Civil Liability of PDAM for Negligence in Clean Water Services
Consumer Compensation and Negotiated Dispute Resolution
DOI:
https://doi.org/10.24252/al-risalah.v26i2.68075Keywords:
Service Negligence, PDAM, Consumer Protection, Compensation, Civil LiabilityAbstract
Clean water is an essential public service that directly affects public health, sanitation, and quality of life. Despite its importance, complaints regarding poor water quality and unstable distribution continue to occur in several regions, including Medan Tembung District, Medan City. Previous studies have generally focused on the normative aspects of consumer protection and public service obligations, while empirical research examining the causes of service negligence and negotiation-based dispute resolution remains limited. This study aims to analyze the factors contributing to negligence in clean water services provided by PDAM Kota Medan and to examine the forms of compensation provided to consumers through negotiation. This research employs an empirical legal method using statutory and case study approaches. Data were collected through interviews, observations, and documentation involving consumers, local officials, and PDAM representatives. The analysis is based on consumer protection theory, public service theory, and civil liability theory. The findings indicate that negligence in clean water services is caused by aging infrastructure, inadequate maintenance, limited operational funding, insufficient human resources, and increasing pressure on distribution systems due to urban development. These conditions result in poor water quality and unstable water supply, causing losses to consumers. The study further reveals that disputes are predominantly resolved through negotiation, with compensation provided in the form of billing adjustments, temporary clean water assistance, infrastructure repairs, and service improvements. This study contributes to consumer protection and public service law by providing empirical evidence on negotiation-based dispute resolution in public utility services and highlighting the need for stronger accountability mechanisms in clean water management.
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