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Complaint System for Environment (ID0102)



Action Plan: Indonesia Action Plan 2018-2020

Action Plan Cycle: 2018

Status: Active


Lead Institution: Ministry of Environment and Forestry (MEF)

Support Institution(s): 1. Ministry of Administrative and Bureaucratic Reform 2. Ombudsman RI, Indonesian Centre for Environmental Law (ICEL)

Policy Areas

E-Government, Extractive Industries, Public Participation, Public Service Delivery, Sustainable Development Goals

IRM Review

IRM Report: Pending IRM Review

Starred: Pending IRM Review

Early Results: Pending IRM Review

Design i

Verifiable: Pending IRM Review

Relevant to OGP Values: Not Relevant

Potential Impact: Pending IRM Review

Implementation i

Completion: Pending IRM Review


January 2019 - December 2020
Commitment Description
Lead implementing
Ministry of Environment and Forestry (MEF)
Society always becomes the victim of the impact of
pollution and/or environmental damage caused by
business or other activities. And to respond to the
impact, the central government has made a complaint
and reporting portal for an environmental issue.
Through LAPOR!-SP4N, people can submit their
complaints on the environmental issue. Furthermore,
MEF has also prepared complaint management
system through the implementation of Minister of
Environment and Forestry Regulation Number
22/2017 on Procedures for Managing Complaints of
Alleged Pollution and/or Environmental Damage
and/or Deforestation.
Moreover, complaint management system in MEF is
managed by three directorates which are The
Directorate General of Law Enforcement, The
Directorate Complaint Management, Supervision,
Administration Sanction, and The General
Inspectorate. These three platforms have not been
integrated yet. In result, it causes people to make a
complaint to the right administrator. For this reason,
integration within MEF to create qualified, transparent
and participatory complaint management system is
Previously, the commitment related to complaining
about the environment was also written in Open
Government Indonesia Action Plan 2016-2017. The
commitment included integration of MEF complaint
platform with LAPOR!-SP4N. However, it did not
reach the target due to integration technicality and
existed regulation. Considering that, in 2018-2020 the
commitment will be more focused on organizing an
internal complaint in MEF to have a single reference
complaint system
What is the public problem that
the commitment will address?
There are three complaint portals for environmental
issues in MEF. This commitment targets the
optimization of the role of LAPOR! by issuing a
General Secretary Decree Letter regarding the LAPOR
management team within the MEF. In addition, to
provide a clear path, in this commitment also issued a
Standard Operating Procedure (SOP) of single
reference Complaint System in the environmental and forestry area. Moreover, single reference complaint
management commitment will ease people to make a
complaint. It will also accelerate the management
process in handling complaints and cut the
coordination process as all directorates could access
the report.
Complain report and participatory engagement in
monitoring mechanism for environmental are expected
to assist by MEF. In addition to people’s needs, MEF
can also monitor the performance of complaints
management, supervision, and environmental law
enforcement carried out by environmental agencies
under the ministry.
There are two directions of strategy to achieve this
commitment, first, is through improving management
rules related to environmental complaints. The SOP is
as a base to strengthen and as a guarantee of legal
certainty to carry out the complaints. Furthermore,
improvement and strengthening the mechanism and
online information system are needed to increase civic
participation in environmental protection and
How will the commitment
contribute to solve the public
The existence of a complaint and/or monitoring
information system opens more information about the
status of complaints and/or supervision management
carried out by the Ministry of Environment and its
This information system allows the public to submit
reliable criticism in the management of complaints and
the supervision carried out that is not in accordance
with the applicable mechanism, including the time
period and the methodology. This can encourage
people participation in environmental issues.
This system also allows MEF to monitor the agencies
in order to manage complaints and supervision with
the same standards and avoid double management of
complaints or supervision.
In addition to that, it allows MEF to conduct second line
inspection and second line enforcement more
effective. Thus, it will encourage the transparency and
accountability of MEF's performance.
This system will also be integrated into the revision of
the Complaints Management Regulation and
Complaints Supervision Regulation which at the same
time are being developed.
Why is this commitment relevant
to OGP values?
The commitment is in line with the effort of Sustainable
Development Goals (SDGs), an international agenda
to create inclusive and transparent development.
Especially in No. 16 on Peace, Justice, and Strong
Institutions. In addition, this commitment also
intersects with SDG No. 12 on responsible consumption and production, and No. 13 on climate
This commitment also becomes MEF’s achievement in
UN Framework Convention on Climate Change
(UNFCCC) under the provisions of the Paris
Agreement on climate change through Transparency
Framework. This achievement also becomes part of
The Project for Advancing Climate Transparency
(PACT), a consortium that supports the design and
development of transparency effectiveness and
accountability in the environmental reports.
Milestone Activity with a verifiable
Start Date: End Date:
1. The issuance of General
Secretary Decree Letter regarding
the LAPOR management team
within the MEF.
June 2019 December 2019
2. Formulation of SOP used as a
single reference for complaint
handling mechanism within MEF
March 2020 December 2020
Contact information
Other Actors
State actors
1. Ministry of Administrative and Bureaucratic
2. Ombudsman RI
CSOs, private
sector, multilaterals,
working groups
Indonesian Centre for Environmental Law (ICEL)


