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Complaints on public service delivery continue to increase: Ombudsman
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People line up to renew vehicle registration documents at the Jakarta Police headquarters in Jakarta on Jan. 5. (JP/Seto Wardhana.)
T
he Indonesian Ombudsman has recorded a continuous increase in complaints about the delivery of public services, showing that people are no longer reluctant to report poor services to the responsible authorities.
Ombudsman commissioner Ninik Rahayu said her institution had received complaints on public service delivery from almost 11,000 people in 2016, up from nearly 6,000 reports in the previous year.
“As of March, we received almost 3,000 reports. We really appreciate Indonesian people not hesitating anymore to report public service-related matters,” she said as quoted by kompas.com on Monday.
Ninik said land matters ranked top of the complaints, followed by cases related to local administrations, such as people’s rights to education and health care. The police’s work performance ranked third among public services with the highest number of complaints.
“The complaints covered various issues, starting from flawed processes in obtaining SIM [driver’s licenses] and renewing STNK [vehicle registration fees] to slow police responses to public reports they received,” said Ninik.
Meanwhile, public complaints on judicial institutions accounted for 20 percent of the total reports.
Ninik said people filed complaints with the Ombudsman because of poor responses from the relevant institutions. “We do hope all government institutions, which use state funds, can respond to the complaints of the people,” she said. (dis/ebf)
