DKI Provincial Government Strengthens Complaint Validation, Bans Use of AI for Follow-Up Evidence

REPUBLIKA.CO.ID, JAKARTA – The DKI Jakarta Provincial Government has quickly responded to findings of artificial intelligence (AI) use in evidence for public complaint follow-ups, which went viral on social media. The government has ensured that corrective steps are taken immediately while strengthening the monitoring system to prevent similar incidents from recurring. According to the Head of the DKI Jakarta Communications, Informatics, and Statistics Agency (Diskominfotik), Budi Awaluddin, his office has coordinated with the Bureau of Government as the final validator for all follow-ups on complaints handled by Regional Device Organisations (OPD) and Regional Owned Enterprises (BUMD). “The Bureau of Government acknowledges errors in the validation process. Previously, no follow-up evidence for complaints using AI-generated photos had been detected,” he said in a statement quoted on Monday (6/4/2026). From January to March 2026, he noted, more than 62,571 public complaints were recorded through various channels, including the JAKI application and the integrated Public Rapid Response System (CRM). On average, 20,857 complaints are received each month, then followed up by OPD/BUMD and verified by the Bureau of Government. “With such a large number of complaints, Diskominfotik will assist the Bureau of Government in identifying follow-up evidence that potentially uses AI to make the verification process more accurate and accountable,” said Budi. As improvement measures, the Bureau of Government will take several firm actions. First, issuing a written reprimand to Kalisari Sub-District, which is indicated to have falsified public complaint follow-up evidence. Second, re-inputting the public complaint and directing it to the Transportation Agency as the authority for parking matters. Third, issuing a Circular from the Regional Secretary containing a prohibition on using AI in submitting follow-up evidence for complaints, while reminding all OPD/BUMD to handle complaints properly and correctly. Fourth, providing specific guidance in the Townhall Meeting regarding handling repeated complaints. Fifth, coordinating with the Inspectorate to design sanctions for OPD/BUMD proven to have falsified follow-up evidence. Budi emphasised that every report from the public is an important part of efforts to maintain the quality of public services. Therefore, integrity in every follow-up process is non-negotiable. “We deeply regret this incident because it tarnishes the good name and performance of field officers who have worked with high dedication and responsiveness,” he said. The DKI Provincial Government appreciates the active participation of the public in submitting complaints. Budi also invited residents to continue playing a role in monitoring and providing feedback on the follow-ups carried out. “We urge the public to continue reporting problems in their areas. We greatly appreciate it if the public also checks the follow-up results and provides input for future improvements,” said Budi. The DKI Jakarta Provincial Government is committed to strengthening transparency, accountability, and the quality of public services to maintain public trust.