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HomeEkonomikaSengkarut Layanan TransJakarta, YLKI: Biar Cepat, Adakan Forum Dialog Konsumen!

Sengkarut Layanan TransJakarta, YLKI: Biar Cepat, Adakan Forum Dialog Konsumen!

JAKARTA – Ketua Pengurus Harian Yayasan Lembaga Konsumen Indonesia (YLKI) Tulus Abadi menyatakan bahwa terkait sengkarut pelayanan Transjakarta akibat dari adanya perubahan sistem pembayaran membuat banyak konsumen mengeluhkan persoalan tersebut. Perubahan sistem pembayaran tersebut dimana sejak Selasa (4/10/2022) diterapkan sistem tap in dan tap out oleh PT JLI (Jaklingko Indonesia) sehingga mengakibatkan antrean yang kian memanjang karena insfratruktur yang ada belum memadai tapi sudah dipaksakan dan tanpa ada sosialisasi. Akibatnya penumpang yang dirugikan, baik dari segi waktu maupun dari segi uang.

Keluhan tersebut didapat dari layanan yang diberikan YLKI berupa Posko Pengaduan Konsumen yang dibuka  melalui media sosial YLKI maupun langsung ke kantor YLKI.

“Untuk menampung keluhan konsumen TransJakarta tersebut, YLKI telah membuka Posko Pengaduan Konsumen TransJakarta. Hingga Senin (17/10/2022), terdapat sebanyak 88 pengaduan konsumen dan sudah diserahkan kepada pihak manajemen TransJakarta,” ujar Tulus Abadi dalam keterangannya kepada media, Selasa (18/10/2022).

Tulus menjelaskan bahwa pihak manajemen TransJakarta telah merespon surat YLKI yang dikirimkan pada tanggal 6 Oktober 2022 perihal pengaduan konsumen dan permintaan klarifikasi atau tanggapan mengenai sistem pembayaran di Transjakarta.

“Terkait keluhan tersebut Direktur Pelayanan dan Pengembangan TransJakarta, Ibu Lies Permana Lestari, telah mendatangi kantor YLKI pada Jumat (14/10/2022) lalu,” papar Tulus.

Tulus memaparkan hasil pertemuan manajemen TransJakarta dengan YLKI itu dimana pihak manajemen TransJakarta memohon maaf pada YLKI dan konsumen atas permasalahan tersebut, sehingga menimbulkan ketidaknyamanan dan kerugian konsumen.

“Pihak manajemen TransJakarta akan menindaklanjuti semua pengaduan, baik via YLKI dan atau ke Customer Care TransJakarta dan akan berkoordinasi langsung dengan Jak Lingko Indonesia untuk pengembalian refund,” tukas Tulus.

Selain itu, pihak TransJakarta menyediakan kanal khusus untuk pengaduan, berupa template khusus bagi konsumen yang mengadu; via WA Customer Care JLI (@JakLingkoindonesia) 081260001440 dimana proses refund hingga pencairan dana memerlukan waktu hingga H+7 setelah data diverifikasi.

“Manajemen TransJakarta akan memperbaiki sistem pembayaran tersebut dan telah berkoordinasi dengan pihak JakLinko agar persoalan serupa bisa diminimalisir bahkan tidak terjadi lagi ke depannya,” imbuh Tulus.

Terkait hal tersebut, pihak YLKI pun menyarankan agar pihak TransJakarta mengadakan forum dialog konsumen.

“Kami usulkan adakan Forum Dialog Konsumen agar kasusnya bisa diselesaikan dengan cepat dan tepat. YLKI juga meminta agar pihak TransJakarta dan JakLingko tidak memberlakukan sistem baru tersebut jika memang belum siap sehingga memicu distorsi pelayanan dan kerugian pada konsumen,” pungkasnya.




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