UU-No-25-Thn-2009-ttg-Pelayanan-Publik.doc

PRESIDEN REPUBLIK INDONESIA

UNDANG-UNDANG REPUBLIK INDONESIA NOMOR 25 TAHUN 2009 TENTANG PELAYANAN PUBLIK

DENGAN RAHMAT TUHAN YANG MAHA ESA PRESIDEN REPUBLIK INDONESIA, Menimban

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BAB I KETENTUAN UMUM Pa*a(  Da(am Unan-Unan ini )an ima&*. enan! 6 6

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96

Si*+em in4/%ma*i e(a)anan .b(i& )an *e(an'.+n)a i*eb.+ Si*+em In4/%ma*i aa(a# %an&aian &eia+an )an me(i.+i en)imanan an ene(/(aan in4/%ma*i *e%+a me&ani*me en)amaian in4/%ma*i a%i en)e(ena%a &eaa ma*)a%a&a+ an *eba(i&n)a a(am ben+.& (i*an, +.(i*an La+in, +.(i*an a(am #.%.4 B%ai(e, ba#a*a amba%, an>a+a. ba#a*a (/&a(, *e%+a i*a'i&an *e3a%a man.a( a+a..n e(e&+%/ni&"

06 Meia*i aa(a# en)e(e*aian *en&e+a e(a)anan .b(i& an+a%a%a i#a& me(a(.i ban+.an, bai& /(e# /mb.*man *eni%i ma..n me(a(.i meia+/% )an iben+.& /(e# /mb.*man" 6 A'.i&a*i aa(a# %/*e* en)e(e*aian *en&e+a e(a)anan .b(i& an+a%a%a i#a& )an i.+.* /(e# /mb.*man" 26 Men+e%i aa(a# men+e%i )an be%+an.n 'a$ab i bian ena)a.naan aa%a+.% nea%a" :6 Omb.*man aa(a# (embaa nea%a )an mem.n)ai &e$enanan mena$a*i en)e(ena%aan e(a)anan .b(i&, bai& )an i*e(ena%a&an /(e# en)e(ena%a nea%a an eme%in+a#an +e%ma*.& )an i*e(ena%a&an /(e# baan .*a#a mi(i& nea%a, baan .*a#a mi(i& ae%a#, an baan #.&.m mi(i& nea%a *e%+a baan *$a*+a, ma..n e%*e/%anan )an ibe%i +.a* men)e(ena%a&an e(a)anan .b(i& +e%+en+. )an *ebaian a+a. *e(.%.# anan)a be%*.mbe% a%i ana%an enaa+an an be(an'a nea%a an>a+a. ana%an enaa+an an be(an'a ae%a#"


-;BAB II MAKSUD, TU?UAN, ASAS, DAN RUANG LINGKUP Baian Ke*a+. Ma&*. an T.'.an Pa*a( 2 Unan-.nan

+en+an

e(a)anan

.b(i&

ima&*.&an .n+.& membe%i&an &ea*+ian #.&.m a(am #.b.nan an+a%a ma*)a%a&a+ an en)e(ena%a a(am e(a)anan .b(i&" Pa*a( : T.'.an .nan-.nan +en+an e(a)anan .b(i& aa(a#! a" +e%$.'.n)a +en+an

#a&,

ba+a*an

an #.b.nan

+an.n

'a$ab,

)an 'e(a*

&e$a'iban,

an

&e$enanan *e(.%.# i#a& )an +e%&ai+ enan en)e(ena%aan e(a)anan .b(i& b" +e%$.'.n)a

*i*+em

en)e(ena%aan

e(a)anan

.b(i& )an (a)a& *e*.ai enan a*a*-a*a* .m.m eme%in+a#an an &/%/%a*i )an bai& 3" +e%en.#in)a


e(a)anan

.b(i&

*e*.ai enan e%a+.%an e%.nan-.nanan an " +e%$.'.n)a e%(in.nan an &ea*+ian #.&.m bai ma*)a%a&a+ a(am en)e(ena%aan e(a)anan .b(i&"

Baian Ke.a A*a* Pa*a( 1 Pen)e(ena%aan e(a)anan .b(i& be%a*a*&an! a" &een+inan .m.m


-8b" 3" " e" 4" " #" i" '" &" ("

&ea*+ian #.&.m &e*amaan #a& &e*eimbanan #a& an &e$a'iban &e%/4e*i/na(an a%+i*ia+i4 e%*amaan e%(a&.an>+ia& i*&%imina+i4 &e+e%b.&aan a&.n+abi(i+a* 4a*i(i+a* an e%(a&.an &#.*.* bai &e(/m/& %en+an &e+ea+an $a&+. an &e3ea+an, &em.a#an, an &e+e%'an&a.an"

Baian Ke+ia R.an Lin&. Pa*a( 5 6 R.an

(in&.

e(a)anan

.b(i&

me(i.+i

e(a)anan ba%an .b(i& an 'a*a .b(i& *e%+a e(a)anan

amini*+%a+i4

)an

ia+.%

a(am

e%a+.%an e%.nan-.nanan" 26

R.an (in&. *ebaaimana ima&*. aa a)a+ 6 me(i.+i enii&an, ena'a%an, e&e%'aan an .*a#a, +ema+ +ina(, &/m.ni&a*i an in4/%ma*i, (in&.nan #i., &e*e#a+an, 'aminan */*ia(, ene%i, e%ban&an, e%#.b.nan, *.mbe% a)a a(am, a%i$i*a+a, an *e&+/% *+%a+ei* (ainn)a"

:6

Pe(a)anan ba%an .b(i& *ebaaimana ima&*. aa a)a+ 6 me(i.+i! a" enaaan an en)a(.%an ba%an .b(i& )an i(a&.&an /(e# in*+an*i eme%in+a# )an *ebaian a+a. *e(.%.# anan)a be%*.mbe% a%i ana%an enaa+an an be(an'a nea%a an>a+a. ana%an enaa+an an be(an'a ae%a#


-7b" enaaan an en)a(.%an ba%an .b(i& )an i(a&.&an /(e# *.a+. baan .*a#a )an m/a( eni%iann)a be%*.mbe%

*ebaian

a%i

&e&a)aan

a+a.

*e(.%.#n)a

nea%a

an>a+a.

&e&a)aan ae%a# )an ii*a#&an an 3" enaaan an en)a(.%an ba%an .b(i& )an embia)aann)a +ia& be%*.mbe% a%i ana%an enaa+an an be(an'a nea%a a+a. ana%an enaa+an an be(an'a ae%a# a+a. baan .*a#a )an m/a( eni%iann)a *ebaian a+a. *e(.%.#n)a be%*.mbe% a%i &e&a)aan nea%a an>a+a. &e&a)aan ae%a# )an ii*a#&an, +e+ai &e+e%*eiaann)a men'ai mi*i nea%a )an i+e+a&an a(am e%a+.%an e%.nan.nanan" 16

Pe(a)anan a+a* 'a*a .b(i& *ebaaimana ima&*. aa a)a+ 6 me(i.+i! a" en)eiaan 'a*a .b(i& /(e# in*+an*i eme%in+a# )an *ebaian a+a. *e(.%.# anan)a be%*.mbe% a%i ana%an enaa+an an be(an'a nea%a an>a+a. ana%an enaa+an an be(an'a ae%a# b" en)eiaan 'a*a .b(i& /(e# *.a+. baan .*a#a )an m/a( eni%iann)a *ebaian a+a. *e(.%.#n)a be%*.mbe% a%i &e&a)aan nea%a an>a+a. &e&a)aan ae%a# )an ii*a#&an an 3" en)eiaan 'a*a .b(i& )an embia)aann)a +ia& be%*.mbe% a%i ana%an enaa+an an be(an'a nea%a a+a. ana%an enaa+an an be(an'a ae%a# a+a. baan .*a#a )an m/a( eni%iann)a *ebaian a+a. *e(.%.#n)a be%*.mbe% a%i &e&a)aan nea%a an>a+a. &e&a)aan ae%a# )an ii*a#&an, +e+ai &e+e%*eiaann)a men'ai mi*i nea%a )an i+e+a&an a(am e%a+.%an e%.nan.nanan"


-956

Pe(a)anan .b(i& *ebaaimana ima&*. aa a)a+ 6 #a%.* memen.#i *&a(a &eia+an )an ia*a%&an aa .&.%an be*a%an bia)a +e%+en+. )an i.na&an an 'a%inan )an imi(i&i a(am &eia+an e(a)anan .b(i& .n+.& i&a+e/%i&an *ebaai en)e(ena%a e(a)anan .b(i&"

;6

R.an (in&. *ebaaimana ima&*. aa a)a+ 56 ia+.% (ebi# (an'.+ a(am e%a+.%an eme%in+a#"

86

Pe(a)anan amini*+%a+i4 *ebaaimana ima&*. aa a)a+ 6 me(i.+i! a" +ina&an

amini*+%a+i4

i$a'ib&an

/(e#

nea%a

eme%in+a# an

ia+.%

)an a(am

e%a+.%an e%.nan-.nanan a(am %an&a me$.'.&an e%(in.nan %ibai, &e(.a%a, &e#/%ma+an, ma%+aba+, an #a%+a bena $a%a nea%a" b" +ina&an amini*+%a+i4 /(e# in*+an*i n/neme%in+a# )an i$a'ib&an /(e# nea%a an ia+.% a(am e%a+.%an e%.nan-.nanan *e%+a i+e%a&an be%a*a%&an e%'an'ian enan ene%ima e(a)anan

BAB III PEMBINA, ORGANISASI PENYELENGGARA, DAN PENATAAN PELAYANAN PUBLIK Baian Ke*a+. Pembina an Penan.n ?a$ab Pe(a)anan P.b(i& Pa*a( ; 6

G.na

men'amin

e(a)anan

.b(i&

enan.n 'a$ab"

&e(an3a%an ie%(.&an

en)e(ena%aan embina

an


- 0 26

Pembina *ebaaimana ima&*. aa a)a+ 6 +e%i%i a+a*! a" iminan &emen+e%ian,

(embaa iminan

n/n&emen+e%ian,

nea%a, (embaa

iminan

iminan eme%in+a#

(embaa

&/mi*i

nea%a a+a. )an *e'eni*, an iminan (embaa (ainn)a b" .be%n.% aa +in&a+ %/
Pembina *ebaaimana ima&*. aa a)a+ 26 mem.n)ai +.a* me(a&.&an embinaan, ena$a*an, an e
16

Pembina *ebaaimana ima&*. aa a)a+ 26 #.%.4 a, &e3.a(i iminan (embaa nea%a an iminan (embaa &/mi*i nea%a a+a. )an *e'eni* )an iben+.& be%a*a%&an .nan-.nan, $a'ib me(a/%&an #a*i( e%&embanan &ine%'a e(a)anan .b(i& &eaa P%e*ien an De$an e%$a&i(an Ra&)a+"

56

Pembina *ebaaimana ima&*. aa a)a+ 26 #.%.4 b $a'ib me(a/%&an #a*i( e%&embanan &ine%'a e(a)anan .b(i& ma*in-ma*in &eaa De$an Pe%$a&i(an Ra&)a+ Dae%a# P%/
;6

Pembina *ebaaimana ima&*. aa a)a+ 26 #.%.4 3 an #.%.4  $a'ib me(a/%&an #a*i( e%&embanan &ine%'a e(a)anan .b(i& ma*inma*in &eaa De$an Pe%$a&i(an Ra&)a+ Dae%a# Kab.a+en>K/+a an .be%n.%"

Pa*a( 8


-  6 Penan.n

'a$ab

aa(a#

iminan

&e*e&%e+a%ia+an (embaa *ebaaimana ima&*. a(am Pa*a( ; a)a+ 26 a+a. e'aba+ )an i+.n'.& embina" 26

Penan.n 'a$ab mem.n)ai +.a*! a" men//%ina*i&an &e(an3a%an en)e(ena%aan e(a)anan .b(i& *e*.ai enan *+ana% e(a)anan aa *e+ia *a+.an &e%'a b" me(a&.&an e
:6

