Frequently Asked Questions (FAQ) General Circular Number 2 of 2022 : Improvement of Public Complaint Management
A. DEFINITION AND SCOPE OF MONITORING BY THE PUBLIC COMPLAINTS BUREAU (BPA)
1. What are the characteristics of maladministration complaints?
Answer:
The characteristics of maladministration complaints are non-compliance with:
(i) guidelines;
(ii) standard operating procedures; and
(iii) contravene any law authorizing a public agency.
Examples of maladministration complaints:
(i) The service counter closes earlier than the stated operating time;
(ii) The application is not processed within the prescribed time period; or
(iii) No enforcement action for vehicles parked on the side of the road.
2. Does BPA handle disciplinary cases of public officials?
Answer:
Nope. Disciplinary cases of civil servants are managed by the relevant Civil Service Disciplinary Board based on the Civil Servants (Conduct and Discipline) Regulations 1993.
3. Does the BPA handle cases related to dissatisfaction regarding the marking of the Annual Performance Evaluation Report (LNPT) and promotion matters.
Answer:
Nope. LNPT is managed by the Agency's Human Resource Development Panel (HRDP). Officers need to refer the matter to the PPSM of their respective agencies. Meanwhile, promotion matters are managed by the Promotion Board of the Head of Service of the officer.
4. Are complaints against private parties accepted by BPA?
Answer:
Nope.
B. ROLE OF PUBLIC COMPLAINTS BUREAU
5. What form of training does BPA provide to complaint managers in public agencies?
Answer:
Forms of training provided by BPA to complaint managers in public agencies include:
(i) online training through the Public Complaints Management Module - Public Sector eLearning (EPSA);
(ii) Public Complaint Management System (SISPAA) workshop/ training; and
(iii) Public Complaints Management Module in the Mind Transformation Program.
C. THE ROLE OF PUBLIC AGENCIES IN THE MANAGEMENT OF PUBLIC COMPLAINTS
6. The Ministry/Office of the Secretary to the Government (SUK) which has held a complaint-related meeting chaired by the Deputy KSU/SUK at this time, is it necessary to hold a Meeting of the Ministry's Standing Committee on Complaints Management (JKTPAK)/Standing Committee on State Government Complaints Management (JKTPAN)?
Answer:
The Ministry/SUK Office can continue with the existing meeting by amending the name of the meeting to the JKTPAK/JKTPAN Meeting and ensure that the meeting is held in line with General Circular Number 2 of 2022.
7. Does the Agency Complaints Management Committee (JKPAA) have functions like JKTPAK/JKTPAN?
Answer:
Nope. JKPAA has the role of resolving and monitoring the management of complaints in departments/agencies as well as presenting complaint issues that require the decision of JKTPAK/JKTPAN. While the role of JKTPAK/JKTPAN is to listen, evaluate and certify policy decisions regarding the issues of complaints submitted.
8. Does the membership of the JKPAA meeting also involve officials from the BPA?
Answer:
Nope. The membership quorum of the JKPAA meeting does not involve officials from the BPA. However, the presence of BPA officers at JKPAA is according to the needs of the department/agency.
9. How often should JKPAA meetings be held?
Answer:
The frequency of JKPAA meetings is at least twice a year. However, agencies are recommended to hold meetings every two (2) months or according to the needs of their respective departments/agencies to ensure that complaints can be resolved promptly.
10. When does the 15 working day count for the complaint resolution period for the normal category start?
Answer:
The 15 working day count for the complaint resolution period for the normal category starts when all complaint information is received completely and perfectly.
11. Do agencies that have an existing complaint system other than SISPAA need to integrate the system with SISPAA?
Answer:
Yes. Agencies must implement the integration of the ministry/department/agency complaint system with SISPAA as the main public complaint management system.
12. What is an example of regular complaint management self-regulation practiced by BPA?
Answer:
Examples of internal control and monitoring mechanism actions practiced by BPA are as follows:
(i) carry out Monitoring Meetings and Pending Complaints Resolution on a regular basis;
(ii) updating the public complaint management SOP;
(iii) conduct regular Complaint Inspection Meetings;
(iv) the implementation of mystery shopping against the management of public complaints; and
(v) benchmarking and strategic collaboration with other organizations that have proven successful in implementing reforms and internal improvements.
However, the implementation may be amended subject to the suitability or needs of the department/agency.