What people say about the role of YLKI

JAKARTA (JP): There is an art to shopping around for bargains in goods and services. The catch is that sometimes the spending spirals into a reckless buying binge.

Buyers are often caught in the firm grip of the producer who uses savvy advertising to tempt them into buying goods, thereby creating a dependency which is difficult to break.

The reliance is inevitable when producers monopolize goods or services people need everyday. Companies providing electricity, gasoline, water and telecommunications enjoy such monopolies -- and the attendant rupiah bonanza.

This unequal relationship laid the foundation for the establishment of the Indonesian Consumers Organization (YLKI) 24 years ago.

The organization has continually campaigned to promote public awareness of the YLKI and its purpose to defend consumer rights. Despite these concerted efforts, people interviewed seemed vague on the organization's function and the need to use its assistance.

Henky Solaiman, a film director and actor, says he never complains over a defective product or poor service.

"I just take it easy and try to accept it as 'bad fate'," he says, adding he would never consider complaining through YLKI because there are long procedures to follow.

"I know the YLKI is an organization which helps people who have trouble with things they use, but I have no time to file a complaint through them. I am busy working to fund my children's education," he says, referring to two of his three children who are studying in the United States.

Henky says he always consider whether he really needs a product before deciding to purchase it. "Usage is my first consideration," he says.

He believes businesses are paying more attention to the interests of consumers due to increased competition for their patronage.

Wisaksono Noeradi, public relations executive at Sudarto and Noeradi Public Relations Counselors, says he handles any problems he encounters as a consumer by immediately contacting a manager or supervisor.

He says he talks to the manager at a bank if he has a complaint, such as other customers trying to push in line.

He admits he rarely uses the YLKI to handle his complaints because the position of consumers here is very weak compared to product manufacturers or service providers.

He thinks many consumers lack initiative to complain to shopowners or the customer service division of a company.

Noted poet Hamid Djabbar says the class action suit by YLKI against state-owned electricity company PLN is not unusual. "There is nothing special about the action because it is common for the public to file suit against firms if they suffer losses from them."

Hamid describes as "strange" the people who are opposed to the suit against PLN.

He commends the organization's brave stance and said it should receive the public's support to encourage it further in protecting consumer rights. He said the action has shown people that there are many "loopholes" in the government system and that there is lack of coordination among the bureaucracy.

He cautions that rights do not stand alone but should be followed by actual fulfillment of obligations by the business community. "Both rights and obligations are two sides of the same coin."

Madiniyah Kewuswendar, a legislator of the United Development Party faction from Commission VIII on welfare affairs, says the YLKI has done its best to advocate consumer rights. The organization's mission should rightfully receive the public's backing, she said.

Unfortunately, people's awareness of their consumer rights are very low, Madiniyah complains. They are more concerned about meeting their daily needs, she says.

She believes people feel powerless to sue state-run companies as they equate them with the government.

Nastiti, an official at the directorate general of domestic trade of the Ministry of Trade and Industry, says the class action suit against PLN is a good step toward increasing people's awareness of their consumers rights. But she also cautioned against going too far.

"I hope this will not create unwanted consequences through this massive action. It is okay to sue the firm because it has inflicted losses on the public."

"But this should not be done in a huge way, involving thousands of people, because this could have negative repercussions."

Although the directorate general submitted the draft bill on consumer protection last November, the State Secretariat is still reviewing it.

"I don't know what to do now," she said. "I cannot speculate whether the government considers the bill among its top priorities." (11/05)