Tanggungjawab Penyelenggara Telekomunikasi Terhadap Konsumen Atas Kerugian Gangguan Jaringan Internet

Abstract

This study aims to analyze the role and liability of telecommunications providers for consumer losses resulting from internet network disruptions and to examine the measures taken by CV. Hazka Gemilang Mitra KHS PLN ICON PLUS in addressing such losses. The research employed an empirical juridical approach with a descriptive-analytical nature. Data were collected through interviews, observations, and documentation and subsequently analyzed qualitatively using the Miles and Huberman model. The findings reveal that CV. Hazka Gemilang Mitra KHS PLN ICON PLUS is responsible for maintaining service quality, ensuring network infrastructure maintenance, handling service disruptions, and providing customers with information and compensation in accordance with service agreements and applicable regulations. The percentage of customer complaints declined from 50% in 2023 to 30% in 2024 and further decreased to 20% in 2025, indicating improvements in service quality. Consumer losses are addressed through internal complaint mechanisms, identification and repair of network problems, transparent communication, and compensation for prolonged disruptions. Most disputes are settled amicably through deliberation, while unresolved cases may be pursued through the Consumer Dispute Settlement Agency (BPSK) or the courts. Therefore, the implementation of the provider’s responsibilities demonstrates legal protection for consumers as stipulated in Law Number 36 of 1999 concerning Telecommunications and Law Number 8 of 1999 concerning Consumer Protection.