Public Complaints Bureau in all govt agencies in 2014: Low

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KUALA LUMPUR (Sept 24, 2013): All government ministries, departments and agencies will set up their own public complaints sections from January next year in a move to ensure grouses are handled efficiently.

There are also plans to make the respective complaints bureaus a part of each agency's key performance indicators (KPIs).

Minister in the Prime Minister's Department Paul Low said today that the Public Complains Bureau (PCB) will oversee the individual systems.

"The public is like the customer of these agencies. They must have confidence that they will deal with the complaints. A good way to do this is to restructure PCB so that the public can go directly to the root of the problem and make complaints with the relevant government agency," he said.

Low said as the frontline agency in contact with the public, PCB needs to show that it is a trusted channel for the public to approach.

Speaking to reporters after a PCB seminar on complaints management, he said members of the public could still lodge complaints with the bureau.

In an immediate response, Federation of Malaysian Consumer Associations (Fomca) chief executive officer Datuk Paul Selvaraj said care should be taken to ensure that complaints "should not die at the local level".

He said some agencies may be responsive but others may ignore complaints and this was why there was a need for a proper oversight system.

"If the complainant is unhappy with the way the agency deals with the complaint, then they should be able to take it to a high authority," he said, adding that the move was a test for the agencies to prove their credibility.

Low said the majority of complaints that PCB received had to do with lack of feedback or slow response from government agencies, pointing to a need for each agency to have a more concrete complaints system.

Meanwhile, PCB director Datuk Mahani Tan Abdullah said there is also a proposal to make the public complaints systems in each agency part of its KPI to ensure they handle complaints efficiently.

"We have a circular that is due to be distributed to all the ministries on how to handle complaints. We got some ideas and feedback from them as well," she said.

According to her, this circular will serve as a guideline that agencies must adhere to in dealing with complaints.

"PCB will monitor all the agencies and whether they deal with the complaints satisfactorily," she said.

Mahani said that PCB will always continue to play its traditional role of dealing directly with the public.

"We don't expect it will ever end. But where government agencies and ministries are concerned, we think it is best for the public to deal directly with complaints against them," she said.

She said PCB will be developing new software to facilitate data sharing between the government agencies and PCB so that PCB can monitor all public complaints received in a holistic manner. –The Sun Daily


 

 

 
 
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PUBLIC COMPLAINTS BUREAU
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Prime Minister’s Department
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