Aduan

Aduan is a term used in Malay and Indonesian to denote a formal complaint or grievance, typically lodged when a person or group believes a service, policy, or act of an organization has caused harm, dissatisfaction, or unfair treatment. It covers a range of concerns, from poor public services and administrative delays to alleged misconduct by officials or institutions. The concept emphasizes ensuring accountability and prompting corrective action rather than merely expressing dissatisfaction.

Etymologically, aduan derives from the root meaning to report or tell, with the suffix -an indicating a noun form. In practice, aduan is distinct from informal feedback or suggestions because it usually requires formal documentation, investigation, and a documented response.

In public administration and many private sectors, aduan channels are established to handle complaints systematically. Submissions can be made via written forms, online portals, email, or designated hotlines. A typical aduan includes the complainant’s identity or a way to contact them, a clear description of the issue, relevant dates and locations, and any supporting evidence. After submission, authorities acknowledge receipt, categorize the case, investigate where appropriate, and communicate findings, proposed remedies, or decisions to the complainant. Resolutions may involve service improvements, refunds or compensation, disciplinary steps, or policy changes.

Rights and protections are often in place to safeguard complainants from retaliation and to protect personal data. Some jurisdictions provide anonymous or confidential aduan options, while others require identity verification. While aduan processes aim to enhance accountability, they can be subject to misuse or delays, underscoring the need for transparent procedures and fair handling.

Related concepts include feedback, suggestion, and formal grievance procedures, as well as ombudsman or consumer protection bodies that specifically oversee aduan processes.