ILO and trade unions launch AI-driven grievance platforms for Indonesia’s garment, footwear and palm oil industries

JAKARTA, Indonesia (ILO News) – The International Labour Organization (ILO), in close collaboration with five trade union confederations, one trade union network and 14 trade union federations, officially launched a suite of upgraded grievance applications aimed at improving workplace conditions and empowering workers in Indonesia’s garment, footwear and palm oil sectors. The launch, held in Jakarta on 29 October, marks a significant advancement in the ILO’s ongoing efforts to promote decent work and strengthen industrial relations across key industries.

These digital tools were developed under the ILO’s Realizing Trade Gains Free from Gender Discrimination and Child Labour (RealGains) project, funded by the Government of Canada. They build upon the previous work of another ILO project title Strengthening Industrial Relations in Indonesia (SIRI), supported by the same donor, and leverage technology to address systemic labour challenges.

The initiative was carried out in partnership with the National Trade Union (SPN), the Garment and Textile Trade Union Federation (Garteks), the Textile, Garment and Leather Trade Union Federation (FSP-TSK), and the Trade Union Network for Palm Oil (JAPBUSI), a coalition of 11 federations representing more than 100,000 workers nationwide.

© ILO

© ILO

The upgraded grievance applications include SoPaN SPN, developed with SPN; Teman Garteks, created in collaboration with Garteks; and Hallo Siola, designed with FSP-TSK. Originally tailored for the garment sector, these platforms have now been expanded to include the footwear industry. Each application has undergone significant enhancements, incorporating artificial intelligence (AI) features such as automated categorization, auto-tag generation, follow-up recommendations and a user satisfaction rating system. These improvements are designed to streamline the complaint process, making it more efficient, responsive and accessible for both union members and non-members.

In addition, the ILO RealGains project has introduced a new website and grievance application specifically for the palm oil sector. Developed in partnership with JAPBUSI, this application is customized to reflect the unique characteristics and needs of palm oil workers. It aims to facilitate faster, more transparent and structured complaint resolution, thereby strengthening advocacy and service delivery in one of Indonesia’s most vital industries.

The JAPBUSI website and grievance application integrate advanced features such as AI-powered automatic categorization, auto-generated tagging and complaint follow-up recommendations. By leveraging these technologies, the platforms are expected to enhance service delivery, foster stronger social dialogue and contribute to more robust protection of workers' rights within the palm oil sector.

These applications are freely available for download on Google Play and are designed with user-friendliness in mind. Workers can easily create an account by entering basic personal information, after which they can submit complaints or express aspirations by filling out digital forms and attaching supporting evidence such as photos, videos or documents. Once submitted, the complaints are reviewed and verified by union administrators, who then initiate appropriate follow-up actions. These may include negotiations or mediation with management to reach mutually beneficial solutions, ultimately contributing to a more harmonious and productive work environment.

© ILO

© ILO

At the launch event, Simrin Singh, ILO Country Director for Indonesia and Timor-Leste, underscored the critical role of effective grievance mechanisms in building sustainable industrial relations and fostering a supportive environment where businesses can thrive. She also noted that the integration of AI into these grievance applications marks a transformative step forward.

“These grievance applications exemplify the ILO’s commitment to strengthening labour rights and fostering the foundational pillars of decent work, ranging from equitable wages and fair working hours to robust social protection and occupational safety and health. By embracing innovative and inclusive digital solutions, the ILO continues to champion a future of work that is both just and sustainable,” she affirmed.

Meanwhile, Alice Birnbaum, Head of Development Cooperation to Indonesia, stated: “This website and mobile applications represent a significant step forward in ensuring broader protection of workers’ rights and safety across the supply chain. They have the potential to deliver direct benefits to hundreds of thousands of people employed in the garment, footwear, and palm oil sectors. I would like to encourage all of us to continue working together to build fairer, safer and more inclusive workplaces for workers across the country.”

The launch is being live-streamed on ILO TV Indonesia.

For further information, please contact:
Dede Sudono
ILO’s Coordinator of RealGains Project in Indonesia
Email: [email protected]

Gita Lingga
ILO Senior Information and Communications Management Assistant
Email: [email protected]