Ombudsman NTT Logs 29 Transport Complaints at Tenau and Bolok Ports
East Nusa Tenggara’s Ombudsman office says it logged 29 complaints in August 2026 about transport services at Tenau and Bolok ports in Kupang, leading to a cross-agency meeting that confirmed app-based taxis may pick up passengers inside…
Editor: Mursyid Sonsang
· Event date: · 4 min read
Kupang — Indonesia’s Ombudsman representative office in East Nusa Tenggara has received 29 public complaints about passenger transport services at Tenau and Bolok ports in Kupang, prompting a cross-agency meeting to improve access and fare practices for conventional and app-based taxis.
According to a regional broadcaster report on 17 September 2026, the complaints, recorded during August 2026, focused on restrictions on transport services entering passenger areas, disputed taxi fares and passenger treatment at the two ports. Philipus Max Jemadu, head of the Ombudsman’s Public Complaints Examination Division in NTT, outlined the issues in a public statement on 17 September 2026.
The coordination meeting was held at the Ombudsman’s NTT office in Kupang and brought together officials from the Kupang Harbourmaster and Port Authority Office (KSOP), Pelindo Regional 3’s Tenau branch, ASDP Indonesia Ferry’s Kupang branch, the provincial Transportation Agency and the East Nusa Tenggara police. The session focused on transport arrangements for passengers using the two ports, including access for conventional taxis and app-based motorcycle and car services.
Complaints about access and fares
In his statement, Jemadu said complainants reported that conventional taxis and app-based transport services were restricted from picking up passengers in port areas, forcing some to walk outside the complex to find transport. Passengers also complained of unclear and allegedly high taxi fares for relatively short trips, which they considered unreasonable.
The Ombudsman noted that these practices caused losses for the public and created discomfort, particularly when some officers or transport providers allegedly behaved harshly toward passengers who declined to use taxis operating inside the ports. The situation was described as increasing the risk of conflict between passengers and transport providers.
According to the Ombudsman, the restrictions and fare uncertainty led to time lost in queues when entering and leaving the port areas and created additional difficulties for older people, pregnant women, children, sick passengers and people with disabilities, who might have to walk with luggage to reach app-based transport outside the port.
Key points from the coordination meeting
The Ombudsman’s NTT office said the cross-agency meeting reached several service points intended to improve transport access and protect passengers. One key conclusion was that there is no law or regulation that prohibits app-based taxis from dropping off and picking up passengers in passenger-service areas at Tenau and Bolok ports. As a result, app-based taxis are now recognised as being allowed to serve passengers directly within those areas.
Jemadu encouraged passengers and app-based drivers who experience access restrictions that disrupt transport services to report them to police officers stationed in the port areas. The Ombudsman emphasised that such reports can help ensure that agreed access arrangements are respected.
The meeting also discussed conventional taxi operations at the ports. Earlier Ombudsman communications in 2025 had recommended that port-based taxi operators form or join a cooperative as a legal vehicle for their activities and comply with licensing, roadworthiness and insurance requirements. In line with that approach, the current coordination effort aims to ensure that conventional taxis serving Tenau and Bolok operate under clear regulatory frameworks and recognised tariff structures.
Tariff rules for port taxis
The provincial Transportation Agency has issued Circular No. 500.11.8.4/SE.20/DISHUB.3.1/IV/2025 on temporary fares for non-route passenger transport using port taxis at Tenau and Bolok. The Ombudsman said all public transport operators in the port areas are expected to use the circular as the reference for their tariffs and are not allowed to set fares unilaterally.
Ombudsman NTT indicated that Pelindo and the provincial Transportation Agency will carry out socialisation with conventional taxi providers at the ports to ensure they understand and apply the temporary fare rules. The aim is to prevent arbitrary fare setting and provide greater certainty for passengers.
The coordination between the Ombudsman, port authorities, transport operators and police follows earlier efforts in 2025 to resolve tensions between port taxis and app-based services at Tenau port. The latest meeting, held in mid-September 2026, is intended to clarify access for app-based taxis, reinforce tariff rules and strengthen complaint channels for port users.
Sources
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