JAKARTA - DKI Jakarta Governor Pramono Anung reprimanded the board of PT Transjakarta due to the incident where a Transcare passenger fell into a ditch because he did not get help from officers to get to the Attorney General's Office Transjakarta Stop.
Responding to this, the Head of the Corporate Secretary and Public Relations Division of Transjakarta, Tjahyadi, admitted that his party had apologized to the blind passenger named Novianis.
Tjahyadi admitted that management regretted the incident which caused customers to suffer bruises on their backs and hands.
"We deeply regret this incident. Transjakarta apologizes to Sister Novianis for the inconvenience and disaster experienced," Tjahyadi said in his statement, Wednesday, January 14.
Based on his explanation, the incident occurred when the customer was lowered at the point leading to the Attorney General's Office, with a distance of about 50 meters.
However, the victim then fell into the water channel in the pedestrian area which is approximately 150 meters from the bus stop. At the time of the incident, the Transcare service had continued its journey to deliver four other customers to different locations.
As a follow-up, Tjahyadi claimed that Transjakarta had taken steps to restore services by visiting the victim's residence directly.
"As a form of responsibility and empathy, the Transjakarta team has made a direct visit to the residence of Sister Novianis on Monday, January 12 to monitor the victim's health condition and convey an apology directly," said Tjahyadi.
Transjakarta acknowledges the weaknesses in the aspect of accompanying disabled customers. According to Tjahyadi, officers should ensure that customers arrive at a truly safe point and are connected to accessibility facilities.
"We realize that in serving customers with disabilities, the assistance aspect must be carried out with extra caution to ensure that customers are in a truly safe zone," he explained.
Regarding the incident, Transjakarta stated that it was conducting an internal evaluation of field officers. The tightening of standard operating procedures will also be implemented, especially regarding the obligation of accompaniment for priority customers.
In addition, Transjakarta promised to increase sensitivity training for service officers at the forefront so that similar incidents do not recur.
"We will tighten the implementation of standard operating procedures (SOP), especially regarding the obligation of officers to guide disabled customers to a truly safe point and connected with adequate accessibility," he added.
It is known that a video showing a blind disabled woman being stuck in a muddy ditch when she came out of the Transjakarta Stop in the Bulungan area, South Jakarta, circulated widely and went viral on social media.
This incident was recorded in a video uploaded on the Instagram social media. In the video, the condition of the woman was quite worrying. The light blue shirt and pink backpack she was wearing were dirty with thick black mud after falling.
The man who recorded the video explained the chronology of the incident. According to his statement, the incident began when the woman had just got off the Transjakarta service. The passenger was reported to have asked the officers for help to accompany him to a safe point or exit. However, the request was rejected.
The video recorder said that the Transjakarta officer at that time only gave verbal instructions for the victim to walk straight along the road, without ensuring that the terrain in front of him was safe for a blind person.
"In fact, he said, he had asked for help to be brought to the door. But from the officer, he said, 'I'm sorry, he said he just went straight'," continued the recorder, imitating the victim's words.
The instruction was fatal. At the scene, specifically in the area around PLN Bulungan, there was a large ditch or ditch that was open. Without vision and accompaniment, the victim was trapped.
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