How to make complaints about PLN (Persero) Electricity services?

Energy & Utility
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Whether you’re in Sumatra, Java, Kalimantan, Sulawesi, Papua, Bali, or any other region, to make a complaint about PLN (Persero) Electricity services, follow these steps:

Lodging consumer complaints about PLN electricity service
Lodging consumer complaints about PLN electricity service1920×776 99.9 KB

PLN Helplines:

Contact Details:

Visit a local PLN (Perusahaan Listrik Negara) branch or contact head office at:

  • Address: PT PLN (Persero) Head Office Jalan Trunojoyo Blok M – I No 135 Kebayoran Baru, Jakarta 12160, Indonesia.
  • Phone Number: 021–7251234, 021–7261122
  • Fax: 021–7221330

Steps for Online Complaint:

  • Visit the PLN website: https://www.pln.co.id/
  • Click on “Pelayanan Pelanggan” (Customer Service).
  • Select “Pengaduan Gangguan” (Report Outage) or “Pengaduan Lainnya” (Other Complaints) depending on your issue.
  • Register or log in to your PLN account. If you don’t have one, you can create one easily.
  • Fill out the complaint form with details like your customer ID, meter number, complaint category, and a clear description of the problem.
  • Attach any relevant documents or photos (optional but helpful).
  • Submit the complaint.

Note: To get a new connection or access online consumer services, use the “Layanan Pelanggan” portal

Finally, you’ll receive a complaint reference number for tracking purposes. Keep records of all interactions for potential escalation. The target resolution time is generally 14 working days. For more details, refer to PLN’s Grievance Redress Mechanism document.

:indonesia: Note: This guide applies to all regions served by PLN, including:

  • Sumatra: Banda Aceh, Pekanbaru, Jambi, Palembang, Bengkulu, Pangkal Pinang
  • Java: Serang, Bogor, Tangerang, Bekasi, Bandung, Semarang, Yogyakarta, Surabaya, Malang
  • Kalimantan: Pontianak, Banjarmasin, Palangkaraya, Balikpapan
  • Sulawesi: Makassar, Manado, Palu, Kendari, Gorontalo
  • Papua: Jayapura, Timika, Merauke
  • Bali and Nusa Tenggara: Denpasar, Mataram, Kupang
  • Maluku and North Maluku: Ambon, Ternate

Escalation to Higher Authorities:

If you’re not satisfied with the initial response to your complaint by PLN regional or head office, escalate it to higher authorities:

  • YLTKI (Yayasan Lembaga Konsumen Indonesia): YLTKI is a consumer protection agency. You can file a complaint with them if you believe PLN hasn’t addressed your issue fairly. Find contact details for your nearest YLTKI office online (ylki.or.id).

  • Ministry of Energy and Mineral Resources (ESDM): The ESDM oversees the electricity sector in Indonesia. You can file a formal complaint with “Director General of Electricity (esdm.go.id)” as a last resort.

:person_tipping_hand:t6: Tips: In your complaint description include all relevant details like dates, location, times, and reference numbers. Don’t forget to keep a record of all communication with PLN executives, including emails, complaint reference numbers, and phone call logs.

If you need more information, read the article: Filing Electricity Complaints to PT PLN

Still, have questions? :thinking: Ask by replying below. :point_down:t5: We will help you to resolve it.