The Ombudsman's Role in Public Service Dispute Resolution to Create Substantive Justice

Abstract: The implementation of the Republic of Indonesia is faced with the problem of incompatibility between the conditions needs and the many changes in various aspects of public life that indicate unpreparedness regarding the transformation of values from the era before the reformation. Such conditions also affect the failure of public services. Based on the above issues, the purpose of this study is to analyse the role of the Ombudsman in resolving public service disputes to create substantive justice. The research method used is a qualitative research method with a normative juridical approach. The results showed that the Ombudsman of the Republic of Indonesia is a state institution that has the authority to supervise the implementation of public services organised by state and government organisers, including those organised by State-Owned Enterprises, State-Owned Enterprises, and State-Owned Legal Entities, as well as private or individual entities tasked with organising certain public services that are partly or all of the funds sourced from the state revenue and expenditure budgets and regional revenue and expenditure budgets. Public Service is an activity or series of activities to fulfil the needs of services by the laws and regulations for every citizen and resident of goods, services, and administrative services provided by public service providers.