Applicable Local Number 8 Of 2008

Original Language Title: Peraturan Daerah Nomor 8 Tahun 2008

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Microsoft Word-Qanun No. 08 of 2008. doc 1 QANUN ACEH number 8 in 2008 ABOUT BISMILLAHIRRAHMANIRRAHIM PUBLIC SERVICE with the GRACE of GOD ALMIGHTY the GOVERNOR of NANGGROE ACEH DARUSSALAM, Considering: a. that the Government of Aceh as the main organizer of the public service, in accordance with the principles of good governance and democracy, the need to serve the needs of the public in a way that best foot forward; b. that provide public services conducted by the organizer of the public service is an activity to be done on an ongoing basis, as the development expectations of the public and the advancement of science and technology (SCIENCE and TECHNOLOGY), demanding to do improve the quality of public services; c. that the efforts to improve the quality and ensure the provision of public services in Aceh, then need to set the standard and criteria of public service providers in providing services to the public; d. that in an effort to reassert the rights and obligations of public service providers and the general public is the embodiment of service recipients in the Organization of the public service needs to be setting legal norms to provide protection of the rights of the public in getting Ministry; e. that based on considerations as referred to in letter a, letter b, letter c, letter d, and need to make up the Qanun Aceh about public services; Remember: 1. Act No. 24 of 1956 on the establishment of the autonomous region province of Atjeh and the rule change the formation of the North Sumatra Province (State Gazette of the Republic of Indonesia Number 64 in 1956, additional State Gazette Number 1103); 2. Act No. 8 of 1974 about Staffing issues as amended by Act No. 43 of 1999 (State Gazette of the Republic of Indonesia year 1999 Number 169, additional sheets of the Republic of Indonesia Number 3890);

2 3. Act No. 5 of 1986 jo Act No. 9 of 2004 about the judicial Administrative State (State Gazette of the Republic of Indonesia Number 77 in 1986, an additional Sheet of the Republic of Indonesia Number 3344); 4. Law number 8 of 1999 on the protection of the consumer (State Gazette of the Republic of Indonesia number 42 in 1999, an additional Sheet of the Republic of Indonesia Number 4125); 5. Act No. 28 of 1999 regarding the Organization of a country that is clean and free of corruption, Collusion and Nepotism (State Gazette of the Republic of Indonesia Number 75 in 1999), an additional Sheet of the Republic of Indonesia Number 3851); 6. Act No. 39 of 1999 on human rights (State Gazette of the Republic of Indonesia year 1999 Number 165, an additional Sheet of the Republic of Indonesia Number 3886); 7. Act No. 44 of 1999 regarding the Organization of the specialness of the province of Aceh (Indonesia Republic Gazette year 1999 Number 172, an additional Sheet country number 3893); 8. Act No. 17 of 2003 about State Finances (State Gazette of the Republic of Indonesia Number 47 in 2003, an additional Sheet of the Republic of Indonesia Number 4286); 9. Act No. 10 of 2004 concerning the formation of Legislation (State Gazette of the Republic of Indonesia Number 54 in 2004, an additional State Gazette Number 4437); 10. Law Number 32 of 2004 concerning Regional Government (State Gazette of the Republic of Indonesia Number 125 of 2004, an additional State Gazette Number 4437) as amended a second time with Act No. 12 of 2008 about the second amendment in the Law Number 32 of 2004 concerning Regional Government (State Gazette of the Republic of Indonesia Number 59 in 2008, an additional State Gazette Number 4844); 11. Act No. 11 of 2006 about the Government of Aceh (Sheet Republic of Indonesia year 2006 Number 62, additional State Gazette Number 4633); 12. Act No. 14 of 2008 about the openness of public information (State Gazette of the Republic of Indonesia Number 61 in 2008, an additional Sheet of the Republic of Indonesia Number 4846); 13. Government Regulation number 30 in 1980 about civil servants Disciplinary Regulations (Gazette of the Republic of Indonesia Number 50 in 1980, State Gazette Supplementary Number 3175); 14. Government Regulation Number 68 of 1999 regarding the procedures for the implementation of the Peranserta Community in the State (State Gazette of the Republic of Indonesia Number 129 in 1999, an additional Sheet country number 3866); 15. Government Regulation Number 23 in 2005 about the Agency's financial management public service (State Gazette of the Republic of Indonesia Number 48 in 2005, an additional State Gazette Number 4502);


