PERLINDUNGAN KONSUMEN BAGI PENGGUNA JASA KARTU PRABAYAR PADA PT TELKOMSEL (Suatu Studi di PT Telkomsel Kendari)

Abstract

The objectives of this study are: (1) to examine the implementation of consumer protection for users of Telkomsel prepaid card services in Kendari, and (2) to identify the inhibiting factors in the protection of these consumers. The research was conducted at PT Telkomsel Kendari, selected because Telkomsel is one of the leading cellular service providers in Kendari and there are consumers who suffer losses and face difficulties in obtaining compensation, such as uncredited prepaid credit despite successful top-up transactions, damaged SIM cards, failure to enjoy purchased service packages, and unexplained deductions of prepaid credit. The data were collected through observation, interviews, and literature study. The findings indicate that the implementation of consumer protection for prepaid card users at PT Telkomsel Kendari is not yet optimal, as consumers still frequently experience service problems and obstacles in obtaining compensation, and do not fully receive their right to clear information. The inhibiting factors include consumers’ lack of knowledge of the Consumer Protection Act, limited socialization by the company regarding consumer service mechanisms, unclear information provided to consumers, difficulty in contacting Telkomsel customer service, and the ineffective functioning of consumer service facilities.