Kajian Yuridis atas Efektivitas Implementasi Mediasi Elektronik Berdasarkan PERMA No. 3 Tahun 2022

Shaina Subha Adrini

Abstract


The rapid expansion of e-commerce in Indonesia has intensified the need for a dispute resolution mechanism that is adaptive, efficient, and capable of safeguarding consumer rights within a highly dynamic digital marketplace. While disputes frequently stem from seemingly minor issues, such as; product mismatch, delayed delivery, or service failures. This cumulative impact significantly influences consumer trust in digital transactions. In response, Supreme Court Regulation (PERMA) No. 3 of 2022 introduces electronic mediation as a modern pathway to enhance access to justice. Using a normative legal research method, this study examines the regulatory framework of electronic mediation and its relevance to e-commerce disputes. The findings reveal that although PERMA provides a progressive structure grounded in voluntariness, accessibility, and technological integration, its practical implementation remains constrained by layered administrative requirements, uneven technological infrastructure, limited digital literacy, and the absence of institutional integration between the courts and internal dispute resolution systems offered by e-commerce platforms. These gaps create a misalignment between legal norms and the realities of dispute resolution already functioning within the digital industry. Drawing on comparative insights from Canada’s Civil Resolution Tribunal, this study highlights that effective electronic mediation requires a human-centered, simplified, and integrated justice system.


Keywords


Effectiveness, Implementation, Electronic Mediation

Full Text:

PDF

References


Achmad Romsan. (2016). Alternatif dispute resolution (ADR): teknik penyelesaian sengketa di luar pengadilan: negosiasi dan mediasi. Malang: Setara Press.

Afrina, C., Zulaikha, S. R., & Jumila, J. (2024). The low level of digital literacy in Indonesia: An analysis of online media content. Record and Library Journal, 10(2), 374–387. https://doi.org/10.20473/rlj.V10-I2.2024.374-387

Alfie Faj’ri, F., Amsal Sahban, M., Saragih, H., & Cyntia Kojongian, P. J. (2024). Digital economy and business transformation in Indonesia: An exploration of opportunities and challenges. Nomico, 1(6), 108–117. https://doi.org/10.62872/xer5f812

Alversia, Y., & Wijayanti, R. (2019). Customer complaint response strategy in service failure: Study of online shopper in Indonesia. AFEBI Management and

Business Review, 4(1), 13–. https://doi.org/10.47312/ambr.v4i01.225

Amalia, A. N., & Ramdan, M. (2024). Online dispute resolution (ODR):

Pillar of a modern and inclusive judicial system in Indonesia. International Journal of Multidisciplinary Research and Analysis, 7(11). https://doi.org/10.47191/ijmra/v7-i11-46

Anjani, M. R., & Santoso, B. (2018). Urgensi rekonstruksi hukum e-commerce di Indonesia. Law Reform: Jurnal Pembaharuan Hukum, 14(1), 89–103. https://doi.org/10.14710/lr.v14i1.20239

Assadath, F. D., & Setiawati, D. (2025). Implementasi teknologi dalam penyelesaian sengketa: Penggunaan platform online dispute resolution di Indonesia. Borobudur Law and Society Journal, 4(1), 49–61. https://doi.org/10.31603/12766

Australia: Putting consumers first improving dispute resolution. (2017, September 15). MENA Report.

https://virtual.anu.edu.au/login/?url=https://www.proquest.com/wire-feeds/australia -putting-consumers-first-improving/docview/1939377353/se-2?accountid=8330

Bambang Sutiyoso. (2008). Penyelesaian sengketa bisnis melalui online dispute resolution dan pemberlakuannya di Indonesia. Mimbar Hukum, 20(2), 229–250.

Charnade, R. S. V. (2022). Urgent call for public data protection: Lessons from data leakage at the Indonesian Child Protection Commission. Constitutionale, 3(1), 65–74. https://doi.org/10.25041/constitutionale.v3i1.2571

Cita Yustisia Serfiyani, Hariyani, I., & Purnomo, R. S. D. (2013). Buku pintar bisnis online dan transaksi elektronik: plus tips bijak mendirikan bisnis online, mengembangkan bisnis online, belanja online, transaksi online, dan menghindari penipuan online. Jakarta: Gramedia Pustaka Utama.

Cortés, P. (2018). The law of consumer redress in an evolving digital market: Upgrading from alternative to online dispute resolution. Cambridge University Press.

