News : Police to Launch Web-based Complaint Center Next Year
Dec 12, 2013 -- The National Police next year will launch a web-based complaint center that will allow citizens to log complaints on the performance of police officers through email and several social media platforms.
National Police deputy chief Comr. Gen. Oegroseno said on Tuesday that the complaints received would be managed and sorted by state-owned telecommunication operator PT Telekomunikasi Indonesia (Telkom) before being analyzed by the police’s Internal Affairs Division.
"Soon, the complaints can be filed through email, Facebook and Twitter. We asked Telkom to manage the database to ensure that the data is safe from hackers," he said during his visit to the police contact center at the Citywalk building in Central Jakarta.
Currently, the public can file complaints directly to the National Police Commission and the Ombudsman. The Ombudsman recorded 319 public reports on police performance between January and July.
Most of the reports concerned the police’s inability to complete investigations and poor administrative services provided by the police. However, it remains unclear whether the police have followed up on all the reports.
Oegroseno was upbeat that the handling of police complaints would be more transparent and swift as soon as the force adopted the web-based system.
"We will monitor how long the police’s Internal Affairs Internal Division processes the reports and sends them to the National Police General Supervision Inspectorate chief [Irawasum]. They must be completed within a week," he said.
Prior to the cooperation on the web-based complaint center, Telkom — through its subsidiary PT Infomedia Nusantara — has assisted the National Police in operating their call center, 110.
Infomedia Nusantara chief director Joni Santoso said that the police’s call center had received 17 million calls, of which only 80,027 of them were considered valid reports, since the start of its operations in January this year.
More than 80 percent of the reports were on traffic accidents, crimes and brawls in Greater Jakarta and East Java.
"The call center increases the National Police’s ability to respond to public reports. But, we also get many prank calls," Joni said.
Infomedia employs 100 call operators to log and sort the reports before forwarding them to local police offices where the crimes occurred.
Oegroseno said that the call center enabled the police to provide a fast and reliable service, as similarly provided by major fast-food chains.
"We are not that far behind, right? In the near future, our call center will be able to receive complaints about corrupt officers," he added.
Posted by Veronica Silva Cusi, news correspondent
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About Indonesian National Police:
The Indonesian National Police is the official police force of Indonesia.
About PT Telekomunikasi Indonesia. Tbk:
The Leading Cellular Provider in Indonesia performs various network technology services based in GSM, GPRS, Wi-Fi, EDGE, 3G, HSDPA, HSPA and 4G LTE for whole over Indonesia. Telkomsel has cooperated with 362 roaming partners around 192 countries for international services.
Published: Friday, December 13, 2013