Implementation of Public Complaint Services through Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional (SP4N)-Layanan Aspirasi Dan Pengaduan Online Rakyat (LAPOR!) at the Balikpapan City Communication and Information Office in. Research Objectives: To describe and analyze complaints and follow-up response funds provided by the Balikpapan City Government regarding the management of community complaint services. This type of research is qualitative using descriptive methods. Based on the results of research related to the Implementation of Public Complaint Services through Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional (SP4N)-Layanan Aspirasi Dan Pengaduan Online Rakyat (LAPOR) at the Balikpapan City Communication and Information Service, it can be concluded that communication and policy socialization have been carried out comprehensively. The use of easy-to-understand language, available documentation, and relevant training ensures clarity of information to policy implementers, as well as consistency in policy implementation through routine monitoring and periodic training. However, managing complaints services through the SP4N-LAPOR application faces significant challenges in terms of resources. The limited number and competence of human resources as well as inadequate budget allocation hamper the efficiency of complaint management. Despite advances in technological equipment, further investment in technological infrastructure is needed. The Balikpapan City Government has demonstrated a strong commitment to implementing policies through establishing clear policies, active outreach, intensive training and regular supervision. The bureaucratic structure implemented is also in accordance with effective principles, with a clear division of authority and comprehensive Standard Operating Procedures (SOP). However, technical obstacles in using the SP4N-LAPOR application, such as system disruptions and the need for intensive technical maintenance, require proactive strategies in information technology management to minimize the impact of technical disruptions on service quality. Overall, the implementation of this policy is going quite well, but further improvements are needed, especially in terms of human resources, budget and technical management of applications.