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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, Public Participation, Social Accountability, 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. Disclose public procurement and open contract information

    ID0111, 2020, Anti-Corruption

  2. Increase responsiveness to public service complaints

    ID0112, 2020, E-Government

  3. Implement One Data Indonesia policy

    ID0113, 2020, Access to Information

  4. Pilot community-based evaluation for development programs

    ID0114, 2020, Local Commitments

  5. Increase public service access for marginalized groups

    ID0115, 2020, Gender

  6. Accessibility for persons with disabilities in judicial process

    ID0116, 2020, Access to Justice

  7. Develop open legal aid information portal

    ID0117, 2020, Access to Justice

  8. Expand capacity of legal aid services

    ID0118, 2020, Access to Justice

  9. Provide legal aid to vulnerable groups

    ID0119, 2020, Access to Justice

  10. Ensure access to legal aid information

    ID0120, 2020, Access to Information

  11. Make social welfare data more transparent

    ID0121, 2020, Access to Information

  12. Pilot social accountability approach in villages

    ID0122, 2020, Capacity Building

  13. Provide open election data

    ID0123, 2020, Access to Information

  14. Create digital platform for female health services

    ID0124, 2020, E-Government

  15. Disclose information related to COVID-19 budget

    ID0125, 2020, E-Government

  16. Involve civil society in Truth and Reconciliation Commission (TRC) Bill

    ID0126, 2020, Access to Justice

  17. Strengthen and open access to beneficial ownership data

    ID0127, 2020, Anti-Corruption

  18. Promote civic space in restorative justice efforts

    ID0128, 2020, Access to Justice

  19. Improve capacity to promote public participation in legislative process

    ID0129, 2020, Capacity Building

  20. Create digital platform for open parliament data

    ID0130, 2020, Access to Information

  21. Provide public access to information on members of parliament

    ID0131, 2020, Capacity Building

  22. Create forums for dialogue between parliament members and citizens

    ID0132, 2020, Open Parliaments

  23. Use journalists and media to promote innovations in parliamentary openness

    ID0133, 2020, E-Government

  24. Institutionalize and increase capacity of Open Parliament Indonesia

    ID0134, 2020, Capacity Building

  25. Platform for Improved Legislative Data and Information

    ID0106, 2018, Capacity Building

  26. Make Legislative Information More Accessible

    ID0107, 2018, E-Government

  27. Improving Documentation and Access to Information on Parliamentary Sessions

    ID0108, 2018, E-Government

  28. Formulation of the Open Parliament Indonesia Roadmap

    ID0109, 2018, Capacity Building

  29. Establishing the Open Parliament Indonesia Institution

    ID0110, 2018, Open Parliaments

  30. Extractives Data Management

    ID0092, 2018, Anti-Corruption

  31. Transparency and Participation in Health Data

    ID0093, 2018, E-Government

  32. Public Service Data

    ID0094, 2018, E-Government

  33. Participatory Education Budget

    ID0095, 2018, Capacity Building

  34. Participatory Village Government Planning

    ID0096, 2018, Capacity Building

  35. Civic Participation in E-Legislation Portal

    ID0097, 2018, E-Government

  36. Election Data Openness

    ID0098, 2018, Access to Information

  37. Health Service Data

    ID0099, 2018, E-Government

  38. Public Consultation Reform

    ID0100, 2018, Capacity Building

  39. LAPOR!-SP4N Quality Improvements

    ID0101, 2018, Capacity Building

  40. Complaint System for Environment

    ID0102, 2018, Anti-Corruption

  41. Government Procurement Transparency

    ID0103, 2018, Anti-Corruption

  42. Strenthening Open Data

    ID0104, 2018, Access to Information

  43. Improvements to Legal Aid

    ID0105, 2018, Access to Justice

  44. Open Government Strategic Plan

    ID0047, 2016, Public Participation

  45. Public Agency Consultation Guidlines

    ID0048, 2016, Capacity Building

  46. Good Governance Manual and Public Consultations to Reach SDGs

    ID0049, 2016, Capacity Building

  47. Geospatial Information Management

    ID0050, 2016, Capacity Building

  48. Monitoring Public Services by Ombudsman

    ID0051, 2016, E-Government

  49. Ombudsman Overseeing Public Services

    ID0052, 2016,

  50. Public Services at Ministry of Education and Culture

    ID0053, 2016, Capacity Building

  51. Public Services at Ministry of Religious Affairs

    ID0054, 2016,

  52. Development of LAPOR into SP4N

    ID0055, 2016, Capacity Building

  53. Public Complaints Administration Integration into LAPOR!-SP4N

    ID0056, 2016, Capacity Building

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

    ID0057, 2016, Capacity Building

  55. 1 Million Complaints Via LAPOR! by 2016

    ID0058, 2016, E-Government

  56. LAPOR! Public Accountability

    ID0059, 2016, Public Participation

  57. Interconnectivity of SOEs to LAPOR!

    ID0060, 2016, Capacity Building

  58. Environment and Forrest Sector Public Complaints

    ID0061, 2016, E-Government

  59. Strengthened Village Governance

    ID0062, 2016, Capacity Building

  60. Public Information Disclosure Through Ministry of Health

    ID0063, 2016, E-Government

  61. Public Information Disclosure Through Ministry of Education and Culture

    ID0064, 2016, E-Government

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

    ID0065, 2016, E-Government

  63. Public Information Disclosure at Higher Education Institutions

    ID0066, 2016, E-Government

  64. Budget Transparency Information System

