Medan Immigration Office introduces 'Si Pintar' to ease complaint services

With a single scan of a QR code, the public can submit complaints, ask questions, provide suggestions, track the status of their case, and rate the service they received.

The Class I Special TPI Medan Immigration Office in North Sumatra has introduced an integrated, accurate and responsive complaint service information system called Si Pintar to make it easier for the public to access immigration information and lodge complaints.

“With a single scan of a QR code, the public can submit complaints, ask questions, provide suggestions, track the status of their case, and rate the service they received,” said Dirga Arbas, Head of the Immigration Information and Communication Section at the Class I Special TPI Medan Immigration Office, on Wednesday.

He added that the service consolidates all channels into a single service page. Each report received is issued a ticket number as proof of registration, and the complainant can monitor its progress at any time.

The service is available in nine languages: Indonesian, English, Arabic, Mandarin, French, Spanish, Russian, Japanese and German.

“The availability of these languages is intended for foreign nationals passing through the immigration checkpoint at Kualanamu International Airport,” he said.

Dirga said that with nine languages available, foreign nationals passing through can simply select their own language and state their needs without an intermediary.

“The entire system was developed in-house by the Medan Immigration internal team without using third-party services and without additional budget,” he said.

Si Pintar can be accessed by scanning the QR code displayed at all service points, or directly via the address sipintar-kanim-medan.pages.dev. The public does not need to download an application or register an account to use it.