CONSUMER PROTECTION

REASONS FOR CONSUMER PROTECTION

 Unsafe or Low Quality Goods
 Overcharging and incorrect weights

 Misleading Advertisements

 Slick sales method

CONSUMER LAWS
 Sale of Goods and Supply of Services Act 1980
 Consumer Protection Act 2007

 UU Perlindungan Konsumen No. 8 Tahun 1999

PROTECTING THE CONSUMER
Consumers have basic legal rights and can
complain/sue if a product is:
 Giving a misleading description

 Of an unsatisfactory quality

 Not fit for its intended purpose

WHAT IS A COMPLAINT?

“Complaint” means any allegation in

writing made my a compliant that :
I. An unfair trade practice or a restrictive
trade practice has been adopted by any
trader or service provider;
II. The goods bought by him or agreed to be
bought by him suffer from one or more
defects ;
III. The services hired or availed of or agreed
to be hired or availed off by him suffer
from deficiency in any respect;

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WHAT IS A COMPLAINT?

IV. A trader or service provider as the case may be

has charged for the goods or for the services
mentioned in the complaint, a price in excess of
the price
a) fixed by or under any law for the time being in
force;
b) displayed on the goods or any package
containing such goods;
c) displayed on the price list exhibited by him by or
under any law for the time being in force;
d) agreed between the parties .

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WHAT IS A COMPLAINT?

V. Goods which will be hazardous to life and

safety when used are being offered for sale
to the public –
a) In contravention of any standards relating to
safety of such goods as required to be
compiled with, by or under any law for the
time being in force;
b) If the trader could have known with due
diligence that the goods so offered are unsafe
to the public;

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WHAT IS A COMPLAINT?

VI. Service which are hazardous or likely t be

hazardous to the life and safety of the
public when used, are being offered by the
service provider which such person could
have known with due diligence to be
injurious to life and safety.

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WHO IS A CONSUMER ?

 Any person who buys goods or avails services for

consideration
 Consideration may be fully paid, partially paid or
fully promised to be paid or partially promised to
be paid
 Any body who uses the goods or services with the
consent of the consumer

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WHO IS A CONSUMER ?

 Legal heir of consumer in case death of

consumer
 Does not include any person who buys goods
for resale or commercial purpose and
services for commercial purpose
 However any person who buys goods for
commercial use but exclusively for his
livelihood by means of self employment is a
consumer.
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WHAT IS A DEFECT ?

 Fault In the
 Imperfection  Quality

 Shortcoming  Quantity

 Potency

 Purity Or
 Standards

Which is required to be maintained by or under

any law for the time being in force 11
WHAT IS A DEFICIENCY ?

 Fault In the
 Imperfection  Quality

 Shortcoming Or  Standard and

 Inadequacy  Manner of performance

Which is required to be maintained by or under

any law for the time being in force
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WHAT IS A SERVICE?
“Service” means service of any description, which is
made available to potential users and includes, but not
limited to the provisions of the facilities in connection
with
1) banking 2) financing 3) insurance 4) transport
5) processing 6) supply of electrical or other energy
7) boarding or lodging or both 8) house construction
9) entertainment 10) amusement or
11) the purveying or new or other information

