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Socialization Material
Complaint Handling
of Food Social
Assistance Programs
(Bansos Pangan)
2018
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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?
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Institutional Setting for Complaint Handlingof 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
TeamSecretary of the
Coordinating
Team
Planning UnitCampaign
Unit
Distribution
Implementation
Unit
Monitoring and
Evaluation Unit
Complaint
Handling Unit
Units under the
Coordinating Team for
Food Social Assistance
Programs
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Services Office
for Social
Affairs
Services Office
for Social
Affairs
Provincial
District/
Municipal AdminOfficial
AdminOfficial
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
AffairsCentral
Chief
AdminChief Official AdminOfficial
BANK
BANK
AdminOfficial
BANK
AdminOfficial
BPNT Complaint Handling at the Central,
Provincial, and District/Municipal Levels
AdminOfficialAdminOfficial
In enabling
complaint handling,
the Administrator
must obtain access
to a LAPOR account
*) Ministry of Home
Affairs as the CHS
Coordinator
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Services Office
for Social
Affairs
Services Office
for Social
Affairs
Provincial
District/
Municipal AdminOfficial
AdminOfficial
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
AffairsCentral
Chief
AdminChief Official AdminOfficial
BULOG
BULOG
AdminOfficial
BULOG
AdminOfficial
Bansos Rastra Complaint Handling at the Central,
Provincial, and District/Municipal Levels
AdminOfficialAdminOfficial
In enabling
complaint handling,
the Administrator
must obtain access
to a LAPOR account
*) Ministry of Home
Affairs as the CHS
Coordinator
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Complaint Handling
BPNT General Guidelines - p. 88
Bansos Rastra General Guidelines - p. 52
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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
Assistance Programs
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❑ 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.
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
use get the food assistance benefits. Thank you.
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
Send to
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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.
Better-off families also receive the same amount of rice. Please follow up this matter.
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
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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.)
Every complaint shall be documented digitally through the
LAPOR application by the Complaint Handling Unit that
received the complaint. The Unit shall then proceed with
the online mechanism.
Community member
Chief Administrator
(Ministry of Home Affairs)
Administrator at HQ of
BULOG/State-Owned
(HIMBARA) Bank
Ministry/
Agency
Provincial Administrator
District/Municipal
Administrator
District/Municipal
Coordinating Team for
Food Social Assistance
Programs
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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
Responsibilities of
HIMBARA Banks
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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 Rastrabeneficiary
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 Rastrabeneficiary
5) Schedule of rice delivery
6) Administrative matters
7) Misuse of the social assistance
INFORMATION REQUEST COMPLAINTASPIRATION
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Complaint Handling Deadlines and Statuses
DeadlinesLIGHT 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
1) Not processed, no action has been taken upon a lodged complaint.
2) In process, a complaint has been dealt with by the Complaint Handling Unit, but the case
remains open because the complainant has raised an objection or it is the process of an
automatic closure by system.
3) Completed, a complaint is resolved with no objection from the complainant. The case will
be automatically closed or deemed completed within ten days upon the submission of the
response.
Complaint Status
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Thank You
