Product Safety

As one of our values, 6C: Customer Focus, Pertamina has put customers as the strategic stakeholder. Pertamina therefore is always committed to providing the best services to the customers by ensuring their safety while using the products and facilities of Pertamina.

In 2019, Pertamina started operating a new service, “Call Center 135”, and completed the digitalization of 2,975 gas stations out of 5,518 gas stations. Commitment to meet service excellence for the customers is realized with respect to Law No.5 of 1999 concerning Anti-Monopoly and Anti-Thrust Practices; Law No.8 of 1999 concerning the Consumer Protection. Customer service becomes the responsibility of Customer Care Function which presents periodical reports on business performance to the Board of Directors.

Besides, Pertamina also guarantees the customer service in term of use of Pertamina’s products, including products widely used by the public. Pertamina therefore guarantees all (100%) of production process, products of the Company and the development, to have passed the quality, health, safety, security and environmental (QHSSE) check to assure the product impact to the customer safety and security.

Below are some initiatives taken to ensure the customer safety and security:

1. In sales of fuel operations, the Company installs warning signs at the gas stations, to prevent incidents that may endanger the safety of customers. 
2. In terms of using LPG, Pertamina periodically conducts retesting at the retester units to ensure that the cylinder is in good condition. According to the LPG cylinder regulation from the Directorate General of Oil and Gas Number 26525.K/10/DJM.T/2009, LPG cylinder can withstand gas pressure up to more than 24 bar, while the average pressure on the cylinder is only 8 bar, therefore the cylinder has been designed to withstand leakage. The Company also complements the red marker on LPG cylinders as an indicator of flammable hazard, according to the provisions of the American National Standards Institute (ANSI) or the National Fire Protection Association (NFPA).
3. To protect the safety of consumers who use lubricants, the Company through PT Pertamina Lubricants has certified all lubricant products with the Indonesian National Standard or SNI. With this standard, the Company has complied with the provisions in the Regulation of the Minister of Industry Number 25 of 2018, concerning Compulsory Enforcement of Indonesian National Standard for Lubricants.