This is the Complaint Process for Citizens via the JAKI Application Until Follow-Up

The Jakarta Provincial Government provides a public complaint channel through the Jakarta Kini (JAKI) application to make it easier for residents to report various problems in their surrounding environment. Through this system, residents’ reports are processed in stages, starting from verification at the sub-district level until follow-up by the relevant agencies in the field. Through this application, every report will be processed systematically until it is followed up by the relevant agencies. “When a resident’s report comes in, there are two types of handling flows based on the type of channel, namely Location-Based Complaint Channel (Geo-tagging) and Non-Location-Based Complaint Channel (Non Geo-tagging), and JAKI is a Location-Based Complaint Channel (Geo-tagging),” said Budi when confirmed on Tuesday (7/4/2026). In practice, JAKI is a location-based or geo-tagging channel, so residents’ reports are equipped with location points that make it easier to handle in the field. Budi explained that the flow of handling reports through JAKI is carried out in stages, including the following: First, the resident’s report will automatically enter the JAKI system. This report is then received by the sub-district for identification and verification. However, if it is not their authority, the sub-district still conducts initial identification and verification, then coordinates the report to the authorised Regional Device (PD). “If it is not their authority, then the sub-district identifies, verifies, and coordinates the report to the relevant Regional Device (PD),” said Budi. The agency receiving the report will conduct a re-check before following up. At this stage, the complaint is ensured to have been verified according to the authority. After it is confirmed, the report will be handled according to the applicable provisions, including referring to the Decree of the Regional Secretary (Sekda). “Residents get a report number to monitor progress and can provide reviews after the report is completed,” Budi revealed.