PUTRAJAYA, MALAYSIA - Government agencies and departments can reduce the number of complaints made against them by almost 30% if they provide timely feedback to complainants, said the Public Complaints Bureau (BPA).
"They cannot be keeping the customer waiting for two or three months without a reply. It's the simple things that make the public upset," said bureau secretary-general Datuk Mahani Tan Abdullah.
The ministries that received the highest complaints were the Home Ministry, followed by the Health, Education, Works and Finance Ministries.
Up to October this year, they received 1041, 411, 404, 402 and 395 complaints respectively.
Mahani said the bureau resolved 7,702 of 8,598 (89.6%) complaints received until October. She added that there was a gradual reduction in the number of complaints from 2010 to last year.
Last year, the bureau received 12,546 complaints compared with 13,356 and 14,700 in 2011 and 2010 respectively.
She said most of the complaints were made when there was no response from the relevant government department.
Mahani said the bureau, which is under the purview of the Prime Minister's Department, can only act as a watchdog in making sure the agencies and departments did their job.
"We can't do their jobs for them. If things are going on as they claim to be, we should just be monitoring and rating them on complaints resolution. We eventually hope that we don't need to be too much of a monitor. They don't need too many people on their backs," she said.
She said other complaints were about non-action or unfair action, lack of public facilities, failure to follow procedures and wrongdoing of civil servants.
The bureau, she added, did not look into matters that were already in court or the various tribunals.