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Indonesia

Complaint System for Environment (ID0102)

Overview

At-a-Glance

Action Plan: Indonesia Action Plan 2018-2020

Action Plan Cycle: 2018

Status: Active

Institutions

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

Anti-Corruption, E-Government, Extractive Industries, Justice, Justice for OG, Public Participation, Public Service Delivery, Social Accountability Measures & Feedback Loops, Sustainable Development Goals

IRM Review

IRM Report: Indonesia Design Report 2018-2020

Starred: Pending IRM Review

Early Results: Pending IRM Review

Design i

Verifiable: Yes

Relevant to OGP Values: Public Accountability

Potential Impact:

Implementation i

Completion: Pending IRM Review

Description

January 2019 - December 2020
Commitment Description
Lead implementing
agency/actor
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
needed.
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
maintenance.
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
agencies.
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
action.
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
deliverable
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
Involved
State actors
involved
1. Ministry of Administrative and Bureaucratic
Reform
2. Ombudsman RI
CSOs, private
sector, multilaterals,
working groups
Indonesian Centre for Environmental Law (ICEL)

IRM Midterm Status Summary

11. The Development of Service System on Single Reference Complaint Management and Supervision in Environment and Forestry

Language of the commitment as it appears in the action plan:

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.

Milestones:

  1. The issuance of General Secretary Decree Letter regarding the LAPOR management team within the MEF.
  2. Formulation of SOP used as a single reference for complaint handling mechanism within MEF.

Start Date: January 2019                                                               End Date: December 2020

Context and Objectives

Presidential Regulation No. 76/2013 on Public Service Complaints Management [122] mandates the creation of a system for the government to manage public complaints related to public service on a single reference system. Following the integration of LAPOR! and the SP4N, the government integrated complaints management across government institutions (including ministries, non-structural institutions, public universities, state-owned enterprises, and local governments) into the system. However, the government faced obstacles in integrating the complaints management system of the Ministry of Environment and Forestry into the LAPOR!-SP4N system.

A commitment in the previous action plan began integration of the Ministry’s complaints management into LAPOR!-SP4N. However, the commitment ultimately failed. In this action plan, the government hopes to establish a regulation and a standard procedure for the Ministry to manage public complaints related to the environment and forestry sectors received through LAPOR!-SP4N.

According to the Ministry of Administrative and Bureaucratic Reform, the Ministry of Environment and Forestry is already connected to LAPOR!-SP4N. [123] However, the Ministry has not responded to any complaints on the system. LAPOR!-SP4N reported a total of 509 complaints related to environment and forestry; none of which were addressed by the Ministry of Environment and Forestry.

The main problem causing inaction from the Ministry of Environment and Forestry is a lack of regulation within the Ministry. Aside from LAPOR!, the Ministry has already been operating multiple complaints systems independently, such as Gakum for complaints related to suspected illegal activities and PPSA for administrative violations. [124] The Ministry also has different regulations specific to complaints management for different directorates within its organization. As a result, complaints management within the Ministry does not conform to a single standard procedure and mechanism.

With this commitment, the government hopes to integrate the Ministry of Environment and Forestry’s independent complaints system into the LAPOR!-SP4N system. The government aims to establish a single reference procedure for all government institutions and eliminate confusion among citizens and inconsistency in government practice. To achieve these objectives, the Ministry of Environment and Forestry will appoint an official, via decree, within the Ministry to be responsible for complaints related to the Ministry’s function on LAPOR!-SP4N. Additionally, the Ministry will develop a standard procedure to ensure that complaints management within the Ministry adheres to the same mechanism as other government institutions integrated to LAPOR!-SP4N.

This commitment carries minor potential impact to change government practice. In the previous IRM report, [125] findings suggested that complaints received through the Ministry’s Gakum system are different in nature because they focus on improving law enforcement’s ability to protect the environment and forest resources. Therefore, complaints received through the Gakum system require immediate response that may not be met by using the LAPOR!-SP4N system. Regardless, the development of a regulation within the Ministry to establish clear procedures in managing complaints received through LAPOR! could potentially improve the Ministry’s ability in responding to public inquiries.

Next Steps

In implementing this commitment, the government should:

  • Develop a clear procedure for units within the Ministry of Environment and Forestry to follow in responding to public complaints received through LAPOR!-SP4N; and
  • Establish a government-CSO mechanism to monitor the effectiveness of government’s response to public complaints in the environment and forestry sectors.

[122] Government of Indonesia, “Peraturan Presiden Nomor 76/2013 tentang Pengelolaan Pengaduan Pelayanan Publik” (2013), https://peraturan.bpk.go.id/Home/Details/41445/perpres-no-76-tahun-2013.

