Ever been frustrated by piled-up trash in your neighbourhood? Had an unpleasant experience with someone parking illegally? If you encounter situations like these, don’t keep it to yourself! You can report them. The Jakarta government provides various official complaint channels. You just need to submit your report through the channels integrated into the Citizen Relation Management (CRM) system.

In this article, you’ll learn about the complaint channels that best suit your needs and comfort. Let’s dive in!
 

Reporting in Jakarta. Source: Jakarta Smart City

 

1. Face-to-Face Channel

The face-to-face channel is provided for Smartcitizens who want to meet with officials in person. Here, you can explain your issue in detail and ensure that your report is well-received. Visit one of the locations below that is closest to your home:

• Pendopo Balai Kota(City Hall Pavilion): Jl. Medan Merdeka Sel. No.8–9 11, RT.11/RW.2, Gambir, Kecamatan Gambir, Kota Jakarta Pusat, Daerah Khusus Ibukota Jakarta 10110
• Kantor Wali Kota (Mayor’s Office)
• Kantor Inspektorat(Inspectorate Office)
• Kantor Kecamatan (Subdistrict Office)
• Kantor Kelurahan (Village Office)

 

Reporting face-to-face at Pendopo Balai Kota. Source: Jakarta Smart City

 

How to Report:

1. Prepare the documents: Jakarta or non-Jakarta ID card and supporting documents related to the report.

2. Go directly to one of the locations above during working hours. At Pendopo Balai Kota, you can be served from 07:30–09:30.

3. Meet with the officer, explain your issue, and provide any supporting documents.

4. Receive a report number and track the progress of your report on the website 

crm.jakarta.go.id.

 

2. JAKI Application Channel

JAKI is a practical complaint channel. Through this application, you can report issues anytime, anywhere, with just a few clicks on your device. The process is simple and, of course, integrated with the CRM system. This means it definitely will be received by officials once it’s submitted. Check out the steps below!

 

Reporting using JAKI. Source: Jakarta Smart City

 

How to Report:

1. Download  and open JAKI.
2. On the JAKI home, tap the camera icon at the bottom center of the screen.
3. Take a photo of the issue using the in-app camera. Photos can also be uploaded from your device’s gallery (within two hours of being taken) by clicking the icon in the bottom left corner. The photo must have a location tag, so make sure GPS is enabled when taking the photo.
4. Select Next.
5. Set the report’s location. You can add location details like building name, landmark, or surrounding conditions.
6. Write the report’s details, then click Next.
7. Choose the appropriate report category.
8. Set the visibility of your report (Private or Public), preview the report, confirm its accuracy by checking the Agreement box, and enter the security code.
9. Click Send
10. Your report has been successfully sent.

 

3. Social Media Channels

Are you active and up-to-date on social media? This channel will make it easy for you to report from anywhere, anytime. Check out the process below.

 

Reporting using social Media. Sumber: Jakarta Smart City

 

How to Report:

1. Send your report to one of the official social media accounts below:

• Twitter (now X) @DKIJakarta
• Facebook: Pemprov DKI Jakarta
• Social Media of the Governor/Vice Governor. Currently, the Acting Governor of DKI Jakarta will receive reports via Instagram.

2. Write a complete description, attach a photo, and add supporting location information.

3. You will receive a Report ID, which you can use to track the follow-up process on the website 

crm.jakarta.go.id.

 

 

Also read: How to Report Using Social Media, a Part of CRM

 

4. Email Channels

Choose the email channel if you’re used to expressing yourself in writing. This option is flexible, allowing you to report via message or letter online. Here, you can also include additional documents or evidence in your report, such as photos or videos. To ensure your report is handled quickly, follow the steps below!

 

Reporting through email. Source: Jakarta Smart City

 

How to Report:

1. Open your preferred email account.

2. Write a description of your issue.

3. Provide complete location details.

4. Send it to one of the channels below:

• Email: dki@jakarta.go.id
• SMS/WhatsApp 08111272206
• LAPOR 1708
• Aspirasi Publik Media Massa

5. Once you receive a Report ID, track it on the website 

crm.jakarta.go.id.
 

Reporting More Effectively Through Official Channels

When you submit a report through official channels, it is received by the relevant officers in real-time. This ensures that your report is handled efficiently. The officers are then required to follow up on the report within a specific timeframe, as this affects the allocation of regional performance allowances in accordance with Pergub No. 19 Tahun 2020  and SK Sekda No. 22 Tahun 2022.

Each complaint channel in the CRM system offers an option to report issues for Jakarta residents. Whether face-to-face or digital, they’re all available. Whatever channel you choose, the goal remains the same: to create a better, more comfortable, and organized Jakarta. Let's take advantage of these complaint channels and actively contribute to building Jakarta!

 

Also read:

• Get to Know CRM 
• What People Say about the Citizen Relation Management