6,337 complaints on govt agencies
20th July, 2009
KOTA BELUD : The Public Complaints Bureau (PCB) received 6,337 complaints against the public sector agencies in the first six months of this year over dissatisfactory service delivery. Its director (Complaints) Aziz Ismail said of the figure, 4,281 cases or 67.6 per cent were resolved.
He said complaints over delay or inaction made up 31.5 per cent of the total,followed by poor service including at the counters or through the phone (18.4 per cent) and failure to enforce (10 per cent). “Although not all the complaints were on delays in taking action to resolve problems, they nevertheless give negative public perception that the civil service is more of a bane than a boon.
“Therefore, public servants must give satisfactory service to the public as that is what the service is for in the first place,” he said when officiating at a programme on the Integrated Mobile Counter for Complaints organised by the PCB and Kota Belud District Office here yesterday.
Sabah PCB director Georgie Abas and Kota Belud district officer Mohd Najib Muntok were also at the programme where 21 state and federal government agency took part.
Aziz said by going to the ground to meet the people,it was hoped that public service delivery could be enhanced as the community could directly forward complaints,pose queries or make suggestions to improve services.
“This programme is a people-friendly approach to also prove the government’s seriousness in providing efficient,quality service to the public towards improving their quality of life in line with the concept of ‘1 Malaysia, People First, Performance Now’,” he said.
Aziz also urged the public not to make wild accusations that could tarnish the government’s image,but to use the right channels to forward their complaints or suggestions for the good of the nation.