ORI: Coordination Needed to Address Delays in Handing Over House Certificates
Jakarta (ANTARA) - The Indonesian Ombudsman (ORI) has emphasised that strengthening coordination between banks, developers, and stakeholders is necessary to address delays in handing over house certificates.
During a meeting with the management of PT Bank Tabungan Negara (Persero) Tbk (BTN) in Jakarta on Wednesday (1/7), ORI member Abdul Ghoffar said this strengthening is needed so that the issue, which is still widely complained about by the public, does not recur.
“This certificate issue is a shared concern. I imagine that if there had been a more integrated cooperation mechanism between the bank and the developer from the start, the resolution process would certainly have run better,” Ghoffar said, as quoted from a confirmed statement in Jakarta on Thursday.
On the other hand, he said, the public also needs to be given an understanding of the process and the responsibilities of each party to avoid misunderstandings.
At the meeting, ORI presented an overview of public reports related to BTN’s services in recent years. Based on the data presented, public complaints are still dominated by issues related to credit services, such as credit settlement, credit payments, return of credit guarantees, information disclosure, and the execution of guarantees.
Ghoffar also appreciated BTN’s commitment in every process of resolving public reports handled by ORI. According to him, BTN is among the institutions that are very responsive in following up on every public report submitted to the Ombudsman, and most reports have been successfully resolved through good coordination.
During the resolution process, he continued, BTN is always present, cooperative, and opens communication channels with the Ombudsman. “We also see that most of the problems that arise come from the regions, while several other reports are still being processed according to the applicable mechanism,” he said.
Thus, he conveyed that the meeting was part of an effort to strengthen the institutional relationship that has been well established between ORI and BTN. Going forward, he hopes the synergy between ORI and BTN can improve so that various public service issues in the banking sector can be resolved together.
Meanwhile, BTN President Director Nixon Napitupulu conveyed his commitment to improving services to the public. “As a form of responsibility to the community, we continue to strive to resolve various issues. We also continue to improve customer understanding so they know the actual process, so that services can run better,” said Nixon.
He also appreciated the relationship that has been established with ORI and ensured that BTN will continue to be open in resolving various public complaints. He felt pleased and proud to be able to work with ORI. BTN affirmed that it will always be cooperative, open, and committed to accelerating the resolution of every problem faced by customers or third parties.
The meeting was held in order to strengthen collaboration and synergy to optimise the public service function and supervision in the banking sector. The activity served as a forum to discuss various public service issues in the banking sector, particularly the resolution of public reports and efforts to prevent maladministration.
In the agenda, ORI also conveyed that in 2026, BTN will be one of the objects of the Ombudsman RI Opinion: Assessment of Maladministration in Public Service Delivery. The assessment is expected to encourage improvements in service quality, strengthen accountability in public service delivery, and prevent maladministration in the banking sector.