Residents' Complaints to JAKI Responded with AI Photos, DKI to Reprimand Kalisari Ward
A post went viral on social media regarding a resident’s complaint in the JAKI app that was followed up with artificial intelligence (AI)-edited photos. Deputy Coordinator of the Special Staff to the Governor of DKI Jakarta, Yustinus Prastowo, conducted a check on the incident.
“As far as checked, it is indeed the case (using AI photos), as found by Diskominfotik and the Bureau of Government,” said Prastowo when contacted on Sunday (5/4/2026).
Subsequently, the DKI Jakarta Provincial Government is examining the individual who created the AI-based follow-up. Prastowo stated that sanctions will be imposed after the examination process for that individual is complete.
“Everything is in process. There are stages of examination according to regulations. So the subsequent sanctions will be determined based on the examination results,” he said.
Prastowo assured that they will conduct corrections and strengthen the monitoring system to prevent similar incidents from recurring.
Meanwhile, the Head of the DKI Jakarta Communication, Informatics, and Statistics Agency (Diskominfotik), Budi Awaluddin, stated that they have coordinated with the Bureau of Government as the final validator for all follow-ups on complaints carried out by Regional Device Organisations (OPD) and Regional Owned Enterprises (BUMD).
“The Bureau of Government acknowledges there was an error in the validation process. Previously, no evidence of follow-up complaints using AI-generated photos has ever been found,” said Budi.
Budi emphasised that they will take firm actions against the individual. The DKI Provincial Government will directly reprimand Kalisari Ward.
“First, issuing a written reprimand letter to Kalisari Ward, which is indicated to have falsified evidence of follow-up on public complaints. Second, re-inputting the public complaint to be directed to the Transportation Agency as the handler of parking matters,” he said.
Furthermore, the DKI Provincial Government will issue a Circular from the Regional Secretary containing a prohibition on the use of AI in submitting evidence of complaint follow-ups. This also serves to remind all OPD/BUMD to handle complaints properly and correctly.
“Fourth, providing special guidance in the Townhall Meeting regarding repeated complaint handling. Fifth, coordinating with the Inspectorate to design sanctions for OPD/BUMD proven to have falsified follow-up evidence,” he said.
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 stated.
Budi mentioned that from January to March 2026, there were around 62,571 public complaints received through various channels, including the JAKI app and the integrated Public Quick Response System (CRM). According to him, an average of 20,857 complaints are received each month, which are 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, so that the verification process becomes more accurate and accountable,” said Budi.
The DKI Provincial Government appreciates the active participation of the public in submitting complaints. Budi encourages residents to continue playing a role in monitoring and providing feedback on the follow-ups conducted.
“We urge the public to continue reporting problems in their areas. We also greatly appreciate it if the public checks the follow-up results and provides input for future improvements,” he added.