Men+e%i )an be%+an.n 'a$ab i bian ena)a.naan aa%a+.% nea%a be%+.a*! a" me%.m.*&an &ebi'a&an na*i/na( +en+an e(a)anan .b(i& b" mem4a*i(i+a*i (embaa +e%&ai+ *ebaaimana ima&*. aa a)a+ 6 .n+.& men)e(e*ai&an e%ma*a(a#an )an +e%'ai an+a%en)e(ena%a )an +ia& aa+ i*e(e*ai&an enan me&ani*me )an aa an 3" me(a&.&an eman+a.an an e
16

Men+e%i *ebaaimana ima&*. aa a)a+ :6 $a'ib! a" men.m.m&an &ebi'a&an na*i/na( +en+an e(a)anan .b(i&, #a*i( eman+a.an an e

- 2 Pa*a( 7 6 O%ani*a*i

en)e(ena%a

be%&e$a'iban

men)e(ena%a&an e(a)anan .b(i& *e*.ai enan +.'.an emben+.&an" 26

Pen)e(ena%aan e(a)anan .b(i& *ebaaimana ima&*.

aa

a)a+

6,

*e&.%an-&.%ann)a

me(i.+i! a" b" 3" " e" 4" :6

e(a&*anaan e(a)anan ene(/(aan ena.an ma*)a%a&a+ ene(/(aan in4/%ma*i ena$a*an in+e%na( en).(.#an &eaa ma*)a%a&a+ an e(a)anan &/n*.(+a*i"

Pen)e(ena%a an *e(.%.# baian /%ani*a*i en)e(ena%a be%+an.n 'a$ab a+a* &e+ia&mam.an,

e(ana%an,

an

&eaa(an

en)e(ena%aan e(a)anan"

Pa*a( 9 6

Da(am

%an&a

meme%m.a#


be%baai ben+.& e(a)anan .b(i&, aa+ i(a&.&an en)e(ena%aan *i*+em e(a)anan +e%a." 26

Pena+.%an menenai *i*+em e(a)anan +e%a. *ebaaimana ima&*. aa a)a+ 6 ia+.% (ebi# (an'.+ a(am e%a+.%an eme%in+a#"

Baian Ke+ia E

- : Pa*a( 0 6 Pen)e(ena%a

be%&e$a'iban

me(a&*ana&an

e
Be%a*a%&an #a*i( e
:6

Ea+a. en)em.%naan /%ani*a*i *e*.ai enan a*a* e(a)anan .b(i& an e%a+.%an e%.nan-.nanan"

Pa*a( 

6 Pen)e(ena%a en)e(e&*ian

be%&e$a'iban an

%/m/*i

me(a&.&an

e(a&*ana

*e3a%a

+%an*a%an, +ia& i*&%imina+i4, an ai( *e*.ai enan e%a+.%an e%.nan-.nanan" 26

Pen)e(ena%a $a'ib membe%i&an en#a%aan &eaa e(a&*ana )an memi(i&i %e*+a*i &e%'a"

:6

Pen)e(ena%a $a'ib membe%i&an #.&.man &eaa e(a&*ana )an me(a&.&an e(ana%an &e+en+.an in+e%na( en)e(ena%a"

16

Ke+en+.an

(ebi#

(an'.+

menenai

me&ani*me

embe%ian en#a%aan an #.&.man i+en+.&an /(e# en)e(ena%a" Baian Keema+ H.b.nan An+a%en)e(ena%a


- 1 Pa*a( 2 6 Da(am %an&a menin&a+&an e4i*ien*i an e4e&+ia+a. en.&.n e(a)anan" :6 Da(am #a( en)e(ena%a )an memi(i&i (in&. &e$enanan an +.a* e(a)anan .b(i& +ia& aa+ i(a&.&an *eni%i &a%ena &e+e%ba+a*an *.mbe% a)a an>a+a. a(am &eaaan a%.%a+, en)e(ena%a aa+ memin+a ban+.an &eaa en)e(ena%a (ain )an mem.n)ai &aa*i+a* memaai" 16 Da(am &eaaan a%.%a+, e%min+aan en)e(ena%a (ain $a'ib ien.#i /(e# en)e(ena%a embe%i ban+.an *e*.ai enan +.a* an 4.n*i /%ani*a*i en)e(ena%a )an be%*an&.+an be%a*a%&an e%a+.%an e%.nan-.nanan"

Baian Ke(ima Ke%'a Sama Pen)e(ena%a enan Pi#a& Lain Pa*a( : 6

Pen)e(ena%a aa+ me(a&.&an &e%'a *ama a(am ben+.& en)e%a#an *ebaian +.a* en)e(ena%aan e(a)anan .b(i& &eaa i#a& (ain enan &e+en+.an! a" e%'an'ian &e%'a *ama en)e(ena%aan e(a)anan .b(i& i+.an&an *e*.ai enan e%a+.%an e%.nan-.nanan an a(am e(a&*anaann)a ia*a%&an aa *+ana% e(a)anan b" en)e(ena%a be%&e$a'iban menin4/%ma*i&an e%'an'ian &e%'a *ama &eaa ma*)a%a&a+


- 5 3" +an.n 'a$ab e(a&*anaan &e%'a *ama be%aa aa ene%ima &e%'a *ama, *ean&an +an.n 'a$ab


*e3a%a

men)e(.%.#

be%aa aa en)e(ena%a " in4/%ma*i ien+i+a* 'a$ab

+en+an

ien+i+a* i#a&

en)e(ena%a

&eia+an

en)e(ena%a

#a%.*

*ebaai

(ain

an

enan.n

i3an+.m&an

/(e#

aa +ema+ )an 'e(a*

an

m.a# i&e+a#.i ma*)a%a&a+ an e" en)e(ena%a an i#a& (ain $a'ib men3an+.m&an a(ama+ +ema+ mena. an *a%ana .n+.& menam.n &e(.#an ma*)a%a&a+ )an m.a# ia&*e*, an+a%a (ain +e(e/n, e*an (a)anan *in&a+ short message service *m*66, (aman "e#site 6, /*-e( e$mail 6, an &/+a& ena.an" 26

Pi#a& (ain *ebaaimana ima&*. aa a)a+ 6 $a'ib be%baan #.&.m In/ne*ia *e*.ai enan e%a+.%an e%.nan-.nanan"

:6

Ke%'a *ama *ebaaimana ima&*. aa a)a+ 6 an

a)a+

26

+ia&

menamba#

beban

bai

ma*)a%a&a+" 16

Se(ain &e%'a *ama *ebaaimana ima&*. aa a)a+ 6, en)e(ena%a aa+ me(a&.&an &e%'a *ama

+e%+en+.

enan

i#a&

(ain

.n+.&

men)e(ena%a&an e(a)anan .b(i&" 56

Ke%'a *ama *ebaaimana ima&*. aa a)a+ 16 +ia& b/(e# (ebi# a%i 1 ema+ be(a*6 #a%i an +ia& b/(e# i(a&.&an en.(anan"

BAB I@ HAK, KE=A?IBAN, DAN LARANGAN


- ; Baian Ke*a+. Ha& an Ke$a'iban bai Pen)e(ena%a Pa*a( 1 Pen)e(ena%a memi(i&i #a&! a" membe%i&an e(a)anan +ana i#amba+ i#a& (ain )an b.&an +.a*n)a b" me(a&.&an &e%'a *ama 3" mem.n)ai ana%an embia)aan en)e(ena%aan e(a)ananan .b(i& " me(a&.&an embe(aan +e%#aa ena.an an +.n+.+an )an +ia& *e*.ai enan &en)a+aan a(am en)e(ena%aan e(a)anan .b(i& an e" men/(a& e%min+aan e(a)anan )an be%+en+anan enan e%a+.%an e%.nan-.nanan"

Pa*a( 5 Pen)e(ena%a be%&e$a'iban! a" men).*.n an mene+a&an *+ana% e(a)anan b" men).*.n, mene+a&an, an mem.b(i&a*i&an ma&(.ma+ e(a)anan 3" menema+&an e(a&*ana )an &/me+en " men)eia&an *a%ana, %a*a%ana, an>a+a. 4a*i(i+a* e(a)anan .b(i& )an men.&.n +e%3i+an)a i&(im e(a)anan )an memaai e" membe%i&an e(a)anan )an be%&.a(i+a* *e*.ai enan a*a* en)e(ena%aan e(a)anan .b(i& 4" me(a&*ana&an e(a)anan *e*.ai enan *+ana% e(a)anan " be%a%+i*ia*i a&+i4 an mema+.#i e%a+.%an e%.nan-.nanan )an +e%&ai+ enan en)e(ena%aan e(a)anan .b(i& #" membe%i&an e%+an.n'a$aban +e%#aa e(a)anan )an i*e(ena%a&an


- 8 i"

memban+. ma*)a%a&a+ a(am mema#ami #a& an +an.n 'a$abn)a '" be%+an.n 'a$ab a(am ene(/(aan /%ani*a*i en)e(ena%a e(a)anan .b(i& &" membe%i&an e%+an.n'a$aban *e*.ai enan #.&.m )an be%(a&. aabi(a men.n.%&an i%i a+a. me(ea*&an +an.n 'a$ab a+a* /*i*i a+a. 'aba+an an (" memen.#i ani(an a+a. me$a&i(i /%ani*a*i .n+.& #ai% a+a. me(a&*ana&an e%in+a# *.a+. +ina&an #.&.m a+a* e%min+aan e'aba+ )an be%$enan

a%i (embaa

nea%a a+a. in*+an*i

eme%in+a# )an be%#a&, be%$enan, an *a# *e*.ai enan e%a+.%an e%.nan-.nanan"

Baian Ke.a Ke$a'iban an La%anan bai Pe(a&*ana Pa*a( ; Pe(a&*ana be%&e$a'iban! a"

me(a&.&an &eia+an e(a)anan *e*.ai enan en.a*an )an ibe%i&an /(e# en)e(ena%a

b"

membe%i&an

e%+an.n'a$aban

a+a*

e(a&*anaan e(a)anan *e*.ai enan e%a+.%an e%.nan-.nanan 3"

memen.#i

ani(an

.n+.&

#ai%

a+a.

me(a&*ana&an e%in+a# *.a+. +ina&an #.&.m a+a* e%min+aan e'aba+ )an be%$enan a%i (embaa nea%a a+a. in*+an*i eme%in+a# )an be%#a&, be%$enan, an *a# e%a+.%an e%.nan-.nanan

"

membe%i&an

*e*.ai

e%+an.n'a$aban

enan

aabi(a

men.n.%&an i%i a+a. me(ea*&an +an.n


- 7 'a$ab *e*.ai enan e%a+.%an e%.nan.nanan an e"

me(a&.&an

e
an

memb.a+

(a/%an

&e.anan an &ine%'a &eaa en)e(ena%a *e3a%a be%&a(a"

Pa*a( 8 Pe(a&*ana i(a%an! a"

me%an&a *ebaai &/mi*a%i* a+a. en.%.* /%ani*a*i .*a#a bai e(a&*ana )an be%a*a( a%i (in&.nan in*+an*i eme%in+a#, baan .*a#a mi(i& nea%a, an baan .*a#a mi(i& ae%a#

b"

3"

menina(&an +.a* an &e$a'iban, &e3.a(i mem.n)ai a(a*an )an 'e(a*, %a*i/na(, an *a# *e*.ai enan e%a+.%an e%.nan-.nanan menamba# e(a&*ana +ana

"

e%*e+.'.an en)e(ena%a memb.a+ *ama enan i#a& en)e(ena%a an

e"

(ain

e%'an'ian

+ana

&e%'a

e%*e+.'.an

me(ana% en)e(ena%aan e(a)anan .b(i&"

Baian Ke+ia Ha& an Ke$a'iban bai Ma*)a%a&a+ Pa*a( 7 Ma*)a%a&a+ be%#a&! a"

mene+a#.i &ebena%an i*i *+ana% e(a)anan

b"

mena$a*i e(a&*anaan *+ana% e(a)anan

a*a*


- 9 3" "

menaa+ +anaan +e%#aa ena.an )an ia'.&an menaa+ aa+a. emen.#an e(a)anan

e"

membe%i+a#.&an &eaa iminan en)e(ena%a .n+.& meme%bai&i e(a)anan aabi(a e(a)anan )an

ibe%i&an

+ia&

*e*.ai

enan

*+ana%

e(a&*ana

.n+.&

e(a)anan 4"

membe%i+a#.&an

&eaa

meme%bai&i e(a)anan aabi(a e(a)anan )an ibe%i&an +ia& *e*.ai enan *+ana% e(a)anan "

mena.&an

e(a&*ana

)an

me(a&.&an

en)imanan *+ana% e(a)anan an>a+a. +ia& meme%bai&i e(a)anan &eaa en)e(ena%a an /mb.*man #"

mena.&an en)e(ena%a )an me(a&.&an en)imanan *+ana% e(a)anan an>a+a. +ia& meme%bai&i e(a)anan &eaa embina en)e(ena%a an /mb.*man an

i"

menaa+ e(a)anan )an be%&.a(i+a* *e*.ai enan a*a* an +.'.an e(a)anan"