3 16. Government Regulation Number 24 of 2005 about Governmental accounting standards (State Gazette of the Republic of Indonesia Number 49 in 2005, an additional State Gazette Number 4503); 17. The Qanun No. 3 in 2007 about The formation of the Qanun (Regional Gazette Nanggroe Aceh Darussalam in 2007 an extra Sheet number 03 Region of Nanggroe Aceh Darussalam 2007 number 03); Together with the approval of the HOUSE of REPRESENTATIVES and the Governor of ACEH NANGGROE ACEH DARUSSALAM decide: define: QANUN ACEH ABOUT public service. CHAPTER I GENERAL PROVISIONS article 1 In this Qanun is: 1. Aceh is the area of the province which is the unity of Community law that is both exceptional and special authorized to arrange and take care of her own affairs of Government and local community interests in accordance with laws and regulations in the system and the principle of the unitary State of the Republic of Indonesia based on the Constitution of the Republic of Indonesia in 1945, led by a Governor. 2. District/city is part of the Province as a whole the Community law which specifically authorized to arrange and take care of her own affairs of Government and local community interests in accordance with laws and regulations in the system and the principle of the unitary State of the Republic of Indonesia based on the Constitution of the Republic of Indonesia in 1945, led by the Regent/Mayor. 3. The Government of Aceh province in local governance is a system of the unitary State of the Republic of Indonesia based on the Constitution of the Republic of Indonesia in 1945 which organizes the Affairs of governance exercised by the regional Government of Aceh and Aceh Representatives in accordance with the functions and authority. 4. The Government of the district/city is conducting the Affairs of the Government which is exercised by district/city government and Representatives of the regional district/city in accordance with the functions and authorities of each; 5. The Government of Aceh hereinafter referred the Government of Aceh is Aceh Government organizers of the elements comprising the top Governor of Aceh and the device. 6. The Governor is the head of the Aceh Government chosen through a democratic process that is carried out based on the principle of direct, secret, public, free, honest and fair. 7. Local Government district/city Governments hereafter Kabupaten/Kota is the organizer of the local governance elements of kabupaten/kota, comprising Bupati/Walikota and other areas of kabupaten/kota.

4 8. Bupati/Walikota is the head of the regional Government of kabupaten/kota were selected through a democratic process that is carried out based on the principle of direct, secret, public, free, honest and fair. 9. The House of representatives the Area hereinafter referred to as the House of representatives of Aceh (DPRA) are the organisers of the Aceh local governance, whose members are elected through the general election. 10. Representatives of the regional district/city are hereinafter referred to as the House of representatives Districts/cities (the DPRK) are the organizers of the regional district/City Government elected through the general election. 11. Public service is any service activities carried out by public service providers as the fulfillment of the needs of the recipients of the services in accordance with the provisions of the legislation. 12. Public Service Providers hereinafter referred the organizers are all units of Government work units in Aceh, district/city government work, task Organizer, pembantuan and other public service providers who serve the public in Aceh. 13. public service providers Authorities who then called apparatus are officials, employees and everyone who works in the Organization of organizers of public service with the authority, duties and responsibilities of each. 14. The community is the whole party that serves as the beneficiaries of good service, the individual person, group of persons, or legal entities. 15. The recipients of the public service is an individual person and/or group of people and or legal entities who have the rights and obligations of a public service. 16. minimum service standard is a technical specification of the minimum service benchmarks that must be provided by the organizer of the public service. 17. community satisfaction Index is a measure of satisfaction community as recipients of services provided by public service providers based on the established service standard. 18. Accountability is the embodiment of public service obligations for public service providers accountable to the Governor, Bupati/Walikota, DPRK and the DPRA/community regarding the achievement of the objectives that have been established, through the mechanism of accountability on a periodic basis. 19. the Information Ministry is a written statement of the Organizer contains a commitment of organizers to ensure that services are provided in accordance with the standard of service as well as announced and/or published. 20. The complaint is a report from the community and the recipients of public services whether oral and/or written inform against the mismatch between services received with the standard of service that has been determined. 21. public service Disputes are disputes arising in the field of public services between the recipient of the service with the public service providers due to the mismatch between services that are received by the service standard set. 22. Information system is a mechanism of delivery of information from the Organizer to the community with the best in the form of oral, writing, the symbol or electronic documents about all the stuff that is easy to understand the Organization of the services related to dikelolanya.


