PENYELESAIAN PENGADUAN DI PERWAKILAN OMBUDSMAN RI SUMATERA SELATAN MELALUI KOMUNIKASI MEDIASI

Abstract

This study aims to analyze the process of identifying maladministration and mediation communication strategies carried out by the Perwakilan Ombudsman Republic Indonesia South Sumatra in resolving public complaints. Maladministration is understood as a source of conflict between the community and public service agencies that requires a conflict resolution-based resolution mechanism. This research uses a qualitative approach through in-depth interviews with the Ombudsman mediator, Head of Assistant, and the Informant, as well as a documentation study. Data analysis was carried out using the Jhon Burton Conflict Resolution framework, especially through the stages of problem identification, dialogue, and negotiation. The results of the study show that problem identification plays an important role in mapping the needs and interests of the parties, while mediation communication functions as a means of building dialogue, easing tensions, and facilitating the negotiation of mutually acceptable solutions. Thus, the Ombudsman plays the role of a facilitator who bridges public service conflicts in a fair and participatory manner.