National Customer Day 2026: Pertagas Strengthens Services and Energy Infrastructure Reliability
REPUBLIKA.CO.ID, JAKARTA – In commemoration of National Customer Day 2026, PT Pertamina Gas (Pertagas), part of Pertamina’s Gas Subholding, has reaffirmed its commitment to continually strengthening service quality and energy infrastructure reliability amid increasingly dynamic customer needs.
This commitment is reflected in Pertagas’s 2026 Customer Satisfaction Index (CSI) of 4.46, an increase of 2.53 per cent compared to the previous year. This achievement places Pertagas’s customer satisfaction level in the ‘Very Satisfied’ category.
The improvement in customer satisfaction serves as an important indicator for Pertagas in evaluating and enhancing service quality. For the company, customers are not merely service recipients, but strategic partners in supporting business sustainability while strengthening national energy resilience.
Pertagas Commercial Director, Ryrien Marisa, said the rise in the CSI provides impetus for the company to keep delivering an ever-better service experience for its customers.
“Customers are Pertagas’s strategic partners. The trust they place in us motivates us to keep improving, delivering services that are better, more responsive and more solution-oriented in line with customer needs. The increase in the CSI is one form of proof and encouragement for us that efforts to provide a better service experience continue to yield positive results,” she said.
Pertagas serves energy needs across various strategic sectors. Electricity and fertiliser are its largest customer segments, followed by the petrochemical, oleochemical, steel, ceramic and glass sectors, as well as city gas networks. Through its subsidiaries, Pertagas also reaches customers in the hospitality, hospital, office and residential sectors across Sumatra, Java and Bali.
The energy distributed by Pertagas also supports a range of vital activities, from keeping power plants and industries operational to supporting healthcare services and business activities, as well as meeting the public’s energy needs.
Beyond maintaining supply reliability, Pertagas continues to run various programmes to build closer relationships with customers. These include Customer Appreciation Day as a form of recognition for customers, Key Account Management to deepen engagement and build loyalty, and the Customer Satisfaction Survey conducted periodically as a basis for service evaluation and improvement.
“We want to ensure that the customer’s voice genuinely becomes part of the company’s improvement process. That is why we continue to open avenues for dialogue, listen to customer needs and feedback, and translate them into solutions and tangible service improvements,” Ryrien added.
Pertagas also responds to customer trust by safeguarding safety, delivery continuity and infrastructure reliability. Pertagas Technical and Operations Director, Agung Indri Pramantyo, affirmed that reliable operational and infrastructure performance is a tangible form of the company’s commitment to providing the best service to customers.
“For us, infrastructure reliability is one of the most tangible forms of service. Behind every unit of energy that reaches customers, there is a commitment to safeguarding safety, asset integrity and delivery continuity so that energy needs can be met safely and sustainably,” Agung said.
Pertagas currently operates a network of 2,991 kilometres of natural gas pipelines and 605 kilometres of crude oil pipelines. This infrastructure plays an important role in supporting smooth energy distribution and maintaining inter-regional delivery connectivity.
Up to the first semester of 2026, Pertagas has continued to provide natural gas and crude oil transportation services to support customer needs and smooth energy distribution. Over the same period, natural gas deliveries were recorded at 1,606 MMSCFD, while crude oil deliveries reached 151,881 BOPD.
Other business lines have also posted positive performance. Through its Subsidiaries and Joint Venture Companies (AP/JV), LPG production up to the first semester of 2026 reached 479.78 tonnes per day, or 6.5 per cent above the 2026 RKAP target. Meanwhile, regasification realisation reached 163.27 BBTUD, or 13 per cent above the 2026 RKAP target.
These achievements reflect Pertagas’s efforts to maintain operational reliability while optimally meeting customers’ energy needs. Strengthening infrastructure integrity and optimising operations continue to be carried out to ensure that energy services run safely, reliably and sustainably.
Pertagas also continues to strengthen its role in providing integrated energy infrastructure. In 2026, network development and optimisation form part of the company’s efforts to enhance national energy system connectivity and ensure customer needs can be served more effectively.
At the same time, strengthening natural gas infrastructure supports the transition towards cleaner energy use. This step forms part of Pertagas’s contribution to providing energy capable of supporting economic growth whilst answering the need for an increasingly sustainable energy system.
“Appreciation for customers must not stop at the commemoration of National Customer Day alone. Appreciation must be realised through concrete actions every day, starting from maintaining infrastructure reliability and safety, ensuring delivery continuity, improving operational quality, providing responsive service and the willingness to listen. We will continue to grow together with our customers, and deliver energy solutions that benefit customers, society and the nation,” Ryrien concluded.