Socialization Material
Complaint Handling
of Food Social
Assistance Programs
(Bansos Pangan)
The public shall reserve the right to lodge complaints
regarding the provision of public services to the
Local
Government
, the Ombudsman Agency, and/or the Local
House of Representatives (DPRD)
Article 351 Paragraph (1)
Law Number 23 Year 2014 on the Local Government
The Governor as the representative of the
Central Government shall evaluate
performance of public services provided by
the District/Municipal Government.
Article 352 Paragraph (1)
The Minister shall evaluate
performance of public
services provided by the
Provincial Government.
The evaluation conducted by the Minister and the Governor shall be part of the
Article 352 Paragraph (2)
Article 352 Paragraph (2)
Institutional Setting for Complaint Handling
of Bansos Rastra and BPNT in the Region
Establishment of the Complaint Handling Unit is based on Law
Number 23 Year 2014 on the Local Government
Bagian dari
Tikor Bansos Pangan
1) The Local Government shall be
obliged to develop public
services management referring
to the principles of public
services.
Public services management as
intended in paragraph (1) shall
comprise:
b. Public complaint handling;
(1) Complaint Handling System (CHS) Official;
(2) CHS Administrator.
STRUCTURE
The local agency responsible for
Social Affairs (namely, the Local
Services Office for Social Affairs)
Local Agency for the Complaint
Handling Unit
Article 345 Paragraph (1)
Article 345 Paragraph (2)
FUNDING
1)
Under the regional budget
(APBD), or
2)
The Region may support the
financing of complaint
handling for government
affairs, as part of the
Region’s authority in
delivering successful
implementation of National
Programs.
Head of the Region
Head of the Coordinating
Team Secretary of the
Coordinating Team
Planning Unit Campaign Unit
Distribution Implementation
Unit
Monitoring and Evaluation Unit
Complaint Handling Unit
Services Office for Social
Affairs
Services Office for Social
Affairs
Provincial
District/
Municipal
Official AdminAdmin
Official
Each ministry /
agency / Local
Services Office for
Social Affairs / bank
appoints one
Official
and at least
one
Administrator
Coordinating Ministry for Human
and Cultural Development
Ministry of Home Affairs *
Ministry of Social Affairs
Central
Chief Admin
Chief Official Official Admin
BANK
BPNT Complaint Handling at the Central,
Provincial, and District/Municipal Levels
Admin
Official
Admin
Official
In enabling
complaint handling,
the Administrator
must
obtain access
to a LAPOR account
Services Office for Social
Affairs
Services Office for Social
Affairs
Provincial
District/
Municipal
Official AdminAdmin
Official
Each ministry /
agency / Local
Services Office for
Social Affairs /
BULOG appoints one
Official
and at least
one
Administrator
Coordinating Ministry for Human
and Cultural Development
Ministry of Home Affairs *
Ministry of Social Affairs
Central
Chief Admin
Chief Official Official Admin
BULOG
Bansos Rastra Complaint Handling at the Central,
Provincial, and District/Municipal Levels
Admin
Official
Admin
Official
In enabling
complaint handling,
the Administrator
must
obtain access
to a LAPOR account
Complaint Handling
BPNT General Guidelines - p. 88
The Ministry of
Home Affairs
has
published the
Specific
Guidelines of the
Complaint Handling
for the Food Social
Assistance Programs
as a more
specific/detailed
reference for the
complaint handling of
Bansos Rastra
and
BPNT
.
Specific Guidelines for Complaint
Handling of the Food Social
❑
To secure thorough
follow-ups, be sure to include the
detailed address (to the
village name) when lodging a
complaint.
❑
Every BPNT family
beneficiary should include
their KKS card number when
lodging a complaint.
Noncash Food Assistance Program
Complaint Channels
3. Face to face
Family Beneficiaries can directly contact the Services Office for Social Affairs, the distributing bank, or social assistance facilitators
BNPT is not a lifetime program
Family Beneficiaries will receive IDR 110,000/month through the KKS card and use the card to buy rice and / or eggs at the e-warongs.