But does not include the rendering of any service free of

charge or under a contract of personal service 13
DEFINISI MENURUT PASAL 1
UU PERLINDUNGAN KONSUMEN NO. 8
TAHUN 1999
 Perlindungan Konsumen didefinisikan sebagai
segala upaya yang menjamin adanya kepastian
hukum untuk memberi perlindungan kepada
konsumen
TUJUAN
a. Meningkatkan kesadaran, kemampuan dan kemandirian
konsumen untuk melindungi diri
b. Mengangkat harkat dan martabat konsumen dengan cara
menghindarkannya dari pengaruh negatif pemakaian barang
dan/atau jasa
c. Meningkatkan pemberdayaan konsumen dalam memilih,
menentukan, dan menuntut hak-haknya sebagai konsumen
d. Menciptakan sistem perlindungan konsumen yang
mengandung unsur kepastian hukum dan keterbukaan
informasi serta akses untuk mendapatkan informasi
e. Menumbuhkan kesadaran pelaku usaha mengenai pentingnya
perlingan konsumen sehingga tumbuh sikap yang jujur dan
bertanggung jawab dalam usaha
f. Meningkatkan kualitas barang dan/atau jasa yang menjamin
kelangsungan usaha produksi barang dan/atau jasa, kesehatan,
kenyamanan, keamanan dan keselamatan konsumen.
AZAS PERLINDUNGAN KONSUMEN
 Asas Manfaat; mengamanatkan bahwa segala upaya
dalam penyelenggaraan perlindungan Konsumen harus
memberikan manfaat sebesar-besarnya bagi kepentingan
Konsumen dan pelaku usaha secara keseluruhan,
 Asas Keadilan; partisipasi seluruh rakyat dapat
diwujudkan secara maksimal dan memberikan
kesempatan kepada Konsumen dan pelaku usaha untuk
memperoleh haknya dan melaksanakan kewajibannya
secara adil,
 Asas Keseimbangan; memberikan keseimbangan antara
kepentingan Konsumen, pelaku usaha, dan pemerintah
dalam arti materiil ataupun spiritual,
 Asas Keamanan dan Keselamatan Konsumen; memberikan
jaminan atas keamanan dan keselamatan kepada
Konsumen dalarn penggunaan, pemakaian dan
pemanfaatan barang dan/atau jasa yang dikonsumsi atau
digunakan;
 Asas Kepastian Hukum; baik pelaku usaha maupun
Konsumen mentaati hukum dan memperoleh keadilan
dalam penyelenggaraan perlindungan Konsumen, serta
 RELIEF TO THE COMPLAINANT ?
IF THE COMPLAINT IS PROVED THE FORUM SHALL
ORDER
a) to remove defect pointed out by the appropriate laboratory from
the goods in question;
b) to replace the goods with new goods of similar description which
shall be free from any defect;
c) to return to the complainant the price, or , as the case may be, the
charges paid by the complainant;
d) to pay such amount as may be awarded by it as compensation to
the consumer for any loss or injury suffered by the consumer due
to negligence of the opposite party;
e) To remove the defect in goods or deficiency in the services in
question.
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 RELIEF TO THE COMPLAINANT ?
f) to discontinue the unfair trade practice or the restrictive trade
practice or not to repeat them;
g) not to offer hazardous goods for sale;
h) to withdraw the hazardous goods from being offered for sale;
ha) to cease manufacture of hazardous goods and to desist from offering
services which are hazardous in nature;
hb) to pay such sum as may be determined by it, if it is of the opinion
that loss or injury has been suffered by a large number of
consumers who are not identifiable conveniently.
hc) to issue corrective advertisements to neutralize the effect of
misleading advertisement at the cost of the opposite party
responsible for issuing such misleading advertisement;
i) To provide for adequate cost to parties.
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 To appreciate the purpose of consumer
protection laws & apply them to business
WHEN CONSUMERS BUY PRODUCTS
THEY EXPECT:
 To appreciate the purpose of consumer
protection laws & apply them to business
Businesses must operate within the law.
Key Laws include:
CONSUMER PROTECTION
 To appreciate the purpose of consumer
protection laws & apply them to business
(DISTANCE SELLING REGULATIONS) 2000
CONSUMER PROTECTION
REGULATION OF COSMETICS
 The FDA has issued regulations that require
cosmetics:

rights reserved.
Copyright © 2004 by Prentice-Hall. All
 To be labeled
 To disclose ingredients
 To contain warnings if they are carcinogenic or
otherwise dangerous to a person’s health
REGULATION OF COSMETICS (CONTINUED)
 The manufacture, distribution, or sale of
adulterated or misbranded cosmetics is
prohibited.

rights reserved.
Copyright © 2004 by Prentice-Hall. All
 The FDA may remove from commerce cosmetics
that contain unsubstantiated claims.
 e.g., preserving youth
 e.g., growing hair
FOOD LABELS
 Clear, legible
and understood
 Show name of
food
 Show actual
selling price
 Show use by,
sell by and best
before date.
BAR CODES
 Series of lines
on goods that
allow
computers to
identify
products
 Scanned at
check outs
 Less mistakes
 Records stock
SYMBOLS
 Symbols of
quality
 It tells the
buyer that the
good is of good
quality