This study examines the legal protection of ShopeeFood driver-partners who suffer losses due to customer complaints arising from restaurant negligence. In practice, drivers are often subjected to sanctions such as rating reductions, incentive deductions, and even partnership termination, despite the absence of fault on their part. This research aims to analyze the form of legal protection provided by the platform and to identify the legal remedies available for drivers to defend their rights. The study employs an empirical juridical method with a socio-legal approach, utilizing field surveys and literature review. The findings indicate that the existing legal protection remains largely formalistic and ineffective in practice, particularly due to inadequate complaint-handling and appeal mechanisms that fail to ensure fairness for drivers. This situation reflects an imbalance of power among the platform, restaurants, and driver-partners within the partnership framework. Therefore, it is necessary to strengthen partnership agreement clauses, enhance transparency in evaluation systems, and improve oversight of restaurant responsibilities to ensure more equitable and proportional legal protection.

Keywords: Legal Protection; Driver-Partners; Customer Complaints; Fairness; Digital Platforms

Buku

Ali, Zainuddin. Metode Penelitian Hukum. Jakarta: Sinar Grafika, 2021.

Irwansyah, dan Ahsan Yunus. Penelitian Hukum: Pilihan Metode & Praktik Penulisan Artikel. Yogyakarta: Mirra Buana Media, 2022.

Muhaimin. Metode Penelitian Hukum. Mataram: Mataram University Press, 2020.

Muhammad, Abdulkadir. Hukum dan Penelitian Hukum. Bandung: Citra Aditya Bakti, 2004.

Purwati, Ani. Metode Penelitian Hukum Teori dan Praktek. Surabaya: Jakad Media Publishing, 2020.

Peraturan Perundangan

Kitab Undang-Undang Hukum Perdata (KUHPerdata) (Lembaran Negara RI Tahun 1974 Nomor 1)

Undang-Undang Nomor 8 Tahun 1999 Tentang Perlindungan konsumen (Lembaran Negara Republik Indonesia Tahun 1999 Nomor 22, Tambahan Lembaran Negara Republik Indonesia Nomor 3821)

Ketentuan Layanan Mitra Pengemudi Shopee dan SPX Non-Standard

Jurnal

Dian, H., Rachmad B. A., dan Nur W. H. “Legal Relationship Between Platform Service Providers and Online Transportation Driver in Indonesia.” IJIERM: International Journal of Islamic Education, Research, and Multiculturalism 5, no. 3 (2023): 751–771. https://doi.org/10.47006/ijierm.v5i3.276

Fista, Yanci Libria, Aris Machmud, dan Suartini Suartini. “Perlindungan Hukum Konsumen dalam Transaksi E-Commerce Ditinjau dari Perspektif Undang-Undang Perlindungan Konsumen.” Binamulia Hukum 12, no. 1 (2023): 177–189. https://doi.org/10.37893/jbh.v12i1.599

Hutagalung, K., Hasnati, dan Afrita. “Perlindungan Hukum Konsumen terhadap Perjanjian Baku yang Merugikan Konsumen.” Mizan: Jurnal Ilmu Hukum 10, no. 2 (2021): 207–231. https://doi.org/10.32503/mizan.v10i2.1850

Matara, O. J., dan B. Djaja. “Analisis Yuridis Perlindungan Hukum terhadap Mitra dalam Perjanjian Kerja Sama antara Perusahaan Penyedia Aplikasi Marketplace (Shopee) dengan Mitra (Kurir).” UNES Law Review 5, no. 4 (2023): 3658–3670. https://doi.org/10.31933/unesrev.v5i4.684

Tampubolon, Wahyu. “Perlindungan Konsumen terhadap Peredaran Makanan Kadaluwarsa di Labuhanbatu (Ditinjau dari Undang-Undang Nomor 8 Tahun 1999 tentang Perlindungan Konsumen).” Jurnal Ilmiah Advokasi 8, no. 1 (2020): 29–35. https://doi.org/10.36987/jiad.v8i1.1649

Website

Shopee. “[Customer Service] Bagaimana Cara Menghubungi Customer Service Shopee?” Diakses 24 Juli 2025. https://help.shopee.co.id/portal/4/article/72945-%5BCustomer-Service%5D-Bagaimana-cara-menghubungi-Customer-Service-Shopee