--- title: "Submit a public-service complaint through SP4N-LAPOR!" canonical: https://panduanwarga.org/en/guides/public-service-complaints/ language: en category: "Social assistance" reviewed: 2026-10-01 modified: 2026-10-01 publisher: "Panduan Warga (independent; not a government website)" reviewed-by: "Kaiser Khan (https://panduanwarga.org/en/about/kaiser-khan/)" --- # Submit a public-service complaint through SP4N-LAPOR! **How do I submit a public-service complaint through SP4N-LAPOR!?** SP4N-LAPOR! receives public-service complaints, suggestions and information requests through lapor.go.id, SMS 1708 or the app. Since 2026 it runs two versions: version 4.0 for 10 bodies (PLN, KAI, Pertamina, KemenPANRB, the Home Affairs Ministry, the Marine Affairs Ministry, NTB and West Java provincial governments, Malang City and Tangerang Regency) and version 3.5 for more than 700 other bodies and police matters. Reports are verified within 3 days, the agency acts and replies within 5 days, and you can respond to the reply within 10 days. ## What you need to complain through SP4N-LAPOR! - A short timeline with dates and locations. - The agency or service unit involved. - An application reference where relevant. - Evidence with unnecessary personal information removed. ## How to complain through SP4N-LAPOR! 1. **Choose the LAPOR! version.** Open lapor.go.id. If the agency is one of the 10 on version 4.0, continue to prod.lapor.go.id; otherwise, including police matters, use version 3.5. Sign in or create an account as instructed. 2. **Choose the report type.** Select the kind of report and intended agency. 3. **Describe what happened.** Give a factual timeline and explain the resolution you are seeking. 4. **Review the evidence.** Attach only what is necessary and check personal details. 5. **Submit and keep the reference.** Choose Anonim/Rahasia as appropriate and save the report number. 6. **Follow up.** Respond to clarification requests and review the action taken. ## How much it costs to complain through SP4N-LAPOR! Connection or communication charges depend on your provider. Paying an intermediary does not guarantee a particular outcome. ## Two versions of SP4N-LAPOR! and response times The lapor.go.id home page now asks you to choose a system version. Version 4.0 (prod.lapor.go.id) serves PT PLN, PT KAI, PT Pertamina, KemenPANRB, the Ministry of Home Affairs, the Ministry of Marine Affairs and Fisheries, the West Nusa Tenggara and West Java provincial governments, Malang City and Tangerang Regency. More than 700 other bodies still use version 3.5, which also takes reports for the police. The process: a report is verified and passed to the responsible agency within 3 days, the agency acts and replies within 5 days, and the reporter can respond within 10 days. Besides the website, reports can go by SMS to 1708 at normal operator rates or through the mobile app. If the agency’s response does not resolve a public-service problem, you can report to the Ombudsman of the Republic of Indonesia. - [SP4N-LAPOR!: pilihan versi 3.5 dan 4.0](https://www.lapor.go.id/) - [Ombudsman RI: lapor maladministrasi](https://simpel4.ombudsman.go.id/lapor-ombudsman) ## Write a report that can be investigated Start with the service, office and date. Explain what the published service information led you to expect, what happened and what you already tried. Finish with a specific request, such as an explanation of case progress or clarification of a fee. Separate direct experience from assumptions. If the cause of a delay is unknown, say that rather than asserting misconduct. A receipt or relevant communication can support the timeline without revealing an entire identity document. ## Privacy and follow-up Anonim hides identity from the reported party and the public. Rahasia prevents the report contents from being shown publicly. They are not interchangeable, and the system operator can still need information for verification. Keep the reference and check replies. Provide relevant clarification and identify any part still unresolved. This route requests investigation and follow-up; it cannot guarantee the decision you want. ## Things to check carefully - Anonim does not mean the operator never receives identifying information. - Do not put NIKs, passwords or complete documents in public report text. - Use verifiable facts rather than unsupported accusations. ## Frequently asked questions ### Which LAPOR! version should I use? Use version 4.0 (prod.lapor.go.id) for reports to PLN, KAI, Pertamina, KemenPANRB, the Home Affairs Ministry, the Marine Affairs and Fisheries Ministry, the NTB or West Java provincial governments, Malang City or Tangerang Regency. For other bodies and police matters, use version 3.5 from the button on the lapor.go.id home page. ### What does Anonim do? LAPOR! describes it as hiding the reporter’s identity from the reported party and the public. ### What does Rahasia do? It keeps the report contents out of public view. ### Does submission guarantee resolution? No. Handling depends on the responsible authority and may require more evidence or clarification. ### How long does a response take? According to lapor.go.id, a report is verified and forwarded within 3 days, the agency acts and replies within 5 days, and the reporter can respond within 10 days. The report stays open until it is marked resolved. ## Official sources 1. [Layanan Aspirasi dan Pengaduan Online Rakyat](https://www.lapor.go.id/) (accessed 2026-10-01) 2. [Pertanyaan Seputar LAPOR!](https://www.lapor.go.id/faq) (accessed 2026-10-01) 3. [Tentang LAPOR!](https://www.lapor.go.id/tentang) (accessed 2026-10-01) 4. [Ombudsman RI: lapor maladministrasi pelayanan publik](https://simpel4.ombudsman.go.id/lapor-ombudsman) (accessed 2026-10-01) ## Related guides - [First KTP-el: Indonesian identity-card requirements](https://panduanwarga.org/en/guides/first-indonesian-id-card/) - [Check Indonesian social assistance through Cek Bansos](https://panduanwarga.org/en/guides/check-social-assistance/) - [Sentuh Tanahku: land-certificate information and case tracking](https://panduanwarga.org/en/guides/sentuh-tanahku-land-records/) --- Source: Panduan Warga, https://panduanwarga.org/en/guides/public-service-complaints/ (reviewed 2026-10-01). General information, not legal or financial advice; current agency rules take precedence.