Dianta, D. (2023). Urgensi penegakan hukum e-commerce di Indonesia:

Sebuah tinjauan yuridis. Arus Jurnal Sosial dan Humaniora, 3(1), 1–14. https://doi.org/10.57250/ajsh.v3i1.173

Djaja, B., & Soewito, R. I. (2024). The mechanism of accomplishment of consumer complaints in review and the implementation of civil law in Indonesia. International Journal of Multidisciplinary Research and Literature, 3(4), 378–387. https://doi.org/10.53067/ijomral.v3i4.234

Dwi Handayani, A. R., & Septiandani, D. (2023). Kajian yuridis penyelesaian sengketa melalui mediasi elektronik di era new normal. DiH, 2(19), 101–121. https://doi.org/10.30996/dih.v19i1.8625

Ermansjah Djaja. (2010). Penyelesaian sengketa hukum teknologi informasi dan transaksi elektronik: Kajian yuridis penyelesaian secara non litigasi melalui arbitrase dan alternatif penyelesaian sengketa. Yogyakarta: Pustaka Timur.

Felix, A., & Rembulan, G. D. (2023). Analysis of key factors for improved customer experience, engagement, and loyalty in the e-commerce industry in Indonesia. APTISI Transactions on Technopreneurship, 5(2sp), 196–208. https://doi.org/10.34306/att.v5i2sp.350

Gusti, G. P., & da, H. (2023). The important role of e-commerce in forming community financial literacy. Business, Organizations & Society, 1(1), 26–29. https://doi.org/10.26480/bosoc.01.2023.26.29

Hapsari, D. R. I., Ilmiawan, A. A. S., & Samira, E. (2022). Non-litigation as an environmental dispute resolution mechanism in Indonesia. Indonesia Law Reform Journal, 2(1), 55–66. https://doi.org/10.22219/ilrej.v2i1.20756

Hernawan, & Wijaya, I. D. (2024). An analysis of the challenges and opportunities for governance in Indonesia during the digital transformation of public organisations. Proceeding of Research and Civil Society Desemination, 2(1), 236–243. https://doi.org/10.37476/presed.v2i1.45

Joni Emirzon. (2001). Alternatif penyelesaian sengketa di luar pengadilan:

Negosiasi, mediasi, konsiliasi, dan arbitrase. Gramedia Pustaka Utama.

Kerti, N. G. N. R. M. (2023). The existence and challenges of consumer dispute settlement agency in Indonesia in globalization era. Indonesian Journal of Multidisciplinary Science, 3(3), 233–238. https://doi.org/10.55324/ijoms.v3i3.739

Khuan, H., Fitrian, A., Judijanto, L., & Polontoh, H. M. (2025). The dispute resolution revolution: A civil law analysis of online dispute resolution (ODR) mechanisms. Ipso Jure, 1(12), 32–45. https://doi.org/10.62872/rfr3fg70

Kossay, M., Idris, M. F., Pratiwi, P., & Suwardi. (2025). Efektivitas mediasi dalam penyelesaian sengketa perdata di era digital: Pendekatan empiris terhadap sistem peradilan Indonesia. Perkara: Jurnal Ilmu Hukum dan Politik, 2(4), 541–552. https://doi.org/10.51903/perkara.v2i4.2226

Maulana, I., & Fizzanty, T. (2024). The digitalization of Indonesian small and medium enterprises: Human capital, inclusivity and platform capitalism (1st ed.). Springer Nature Singapore. https://doi.org/10.1007/978-981-97-0029-5

Peraturan Mahkamah Agung Republik Indonesia Nomor 3 Tahun 2022 tentang Mediasi di Pengadilan. (2022). Diakses 20 Juni 2025, dari https://jdih.mahkamahagung.go.id/legal-product/perma-nomor-3-tahun-2022/detail

Peraturan Mahkamah Agung Republik Indonesia Nomor 3 Tahun 2022 tentang Mediasi di Pengadilan, BAB I Ketentuan Umum, Pasal 1 angka 7, 8, dan 9.

Peraturan Mahkamah Agung Republik Indonesia Nomor 3 Tahun 2022 tentang Mediasi di Pengadilan, BAB II Prinsip Penyelenggaraan Mediasi Elektronik, Pasal 2.