Pa*a( 9

Ma*)a%a&a+ be%&e$a'iban! a"

mema+.#i an memen.#i &e+en+.an *ebaaimana ie%*)a%a+&an a(am *+ana% e(a)anan

b"

i&.+ men'aa +e%e(i#a%an)a *a%ana, %a*a%ana, an>a+a. 4a*i(i+a* e(a)anan .b(i& an

3"

be%a%+i*ia*i a&+i4 an mema+.#i e%a+.%an )an +e%&ai+ enan en)e(ena%aan e(a)anan .b(i&"


- 20 BAB @ PENYELENGGARAAN PELAYANAN PUBLIK Baian Ke*a+. S+ana% Pe(a)anan Pa*a( 20 an 6 Pen)e(ena%a be%&e$a'iban men).*.n mene+a&an *+ana% e(a)anan enan meme%#a+i&an &emam.an en)e(ena%a,

&eb.+.#an ma*)a%a&a+, an &/ni*i (in&.nan" 26

Da(am

men).*.n

an

mene+a&an

*+ana%

e(a)anan *ebaaimana ima&*. aa a)a+ 6, en)e(ena%a $a'ib meni&.+*e%+a&an ma*)a%a&a+ an i#a& +e%&ai+" :6

Pen)e(ena%a be%&e$a'iban mene%a&an *+ana% e(a)anan *ebaaimana ima&*. aa a)a+ 6"

16

Peni&.+*e%+aan ma*)a%a&a+ an i#a& +e%&ai+ *ebaaimana ima&*. aa a)a+ 26 i(a&.&an enan %in*i +ia& i*&%imina+i4, +e%&ai+ (an*.n enan 'eni* e(a)anan, memi(i&i &/me+en*i an men.+ama&an m.*)a$a%a#, *e%+a meme%#a+i&an &ebe%aaman"

56

Pen).*.nan

*+ana%

e(a)anan

*ebaaimana

ima&*. aa a)a+ 6 an a)a+ 26 i(a&.&an enan e/man +e%+en+. )an ia+.% (ebi# (an'.+ a(am e%a+.%an eme%in+a#"

Pa*a( 2 K/m/nen *+ana% e(a)anan *e&.%an-&.%ann)a me(i.+i! a"

a*a% #.&.m

b"

e%*)a%a+an


- 2 3"

*i*+em, me&ani*me, an %/*e.%

"

'an&a $a&+. en)e(e*aian

e"

bia)a>+a%i4

4"

%/.& e(a)anan

"

*a%ana, %a*a%ana, an>a+a. 4a*i(i+a*

#"

&/me+en*i e(a&*ana

i"

ena$a*an in+e%na(

'"

enananan ena.an, *a%an, an ma*.&an

&"

'.m(a# e(a&*ana

("

'aminan e(a)anan )an membe%i&an &ea*+ian e(a)anan i(a&*ana&an *e*.ai enan *+ana% e(a)anan

m" 'aminan &eamanan an &e*e(ama+an e(a)anan a(am ben+.& &/mi+men .n+.& membe%i&an %a*a aman, beba* a%i ba#a)a, an %i*i&/ &e%a.%a.an an n"

e
Baian Ke.a Ma&(.ma+ Pe(a)anan Pa*a( 22 6 Pen)e(ena%a

be%&e$a'iban

men).*.n

an

mene+a&an ma&(.ma+ e(a)anan )an me%.a&an e%n)a+aan &e*an.an en)e(ena%a a(am me(a&*ana&an e(a)anan *e*.ai enan *+ana% e(a)anan *ebaaimana ima&*. a(am Pa*a( 2" 26

Ma&(.ma+ e(a)anan *ebaaimana ima&*. aa a)a+ 6 $a'ib i.b(i&a*i&an *e3a%a 'e(a* an (.a*"


- 22 Baian Ke+ia Si*+em In4/%ma*i Pe(a)anan P.b(i& Pa*a( 2: 6

Da(am %an&a membe%i&an .&.nan in4/%ma*i +e%#aa en)e(ena%aan e(a)anan .b(i& e%(. i*e(ena%a&an *i*+em in4/%ma*i

)an be%*i4a+

na*i/na(" 26

Men+e%i mene(/(a *i*+em in4/%ma*i )an be%*i4a+ na*i/na("

:6

Si*+em in4/%ma*i *ebaaimana ima&*. aa a)a+ 26 be%i*i *em.a in4/%ma*i e(a)anan .b(i& )an be%a*a( a%i en)e(ena%a aa *e+ia +in&a+an"

16

Pen)e(ena%a in4/%ma*i

be%&e$a'iban

)an

+e%i%i

mene(/(a

a+a*

*i*+em

*i*+em

in4/%ma*i

e(e&+%/ni& a+a. n/ne(e&+%/ni&, *e&.%an-&.%ann)a me(i.+i!

56

a"

%/4i( en)e(ena%a 

b"

%/4i( e(a&*ana

3"

*+ana% e(a)anan

"

ma&(.ma+ e(a)anan

e"

ene(/(aan ena.an an

4"

eni(aian &ine%'a

Pen)e(ena%a

be%&e$a'iban

men)eia&an

in4/%ma*i *ebaaimana ima&*. aa a)a+ 16 &eaa ma*)a%a&a+ *e3a%a +e%b.&a an m.a# ia&*e*" Pa*a( 21 D/&.men, a&+a, an *e'eni*n)a )an be%.a %/.& e(e&+%/ni& a+a. n/ne(e&+%/ni& a(am en)e(ena%aan e(a)anan

.b(i&

in)a+a&an

*a#

*e*.ai

enan

e%a+.%an e%.nan-.nanan" Baian Keema+ " " "


- 2: Baian Keema+ Pene(/(aan Sa%ana, P%a*a%ana, an>a+a. a*i(i+a* Pe(a)anan P.b(i& Pa*a( 25 6 Pen)e(ena%a an e(a&*ana be%&e$a'iban mene(/(a *a%ana, %a*a%ana, an>a+a. 4a*i(i+a* e(a)anan .b(i& *e3a%a e4e&+i4, e4i*ien, +%an*a%an, a&.n+abe(, an be%&e*inamb.nan *e%+a be%+an.n 'a$ab +e%#aa eme(i#a%aan an>a+a. enan+ian *a%ana, %a*a%ana, an>a+a. 4a*i(i+a* e(a)anan .b(i&" 26

Pe(a&*ana

$a'ib

membe%i&an

(a/%an

&eaa

en)e(ena%a menenai &/ni*i an &eb.+.#an *a%ana, %a*a%ana, an>a+a. 4a*i(i+a* e(a)anan .b(i& *e%+a e(a&*ana *e*.ai enan +.n+.+an &eb.+.#an *+ana% e(a)anan" :6

A+a* (a/%an &/ni*i an &eb.+.#an *ebaaimana ima&*. aa a)a+ 26, en)e(ena%a me(a&.&an ana(i*i* an men).*.n a4+a% &eb.+.#an *a%ana, %a*a%ana, an>a+a. 4a*i(i+a* e(a)anan .b(i& an e(a&*ana"

16

A+a* ana(i*i* an a4+a% &eb.+.#an *ebaaimana ima&*. aa a)a+ :6, en)e(ena%a me(a&.&an enaaan *e*.ai enan e%a+.%an e%.nan.nanan

enan

meme%+imban&an

%in*i

e4e&+i
i(a%an i#a&

membe%i&an (ain

iin

men.na&an

an>a+a. *a%ana,

%a*a%ana, an>a+a. 4a*i(i+a* e(a)anan .b(i& )an mena&iba+&an *a%ana, %a*a%ana, an>a+a. 4a*i(i+a* e(a)anan .b(i& +ia& be%4.n*i a+a. +ia& *e*.ai enan e%.n+.&ann)a"


- 21 Pa*a( 28

6

Sa#am en)e(ena%a )an be%ben+.& baan .*a#a mi(i& nea%a an baan .*a#a mi(i& ae%a# )an be%&ai+an enan e(a)anan .b(i& i(a%an iina#+anan&an a(am &eaaan aa .n, bai& (an*.n ma..n +ia& (an*.n me(a(.i en'.a(an, en'aminan a+a. #a(-#a( )an mena&iba+&an be%a(i#n)a &e&.a*aan men'a(an&an &/%/%a*i a+a. #i(ann)a #a&-#a& )an men'ai mi(i& &/%/%a*i *ebaaimana ia+.% a(am e%a+.%an e%.nan-.nanan"

26

Pe%b.a+an *ebaaimana ima&*. aa a)a+ 6 in)a+a&an ba+a( emi #.&.m" Pa*a( 27

6 Pen)e(ena%a )an be%ma&*. me(a&.&an e%bai&an *a%ana, %a*a%ana, an>a+a. 4a*i(i+a* e(a)anan .b(i& $a'ib men.m.m&an an men3an+.m&an ba+a* $a&+. en)e(e*aian e&e%'aan *e3a%a 'e(a* an +e%b.&a" 26

Pe%bai&an *a%ana, %a*a%ana, an>a+a. 4a*i(i+a* e(a)anan .b(i& *ebaaimana ima&*. aa a)a+ 6 i(a%an mena&iba+&an +e%#en+in)a &eia+an e(a)anan .b(i&"

:6

Pen.m.man /(e# en)e(ena%a #a%.* i(a&.&an *e(amba+-(amba+n)a :0 +ia .(.#6 #a%i &a(ene% *ebe(.m e(a&*anaan e&e%'aan im.(ai enan mema*an +ana )an mem.a+ nama &eia+an, nama an a(ama+ enan.n 'a$ab, $a&+. &eia+an, a(ama+ ena.an be%.a n/m/% +e(e/n, n/m/% +.'.an e*an (a)anan *in&a+ short message service *m*66, (aman "e#site 6 , /*-e( email 6, an &/+a& ena.an"


- 25 16 Pen)e(ena%a

an

e(a&*ana

)an

+ia&

me(a&.&an &e$a'iban *ebaaimana ima&*. aa a)a+ 6 in)a+a&an +e(a# me(a&.&an &e(a(aian"

Baian Ke(ima Pe(a)anan K#.*.* Pa*a( 29

6 Pen)e(ena%a e(a)anan

be%&e$a'iban

enan

an/+a

membe%i&an

e%(a&.an

&#.*.*

&eaa

+e%+en+.

*e*.ai

enan

ma*)a%a&a+

e%a+.%an e%.nan-.nanan" 26

Sa%ana, %a*a%ana, an>a+a. 4a*i(i+a* e(a)anan .b(i& enan e%(a&.an

&#.*.* *ebaaimana

ima&*. aa a)a+ 6 i(a%an i.na&an /(e# /%an )an +ia& be%#a&"

Pa*a( :0 6

Pen)e(ena%a be%'en'an

aa+

*e3a%a

men)eia&an

+%an*a%an,

e(a)anan

a&.n+abe(,

an

*e*.ai enan *+ana% e(a)anan *e%+a e%a+.%an e%.nan-.nanan" 26

Pe(a)anan be%'en'an *ebaaimana ima&*. aa a)a+ 6, #a%.* mema+.#i &e+en+.an +en+an %//%*i a&*e* an e(a)anan &eaa &e(/m/& ma*)a%a&a+ be%a*a%&an a*a* e%*amaan e%(a&.an,

&e+e%b.&aan,

*e%+a

&e+e%'an&a.an

ma*)a%a&a+" :6

Ke+en+.an menenai %//%*i a&*e* an &a+e/%i &e(/m/& ma*)a%a&a+ *ebaaimana ima&*. aa a)a+

26

ia+.%

eme%in+a#"

(ebi#

(an'.+

a(am

e%a+.%an


- 2; Baian Keenam Bia)a>Ta%i4 Pe(a)anan P.b(i& Pa*a( :

6

Bia)a>+a%i4

e(a)anan

me%.a&an

+an.n e(a)anan

.b(i&

aa

a*a%n)a

'a$ab

nea%a

an>a+a.

