The majority of complaints received by the Ombudsman of the Republic of Indonesia in 2021 pertained to the maladministration of public services in the agrarian sector, according to an agency official.
A total of 1,227 complaints received by the agency during the year were related to maladministration in the agrarian sector, deputy head of the Ombudsman, Bobby Hamzar Rafinus, said in a statement issued in Jakarta on Wednesday.
After the agrarian sector, the most complaints involved the employment sector (883), the police (676), the education sector (546), and the village sector (425), he informed.
Regarding maladministration in public services in the economic sector, the transportation and infrastructure sector recorded the most number of complaints at 293 and the banking sector at 239 complaints, followed by the insurance sector, he said.
“Several major complaints were from the insurance and the banking sector. Every month, we always received public complaints from the banking, insurance, and other economic sectors such as the pension fund,” Rafinus added.
Moreover, of the total complaints, most pertained to continuous service delay (33.23 percent), followed by failure to provide service (28.69 percent), and deviation from standard procedures (21.19 percent), he said.
The Ombudsman defines ‘service delay’ as the failure of a government institution to resolve public issues within 14 days, and ‘failure to provide service’ as government officials or institutions neglecting members of the public demanding services, he added.
He said that deviation from the standard procedure was one major administration issue among government institutions.
“Procedural deviation is a major issue in the administration. The deviation may occur if internal regulations are not enforced properly despite the existence of internal regulations,” Rafinus noted.
The Ombudsman of the Republic of Indonesia recorded a total of 18,184 public complaints in 2021, the highest in the past five years, he added.
Source: Antara News