---
title: "How to complain about ride-hailing and delivery apps: official routes for drivers and customers"
canonical: https://panduanwarga.org/en/guides/complaints-ride-hailing/
language: en
category: "Ride-hailing & couriers"
reviewed: 2026-10-14
modified: 2026-10-14
publisher: "Panduan Warga (independent; not a government website)"
reviewed-by: "Kaiser Khan (https://panduanwarga.org/en/about/kaiser-khan/)"
---

# How to complain about ride-hailing and delivery apps: official routes for drivers and customers

**Where should ride-hailing drivers, passengers and customers complain, and in what order?**

Start with the app company’s complaint centre, which, according to the Ministry of Transportation’s account of Presidential Regulation 27/2026, must respond within 7 days, and keep the ticket number. If that fails, drivers can complain through SP4N-LAPOR! (lapor.go.id) to the Ministry of SMEs about partnership agreements, to the Ministry of Transportation (contact 151) about passenger fares and app fees, or to Komdigi about goods and food delivery, whose fee rules have not yet been issued. Passengers and customers can complain to the Ministry of Trade’s Directorate General of Consumer Protection and Trade Compliance or to the National Consumer Protection Agency (BPKN).

## What to have ready before complaining

- Your partner or customer account number and the order number in question.
- Screenshots of the transaction details: fare, app fee, deductions and your earnings or the amount paid.
- A copy of the Platform Partnership Agreement or the terms that applied at the time.
- The ticket number and date of your complaint to the app company, and any reply you received.
- Notices of sanctions, such as account suspension or termination of the partnership.
- A short written account: what happened, when, where and what you are asking for.

## The order in which to complain

1. **Identify the type of problem.** Separate passenger fare issues, goods and food delivery fees, partnership agreement terms, account sanctions, customer service and accidents. The type of problem decides which authority to approach if the app does not resolve it.
2. **Complain to the app company first.** Use the help centre or official complaints number inside the app. According to the Ministry of Transportation, Presidential Regulation 27/2026 requires app companies to run an accessible complaint centre and respond within 7 days of receiving a complaint. Keep the ticket number and every reply.
3. **Use clarification and the right of appeal if your account is sanctioned.** Transport Minister Regulation PM 12/2019 requires motorbike taxi app companies to have procedures for suspension and termination, give notice or a warning, and allow clarification, a right of appeal and reactivation, with a dedicated complaint centre for those sanctions.
4. **Go to the government if it is not resolved.** If there is no response within 7 days, or the answer breaks the rules, complain to the responsible authority: the Ministry of SMEs for partnership agreements, the Ministry of Transportation for passenger fares and app fees (contact 151, info151@dephub.go.id), or Komdigi for goods and food delivery.
5. **Use SP4N-LAPOR! so it is on record.** Write your report at lapor.go.id with evidence and the app’s ticket number. Reports are verified within 3 days and passed to the responsible authority, which follows up within 5 days; you can respond to the reply within 10 days. You can report anonymously or confidentially.
6. **Customers: complain to Kemendag or BPKN.** Passengers and customers who lose out, for example by being charged more than the app showed or losing an order, can complain to the Ministry of Trade’s Directorate General of Consumer Protection and Trade Compliance using its online complaint form, or to BPKN on WhatsApp 08153 153 153, after complaining to the app company.

## Complaint costs and the app-fee cap

Complaining to the app company, the Ministry of Transportation, the Ministry of SMEs, Komdigi, SP4N-LAPOR!, the Ministry of Trade and BPKN needs no middleman. For passenger transport, the app fee has been capped at 8% since 1 July 2026; no cap had been set for goods and food delivery as of 14 October 2026.

Complaint routes by type of problem, checked 14 October 2026.

| Problem | Go first to | If not resolved | Official contact |
| --- | --- | --- | --- |
| Passenger app fee above 8%, or wrong fare | The app’s complaint centre (reply within 7 days) | Ministry of Transportation | 151; info151@dephub.go.id; lapor.go.id |
| Goods or food delivery fees | The app’s complaint centre | Komdigi (the ministerial regulation on fees has not been issued) | lapor.go.id |
| Partnership agreement terms or changes, incentives, access to transaction data | The app’s complaint centre | Ministry of SMEs | lapor.go.id; Call Center 106 |
| Account suspended or partnership terminated | The app’s sanctions complaint centre: clarification and appeal | The responsible authority through SP4N-LAPOR! | lapor.go.id |
| Customers: wrong charge, lost or damaged goods | The app’s help centre | Ministry of Trade (DG PKTN) or BPKN | Ministry of Trade complaint form; BPKN WhatsApp 08153 153 153 |
| Accidents and compensation | Jasa Raharja and BPJS Ketenagakerjaan | Each body’s complaint channel | pelayanan.pengaduan@jasaraharja.co.id; BPJS Ketenagakerjaan 175 |

The full text of Presidential Regulation 27/2026 was not yet available on JDIH BPK or peraturan.go.id when we checked on 14 October 2026, so the complaint rules on this page come from official statements by the Ministry of Transportation and the Ministry of State Secretariat. We did not find a complaint channel specific to ride-hailing on the Ministry of SMEs’ website; its general contacts are Call Center 106 and WA Center 0811-380-280.

