Trade Ministry Opens Complaint Channels for Sumatra and Java Blackouts
The Ministry of Trade has opened a complaint service for consumers affected by power outages in Sumatra and Java. “The Ministry of Trade is ensuring the fulfilment of consumer rights regarding electricity services,” said Moga Simatupang, Director General of Consumer Protection and Orderly Commerce, in an official statement on Wednesday.
Moga stated that the ministry is also coordinating with the state electricity company PLN regarding the handling of the power disruptions. The ministry has requested an explanation from PLN concerning the cause of the supply disruption, its impact on consumers, and the steps being taken to address it.
He also urged business entities submitting complaint reports to fulfil their obligations in accordance with statutory regulations. The provisions Moga referred to include providing true, clear, and honest information about the goods and/or services being traded. Business entities are also required to follow up on consumer complaints appropriately and responsibly.
To strengthen consumer protection, the Ministry of Trade has provided various complaint channels accessible to the public. Complaints can be submitted via WhatsApp instant messaging at 0853-1111-1010, by email to [email protected], or by telephone at (021) 3441839.
Based on coordination with PLN, the Ministry of Trade stated that the widespread blackout in Sumatra that occurred on 22–24 May 2026 was suspected to have been caused by a break in the transmission line. Initial identification and investigation by the National Police’s Criminal Investigation Agency indicated that the transmission cable break was caused by technical factors and extreme weather. Meanwhile, the rolling blackouts in several areas of Java were caused by two Independent Power Producer plants experiencing technical disruptions and being forced to exit the Java power system.
PLN has apologised to all affected customers for the disruption. Several accelerated recovery measures have been implemented, including the establishment of a 24-hour Central Command Post and periodic recovery checkpoints with regional units.
Regarding consumer compensation, payment is still pending the final results of the police investigation. The compensation provisions refer to the Minister of Energy and Mineral Resources Regulation concerning the Service Quality Level and Costs Related to the Distribution of Electricity by PT PLN (Persero). The form of compensation that can be provided includes a reduction in electricity bills for postpaid customers or the provision of electricity tokens for prepaid customers, which will be calculated in the following month’s bill or token purchase.
Members of the public affected by the power outages can contact the PLN call centre at 123, the PLN Mobile application, or PLN’s official social media channels. The public can submit reports or obtain information regarding the handling of the electricity disruption.