An Overview of Complaints Handling in the Inspectorate Probolinggo Regency, Indonesia

Abstract

The background of this research is because several problems occur in handling complaints within the Probolinggo Regency Inspectorate. There are still many obstacles in handling complaints where the average complaint handled is only around 50%. So that the handling of complaints cannot be evaluated optimally. The research method used is a qualitative method with a descriptive approach. The informant selection method was purposive with data collection techniques, namely field research methods using in-depth interviews, observation and documentation, and library research. The research findings show that although the implementation mechanisms and procedures are already contained in several basic implementing regulations, there are still some obstacles in coordinating the implementation of handling public complaints services, namely, the parties or officials concerned are difficult to contact, coordinate with the Law Enforcement Apparatus (LEA) sometimes does not match the schedule and the time for each personnel is limited to coordinate with related parties. In addition, the means of promotion and information regarding public complaints services are still minimal, so not many people take advantage of these services. The lack of human resources also dramatically affects the quality and quantity of public protest services provided by the Probolinggo Regency Inspectorate.