Ministry of Immigration and Corrections
Directorate General of Immigration
The Directorate General (Ditjen) of Immigration has installed a special QR Code for the submission of public complaints at the Immigration checkpoint counters of major international airports and ports. Complaints received from this QR code will be immediately received and followed up by a team from the Directorate of Immigration Checkpoints of the Directorate General of Immigration.
"If passengers at the airport or port see any indication of violations in the Immigration inspection process by officers, or receive unpleasant treatment, please submit a complaint via the QR Code listed at the Immigration inspection counter. Our team will conduct a check based on the report," said Pit Director General of Immigration, Saffar Muhammad Godam, Tuesday (04/02/2025).
However, Godam said, complaints must be submitted responsibly. This means that the complainant can prove that he/she was in the arrival or departure area on that date and time, if asked for information.
"Immigration certainly tries its best to be more transparent and accountable in serving the public. However, we must also be fair in managing complaints. This public complaint QR Code facility must not be misused by parties who intentionally want to harm the good name of someone on duty at the Immigration checkpoint," he added.
To improve the transparency and integrity of Immigration services at the crossings, the Directorate General of Immigration also monitors the passport control counter area with CCTV cameras. In addition, above each counter there is a warning not to give tips (no tipping) in three languages, namely English, Arabic and Mandarin.
The Acting Director General of Immigration also directed passengers passing through the Immigration inspection area to use the autogate.
"Autogate can be used by Indonesian citizens (WNI) and foreign citizens (WNA) who use e-visas. This facility provides a faster and more comfortable immigration inspection experience, only 15-20 seconds per crossing," concluded Godam.
Last updated 06 February 2025
