Service of PLN is poor, YLKI survey reveals

Service of PLN is poor, YLKI survey reveals

JAKARTA (JP): A recent survey of PT PLN's service record in the city shows that the complaints most often lodged by consumers regard the recording of its electricity meters, unstable voltage levels and unannounced blackouts.

The survey, conducted by the Indonesian Consumer Foundation (YLKI) from March 27 to April 28, also revealed that consumers are getting fed up with inadequate street illumination and the penalties imposed for failing to pay their bills on time.

"When dealing with PLN services, the consumers are always in a losing position and have to accept things as they are. PLN never gives compensation for customer losses," Zumrotin K. Susilo, chairwoman of the YLKI, said here yesterday when chairing a seminar on the survey results.

Because PLN reads their meters on an irregular basis, customers are often unable to pay when they receive a bill taken for a longer-than-average period.

"Whenever the bill is too high for the customers to pay, as a result of the irregular meter readings, PLN officials threaten to cut off their electricity," the report said.

The survey was conducted by collecting the consumer complaints that had been filed at seven PLN branches in Jakarta and Tangerang. Altogether, 301 cases were filed, coming from 228 different respondents.

PLN's Jatinegara branch recorded the highest number of complaints with 61 cases, or about 20 percent of the total number of complaints, followed by Tangerang branch with 49, Tanjung Priok with 45, Kebayoran branch with 42, Kramatjati with 40 cases, Gambir with 34 and Kota recorded 30 cases.

The survey report also questioned the legality of PLN's unannounced blackouts. "To what extent is an electricity blackout is valid? Who can prove that a blackout is valid? And if a blackout is not valid, will consumers be compensated?"

In its closing report, YLKI said that its survey might not represent the actual service ability of PLN but stated, "PLN can use it as a reference to improve its services to customers."

Responding to the survey's results, Director General of Electricity and Energy Development at the Ministry of Mines and Energy, Zuhal, said that PLN should be more open with its own policies to the public, especially those related to its customers.

Zuhal also suggested that PLN slow down its marketing promotion and concentrate on improving its services. "PLN should match its marketing promotion with its capability to serve." (rid)