Ombudsman resolves BTN borrower’s land certificate issue

Jakarta (ANTARA) – Indonesia’s Ombudsman (ORI) has resolved a land-certificate issue affecting a borrower of state-owned Bank Tabungan Negara (BTN), following a complaint filed by Rida Andelia Trilasanti.

At a certificate handover in Jakarta on Wednesday (4 November), Ombudsman member Abdul Ghoffar stressed that the seriousness with which a complaint is handled does not depend on how many people are affected. Every complaint involving citizens’ rights, he said, deserves close attention.

“For us, one certificate or hundreds of certificates still concern Indonesian citizens who need protection. The issue does not have to be major or involve many complainants to receive the Ombudsman’s attention,” Ghoffar said, according to a statement confirmed in Jakarta on Friday.

He also thanked BTN for its commitment and co-operation in resolving the public complaint. The Ombudsman, he said, not only carries out an oversight role but also seeks to ensure that public-service problems are resolved in accordance with the law.

He said he hoped co-operation with BTN could be strengthened so that more public complaints could be resolved.

BTN Customer Experience Division head Adee Indriana said Rida’s land-certificate problem began when the housing developer was declared bankrupt, while the certificate process remained unfinished.

The process could be completed more quickly because the certificate had already been separated from the parent certificate, she said. BTN also co-ordinated with the South Tangerang office of the National Land Agency (BPN) to speed up the resolution.

Adee said BTN was committed to continually improving service quality and following up on all public complaints, whether submitted through the Ombudsman or other complaint channels.

“Through co-operation with the Ombudsman, we hope to establish effective and transparent co-ordination so that the resolution of public problems can be improved,” Adee said.

Rida thanked the Ombudsman for its response and assistance, which enabled her to receive the certificate sooner than expected.

“I am extremely grateful to the Ombudsman because its response was outstanding, and the certificate was completed ahead of schedule,” Rida said.

The Ombudsman co-ordinated with BTN and the South Tangerang BPN office to resolve the complaint in less than three months.