5. CHAPTER II, PRINCIPLE, purpose, function and the SCOPE of article 2 (1) the Organization of the public service is carried out in accordance with the General principles of organizing good governance. (2) the General principles of organizing good governance as referred to in subsection (1) include the following: a. Islamic; b. Justice; c. humanitarian; d. the orderly conduct of the Government; e. legal certainty; f. proportionality; g. equality; h. openness; i. participatory; j. accountability; k. public interest; b. professionalism; d. equality; n. balance of rights and obligations; o. peasants; p. effectiveness; q. are sustainable; and r. gender sensitivity. Article 3 the Organization of public services aimed at: a. certainty of accomplishing the rights, obligations and authority throughout the parties related to the Organization of public services in Aceh; b. realization of the system of organizing good public services in accordance with the General principles of organizing good governance in Aceh; c. the realization of the rights of society in obtaining public services in a fast, easy and up; and d. make the participation and adherence of the community in improving the quality of public services in accordance with the applicable mechanisms. Article 4 the Organization of the public service task and function at the lack of: a. the exercise of Ministry; b. management of complaints; c. information management, documentation; and d. internal oversight.

6 article 5 scope of organizing public services include all services that are public are performed by each institution the Government of Aceh, district/city government, organizer of the pembantuan task, and other public service providers who serve the public in Aceh. CHAPTER III PUBLIC SERVICE PROVIDERS is considered part of the Obligations, rights and Prohibitions Apparatus article 6 (1) the mandatory Authorities carry out the duties and functions referred to in article 4. (2) Apparatus in carrying out the duties and functions referred to in subsection (1) is required to provide accountability in accordance with the provisions of the legislation. (3) the apparatus referred to in subsection (2) if resign or relinquish responsibility for the position or Office required to provide accountability in accordance with the provisions of the legislation. Chapter 7 Apparatus in carrying out the tasks and functions is obligated to fulfill the call to attend or carry out orders at the request of the competent authority in accordance with the provisions of the legislation. Article 8 public service Apparatus benefit work achievement of APBA/APBK in accordance with the legislation. Article 9 (1) the apparatus as referred to in article 6 to article 8 is prohibited: a. perform services that do not meet the standards that have been set; b. provide information that is not correct; c. inhibiting the access information to the recipients of public services; d. ministering with distinguishing the tribe, religion, race and socioeconomic status; and e. received rewards or doing charge outside conditions. (2) Apparatus which breach the provisions as referred to in paragraph (1) be penalized in accordance with the provisions of the laws-invitation.

7 article 10 (1) the apparatus is prohibited to leave the duties and obligations with respect to the position or Office, except the permission of superiors in accordance with the provisions of the legislation. (2) when the apparatus referred to in subsection (1) to leave the duties and obligations, the employer in question obligatory pointing apparatus replacement. The second part resource management Apparatus article 11 compulsory Organizer organizes the recruitment and promotion of its officials are not discriminatory, transparent, professional and fair manner, in accordance with the provisions of the legislation. Article 12 (1) the Organizer is obliged to hold a performance evaluation of public service apparatus surroundings periodically and sustainable organization. (2) the organizers can improve our organizational structure, resource agencies and the public conduct of the procedure based on the results of the evaluation as referred to in paragraph (1). (3) performance evaluation apparatus and refinement as referred to in paragraph (1) and paragraph (2) is conducted based on the principles of organization of the public service. (4) the results of the performance evaluation and refinement of the apparatus referred to in subsection (1) and paragraph (2) obligatory reported to the Governor and/or Regent/Mayor. (5) the procedures of establishment of performance evaluation and refinement as referred to in paragraph (1), subsection (2), and subsection (3) are defined in the regulations of the Governor. The third part of the relationships between the organizers of article 13 (1) at the request of other organizers, organizers can give limited assistance for the holding of a public service which has linkages with the Ministry. (2) the grant of limited assistance as referred to in paragraph (1) should be based on: a. the scope of the powers and duties of the public service cannot be done alone by the organizers; and b. the limited resources the organizer and/or incompleteness and infrastructure belonging to the organizers.