  1. Extractives Data Management

    ID0092, 2018, Beneficial Ownership

  2. Transparency and Participation in Health Data

    ID0093, 2018, E-Government

  3. Public Service Data

    ID0094, 2018, E-Government

  4. Participatory Education Budget

    ID0095, 2018, Capacity Building

  5. Participatory Village Government Planning

    ID0096, 2018, Capacity Building

  6. Civic Participation in E-Legislation Portal

    ID0097, 2018, E-Government

  7. Election Data Openness

    ID0098, 2018, E-Government

  8. Health Service Data

    ID0099, 2018, E-Government

  9. Public Consultation Reform

    ID0100, 2018, Capacity Building

  10. LAPOR!-SP4N Quality Improvements

    ID0101, 2018, Capacity Building

  11. Complaint System for Environment

    ID0102, 2018, E-Government

  12. Government Procurement Transparency

    ID0103, 2018, Capacity Building

  13. Strenthening Open Data

    ID0104, 2018, E-Government

  14. Improvements to Legal Aid

    ID0105, 2018, Capacity Building

  15. Open Government Strategic Plan

    ID0047, 2016, OGP

  16. Public Agency Consultation Guidlines

    ID0048, 2016, Capacity Building

  17. Good Governance Manual and Public Consultations to Reach SDGs

    ID0049, 2016, Capacity Building

  18. Geospatial Information Management

    ID0050, 2016, Capacity Building

  19. Monitoring Public Services by Ombudsman

    ID0051, 2016, E-Government

  20. Ombudsman Overseeing Public Services

    ID0052, 2016, Public Service Delivery

  21. Public Services at Ministry of Education and Culture

    ID0053, 2016, Capacity Building

  22. Public Services at Ministry of Religious Affairs

    ID0054, 2016, Public Service Delivery

  23. Development of LAPOR into SP4N

    ID0055, 2016, Capacity Building

  24. Public Complaints Administration Integration into LAPOR!-SP4N

    ID0056, 2016, Capacity Building

  25. LAPOR!- SP4N as Citizen Aspiration and Complaints Platform

    ID0057, 2016, Capacity Building

  26. 1 Million Complaints Via LAPOR! by 2016

    ID0058, 2016, E-Government

  27. LAPOR! Public Accountability

    ID0059, 2016, Public Participation

  28. Interconnectivity of SOEs to LAPOR!

    ID0060, 2016, Capacity Building

  29. Environment and Forrest Sector Public Complaints

    ID0061, 2016, E-Government

  30. Strengthened Village Governance

    ID0062, 2016, Capacity Building

  31. Public Information Disclosure Through Ministry of Health

    ID0063, 2016, E-Government

  32. Public Information Disclosure Through Ministry of Education and Culture

    ID0064, 2016, E-Government

  33. Public Information Disclosure Through Ministry of Research Technology and Higher Education

    ID0065, 2016, E-Government

  34. Public Information Disclosure at Higher Education Institutions

    ID0066, 2016, E-Government

  35. Budget Transparency Information System

    ID0067, 2016, E-Government

  36. Inter Agency Data Governance

    ID0068, 2016, Capacity Building

  37. Open Data Implementation

    ID0069, 2016, Capacity Building

  38. Public Complaints Channels

    ID0070, 2016, Capacity Building

  39. Information Disclosure at Village Levels

    ID0071, 2016, E-Government

  40. Increase in Number of Open Data

    ID0072, 2016, E-Government

  41. Improved Public Services

    ID0073, 2016, Capacity Building

  42. Transparency in the Regional Government Budget System

    ID0074, 2016, E-Government

  43. Procurement Disclosure in Bandung

    ID0075, 2016, E-Government

  44. Enhancing the LAPOR! Application

    ID0076, 2016, E-Government

  45. Public Complaints Services in the City of Bandung

    ID0077, 2016, Public Participation

  46. Information Disclosure on Citizens’ Proposals to DPRD

    ID0078, 2016, E-Government

  47. Greater Public Participation in Disseminating Development Information

    ID0079, 2016, Education

  48. "One Data Indonesia” in Semarang.