.b(i&

)an

ma*)a%a&a+" 26

Bia)a>+a%i4

me%.a&an

+an.n 'a$ab nea%a *ebaaimana ima&*. aa a)a+ 6 ibeban&an &eaa nea%a aabi(a i$a'ib&an a(am e%a+.%an e%.nan-.nanan" :6

Bia)a>+a%i4

e(a)anan

.b(i&

*e(ain

)an

i$a'ib&an /(e# e%a+.%an e%.nan-.nanan *ebaaimana ima&*. aa a)a+ 26 ibeban&an &eaa ene%ima e(a)anan .b(i&" 16

Penen+.an

bia)a>+a%i4

e(a)anan

.b(i&

*ebaaimana ima&*. aa a)a+ 26 an a)a+ :6 i+e+a&an enan e%*e+.'.an De$an Pe%$a&i(an Ra&)a+, De$an Pe%$a&i(an Ra&)a+ Dae%a# P%/K/+a an be%a*a%&an e%a+.%an e%.nan-.nanan"

Pa*a( :2 6 Pen)e(ena%a ana%an

be%#a&

*e*.ai

menaa+&an

enan

+in&a+

a(/&a*i

&eb.+.#an

e(a)anan" 26

Se(ain a(/&a*i ana%an *ebaaimana ima&*. aa a)a+ 6, en)e(ena%a aa+ meme%/(e# ana%an a%i enaa+an #a*i( e(a)anan .b(i&"


- 28 Pa*a( :: 6

Da(am #a( en)e(ena%aan e(a)anan .b(i& i(a&.&an /(e# in*+i+.*i en)e(ena%a nea%a an (embaa ineenen )an iben+.& be%a*a%&an .nan-.nan, nea%a $a'ib mena(/&a*i&an ana%an )an memaai me(a(.i ana%an enaa+an an be(an'a nea%a a+a. ana%an enaa+an an be(an'a ae%a#"

26

K/%/%a*i

an>a+a.

baan

#.&.m

)an

men)e(ena%a&an e(a)anan .b(i& $a'ib mena(/&a*i&an ana%an )an memaai *e3a%a %//%*i/na( .n+.& enin&a+an &.a(i+a* e(a)anan .b(i&" :6

Pen)e(ena%a i(a%an membia)ai &eia+an (ain enan

men.na&an

a(/&a*i

ana%an

)an

ie%.n+.&&an e(a)anan .b(i&" Baian Ke+.'.# Pe%i(a&. Pe(a&*ana a(am Pe(a)anan Pa*a( :1 Pe(a&*ana a(am men)e(ena%a&an e(a)anan .b(i& #a%.* be%e%i(a&. *ebaai be%i&.+! a"

ai( an +ia& i*&%imina+i4

b"

3e%ma+

3"

*an+.n an %ama#

"

+ea*, ana(, an +ia& membe%i&an .+.*an )an be%(a%.+-(a%.+

e"

%/4e*i/na(

4"

+ia& meme%*.(i+

" #"

a+.# aa e%in+a# a+a*an )an *a# an $a'a% men'.n'.n +ini ni(ai-ni(ai a&.n+abi(i+a* an in+e%i+a* in*+i+.*i en)e(ena%a

i" +ia& " " "


- 27 i"

+ia& memb/3/%&an in4/%ma*i a+a. /&.men )an $a'ib

i%a#a*ia&an

*e*.ai

enan

e%a+.%an

e%.nan-.nanan '"

+e%b.&a an menambi( (an&a# )an +ea+ .n+.& men#ina%i ben+.%an &een+inan

&"

+ia& men)a(a#.na&an *a%ana an %a*a%ana *e%+a 4a*i(i+a* e(a)anan .b(i&

("

+ia&

membe%i&an

men)e*a+&an in4/%ma*i

in4/%ma*i

a(am

*e%+a

)an

menanai

%/a&+i4

*a(a#

a+a.

e%min+aan

a(am

memen.#i

m" +ia& men)a(a#.na&an in4/%ma*i, an>a+a. &e$enanan )an imi(i&i

'aba+an,

&een+inan ma*)a%a&a+

n"

*e*.ai enan &ean+a*an an

/"

+ia& men)iman a%i %/*e.%"

Baian Kee(aan Pena$a*an Pen)e(ena%aan Pe(a)anan P.b(i& Pa*a( :5 6

26

:6

Pena$a*an en)e(ena%aan e(a)anan .b(i& i(a&.&an /(e# ena$a* in+e%na( an ena$a* e&*+e%na(" Pena$a*an in+e%na( en)e(ena%aan e(a)anan .b(i& i(a&.&an me(a(.i! a" ena$a*an /(e# a+a*an (an*.n *e*.ai enan e%a+.%an e%.nan-.nanan an b" ena$a*an /(e# ena$a* 4.n*i/na( *e*.ai enan e%a+.%an e%.nan-.nanan Pena$a*an e&*+e%na( en)e(ena%aan e(a)anan .b(i& i(a&.&an me(a(.i! a" ena$a*an /(e# ma*)a%a&a+ be%.a (a/%an a+a. ena.an ma*)a%a&a+ a(am en)e(ena%aan e(a)anan .b(i&


- 29 b"

ena$a*an /(e# /mb.*man *e*.ai enan e%a+.%an e%.nan-.nanan an

3"

ena$a*an /(e# De$an Pe%$a&i(an Ra&)a+, De$an Pe%$a&i(an Ra&)a+ Dae%a# P%/K/+a"

Baian Ke*embi(an Pene(/(aan Pena.an Pa*a( :; 6

Pen)e(ena%a be%&e$a'iban men)eia&an *a%ana ena.an

an

men.a*&an

e(a&*ana

)an

&/me+en a(am ene(/(aan ena.an" 26

Pen)e(ena%a be%&e$a'iban mene(/(a ena.an )an be%a*a( a%i ene%ima e(a)anan, %e&/mena*i /mb.*man, De$an Pe%$a&i(an Ra&)a+, De$an Pe%$a&i(an Ra&)a+ Dae%a# P%/K/+a a(am ba+a* $a&+. +e%+en+."

:6

Pen)e(ena%a be%&e$a'iban menina&(an'.+i #a*i( ene(/(aan

ena.an

*ebaaimana

ima&*.

aa a)a+ 26" 16

Pen)e(ena%a be%&e$a'iban men.m.m&an nama an

a(ama+

ena.an

enan.n *e%+a

*a%ana

'a$ab

ene(/(a

ena.an

)an

i*eia&an" Pa*a( :8 6

Pen)e(ena%a be%&e$a'iban men).*.n me&ani*me ene(/(aan ena.an a%i ene%ima e(a)anan enan meneean&an a*a* en)e(e*aian )an 3ea+ an +.n+a*" 26 Ma+e%i " " "


- :0 26

Ma+e%i an me&ani*me ene(/(aan ena.an *ebaaimana ima&*. aa a)a+ 6 ia+.% (ebi# (an'.+ /(e# en)e(ena%a"

:6

Ma+e%i

ene(/(aan

ima&*.

aa

ena.an

a)a+

26

*ebaaimana

*e&.%an-&.%ann)a

me(i.+i! a"

ien+i+a* ena.

b"

%/*e.% ene(/(aan ena.an

3"

enen+.an e(a&*ana )an mene(/(a ena.an

"

%i/%i+a* en)e(e*aian ena.an

e"

e(a/%an %/*e* an #a*i( ene(/(aan ena.an &eaa a+a*an e(a&*ana

4"

%e&/mena*i ene(/(aan ena.an

"

en)amaian #a*i( ene(/(aan ena.an &eaa i#a& +e%&ai+

#"

eman+a.an an e
i"

/&.men+a*i an *+a+i*+i& ene(/(aan ena.an an

'"

en3an+.man nama an a(ama+ enan.n 'a$ab *e%+a *a%ana ena.an )an m.a# ia&*e*" Baian Ke*e.(.# Peni(aian Kine%'a Pa*a( :7

6

Pen)e(ena%a be%&e$a'iban me(a&.&an eni(aian &ine%'a en)e(ena%aan e(a)anan .b(i& *e3a%a be%&a(a"

26

Peni(aian &ine%'a *ebaaimana ima&*. aa a)a+ 6 i(a&.&an enan men.na&an ini&a+/% &ine%'a be%a*a%&an *+ana% e(a)anan"


- : BAB @I PERAN SERTA MASYARAKAT Pa*a( :9 6

Pe%an *e%+a ma*)a%a&a+ a(am en)e(ena%aan e(a)anan

.b(i&

im.(ai

*e'a&

en).*.nan

*+ana% e(a)anan *amai enan e
Pe%an *e%+a ma*)a%a&a+ *ebaaimana ima&*. aa a)a+ 6 i$.'.&an a(am ben+.& &e%'a *ama, emen.#an #a& an &e$a'iban ma*)a%a&a+, *e%+a e%an a&+i4 a(am en).*.nan &ebi'a&an e(a)anan .b(i&"

:6

Ma*)a%a&a+ aa+ memben+.& (embaa ena$a*an e(a)anan .b(i&"

16

Ta+a

3a%a

eni&.+*e%+aan

ma*)a%a&a+

a(am

en)e(ena%aan e(a)anan .b(i& ia+.% (ebi# (an'.+ a(am e%a+.%an eme%in+a#"

BAB @II PENYELESAIAN PENGADUAN Baian Ke*a+. Pena.an Pa*a( 10 6

Ma*)a%a&a+ be%#a& mena.&an en)e(ena%aan e(a)anan .b(i& &eaa en)e(ena%a, /mb.*man, an>a+a. De$an Pe%$a&i(an Ra&)a+, De$an Pe%$a&i(an Ra&)a+ Dae%a# P%/K/+a"

26

Ma*)a%a&a+

)an

me(a&.&an

ena.an

*ebaaimana ima&*. aa a)a+ 6 i'amin #a&#a&n)a /(e# e%a+.%an e%.nan-.nanan"


- :2 :6

Pena.an *ebaaimana ima&*. aa a)a+ 6 i(a&.&an +e%#aa! a"

en)e(ena%a )an +ia& me(a&*ana&an &e$a'iban an>a+a. me(ana% (a%anan an

b"

e(a&*ana )an membe%i e(a)anan )an +ia& *e*.ai enan *+ana% e(a)anan"

Pa*a( 1 6

A+a*an

*a+.an

men'a+.#&an

&e%'a *an&*i

en)e(ena%a &eaa

be%$enan

*a+.an

&e%'a

en)e(ena%a )an +ia& memen.#i &e$a'iban an>a+a. me(ana% (a%anan *ebaaimana ima&*. a(am Pa*a( 10 a)a+ :6 #.%.4 a" 26

A+a*an e(a&*ana men'a+.#&an *an&*i &eaa e(a&*ana )an me(a&.&an e(ana%an *ebaaimana ima&*. a(am Pa*a( 10 a)a+ :6 #.%.4 b"

:6

Pembe%ian *an&*i *ebaaimana ima&*. aa a)a+ 6 an a)a+ 26 i(a&.&an be%a*a%&an a.an ma*)a%a&a+ an>a+a. be%a*a%&an &e$enanan )an imi(i&i a+a*an

*e*.ai enan e%a+.%an

e%.nan-.nanan"

Pa*a( 12 6

Pena.an *ebaaimana ima&*. a(am Pa*a( 10 ia'.&an /(e# *e+ia /%an )an i%.i&an a+a. /(e# i#a& (ain

)an mene%ima &.a*a

.n+.&

me$a&i(in)a" 26

Pena.an *ebaaimana ima&*. aa a)a+ 6 i(a&.&an a(in (amba+ :0 +ia .(.#6 #a%i *e'a& ena. mene%ima e(a)anan"


- :: :6

Pena.an i*amai&an *e3a%a +e%+.(i* mem.a+! a"

nama an a(ama+ (en&a

b"

