589
Mareta, Consumer Rights Protection of Tangerang City PDAM Through Service Quality
The calculation of the average of expectation and perception of the indicators and dimensions
that inluence customer satisfaction show that there is a gap between the services expected and
the perceived services received Gap 5 from the PDAM of Tangerang City. Gap 5 in the igure
above shows that the disparities are based on
the recipient of the services consumer, which means that the assessment of service quality and
customer satisfaction completely in the hands of the customer. The occurrence of this gap indicates
that the quality of services that was provided by the PDAM of Tangerang City has not been in line with
expectations or needs of customers, resulting in customer dissatisfaction.
2. Consumer Rights Protection of Tangerang
City PDAM
Consumer protection laws are the overall principles and legal rules that regulate and protect
consumers in their relationship with the supplier of goods andor services and any problems arise
from that relationship.
15
Article 1, paragraph 1 on The Law number 8 the year 1999 on Consumer
Protection stated that consumer protection is every effort that guarantees the legal certainty of consumer
protections. The quality of service is not in accordance
with the expectations of consumers, causing dissatisfaction relecting that the consumer rights
have not been fulilled properly. Law Number 8 of 1999 on Consumer Protection has been set to
regulate the rights of consumers. The Protection of consumer rights by the PDAM of Tangerang City,
are as follows:
a. The Rights to Comfort, Security,
and Safety in Consumption of Goods andor Services
Based on the indings, it seemed that the provision of clean water by the PDAM
of Tangerang City was not in accordance with the standards required of them, where
the quality of the water is not clear, colorless and odorless; the distribution of water is not
smooth, the quantity of water is reduced and often stopped, as well as leakage in the
pipeline. In order to protect the interests of consumers, Article 8 of Law Number 8 Year
1999 includes the prohibition of businesses to produce and trade goods or services that
do not meet the required standard, such as in
the context water supply services provided
by the PDAM of Tangerang City.
b. The Rights to Correct, Clear, and
Honest Information About The Condition and Guarantee of The
Goods andor Services
Based on the results of the study, the consumer said that they have not received
clear information on products and services, as seen from the unavailability of user manuals
or lealets about the service information. Article 8 of Law number 8 the year 1999
banned incorrect and inaccurate information which are misleading the consumers in
accordance with the consumer rights to correct, clear and honest information about
the condition and guarantee of the goods and or services.
c. The Rights to be Heard when Having
Opinions and Complaints on Goods andor Services Provided
In response to the problem of service quality, there are consumers complain
directly to the PDAM. According to the research, consumers felt that the oficer was
not quick and responsive in dealing with
customers complaints. The assortment of media for customer complaint provided by
the PDAM, such as through the Call Center, SMS, phone, email, or customers direct visit
to the central ofice to directly report their complaints. Steps taken by the complaints
15
A.Z. Nasution, 1995, Konsumen dan Hukum, Pustaka Sinar Harapan, Jakarta, p.69.
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MIMBAR HUKUM Volume 28, Nomor 3, Oktober 2016, Halaman 583-595
resolution department of the Tangerang City PDAM is through non-litigation, and
the settlement of dispute never reach the court because the PDAM always try to
resolve customer complaints either about the technical problems leaking pipes, water
meter and non-technical administrative issues.
d. The Rights to Get Advocacy, Pro-
