The Indonesian Ombudsman has opened up the National Public Service Complaint Management System, also known as the People’s Online Aspirations and Complaints Service (LAPOR), to tourists and foreigners. The system has been in place for Indonesian citizens for a long time, but now the service is more easily accessible for tourists to formally submit their feedback and complaints directly to government departments.
The Head of the Ombudsman Representative for the Republic of Indonesia (ORI) for the Province of Bali, Ni Nyoman Sri Widhiyanti, told reporters that the forum enables tourists to be heard and ensures that the relevant authorities act in the best interests of citizens and visors. Widhiyanti said, “because Bali is a bit different, and there may be a lot of complaints from foreigners who feel there is a need for service for them. This is what we are trying to capture in 2023.”
In 2023 Indonesia will begin preparations for the 2024 general election. Widhiyanti said that teams would work to ensure that political activities and a new or renewed government would not interfere with the smooth running of the service.
He said, “We hope that public services will not be disrupted by the process of this political year. Moreover, public service providers are state civil servants (ASN), so we expect all to be neutral and focused as bureaucrats serving the community”.
Jangan lupa sampaikan laporanmu dengan baik dan benar dan lampirkan bukti dukungnya agar mudah ditindaklanjuti oleh Instansi yang berwenang.— LAPOR! 1708 (@LAPOR1708) January 9, 2023
“Berani LAPOR! Untuk Pelayanan Publik yang Lebih Baik”#lapor1708 #kanallapor #pelayananpublik pic.twitter.com/r7PJAjEtA5
The LAPOR service is available for use as a website and as an app. The service can be used in all languages as translated by Google Translate. The service allows for foreigners to lodge formal complaints, feedback, and aspirations (improvements) for government-funded services. This included feedback for provincial and regency governments, the Ministry of Foreign Affairs, the Ministry of Tourism and Creative Economies, and the Ministry of Law and Human Rights.
Bali Province received 850 reports in 2022. Most of the reports were directed toward the regional government offices and complaints regarding transportation, infrastructure, education, and the environment. The LAPOR Service was formally launched as an online service in 2019 and has undergone several improvements over the last three years. LAPOR operators are now actively promoting the service to the public.
LAPOR was set up to create a one-stop shop to centralize all complaints and feedback for government offices and services. The idea behind the service is to “realize the ‘no wrong door policy’ which guarantees the public’s right that complaints from anywhere and of any type will be channeled to public service providers who are authorized to handle them,” according to the LAPOR website.
The process of submitting a report to the LAPOR Service is simple. Those wishing to file a report must open the form on the desktop site or within the mobile app. The form requires citizens to select the report classification, either complaint, aspiration, or information request. The report must be given a title written up before selecting the date of the incident and relevant locations. Before submitting, the report must be assigned to the relevant department and category.
There is the option to upload accompanying files, and the report can be submitted anonymously and kept confidential. If the report is not submitted as confidential, the authorities reserve the right to publish the report and the feedback in the name of public interest.
Once the report is written up and submitted, the file will be verified by the LAPOR service and forwarded to the selected authorities. Within 5-days, a representative from the relevant agency will be in touch to follow up with the report. LAPOR is setting out to respond to all submissions within 10 days.
Over 757,000 reports have been submitted to the service from all over Indonesia. Now readily available for non-Indonesian citizens, the service offers tourists and international residents a clear starting point for processing complaints, feedback, and information requests directly from the government.
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