Recent months, the Ministry of Communications and Informatics pretty much admitted receiving complaints from some citizens to quality telecommunications services which tend to be very volatile, either through a call center, SMS, email or physically writing a letter directly.
There are times when a complaint is received is quite good, as their performance evaluation has been published by random on January ago, but there are times also raises the level of public complaints from moderate to quite extreme, which addressed most of the telecommunications carriers, including Telkomsel, Indosat, XL, 3, Axis, Smart, Fren, Flexi, Esia, until Cheerful.
Kemenkominfo has done a recapitulation and the results of quantitative records of complaints submitted by citizens from the date of January 2, 2010 until March 31, 2010. The following are the top 10 consumer complaints collected:
1. Inconsistency; discrepancy between the promotional rate offered by operators with reality. (Number of persons / entities that have submitted complaints: 25 complaints)
- Regulations should be obliged to become the reference: Regulation of the Minister of Communications and Informatics No. 9 Year 2008 and No. 8 Year 2006 on Procedures and Interconnection Rate Determination.
2. Disconnected calls between networks. (21 complaints)
- Regulation of the Minister of Communications and Informatics No. 10, No. 11, No. 12, No. And No. 13. 14 Year in 2008, which generally governs the standard of quality of service (depending on type of service); and No. 7 Year 2009 regarding non-tax revenues Depkominfo.
3. Reduced due to the prepaid SMS and incoming calls (incoming), not only because of SMS and phone calls out (outgoing). (18 complaints)
- Regulation of the Minister of Communications and Informatics No. 10, No. 11, No. 12, No. And No. 13. 14 Year in 2008, which generally governs the standard of quality of service (depending on type of service); and No. 7 Year 2009 regarding non-tax revenues Depkominfo; and Regulation of the Minister of Communications and Informatics No. And No. 9 Year 2008. 8 Year 2006 concerning Procedures for Determination of Tariff and Interconnection.
4. On-net calls (in other network) is lost. (14 complaints)
- Regulation of the Minister of Communications and Informatics No. 10, No. 11, No. 12, No. And No. 13. 14 Year in 2008, which generally governs the standard of quality of service (depending on type of service); and No. 7 Year 2009 regarding non-tax revenues Depkominfo.
5. Spam messages; via SMS in the form of promotion of a particular company repeatedly. (11 complaints)
- Regulation of the Minister of Communications and Informatics No. 1 Year 2009 about Premium Messaging Services and SMS Delivery to many destinations.
6. Completeness of the information delivered call center operator for billing complaints service users. (10 complaints)
Regulation of the Minister of Communications and Informatics No. 10, No. 11, No. 12, No. And No. 13. 14 Year in 2008, which generally governs the standard of quality of service (depending on type of service); and No. 7 Year 2009 regarding non-tax revenues Depkominfo.
7. The emergence of missed call message which strangely listed the name of the sender is the name of a particular bank. (10 complaints)
Regulation of the Minister of Communications and Informatics No. 10, No. 11, No. 12, No. And No. 13. 14 Year in 2008, which generally governs the standard of quality of service (depending on type of service); and No. 7 Year 2009 regarding non-tax revenues Depkominfo; and Regulation of the Minister of Communications and Informatics No. And No. 9 Year 2008. 8 Year 2006 concerning Procedures for Determination of Tariff and Interconnection. Besides, the Act No. 8 Year 1999 concerning Consumer Protection.
8. Reduced prepaid by mistake in typing the command service response on a particular campaign. (Nine complaints)
- Regulation of the Minister of Communications and Informatics No. 10, No. 11, No. 12, No. And No. 13. 14 Year in 2008, which generally governs the standard of quality of service (depending on type of service); and No. 7 Year 2009 regarding non-tax revenues Depkominfo; and Regulation of the Minister of Communications and Informatics No. And No. 9 Year 2008. 8 Year 2006 concerning Procedures for Determination of Tariff and Interconnection.
9. The lack of publicity conditions apply. (Nine complaints)
- Regulation of the Minister of Communications and Informatics No. And No. 9 Year 2008. 8 Year 2006 concerning Procedures for Determination of Tariff and Interconnection.
10. Customer service response to complaints submitted in print and online. (Four complaints).
- Regulation of the Minister of Communications and Informatics No. 10, No. 11, No. 12, No. And No. 13. 14 Year in 2008, which generally governs the standard of quality of service (depending on type of service); and No. 7 Year 2009 regarding non-tax revenues Depkominfo; and Regulation of the Minister of Communications and Informatics No. And No. 9 Year 2008. 8 Year 2006 concerning Procedures for Determination of Tariff and Interconnection. Besides, the Act No. 8 Year 1999 concerning Consumer Protection.
Although at certain moments and Kemenkominfo BRTI evaluating telecommunications service quality standards, complaints data presented above illustrates that the complaint and the complaint must gain the attention of the international telecommunications.
Quantitatively, the number of complaints or complaints that the collected amount is not very significant, but would not be considered in proportion, then the possibility consequence is the tendency of telecommunications users underestimate the attitude to quality telecommunications services.
"In addition, the rubric of complaints and complaints about the quality of existing telecommunications services in print and online media will still appear regularly with a high frequency, this has not been calculated for the quality of Internet services that are less stable," said Gatot S Dewa Broto, Head Information and Public Relations of the Ministry of Communications and Informatics, quoted from the official description, Wednesday, April 14, 2010.
Another consequence is that there is potential for legal action from one or a group of users of telecommunication services that are not satisfied with a certain quality of telecommunications services to the law enforcement officers.