8 part four Organizers in cooperation with the other parties of article 14 (1) Organizers can give up some duties of public service to other parties in the form of a cooperation agreement the Organization of the public service in accordance with the provisions of the legislation. (2) cooperation as referred to in subsection (1) does not remove the responsibility of the organizer of the public service. (3) the other party as stipulated in paragraph (1) legal Indonesia incorporated and domiciled in Aceh which is hundred percent owned by citizens or legal entities Indonesia. (4) the co-operation referred to in subsection (1) is carried out by the Government of Aceh and/or district/city government over approval of the DPRA/DPRK. (5) the cooperation carried out by the Government of Aceh and/or district/city governments with the other party as stipulated in paragraph (1), subsection (3) and subsection (4) does not pose an additional burden for the region and communities. CHAPTER IV ORGANIZATION of the PUBLIC SERVICE is considered part of the public service Article 15 conduct of the public services should pay attention and apply: a. the principles of the Ministry; b. the service standard; c. patterns of organization of the Ministry; d. information systems service; e. information services; f. the means, infrastructure facilities and services; g. service charge; h. special services for poor families, the disabled, the elderly, pregnant women and toddlers; i. behavior of the apparatus in the delivery of services; j. supervision of the Organization of the Ministry; k. community satisfaction level; b. resolution of complaints and disputes; and m. performance evaluation organization of the public service. The second part of the principle of public service article 16 the principle of public service as referred to in article 3 a include: a. simplicity: the procedure of the public service is not straightforward, easy to understand and easy to implement;

9 b. clarity: technical requirements and administrative public service, work unit/the acting authorities and responsible for providing service and settlement of complaints/problems/disputes in the implementation of the public service, the details of the cost of public services and the procedures for payment; c. the certainty and timely: the implementation of the public service must be implemented within the time allowed, with attention to aspects of the efficient use of pemamfaatan time; d. accuracy: public service product is received correctly, valid, accurate and fast as well as processes and services should pay attention to aspects of added value for the users of public services; e. not discriminatory: it does not differentiate social economic status, position, rank, tribe, race or religion; f. responsibility: the leadership of the public service or the designated official responsible for the Organization of the Ministry and the resolution of complaints/problems in the implementation of the public service; g. honesty: public service must be based on truth; h. the completeness of facilities and infrastructure: the availability of facilities and infrastructure work, work equipment and other support including the provision of adequate means of telecommunication and informatics technology; i. ease of access: the place and the location services are adequate, easily accessible by the public and can benefit from the telecommunications and informatics technology; j. do not receive remuneration in any form; k. accuracy: minutely and carefully; b. discipline, politeness and friendliness: giver of services should be disciplined, well-mannered, polite, friendly and sincere attitude by showing empathy towards the interests of the users of the service; m. akhlakul karimah: shows the noble traits based on Islamic values; n. Security: the atmosphere of the place of service must avoid various disorders and accidents; o. order: follow the established services; and p. comfort: the environment should be orderly, regular, the waiting room is comfortable, clean, healthy, free of noise and supported by other public facilities. The third part of the standard service article 17 (1) organizers of public services as stipulated in article 15 letter b must have a standard service in accordance with the nature, types and characteristics of service held by observing the environment, needs and input from the community as well as related parties. (2) the standards of the public service referred to in subsection (1) is a standardized measure in implementing public service. (3) the standards of public service that has been standardised as referred to in paragraph (2) is obligated to abide by the giver and/or the recipient service.

