Complaint Handling of Food Social Assistance Programs (Bansos Pangan) 2018
Socialization Material Complaint Handling of Food Social Assistance Programs (Bansos Pangan) 2018
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 evaluation of implemented Government Affairs, as the authority of the Region.
Article 352 Paragraph (2) Article 352 Paragraph (2) Why should regions conduct complaint handling of Bansos Rastra and BPNT?
Institutional Setting for Complaint Handling of Bansos Rastra and BPNT in the Region
Head of the STRUCTURE
Region
(1) Complaint Handling System (CHS) Official;
Units under the Coordinating Team for
(2) CHS Administrator.
Head of the Food Social Assistance
Coordinating Bagian dari Team Programs
Tikor Bansos Pangan Secretary of the
Local Agency for the Complaint Coordinating
Handling Unit Team
The local agency responsible for Distribution
Social Affairs (namely, the Local Campaign Monitoring and Complaint
Planning Unit Implementation Services Office for Social Affairs)
Unit Evaluation Unit Handling Unit Unit
FUNDING Establishment of the Complaint Handling Unit is based on Law 1)
Under the regional budget Number 23 Year 2014 on the Local Government
(APBD), or 2)
The Region may support the Article 345 Paragraph (2) Article 345 Paragraph (1) financing of complaint handling for government
1) The Local Government shall be Public services management as
affairs, as part of the obliged to develop public intended in paragraph (1) shall
Region’s authority in services management referring comprise: delivering successful implementation of National to the principles of public
b. Public complaint handling; Programs.
services.
BPNT Complaint Handling at the Central,
Provincial, and District/Municipal Levels CoordinatingMinistry for Human Ministry of Social Ministry of Home
BANK and Cultural Affairs
Affairs * Central Development
- *) Ministry of Home Official
Chief Official Admin Chief Official Official Admin Admin
Affairs as the CHS Admin
Coordinator Each ministry / agency / Local
Services Office BANK for Social Services Office for
Provincial Affairs Social Affairs / bank Official appoints one
Admin Official Admin Official and at least one Administrator In enabling
Services Office complaint handling,
BANK for Social the Administrator
District/ Affairs Official must obtain access
Municipal Admin Official Admin to a LAPOR account
Bansos Rastra Complaint Handling at the Central,
Provincial, and District/Municipal Levels CoordinatingMinistry for Human Ministry of Social Ministry of Home
BULOG and Cultural Affairs
Affairs * Central Development
- *) Ministry of Home Official
Chief Official Admin Chief Official Official Admin Admin
Affairs as the CHS Admin
Coordinator Each ministry / agency / Local
Services Office BULOG for Social Services Office for
Provincial Affairs Social Affairs / Official
BULOG appoints one Admin Official Admin
Official and at least one Administrator In enabling
Services Office complaint handling,
BULOG for Social the Administrator
District/ Affairs Official must obtain access
Municipal Admin Official Admin to a LAPOR account
Complaint Handling BPNT General Guidelines - p. 88 Bansos Rastra General Guidelines - p. 52
Specific Guidelines for Complaint Handling of the Food Social Assistance Programs 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. Complaint Channels Noncash Food Assistance Program Send to
❑ 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
3. Face-to-face
3. Face to face Social Affairs, the distributing bank,
❑ Every BPNT family
or social assistance facilitators
beneficiary should include
BNPT is not a lifetime program
their KKS card number when lodging a complaint.
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 Example of lodging a complaint through SMS: NT #DKI#Jkt Selatan#Pancoran#Rawajati#KKS number: 3235386475739456. I tried shopping at an e-warong on 30 January 2018, but could not make any transaction because my balance was zero. Please help me with this matter so I can
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 only get 5 kg of rice, and this is not always every month. In addition, they have to pay IDR 10,000 for the 5 kg of rice.
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! Send to
Complaint Handling Mechanism Online (SMS, Web)
Community member
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.
Chief Administrator b. If related to the responsibilities of the
(Ministry of Home Affairs) District/Municipal Coordinating Team, it shall be disposed to the respective Provincial Coordinating Team.
c. If related to services provided by a State-Owned
Administrator at HQ of Ministry/
Bank or BULOG, it shall be disposed to the
BULOG/State-Owned Agency
(HIMBARA) Bank headquarter office of the respective bank or
BULOG for internal follow-up;
3. At receiving a disposition, the relevant Complaint
Provincial Administrator
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
District/Municipal complainant.
Administrator Offline (Face-to-Face, Telephone, Mail, etc.)
District/Municipal Coordinating Team for
Every complaint shall be documented digitally through the Food Social Assistance
LAPOR application by the Complaint Handling Unit that Programs received the complaint. The Unit shall then proceed with the online mechanism.
Categorization of BPNT-Related Complaints
Appreciation from community members
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 Responsibilities of HIMBARA Banks
INFORMATION REQUEST
Categorization of Bansos Rastra-Related Complaints
INFORMATION REQUEST COMPLAINT ASPIRATION
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
Complaint Status
Reporting examples:
be automatically closed or deemed completed within ten days upon the submission of the
3) Completed, a complaint is resolved with no objection from the complainant. The case will
remains open because the complainant has raised an objection or it is the process of an automatic closure by system.
2) In process, a complaint has been dealt with by the Complaint Handling Unit, but the case
Standard deadline for handling a complaint: Up to 30 Business Days 1) Not processed, no action has been taken upon a lodged complaint.
Standard deadline for handling a complaint: Up to 14 Business Days
Standard deadline for handling a complaint: Up to 7 Business Days
Reporting examples:
Complaint Handling Deadlines and Statuses Deadlines LIGHT MEDIUM HEAVY Type of Report:
Reporting examples:
Team meetings)
1) Related to overseeing matters 2) Has the indication of misusing authority 3) Must be settled by multiple institutions (through Coordinating
Type of Report:
1) Not related to overseeing matters 2) Can be settled by a single institution
Type of Report:
1) Appreciation 2) Information request
- Procedure-related questions.
- Complaint on the standard of service
- Complaint on the eligibility of a beneficiary
- Program information request
- Complaint on illegal levies
Thank You