LAPOR

The management of public complaints service in every organizing organization in Indonesia has not been managed effectively and integrated. Each organizing organization handles complaints in a partial and poorly coordinated manner. As a result, there is duplication of complaint handling, or it can even happen that any of the organizing organizations does not handle a complaint because the complaint is not its authority. Therefore, to achieve the vision of good governance, it is necessary to integrate the public service complaint management system into one door. The goal is for the community to have one complaint channel nationwide.

For this reason, the Government of the Republic of Indonesia established the National Public Complaint Service Management System (SP4N) - The People’s Online Aspiration and Complaints Service (LAPOR!) is a service for conveying all aspirations and complaints of the Indonesian people through several complaint channels, namely the www.lapor.go.id website, SMS 1708 (Telkomsel, Indosat, Tri), Twitter @lapor1708 and mobile applications (Android and iOS). The managing institution of SP4N-LAPOR! is the Ministry of Administrative and Bureaucratic Reform of the Republic of Indonesia as the Public Service Supervisor, the Presidential Staff Office as the National Priority Program Supervisor, and the Ombudsman of the Republic of Indonesia as the Public Services Supervisor. LAPOR! has been established as a National Public Complaint Service Management System (SP4N) based on Presidential Regulation Number 76 of 2013 and Minister of Administrative and Bureaucratic Reform of the Republic of Indonesia Regulation Number 3 of 2015.