[123] OGI National Secretariat, “Notulensi Pengaduan KLHK” (2018), drive.bappenas.go.id/owncloud/index.php/s/9EVHNJTsybFPnH9?path=%2FNotulensi%20Pertemuan%20Bilateral.

[124] Ibid.

[125] Open Government Partnership, “Independent Reporting Mechanism (IRM) Indonesia Progress Report 2016–2017” (2018), 57–58, https://www.opengovpartnership.org/wp-content/uploads/2001/01/Indonesia_Mid-Term_Report_2016-2017_EN.pdf.

Commitments

  1. Platform for Improved Legislative Data and Information

    ID0106, 2018, Capacity Building

  2. Make Legislative Information More Accessible

    ID0107, 2018, E-Government

  3. Improving Documentation and Access to Information on Parliamentary Sessions

    ID0108, 2018, E-Government

  4. Formulation of the Open Parliament Indonesia Roadmap

    ID0109, 2018, Capacity Building

  5. Establishing the Open Parliament Indonesia Institution

    ID0110, 2018, Legislative

  6. Extractives Data Management

    ID0092, 2018, Anti-Corruption

  7. Transparency and Participation in Health Data

    ID0093, 2018, E-Government

  8. Public Service Data

    ID0094, 2018, E-Government

  9. Participatory Education Budget

    ID0095, 2018, Capacity Building

  10. Participatory Village Government Planning

    ID0096, 2018, Capacity Building

  11. Civic Participation in E-Legislation Portal

    ID0097, 2018, E-Government

  12. Election Data Openness

    ID0098, 2018, Access to Information

  13. Health Service Data

    ID0099, 2018, E-Government

  14. Public Consultation Reform

    ID0100, 2018, Capacity Building

  15. LAPOR!-SP4N Quality Improvements

    ID0101, 2018, Capacity Building

  16. Complaint System for Environment

    ID0102, 2018, Anti-Corruption

  17. Government Procurement Transparency

    ID0103, 2018, Anti-Corruption

  18. Strenthening Open Data

    ID0104, 2018, Access to Information

  19. Improvements to Legal Aid

    ID0105, 2018, Access to Justice

  20. Open Government Strategic Plan

    ID0047, 2016,

  21. Public Agency Consultation Guidlines

    ID0048, 2016, Capacity Building

  22. Good Governance Manual and Public Consultations to Reach SDGs

    ID0049, 2016, Capacity Building

  23. Geospatial Information Management

    ID0050, 2016, Capacity Building

  24. Monitoring Public Services by Ombudsman

    ID0051, 2016, E-Government

  25. Ombudsman Overseeing Public Services

    ID0052, 2016, Public Service Delivery

  26. Public Services at Ministry of Education and Culture

    ID0053, 2016, Capacity Building

  27. Public Services at Ministry of Religious Affairs

    ID0054, 2016, Public Service Delivery

  28. Development of LAPOR into SP4N

    ID0055, 2016, Capacity Building

  29. Public Complaints Administration Integration into LAPOR!-SP4N

    ID0056, 2016, Capacity Building

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

    ID0057, 2016, Capacity Building

  31. 1 Million Complaints Via LAPOR! by 2016

    ID0058, 2016, E-Government

  32. LAPOR! Public Accountability

    ID0059, 2016, Public Participation

  33. Interconnectivity of SOEs to LAPOR!

    ID0060, 2016, Capacity Building

  34. Environment and Forrest Sector Public Complaints

    ID0061, 2016, E-Government

  35. Strengthened Village Governance

    ID0062, 2016, Capacity Building

  36. Public Information Disclosure Through Ministry of Health

    ID0063, 2016, E-Government

  37. Public Information Disclosure Through Ministry of Education and Culture

    ID0064, 2016, E-Government

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

    ID0065, 2016, E-Government

  39. Public Information Disclosure at Higher Education Institutions

    ID0066, 2016, E-Government

  40. Budget Transparency Information System

    ID0067, 2016, E-Government

  41. Inter Agency Data Governance

    ID0068, 2016, Capacity Building

  42. Open Data Implementation

    ID0069, 2016, Capacity Building

  43. Public Complaints Channels

    ID0070, 2016, Capacity Building

  44. Information Disclosure at Village Levels

    ID0071, 2016, E-Government

  45. Increase in Number of Open Data

    ID0072, 2016, Access to Information

  46. Improved Public Services

    ID0073, 2016, Capacity Building

  47. Transparency in the Regional Government Budget System

    ID0074, 2016, E-Government

  48. Procurement Disclosure in Bandung

    ID0075, 2016, Anti-Corruption

  49. Enhancing the LAPOR! Application

    ID0076, 2016, E-Government

  50. Public Complaints Services in the City of Bandung

    ID0077, 2016, Public Participation

  51. Information Disclosure on Citizens’ Proposals to DPRD

    ID0078, 2016, E-Government

  52. Greater Public Participation in Disseminating Development Information

    ID0079, 2016, Education

  53. "One Data Indonesia” in Semarang.

