This study aims to analyze the application of Grunig and Hunt's Two-Way Symmetrical Model of communication
in customer complaint services at Perumda Tirta Giri Nata Kota Cirebon. This communication model emphasizes
balanced and mutually beneficial two-way communication between organizations and the public. The study
employs a descriptive qualitative approach, with data collected through observation, documentation, and
interviews with customers. The results indicate that Perumda has successfully established a responsive complaint
communication system through both offline and online channels, such as direct service at the complaint unit,
Instagram, WhatsApp, and email. Complaint handling is conducted systematically and followed up by relevant
administrative and technical units, using a transparent and participatory approach. In addition, innovative
strategies such as complaint priority scales, pipe replacement programs, payment facilitation, and water supply
crisis management further reflect the application of symmetrical communication principles. The reciprocal
relationship and customer participation in the problem-solving process demonstrate the success of Perumda in
fostering ethical, open, and mutually beneficial communication. Therefore, the implementation of the Two-Way
Symmetrical Model at Perumda Tirta Giri Nata has made a positive contribution to improving service quality and
building customer trust.
Keywords: Communication Strategy, Customer Service, Responsiveness, Customer Satisfaction