- In an effort to realize the adequate handling and management of public complaints based on principles that relate to professionalism, accountability, synergy, transparency and innovation, the Minister of Law and Human Rights ("Minister") has issued Regulation No. 6 of 2023 on the Public Service Complaints Management System of the Ministry of Law and Human Rights ("Regulation 6/2023"), which has been in force since 2 February 2023.
- The management of public service complaints through the LAPOR application is to be implemented in the following stages: 1) National administration; 2) Agency administration; and 3) Liaison officers.
- The head of the work unit must provide adequate facilities and infrastructure in order to manage public service complaints. The facilities in question may take the following forms: 1) Website - www.lapor.go.id; 2) SMS - 1708 KUMHAM; 3) Twitter - @lapor1708; or 4) Mobile application - LAPOR. Meanwhile, management infrastructure capable of handling public complaints should take the following forms at the least: 1) Computers; 2) Laptops; 3) Internet access; 4) Printers; 5) Scanners; and 6) Smartphones.
- Data and applications can be utilized through the LAPOR app in relation to the following activities: 1) Data analysis and monthly presentation of infographics by main units, regional offices and technical implementing units (unit pelaksana teknis – "UPT"); 2) Monthly publication and dissemination of data to the public through the media by the main unit, regional offices and UPT; and 3) Formulation of public policies aimed at improving public services at the Ministry of Law and Human Rights.
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