The presence of the Integrated Online Complaints (POT) application created by the Bekasi City Administration provides an opportunity for citizens to submit complaints and reports various problems that occured. However, community participation using this application is still limited. Therefore, this study aimed to identify the influence of POT application users characteristics on their communication behavior to the Bekasi City Administration. This research used an explanatory sequential mixed method with the total sample consisted of 100 people. The results showed that the perception of trust, suitability, and perceived ease of POT users were significantly related to information seeking and information dissemination. This indicated that POT users would disseminate information when they believed the application has helped them in solving problems. Users who felt satisfied and considered the application easy to use also tended to recommend it to relatives, friends and others around their environment. POT users felt that the problems they have been facing were handled more quickly after reporting complaints through the application, However, the communication and response of the Bekasi City Administration were still inadequate.