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Jakarta Post

Jakartans file complaints but get no clue on follow-ups

  • A. Muh. Ibnu Aqil
    A. Muh. Ibnu Aqil

    The Jakarta Post

Jakarta   /   Sun, September 1, 2019   /  11:25 am
The Jakarta Post Image
Complaint handling app Qlue shown on a smartphone on Feb. 1, 2017. (JP/Ricky Yudhistira)

Amid all the new channels for residents to lodge complaints or offer ideas to the Jakarta administration, complaint handling app Qlue remains their top choice, although confusion may be growing over how the complaints are being tracked.  Managed by the Jakarta Smart City (JSC) unit in the city administration, Qlue was introduced by then governor Basuki “BTP” Tjahaja Purnama in 2014 in a bid to better serve residents. Through the app, residents would only need to file complaints related to public services for them to be sent to the relevant working units. Besides Qlue, JSC also oversees all other complaint channels, namely the administration's official Facebook and Twitter accounts, the "Balai Warga" section of, email address [email protected], an SMS hotline at +628111272206 and the LAPOR! (report) SMS at 1706. Offline chann...