Anita Rachman – "What is an ombudsman?" By now, Budi Santoso is used to hearing that question when friends ask about his work as a senior official with the Indonesian Ombudsman's office. It may be one of the most important offices in government, but yet remains largely invisible.

"I once gave an interview on television about the School Operationial Aid fund. My driver's wife watched the program and now she thinks the Ombudsman's job is to solve problems related to schools," he said with a laugh. "Many people have no idea what the Ombudsman actually is."

In a country where bureaucracy can be maddeningly difficult to navigate, the office of the Ombudsman serves as a mediator, trying to untangle disputes outside the court system.

Though struggling for government funds and little-understood by the public, the body could be a significant check on both public and private service providers – but it isn't quite there yet.

Created by the late President Abdurrahman Wahid in 2000, the Ombudsman of the Republic of Indonesia was empowered to act on issues related to the delivery of public services by government agencies. The office expanded in 2008 with the passage of the Ombudsman Law, which gave it the right to intervene in both the public and private sectors.

While it has no judicial powers, it can make life unpleasant for those it deems to be unresponsive by referring them to higher authorities for action. The body can also summon anyone for clarification, mediation or investigation of an issue.

Often, a solution is achieved informally. In rare cases, a formal recommendation is made, which the errant agency is supposed to obey. If they don't, a report can be made to the president or the House of Representatives for further action.

Solving problems

The office recently weighed in on the long-running case of the GKI Yasmin Church in Bogor, where the city mayor has ignored a Supreme Court ruling allowing the church to open.

The Ombudsman agreed that the mayor should allow the church to function, which he refused to do. Now it will take its concerns to the president. The Ombudsman chairman, Danang Girindrawardana, said anyone could bring a complaint to the agency on issues including health, education, manpower and business opportunities or administration issues.

"We are a watchdog for public services. We are problem solvers," Danang said. "Today, we are trying to spread the word and promote this body so that people can come to us when they need help."

He said the Ombudsman followed up on all reports, from tiny matters to issues involving giant companies. Cases are all resolved outside of court.

An elderly woman in Mampang, South Jakarta, complained that a subdistrict head had refused to sign a letter certifying her low-income status, which was necessary to receive free medical care and other services. The Ombudsman's office told the official to help her, which he finally did.

The Ombudsman has also helped expatriates. Budi cited a Danish businessman who was having trouble with his local business partner but getting nowhere with the Manpower and Transmigration Ministry. In all cases, Budi stressed, the Ombudsman is a mediator, not a legal advocate. "We don't take sides," he said.

Getting known

The Ombudsman's office takes complaints by mail, e-mail, phone and in person (details at end).

With a staff of about 60 in Jakarta and 30 in seven regional offices, the body tries to meet as many members of the public as it can personally, as it did on Thursday when two blind men came to file a report.

Dimas Prasetyo Muharam, 23, and Eko Ramaditya Adikara, 30, said visually impaired people have trouble being considered for government jobs. "We believe the Ombudsman will help us," said Eko.

Kartini Istikomah, one of the nine senior officials, met the two men personally and said the Ombudsman would communicate with the related ministries. "We are going to do our best to help them," she said.

Dominikus Dalu, a senior assistant, said the number of complaints was rising. So far this year, there have been 1,000 inquiries. "There were 570 that were officially filed," said Dominikus.

"I am happy that the number is increasing, but sometimes I also worry," he said. "We only have 28 assistants. The Ombudsman needs more staff, otherwise our service won't be the best."

Chairman Danang agreed, saying that resources were too tight. Elected in February by House Commission II, which oversees home affairs, Danang and his team are still working with the Rp 16 billion ($1.82 million) budget they inherited from the previous leadership.

The government turned down a request for Rp 31.7 billion, which had previously been approved by the House. No additional funds were released to the office and it is struggling just to pay salaries.

"We need at least Rp 77 billion next year for our 2012 strategic plan, including building regional representative offices, hiring more staff and running public information campaigns," Danang said. "We can't afford any advertising to promote ourselves."

Ganjar Pranowo, the deputy chairman of House Commission II, said even Rp 77 billion was too small to support the agency.

"Rp 500 billion or even Rp 1 trillion, that's the number they deserve so they can scrutinize public services," Ganjar said. "Maybe the government is afraid this body could grow bigger to watch its own operations."

The Ombudsman's office is in the Anti-Corruption Court building on Jalan H. R. Rasuna Said. Its Web site is www.ombudsman.go.id.