Editor’s Note
- Customer criticism of Tirtanadi leads to opaque water rates
- Customers file complaints through the Tirtanadi branch’s complaint channel
- Tirtanadi must improve the branch’s complaint system
Customer criticism of Tirtanadi leads to opaque water rates
PDAM Tirtanadi’s services are once again the subject of intense criticism from customers, in the run-up to the planned adjustment of clean water rates, which has not been transparently explained to the public.
In addition to the tariff plan, customers complain about disruptions in water distribution, water quality and quantity, complicated procedures for new installations, and outstanding payments for old plots that burden new customers.
Customers file complaints through the Tirtanadi branch’s complaint channel
Several customers reported that they had filed complaints through the PDAM Tirtanadi branch’s complaint channel, but the problems were not resolved.
“Complaints are simply being registered without further follow-up. This forces many consumers to resort to official channels, such as the Medan Consumer Dispute Resolution Office (BPSK),” said Padian Adi S Siregar, head of the Institute for Consumer Interests and Protection (LAPK), in an email received on Friday, January 23, 2026.
The new installation procedure is considered complicated and confusing, with numerous document requirements and unclear additional fees. Furthermore, the policy of passing on previous payment arrears to new customers creates injustice, as new customers should not be responsible for the obligations of the previous party, or at the very least, if they do pay, there should be a fair procedure.
Tirtanadi Must Improve Complaint Handling at Branches
Consumers emphasized that PDAM Tirtanadi, before implementing the tariff adjustment, must improve its complaint handling at its branches to ensure prompt and thorough responses to complaints, simplify the installation process for new customers without burdening potential customers, address outstanding payments for existing connections to avoid disadvantaging new customers, and transparently explain the tariff adjustment plan to the public.
To date, PDAM Tirtanadi has not issued any official statement regarding customer complaints or tariff adjustment plans, clearly demonstrating the company’s commitment to measurable service improvements.
“Customers expect a comprehensive evaluation and concrete improvements to ensure a more professional, transparent, and equitable supply of clean water,” Padian said. ***obs
