is coordinating the management management of the complaint nationally.
(2) The management of the complaint nationally is the level of managing the management of each organizer within the framework of the public service information system.
(3) The provisions of the national hosting of the management and the integration of the management of the complaint management as referred to in paragraph (1) and paragraph (2) are governed by the Regulation of the Minister.
The Eleventh Part
Coaching and Supervision
Section 19
(1) The leadership of the ministry/agency or local government conducts the coaching and oversight of managing the management of public services in each other's sphere of responsibility.
(2) The coaching and supervision of managing the management of public services as referred to in paragraph (1) is coordinated by the staging of public service hosting of each ministry/agency or local government.
(3) The Minister conducts the coaching and supervision of the implementation of the management of public services in order to host public service information systems nationwide.
(4) The Minister compiling
road map of the development of the complaint management system.
(5) Further provisions of coaching, supervision, and drafting of the road map of the development of the complaint management system as referred to in paragraph (2) and paragraph (3) are governed by the Regulation of the Minister.
BAB III
CLOSING PROVISIONS
Section 20
Upon the expiration of this Presidential Regulation, in the most prolonged period of 1 (one) year:
a. The organizers are required to provide a means of complaint, mechanism, and order of complaint management, and assign a public service management manager; and
B. The minister compiled a road map of the application of a national complaint management system.
Section 21
This President ' s regulation starts to apply to the date of the promulctest.
In order for everyone to know, order an invitation to the Presidential Regulation with its placement in the State Sheet of the Republic of Indonesia.
Set in Jakarta
on December 6, 2013
PRESIDENT OF THE REPUBLIC OF INDONESIA,
-DR. H. SUSILO BAMBANG YUDHOYONO
Promulgated in Jakarta
on December 6, 2013
MINISTER FOR LAW AND HUMAN RIGHTS
REPUBLIC OF INDONESIA,
AMIR SYAMSUDIN
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The Fifth Part
Reporting, Monitoring, and Evaluation
Section 9
(1) The following is the following: (1) the IBM SaaS User (s) and the IBM International Managed Cloud Service (" IBM
(2) The complaint of complaint management as referred to in paragraph (1) includes materials and categories of complaint, acceptance time, settlement status, handling results, and the response of the complainants.
Section 10
(1) The Licensee's use of the Program may not be used for any other purpose, including but not limited to, any of the following: (2) the following:
(2) The mandatory monitoring and evaluation results are actionable by the organizers for the increased hosting of public services.
The Sixth Part
Completion Of Complaint
Section 11
(1) The completion of the complaint must be carried out quickly, appropriately, orderly, tuntas, and be accounted for.
(2) Organizing is required to designate a person who is responsible for the implementation of the follow-up to the following in the IBM International Program.
Section 12
(1) The complaint may be performed by any person who is harmed or any other party who accepts the power to represent it.
(2) The complaint referred to in verse (1) is performed at the slowest 30 (thirty) days since the complainants received service.
(3) The organizers are required to complete any complaint at least 60 (sixty) days since the complaint file is declared complete.
The Seventh Part
Obligations And Prohibitions For The Managed
Section 13
The maintainer must provide service with:
A.empathy, respect and courtesy, selfless, and without the element of coercion;
b.fast, precise, open, fair, undiscriminatory, and do not levy fees;
c.warrant the privacy of the identity of the por according to the provisions of the laws of the laws;
d.give a transparent explanation of the development of the process of treatment handled;
e.e.depaning the principle of professionality and independence in managing the complaint; and
f.pays attention to vulnerable and special needs groups.
Section 14
Maintainer is prohibited:
A.uses a facility for personal or group interest; and
B.received rewards in any form for activities related to the management of the complaint.
The Eighth Part
Complaint Protection
Section 15
(1) In terms of required or complainants requesting protection, the leadership of the organizers is obliged to provide protection to the complainants during the process of complaint management.
(2) The protection as referred to in paragraph (1) may be a guarantee of confidentiality of the identity of the complainants.
Section 16
The organizers or superiors of the party are obliged to treat the snitchon as the innocent until the process is completed.
The Ninth Part
Performance Assessment
Section 17
(1) The Host is required to perform a performance assessment on the management of public service complaints.
(2) The performance assessment as referred to in paragraph (1) is performed by using performance indicators based on the mechanism and layout of the complaint management as referred to in Section 8.
(3) The performance of the performance management performance is conducted in order to complete the performance assessment of the public service.
The Tenth Part
National Public Service Complaint Management System
Section 18
(1) The Minister r;">
Section 4
In each means a complaint must be available information about the mechanism or order of the complaint directly, indirectly, and/or electronic easily obtained and understood by the recipient of the service.
(1) The organizer is required to provide a complaint form that contains at least:
A.ID of the complainate consisting of the full name and address;
b.description of complaint over service; and
The c.venue, the time of delivery, and the signature.
(2) The form as referred to in paragraph (1) is used for the directly delivered complaint.
(3) The Licensee's use of the Program may not be used for any use of the Program.
(4) The organizers can provide the media for electronically delivered complaints betwee