10 Article 18 public service Standards as stipulated in article 5 clause (1) at the lack of cover: a. legal basis; b. requirements; c. service procedures; d. resolution time; e. service charge; f. product stewardship; g. facilities and infrastructure; h. the competence of officers of the Ministry; i. internal auditing; j. complaint handling; k. warranty service. The fourth part of the pattern of Services article 19 (1) of the pattern of public services as stipulated in article 15 of the letters c implemented: a. functional services; centralized services; b. c. integrated services; and d. the task force. (2) the functional Services as referred to in paragraph (1) letter a that is the pattern of public services provided by the organizer of the service in accordance with the tasks, functions and authority. (3) a centralized Service referred to in subsection (1) letter b that is the pattern of public services provided by service providers in a single pelimpahan based on the authority of other related service providers. (4) Integrated Services as referred to in paragraph (2) Letter c that is the pattern of public services provided in one place that includes many different types of services that have linkages and process served through one door. (5) the task force referred to in subsection (1) the letters d i.e. officer public service individually or in the form of task force placed on intansi giver services and location specific services granting.


the fifth Section 11 information systems in the Organization of public services article 20 (1) Organizers manage information system referred to in Article 15 d effectively, efficiently and easily accessible. (2) the information system referred to in subsection (1) at least include the following: a. the type of service; b. the terms and procedure of the Ministry; c. service standard; d. the information Ministry; e. performance monitoring mechanisms; f. handling of complaints; g. Financing; and h. presentation of performance statistics of the Ministry. Article 21 of the document, deed and the like used in organizing the public service can be a product of electronics or information technology, the result is legally declared invalid based on the provisions of laws-invitation. The sixth section of the Information Services section 22 (1) mandatory information Ministry compiled the Organizers as stipulated in article 15 of the letter e is adapted to the nature, type and characteristics of the service which is organized as well as published clearly. (2) service of a notice referred to in subsection (1) at least load requirements, service procedures, standards of service and service fees. The seventh part of the management of the infrastructure and facilities, means of public service Article 23 (1) Organizer is obliged to manage the infrastructure and facilities, means of public services as referred to in article 15 and the letter f is done effectively, efficient, transparent, accountable, sustainable and accessible society as easy. (2) the management of the infrastructure and service facilities as referred to in paragraph (1) pay attention to comfort, safety, cleanliness, order, gender, pregnant women, the disabled, and the elderly. (3) the provision of infrastructure services and facilities referred to in subsection (2), having regard to the characteristics of the service.

12 section 24 Apparatus responsible for implementation, maintenance and/or replacement of the means, the infrastructure and facilities of the public service in accordance with the requirements and standards of comfort, health, and security. Article 25 (1) Organizers are prohibited from giving permissions to certain parties to use facilities and infrastructure or public services which result in facilities and infrastructure or facilities that the public service is not working or not in accordance with the allocation. (2) the transfer and/or modifying the function allotment every infrastructure or facilities, public services, implemented on the basis of the provisions of the legislation. Article 26 (1) the Organizers intend to modify or improve infrastructure or public service facilities, mandatory announced and/or put up clear signs in a place that is easily understood. (2) form and content of the announcement referred to in subsection (1) at the lack of names, names of responsible activity, timing of activities and benefits. The eighth part of the cost of public services article 27 (1) the cost of conducting the public service as stipulated in article 15 of the letter g in fact charged to APBA/APBK. (2) in the case of certain public service providers can specify the magnitude of the cost of the service to the recipient of the service. (3) the magnitude of the servicing fee as referred to in paragraph (2) should pay attention to and consider the following: a. the socio-economic level, ability and purchasing power; b. the value/price of goods and/or services; and c. details of costs by type of service should be clear and transparent. (4) the magnitude of the servicing fee referred to in subsection (3) is set further in the qanun Aceh and/or qanun kabupaten/kota. The ninth special service section of article 28 (1) Organizers sought mandatory availability of infrastructure and facilities for the disabled, the elderly, pregnant women and toddlers as stipulated in article 3 h. (2) the Organizer is obligated to pay attention to the conditions and characteristics of the inland area, secluded, isolated islands and in providing the service.

