PERLINDUNGAN HUKUM ATAS KERUSAKAN BARANG KONSUMEN PADA PT TIKI JALUR NUGRAHA EKAKURIR (JNE) EXPRESS TUAPEJAT MENTAWAI

The implementation of goods delivery services should ensure the safety and integrity of consumers’ goods and provide compensation in the event of damage in accordance with the Civil Code, the Commercial Code, and Law Number 8 of 1999 concerning Consumer Protection. However, in practice, there are still cases of damaged shipments at PT Tiki Jalur Nugraha Ekakurir (JNE) Express Tuapejat Mentawai due to courier negligence, overloading, limited transportation facilities and infrastructure, and the geographical conditions of the archipelagic region. The research problems in this study are: (1) What factors cause damage to goods, (2) What obstacles are faced by the company in the delivery process, and (3) How is the company’s liability implemented toward consumers. The research method used is a sociological juridical approach with an empirical method through interviews with JNE Express Tuapejat Mentawai staff and document studies. The results show that damage to goods is influenced by several factors, including courier negligence in handling goods, overloading of operational vehicles, and the geographical conditions of the archipelagic area. The obstacles faced include limited transportation facilities and infrastructure, unpredictable weather, and limited human resources. The company’s liability is carried out through verification and internal investigation mechanisms, followed by compensation to consumers in accordance with company procedures. Although liability has been implemented in accordance with applicable provisions, improvements in supervision and operational systems are still necessary to minimize future damage.