Perusahaan Listrik Negara (PLN), the state-owned electricity company of Indonesia, plays a vital role in powering the nation’s homes and businesses. With a near-monopoly on electricity distribution, PLN manages a vast network of power plants, transmission lines, and infrastructure.
- Islands: PLN operates on major Indonesian islands including Sumatra, Java, Bali, Kalimantan (Borneo), Sulawesi, Nusa Tenggara, Maluku, and Papua.
- Provinces: PLN serves every single province in Indonesia.
Cities and Towns: Virtually all major cities and a significant number of smaller towns all receive PLN services. - Rural Areas: PLN is actively working on expanding its reach into more rural and remote areas to increase electrification rates across the country.
Despite PLN’s extensive reach, customers regularly express concerns and frustrations. Here are some of the most frequent issues faced by PLN customers:
- Power Outages: Unexpected power outages disrupt daily life and business activities. These outages can be caused by infrastructure problems, weather events, or planned maintenance.
- Voltage Fluctuations: Voltage inconsistencies can damage sensitive appliances and electronics, leading to customer complaints and potential expenses.
- Billing Issues: Inaccurate billing, estimated meter readings, and unexpected charges can lead to dissatisfaction and disputes with PLN.
- Slow Response Time: Customers often complain about delays in resolving technical issues, outages, or billing inquiries, resulting in prolonged problems.
- Limited Communication: Communication breakdowns during outages or with customer service can lead to greater frustration and a lack of information for affected customers.
The complaint resolution mechanism of Perusahaan Listrik Negara (PLN) is designed to handle grievances from consumers in a transparent and timely manner. The process is structured into several phases, ensuring that each complaint is addressed with understanding and culturally appropriate procedures. Here are the escalation levels:
Level 1: Contact Center, PLN
You can register the complaints and seek immediate support from the available call center by calling the toll-free customer care number or hotline and the nearest power station. Here are the primary methods:
- PLN 123 Contact Center: Dial the helpline number 123 from anywhere in Indonesia to reach a PLN customer service representative.
- Online Complaint: File an online complaint to PLN
- Email: Send an email to pln123@pln.co.id
- WhatsApp Number: Message on +628122123123
- PLN Mobile App: Download the PLN app for lodging your complaint
- Online PLN Service: Click Here
Some regional PLN offices may accept complaints through verified social media channels (e.g., Facebook, and Twitter). It’s best to check with your local PLN office for availability.
In-Person at PLN Branch:
Customers can visit their local PLN branch office and speak to a representative in person to file a complaint.
Procedure for PLN Complaint
- Complaint Description: The customer provides a clear description of the issue they are facing (e.g., power outage, billing error, voltage fluctuation, etc.).
- Customer Information: The customer provides basic contact information, account details, and location-specific to the complaint.
- Complaint Registration: The PLN representative registers the complaint in the system, usually generating a unique tracking number for the customer’s reference.
- Acknowledgement & Initial Guidance: The customer should receive confirmation of complaint registration, the tracking number, and potentially some immediate troubleshooting tips or information relevant to their situation.
Important Notes:
Still, not resolved? Escalate the matter to higher officials.
Level 2: Resolution by the Relevant Unit
If you request the support team or report the matter at the local power station, PLN routes the complaint to the appropriate technical, billing, customer service, or other relevant departments for resolution.
- Investigation: The designated unit investigates the root cause of the issue and determines the necessary steps for resolution.
- Action: Depending on the nature of the complaint, this may involve repairs, billing adjustments, providing explanations, or further troubleshooting.
Communication: Ideally, the customer should be updated on the progress of their complaint. - Target Resolution Time: PLN generally aims to resolve most complaints within 14 working days of registration.
Level 3: Escalation to Management
This level is activated if the customer is dissatisfied with the Level 2 response, or if the issue remains unresolved beyond a reasonable timeframe.
You need to formally request escalation by contacting PLN and indicating your dissatisfaction.
- Supervisor/Manager Involvement: A supervisor or manager within the relevant PLN unit takes over the complaint to review the case and seek a more satisfactory resolution.
- Potential Direct Communication: The customer may be involved in discussions with the supervisor/manager or appointed Regional Engineer to find a solution.
Level 4: Mediation by PLN UIP JBT (Higher Authority)
Finally, you can appeal to the General Manager of PLN UIP JBT may intervene in persistently unresolved or complex complaints for further mediation. The case can also be escalated to the respective Commissioner of PLN.
- Mediation Process: PLN UIP JBT representatives work with both the customer and the relevant PLN units to facilitate a mutually agreeable resolution.
- Focus on Solution: The goal is to find a compromise or solution that addresses the core issue raised in the complaint.
Level 5: External Mediation or Legal Action
The Indonesian Ministry of Energy and Mineral Resources (MEMR) serves as an energy regulatory body for unresolved PLN complaints. Customers can reach out to the MEMR for assistance.
The contact details are:
- Email: contactcenter136@esdm.go.id
- Call Center: 136
- DG Electricity: File your complaint with Director General of Electricity
If all internal and external mediation efforts fail, customers retain the right to pursue legal channels to address their grievances.
Note:
Keeping clear records of interactions with PLN at all levels is crucial for escalation and potential external mediation. Remember, escalation timeframes can vary based on case complexity. You should refer to PLN’s Grievance Redress Mechanism (GRM) document for specific details and procedures at each level.