13 (3) the provision of infrastructure and facilities referred to in subsection (1) is obligated to ensure the affordability of users of the services implemented in accordance with the provisions of the legislation. Article 29 the organizers can provide certain classes of service along does not conflict with standard services and provisions of laws-invitation. The tenth part of the behaviour of the apparatus In the service of article 30 of the behavior of the apparatus referred to in Article 15 of the letters i compulsory: a. uphold Islamic values; b. maintain the integrity and reputation of the organizers; c. maintain the honor of the organizer of the institution every time and place; d. Justice; e. berakhlakul karimah; f. not discriminatory; g. matter; h. the painstaking, thorough and meticulous; i. respect and not harassing; j. friendly, diligent and patient; k. be assertive and reliable; b. do not give a protracted decision; d. be independent; n. do not provide the service of process is convoluted; o. do not divulge information or documents which according to the provisions of legislation of compulsory concealed; p. open and take appropriate measures to avoid conflict of interest; q. are not abusing the service facilities and infrastructure; r. did not misuse the information, Office and/or the authority owned; and s. professional and do not deviate from the procedure. The eleventh section of the supervision of the Organization of the public service of article 31 (1) the supervision of the Organization of the public service as stipulated in article 15 j done by internal and external supervisory watchdogs. (2) supervision of the internal organization of the public service referred to in subsection (1) is carried out through:


14 a. oversight by superiors directly in accordance with the provisions of the legislation; and b. the functional supervision in accordance with the provisions of the laws-invitation. (3) the external supervision of the Organization of the public service referred to in subsection (1) is carried out through: a. the DPRA/oversight by the DPRK in accordance with the provisions of the legislation; and b. the supervision carried out by the community in the form of reports or public complaints about irregularities and shortcomings in the Organization of the public service. Part of the twelve Community Satisfaction Index of article 32 (1) community service recipient Satisfaction achieved when acquiring services in accordance with the required and expected. (2) the recipient community satisfaction benchmark of service referred to in subsection (1) is determined based on index satisfaction community. (3) index to the satisfaction of the community as referred to in paragraph (2) is a measure of the success of the Organization of the public service as determined by the level of satisfaction of the recipient of the service. (4) the organiser of public service as referred to in paragraph (3) obligatory performance assessment organization of public services on a periodic basis. (5) performance assessment referred to in subsection (4) is done through a survey measuring community satisfaction index in accordance with the applicable provisions. (6) the results of the survey referred to in paragraph (5) was announced to the community openly through the mass media. Article 33 (1) in the event of a discrepancy between the value of the index found satisfaction community with public service standards as stipulated in article 32 paragraph (5), the Governor/Regent/Mayor of the obligatory coaching and development of the capacity of the Organization of the public service. (2) the procedures of implementation of coaching and the development of the capacity of the Organization of the public service referred to in subsection (1) is set out in the regulations of the Governor.

15 CHAPTER v. rights, obligations and rights are Considered part of the COMMUNITY PERANSERTA Receive public services Article 34 public service Recipient has a right: a. get a quality service in accordance with specified service standard; b. get the ease to obtain more information about the procedures of the public service; c. provide suggestions for improvement of public service; d. obtaining service which is not discriminatory, polite, friendly and welcoming; e. delivered a complaint to the organizer of the public service Commission and or handle public complaints to get the settlement; f. get a settlement of the complaint submitted in accordance with the mechanism; and g. get advocacy, dispute resolution efforts protection in the public service. The second part of the obligations of the recipient of the public services Section 35 Recipients of public service has an obligation to: a. keep the mechanism, the procedure and the requirements in the Organization of the public service and complaint; b. maintain and keep the various public service facilities and infrastructure; and c. maintain the cleanliness, order and security. The third part Peranserta Society Article 36 (1) the community has the same opportunity to join them freely and in public service. (2) Peranserta of the community as referred to in subsection (1) is carried out by means of: a. provide information needed for public service providers; b. menumbuhkembangkan ability and pioneering society in organizing the public service; c. foster a caring society to conduct surveillance in the public service; and 4 d. to give advice and or opinions in the framework of the Organization of the public service. CHAPTER VI COMPLAINTS and DISPUTE RESOLUTION Complaint is considered Part of article 37 (1) the complaint presented to the leadership of the public service public service providers or to the Commission that handles complaints public. (2) to accommodate public complaints as referred to in paragraph (1) provides a public service counter of the organizers and a complaint. (3) Public Service Providers must follow up the complaint referred to in subsection (1) within 5 (five) working days after the complaint is received. (4) in the event of the completion of public complaints referred to in subsection (3), the leadership of the public service providers is obligated to pay attention to the following matters: a. the priority the resolution of the complaint; b. the determination of officials who completed the complaint; c. the complaint resolution procedure; d. recommendations for the resolution of the complaint; e. monitoring and evaluation of the completion of the complaint; f. reporting process and the results of settlement of a complaint to the leadership of the public service providers; g. filing the complaint to completion results complaining; and h. documentation of completion of the complaint. (5) the complaints management procedures of the public service referred to in subsection (4) is set further in a regulation the Governor. The second part of the dispute resolution Article 38 (1) in the event of disputes between public service providers with the service recipient due to its complaint not resolved or unsatisfactory, the complainant can convey its complaint to the Commission that handles complaints public. (2) the resolution of a dispute filed by the recipient of the service referred to in subsection (1) is carried out in accordance with the dispute resolution procedures established by the Commission that handles complaints public.

