The water saga

My wife and I are devastated by the handling of PT Thames Pam Jaya (TPJ) of our case.

For five years our monthly payment had been below Rp 400,000. In May 2002 we received a bill for Rp 1,104,100, then in June 2002 we received a bill of Rp 983,500. Fearing that there was somehow a mistake, we lodged a complaint with TPJ's office.

Subsequently, TPJ sent two people named Sardi and Edi to our home, who then replaced the flow meter device with a new one and charged us Rp 1,300,000, promising to send the receipt later. Since they represented TPJ, upon proof of the proper ID Card from TPJ, we let them replace the device and gave them the money. They explained that the new meter reading would start again from zero, and we would be receiving correct bills from thereon. Perfect? Not quite!

The July 2002 payment was normal at Rp 228,700, as was the August 2002 payment of Rp 188,800. For the September 2002 payment, at Rp 134,200, there was an additional payment of Rp 54,400. For the October 2002 payment, we paid a single bill of Rp 322,000.

Then on Nov. 17, 2002, some TPJ people (Pribadi, H. Husin, Teddy, Sofian and Muchtar) from the Illegal Connection and Business Support Division came to visit us, and asked to inspect the newly installed (by none other than TPJ own people) meter. They then claimed that the plastic on the meter had been tampered with and also punctured after finishing their inspection.

We were astonished, since we had no knowledge of this, we had never even touched the device before let alone tampered with it. These people took the meter away, and promised that a new device would be installed again soon for free.

Nevertheless, we were summoned to see a TPJ officer, and in that meeting my wife had to sign a statement that stipulated that the tampered meter had been installed by Sardi and Edi from TPJ, and for that we had received a fine comprising:

a. Replacement meter of Rp 179,600 (while it was supposed to be for free).

b. Water consumption of 6m3 x 30days x 6 months x Rp 1,335 or Rp 1,441,800

The total fine was Rp 1,621,400! Unbelievable!

We are perplexed as to why a legitimate customer complaint lodged with TPJ, and the subsequent replacement of the meter by people from TPJ (!) could turn into a penalty of Rp 1,621,400.

Could perhaps Helen Howells from TPJ, care to enlighten us and take the appropriate action, since we have been treated unfairly by TPJ. Not to mention that every month now people from TPJ different divisions barge into our house under the pretext of controlling this and that, as a harassment for some kind of illegal acts that we never did.

Dr. NIZAM WIRYAWAN Jakarta