Peraturan Mahkamah Agung Republik Indonesia Nomor 3 Tahun 2022 tentang Mediasi di Pengadilan, BAB III Pelaksanaan Mediasi Elektronik, Pasal 6.

Ramadhani, N., Afriana, A., & Yuanitasari, D. (2025). Online dispute resolution as a mechanism for resolving consumer disputes in the marketplace in seeking justice. Eduvest: Journal of Universal Studies, 5(5), 4984–4999. https://doi.org/10.59188/eduvest.v5i5.51166

Rainey, D., Katsh, M. E., & Abdel Wahab, M. S. (Eds.). (2021). Online dispute resolution: Theory and practice: A treatise on technology and dispute resolution (2nd ed.). Eleven International Publishing.

Rifai, A. (2022). The settlement of electronic commerce transactions through online dispute resolution mediation (ODR) in Indonesia. Activa Yuris: Jurnal Hukum, 2(1). https://doi.org/10.25273/ay.v2i1.10983

Rizkiana, R. E. (2021). The future of online dispute resolution: Building a framework for e-commerce dispute resolution in Indonesia. The Lawpreneurship Journal, 1(2), 114–138. https://doi.org/10.21632/tlj.1.2.114-138

Rohaini, R., Anjani, E., Rusmawati, D. E., & Wardhani, Y. K. (2025). Reforming online dispute resolution (ODR) regulations in growing e-commerce for legal certainty and protection. Cepalo, 9(1), 69–80. https://doi.org/10.25041/cepalo.v9no1.3335

Rosalina, M. (2023). Pelaksanaan mediasi dalam PERMA Nomor 1 Tahun 2016 dan PERMA Nomor 3 Tahun 2022 (Suatu perbandingan). Jurnal Hukum Kaidah: Media Komunikasi dan Informasi Hukum dan Masyarakat, 22(3), 384–389. https://doi.org/10.30743/jhk.v22i3.6979

Rosianna Evanesa Sihombing, & Made Gede Subha Karma Resen. (2024). Perlindungan konsumen dalam e-commerce di Indonesia (Hambatan penerapan regulasi antara penerapan dan pengawasan). Aliansi: Jurnal Hukum, Pendidikan dan Sosial Humaniora, 1(6), 58–70. https://doi.org/10.62383/aliansi.v1i6.539

Salter, S. (2017). Online dispute resolution and justice system integration: British Columbia’s Civil Resolution Tribunal. The Windsor Yearbook of Access to Justice, 34(1), 112–129. https://www.erudit.org/en/journals/wyaj/2017-v34-n1-wyaj03386/1043018ar.pdf

Subagyono, B. S. A., Romadhona, M. K., Chumaida, Z. V., Suheryadi, B., & Elkhasha, N. S. (2024). Can Indonesia’s laws keep up? Protecting consumer rights in digital transactions. Journal of Law & Legal Reform, 5(3), 869–890. https://doi.org/10.15294/jllr.v5i3.4202

Subagyono, B. S. A., Satory, A., Suheryadi, B., Melissa, Y. H. N., & Indiaty, K. A. L. (2025). In the context of consumer protection law, e-commerce and its settlement: Lesson from Indonesia, Malaysia, and European Union. Journal of

Posthumanism, 5(1), 379–397. https://doi.org/10.63332/joph.v5i1.567

Sykes, K., Dickson, R., Ewart, S., Foulkes, C., & Landry, M. (2022). Civil revolution: User experiences with British Columbia’s online court. The Windsor Yearbook of Access to Justice, 37(1), 161–188. https://doi.org/10.22329/wyaj.v37i1.7192

Tempo. (2023, July 13). Cara mudah ajukan komplain ke Shopee bagi pelanggan. Tempo.co. Diakses 25 Juni 2025, dari https://www.tempo.co/digital/cara-mudah-ajukan-komplain-ke-shopee-bagi-pelang gan--167321

Yuniarti, S. (2019). Online dispute resolution as future dispute settlement in Indonesia. In Proceedings of the 1st Workshop Multimedia Education, Learning, Assessment and Its Implementation in Game and Gamification (WOMELA-GG). https://doi.org/10.4108/eai.26-1-2019.2283268




DOI: https://doi.org/10.5281/zenodo.17790376

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

 

Media Hukum Indonesia (MHI)

E-ISSN :3032-6591

Organized by Penerbit Yayasan Daarul Huda Kruengmane,