform throughout the period 2020-2024.
“In fact, the problem of damaged/defective goods always worries us, so it is necessary to anticipate this quality control“BPKN Communication and Education Commission 2 Chairman Heru Sutadi said at an event titled “The Urgency of Consumer Empowerment in Digital Economic Ecosystem” in Bendungan Hilir area on Wednesday, in central Jakarta.
According to Heru, traders sometimes don’t think long and hard when sending their goods to consumers.
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Even if consumers don’t like the item, the online store owner can still exchange it for another item. “Sometimes there are still people who think like that,” Heru said.
But this is somewhat at odds with the national strategy for consumer protection in Indonesia, where increasing economic actors’ compliance with consumer protection regulations by monitoring goods or services circulating on the market is a priority strategy.
Goods or services circulating on the market must comply with six product parameters, including labels, standards, sales methods, advertising or promotions, standard clauses and after-sales service. Business operators are also expected to provide easily accessible consumer complaint services.
“The refund issue will still exist in 2024, around 25 complaints out of a total of 59 complaints received by BPKN in 2024. We hope that the quality control (QC) implemented before delivery can reduce the number of complaints,” Heru said .
People who have problems in commercial transactions via electronic systems can submit their problems to mediation and receive support for the restoration of consumer rights by BPKN with a series of complaint channels entitled “153” (15th of the 3rd month is celebrated as World Consumer Rights Day).
These include the BPKN 153 application on Playstore and Appstore, WhatsApp 08153-153-153 and 153 call center.
During 2023, BPKN recorded consumer losses reported through these complaint channels reaching approximately IDR 286 billion. Meanwhile, for 2024 (until April 30, 2024), losses reported by consumers will reach approximately IDR 89 billion.
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Reporter: Abdu Faisal
Editor: Zita Meirina
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