In keeping with the application of the corporate culture, ProCise, one element of which is Service Excellence, the Company has established a customer complaints and information center known as the Gas Contact Center, which deals with inquiries and complaints from customers and the public alike. The Gas Contact Center can be reached by phone on 500645, or by email at firstname.lastname@example.org, and operates 24 hours a day, 7 days a week.
Any general inquiries about PGN are dealt with directly by a Contact Center Agent, while complaints are forwarded to the person or department authorized to handle them, and are dealt with within no more than 24 hours of receipt. All complaints and inquiries are recorded in the Contact Center database. The Contact Center is a centralized unit in the Head Office and is integrated with the Company's three Strategic Business Units in Jakarta, Surabaya and Medan.