B. The Handling of Public Complaints
of Komnas HAM RI Based on the
material verification, the complaint
is then followed up by the Commission through:
The handling of public complaints by
Komnas HAM RI is divided into several
stages.
a. Mechanism for providing letters
of completeness of files, suggestions, responses and letters
of protection; or
b. Mechanisms for monitoring, investigation and supervision, as
well as mediation.
1. Complaint Verification
The verification process for complaint files and materials is divided
into formal and material verification. Formal verification is related
to the completeness of the Complainant’s complaint file to the
Commission. The scope of material verification includes, among other things, the substance of human
rights complaints and the authority
The diagram for handling public complaints developed by the
Commission can be seen in the
following chart:
SERVICE FOR PUBLIC COMPLAINT
Complaint
consultation (1575)
1. Whatsapp (601)
2. In-person (493)
3. E-mail (96)
4. Phone (254)
5. Hearing (112)
6. Duham Online (9)
FORMAL
Not handled (126
Service for
Public
Complaint
Mapping
21 consultation data
31 raw data of e-office
12 databases of
smart map
191 master databases
of online Duham
Receipt of
complaints
(5518 files)
Transfer media
(104,302
pages)
Management
of complaint
archives
Recapitulation of files (2020 cases)
Service of
complaint data
Borrowed files (7 cases)
Review of
complaints
(2,753 cases)
Handled complaints
(1,423)
Handled cases
(1,204)
Complaint data (3590
cases)
Consultation data (1601
agenda)
Monitoring
(930 cases)
Service of Data
Request and Data
Delivery
MATERIALS
Suggestions
(826 letters
Protection
(23 letters)
Open files (32 cases)
Cleaning
File completion
(120 letters)
New (459 cases)
Existing (471 cases)
Mediation
(274 cases)
Commentary (230
letters)
New (107 cases)
Existing (167 cases)
Internal: 120
External: 8
Figure 4.6. Service for Public Complaints
2. Writing the Initial Analysis of
Complaint
The process of writing an initial
analysis of complaints is carried
out by Komnas HAM RI for each
new complaint submitted by the
public.
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