Plasa Telkom Health, safety and security at Work “k3”
BIllIng, payment and cOllectIOn
We use a periodic billing system designed speciically to suit our products and customer segments. Our customers
can choose from diferent type of payment, from direct cash payments at the nearest Telkom counter, to auto
debit, credit card, bank transfer for corporateOLO customers, ATM, mobile banking, internet banking and
others Flexicash, Mcash, or Tcash. To enhance service to customers, Telkomsel has
implemented a new billing system to provide greater convenience for customers. This system changes our
billing base to an Online Charging System ”OCS”, which will be applied for both prepaid and postpaid products.
Under this new system, customers will be able to opt for a payment method that suits their needs.
Previously we used a periodic billing system in line with our product and customer segment characteristics that
was centralized, accurate and standard across all regions. kartuHALO postpaid customers receive monthly bills
based on: i total minutes of usage for cellular services; ii value added services that are chargeable over a
speciied period; and iii subscription fees for basic and other services.
Bills can be paid directly through the cash tellers at our Gerai Halo and GraPARI outlets, or via ATM, phone banking,
internet banking, mobile banking, collecting agents or auto debit. kartuHALO subscribers can pay their bills via
automatic debit from participating credit cards, or by cheque, cash, or by direct deposit through phone transfer
or over-the-counter facilities at most post oices as well as banks that have an agreement with Telkomsel.
management of customer receivables
Our Payment and Collection Unit manages payments from customers, which are categorized by customer
service management concept and product segment. Customer payments are managed by the Telkom Revenue
Management System “TREMS”, which has a security deposit “SD” menu. For customers who intend to
unsubscribe, our policy is to charge a deposit, the amount of which is based on warm usage in the current month
plus the subscription fee, or the amount of the bill if the service was calculated at a lat rate and not based on
usage. The deposit is cleared when the bill for the following month is issued. We will refund any overpayment or bill
any underpayment of the deposit paid by the customer. For late payments, each business unit in the Consumer
Directorate and Enterprise and Wholesale Directorate has its own rules on sanctions for customers who do not
fulill their obligations to Telkom according to the contract between the customer and us. Sanctions may include ines,
the amount of which are determined in the regulations or the contract, or suspension of services. We send electronic
billing statements to customers by email and printed billing statements or invoices are sent by courier mainly
for corporateOLO customers. Telkomsel’s mechanism for collecting outstanding
payments is as follows. If payment is not received by the due date of the bill, Telkomsel will suspend incoming calls
to the customer. If payment is not received within two months after the due date, the customer’s number will be
blocked. Telkomsel will continue to seek payment from the customer and may request the assistance of a debt
collection agency. After an account is terminated, the customer can re-
subscribe only after settling all arrears and completing a new application for cellular services. Telkomsel does not
charge any late fees or interest on overdue accounts.
tarIffs and IntercOnnectIOn cHarges
We set our telecommunications tarifs in accordance with government regulations. The Government divides
tarifs into two categories: tarifs on the provision of telecommunications services and tarifs on
telecommunications networks. Telecommunications operators can determine the prices they charge and
compete freely with each other, subject to MoCI regulations. Our business units can also adjust the prices
of the services they provide based on speciic guidelines from our Board of Directors.
PT Telkom Indonesia, Tbk. 2011 Annual Report Moving Forward Beyond Telecommunications