10 DAYS TO SOLVE/SETTLE PUBLIC COMPLAINTS
“The Bureau was set up to enable the public to lodge their complaints. We are here for the people and we will solve all their problems,” he said, during a meet-the-client session at the Bureau’s office at Menara MAA here yesterday.
Any public complaint would be followed up within 48 hours after it has been lodged, according to him.
“Within 48 hours after a complaint is made, we will follow up and get feedback from the complainant. This is to ensure all complaints made are dealt with as
efficiently as possible,” he said, adding that all complaints would be solved or settled within 10 working days.
Between 1975 (its inception) and November last year, the Bureau, which is under the Prime Minister’s Department, has received a total of 7,351 complaints, with 5,964 of those cases having been solved since, said Murugiah.
“This is a huge record from the Bureau by solving 81 percent of the total complaints made by the public. They should be proud of the achievement,” he said, adding that the effort of the Bureau is in line with Prime Minister Datuk Abdullah Ahmad Badawi’s wishes for a smooth delivery system in all Government Service Departments.
The best records of the Bureau involved resolving 288 complaints in a day and 2,836 complaints in a month, said Murugiah.
“Most of the complaints lodged were through Government agencies and Departments, with the Royal Malaysian Police receiving the most complaints (252 cases) in 2008,” he said, adding that other bodies such as Public Works Department, Tenaga Nasional Berhad and Sabah Education Department received 149, 107 and 101 complaints respectively.
Murugiah said the public had begun to understand the role played by the Bureau in solving public complaints, and to achieve the Vision 2020, every Bureau officer would be provided with up-to-date information to help address the people’s needs.
“We are not a rubber-stamp like the Post Office, where we will mail a complaint to other departments to solve. The Bureau is a public complaints department and we will solve all public complaints” he said.