Police Reform Call Centers on Transparent Public Reporting
Kabarsaji.com – Indonesia’s new National Police chief is facing renewed pressure to ensure that justice does not depend on a case becoming popular online. The Community Legal Aid Institute, known as LBHM, has urged General Suyudi Ario Seto to replace informal promises with a clear, open system for handling reports from the public.
LBHM says the widely voiced complaint of “no viral, no justice” points to a deeper problem: many people remain uncertain whether their reports will be properly accepted, investigated, and followed through. The group argues that changing this perception will require operational reforms throughout the police force, not simply ethical instructions for individual officers.
In a written statement issued on Friday, October 9, 2026, LBHM Communications and Campaign Staff member Aan Afriangga said every complaint should pass through a process that can be understood and monitored by the public.
The National Police must also establish a mechanism ensuring that every report is received, recorded, verified, acted upon, and monitored for progress in a manner transparent to the public.
For people seeking police assistance, the issue is not limited to filing a report at a station. They also need certainty about what happens next: whether the report has been registered, whether evidence is being assessed, whether investigators have taken action, and why a case may be stopped. LBHM has called for explanations that are clear whenever a case advances or is discontinued.
A Test for Suyudi’s Early Leadership
President Prabowo inaugurated Suyudi as National Police chief on October 1, 2026. He took over from Listyo Sigit Prabowo, who held the post for five years. The leadership transition was followed by a policy to rotate 19 regional police chiefs, or Kapolda, creating an opportunity for reforms to be carried beyond the national headquarters.
During his fit-and-proper test before the House of Representatives’ Commission III on October 1, Suyudi pledged to remove the perception that cases only receive meaningful attention after gaining traction on social media. He said people who submit complaints deserve both proper treatment and information on the development of their cases.
Complainants have the right to know about developments that can be disclosed, without needing to seek informal access to investigators.
That pledge has become a central point in LBHM’s response to the new police leadership. The organization has issued five major observations following Suyudi’s appointment and the regional leadership reshuffle, with public complaint handling placed at the forefront.
LBHM argues that the first 100 days of the new chief’s tenure should not be judged by the visibility of programs or public-relations activity. Instead, the organization wants to see concrete improvements that residents can experience when they interact with police institutions.
Oversight Must Match Police Powers
The legal aid group has also highlighted the importance of controls over the police force’s extensive authority, particularly in matters involving arrest and detention. Police powers can have immediate consequences for individual liberty, making safeguards and accountability essential components of reform.
LBHM warned that any broader police authority should be accompanied by reliable checks. Those checks should not be confined to internal supervision, it said. External oversight and opportunities for public participation are also needed to reduce the risk of misuse of power.
The call reflects a broader reader-facing concern: accountability is not only about responding when controversy erupts. It also involves making routine decisions traceable, explaining procedures in understandable terms, and giving people channels to question decisions that affect them.
Measuring Justice Beyond Case Totals
LBHM has urged the National Police to reconsider how success in law enforcement is assessed. Counting cases, suspects, or seized items may show activity, but the organization says those figures alone do not establish whether law enforcement has been fair, lawful, or effective.
Instead, success should be measured by the quality of handling—ensuring actions are lawful, evidence-based, provide legal certainty, and uphold justice.
This approach would place greater weight on whether investigations respect legal procedures, whether decisions rest on evidence, and whether the process gives people meaningful legal certainty. It would also shift attention from the volume of enforcement activity toward the quality of public service and protection of rights.
LBHM further says that the treatment of vulnerable communities should be a practical benchmark for police reform. Persons with disabilities, drug users, women, children, and minority groups must receive services that do not stigmatize or discriminate, while access to legal assistance must be adequately available.
Inclusive operating procedures would matter at every stage of contact with police, from the first report through investigation and any later legal process. For vulnerable people, unclear procedures or dismissive treatment can create additional barriers to seeking protection or asserting their rights.
Reform Must Reach Local Police Units
LBHM has stressed that leadership changes at the top should become a turning point for dealing with structural problems at the local level. The organization wants the reform agenda to be implemented consistently in regional police offices, district police offices, and sub-district police offices—Polda, Polres, and Polsek.
That nationwide consistency will be crucial to the credibility of Suyudi’s promise. A transparent system is most meaningful when people can expect the same basic standards regardless of where they file a complaint: reports are recorded, progress can be checked, decisions are explained, and legal protections are applied without discrimination.
The challenge for the National Police is therefore larger than improving its public image. It is about building procedures that let citizens see how their cases are handled and trust that access to justice is not reserved for complaints that become viral.
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