Where can I complain about Telkomsel services?

To file a complaint about internet and telecom services of Telkomsel [1], including issues related to network coverage, calling/voice calls, slow internet speed, messaging, unexpected billing charges, digital solutions, wireless communications, technical problems, wallet transactions, financial solutions, you can follow these steps and use the provided hotlines & contact details:

Telkomsel Customer Support:

  • Customer Service Number: Dial 188 from a Telkomsel number to contact the call center (free for Halo and Diamond users, Rp300 for PraBayar users) or call at +628110000333 (free of charge) from overseas in case of international roaming.
  • WhatsApp: Message on +6281111111111
  • Email: Send your concerns to cs@telkomsel.com.

If your issues are not resolved, you may visit the nearest GraPARI Service Centers.

Online Complaint:

  • Visit the Telkomsel’s official website (telkomsel.com).
  • Navigate to “Support” page from menu.
  • Select the type of issue to open the online complaint form.
  • Fill out the required details including customer ID, location, type of telecom issue, account details, and description of the complaint.
  • Attach supporting documents or screenshot, if any.
  • Submit the form.

Finally, note down the reference/ticket ID to track status. You can also use MyTelkomsel App to access online services or chat with customer service representative.

Escalation to Nodal Officer:

If your previous complaints remain unresolved by customer support team or local service center, escalate it to the appointed Nodal Officer of Telkomsel with a written complaint letter including reference/acknowledgement of unresolved complaint and reasons for dissatisfaction. You can email to Service Head Department at cs@telkomsel.com.

Appeal to BRTI:

If your complaints are still not resolved, you may appeal to the Ombudsman Republik Indonesia [2] or Badan Regulasi Telekomunikasi Indonesia (BRTI). Further, you may escalate the case to Badan Regulasi Telekomunikasi Indonesia (BRTI or Badan Penyelesaian Sengketa Konsumen (BPSK) for mediation and arbitration with the telecom operator.

Still, have questions? :thinking: ask by replying to us. We will help you.

  1. Telkomsel is a major telecommunications company in Indonesia, known for its mobile phone and internet services. (Explanation by AI) ↩︎

  2. The Ombudsman Republik Indonesia is an independent body that investigates and resolves complaints from citizens about public services. In this context, it is suggested as a place to appeal to if your complaints about Telkomsel services remain unresolved after contacting their customer service, local service center, and the designated Telkomsel Nodal Officer. (Explanation by AI) ↩︎