PERTANGGUNGJAWABAN PERDATA ATAS KERUGIAN BARANG DALAM PENGIRIMAN JALUR NUGRAHA EKAKURIR (JNE) TERHADAP KONSUMEN

Abstract

This study aims to analyze the form of civil liability of PT Jalur Nugraha Ekakurir (JNE) Tenggarong Branch regarding consumer losses and to assess the effectiveness of the legal protection afforded to consumers. The research employs a socio-legal research method with a doctrinal approach, utilizing a literature review of the Indonesian Civil Code (KUHPerdata), the Indonesian Commercial Code (KUHD), and Law No. 8 of 1999 concerning Consumer Protection, alongside primary data obtained through interviews and observations at the JNE Tenggarong Branch. The findings indicate that the legal relationship between JNE and the consumer arises from a contract of carriage, evidenced by the shipping receipt. Consumer losses—specifically the loss, delay, or damage of goods—are classified as a breach of contract (*wanprestasi*). The compensation mechanism, which limits liability to a maximum of ten times the shipping fee for uninsured goods, is deemed insufficient to provide balanced and proportional redress for consumers.