17 (3) the parties do not accept dispute resolution referred to in subsection (2) may file a settlement through the courts in accordance with the provisions of the legislation. CHAPTER VII PROVISIONS COVER Article 39 (1) the provisions of the existing public service continue to apply throughout does not conflict with this Qanun. (2) things that have not been regulated in this Qanun will be regulated further by Regulation of the Governor. Article 40 the Qanun began to take effect on the date of promulgation. So that everyone can know it, ordered the enactment of this Qanun with its placement in the sheet Region of Aceh. Passed in Banda Aceh on December 30, 2008 M 2 Muharram 1430 H GOVERNOR of ACEH, IRWANDI YUSUF Enacted in Banda Aceh on December 31, 2008 M 3 Muharram 1430 H SECRETARY of NANGGROE ACEH DARUSSALAM, HUSNI BAHRI TOB SHEET REGION of NANGGROE ACEH DARUSSALAM in 2008 number 08.


18 EXPLANATION for ACEH QANUN No. 8 in 2008 ABOUT PUBLIC SERVICES i. GENERAL organization of public services is the Government's attempt to meet the basic needs of Aceh and the civil rights of every resident and Acehnese over goods, services and administrative services provided by the organizer of the public service as mandated by the Constitution of the Republic of Indonesia in 1945 where the State has an obligation to meet the basic needs of every citizen for the sake of kesejahteraannya so that the creation of a system of government effectiveness is highly determined by the good the bad the Organization of the public service. Realize that the inaugural public service conditions in Aceh are still faced with the system of governance that are not yet effective and efficient as well as quality of resources that are not yet adequate apparatus. This is apparent from the still large number of grievances and complaints from the people of Aceh both directly and through the mass media such as the convoluted procedure, the absence of a settlement, time period cost that must be removed, the requirements which are not transparent, the attitude of the officers who are less responsive, less friendly, less discipline and others, giving rise to the image of the less well against the image of the Government. To treat the condition needs to be done quality improvement efforts of the Organization of the public service on an ongoing basis for the sake of realizing public service. For improvement of public service needs to be done revamping efforts of public service system in Aceh through a comprehensive service system improvements and integrated then it needs to be poured in the qanun about public service. The purpose of the establishment of this qanun is: a. a clear limitation on the realization of the rights, responsibilities, obligations and authority throughout the parties related to the Organization of public services in Aceh; b. attainment of decent public services system and in accordance with the principles of good public governance; and c. are invited, the fulfillment of basic needs and civil rights as well as the attainment of a proper protection to the public in the utilization of public services. Qanun is expected to give clarity and the arrangement of some of the technology in the field of public service, principles which formed the basis of organization of public services in Aceh, the rights and obligations of prohibition the entire parties concerned with the Organization of the public service, the mechanism of the Organization of the complaint, the organization conducting the public service, the public service standard, information services, information systems, governance and public complaints, the cost of public services, cooperation of the Organization of the , the rights and obligations of the community, as well as the role of the community and the resolution of disputes between public service providers with communities as well as penalties.

