O

f all the capital’s available complaint channels managed by the Jakarta Smart City (JSC), complaint handling app Qlue remains the go-to channel for those who want to lodge their complaints with the city
administration.

The JSC oversees seven complaint channels, namely the administration’s official Facebook and Twitter accounts, the “Balai Warga” section of jakarta.go.id, email at dki@jakarta.go.id, an SMS hotline at +628111272206, LAPOR! SMS at 1706 and Qlue.

All district offices also record complaints in person, of which the office’s employees will input data into the JSC’s citizen relationship manager (CRM) system that aggregates the data for analysis.

“Most complaints are lodged through Qlue,” JSC complaint system manager Rahan Rama told The Jakarta Post on Wednesday.

For Example, in August Qlue received the most complaints at 6,226, followed by complaints in person at district offices (191), via email (82), twitter (64), the SMS hotline (52) and Facebook (29).

Rama said jakarta.go.id was under maintenance so it could not record complaints yet.

Despite the number of channels available for lodging complaints, which might appear to be unnecessarily large, Rama said the main principle for maintaining multiple channels was to broaden access for residents.

“For example, if someone has a Twitter account, why should they use Qlue when they can lodge their complaint through the @DKIJakarta Twitter account,” Rama said.

“For those who do not have electronic gadgets, they used to have to go to City Hall, but now they can go to the nearest district office,” Rama added.

Responding to critics who say that the complaints are not responded to quickly, Rama said it depends on the number of complaints they receive.

He added that residents could also access BERiDE at Jakarta.beride.id, which complements Qlue, where instead of just lodging complaints, users are expected to contribute their ideas on the city’s development.

Qlue user Anthony Dermawan, 20, said Qlue was his go-to channel whenever he wanted to lodge a complaint with the city administration.

“I always use Qlue because it is easy to use and the responses are usually quick,” Anthony told the Post.

He said he had once tried to use the SMS hotline when he wanted to tell the administration about a damaged road on Jl. Taman Semanan Indah, Duri Kosambi, Cengkareng, West Jakarta.

“I tried the hotline but nobody responded. I don’t know if it’s even active or not,” he said.

Anthony said he had been an active Qlue user since 2016, although he once had to create a new account because he could not log into his old one.

He said complaints lodged through Qlue recieved quicker responses under the previous administration than the current one.

According to Rama, the difference in the response time might be because of the use of the CRM. Under the CRM system, all complaints lodged through Qlue must be recorded in the system before being forwarded to the relevant working units.

A resident of Sunter, North Jakarta, Rio Gunawan, 30, tried to lodge a complaint through the @DKIJakarta Twitter account after finding information on official complaint channels on social media.

On Tuesday morning, Rio tweeted “Illegal shacks return in green spaces on the riverside on Jl. Agung Jaya 1, Sunter Agung, North Jakarta. The illegal shacks were used for bathing, washing and toilet use, and the waste was dumped directly into the river.”

“I haven’t made any reports yet, previously I relied on Qlue,” he said, adding that this was the first time he had used channels other than the complaint handling app, which he had uninstalled because of the slower response times when compared to the previous administration.