IPB University Consumer Science Expert: Problematic Fuel Cases Can Undermine Public Trust
The case of motorcycles stalling in a number of areas, suspected to have occurred after refueling with a certain type of fuel, has sparked widespread reaction and concern among the public. In addition to causing losses to motorists, this incident raises serious questions about the quality and supervision of fuel distribution.
According to Professor Megawati Simanjuntak, a Consumer Science and Marketing expert at IPB University, this issue is not only about the technical aspects of fuel but also has the potential to affect public trust in national energy management institutions.
“From a consumer behavior perspective, this case is highly sensitive. Fuel is a daily necessity used by almost all segments of society. Even a minor disruption can trigger a swift public reaction, especially if it causes vehicles to break down,” she said.
According to Prof Megawati, minor disruptions in mass-used products can create a domino effect on public trust.
“Initially, the public may only doubt the product. However, in the long term, this could develop into distrust of the institution. Especially if communication from the institution is not conducted openly, it could reinforce public doubt,” she explained.
Responding to the policy requiring proof of purchase (receipt) for the compensation claim process, Prof Megawati assessed that the mechanism is reasonable from an administrative standpoint, but not yet fully ideal in practice.
“Most consumers are not accustomed to keeping fuel purchase receipts, especially if the transaction is made in cash. As a result, consumers who are actually harmed are unable to file claims. Ideally, there should be other options so that the principle of consumer protection is maintained,” she said.
Furthermore, she highlighted that economically vulnerable groups, such as online motorcycle taxi drivers, are the most affected in this case. “They are very dependent on vehicles to earn their daily income. Therefore, in situations like this, companies and the government need to be more responsive,” she said.
Prof Megawati emphasized the importance of an emergency response mechanism, such as a complaint center at gas stations or an easily accessible official complaint channel.
“The claim and compensation process should not be difficult for the public. On the other hand, the government also needs to strengthen its supervision so that cases like this are handled fairly and quickly,” she said.
Going forward, Prof Megawati believes that open and empathetic communication is key to maintaining public trust. “The public needs honest explanations supported by reliable data. In addition, communication and complaint channels must be clear and easily accessible so that the public feels protected,” she said.
She also reminded public officials to be cautious when making statements during a crisis. “One insensitive statement can exacerbate the situation and lower public trust. Communication should be based on verified data using calming language, not defensive language,” she concluded. (Fj) (IAAS/FMT)
