The Effectiveness of the Complaints Handling Service Provided by the Ciamis Regency Education Department, Indonesia

Complaints handling services are a key instrument in the delivery of public services, serving as a channel for the public to voice complaints, criticisms and suggestions. The effectiveness of complaints handling services serves as an indicator of a government agency’s success in providing responsive, transparent and accountable services. This study aims to analyse the effectiveness of the complaints service at the Ciamis Regency Education Office based on the dimensions of quality, quantity and time, in accordance with Sedarmayanti’s theory of effectiveness. The study employs a qualitative approach using a descriptive method. Research informants were selected through purposive sampling and comprised complaint service managers and members of the public using the service. Data were collected through observation, interviews and documentation, and subsequently analysed using the Miles, Huberman and Saldaña model via data condensation, data presentation and drawing of conclusions. The research findings indicate that the effectiveness of the complaints service at the Ciamis Regency Education Office has been functioning reasonably well, though it is not yet optimal. In terms of quality, various complaint channels have made it easier for the public to submit reports, although delays in response and a lack of information regarding the progress of complaint handling were still observed. In terms of quantity, all complaints were processed in accordance with procedures; however, limitations in human resources affected the effectiveness of their resolution. Meanwhile, in terms of time, the complaint resolution process still takes a relatively long time due to the need for coordination with various parties. Therefore, there is a need to enhance human resource capacity, strengthen coordination, establish service time standards, and improve information transparency in order to achieve a more effective complaints service that is focused on public satisfaction.

Effectiveness, Complaints Service, Public Service, Education Department, Public Administration

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