STNK Inspection by CSS, PT JSM Apologized for the Misconduct

1/24/2020 8:25:38 AM

PT JASAMARGA (Persero) Tbk


No. 08/2020 Dated January 23, 2020


STNK Inspection by CSS, PT JSM Apologized for the Misconduct

Surabaya (1/22) - Responding to the circulating news on the detainment of Vehicle Registration Certificate (STNK) by a Customer Service Supervisor (CSS), PT Jasamarga Surabaya Mojokerto (JSM) confirmed that the incident occurred at Warugunung Toll Gate in Surabaya direction of Surabaya-Mojokerto Toll Road on Saturday (1/18) at 8.44 p.m.

This is the chronology: grey Ertiga with the plate number L 13** RM entered Toll Booth 8 of Warugunung Toll Gate with a lack of electronic money balance.  CSS named Suheirman requested the driver to perform a top up, but the driver refused and borrowed an electronic money from the vehicle behind him.

Surabaya-Mojokerto Toll Road implemented a close transaction system in which drivers pay a toll tariff according to the distance. The toll tariff will be calculated based on the data on the entrance toll gate (tap in) and the exit (tap out) and, therefore, the drivers need to use the same electronic money during transaction. Lending electronic money to other vehicles is strictly not allowed in this close system.

During tapping, the transaction was successful, but the borrowed electronic money cannot be used due to the lack of tap in data.

Because of the long vehicle queue at Toll Booth 8, the officer instructed the driver to step his vehicle aside and requested his STNK for data to secure the vehicle which has crossed over the crossbar.

Even though the officer's intention was merely to hold the STNK as a guarantee, but it broke the Standard Operational Procedure (SOP). The incident was thus recorded in the Internal Corporate Record in which the officer was reinstructed and transferred to a different department for better competence and service.

PT JSM apologized for the inconvenience that occurred from the incident. PT JSM also advised travelers to ensure a sufficient electronic money balance before entering the toll road, securing it both during the tap in and tap out transaction.

For more information, please contact:
1. Roy Ardian
President Director
PT Jasamarga Surabaya Mojokerto
Jl. Raya Taman Plaza Tol Waru 1 & Ramp
Sidoarjo 61257

2. Dwimawan Heru
Corporate Communication & Community Development Group Head
PT Jasa Marga (Persero) Tbk.
Plaza Tol Taman Mini Indonesia Indah
Jakarta 13550
Tel. (021) 841 3526 / ext. 117/118

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