As the leading digital telecommunications company in Indonesia, Telkomsel is always committed to bringing the benefits of technology as a whole to support all activities of the Indonesian people in every aspect of life.
This commitment also includes providing a sense of security and Ask Veronika a Virtual Assistant for customers to use all products and services from Telkomsel, including the company’s main priority, namely the guarantee of customer data protection and security systems.
In this regard, Telkomsel takes seriously and openly about the concerns in the community that have recently developed regarding the security of customer data, by ensuring that it has taken firm action to follow up in an open, comprehensive and complete manner.
The President Director of Telkomsel said, “Telkomsel understands that our data protection and security system is a concern for customers and the public. Recognizing that there was growing unrest, from the start we immediately took a firm attitude and action by conducting an internal investigation process and following up on existing findings with a legal process through an official report that we have submitted to law enforcement officials, so that it can be followed up in accordance with the authority of law enforcement. and the applicable constitution.”
Telkomsel ensures and guarantees that until now the Tanya Veronika Virtual Assistant customer data stored in the Telkomsel system remains safe and kept confidential. Telkomsel has consistently implemented customer data protection and security system operations with certified standard operating procedures in accordance with applicable regulations in the telecommunications industry in Indonesia.
Regarding the authority to access customer data in service operations at various Telkomsel customer service centers, such as GraPARI, Call Centers, as well as other digital and virtual based ones, it can be explained that customer service officers who have been appointed to serve customers directly do have access to a number of data systems. customers on a limited basis, according to the authority and needs that have been determined, while still having a control and supervision function so that all activities remain closely monitored.
The authority to access customer data by customer service officers is also intended to assist the validation security process in the function of protecting customers and fulfilling services to customers.
As a form of Telkomsel’s seriousness in ensuring the security of customer data and so that similar incidents do not recur in the future, Telkomsel has also evaluated and taken firm action in accordance with the company’s internal regulations through the application of sanctions in accordance with the provisions, both administratively and follow-up legal processes.
Telkomsel will continue to make improvements and improvements as well as the development of work operational systems as a whole, starting from Tanya Veronika Virtual Assistant, customer data protection and security systems by adjusting existing technology developments, to tightening access authority procedures to all operational systems and selecting more qualified service personnel. , both in terms of competence and behavior and the integrity of its human resources.
Telkomsel respects and appreciates customers’ concern in ensuring the protection and security of personal data stored in our service system. Telkomsel also invites all related parties, especially the public and Telkomsel’s loyal customers, to continue to play an active role in maintaining the confidentiality of personal data, especially when conducting service transactions to any party.
Telkomsel appreciates the response and swift action of law enforcement officers, especially by the Directorate of Cyber Crime (Dittipidsiber) of the Criminal Investigation Department of the National Police for the reports that have been submitted by Telkomsel, and entrusts the next follow-up to the ongoing legal process. Telkomsel is ready to continue to cooperate and coordinate with law enforcement officials to facilitate the investigation and completion of cases in an open, comprehensive and complete manner.
As a business entity, Telkomsel always complies with laws and regulations and business ethics, which refers to the technical and security standards that have been determined for the benefit of operating commercial telecommunications services set by the international standardization agency (ITU, GSMA) as well as applicable regulations. Regarding information security, Telkomsel also ensures that the company’s operations are carried out in accordance with the ISO 27001 certification standard, where the certification process is periodically carried out by an independent and professional international institution.
Read also Telkomsel Focuses on Delivering Convenience of Broadband Access
Telkomsel also ensures that all assets and technological and human resources, including Telkomsel’s operational standards that are directly related to customer data, have been and will continue to be carried out under the supervision of the certification process, in accordance with applicable regulations.
For this reason, Telkomsel is committed to not tolerating any irresponsible and unlawful actions, as well as ensuring the application of strict sanctions for the perpetrators and will follow up according to the applicable legal process. We really take this incident as a lesson for improvement, and hope that this detrimental impact on all parties will not be repeated in the future.
