INKRAH Law ·
Indonesia
· Hukum Administrasi Negara
Public Service
Pelayanan Publik
Undang-Undang No. 25 Tahun 2009
UU No. 25 Tahun 2009.
Official source / JDIH →
Bahasa Indonesia
Key Subject Matter
Mengatur penyelenggaraan pelayanan publik: asas dan ruang lingkup, standar pelayanan, hak dan kewajiban penyelenggara dan masyarakat, pengelolaan pengaduan, serta pengawasan dan sanksi.
English (British)
Key Subject Matter
Governs the delivery of public services: principles and scope, service standards, the rights and duties of providers and the public, complaint handling, and oversight and sanctions.
INKRAH Note
It is the reference for service-bureaucracy reform; external oversight includes the Ombudsman of the Republic of Indonesia.
Disclaimer: INKRAH Law reproduces the text of legislation for information and educational purposes only, and covers solely statutes made by the legislative and executive branches. The text may contain typographical or translation errors; always verify its authenticity and official version at the JDIH (official legal-documentation portal) of the relevant executive or legislative institution. To confirm whether a regulation is still in force, please visit the relevant institution's official website, and take note of any judicial review granted by the Supreme Court (MA) or the Constitutional Court (MK). English and other foreign translations here are unofficial.
Official source / JDIH →
Article by Article
Ketentuan Umum
Article 1
— Definition of Public Service
Bahasa IndonesiaPelayanan publik adalah kegiatan atau rangkaian kegiatan dalam rangka pemenuhan kebutuhan pelayanan sesuai dengan peraturan perundang-undangan bagi setiap warga negara dan penduduk atas barang, jasa, dan/atau pelayanan administratif yang disediakan oleh penyelenggara pelayanan publik.
English (British)Public service is the activity or series of activities to meet service needs in accordance with legislation, for every citizen and resident, in respect of goods, services and/or administrative services provided by public-service providers.
Asas
Article 4
— Principles of Public Service
Bahasa IndonesiaPenyelenggaraan pelayanan publik berasaskan antara lain kepentingan umum; kepastian hukum; kesamaan hak; keseimbangan hak dan kewajiban; keprofesionalan; partisipatif; persamaan perlakuan/tidak diskriminatif; keterbukaan; akuntabilitas; serta ketepatan waktu.
English (British)The delivery of public services rests on principles including the public interest; legal certainty; equal rights; the balance of rights and duties; professionalism; participation; equal and non-discriminatory treatment; openness; accountability; and timeliness.
Kewajiban
Article 15
— Duties of the Provider
Bahasa IndonesiaPenyelenggara berkewajiban antara lain menyusun dan menetapkan standar pelayanan; menyusun, menetapkan, dan memublikasikan maklumat pelayanan; menempatkan pelaksana yang kompeten; memberikan pelayanan yang berkualitas; serta memberikan pertanggungjawaban atas pelayanan yang diselenggarakan.
English (British)The provider must, among other things, draw up and establish service standards; draw up, establish and publish a service charter; assign competent personnel; deliver quality service; and account for the service provided.
