TEMPO.CO, Jakarta - The commission head of Jakarta Ombudsman Teguh Nugroho received many public complaints against Kereta Commuterline Indonesia (KCI) due to its service during the electronic system repairment on July 21-23.
The complaints were sent through WhatsApp application. “So, we initiate to examine KCI director today,“ Teguh told Tempo today, July 24.
According to Teguh, the criticism was related to the lack of socialization regarding the system repairment. Instead, it was merely on the changes of the railway ticket card Kartu Multi Trip (KTM) series 1001 to the new one.
“The announcement regarding the manual ticket on late Saturday and early Monday is not detailed,” Teguh mentioned the complaints.
The officers were also slow to respond the queue passengers during peak hour. “The other [complaint] is the certainty on when the system update will last,” Teguh added.
Passengers also lamented the obscurity of the system plot and personnel as well as the inspection of the paper-based ticket which was different from one to other stations.
According to Teguh, many workers were disadvantaged due to KCI negligence considering they were late for work and no service post, from which they could get a reference, was provided.
KCI spokesperson Eva Chairunisa said the electronic payment system had returned to normal since Monday, July 23, as the repairment was completed at 11:00 am. “Starting yesterday, it’s back to normal,” she said on Tuesday, July 24.
Eva admitted she got many complaints from the commuter line passengers while lining to purchase the paper-based ticket. The queue was reportedly long and took a lot of time.
IRSYAN HASYIM