"Normally this would appear when it was discovered a significant lack of response from the telecommunications carriers," explained Billy.
There are times when a complaint is received is quite good, as their performance evaluation has been published by random on January ago, but there are times also raises the level of public complaints from moderate to quite extreme, which addressed most of the telecommunications carriers, including Telkomsel, Indosat, XL, 3, Axis, Smart, Fren, Flexi, Esia, until Cheerful.
Kemenkominfo has done a recapitulation and the results of quantitative records of complaints submitted by citizens from the date of January 2, 2010 until March 31, 2010. The following are the top 10 consumer complaints collected:
1. Inconsistency; discrepancy between the promotional rate offered by operators with reality. (Number of persons / entities that have submitted complaints: 25 complaints)
- Regulations should be obliged to become the reference: Regulation of the Minister of Communications and Informatics No. 9 Year 2008 and No. 8 Year 2006 on Procedures and Interconnection Rate Determination.
2. Disconnected calls between networks. (21 complaints)
- Regulation of the Minister of Communications and Informatics No. 10, No. 11, No. 12, No. And No. 13. 14 Year in 2008, which generally governs the standard of quality of service (depending on type of service); and No. 7 Year 2009 regarding non-tax revenues Depkominfo.
3. Reduced due to the prepaid SMS and incoming calls (incoming), not only because of SMS and phone calls out (outgoing). (18 complaints)
- Regulation of the Minister of Communications and Informatics No. 10, No. 11, No. 12, No. And No. 13. 14 Year in 2008, which generally governs the standard of quality of service (depending on type of service); and No. 7 Year 2009 regarding non-tax revenues Depkominfo; and Regulation of the Minister of Communications and Informatics No. And No. 9 Year 2008. 8 Year 2006 concerning Procedures for Determination of Tariff and Interconnection.
4. On-net calls (in other network) is lost. (14 complaints)
- Regulation of the Minister of Communications and Informatics No. 10, No. 11, No. 12, No. And No. 13. 14 Year in 2008, which generally governs the standard of quality of service (depending on type of service); and No. 7 Year 2009 regarding non-tax revenues Depkominfo.
5. Spam messages; via SMS in the form of promotion of a particular company repeatedly. (11 complaints)
- Regulation of the Minister of Communications and Informatics No. 1 Year 2009 about Premium Messaging Services and SMS Delivery to many destinations.
6. Completeness of the information delivered call center operator for billing complaints service users. (10 complaints)
Regulation of the Minister of Communications and Informatics No. 10, No. 11, No. 12, No. And No. 13. 14 Year in 2008, which generally governs the standard of quality of service (depending on type of service); and No. 7 Year 2009 regarding non-tax revenues Depkominfo.
7. The emergence of missed call message which strangely listed the name of the sender is the name of a particular bank. (10 complaints)
Regulation of the Minister of Communications and Informatics No. 10, No. 11, No. 12, No. And No. 13. 14 Year in 2008, which generally governs the standard of quality of service (depending on type of service); and No. 7 Year 2009 regarding non-tax revenues Depkominfo; and Regulation of the Minister of Communications and Informatics No. And No. 9 Year 2008. 8 Year 2006 concerning Procedures for Determination of Tariff and Interconnection. Besides, the Act No. 8 Year 1999 concerning Consumer Protection.
8. Reduced prepaid by mistake in typing the command service response on a particular campaign. (Nine complaints)
- Regulation of the Minister of Communications and Informatics No. 10, No. 11, No. 12, No. And No. 13. 14 Year in 2008, which generally governs the standard of quality of service (depending on type of service); and No. 7 Year 2009 regarding non-tax revenues Depkominfo; and Regulation of the Minister of Communications and Informatics No. And No. 9 Year 2008. 8 Year 2006 concerning Procedures for Determination of Tariff and Interconnection.
9. The lack of publicity conditions apply. (Nine complaints)
- Regulation of the Minister of Communications and Informatics No. And No. 9 Year 2008. 8 Year 2006 concerning Procedures for Determination of Tariff and Interconnection.
10. Customer service response to complaints submitted in print and online. (Four complaints).
- Regulation of the Minister of Communications and Informatics No. 10, No. 11, No. 12, No. And No. 13. 14 Year in 2008, which generally governs the standard of quality of service (depending on type of service); and No. 7 Year 2009 regarding non-tax revenues Depkominfo; and Regulation of the Minister of Communications and Informatics No. And No. 9 Year 2008. 8 Year 2006 concerning Procedures for Determination of Tariff and Interconnection. Besides, the Act No. 8 Year 1999 concerning Consumer Protection.
Although at certain moments and Kemenkominfo BRTI evaluating telecommunications service quality standards, complaints data presented above illustrates that the complaint and the complaint must gain the attention of the international telecommunications.
Quantitatively, the number of complaints or complaints that the collected amount is not very significant, but would not be considered in proportion, then the possibility consequence is the tendency of telecommunications users underestimate the attitude to quality telecommunications services.
"In addition, the rubric of complaints and complaints about the quality of existing telecommunications services in print and online media will still appear regularly with a high frequency, this has not been calculated for the quality of Internet services that are less stable," said Gatot S Dewa Broto, Head Information and Public Relations of the Ministry of Communications and Informatics, quoted from the official description, Wednesday, April 14, 2010.
Another consequence is that there is potential for legal action from one or a group of users of telecommunication services that are not satisfied with a certain quality of telecommunications services to the law enforcement officers.
"Normally this would appear when it was discovered a significant lack of response from the telecommunications carriers," explained Billy.
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