The government, through Presidential Regulation Number 76 of 2013 concerning the Management of Public Service Complaints, states that service providers must have a complaint management unit. This was also applied to the construction of the Corruption-Free Area Integrity Zone (WBK) and the Clean Serving Bureaucracy Area (WBBM), attended by FPH UI.
Complaints are not taboo. Complaints received are, in fact, valuable input for improving the service quality. To make it easier for customers to submit complaints or complaints, FPH UI innovates in managing the complaints unit. Since 2020 FPH UI has had a complaints application called the e-complaint application and is continuously updated on its appearance and information system.
At the education staff plenary meeting on Wednesday, 7 December 2022, in Hall A of FPH UI, the e-complaint application was socialized by the FPH UI Non-Academic Quality Assurance Unit’s Coordinator Marwan M. Noor, S. Kom. “The e-complaint application was created to make it easier to report about services that are not appropriate or facilities/equipment that have malfunctions/malfunctions so that they can get a response quickly,” explained Marwan M. Noor in the opening of his socialization.
Furthermore, it was explained that the e-complaint application aims to facilitate coordination and recording between units related to problems and complaints. Units within the faculty will also optimize the use of this application so that responses to complaints/complaints can be recorded and recapitulated as well-documented service records. The e-complaint application facilitates application users or complainants to trace the progress of handling complaints sent.
E-complaints can be used by education staff, lecturers, students, and the general public by first registering. E-complaint user data will be guaranteed confidentiality. Every 3 (three) months, the Non-Academic Quality Assurance Unit will make a report on complaints that enter the e-complaint application. (sfh)
