The Yogyakarta forum brought together priority customers and industry stakeholders to discuss pilotage and towage services, governance, operational challenges and opportunities for service improvements
PT Pelindo Jasa Maritim (PJM), a subsidiary of state-owned port operator PT Pelabuhan Indonesia (Persero), held a customer engagement forum in Yogyakarta to strengthen partnerships and gather feedback on its vessel pilotage and towage services.
The Region 3 Customer Engagement Sharing Session, held at The Malioboro Hotel, brought together company management, priority customers, strategic partners, industry associations, operators of private-use terminals (TUKS) and special-purpose terminals (Tersus), as well as other stakeholders.
The forum aimed to provide a platform for direct dialogue on customer experiences, operational challenges and service requirements, with the feedback expected to inform evaluations and improvements to service delivery.
Suhendra Ratuprawiranegara, commercial director of PT Pelindo Jasa Maritim, emphasized the importance of two-way communication between the company and its customers in building sustainable strategic partnerships.
The company said the engagement was part of its ongoing efforts to improve the reliability, responsiveness, safety and efficiency of pilotage and towage services while strengthening customer satisfaction.
The event also included a session on the implementation of governance, risk and compliance (GRC), led by Amy Purwa A., senior vice president and corporate secretary of PT Pelindo Jasa Maritim.
The session highlighted the company’s commitment to corporate governance, risk management and regulatory compliance, including the application of good corporate governance principles, the prevention of gratification, adherence to business ethics and the use of reporting mechanisms for suspected misconduct.
PJM also introduced its Customer Care 102 Pelindo service, an official communication channel through which customers can obtain information, submit feedback, lodge complaints and raise service-related concerns.
During the main customer engagement session, participants shared their experiences and perspectives on the company’s pilotage and towage operations, including challenges encountered in the field.
PJM said the feedback would serve as input for service evaluations, improvement initiatives and closer coordination among relevant internal units and stakeholders.
The company added that customer engagement remained an important part of its transformation efforts, in line with directives from Danantara, with open communication and consistent follow-up intended to strengthen customer trust and cooperation.
PJM said it would continue working to provide adaptive and competitive maritime services while supporting vessel traffic management, port operational efficiency and the development of national logistics connectivity.
The event concluded with a group photograph, the completion of customer feedback forms and an informal gathering among company management, customers and other stakeholders.
