Complaints from BPJS Kesehatan Participants, Majority Regarding Services

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Nabilah Muhamad 25/09/2025 12:38 WIB

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There were 74,964 complaints from BPJS Kesehatan participants between January and August 2025. The three most frequent complaints concerned healthcare services, administration, and contributions.

Most Frequent Complaints from BPJS Kesehatan Participants (January-August 2025)

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Most Frequent Complaints from BPJS Kesehatan Participants (January-August 2025)

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Indonesian Social Health Security Administration (BPJS Kesehatan) received 74,964 complaints from participants between January and August 2025.

These complaints were received through various channels, ranging from branch offices, care centers, the Mobile JKN application, and social media.

"An average of approximately 9,504 complaints were received per month, and the average complaint resolution time was 6.48 hours," said BPJS Kesehatan Supervisory Board Chairman Abdul Kadir in a meeting with Commission IX of the DPR RI on Wednesday (24/9/2025).

According to Abdul, the average complaint resolution time was faster than their service level agreement (SLA) target of three days.

Between January and August 2025, the most frequent complaints from BPJS Kesehatan participants concerned service issues, namely 27,038 complaints or 43% of the total complaints received.

The most frequently complained-about service issues were:

Long patient queues and waiting times for services at hospitals;
Availability of medicines at healthcare facilities; and
Healthcare services that should be guaranteed but were charged to participants.

In addition, BPJS Kesehatan also received 24,567 complaints related to administration and 11,271 complaints regarding contributions.

"These complaints are important to us, because they constitute social control and an evaluation of our performance in providing services to BPJS Kesehatan participants," said Abdul.

Editor : Adi Ahdiat

"Disclosure: This is an AI-generated translation of the original article. We strive for accuracy, but please note that automated translations may contain errors or slight inconsistencies."