    ID0080, 2016, Legislation & Regulation

  49. One Data Basis for Semarang

    ID0081, 2016, Capacity Building

  50. Enhanced Public Information Disclosure

    ID0082, 2016, E-Government

  51. Public Monitoring of Services in Semarang

    ID0083, 2016, Capacity Building

  52. Access to Information on DPRD

    ID0084, 2016, Capacity Building

  53. Data Governance of DPRD

    ID0085, 2016, Fiscal Transparency

  54. Infrastructure for Fublic Information Disclosure

    ID0086, 2016, Capacity Building

  55. Public Information Communications Strategy

    ID0087, 2016, Subnational

  56. Information Through Jakarta.Go.Id Portal

    ID0088, 2016, Capacity Building

  57. Public Services Complaint Channel

    ID0089, 2016, Public Participation

  58. Strengthening of Data Governance

    ID0090, 2016, E-Government

  59. Public Participation in Development Planning

    ID0091, 2016, E-Government

  60. Strengthening Transparency Infrastructure of Public Bodies

    ID0028, 2014, Public Service Delivery

  61. Strengthening Infrastructure of Central and Local Information Commission

    ID0029, 2014, Capacity Building

  62. Strengthening Institutional and Human Resources Infrastructure for Public Services

    ID0030, 2014, Public Participation

  63. Improve Quality of Openness in Health Services

    ID0031, 2014, Health

  64. Improve Quality of Openness in Education Services

    ID0032, 2014, E-Government

  65. Accelerate Open and Good Governance Practices in Law Enforcement

    ID0033, 2014, E-Government

  66. Accelerate Open and Good Governance Practices in Goods and Services Procurement

    ID0034, 2014, Open Contracting and Procurement

  67. Accelerate Open and Good Governance Practices in Business Development and Investment Sector

    ID0035, 2014, Capacity Building

  68. Accelerate Open and Good Governance Practices in Land Affairs

    ID0036, 2014, Land & Spatial Planning

  69. Accelerate Open and Good Governance Practices in Management of Migrant Workers

    ID0037, 2014, Citizenship and Immigration

  70. Accelerate Open and Good Governance Practices in Hajj Management

    ID0038, 2014, Public Service Delivery

  71. Accelerate Open and Good Governance Practices in Natural Resources Management

    ID0039, 2014, Environment and Climate

  72. Improve Public Participation in Development Planning

    ID0040, 2014, E-Government

  73. Improve Public Participation in House of Representative and Regional Representative Council

    ID0041, 2014, Legislature

  74. Improve Public Participation in Environmental Preservation

    ID0042, 2014, Environment and Climate

  75. Community Empowerment to Handle Poor Society and People with Disabilities and Special Needs

    ID0043, 2014, Health

  76. Community Empowerment to Support Environmental Sustainability

    ID0044, 2014, Environment and Climate

  77. Community Empowerment to Strengthen Agriculture Sector

    ID0045, 2014, Capacity Building

  78. Community Empowerment to Develop Creative Sector

    ID0046, 2014, E-Government

  79. Motor Vehicle Services

    ID0013, 2013, Infrastructure & Transport

  80. Public School Funding

    ID0014, 2013, Anti-Corruption Institutions

  81. Hajj Services: Ministry of Religious Affairs

    ID0015, 2013, Anti-Corruption Institutions

  82. Marriage Services: Office of Religious Affairs

    ID0016, 2013, Public Service Delivery

  83. Toll Roads

    ID0017, 2013, Public Service Delivery

  84. Land Affairs Transparency

    ID0018, 2013, E-Government

  85. Forest Management

    ID0019, 2013, E-Government

  86. Transparency and Accountability in Natural Resources Management Activity

    ID0020, 2013, E-Government

  87. Oil, Gas, and Mining Revenue Transparency

    ID0021, 2013, Extractive Industries

  88. Appointments of Information and Documentation Management Officials (PPID) in National Agencies and Enactments of their Standard Operating Procedure

    ID0022, 2013, Public Service Delivery

  89. Starred commitment Formulation of a Working Plan and a Well-Operated Tracking System for Business/Investment Licensing Servies in 10 Provinces and 10 Regencies/Cities

    ID0023, 2013, E-Government

  90. Encouraging the Acceleration of the Operational Formation for Information Services in Local Government through the Formation of Local Government's PPID and its Tools

    ID0024, 2013, Public Service Delivery

  91. Encouraging Comprehensive Implementation of Open Government in Pilot Province/Regency/City

    ID0025, 2013, OGP

  92. Integration of Performance-Based Budgeting

    ID0026, 2013, Fiscal Transparency

  93. Ensuring the Publication of Budget Plan (RKA/DIPA)

    ID0027, 2013, Fiscal Transparency

  94. Poverty Reduction

    ID0001, 2011, E-Government

  95. Education Subsidies

    ID0002, 2011, Education

  96. Health Subsidies

    ID0003, 2011, Health

  97. Police

    ID0004, 2011, E-Government

  98. High Corruption Risk

    ID0005, 2011, E-Government

  99. Civil Service Recruitment

    ID0006, 2011, Capacity Building

  100. Land Administration

    ID0007, 2011, E-Government

  101. National Budget Information

    ID0008, 2011, Audits and Controls

  102. District Budget Information

    ID0009, 2011, Fiscal Transparency

  103. e-Procurement

    ID0010, 2011, E-Government

  104. One-Map Portal

    ID0011, 2011, E-Government

  105. Environmental Openness

    ID0012, 2011, Environment and Climate