Indonesian VP Gibran’s new public complaint service reels in support, scepticism

Some social media users have urged the vice-president to use existing tools or institutions to better address issues across Indonesia

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Gibran Rakabuming Raka conducts an impromptu visit to meet residents and children while distributing books and milk in Jakarta in July. Photo: AFP

Published: 5:30pm, 17 Nov 2024

Indonesia’s new Vice-President Gibran Rakabuming Raka has launched a public complaint desk in a move analysts say may be aimed at bolstering his populist image, but the programme has been met with scepticism over its practicality and relevance.

The physical complaint desk, named “Lapor Mas Wapres” (or “Report to the Vice-President”), started operations on Monday, along with an online reporting option via WhatsApp.

In an Instagram post announcing the initiative, Gibran said: “We will accept complaints from the Indonesian public. Ladies and gentlemen, you can come directly to the vice-presidential palace in Central Jakarta.”

According to local newspaper Kompas, the desk received 55 in-person complaints on the first day of its operations, with residents from across the country coming to the secretariat. But many were turned away because the desk was only able to handle a maximum of 60 inquiries a day, Kompas reported.

Online, the initiative received mixed reviews; some praised Gibran for directly connecting with the public, while others questioned the programme’s feasibility and whether managing public complaints fell within the vice-president’s role.

“Is it really the job of the vice-president to deal with public complaints like this?” asked one Instagram user.