Strengthening Consumer Legal Capability through Mediation-Embedded Education: A Water-Tourism Safety Model from Cianjur, Indonesia

Hesti Dwi Astuti, Aji Mulyana

Abstract


Water-based tourism in Indonesia is expanding, yet visitor safety incidents persist, and many consumers lack the legal capability to claim redress. This study aimed to improve the legal awareness of the parties to a water-tourism consumer dispute, a consumer and an attraction operator, regarding consumers’ safety rights, operators’ obligations, and out-of-court dispute settlement. The study employed a public education method using a live, case-based learning approach embedded in a mediation handled by the Consumer Dispute Settlement Agency (BPSK) of Cianjur Regency. Implemented in February 2026, the program comprised three stages: pre-hearing case mapping, mediation integrated with legal explanation, and post-settlement legal reflection. Learning outcomes were assessed qualitatively through structured participant observation during the hearings, a guided reflection interview after the settlement, and analysis of the parties’ written commitments. The legal analysis drew on the duty of care, anchored in Article 7 of the Consumer Protection Law (UUPK) and Articles 1365–1366 of the Civil Code, as well as the UUPK’s reversed burden of proof. The operator moved from denying responsibility to acknowledging it, committed in writing to a daily safety checklist and an on-site first-aid unit, and the panel recommended the temporary closure of the slide for repair. The consumer demonstrated an understanding of her safety rights, the BPSK procedure, and evidence preservation. The dispute was settled amicably within 14 days, and the agreed compensation was paid. The program offers a replicable model of mediation-embedded legal education, although its reach was limited to the parties, and implementation of the commitments still requires follow-up.


Keywords


Consumer Dispute settlement; Legal Education; Mediation; Water Tourism.

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DOI: https://doi.org/10.33756/jds.v6i2.40715

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