The BNPT program is specifically
designed for the poor
3. Face-to-face
Pencantuman
tempat/lokasi rinci
sampai ke tingkat
desa/kelurahan pada
setiap pengaduan
diperlukan agar dapat
ditindaklanjuti secara
tuntas
Example of lodging a complaint through SMS:
R #Jawa Timur#Kediri#Ringin Rejo#Purwodadi#
The Rastra distribution is not entirely effective. Poor people here
Complaint Channels
Rastra Social Assistance Program
3. Face-to-face
Each Family Beneficiary is entitled to receiving 10 kg of medium-quality rice every month, free of charge.
Bansos Rastra is not a lifetime program
To secure thorough
follow-ups, be sure
to include the
detailed address (to
the village name)
when lodging a
complaint.
Family Beneficiaries can directly contact the Services Office for Social Affairs, the distributing bank, or social assistance facilitators
Any misuse of the Bansos Rastra Program will be penalized!
Online (SMS, Web)
1. Every community member may lodge a complaint through SMS 1708 or www.lapor.go.id;
2. The Chief Administrator at the Ministry of Home Affairs shall dispose the handling of a complaint according to the following provisions:
a. If related to the responsibilities of the Central Coordinating Team, it shall be disposed to the Central Coordinating Team.
b. If related to the responsibilities of the
District/Municipal Coordinating Team, it shall be disposed to the respective Provincial
Coordinating Team.
c. If related to services provided by a State-Owned Bank or BULOG, it shall be disposed to the headquarter office of the respective bank or BULOG for internal follow-up;
3. At receiving a disposition, the relevant Complaint Handling Unit must follow up the complaint. Any resolution should be reported through the LAPOR application.
4. Responses to the complaint shall be conveyed to the complainant.
Complaint Handling Mechanism
Offline
(Face-to-Face, Telephone, Mail, etc.)
Community member
Chief Administrator (Ministry of Home Affairs)
Administrator at HQ of BULOG/State-Owned
(HIMBARA) Bank
Ministry/ Agency
Provincial Administrator
District/Municipal
Administrator
Categorization of BPNT-Related Complaints
Appreciation from
community members
INFORMATION REQUEST
1)
Program
2)
Eligibility of Beneficiary
3)
KKS/card, PIN, Savings
Account Book + Balance/Bank
Transfer
4)
Type, Quality, and Price of the
Foods
5)
e-Warong/Outlets
6)
Education and Dissemination
of Program Information
COMPLAINT
1)
Program
2)
Eligibility of Beneficiary
3)
KKS/card, PIN, Savings
Account Book + Balance/Bank
Transfer
4)
Type, Quality, and Price of the
Foods
5)
e-Warong/Outlets
6)
Education and Dissemination
of Program Information
7)
Misuse of the social assistance
ASPIRATION
Categorization of Bansos Rastra-Related Complaints
Appreciation from
community members
1)
Amount of the rice
2)
Quality of the rice
3)
Redemption fee charged on a
Family Beneficiary
4)
Eligibility of Bansos Rastra
beneficiary
5)
Schedule of rice delivery
6)
Administrative matters
1)
Amount of the rice
2)
Quality of the rice
3)
Redemption fee charged on a
Family Beneficiary
4)
Eligibility of Bansos Rastra
beneficiary
5)
Schedule of rice delivery
6)
Administrative matters
7)
Misuse of the social assistance
INFORMATION REQUEST
COMPLAINT
Complaint Handling Deadlines and Statuses
Deadlines
LIGHT
MEDIUM
HEAVY
Type of Report:
1) Appreciation
2) Information request
Type of Report:
1) Not related to overseeing matters
2) Can be settled by a single institution
Type of Report:
1) Related to overseeing matters
2) Has the indication of misusing authority
3) Must be settled by multiple institutions (through Coordinating Team meetings)
Reporting examples:
- Procedure-related questions.
- Program information request
Reporting examples:
- Complaint on the standard of service
Reporting examples:
- Complaint on the eligibility of a beneficiary
- Complaint on illegal levies Standard deadline for handling a
complaint:
Up to 7 Business Days
Standard deadline for handling a complaint:
Up to 14 Business Days
Standard deadline for handling a complaint:
Up to 30 Business Days
