Ombudsman Riau Islands highlights maritime service and schedule certainty ahead of Eid exodus
The representative of Indonesia’s Ombudsman in Riau Islands Province (Kepri) has highlighted the need to strengthen public services at two ports in Batam—Bintang 99 and Telaga Punggur—and ensure certainty regarding ship departure schedules ahead of the Eid exodus in 2026.
Lagat Siadari, head of the Ombudsman’s Kepri representative office, stated that maritime safety and passenger service quality must be the top priority, given the archipelagic nature of the province. “We hope all relevant stakeholders—from the Port Authority’s Harbour Master’s Office (KSOP), port operators, Customs, to Quarantine services—can collaborate optimally to ensure passenger service and safety,” Siadari said during a visit to Batam on Monday.
The office visited two ports: Pelabuhan Bintang 99 Persada, which operates Pelni passenger ships, and Pelabuhan ASDP Telaga Punggur, which operates Ro-ro cargo and vehicle ferries.
“We are pushing for increased ship frequency during peak travel periods and wider publication of departure schedules so the public can be assured of information,” Siadari stated. Additionally, the Ombudsman’s office believes there is a need for dedicated complaint posts in port areas to allow the public to easily lodge service-related complaints.
“We also recommend that ASDP operators mandate the uploading of vehicle registration documents (STNK) when purchasing tickets through their application to verify vehicle identity and prevent ticket scalping practices,” Siadari added.
At Pelni’s Bintang 99 port, the Ombudsman’s office noted that ticket service digitalisation is working well through the Departure Control System (DCS), which allows passengers with digital boarding passes to avoid printing physical tickets. However, the office found that some passengers were resting on ship stairways or in non-designated areas, restricting access for other passengers.
The office also highlighted deficiencies in complaint handling, as there are no dedicated staff managing complaint channels. These functions are currently combined with ticketing window staff, and awareness campaigns about complaint channels in waiting areas and port facilities remain insufficient.
At the ASDP Roro Telaga Punggur port, the Ombudsman’s office noted that operators have prepared measures to reduce potential vehicle congestion by providing a traffic buffer zone capable of accommodating approximately 250 vehicles. However, the office found schedule uncertainty for the Kuala Tungkal, Jambi route, as one of the vessels serving that route is undergoing repairs.
On a positive note, health facilities at the port were deemed adequate, featuring a medical room equipped with trained staff and supplies including oxygen cylinders and wheelchairs.