Mohd Zulkurnain (right) says he has directed all MBSJ personnel to look into complaints under its purview, irrespective of the platform used to lodge them.
SUBANG Jaya City Council (MBSJ) has been facing problems tracking down action taken on complaints involving other agencies since it migrated to a new complaints platform last month.
Effective March 1, MBSJ migrated to a platform called Sistem Pengurusan Aduan Awam (Public Complaints Management System or Sispaa), where complaints could be lodged through the mbsj.spab.gov.my website or Respons Rakyat app.
Both platforms are part of the Sispaa system that is used nationwide.
MBSJ Corporate and Strategic Management Department director Muhammad Azli Miswan said, “It is a challenge to keep track of complaints when the complaint is directed to the right agency for action to be taken, but the complainant expects another agency to follow up on it.
Complaints on matters under MBSJ can be lodged via the council’s website.
“For example, a complaint on rubbish collection in a housing area in Subang Jaya would be directed to KDEB Waste Management (KDEBWM) to take action. But the complainant would then want MBSJ to follow up on the same complaint.
“However, we are unable to do so through Sispaa.
“We have brought this up to the Public Complaints Bureau, the federal agency in charge of developing Sispaa, so it can fine-tune the platform.”
Muhammad Azli said the other challenge was when complainants gave incomplete details such as incomplete address or cellphone number, making it difficult to determine if a complaint was genuine or not.
Subang Jaya deputy mayor Mohd Zulkurnain Che Ali said the state government had mandated all local authorities in Selangor to use only the Sispaa system for complaints.
“KDEBWM is the agency in charge of collecting domestic waste in residential areas,” he said at the MBSJ headquarters.
The Respons Rakyat app can also be used to lodge complaints to MBSJ.
“For commercial and industrial areas, the business operator has to appoint its own contractor, based on a list of recommended contractors given by MBSJ.
“KDEBWM does not collect waste in those areas. As such, problems arise when irresponsible business operators choose to leave their rubbish on roadsides.
“This is a common problems at shoplot areas. The rubbish piles up and becomes a public nuisance.”
However, Mohd Zulkurnain said he had directed all MBSJ personnel to look into complaints under its purview, irrespective of the platform used to lodge them.
“Residents won’t care what complaint platform is used. They just want action taken and the problem resolved,” he said.
He added that common complaints included uncollected domestic and bulk rubbish, potholes, malfunctioning streetlights and fallen trees.
