Prolonged Power Outage? Check the Compensation Amount and How to Claim It

Prolonged power outages can disrupt various activities, from work to household chores. However, customers of the state-owned electricity company PT PLN (Persero) are entitled to compensation if the disruption exceeds the service standards set by the government. These provisions are regulated in the Minister of Energy and Mineral Resources (ESDM) Regulation Number 2 of 2025 concerning the Quality Level of Electricity Services by PT PLN (Persero). The compensation amount is tiered based on the duration of the disruption that surpasses the Quality Level of Service (TMP).

Referring to the ESDM Ministerial Regulation, the compensation amounts are as follows: a 50 per cent reduction of the load cost or minimum bill for disruptions up to 2 hours beyond the TMP; 75 per cent for more than 2 to 4 hours; 100 per cent for more than 4 to 8 hours; 200 per cent for more than 8 to 16 hours; 300 per cent for more than 16 to 40 hours; and 500 per cent for disruptions exceeding 40 hours. This compensation serves as a form of protection for customers when the quality of electricity service does not meet the standards set by the government.

Customers do not need to manually file a claim to receive compensation for qualifying blackouts. According to the regulation, PLN provides the compensation automatically. For post-paid customers, the compensation is applied as a reduction on the following month’s electricity bill. For pre-paid customers, the compensation is given as additional value during their next token purchase. With this mechanism, customers are not required to fill out forms or submit special requests. As long as the power disruption meets the compensation criteria based on the Quality Level of Service, PLN will automatically distribute the compensation in the next billing or purchase period. The regulation aims to provide customers with certainty regarding their rights when electricity disruptions exceed service standards, with the increasing compensation amounts expected to encourage improvements in the quality of electricity services to the public.