.%aian e(a)anan )an +ia& *e*.ai enan *+ana%

e(a)anan

an

.%aian

&e%.ian

ma+e%ie( a+a. imma+e%ie( )an ie%i+a 3"

e%min+aan en)e(e*aian )an ia'.&an an

"

+ema+, $a&+. en)amaian, an +ana +anan"

16

Pena. aa+ mema*.&&an +.n+.+an an+i %.i a(am *.%a+ ena.ann)a *ebaaimana ima&*. aa a)a+ :6"

56

Da(am &eaaan +e%+en+., nama an ien+i+a* ena. aa+ i%a#a*ia&an" Pa*a( 1:

6

Pena.an *ebaaimana ima&*. a(am Pa*a( 12 a)a+ :6 aa+ i*e%+ai enan b.&+i-b.&+i *ebaai en.&.n ena.ann)a"

26

Da(am #a( ena. memb.+.#&an /&.men +e%&ai+ enan ena.ann)a a%i en)e(ena%a an>a+a. e(a&*ana .n+.& men.&.n emb.&+ian *ebaaimana ima&*. aa a)a+ 6, en)e(ena%a an>a+a. e(a&*ana $a'ib membe%i&ann)a"

Pa*a( 11 6 Pen)e(ena%a an>a+a. /mb.*man $a'ib membe%i&an +ana +e%ima ena.an" 26

Tana +e%ima ena.an *ebaaimana ima&*. aa a)a+ 6 *e&.%an-&.%ann)a mem.a+! a"

ien+i+a* ena. *e3a%a (en&a

b"

.%aian e(a)anan )an +ia& *e*.ai enan *+ana% e(a)anan


- :1 3" "

+ema+ an $a&+. ene%imaan ena.an an +ana +anan *e%+a nama e'aba+>ea$ai )an mene%ima ena.an"

:6

Pen)e(ena%a an>a+a. /mb.*man $a'ib menanai ena.an ma*)a%a&a+ a(in (amba+ 1 ema+ be(a*6 #a%i *e'a& ena.an i+e%ima )an *e&.%an-&.%ann)a be%i*i in4/%ma*i (en&a a+a. +ia& (en&an)a ma+e%i a.an *ebaaimana ima&*. a(am Pa*a( 12 a)a+ :6"

16

Da(am #a( ma+e%i a.an +ia& (en&a, ena. me(en&ai ma+e%i a.ann)a *e(amba+-(amba+n)a :0 +ia .(.#6 #a%i +e%#i+.n *e'a& mene%ima +anaan a%i en)e(ena%a a+a. /mb.*man *ebaaimana iin4/%ma*i&an /(e# i#a& en)e(ena%a an>a+a. /mb.*man"

56

Da(am #a( be%&a* ena.an +ia& i(en&ai a(am $a&+. *ebaaimana ima&*. aa a)a+ 16, ena. iana men3ab.+ ena.ann)a"

Pa*a( 15 6

Pena.an +e%#aa e(a&*ana i+.'.&an &eaa a+a*an e(a&*ana"

26

Pena.an +e%#aa en)e(ena%a *ebaaimana ima&*. a(am Pa*a( 5 a)a+ :6 #.%.4 a an #.%.4 b, a)a+ 16 #.%.4 a an #.%.4 b, *e%+a a)a+ 86 #.%.4 a

i+.'.&an

&eaa

a+a*an

*a+.an

&e%'a

en)e(ena%a" :6

Pena.an +e%#aa en)e(ena%a )an be%ben+.& &/%/%a*i an (embaa ineenen *ebaaimana ima&*. a(am Pa*a( 5 a)a+ :6 #.%.4 3, a)a+ 16 #.%.4 3, an a)a+ 86 #.%.4 b i+.'.&an &eaa e'aba+ )an be%+an.n 'a$ab aa in*+an*i eme%in+a# )an membe%i&an mi*i a+a. en.a*an"


- :5 Baian Ke.a Pen)e(e*aian Pena.an /(e# Omb.*man

Pa*a( 1;

6

Omb.*man

$a'ib

mene%ima

an

be%$enan

mem%/*e* ena.an a%i ma*)a%a&a+ menenai en)e(ena%aan e(a)anan .b(i& *e*.ai enan .nan-.nan ini" 26

Omb.*man

$a'ib

men)e(e*ai&an

ma*)a%a&a+

aabi(a

en)e(e*aian

ena.an

ena. +ia&

ena.an men#ena&i

i(a&.&an

/(e#

en)e(ena%a" :6

Omb.*man

$a'ib

memben+.&

e%$a&i(an

i

ae%a# )an be%*i4a+ #ie%a%&i* .n+.& men.&.n +.a* an 4.n*i /mb.*man a(am &eia+an e(a)anan .b(i&" 16

Pemben+.&an e%$a&i(an /mb.*man i ae%a# *ebaaimana ima&*. aa a)a+ :6 i(a&.&an a(in (amba+ : +ia6 +a#.n *e'a& .nan-.nan ini i.nan&an"

56

Omb.*man

$a'ib

me(a&.&an

meia*i

an

&/n*i(ia*i a(am men)e(e*ai&an ena.an a+a* e%min+aan a%a i#a&" ;6

Pen)e(e*aian ena.an *ebaaimana ima&*. aa a)a+ 26 aa+ i(a&.&an /(e# e%$a&i(an /mb.*man i ae%a#"

86

Me&ani*me an +a+a 3a%a en)e(e*aian ena.an /(e#

/mb.*man

ia+.%

e%a+.%an /mb.*man"

(ebi#

(an'.+

a(am


- :; Baian Ke+ia Pen)e(e*aian Pena.an /(e# Pen)e(ena%a Pe(a)anan P.b(i& Pa*a( 18 6

Pen)e(ena%a $a'ib meme%i&*a ena.an a%i ma*)a%a&a+

menenai

e(a)anan

.b(i&

)an

i*e(ena%a&ann)a" 26

P%/*e* eme%i&*aan .n+.& membe%i&an +anaan ena.an *ebaaimana ima&*. aa a)a+ 6 i(a&.&an *e*.ai enan e%a+.%an e%.nan.nanan )an be%(a&. bai en)e(ena%a"

Pa*a( 17 6 Da(am

meme%i&*a

en)e(ena%a

$a'ib

ma+e%i be%e/man

ena.an, aa

%in*i

ineenen, n/ni*&%imina*i, +ia& memi#a&, an +ia& mem.n.+ bia)a" 26

Pen)e(ena%a $a'ib mene%ima an me%e*/n* ena.an"

:6

Da(am

#a(

ena.

&ebe%a+an

ie%+em.&an

enan i#a& +e%a. &a%ena a(a*an +e%+en+. )an aa+ menan3am a+a. me%.i&an &een+inan ena., ena% enaa+ aa+ i(a&.&an *e3a%a +e%i*a#" 16

Da(am #a( ena. men.n+.+ an+i %.i, i#a& ena. men.%ai&an &e%.ian )an i+imb.(&an a&iba+ e(a)anan )an +ia& *e*.ai enan *+ana% e(a)anan" Pa*a( 19

6

Da(am me(a&.&an eme%i&*aan ma+e%i a.an, en)e(ena%a $a'ib men'aa &e%a#a*iaan"


- :8 26 Ke$a'iban men'aa &e%a#a*ian *ebaaimana ima&*. aa a)a+ 6 +ia& ..% *e+e(a# iminan en)e(ena%a be%#en+i a+a. ibe%#en+i&an a%i 'aba+ann)a"

Pa*a( 50 6 Pen)e(ena%a

$a'ib

mem.+.*&an

#a*i(

eme%i&*aan ena.an a(in (amba+ ;0 enam .(.#6 #a%i *e'a& be%&a* ena.an in)a+a&an (en&a" 26

Ke.+.*an *ebaaimana ima&*. aa a)a+ 6 $a'ib i*amai&an &eaa i#a& ena. a(in (amba+ 1 ema+ be(a*6 #a%i *e'a& i.+.*&an"

:6

Da(am

#a(

ena.

men.n+.+

an+i

%.i,

&e.+.*an *ebaaimana ima&*. aa a)a+ 6 mem.a+

'.m(a#

an+i

%.i

an

ba+a*

$a&+.

emba)a%ann)a" 16

Pen)e(ena%a $a'ib men)eia&an ana%an .na memba)a% an+i %.i"

56

Da(am #a( en)e(e*aian an+i %.i, /mb.*man aa+ me(a&.&an meia*i, &/n*i(ia*i, an a'.i&a*i &#.*.*"

;6

A'.i&a*i &#.*.* *ebaaimana ima&*. aa a)a+ 56 i(a&*ana&an a(in (amba+ 5 (ima6 +a#.n *e'a& .nan-.nan ini i.nan&an"

86

Da(am

me(a&*ana&an

a'.i&a*i

&#.*.*

*ebaaimana ima&*. aa a)a+ 56, me&ani*me an +a+a 3a%an)a ia+.% (ebi# (an'.+ /(e# e%a+.%an /mb.*man" 76

Me&ani*me an &e+en+.an emba)a%an an+i %.i *ebaaimana ima&*. aa a)a+ :6 an a)a+ 56 ia+.% (ebi# (an'.+ a(am e%a+.%an %e*ien"


- :7 96

Pen)e(ena%a be%&e$a'iban membe%i&an +emb.*an &e.+.*an &eaa ena. menenai en)e(e*aian e%&a%a )an ia.&an" Baian Keema+ Pe(ana%an H.&.m a(am Pen)e(ena%aan Pe(a)anan P.b(i& Pa*a( 5

Ma*)a%a&a+

aa+

men.a+

en)e(ena%a

a+a.

e(a&*ana me(a(.i e%ai(an +a+a .*a#a nea%a aabi(a e(a)anan )an ibe%i&an menimb.(&an &e%.ian i bian +a+a .*a#a nea%a" Pa*a( 52 6

Da(am #a( en)e(ena%a me(a&.&an e%b.a+an me(a$an #.&.m a(am en)e(ena%aan e(a)anan .b(i& *ebaaimana ia+.% a(am .nan-.nan ini,

ma*)a%a&a+

aa+

mena'.&an

.a+an

+e%#aa en)e(ena%a &e enai(an" 26

Pena'.an

.a+an

*ebaaimana men#a.*

+e%#aa

ima&*. &e$a'iban

aa

en)e(ena%a a)a+

6

en)e(ena%a

+ia& .n+.&

me(a&*ana&an &e.+.*an /mb.*man an>a+a. en)e(ena%a" :6

Pena'.an .a+an *ebaaimana ima&*. aa a)a+

6

i(a&.&an

*e*.ai

enan

e%a+.%an

e%.nan-.nanan" Pa*a( 5: 6

Da(am #a( en)e(ena%a i.a me(a&.&an +ina& iana a(am en)e(ena%aan e(a)anan .b(i& *ebaaimana ia+.% a(am .nan-.nan ini,


- :9 -

26

ma*)a%a&a+ aa+ me(a/%&an en)e(ena%a &eaa i#a& be%$enan" La/%an *ebaaimana ima&*. aa a)a+ 6 +ia& men#a.*

&e$a'iban

en)e(ena%a

.n+.&

me(a&*ana&an &e.+.*an /mb.*man an>a+a. en)e(ena%a"

BAB @III KETENTUAN SANKSI Pa*a( 51 6

Pen)e(ena%a a+a.

e(a&*ana )an

me(ana%

&e+en+.an *ebaaimana ima&*. a(am Pa*a(  a)a+ 26 an a)a+ :6, Pa*a( 5 #.%.4 , anPa*a( 8 #.%.4 e i&enai *an&*i +e.%an +e%+.(i*" 26


e(a&*ana )an

me(ana%

&e+en+.an *ebaaimana ima&*. a(am Pa*a( 0 a)a+ 6 an a)a+ 26, Pa*a( : a)a+ 6 #.%.4 b an #.%.4 e, Pa*a( 5 #.%.4 e an #.%.4 4, Pa*a( ; #.%.4 a, Pa*a( 8 #.%.4 b an #.%.4 3, Pa*a( 25 a)a+ 26, Pa*a( 29 a)a+ 26, Pa*a( 11 a)a+ 6, Pa*a( 18 a)a+ 6, Pa*a( 17 a)a+ 6, an Pa*a( 50 a)a+ 96 i&enai *an&*i +e.%an +e%+.(i*, an aabi(a a(am $a&+. : +ia6 b.(an +ia& me(a&*ana&an &e+en+.an ima&*. i&enai *an&*i embeba*an a%i 'aba+an" :6


e(a&*ana )an

me(ana%

&e+en+.an *ebaaimana ima&*. a(am Pa*a( :: a)a+ 26 i&enai *an&*i +e.%an +e%+.(i*, an aabi(a a(am $a&+.  *a+.6 +a#.n +ia& me(a&*ana&an &e+en+.an ima&*. i&enai *an&*i embeba*an a%i 'aba+an"


