Kapasitas PT. Jasa Raharja dalam Menangani Pengaduan Masyarakat yang Mengalami Kecelakaan Lalu Lintas (Studi pada Manajemen Pengaduan Masyarakat dalam Pemberian Santunan Kecelakaan Lalu Lintas di Provinsi Sumatera Utara)

Abstract

The problem of increasing population in Indonesia every year can lead to an increase in the number of traffic accidents. The number of traffic accidents in Indonesia is a very serious problem. The government is trying to handle traffic accident cases in Indonesia, through the provision of accident compensation in accordance with Laws No.33 and 34 of 1964. One of the efforts that the Indonesian government has made is to provide insurance funds to PT Jasa Raharja to be managed in handling compensation for people who experience accidents. PT Jasa Raharja is an insurance company that provides protection for victims of traffic accidents in Indonesia. PT Jasa Raharja is a State-Owned Enterprise with the legal basis of Government Regulation No. 8 of 1965 concerning the Establishment of State Company Djasa Rahardja Loss Insurance. The existence of limited human resources in handling public complaints who want to make accident compensation claims and at PT Jasa Raharja North Sumatra Branch is the main problem and has an impact on the level of capacity in handling public complaints by PT Jasa Raharja North Sumatra. The method used in this research is a descriptive method with a qualitative approach. Data collection techniques with primary data collection in the form of interviews and field observations, and secondary data collection in the form of documentation and literature studies. The research informants consisted of compensation administration service staff, head of the compensation administration Subdivision and the community. The results of this study indicate that the capacity of PT Jasa Raharja North Sumatra Branch in handling public complaints is not optimal where the clarity of public complaint management is still unclear. Time certainty is not optimal, there are still complaints from the public in the submission process the community feels waiting for a long time. In this case, the lack of human resources in the implementation of socialization to the public regarding accident compensation and handling complaints from people who want to claim accident compensation is still an obstacle.