KAI Services Addresses Customer Data Breach with Comprehensive Action

Meeting with Affected Customers

PT KAI Services held a meeting with customers whose personal data was misused on January 9, 2026. The company's management, led by Director Ririn Widi Astutik, met with the affected passengers to address their concerns and provide explanations about the measures being taken. The customers requested several actions from KAI Services, including: a formal written statement acknowledging the data privacy violation, written clarification on the SOP for managing and overseeing customer data, confirmation of internal actions taken against the responsible parties, explanation of systemic improvements to prevent similar incidents, and commitment to protecting customer data as part of their public service responsibility.

Actions Taken by KAI Services

As a responsible company, KAI Services has taken several steps to address the issue. The management has imposed disciplinary sanctions on the employee involved and is conducting an intensive investigation. The company has also conducted an internal evaluation of their data access system and provided re-education to frontline personnel about the Personal Data Protection Law (UU PDP). KAI Services has committed to tightening their supervision to prevent similar incidents in the future.

Commitment to Data Protection

Manager Corporate Communication KAI Services, Nyoman Suardhita, emphasized that protecting customer data is a top priority. The company is committed to providing safe and responsible public services. KAI Services has apologized for the incident, which does not reflect the company's values and is considered a privacy violation that cannot be tolerated. The company appreciates the feedback from the public and is committed to continuous improvement in their services.