    ID0080, 2016, Access to Information

  54. One Data Basis for Semarang

    ID0081, 2016, Access to Information

  55. Enhanced Public Information Disclosure

    ID0082, 2016, E-Government

  56. Public Monitoring of Services in Semarang

    ID0083, 2016, Capacity Building

  57. Access to Information on DPRD

    ID0084, 2016, Capacity Building

  58. Data Governance of DPRD

    ID0085, 2016, Fiscal Openness

  59. Infrastructure for Fublic Information Disclosure

    ID0086, 2016, Capacity Building

  60. Public Information Communications Strategy

    ID0087, 2016, Subnational

  61. Information Through Jakarta.Go.Id Portal

    ID0088, 2016, Capacity Building

  62. Public Services Complaint Channel

    ID0089, 2016, Public Participation

  63. Strengthening of Data Governance

    ID0090, 2016, Access to Information

  64. Public Participation in Development Planning

    ID0091, 2016, E-Government

  65. Strengthening Transparency Infrastructure of Public Bodies

    ID0028, 2014, Public Service Delivery

  66. Strengthening Infrastructure of Central and Local Information Commission

    ID0029, 2014, Capacity Building

  67. Strengthening Institutional and Human Resources Infrastructure for Public Services

    ID0030, 2014, Public Participation

  68. Improve Quality of Openness in Health Services

    ID0031, 2014, Health

  69. Improve Quality of Openness in Education Services

    ID0032, 2014, E-Government

  70. Accelerate Open and Good Governance Practices in Law Enforcement

    ID0033, 2014, E-Government

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

    ID0034, 2014, Anti-Corruption

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

    ID0035, 2014, Capacity Building

  73. Accelerate Open and Good Governance Practices in Land Affairs

    ID0036, 2014, Land & Spatial Planning

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

    ID0037, 2014, Citizenship & Immigration

  75. Accelerate Open and Good Governance Practices in Hajj Management

    ID0038, 2014, Public Service Delivery

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

    ID0039, 2014, Anti-Corruption

  77. Improve Public Participation in Development Planning

    ID0040, 2014, E-Government

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

    ID0041, 2014, Legislative

  79. Improve Public Participation in Environmental Preservation

    ID0042, 2014, Environment and Climate

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

    ID0043, 2014, Health

  81. Community Empowerment to Support Environmental Sustainability

    ID0044, 2014, Environment and Climate

  82. Community Empowerment to Strengthen Agriculture Sector

    ID0045, 2014, Capacity Building

  83. Community Empowerment to Develop Creative Sector

    ID0046, 2014, E-Government

  84. Motor Vehicle Services

    ID0013, 2013, Infrastructure & Transport

  85. Public School Funding

    ID0014, 2013, Anti-Corruption

  86. Hajj Services: Ministry of Religious Affairs

    ID0015, 2013, Anti-Corruption

  87. Marriage Services: Office of Religious Affairs

    ID0016, 2013, Public Service Delivery

  88. Toll Roads

    ID0017, 2013, Public Service Delivery

  89. Land Affairs Transparency

    ID0018, 2013, E-Government

  90. Forest Management

    ID0019, 2013, Anti-Corruption

  91. Transparency and Accountability in Natural Resources Management Activity

    ID0020, 2013, Access to Information

  92. Oil, Gas, and Mining Revenue Transparency

    ID0021, 2013, Anti-Corruption

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

    ID0022, 2013, Access to Information

  94. 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

  95. 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, Access to Information

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

    ID0025, 2013, Subnational

  97. Integration of Performance-Based Budgeting

    ID0026, 2013, Fiscal Openness

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

    ID0027, 2013, Fiscal Openness

  99. Poverty Reduction

    ID0001, 2011, E-Government

  100. Education Subsidies

    ID0002, 2011, Education

  101. Health Subsidies

    ID0003, 2011, Health

  102. Police

    ID0004, 2011, Dispute Resolution & Legal Assistance

  103. High Corruption Risk

    ID0005, 2011, E-Government

  104. Civil Service Recruitment

    ID0006, 2011, Capacity Building

  105. Land Administration

    ID0007, 2011, E-Government

  106. National Budget Information

    ID0008, 2011, Anti-Corruption

  107. District Budget Information

    ID0009, 2011, Fiscal Openness

  108. e-Procurement

    ID0010, 2011, Anti-Corruption

  109. One-Map Portal

    ID0011, 2011, E-Government

  110. Environmental Openness

    ID0012, 2011, Anti-Corruption

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