Heaptalk, Jakarta — The Ombudsman of the Republic of Indonesia recorded that the institution’s public reports reached 10,846 complaints in 2024, most related to agrarian affairs. This figure marks a 28% increase compared to the previous year’s 8,452 complaints. This increase demonstrates the growing public awareness of reporting maladministration in public service delivery.
Agrarian affairs became the most reported issue with 1,865 complaints (17.17%), followed by staffing issues with 1,353 complaints (12.45%), and education with 1,039 complaints (9.56%). The entities most frequently reported were local governments (45.88%), the Ministry of Agrarian Affairs and Spatial Planning/National Land Agency (11.59%), and state-owned and regional-owned enterprises (6.27%).
Of the total number of complaints, 8,364 have been resolved or closed, meaning they have been addressed, while 2,482 are still under investigation. According to Mokhammad Najih, the Chair of the Ombudsman of the Republic of Indonesia, the reports came from the public, the institution’s rapid response, and its initiative investigations.
Issuing five recommendations
Throughout 2024, the institution has issued five recommendations, with one recommendation implemented in Gunung Kidul Regency. The remaining four recommendations are still under monitoring. “Ombudsman recommendations are final and binding and must be implemented. Failure to do so implies disciplinary action for the non-compliant parties,” said Najih at the Ombudsman Office, South Jakarta (01/23).
Furthermore, the public reported multiple types of maladministration, including prolonged delays (33.86%), failure to provide services (30.31%), and procedural deviations (20.60%). Najih stated that this data indicates the need to continuously improve professionalism in public service delivery.
“Therefore, we will continue to communicate with the Ministry of State Apparatus Utilization and Bureaucratic Reform and other relevant ministries, including the Ministry of Home Affairs, to use this data as a reference for improving public complaint resolution and enhancing the quality of public services,” Najih concluded.
