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Laporan Keberlanjutan
Sustainability Report
Sesuai dengan laporan yang masuk, keluhan dan/atau pengaduan Based on the reports received, the complaints and/or grievances
yang diterima Perusahaan dalam 3 (tiga) tahun terakhir adalah received by the Company over the last 3 (three) years were as
sebagai berikut: follows:
Kategori Keluhan/Pengaduan 2024 4 2023 2022
202
Complaint/Grievance Category
Suplai 162.025 143.470 123.507
Supply
Non Suplai 36.027 37.476 121.741
Non-Supply
Jumlah 198.052 180.946 245.248
Total
Keluhan/Pengaduan yang Telah Selesai Ditindaklanjuti 100% 100% 100%
Number of Complaints Followed Up
Suplai : Air Mati, Air Kecil, dan Air Keruh
Non Suplai : Belum Terima Tagihan, Pipa Bocor, Tagihan Tinggi, Pendaftaran & Perubahan Alamat e-Billing, Pit Kran & Segel Dinas Rusak, Masalah Meter, Sambung Kembali,
Pindah Meter, Perubahan Premise, Balik Nama & Koreksi Nama, Salah Tarif, Koreksi Alamat, Masalah Galian, Masalah Pembayaran dan Kesulitan Bayar, Illegal Connection,
Refund, Cabut Total.
●Supply: No Water Supply, Low Water Pressure, and Turbid Water
●
Non-Supply: Haven’t Received Bill, Leaking Pipe, High Bill, Registration & Change of e-Billing Address, Broken Faucet & Seal, Meter Issues, Reconnection, Meter Relocation,
Premise Change, Name Transfer & Name Correction, Incorrect Tariff, Address Correction, Excavation Issues, Payment Problems and Difficulty Paying, Illegal Connection,
Refund, Total Disconnection.
PENGADUAN MASYARAKAT [OJK F.24] PUBLIC COMPLAINTS [OJK F.24]
PAM JAYA memberikan kesempatan kepada masyarakat untuk PAM JAYA provides an opportunity for the public to submit
menyampaikan pengaduan terkait persoalan sosial yang mungkin complaints concerning social issues that may occur in the operations
terjadi dalam operasi dan bisnis yang dilakukan. Pengaduan and business carried out. Complaints can be submitted through
dapat disampaikan melalui mekanisme Whistleblowing System the Whistleblowing System (WBS) mechanism or other complaint
(WBS) maupun saluran pengaduan lainnya seperti media sosial. channels such as social media. Throughout 2024, PAM JAYA did
Di sepanjang tahun 2024, PAM JAYA tidak mendapatkan adanya not receive any public complaints concerning social issues that
pengaduan masyarakat terkait persoalan sosial yang terjadi dalam occurred in the Company’s operations and business activities.
kegiatan operasi dan bisnis Perusahaan .
KEGIATAN TANGGUNG JAWAB SOCIAL ENVIRONMENTAL
SOSIAL LINGKUNGAN (TJSL) [OJK F.25] RESPONSIBILITY (SER) ACTIVITIES [OJK F.25]
Sebagai wujud nyata dari komitmen perusahaan terhadap tanggung To demonstrate the Company’s commitment to social responsibility,
jawab sosial, PAM JAYA mencanangkan dan melaksanakan berbagai PAM JAYA has initiated and implemented SER/CSR and Community
program TJSL/CSR serta Community Development (Comdev). Development (Comdev) programs. These initiatives are part of the
Inisiatif ini merupakan bagian dari kontribusi aktif Perusahaan Company’s active contribution to encouraging the resolution of
dalam mendorong penyelesaian berbagai permasalahan sosial social problems in the surrounding environment, empowering the
di lingkungan sekitar, memberdayakan masyarakat, membangun community, building a positive corporate image, and strengthening
citra positif perusahaan, serta memperkuat sinergi antar instansi synergy with agencies and/or other companies. As well as providing
dan/atau perusahaan lain. Selain memberikan dampak positif bagi a positive impact on the social and economic life of the communities,
kehidupan sosial dan ekonomi masyarakat, pelaksanaan CSR dan CSR and Comdev also demonstrates the Company’s support for
Comdev juga menjadi wujud dukungan Perusahaan terhadap the 17 Sustainable Development Goals (SDG) which are currently
17 Tujuan Pembangunan Berkelanjutan (TPB) atau Sustainable being implemented by the Indonesian government.
Development Goals (SDGs) yang tengah diimplementasikan oleh
pemerintah Indonesia.
Selama 2024, PAM JAYA telah melaksanakan 226 program CSR & During 2024, PAM JAYA carried out 226 CSR & Comdev programs:
Comdev dengan rincian sebagai berikut:
Laporan Keberlanjutan 2024 110 2024 Sustainability Report