    ID0067, 2016, E-Government

  65. Inter Agency Data Governance

    ID0068, 2016, Capacity Building

  66. Open Data Implementation

    ID0069, 2016, Capacity Building

  67. Public Complaints Channels

    ID0070, 2016, Capacity Building

  68. Information Disclosure at Village Levels

    ID0071, 2016, E-Government

  69. Increase in Number of Open Data

    ID0072, 2016, Access to Information

  70. Improved Public Services

    ID0073, 2016, Capacity Building

  71. Transparency in the Regional Government Budget System

    ID0074, 2016, E-Government

  72. Procurement Disclosure in Bandung

    ID0075, 2016, Anti-Corruption

  73. Enhancing the LAPOR! Application

    ID0076, 2016, E-Government

  74. Public Complaints Services in the City of Bandung

    ID0077, 2016, Local Commitments

  75. Information Disclosure on Citizens’ Proposals to DPRD

    ID0078, 2016, E-Government

  76. Greater Public Participation in Disseminating Development Information

    ID0079, 2016, Education

  77. "One Data Indonesia” in Semarang.

    ID0080, 2016, Access to Information

  78. One Data Basis for Semarang

    ID0081, 2016, Access to Information

  79. Enhanced Public Information Disclosure

    ID0082, 2016, E-Government

  80. Public Monitoring of Services in Semarang

    ID0083, 2016, Capacity Building

  81. Access to Information on DPRD

    ID0084, 2016, Capacity Building

  82. Data Governance of DPRD

    ID0085, 2016, Fiscal Openness

  83. Infrastructure for Fublic Information Disclosure

    ID0086, 2016, Capacity Building

  84. Public Information Communications Strategy

    ID0087, 2016, Local Commitments

  85. Information Through Jakarta.Go.Id Portal

    ID0088, 2016, Capacity Building

  86. Public Services Complaint Channel

    ID0089, 2016, Local Commitments

  87. Strengthening of Data Governance

    ID0090, 2016, Access to Information

  88. Public Participation in Development Planning

    ID0091, 2016, E-Government

  89. Strengthening Transparency Infrastructure of Public Bodies

    ID0028, 2014,

  90. Strengthening Infrastructure of Central and Local Information Commission

    ID0029, 2014, Capacity Building

  91. Strengthening Institutional and Human Resources Infrastructure for Public Services

    ID0030, 2014, Public Participation

  92. Improve Quality of Openness in Health Services

    ID0031, 2014, Health

  93. Improve Quality of Openness in Education Services

    ID0032, 2014, E-Government

  94. Accelerate Open and Good Governance Practices in Law Enforcement

    ID0033, 2014, E-Government

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

    ID0034, 2014, Anti-Corruption

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

    ID0035, 2014, Capacity Building

  97. Accelerate Open and Good Governance Practices in Land Affairs

    ID0036, 2014, Land Rights & Spatial Planning

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

    ID0037, 2014, Citizenship & Immigration

  99. Accelerate Open and Good Governance Practices in Hajj Management

    ID0038, 2014,

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

    ID0039, 2014, Anti-Corruption

  101. Improve Public Participation in Development Planning

    ID0040, 2014, E-Government

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

    ID0041, 2014, Open Parliaments

  103. Improve Public Participation in Environmental Preservation

    ID0042, 2014, Environment and Climate

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

    ID0043, 2014, Health

  105. Community Empowerment to Support Environmental Sustainability

    ID0044, 2014, Environment and Climate

  106. Community Empowerment to Strengthen Agriculture Sector

    ID0045, 2014, Capacity Building

  107. Community Empowerment to Develop Creative Sector

    ID0046, 2014, E-Government

  108. Motor Vehicle Services

    ID0013, 2013, Infrastructure & Transport

  109. Public School Funding

    ID0014, 2013, Anti-Corruption

  110. Hajj Services: Ministry of Religious Affairs

    ID0015, 2013, Anti-Corruption

  111. Marriage Services: Office of Religious Affairs

    ID0016, 2013,

  112. Toll Roads

    ID0017, 2013,

  113. Land Affairs Transparency

    ID0018, 2013, E-Government

  114. Forest Management

    ID0019, 2013, Anti-Corruption

  115. Transparency and Accountability in Natural Resources Management Activity

    ID0020, 2013, Access to Information

  116. Oil, Gas, and Mining Revenue Transparency

    ID0021, 2013, Anti-Corruption

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

    ID0022, 2013, Access to Information

  118. 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

  119. 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

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

    ID0025, 2013, Local Commitments

  121. Integration of Performance-Based Budgeting

    ID0026, 2013, Fiscal Openness

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

    ID0027, 2013, Fiscal Openness

  123. Poverty Reduction

    ID0001, 2011, E-Government

  124. Education Subsidies

    ID0002, 2011, Education

  125. Health Subsidies

    ID0003, 2011, Health

  126. Police

    ID0004, 2011, Access to Justice

  127. High Corruption Risk

    ID0005, 2011, E-Government

  128. Civil Service Recruitment

    ID0006, 2011, Capacity Building

  129. Land Administration

    ID0007, 2011, E-Government

  130. National Budget Information

    ID0008, 2011, Anti-Corruption

  131. District Budget Information

    ID0009, 2011, Fiscal Openness

  132. e-Procurement

    ID0010, 2011, Anti-Corruption

  133. One-Map Portal

    ID0011, 2011, E-Government

  134. Environmental Openness

    ID0012, 2011, Anti-Corruption

Open Government Partnership