1,000 (one thousand rupiahs) per customer and the third-party will pay the bills collectively at the counters on behalf of the customers. According to them, by employing a youth organization or individual, they don’t have to pay directly at the counter which will save money up to IDR 3,000,- (three thousand rupiahs) The in transparency of information on water usage calculation including the maintenance cost paid by the customers each month. The women complain about the high water bill each month despite the fact that they are still using well water for washing. PDAM did not inform the customer directly when the water is shutdown by PDAM from 04.00 to 16.00 o’clock. Due to this situation, not infrequently the children have to go to school without taking a bath and the housewives are unable to wash and cook. The customers demanded that should PDAM perform a blackout rotation, a notification was announced to the community such as through mobile vehicle or through a letter directly to the customers. The reliability and the responsiveness of PDAM staff is still lacking since complaints on the occurrence of bill error (high payment) and the inconsistent meter number were never responded and there is no detail information from PDAM so that the customers can only obtain information from obscure sources. When a technical problem occurred, for instance, the water meter is damaged, leaked pipe, leaked or damaged distribution pipe, broken tap, the customers can only inform the meter officer. In general the customers did not directly submit their complaint and most of the complaint form were filled directly by the staff and not by the relevant customers. The staff reliability in reading water meter is highly doubted by the FGD participants and they are considered uncommunicative in responding to complaints so that the customers felt that the water consumption paid each month is not the actual consumption.
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