86 percent of Respondents (ever) Complained about PAM Jaya Services*
_*Press Release*:_
*YLKI Survey: 86 percent of Respondents (ever) Complained about PAM Jaya Services*
YLKI has completed a short survey of DKI Jakarta PAM services, in early December 2024. The survey was conducted in the Central Jakarta, South Jakarta, East Jakarta, West Jakarta and North Jakarta areas. There were 10 respondents in each location, and all were in the household consumer category. So a total of 50 household respondents were surveyed.
The essence of the survey results is as follows:
1. *Based on PAM water usage behavior*, 100% of respondents use PAM water for bathing, 92% for washing, 80% for cooking, 26% for consumption. Apart from that, this is an interesting finding, 40% have alternative sources of water, namely gallon water for consumption purposes, 32% have no other water source (only PAM), 22% have well water, and 6% have gallon water and well water. ;
2. *Based on the quality and quantity of water*, 26% felt the water smelled, 22% felt the water had a taste, 20% felt the water was sticky, 16% felt the water was colored, and 12% felt the water had sediment or was not clear, 32% felt the water flow pressure is not strong enough, and 12% of the water quantity is not enough for daily needs;
3. *Based on complaint handling*, as many as 86% have experienced complaints about PAM services; with details: 38% complained that the water flow was small, 22% complained that the water often turned off, 18% complained that the water bill was not in sync;
4. *Based on access to information*, as many as 90% of respondents have never received socialization regarding PAM. And on the other hand, as many as 52% of PAM customers get information through friends/family;
5. *Based on customer opinions regarding PAM rates*, 60% of customers feel that the current PAM rates are quite reasonable, 26 percent say they are expensive, 8 percent say they are cheap, 4 percent say they are too expensive, and 2 percent say they are very cheap. But on the other hand, as many as 60% of respondents agreed that there should be tariff adjustments, but they must be balanced with improvements in quality and service. And that means, on the other hand, 40 percent do not agree with the tariff increase.
*Some conclusions and recommendations:*
1. PAM Jaya consumer complaints and grievances are still very dominant, and these complaints are still classic in character, meaning that the complaints have been like that for a long time.
2. This indicates that there are still classic problems at the managerial level, both from the upstream and downstream sides, which ultimately have an impact on service;
3. The Jakarta Provincial Government, as the regulator, must actively supervise PAM Jaya's services and performance;
4. PAM Jaya Management to continue to improve and maintain the reliability of its services;
5. The majority of PAM Jaya customers are households, even lower middle class households, with bills in the range of IDR 100,000-IDR 250,000 (44 percent). This means that if there is a new tariff policy, the support for this group must be strong, namely paying attention to aspects of their purchasing power (ability to pay);
6. On the other hand, people from this group must also be smart in managing their consumption and spending patterns. Don't let the expenditure on clean water be even smaller than the expenditure on buying cigarettes. Object to the PAM tariff, but the allocation for buying cigarettes is much higher. This is unfair and counterproductive;
7. Urge the Jakarta Provincial Government and PAM Jaya to progressively increase their customer coverage, in order to anticipate groundwater exploitation in Jakarta. This is a very exploitative phenomenon for the carrying capacity of the environment in Jakarta.
That's it. Thank you for posting the release.
Regards,
Signed,
*Tulus Abadi*, Daily Manager of YLKI,
*Niti Emiliana*, YLKI Research Team
