Govt Renews SP4N-LAPOR! Commitment to Strengthen Complaint Handling

RRI.CO.ID, Jakarta - The Indonesian government has renewed its commitment to managing public service complaints through the National Public Service Complaint Management System and Online People's Aspiration and Complaint Service (SP4N-LAPOR!).

The initiative aims to strengthen coordination among government institutions in receiving, forwarding, and following up on public complaints.

State Apparatus Empowerment and Bureaucratic Reform Minister Rini Widyantini said the renewed commitment was formalized through the signing of a memorandum of understanding governing the management of SP4N-LAPOR! as the government's unified public service complaint platform.

The ministers of administrative and bureaucratic reform, communication and digital affairs, and home affairs signed the agreement. The Presidential Chief of Staff and the deputy chairperson of the Indonesian Ombudsman also took part in the commitment.

According to Rini, SP4N-LAPOR! serves as a bridge between the public and the government through its “No Wrong Door Policy”, which ensures complaints are forwarded to the relevant institutions.

“This ensures that the public’s voice becomes an important part of how the government works, while helping us respond to problems and improve public services,” Rini said in Jakarta on Tuesday, Sept. 29, 2026, as quoted by Antara.

Rini noted that this marks the third renewal of the commitment since SP4N-LAPOR! was launched, following similar agreements in 2016 and 2021.

“SP4N-LAPOR! is not merely about building a complaint management application. We are moving toward more comprehensive synergy among government institutions in handling public complaints,” she said.

Following the renewal, the government plans to strengthen complaint management through regular coordination forums, operational cooperation among agencies, and the appointment of responsive contact points in every institution.

The government will also conduct regular monitoring and evaluation. Over the past decade, SP4N-LAPOR! has connected 718 institutions, including ministries, government agencies, regional administrations and state-owned enterprises (SOEs).

The platform has managed 1,178,168 complaints, averaging 454 complaints per day, with a government response rate of 88.5 percent.

Meanwhile, Communication and Digital Affairs Minister Meutya Hafid said SP4N-LAPOR! also serves as a source of public data and feedback that can be used to improve policymaking and public services.

The ministry’s commitment covers four areas: strengthening infrastructure and applications, technological integration, data interoperability, and public communication and dissemination.

“The primary goal of managing public complaints through SP4N-LAPOR! is to increase public trust through responsive and reliable services,” Minister Meutya said.

The Home Affairs Ministry plans to strengthen the integration of local administration complaint channels into SP4N-LAPOR! to improve guidance, oversight and evaluation of complaint management at the regional level.

Deputy Home Affairs Minister Bima Arya Sugiarto said the ministry is responsible for coordinating supervision and guidance, as well as monitoring and evaluating local administrations' implementation of SP4N-LAPOR!.

“The key to this commitment is ensuring that all government institutions work together to strengthen the existing SP4N-LAPOR! system,” Bima said in Jakarta on Tuesday, Sept. 29, 2026.

Bima reaffirmed the ministry’s commitment to integrating all local government complaint channels into SP4N-LAPOR! and strengthening guidance and oversight through a tiered approach.

According to him, local administrations must also improve public outreach so that more people are aware of and make use of the complaint platform.

“Finally, we are asking regional heads to strengthen public outreach regarding the SP4N-LAPOR! channel. We will also conduct regular monitoring and evaluation,” Bima said. (Misni Parjiati)