- 10 16

Pen)e(ena%a a+a. e(a&*ana )an me(ana% &e+en+.an *ebaaimana ima&*. Pa*a( :; a)a+ 6 an a)a+ 16 i&enai *an&*i +e.%an +e%+.(i*, an aabi(a a(am $a&+. : +ia6 b.(an a+a. a(am ma*a e(a&*anaan e&e%'aan +ia& me(a&*ana&an &e+en+.an ima&*. i&enai *an&*i embeba*an a%i 'aba+an"

56

Pen)e(ena%a a+a. e(a&*ana )an me(ana% &e+en+.an *ebaaimana ima&*. a(am Pa*a( 5 #.%.4 3, #.%.4 , #.%.4 #, an #.%.4 i, Pa*a( 2: a)a+ 16 an a)a+ 56, Pa*a( 25 a)a+ 6, Pa*a( 27 a)a+ 6 an a)a+ 26, Pa*a( 29 a)a+ 6, Pa*a( :; a)a+ 26, Pa*a( :8 a)a+ 6, Pa*a( 1: a)a+ 26, Pa*a( 11 a)a+ :6, an Pa*a( 50 a)a+ 26 i&enai *an&*i en.%.nan a'i *ebe*a% *a+. &a(i &enai&an a'i be%&a(a .n+.& a(in (ama  *a+.6 +a#.n"

;6


e(a&*ana )an

me(ana%

&e+en+.an *ebaaimana ima&*. a(am Pa*a( :7 a)a+ 6 i&enai *an&*i en.%.nan an&a+ aa an&a+ )an *e+in&a+ (ebi# %ena# .n+.& a(in (ama  *a+.6 +a#.n" 86

Pen)e(ena%a a+a. e(a&*ana )an me(ana% &e+en+.an *ebaaimana ima&*. a(am Pa*a(  a)a+ 6, Pa*a( 5 #.%.4 b, #.%.4 e, #.%.4 ', #.%.4 &, an #.%.4 (, Pa*a( ; #.%.4 b, #.%.4 3, #.%.4 , an #.%.4 e, Pa*a( 8 #.%.4 a an #.%.4 , Pa*a( 20 a)a+ 26 an a)a+ :6, Pa*a( 22, Pa*a( 27 a)a+ 16, Pa*a( :: a)a+ 6, Pa*a( :; a)a+ :6, Pa*a( 17 a)a+ 26, *e%+a Pa*a( 50 a)a+ 6 an a)a+ 16 i&enai *an&*i embeba*an a%i 'aba+an"

76


e(a&*ana )an

me(ana%

&e+en+.an *ebaaimana ima&*. a(am Pa*a( 5 #.%.4 a, Pa*a( 20 a)a+ 6, Pa*a( 2;, an Pa*a( :: a)a+ :6 i&enai *an&*i embe%#en+ian enan #/%ma+ +ia& a+a* e%min+aan *eni%i"


- 1 96

Pen) Pen)e( e(e ena na%a %a a+a a+a.

e(a& e(a&*a *ana na )an an

me(a me(an n a%

&e+en+.an *ebaaimana ima&*. a(am Pa*a( 28 a)a+ a)a+ 6 an Pa*a Pa*a(( 19 a)a+ )a+ 6 6 i&en i&enai ai *an& *an&*i *i embe%#en+ian +ia& enan #/%ma+" 06 Pen)e(ena% Pen)e(ena%a a *ebaaimana *ebaaimana ima&*. ima&*. a(am Pa*a( Pa*a( 5 a)a+ :6 #.% #.%.4 3 an a)a+ 16 #.% #.%.4 3 )an an me(ana% &e+en+.an Pa*a( 5 #.%.4 a, Pa*a( 2;, Pa*a( Pa*a( :: a)a+ a)a+ :6, :6, an an Pa*a( Pa*a( :; a)a+ a)a+ :6 :6 i&e i&enai nai *an& *an&*i *i emb embe& e&.a .an n mi*i an>a an>a+a +a. . iin in )an )an i+e%bi+&an /(e# in*+an*i eme%in+a#" 6 6 Pen) Pen)e( e(en en a%a a%a )an )an i&e i&enai nai *an& *an&*i *i *eba *ebaai aiman mana a ima& ima&*. *.  aa aa a)a+ a)a+ 06 06,, aab aabi( i(a a a(a a(am m 'an 'an&a &a $a&+. a(in (ama ; enam6 b.(an +ia& me(a&.&an e%bai&an e%bai&an &ine%'a &ine%'a i&enai i&enai *an&*i *an&*i en3ab.+an en3ab.+an iin )an i+e%bi+&an /(e# in*+an*i eme%in+a#"

Pa*a( 55 6 Pen)e(ena%a a+a. e(a&*ana )an +ia& me(a me(a&. &.&a &an n &e$a' &e$a'ib iban an *eba *ebaa aim imana ana ima& ima&*. *.  a(am Pa*a( 25 a)a+ 6, Pa*a( 27 a)a+ 6 an a)a+ 16, Pa*a( 29 a)a+ 6 an a)a+ 26 an a+a* e%b.a+an +e%*eb.+ mena&iba+&an +imb.(n)a (.&a, 3a3a+ +e+a, a+a. #i(ann)a n)a$a bai i#a& (ain i&enai i&enai *an&*i *an&*i iana iana *ebaaimana *ebaaimana ia+.% a(am e%a+.%an e%.nan-.nanan" 26 26

Pen Penen enaan aan *an&* *an&*ii ian iana a *eba *ebaa aim iman ana a ima& ima&*. *.  aa

a)a+

6

+ia&

membeba*&an

memba)a% an+i %.i bai &/%ban" :6

Be*a%an Be*a%an an+i an+i %.i %.i bai bai &/%ban &/%ban i+e+a i+e+a&a &an n be%a*a%&an .+.*an enai(an"

i%in)a


- 12 Pa*a( 5; 6 Pen)e(ena%a a+a. e(a&*ana )an +ia& me(a me(a&. &.&a &an n &e$a' &e$a'ib iban an *eba *ebaa aim imana ana ima& ima&*. *.  a(am Pa*a( 25 a)a+ 6, Pa*a( 27 a)a+ 6 an a)a+ 16, an a+a* e%b.a+an +e%*eb.+ mena&iba+&an &e%.ian nea%a i&enai ena" 26

Be*a%an Be*a%an ena ena i+e i+e+a +a&an &an be%a* be%a*a%& a%&an an .+. .+.*an *an enai(an"

Pa*a( 58 6 6

San&* San&*ii bai bai en)e( en)e(en en a%a a%a *ebaa *ebaaim iman ana a ima& ima&*. *.  a(am Pa*a( 51, Pa*a( 55, an Pa*a( 5; i&ena&an &eaa iminan en)e(ena%a"

26 26

Pen Penen enaa aan n *an& *an&*i *i *eba *ebaa aim iman ana a ima ima&* &*. . aa aa a)a+ 6 i(a&.&an /(e# a+a*an en)e(ena%a )an be%+an.n 'a$ab a+a* &eia+an e(a)anan .b(i& *e*.ai enan e%a+.%an e%.nan-.nanan"

:6 :6

Pe(a Pe(an na a%a %an n )an )an i(a i(a&. &.&a &an n /(e# /(e# en) en)e( e(en en a% a%a a *ebaaimana ia+.% a(am Pa*a( 10 a)a+ :6 )an meni menim mb.(&an &e%.ian $a'ib iba)a% /(e# en)e(ena%a *e+e(a# ib.&+i&an ni(ai &e%.iann)a *e*.ai enan e%a+.%an e%.nan-.nanan"

Pa*a( 57 Pim Pimin inan an en) en)e( e(en en a%a a%a an> an>a+ a+a. a. e(a e(a&* &*an ana a )an )an i&enai i&enai *an&*i *ebaaimana *ebaaimana ima&*. ima&*. a(am Pa*a( 51, Pa*a( 55, an Pa*a( 5; aa+ i(an'.+&an em%/*e*an e%&a%a

&e

(embaa

e%ai(an

.m.m

aabi(a

en)e(ena%a me(a&.&an e%b.a+an me(a$an #.&.m an>a+a. en)e(ena%a me(a&.&an +ina& iana"

BAB IC " " "


- 1: BAB IC KETENTUAN PERALIHAN

Pa*a( 59

Paa Paa *aa+ *aa+ UnanUnan-Un Unan an ini m.(ai m.(ai be%(a& be%(a&., ., *em.a *em.a e%a+.%an e%a+.%an a+a. &e+en+.an &e+en+.an menenai menenai en)e(en en)e(ena%aan a%aan e(a)anan .b(i& $a'ib i*e*.ai&an enan &e+en+.an a(am Unan-Unan ini a(in (amba+ 2 .a6 +a#.n"

BAB C KETENTUAN PENUTUP

Pa*a( ;0 6

Pe%a Pe%a+. +.%a %an n eme% eme%iin+a# n+a# men menen enai ai %.an .an (in (in&. &.  e(a)an e(a)anan an .b(i .b(i& & *ebaai *ebaaiman mana a ima&* ima&*. . a(am a(am Pa*a( 5 a)a+ ;6 #a%.* i+e+a&an a(in (amba+ ; enam6

b.(an

*e'a&

Unan-Unan

i ni

i.nan&an" 26 26

Pe%a Pe%a+. +.%a %an n eme eme%i %in+ n+a# a# men menen enai ai *i*+ *i*+em em e(a e(a)an )anan an +e%a. *ebaaimana ima&*. a(am Pa*a( 9 a)a+ 26 #a%.* i+e+a i+e+a&an &an a(in a(in (amba+ (amba+ ; enam6 b.(an b.(an *e'a& Unan-Unan ini i.nan&an"

:6

Pe%a+.%an en) en).* .*.n .nan an

eme%in+a# *+an *+ana a%%

menenai e(a e(a)a )ana nan n

e/man *eba *ebaa aim iman ana a

ima&*. a(am Pa*a( 20 a)a+ 56 #a%.* i+e+a&an a( a(in (am amb ba+ ; ena enam6 m6 b.( b.(an *e' *e'a& Una Unan n-Unan ini i.nan&an"


- 11 16

Pen)e(ena%a #a%.* men).*.n, mene+a&an, an mene%a&an *+ana% e(a)anan a(in (amba+ ; enam6

b.(an

*e+e(a#

e%a+.%an

eme%in+a#

menenai e/man en).*.nan *+ana% e(a)anan i.nan&an *ebaaimana ima&*. aa a)a+ :6" 56

Pe%a+.%an eme%in+a# menenai %//%*i a&*e* an &a+e/%i &e(/m/& ma*)a%a&a+ *ebaaimana ima&*. a(am Pa*a( :0 a)a+ :6 #a%.* i+e+a&an a(in (amba+ ; enam6 b.(an *e'a& UnanUnan ini i.nan&an"

;6

Pe%a+.%an eme%in+a# menenai +a+a eni&.+*e%+aan ma*)a%a&a+

3a%a a(am

en)e(ena%aan e(a)anan .b(i& *ebaaimana ima&*. a(am Pa*a( :9 a)a+ 16 #a%.* i+e+a&an a(in (amba+ ; enam6 b.(an *e'a& UnanUnan ini i.nan&an" 86

Pe%a+.%an &e+en+.an

%e*ien menenai me&ani*me an embe%ian an+i %.i *ebaaimana

ima&*. a(am Pa*a( 50 a)a+ 76 #a%.* i+e+a&an a(in (amba+ ; enam6 b.(an *e'a& UnanUnan ini i.nan&an"

Pa*a( ; Ke$a'iban

nea%a

menan.n

beban

e(a)anan

*ebaaimana ima&*. a(am Pa*a( : a)a+ 26 #a%.* ien.#i *e(amba+-(amba+n)a im.(ai +a#.n ana%an 20"

Pa*a( ;2 Unan-Unan i.nan&an"

ini

m.(ai

be%(a&.

aa

+ana(


- 15 Aa% *e+ia /%an mene+a#.in)a, en.nanan Unan-Unan enema+ann)a

a(am

Lemba%an

meme%in+a#&an

ini Nea%a

enan Re.b(i&

In/ne*ia"

Di*a#&an i ?a&a%+a aa +ana( 7 ?.(i 2009 PRESIDEN REPUBLIK INDONESIA, ++" DR" H" SUSILO BAMBANG YUDHOYONO Di.nan&an i ?a&a%+a aa +ana( 7 ?.(i 2009 MENTERI HUKUM DAN HAK ASASI MANUSIA REPUBLIK INDONESIA, ++" ANDI MATTALATTA

LEMBARAN NEGARA REPUBLIK INDONESIA TAHUN 2009 NOMOR 2


PEN?ELASAN ATAS UNDANG-UNDANG REPUBLIK INDONESIA NOMOR 25 TAHUN 2009 TENTANG PELAYANAN PUBLIK

I"

UMUM Pemb.&aan Unan-Unan Da*a% Nea%a Re.b(i& In/ne*ia Ta#.n 915 menamana+&an ba#$a +.'.an ii%i&an Nea%a Re.b(i& In/ne*ia, an+a%a (ain aa(a# .n+.& mema'.&an &e*e'a#+e%aan .m.m an men3e%a*&an &e#i.an ban*a" Amana+ +e%*eb.+ menan.n ma&na nea%a be%&e$a'iban memen.#i &eb.+.#an *e+ia $a%a nea%a

me(a(.i

*.a+.

