Management of Complaints Against

a) Overview

Committee on Management of Complaints Against PCB (JKPAT) is the committee responsible of investigating and undertaking appropriate measures on complaints pertaining to service delivery of PCB and officer/staff conduct.

The types of complaints that can be made against PCB are :

 

» Delay / No action;

» Unfair action;

» Abuse of power / corruption which is not intended to be profitable;

» PCB officer/staff misconduct; and

» Unsatisfactory service quality.

 

b) Procedures to Make Complaint

No.

Procedures

Catatan

E-mail

JKPAT[at]pcb[dot]gov[dot]my

2

Telephone

03-887225606

3

Fax

03-88889989

4

Letter

Public Complaints Bureau,

P.O. Box 9000,

Kuala Lumpur

u/p : Secretariat,

Committee on Management of Complaints Against PCB (JKPAT)

c) Frequently Asked Questions

1. What can I complain against PCB?

Complaints regarding the quality of services delivered by PCB and PCB officer/staff conduct.

2. Who can complain?

Public.

3. Can I make a complaint against the staff of State Offices?

Yes.

4. What types of complaints made against PCB?

Name, NRIC, Address, Telephone No., E-mail and Details of Complaint. 

5. What happens to my complaint?

    1. Complaints will be tabled to the Committee on Management of Complaints Against PCB (JKPAT) and Working Committee on Management of Complaints Against PCB (JKKPAT).
    2. Investigations will be carried out according to relevance of the complaint.
    3. Action will be taken based on decisions of the meeting and will be informed to the complainant, if necessary.

6. How long will an investigation take?

Standard Operating Procedures (SOPs) of PCB stipulate that complaints must be completed within 3 days. However, the duration for case completion depends on the complexity of the case (e.g. easy, simple or complex).

7. Who are the members of the Committee on Management of Complaints Against PCB (JKPAT) and what is the frequency of this meeting?

(i) JKPAT Committee :

Chairperson - Director General of PCB

Members - Deputy Director General (Complaints)

Deputy Director General (Management)

Secretariat - Assistant Director (Admin)

(ii) Frequency of Meeting

Meetings are held once a week.

 

 

 

 

 

 
CONTACT US
 
PUBLIC COMPLAINTS BUREAU
Prime Minister’s Department
Level 6, Block B1
Federal Government Administrative Centre
62502 Putrajaya, Malaysia
Tel: 603 8000 8000
Fax: 603 8888 3748, 8888 7778
Emel: webmaster[at]pcb.gov.my
 
 
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