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Jakarta, July 19, 2025 — PT XLSMART Telecom Sejahtera Tbk (XLSMART), through its brand Smartfren, remains committed to becoming a customer-focused telecommunications service provider. Smartfren is once again strengthening its service by providing a range of convenient support channels for customers, while guaranteeing that every enquiry and complaint is addressed swiftly and effectively. This initiative reflects Smartfren's continued efforts to understand and address each customer's specific requirements.

Rochelle Camasosa, Head of Customer Success at XLSMART, stated, "We remain committed to being a telecommunications service provider that is close to our customers. Responsive and accessible service is essential and by providing a variety of accessible support channels, we want to ensure that every customer enquiry or complaint whether regarding our products, services, or technical issues is addressed swiftly, accurately, and efficiently. This initiative highlights our commitment to understanding our customers and providing the best solutions."

Smartfren recognises the value of responsive and accessible customer service. As a result, Smartfren continues to innovate and expand its communication channels, allowing consumers to contact the Smartfren Care team via the platform that most suits their needs whether for product information, service enquiries, or technical issues.

Currently, Smartfren provides customers with a variety of options for seeking support or submitting complaints, allowing them to select the method or channel that best meets their preferences:

1. Smartfren Call Center

For direct assistance, customers can contact the Smartfren call center via:

• 888 (from a Smartfren number)
• 08811223344 & 021-50100000 (from other numbers)

2. Live Chat with Sarah (Website & MySmartfren App):

Sarah is Smartfren CAre’s virtual assistant Responsive, Active, and Helpful ready to assist via integrated Live Chat services:
 

• Via Smartfren Website:
  
   
  • Visit smartfren.com.
  • Click the "Sarah" icon in the bottom right corner.
  • Enter your name and phone number to be connected
  • Ask your questions or share your complaint, and Sarah will respond immediately or escalate to the Smartfren Care team if more complex handling is required.
• Via MySmartfren App:
  
   
  • Download the MySmartfren app from the Play Store or App Store.
  • Open the app and go to the “More” menu at the bottom right.
  • Click “Live Chat”.
  • You’ll be instantly connected with Sarah, who will respond or escalate the matter as needed.

3. Official WhatsApp - Smartfren Care

Customers can also connect with Sarah via Whatsapp:
 

• Click s.id/hubungi-Smartfren or message 0888 1212 888
• You’ll be connected to the official Smartfren Care WhatsApp, where Sarah will assist you directly

4. Direct Messages (DM) via Smartfren Care Social Media

For social media based support, send a DM to Smartfren Care’s official accounts:
 

• X (Twitter): @smartfrencare or visit https://x.com/smartfrencare
• Instagram: @smartfrencare or visit https://www.instagram.com/smartfrencare
• Facebook: smartfren or visit https://www.facebook.com/smartfren/ 

5. Nearest Smartfren Gallery

Customers who prefer interaction in person should visit their nearest Smartfren Gallery to receive direct assistance from our professional team. Visit https://www.smartfren.com/connect-with-us/support/galeri/ to find the nearest location.

With these various options, Smartfren ensures that every customer can easily connect and receive the finest solutions for their service and product needs.