Dissemination of “The Control of Gratuity and Management of Public Complaints in the Registrar’s Office and Secretariat-General of the Constitutional Court,” Tuesday (4/12/2022) virtually. Photo by Humas MK.

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Tuesday, April 12, 2022 | 14:31 WIB

JAKARTA, Public Relations—The Constitutional Court (MK) held a dissemination event on “The Control of Gratuity and Management of Public Complaints in the Registrar’s Office and Secretariat-General of the Constitutional Court” on Tuesday, April 12, 2022 virtually.

The Head of the Human Resources and Organization Bureau Teguh Wahyudi said the event was an effort to improve all employees’ understanding of the management of public service complaints, the prevention of misuse of goods/services, conflicts of interest, and other related matters as well as to improve the quality of public services to be effective, efficient, and transparent. Teguh emphasized that corruption is an extraordinary crime that must be eradicated.

“Making laws and regulations is not enough efforts to eradicate corruption. Building quality human resources with integrity is an optimal effort of corruption eradication,” he stressed in his remarks before by all work unit leaders and employees in the Constitutional Court.

Teguh added that the supervision of public services through public complaints is expected to prevent criminal acts of corruption. The complaint system is not only a channel for the community but also for conveying the people’s aspirations. He believed public complaints services can encourage and inform the public of their right to file complaints when their rights are violated. 

Management of Public Complaints

Deputy for Public Services of the Ministry of Administrative and Bureaucratic Reform Diah Natalisa, who delivered a presentation on management of complaints through SP4N-Lapor!, said the management of public complaints is not an additional task for public service providers, but an important part in improving the quality of public services.

“Broadly speaking, there are three reasons why the management of public complaints is so important. First, the community has the right to get quality public services that are non-discriminatory and in accordance with the service standards that have been set,” she said virtually.

According to Diah, in order to carry this out, the government must be open to listening to the community’s complaints and aspirations. That way, the government can identify and take mitigation steps in the event of negligence or violation of service standards. Through public aspirations, government agencies can also form service standards that are in line with the community’s expectations and needs.

In addition, Diah explained, public complaints are an opportunity for government agencies to evaluate and improve. However, only a small number of people who are dissatisfied with the services willingly and voluntarily submit their complaints. This is important because complaints serve to find out the shortcomings of the public services that we organize, in order to make improvements and repairs appropriately.

She further explained that this complaint service is an opportunity for the government to provide an explanation, answer, or clarification for public dissatisfaction. Not all dissatisfaction occurs due to an error or a violation of service standards.

She also explained that the National Management System for Complaints on Public Service (SP4N is the integration of the management of public service complaints in stages at each organizer within the framework of a public service information system. Meanwhile, the People’s Online Aspiration and Complaint Service (LAPOR!) is a public application for the management of public service complaints through various platforms such as the website lapor.go.id, mobile application, etc. SP4N-Lapor! has become a public application for managing public service complaints. 

Control of Gratuity

Meanwhile, Isnaini from the KPK’s (Corruption Eradication Commission) Deputy for Prevention and Monitoring expressed appreciation to the Court for establishing a gratuity control unit (UPG). He hoped that the unit could provide benefits for state civil apparatus (ASN) within the Court and the Court institution itself through conducive environment to prevent corruption, and for the community in the form of good services free from gratuity.

“Of course gratuity cannot be separated from the legal basis that underlies it, that is, Law No. 31 of 1999 in conjunction with Law No. 20 of 2001 on the Eradication of Acts of Corruption. In the two laws, the [acts] are clustered into seven groups and two of them are interrelated: bribery and gratuity,” he explained.

He believed information on gratuity and bribery must be disseminated to stakeholders. It is important because gratuity still exists in almost all agencies. He said that forums on gratuity control were very important in order to provide the public with an understanding of gratuity so that when they encounter it, they can immediately take a stand to reject it or at least report it. 

Writer  : Utami Argawati
Editor  : Nur R.
Translator  : Yuniar Widiastuti (NL)

Translation uploaded on 4/18/2022 14:28 WIB

Disclaimer: The original version of the news is in Indonesian. In case of any differences between the English and the Indonesian versions, the Indonesian version will prevail.

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