International Development Law Organization

Adopting a Fair Treatment Approach in Indonesia’s Ombudsman Offices

The Ombudsman of the Republic of Indonesia handles citizens’ complaints about public service delivery and maladministration. Often, similar complaints are filed, or citizens return with additional grievances, leading to the refiling of cases and extra legal and administrative costs. The Ombudsman of Indonesia seeks to improve its service delivery, its effectiveness when handling complaints and its relationship with citizens and other stakeholders.

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