## What app companies must do about complaints

According to the Ministry of Transportation, Presidential Regulation 27/2026 requires app companies to run a complaint centre that is accessible, responsive, transparent and documented, and to respond within seven days of receiving a complaint. The Platform Partnership Agreement must also set out how complaints and disputes are handled, and must be updated within six months of the rules taking effect.

For motorbike taxis carrying passengers, Transport Minister Regulation PM 12/2019 already required apps to show a complaints phone number and to give drivers a complaints and problem-solving service. This covers complaints from both drivers and passengers.

That is why a complaint to the app company comes first. Government bodies will usually ask whether you have already complained to the app, so the ticket number and screenshots of the reply are important evidence.

- [Ministry of Transportation: Presidential Regulation 27/2026 and the complaint centre duty (10 October 2026)](https://dephub.go.id/post/read/pemerintah-terbitkan-perpres-no.-27-tahun-2026,-menhub-dudy--berikan-kepastian-hukum-pengemudi-ojek-online)
- [Transport Minister Regulation PM 12/2019 on motorbike safety](https://peraturan.bpk.go.id/Details/104095/permenhub-no-12-tahun-2019)

## If your account is suspended or your partnership is ended

Article 14 of Transport Minister Regulation PM 12/2019 requires motorbike taxi app companies to set procedures for temporary suspension and termination of partners, covering the types and levels of sanction, the stages, and how a suspension is lifted. The procedure must first be discussed with partners and then explained to them.

Article 16 gives drivers protection in the form of clear criteria for sanctions, notice or a warning before suspension or termination, a chance to clarify, a right of appeal, and reactivation if, after clarification, they are found fit to work again. Article 18 requires a dedicated complaint centre for suspension and termination.

When appealing, include the order number, time, place and evidence such as screenshots or photos. Keep every message from the app. If it is not resolved, report it through SP4N-LAPOR! and attach evidence of your attempts to settle it.

- [Transport Minister Regulation PM 12/2019: suspension procedures, appeals and complaint centres](https://peraturan.bpk.go.id/Details/104095/permenhub-no-12-tahun-2019)

## Government bodies and what they handle

According to official statements, the Ministry of Transportation oversees passenger fares and the 8% app fee cap in force since 1 July 2026; the Ministry of SMEs oversees partnership agreements between drivers and app companies; and Komdigi sets the fees for goods and food delivery through a Communication and Digital Minister Regulation, which had not been issued as of 14 October 2026. The government has set the end of December 2026 as the deadline for the ministries’ implementing rules, and the three ministries are forming a joint communication forum or secretariat chaired by the Minister of SMEs.

The Ministry of Transportation can be reached on 151 and at info151@dephub.go.id. The Ministry of SMEs’ website (umkm.go.id) lists Call Center 106 and WA Center 0811-380-280. Komdigi’s website links public service complaints to SP4N-LAPOR!, and offers aduankonten.id for harmful content and aduannomor.id for reporting suspicious mobile numbers.

SP4N-LAPOR! at lapor.go.id is the national public service complaints channel. Reports are verified within 3 days and passed to the responsible authority, which follows up within 5 days, and you can respond to the reply within 10 days. The SP4N-LAPOR! guide explains how to write a report and protect your personal data.

- [SP4N-LAPOR!: send a complaint to the responsible authority](https://www.lapor.go.id/)
- [Ministry of SMEs: official contacts](https://umkm.go.id/)

## Complaints from passengers and customers

Passengers, people ordering food and people sending parcels are consumers. After complaining to the app company, a consumer who has lost out can complain to the Ministry of Trade’s Directorate General of Consumer Protection and Trade Compliance (DG PKTN) using its online complaint form for goods and services. DG PKTN’s service hours are Monday to Friday, 08.00–16.00 WIB.

The National Consumer Protection Agency (BPKN) also takes consumer complaints on WhatsApp 08153 153 153 and through the Pengaduan menu at bpkn.go.id. Include the order number, proof of payment, a written account and the app company’s reply.

For safety problems while riding as a passenger, use the app’s emergency button and call 110 if you are threatened. For accidents, Jasa Raharja compensation and the other steps are explained in the guide on accidents and safety for drivers.

- [Ministry of Trade DG PKTN: consumer complaint channel](https://simpktn.kemendag.go.id/)
- [BPKN: consumer complaints](https://bpkn.go.id/)

## Things to check carefully

- Going straight to a ministry without proof that you complained to the app company. Keep the ticket number and allow up to 7 days for a reply.
- Assuming the 8% fee cap already applies to goods and food delivery. For those services, Komdigi’s ministerial regulation has not been issued.
- Sending a complaint without an account of events and transaction evidence, which makes it hard to act on.
- Paying someone who offers to ‘unlock a suspension’ or ‘handle your complaint’. None of the official channels on this page needs a middleman.
- Sharing your account password, OTP or KTP photo with someone claiming to be from the app or the government.

