Indonesia strengthens SP4N-LAPOR! public complaint system

Indonesia's Minister of Communication and Digital, Meutya Hafid, has reaffirmed the government's commitment to improving public services through the SP4N-LAPOR! national complaint management system. During a memorandum of understanding signing in Jakarta on September 29, 2026, several key institutions joined forces to strengthen the platform, including the Ministry of Communication and Digital, the Ministry of Administrative and Bureaucratic Reform, the Ministry of Home Affairs, Ombudsman RI, and the Office of the Presidential Staff.

The initiative aims to implement a ‘No Wrong Door Policy,’ ensuring that citizens do not have to navigate complex bureaucracies to find the correct authority for their grievances. Instead, the integrated digital system will direct complaints to the appropriate agencies for resolution.

Minister Hafid emphasized that the goal extends beyond resolving individual reports; the collected data and complaint history will be used to identify recurring issues and inform policy improvements. Between 2021 and September 2026, the SP4N-LAPOR! system has received over 1.1 million complaints and is currently integrated across 718 agencies, including 546 local governments, 119 ministries/institutions, and 53 state-owned enterprises.