Courtesy needed at embassy

Many of us Indonesians, at one point or another, have experienced having to deal with foreign embassies in Jakarta. It is really interesting, especially in the Visa Section, where interaction is mainly through Indonesian staff working for the embassy.

Notwithstanding the rules and regulations which apply within the embassy compound, the service extended by the Indonesian staff towards the public leaves a lot to be desired.

I will mention a specific incident, but bear in mind that not all embassies have the same service level. From several sources though, the Dutch Embassy should take this criticism into consideration.

After calling to make an appointment (otherwise the request will be ignored), I was told that the document I needed was ready and that I could pick it up at a specific hour. I reconfirmed this appointment. I had to wait close to 45 minutes at the bullet-proof pigeon-hole to pick up my document. I wonder why? Indeed, some people can wait patiently, but there are others who are on a tight schedule -- like me, on that day.

What is really irritating is to see how the Indonesian staff handle the administration of the place. I'm trying to be fair. I can tolerate standing in line, waiting my turn, and then endure a sour-faced Indonesian who probably had a bad day. What I cannot take is the fact that as soon as a bule walks in, the staff turns into all smiles, become perfectly courteous with a fluency in Dutch which is second to none -- even by Dutch standards -- and completely ignore us Indonesians.

Indonesians are taught sopan-santun at a very early age. The good fortune (or bad?) of some people to work at a foreign embassy does not give them the right to waive sopan-santun from their lives.

I strongly suggest that the Dutch embassy conduct a crash course in courtesy for their Indonesian staff.

G. L. ROSENO

Jakarta