Sunday July 1, 2012
Public dislike slow and non-performing govt bodies the most
MUKAH: Delay and/or non action by public departments and agencies topped the list of five main categories of complaints received by the state Public Complaints Bureau (BPA) last year.
It accounted for 5,975 cases or 44.7% of the total 13,356 complaints received last year. Second on the list were complaints against unsatisfactory quality of service including counters and telephones which made up 2,437 cases (18.2%).
After these are complaints about unfair action with 1,643 cases (12.3%), enforcement failures — 1,122 cases (8.4%), and lack of public facilities — 844 cases (6.3%).
State BPA chief Biti Anggot said based on the top five main complaints, it is hoped that public agencies would enhance their services and always respond to complainants.
“Government employees should realise that the public are their clients, so they should be customer-friendly,” she said at the Integrated Mobile Counter Complaint Programme (KABB), which was launched by Mukah MP Datuk Seri Dr Muhammad Leo Toyad at the old town parking lot here yesterday.
The programme, which was held for the first time here and the second in the state this year, also saw the participation of various government departments and agencies including Talikhidmat 555- 999.
According to Biti, the programme was not aimed at finding fault or weakness of any party. Instead BPA plays a linking or bridging role between government agencies and the public.
She said the 13,356 complaints received last year were electronic messages (5,978), pro-active programmes (2,493), Masja (for BPA employees) (1,943), letters, fax, departmental complaint forms (1,183), walk-in (976), telephones (755), others (21) and SMS at 15888 (seven).
According to BPA’s Client Charter, it manages and solves public complaints against public agencies within 15 working days.