## Frequently asked questions

### Where do I complain if the app takes more than 8%?

First to the app company’s complaint centre, which must respond within 7 days. If it is not resolved, for passenger transport complain to the Ministry of Transportation through SP4N-LAPOR! or on 151. The 8% cap does not yet apply to goods and food delivery.

### My ride-hailing account has been suspended. What can I do?

Ask for clarification and appeal through the app’s sanctions complaint centre. Transport Minister Regulation PM 12/2019 gives drivers the right to notice before a sanction, clarification, appeal and reactivation if found fit. If it is not resolved, report it through SP4N-LAPOR! with evidence.

### Can I go straight to the government without contacting the app?

It is better not to. App companies must have a complaint centre with a 7-day reply deadline, and government bodies usually ask for proof that you tried to settle it with the app first.

### What is the Ministry of Transportation’s complaints number?

Contact 151 and email info151@dephub.go.id. The ministry is responsible for passenger fares and the 8% app fee cap for passenger transport.

### Who oversees ride-hailing partnership agreements?

The Ministry of SMEs oversees partnership agreements between drivers and app companies, according to official statements on Presidential Regulation 27/2026. We have not found a dedicated channel; use SP4N-LAPOR! or the ministry’s general Call Center 106.

### Where do couriers complain about delivery fees for goods and food?

First to the app company. According to Komdigi, Article 11(4) of Presidential Regulation 27/2026 makes Komdigi responsible for setting goods and food delivery fees through a Communication and Digital Minister Regulation, which had not been issued as of 14 October 2026; meanwhile, complaints to Komdigi can be made through SP4N-LAPOR!.

### I am a passenger and lost out. Where can I complain?

To the app’s help centre first. If it is not resolved, complain to the Ministry of Trade’s Directorate General of Consumer Protection and Trade Compliance using its online form, or to BPKN on WhatsApp 08153 153 153.

### How long does SP4N-LAPOR! take to respond?

Reports are verified within 3 days and passed to the responsible authority, which follows up within 5 days. You can respond to the reply within 10 days, and the report stays open until it is resolved.

## Official sources

1. [Kemenhub: Pemerintah terbitkan Perpres No. 27 Tahun 2026 (10 Oktober 2026)](https://dephub.go.id/post/read/pemerintah-terbitkan-perpres-no.-27-tahun-2026,-menhub-dudy--berikan-kepastian-hukum-pengemudi-ojek-online) (accessed 2026-10-14)
2. [Kemensetneg: keterangan tentang Perpres 27/2026 (8 Oktober 2026)](https://www.setneg.go.id/baca/index/wamensesneg_bambang_beri_keterangan_terkait_perpres_perlindungan_ekosistem_transportasi_berbasis_platform_digital) (accessed 2026-10-14)
3. [Komdigi: siaran pers No. 206/HM-KKD/10/2026, aturan transparansi harga layanan antar barang dan makanan (9 Oktober 2026)](https://portal.komdigi.go.id/kanal-publik/berita-kini/10590) (accessed 2026-10-14)
4. [JDIH BPK: Permenhub PM 12/2019](https://peraturan.bpk.go.id/Details/104095/permenhub-no-12-tahun-2019) (accessed 2026-10-14)
5. [SP4N-LAPOR!: Layanan Aspirasi dan Pengaduan Online Rakyat](https://www.lapor.go.id/) (accessed 2026-10-14)
6. [Kementerian UMKM: situs resmi dan kontak](https://umkm.go.id/) (accessed 2026-10-14)
7. [Komdigi: situs resmi dan tautan kanal aduan](https://www.komdigi.go.id/) (accessed 2026-10-14)
8. [Ditjen PKTN Kementerian Perdagangan: layanan dan kanal pengaduan](https://simpktn.kemendag.go.id/) (accessed 2026-10-14)
9. [Kementerian Perdagangan: formulir pengaduan konsumen](https://www.kemendag.go.id/s/pengaduankemendag2026) (accessed 2026-10-14)
10. [BPKN: Badan Perlindungan Konsumen Nasional](https://bpkn.go.id/) (accessed 2026-10-14)
11. [Jasa Raharja: bantuan dan media pengaduan](https://www.jasaraharja.co.id/id/complaint) (accessed 2026-10-14)
12. [BPJS Ketenagakerjaan: prosedur klaim dan call center 175](https://www.bpjsketenagakerjaan.go.id/cara-klaim.html) (accessed 2026-10-14)

## Related guides

- [Presidential Regulation 27/2026 on ride-hailing: the 8% app fee, partner status and complaints](https://panduanwarga.org/en/guides/ride-hailing-regulation-perpres-27-2026/)
- [Submit a public-service complaint through SP4N-LAPOR!](https://panduanwarga.org/en/guides/public-service-complaints/)
- [Personal data leaked or misused in Indonesia: what to do if someone uses your NIK or KTP photo](https://panduanwarga.org/en/guides/personal-data-leak/)

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Source: Panduan Warga, https://panduanwarga.org/en/guides/complaints-ride-hailing/ (reviewed 2026-10-14). General information, not legal or financial advice; current agency rules take precedence.