Jakarta Govt Praises Residents for Strengthening JAKI Complaint System

The Jakarta Provincial Government has appreciated the public's active role in monitoring service quality, following reports of alleged inconsistencies in complaint follow-ups on the JAKI platform managed by Jakarta Smart City.

"The Jakarta administration will not tolerate any form of manipulation in complaint follow-ups,"

Head of the Jakarta Communication, Informatics, and Statistics (Kominfotik) Agency, Budi Awaluddin, noted that public involvement is a key factor in maintaining transparency in the public complaint system. He thanked residents for their active role in overseeing service quality.

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"This incident serves as a reminder for us to continue improving. The Jakarta Provincial Government is committed to ensuring every public report is handled accurately, transparently, and accountably," he said on Tuesday (4/7).

Budi stressed that if the evaluation process uncovers improper reporting practices—including the misuse of artificial intelligence (AI) or other forms of fraud—the administration will take firm action in accordance with prevailing regulations.

"The Jakarta administration will not tolerate any form of manipulation in complaint follow-ups. If violations are found, we will take firm action as part of our commitment to maintaining the integrity of public services," he asserted.

As part of efforts to strengthen oversight, Budi added that the administration continues to coordinate with the Jakarta Regional Secretariat's Governance Bureau to ensure stricter and more accurate validation of complaint follow-ups.

The public can also report suspected irregularities, including AI-based manipulation or other forms of fraud, via WhatsApp at 0811-1272-206.

According to Budi, the incident marks a turning point for a broader system overhaul, covering technology upgrades in JAKI, stronger verification mechanisms, and features to ensure the validity of follow-up evidence.

He noted that the high volume of public reports indicates that Jakarta's complaint channels are actively used and trusted by residents.

From January to March 2026, a total of 62,571 public complaints were submitted through various channels, including the JAKI application and the integrated Community Rapid Response (CRM) system, averaging 20,857 complaints per month.

In 2025, the city received 195,988 reports from 50,960 users, of which 191,655, or 97.8 percent, have been resolved.

As part of efforts to strengthen oversight and administration, Jakarta Smart City continues to develop systems to improve the quality of reports and follow-ups in the JAKI application.

Going forward, the system will be equipped with a documentation mechanism based on real-time, on-site image capture, ensuring that follow-up evidence is recorded live and carries higher validity.

Additionally, system development will focus on the ability to detect potential use of AI or other forms of digital manipulation. This step is expected to strengthen the verification process while safeguarding data integrity in handling public reports.

On the other hand, the Jakarta Provincial Government also encourages residents to remain actively involved in city development by submitting reports, aspirations, and feedback through official complaint channels.

"Collaboration between the government and the public is key to building a better and more livable Jakarta for all," he highlighted.