*i*+em

eme%in+a#an

)an

men.&.n

+e%3i+an)a en)e(ena%aan e(a)anan .b(i& )an %ima a(am %an&a memen.#i &eb.+.#an a*a% an #a& *ii( *e+ia $a%a nea%a a+a* ba%an .b(i&, 'a*a .b(i&, an e(a)anan amini*+%a+i4" De$a*a

ini


e(a)anan

.b(i&

ma*i#

i#aa&an aa &/ni*i )an be(.m *e*.ai enan &eb.+.#an an e%.ba#an i be%baai bian &e#i.an be%ma*)a%a&a+, be%ban*a, an be%nea%a" Ha( +e%*eb.+ bi*a i*ebab&an /(e# &e+ia&*iaan .n+.& menanai +e%'ain)a +%an*4/%ma*i ni(ai )an be%imen*i (.a* *e%+a

ama& be%baai ma*a(a#

emban.nan )an

&/m(e&*"

Semen+a%a i+., +a+anan ba%. ma*)a%a&a+ In/ne*ia i#aa&an aa #a%aan an +an+anan (/ba( )an ii3. /(e# &ema'.an i bian i(m. ene+a#.an, in4/%ma*i, &/m.ni&a*i, +%an*/%+a*i, in
an

be%&e*inamb.nan

a(am

be%baai

a*e&

emban.nan .n+.& memban.n &ee%3a)aan ma*)a%a&a+ .na me$.'.&an +.'.an emban.nan na*i/na(" Un+.& i+., ie%(.&an &/n*e*i " " "


-2&/n*e*i *i*+em e(a)anan .b(i& )an be%i*i ni(ai, e%*e*i, an a3.an

e%i(a&. )an mam.

me$.'.&an

#a&

a*a*i

man.*ia

*ebaaimana iamana+&an Unan-Unan Da*a% Nea%a Re.b(i& In/ne*ia

Ta#.n

915

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i+e%a&an

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ma*)a%a&a+

meme%/(e# e(a)anan *e*.ai enan #a%aan an 3i+a-3i+a +.'.an na*i/na(" Denan meme%+imban&an #a( i a+a*, ie%(.&an .nan.nan +en+an e(a)anan .b(i&" Unan-Unan ini i#a%a&an aa+ membe%i &e'e(a*an an ena+.%an menenai e(a)anan .b(i&, an+a%a (ain me(i.+i! a" ene%+ian an ba+a*an en)e(ena%aan e(a)anan .b(i& b" a*a*, +.'.an, an %.an (in&. en)e(ena%aan e(a)anan .b(i& 3"

embinaan an ena+aan e(a)anan .b(i&

" #a&, &e$a'iban, an (a%anan bai *e(.%.# i#a& )an +e%&ai+ a(am en)e(ena%aan e(a)anan .b(i& e"

a*e& en)e(ena%aan e(a)anan .b(i& )an me(i.+i *+ana% e(a)anan, ma&(.ma+ e(a)anan, *i*+em in4/%ma*i, *a%ana an %a*a%ana, bia)a>+a%i4 e(a)anan, ene(/(aan ena.an, an eni(aian &ine%'a

4"

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#" *an&*i" II" PASAL DEMI PASAL Pa*a(  .&. 'e(a*" Pa*a( 2 .&. 'e(a*" Pa*a( : H.%.4 a Pembe%ian e(a)anan .b(i& +ia& b/(e# men)iman a%i e%a+.%an e%.nan-.nanan" H.%.4 b " " "


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meme%/(e#

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menenai

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A)a+ :6 " " "


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b.%.n

)an

enaaann)a men.na&an ana%an enaa+an an be(an'a nea%a i Dea%+emen Ke*e#a+an 2" &aa( en.man )an i&e(/(a /(e# PT Pe%*e%/6 PELNI .n+.& meme%(an3a% e(a)anan e%#.b.nan an+a%

.(a.

ana%an

)an

enaaann)a

enaa+an

an

men.na&an

be(an'a

nea%a

i

Dea%+emen Pe%#.b.nan an :" en)eiaan )an

in4%a*+%.&+.%

enaaann)a

+%an*/%+a*i

e%&/+aan

men.na&an

ana%an

enaa+an an be(an'a ae%a#" H.%.4 b Ba%an .b(i& )an &e+e%*eiaann)a me%.a&an #a*i( a%i &eia+an baan .*a#a mi(i& nea%a an>a+a. baan .*a#a mi(i& ae%a# )an menaa+ e(ima#an +.a* .n+.&

men)e(ena%a&an

e(a)anan

.b(i&

%u#lic

service o#ligation 6, *ebaai 3/n+/#! "(i*+%i& #a*i( ene(/(aan PT Pe%*e%/6 PLN an 2"ai% be%*i# #a*i( ene(/(aan e%.*a#aan ae%a# ai% min.m" H.%.4 3 Mi*i

nea%a

e%ma*a(a#an

aa(a#

&ebi'a&an

+e%+en+.,

men3aai +.'.an

&eia+an

.n+.&

mena+a*i

+e%+en+.,

+e%+en+. )an be%&enaan

a+a. enan

&een+inan an man4aa+ /%an ban)a&, *ebaai 3/n+/#! " &ebi'a&an " " "


-;" &ebi'a&an men.a*&an PT Pe%*e%/6 Pe%+amina a(am men)a(.%&an ba#an ba&a% min)a& 'eni* %emi.m enan #a%a )an *ama .n+.& e3e%an i *e(.%.# In/ne*ia 2" &ebi'a&an membe%i&an *.b*ii aa% #a%a ..& i'.a(

(ebi#

m.%a#

.na

men/%/n

e+ani

be%%/.&*i :" &ebi'a&an membe%an+a* a+a. men.%ani en)a&i+ /n/& )an i(a&.&an me(a(.i embe%ian )/i.m aa *e+ia a%am i (.a% a%am in.*+%i6 1" &ebi'a&an men'amin #a%a '.a( aba# i +in&a+ e+ani me(a(.i ene+aan #a%a embe(ian aba# )an ibe(i /(e# Pe%.m Baan U*a#a L/i*+i& 5" &ebi'a&an enamanan 3aanan anan me(a(.i enamanan

#a%a

anan

/&/&,

ene(/(aan

3aanan an i*+%ib.*i anan &eaa /(/nan ma*)a%a&a+ +e%+en+. an ;" &ebi'a&an enaaan +ab.n a* +ia &i(/ %am .n+.& &e(/m/& ma*)a%a&a+ +e%+en+. a(am %an&a &/n
enii&an e%+ama,

*e&/(a#

*e&/(a#

a*a%,

menena#

*e&/(a# a+a*,

an

e%.%.an +ini6, e(a)anan na
(am.

*.a%6,

e(a)anan

e%ai(an,

e(a)anan

&e(a(.(in+a*an (am. (a(. (in+a*6, e(a)anan &eamanan 'a*a &e/(i*ian6, an e(a)anan a*a%"

H.%.4 b " " "


-8H.%.4 b ?a*a .b(i& a(am &e+en+.an ini aa(a# 'a*a )an i#a*i(&an /(e# baan .*a#a mi(i& nea%a>baan .*a#a mi(i& ae%a# )an menaa+ e(ima#an +.a* .n+.& men)e(ena%a&an

e(a)anan

.b(i&

%u#lic

service

o#ligation 6, *ebaai 3/n+/#, an+a%a (ain 'a*a e(a)anan +%an*/%+a*i an&.+an .a%a>(a.+>a%a+ )an i(a&.&an /(e# PT Pe%*e%/6 Ga%.a In/ne*ia, PT Pe%*e%/6 Me%a+i Ai%(ine*, PT Pe%*e%/6 Pe(ni, PT Pe%*e%/6 KAI, an PT Pe%*e%/6 DAMRI, *e%+a 'a*a en)eiaan ai% be%*i# )an i(a&.&an /(e# e%.*a#aan ae%a# ai% min.m" H.%.4 3 Mi*i

nea%a

e%ma*a(a#an

aa(a#

&ebi'a&an

+e%+en+.,

men3aai +.'.an

&eia+an

.n+.&

mena+a*i

+e%+en+.,

+e%+en+. )an be%&enaan

a+a. enan

&een+inan an man4aa+ /%an ban)a&, *ebaai 3/n+/#! " 'a*a e(a)anan &e*e#a+an bai ma*)a%a&a+ mi*&in /(e# %.ma# *a&i+ *$a*+a 2" 'a*a en)e(ena%aan enii&an /(e# i#a& *$a*+a #a%.*

meni&.+i

&e+en+.an


enii&an na*i/na( :" 'a*a e(a)anan an&.+an b.* an+a%&/+a a+a. a(am &/+a, %.+e an +a%i4n)a i+en+.&an /(e# eme%in+a# 1" 'a*a e(a)anan an&.+an .a%a &e(a* e&/n/mi, +a%i4 ba+a* a+a*n)a i+e+a&an /(e# eme%in+a# 5" 'a*a eni%ian an+i */*ia( an ;" 'a*a e(a)anan &eamanan" A)a+ 56 S&a(a &eia+an ia*a%&an be*a%an bia)a +e%+en+. )an i.na&an an me%.a&an 'a%inan )an imi(i&i a(am &eia+an e(a)anan *ebaai .&.%an .n+.& i&a+e/%i&an *ebaai e(a)anan .b(i&" A)a+ ;6 " " "


-7A)a+ ;6 .&. 'e(a*" A)a+ 86 H.%.4 a Tina&an

amini*+%a+i4

eme%in+a#

me%.a&an

e(a)anan embe%ian /&.men /(e# eme%in+a#, an+a%a (ain )an im.(ai a%i *e*e/%an )an (a#i% meme%/(e# a&+a &e(a#i%an #ina menina( an meme%/(e# a&+a &ema+ian, +e%ma*.& *ea(a #a( i#$a( )an ie%(.&an /(e# en..& a(am men'a(ani &e#i.ann)a, *ee%+i meme%/(e# iin meni%i&an ban.nan, iin .*a#a, *e%+i4i&a+ +ana#, an *.%a+ ni&a#" H.%.4 b Tina&an

amini*+%a+i4

n/neme%in+a#

me%.a&an

e(a)anan embe%ian /&.men /(e# in*+an*i i (.a% eme%in+a#, an+a%a (ain .%.*an e%ban&an, a*.%an*i, &e*e#a+an, &eamanan, ene(/(aan &a$a*an in.*+%i, an ene(/(aan &eia+an */*ia(" Pa*a( ; A)a+ 6 .&. 'e(a*" A)a+ 26 H.%.4 a Pembina i (in&.nan (embaa nea%a aa(a# &e+.a a+a. nama (ain *e+ia (embaa nea%a" Lembaa nea%a

me(i.+i

Ma'e(i*

Pe%m.*)a$a%a+an

Ra&)a+, De$an Pe%$a&i(an Ra&)a+, De$an Pe%$a&i(an Dae%a#, K/mi*i

Ma#&ama# Y.i*ia(,

an

K/n*+i+.*i, Baan

Ma#&ama#

Peme%i&*a

A.n,

Ke.anan

*ebaaimana ima&*. a(am Unan Unan Da*a% Nea%a Re.b(i& In/ne*ia Ta#.n 915" Lembaa " " "


