JAKARTA - Pertamina Patra Niaga Regional East Java, Bali, and Nusa Tenggara (Jatimbalinus) opened 17 complaint posts to serve complaints and public reporting related to the phenomenon of 'Pertalite Kaaba' in East Java.
Area Manager Communication, Relations & CSR Pertamina Patra Niaga Regional Jatimbalinus, Sunday Rahedi said, for other affected areas outside the location of the above post, they could contact the last gas station for purchasing fuel.
"Or you can contact via Pertamina Contact Center on the choice of Call Center 135 channel, pcc135 email @pertamina.com and Instagram DM @pertamina.135," he said in a statement to the media, Wednesday, October 29.
On the same occasion, Sunday also ensured that all products distributed had gone through a strict monitoring process, starting from the sender terminal to the official distribution agency, as a form of our commitment in presenting products that were safe and quality for the community.
Sunday explained that the entire fuel distribution process had been carried out in accordance with applicable Standard Operating Procedures (SOP), including product quality checks through laboratory testing before being distributed to the public.
Our main priority is to ensure the safety of supply and quality of fuel products received by the community in accordance with applicable regulations. Each distribution stage is carried out based on the standards that have been set to ensure the quality of the product is maintained," said Sunday.
As a follow-up step, Pertamina Patra Niaga has conducted further laboratory examinations of Pertalite products originating from Tuban Fuel Terminal and Surabaya Fuel Terminal as the majority of the affected fuel supply points and the result is that the fuel is declared on Wednesday according to specifications.
"Currently, further investigations are underway to check the Quality and Quantity (QQ) of fuel at the gas station level as a final distribution point to the public. This series of investigations are carried out to ensure the quality and suitability of product specifications," said Sunday.
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Berikut langkah-langkah pelaporan yang dapat dilakukan konsumen:
1. Melaporkan kejadian kepada petugas SPBU di lokasi yang sama dengan menujukkan bukti transaksi (struk pembelian BBM).
2. Petugas mengarahkan untuk mengisi Form Pengaduan Konsumen yang mencatat kronologi serta kondisi kendaraan.
3. Konsumen diminta memberikan data diri dan kontak yang dapat dihubungi untuk proses tindak lanjut.
Jika ditemukan indikasi kerusakan kendaraan akibat BBM bermasalah, konsumen akan diarahkan ke bengkel resmi yang ditunjuk oleh Pertamina untuk dilakukan pemeriksaan dan penanganan lebih lanjut.
Pihak Pertamina akan mengganti biaya perbaikan kendaraan yang terdampak.
4. Laporan resmi akan diteruskan oleh pengelola SPBU kepada tim Pertamina Patra Niaga wilayah terkait untuk ditindaklanjuti.
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Here are the reporting steps that consumers can take:
1. Report the incident to gas station officers at the same location by showing proof of transaction (the receipt for the purchase of fuel).
2. Officers direct to fill out a Consumer Complaint Form which records the chronology and condition of the vehicle.
3. Consumers are asked to provide personal data and contact that can be contacted for the follow-up process.
If indications of vehicle damage due to problematic fuel are found, consumers will be directed to an official workshop appointed by Pertamina for further inspection and handling.
Pertamina will reimburse the cost of repairing affected vehicles.
4. The official report will be forwarded by the gas station manager to the relevant regional Pertamina Patra Niaga team for follow-up.
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