19 II. The SAKE ARTICLE ARTICLE article 1 quite clearly article 2 paragraph (1) sufficiently clear paragraph (2) letter a is the Islamic principle is adapted to the provisions of Islamic jurisprudence. The letter b is the principle of Justice is without discrimination. The letter c is the principle of humanity is the right and dignity of humanity. The letter d is quite obviously the letter e is the principle of legal certainty is the existence of legislation guaranteeing public service invited, in accordance with the needs and the community's sense of fairness. The letter f is quite obviously the letter g letter h is quite clear what is meant by the principle of openness is that each recipient of the service can be easily mengases and obtain information about the desired service. The letter i is the participatory principle is to encourage community participation in implementing the public service having regard to the aspirations, needs and expectations of the community. The letter j is the basis of accountability is that the process of organizing the public service should be accountable in accordance with the provisions of the applicable legislation. The letter k is the basis of public interest is that in awarding the public service should not give priority to the interests of the individual and/or group.

20 l is the basis of professionalism is that service providers must have the apparatus of competence corresponding to the field of duty. The letter m is the principle of equality is that in awarding the public service is not discriminatory in the sense of not differentiating the tribe, race, religion, class, gender and economic status. The letter n is the principle of balance of rights and obligations is that fulfillment should be comparable to the liability that must be implemented by either the giver or the recipient of the service. The letter o is the principle of efficient use of a mementukan is that the success rate of organizing the public service having regard to the need for a simple, fast and cheap, not giving the imposition of finance to society as not reasonable in accordance with the legislation in force. The letter p is the principle of effectiveness is that the orientation of the Organization of the public service to achieve the Organization of public services is right on target and meet the needs of the community as users of public services in accordance with the laws applicable invitation. The letter q is the principle of sustainability is a continuous effort. The letter r is a basis of gender sensitivity and equality is to give priority to gender. Article 3 sufficiently clear article 4 Article 5 is quite clear what is meant by other public service providers include: TAPS, the Foundation is engaged in the field of public services and Notary/PPAT article 6 sufficiently clear article 7 article 8 quite clear Enough clear 21 Article 9 is quite clear article 10 article 11 is pretty clear pretty obvious article 12 Article 13 is quite clear clear enough Article 14 paragraph (1) the form of a cooperation agreement in question is can be tailored to the nature and type of services that managed. Paragraph (2) sufficiently clear paragraph (3) sufficiently clear paragraph (4) is quite clear Verses (5) sufficiently clear Article 15 article 16 clearly Enough the letter a is quite clear the letter b is quite clear the letter c quite clearly the letter d is quite obviously the letter e is quite obviously the letter f is quite clear the letter g is quite obviously the letter h is quite clear


22 Letter i quite clearly the letter j Letter k is quite clear clear enough the letter l is quite obviously the letter m letter n pretty clearly quite clearly the letter o letter p is quite clear what is meant by other public facilities are: mushalla, toilet, parking and more. Article 17 is quite clear Article 18 article 19 is pretty clear pretty obvious article 20 Article 21 is pretty clear pretty obvious Article 22 Article 23 is quite clear clear enough Article 24 Article 25 is quite clear clear enough Article 26 subsection (1) is announced and give clear signs are if the organizers do a negligence in giving the signs or announcements in the event of damage or repair facilities and public service facilities may result in injury or death , be the responsibility of the organisers for damages and can be prosecuted criminally.

23 subsection (2) sufficiently clear article 27 quite clearly Article 28 Article 29 is quite clear what is meant by "providing certain classes of service" is to provide ease of service in accordance with the ability of a recipient of services such as business class/vip on the field of health, transportation and others. Article 30 article 31 clearly Quite clear enough Article 32 paragraph (1) sufficiently clear paragraph (2) sufficiently clear paragraph (3) sufficiently clear paragraph (4) sufficiently clear Paragraph (5) is the applicable provisions are, among others, the decision of the Minister of State for Administrative Reform Number Kep/25/URM.PAN/2/2004 concerning general guidelines preparation of community satisfaction index. Subsection (6) is quite clear paragraph (7) is quite clear Verses (8) reasonably clear Article 33 Article 34 is quite clear clear enough Article 35 Article 36 is quite clear Enough clear 24 Article 37 Article 38 clearly Enough quite clearly Article 39 article 40 is quite clear Enough ADDITIONAL clear SHEET REGION of NANGGROE ACEH DARUSSALAM number 18

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