-9Lembaa &/mi*i nea%a a+a. )an *e'eni* aa(a# (embaa )an iben+.& be%a*a%&an .nan-.nan an be%*i4a+ mani%i *e%+a +ia& memi(i&i #.b.nan /%ani& enan (embaa

nea%a

an

in*+an*i

eme%in+a#

a(am

me(a&*ana&an +.a* an $e$enann)a, an+a%a (ain K/mi*i Pembe%an+a*an K/%.*i, Omb.*man Re.b(i& In/ne*ia, K/mi*i

Pemi(i#an

Um.m,

an

K/mi*i

Pena$a*

Pe%*ainan U*a#a"

Kemen+e%ian aa(a# &emen+e%ian nea%a *ebaaimana ima&*. a(am Unan-Unan N/m/% :9 Ta#.n 2007 +en+an Kemen+e%ian Nea%a" Lembaa eme%in+a# n/n&emen+e%ian aa(a# (embaa eme%in+a#

)an

iben+.&

be%a*a%&an

e%a+.%an

e%.nan-.nanan, an+a%a (ain Lembaa Amini*+%a*i Nea%a, Baan Keea$aian Nea%a, Baan Pena$a*an Ke.anan an Pemban.nan, Baan P.*a+ S+a+i*+i&, an Baan Na*i/na( Penema+an an Pe%(in.nan Tenaa Ke%'a In/ne*ia" Lembaa (ainn)a, *ee%+i Pa(an Me%a# In/ne*ia an Lembaa Sen*/% i(m" H.%.4 b .&. 'e(a*"

H.%.4 3 .&. 'e(a*"

H.%.4  .&. 'e(a*" A)a+ :6 .&. 'e(a*"

A)a+ 16 " " "


- 0 A)a+ 16 .&. 'e(a*" A)a+ 56 La/%an

aa+

i*amai&an

*e3a%a

be%&a(a

*e&.%an-

&.%ann)a  *a+.6 +a#.n *e&a(i an>a+a. *e$a&+.-$a&+." A)a+ ;6 .&. 'e(a*" Pa*a( 8 A)a+ 6 Penan.n 'a$ab +e%i%i a+a*! a" iminan &e*e&%e+a%ia+an aa (embaa nea%a an &emen+e%ian, *e&%e+a%i* .+ama aa (embaa eme%in+a# n/n&emen+e%ian, *e&%e+a%i* 'ene%a( a+a. *e&%e+a%i*, a+a. *eb.+an (ain aa (embaa &/mi*i nea%a a+a. )an *e'eni*, =a&i( ?a&*a A.n, an =a&i( Kea(a Ke/(i*ian Nea%a Re.b(i& In/ne*ia b" *e&%e+a%i* ae%a# aa eme%in+a# %/
&ebi'a&an

me%.a&an

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%an&a menin&a+&an &.a(i+a* e(a)anan" H.%.4 b .&. 'e(a*" H.%.4 3 " " "


-  H.%.4 3 .&. 'e(a* A)a+ 16 .&. 'e(a*" Pa*a( 7 .&. 'e(a*" Pa*a( 9 A)a+ 6 Si*+em

e(a)anan

+e%a.

me%.a&an

*a+.

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ene(/(aan a(am embe%ian e(a)anan )an i(a&*ana&an a(am *a+. +ema+ an i&/n+%/( /(e# *i*+em enena(ian mana'emen

.na

meme%m.a#,

meme%3ea+,

an

men.%ani bia)a" A)a+ 26 .&. 'e(a*" Pa*a( 0 A)a+ 6 Se3a%a be%&a(a an be%&e(an'.+an me%.a&an e%i/e )an i(a&.&an a(am $a&+. : +ia6 b.(an, ; enam6 b.(an, 2 .a be(a*6 b.(an, a+a. 21 .a .(.# ema+6 b.(an *e&a(i )an

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Pa*a(  " " "


- 2 Pa*a(  A)a+ 6 .&. 'e(a*" A)a+ 26 .&. 'e(a*" A)a+ :6 Ke+en+.an in+e%na( en)e(ena%a me%.a&an &e+en+.an )an mena+.% enin&a+an &ine%'a e(a&*ana, mi*a(n)a &e+en+.an i*i(in, e+i&a, %/*e.%, an in*+%.&*i &e%'a" A)a+ 16 .&. 'e(a*" Pa*a( 2 A)a+ 6 .&. 'e(a* A)a+ 26 Te&ni* /e%a*i/na( e(a)anan me%.a&an &eia+an )an +e%&ai+ (an*.n enan e(a&*anaan e(a)anan, an+a%a (ain en)eiaan

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- : A)a+ 16 Keaaan a%.%a+ me%.a&an &eaaan )an i+e+a&an /(e# in*+an*i

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- 21 A)a+ 26 .&. 'e(a*" A)a+ :6 Lembaa *ebaaimana ima&*. a)a+ ini aa+ iben+.& aa +in&a+ na*i/na( ma..n ae%a#" A)a+ 16 .&. 'e(a*" Pa*a( 10 .&. 'e(a*" Pa*a( 1 .&. 'e(a*" Pa*a( 12 .&. 'e(a*" Pa*a( 1: A)a+ 6 .&. 'e(a*" A)a+ 26 Da(am #a( en)e(ena%a aa+ memb.&+i&an ba#$a ma+e%i a.an +ia& bena% a+a. e%b.a+an en)e(ena%a +ia& *a(a# a+a. +ia&

me(ana%, ena.

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- 25 A)a+ 16 .&. 'e(a*" A)a+ 56 Da(am #a( ena. +ia& aa+ me(en&ai ma+e%i a.an a(am ba+a* $a&+. )an i+en+.&an, ena.an in)a+a&an ba+a(" Pa*a( 15 A)a+ 6 A+a*an e(a&*ana *ebaai i#a& )an be%+an.n 'a$ab an *e&a(i.* memi(i&i $e$enan .n+.& men'a+.#&an *an&*i &eaa e(a&*ana )an men'ai ba$a#ann)a" A+a*an e(a&*ana *ebaaimana ima&*. a(am a)a+ ini '.a be%(a&. .n+.& &/%/%a*i" A)a+ 26 .&. 'e(a*" A)a+ :6 .&. 'e(a*" Pa*a( 1; A)a+ 6 Ke$a'iban

Omb.*man

*ebaaimana

ima&*.

a(am

Unan-Unan N/m/% :8 Ta#.n 2007 +en+an Omb.*man Re.b(i& In/ne*ia '.a me(i.+i bian-bian e(a)anan .b(i&

)an

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/(e#

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&e&a)aan

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A)a+ 26 " " "


- 2; A)a+ 26 .&. 'e(a*" A)a+ :6 Pe%$a&i(an i ae%a# me%.a&an e%$a&i(an )an iben+.& i ib.&/+a %/&/+a )an ianan

e%(."

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meme%#a+i&an a*e& e4e&+i
ima&*. enan e%a+.%an e%.nan-.nanan

)an be%(a&. bai en)e(ena%a aa(a# e%a+.%an )an mena+.%

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mi*a(n)a

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ia+.% a(am Unan-Unan N/m/% 7 Ta#.n 981 +en+an P/&/&-P/&/& Keea$aian *ebaaimana +e(a# i.ba# enan Unan-Unan N/m/% 1: Ta#.n 999 +en+an Pe%.ba#an Unan-Unan N/m/% 7 Ta#.n 981 +en+an P/&/&-P/&/& Keea$aian a+a. an/+a &e/(i*ian ia+.% a(am UnanUnan N/m/% 2 Ta#.n 2002 +en+an Ke/(i*ian Nea%a Re.b(i& " " "


- 28 Re.b(i& In/ne*ia" Pen)e(ena%a a(am ben+.& &/%/%a*i, ibe%(a&.&an

e%a+.%an

i

(in&.nan

&/%/%a*i

)an

be%*an&.+an" Pa*a( 17 A)a+ 6 Pene%aan %in*i ineenen, n/ni*&%imina*i, an +ia& memi#a&

ima&*.&an

.n+.&

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&ebe%i#a&an a(am men)e(e*ai&an ma+e%i a.an &a%ena i#a& +e%a. an en)e(ena%a )an men)e(e*ai&an a.an be%aa a(am in*+an*i>(embaa )an *ama" A)a+ 26 Ke$a'iban mene%ima an me%e*/n* ima&*.&an .n+.& meme%/(e# /b'e&+i
enaa+

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me%.a&an 4/%.m e%+em.an an+a%a ena. an +e%a. *e3a%a +e%ba+a* +e%#aa e%min+aan ena. &a%ena a(a*an +e%+en+. )an aa+ menan3amn)a" A)a+ 16 Gan+i

%.i

#.b.nan

)an

ia'.&an

*ebab

a&iba+

ena.

#a%.*

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a%i

mem.n)ai e%b.a+an

en)e(ena%a )an me%.i&an" Pa*a( 19 .&. 'e(a*" Pa*a( 50 A)a+ 6 .&. 'e(a*" A)a+ 26 .&. 'e(a*" A)a+ :6 " " "


- 27 A)a+ :6 .&. 'e(a*" A)a+ 16 .&. 'e(a*" A)a+ 56 A'.i&a*i

&#.*.* aa(a# a'.i&a*i

)an #an)a

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enan en)e(e*aian an+i %.i" Pen)e(e*aian an+i %.i a(am &e+en+.an ini ima&*.&an aabi(a +ia& aa+ i*e(e*ai&an enan meia*i an &/n*i(ia*i" A)a+ ;6 .&. 'e(a*" A)a+ 86 .&. 'e(a*" A)a+ 76 Da(am e%a+.%an %e*ien ini, an+a%a (ain ia+.% menenai &e$a'iban en)e(ena%a memba)a% an+i %.i )an ba%. aa+ iba)a%&an /(e# iminan en)e(ena%a *e+e(a# ni(ai &e%.ian

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iba)a%&ann)a an+i %.i, a.an in)a+a&an *e(e*ai" A)a+ 96 Pembe%i+a#.an &eaa ena. aa+ be%.a +emb.*an *.%a+, *a(inan, a+a. e+i&an" Pa*a( 5 .&. 'e(a*" Pa*a( 52 .&. 'e(a*" Pa*a( 5: " " "


- 29 Pa*a( 5: A)a+ 6 Ma*)a%a&a+

)an

me(a/%&an

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ma*)a%a&a+

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A)a+ 96 " " "


- :0 A)a+ 96 Pembe%#en+ian +ia& enan #/%ma+ bai ea$ai nee%i ia%+i&an &e#i(anan *+a+.*n)a *ebaai ea$ai nee%i, bai e(a&*ana

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ini

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- : Pa*a( 57 .&. 'e(a*" Pa*a( 59 .&. 'e(a*" Pa*a( ;0 A)a+ 6 .&. 'e(a*" A)a+ 26 .&. 'e(a*" A)a+ :6 .&. 'e(a*" A)a+ 16 Ma+e%i e%a+.%an eme%in+a# be%i*i! a" &e#a%.*an bai eme%in+a# .n+.& mene+a&an e/man en).*.nan *+ana% e(a)anan a(am $a&+. ; enam6 b.(an an b" &e$a'iban *e+ia en)e(ena%a men).*.n, mene+a&an, an mene%a&an *+ana% e(a)anan a(in (amba+ a(am $a&+. ; enam6 b.(an *e+e(a# e/man *e(e*ai"

A)a+ 56 .&. 'e(a*" A)a+ ;6 .&. 'e(a*" A)a+ 86 .&. 'e(a*"

Pa*a( ; " " "

UU-No-25-Thn-2009-ttg-Pelayanan-Publik.doc

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