Keluhan Pelanggan PLN Naik 150 Persen



General Manajer PLN UID Jakarta Raya Doddy Pangaribuan menjelaskan, keluh kesah konsumen setia PLN masa November 2019 sampai November 2020 naik 150 % dari jumlah aduan seputar 20.000 jadi 32.000 pengaduan.


Ia menerangkan, sebagian besar keluh kesah tersampaikan pada Maret dan Agustus yang naik hampir lebih 200 % dalam masa enam bulan dan ini benar-benar berkaitan dengan keadaan wabah.


"Benar-benar berlangsung peningkatan keluh kesah untuk pendataan mtr. atau penggunaan kWh langsung berkaitan dengan bill rekening yang berbasiskankan pada catatan mtr. itu," tutur Doddy dalam pertemuan jurnalis Yayasan Instansi Customer Indonesia (YLKI) secara virtual, Jumat (8/1/2021).


Situs Slot Online Doddy menerangkan, awalannya PLN sesuaikan dengan peraturan PSBB yang diaplikasikan oleh pemerintahan. Ada limitasi akses dalam servis dari rumah ke rumah konsumen setia untuk lakukan pendataan hingga sejumlah besar customer yang penggunaannya masih diukur lewat kWh mtr. tidak mempunyai sarana komunikasi atau mungkin tidak smart mtr..


Oleh karena itu, PLN lakukan pendataan rerata penggunaan dari 3 bulan awalnya, di mana saat sebelum berlangsung wabahk penggunaan masih normal dan naik saat wabah sampai memacu jumlahnya keluh kesah.


"Lalu ada tulis mtr. berdikari yang bisa dikerjakan langsung lewat WhatsApp dan sekarang ini telah difasilitaskan oleh program yang bernama New PLN Mobile," terangkan.


Lalu, PLN membuat pos-pos waspada keluh kesah di semua unit eksekutor servis konsumen setia di 16 unit menyebar di Jakarta, sampaikan surat langsung ke konsumen setia, manfaatkan sosial media dan lakukan lawatan one on one ke konsumen setia yang terimbas kenaikan yang cukup berlebihan.


"Dan rupanya, inovasi-inovasi itu bisa dibuktikan turunkan keluh kesah dimulai dari September 2020 yang bertambah lebih rendah dibanding di 2019," kata Doddy.


Misalnya, pengurangan berarti spesial tulis mtr. pada masa September 2019 - September 2020, turun dari 1.864 jadi 1.608 keluh kesah. Selanjutnya, masa Oktober 2019 - Oktober 2020 turun dari 1.938 jadi 1.268 keluh kesah.


"November 2019 dengan November 2020 semakin besar kembali pengurangannya, dari 2.212 menurun jadi 1.107 keluh kesah," ucapnya.


PLN memberi info tentang langkah konsumen setia supaya bisa terhubung listrik gratis lewat www.pln.co.id atau program whatsapp. Kecuali listrik gratis ada pula potongan potongan harga untuk menolong masyarakat yang terimbas wabah Covid-19.


Lokasi: Indonesia

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