New way to track complaints


  • Community
  • Saturday, 04 Jul 2015

Keeping it clean: (From left) Tang Tung Ai, Ang, Gabriel and a MBPJ representative showing the MyCleanCity app on their gadgets.

PETALING Jaya residents can now lodge their complaints via smartphone by downloading the MyCleanCity app.

The app has been synced with the Petaling Jaya City Council’s (MBPJ) complaints system.

It was introduced by the Centre to Combat Corruption and Cronyism (C4).

“This app can help make the complaints system more transparent,” said C4 founding director Cynthia Gabriel, who is also a MBPJ councillor.

Residents have often expressed frustration about the efficiency and effectiveness of the complaints system.

With the app, they can trace their complaints and track the progress through the time frame set by MBPJ.

MBPJ is also the first council in the country to have the Service Level Agreement (SLA) system, which allows ratepayers to monitor complaints and ensure MBPJ follows the deadlines set.

“All complaints will be compiled every Friday and discussed during a meeting every Monday together with the mayor,” said Gabriel.

Officers will be answerable to unattended complaints as well as the work progress.

“This is especially for complaints which fall in Category One and Two which should be tackled immediately,” she said.

In MBPJ, there are four categories of complaints with the first two categories comprising complaints involving the public’s safety or damage to property.

The timeline for action to be taken is within 24 hours for Category One and 48 hours for Category Two.

Meanwhile, Category Three and Four would take from two weeks or longer depending on the nature of the complaint.

If there is a broken drain, for example, officers have to assess the damage and the cost of repairs.

If it involves major work, a tender process has to be initiated.

“We launched the pilot phase in February and received about 150 complaints, mostly on potholes,” said Gabriel.

They are expecting to get about 500 complaints a month via the app.

MBPJ averages about 2,000 complaints per month through multiple channels like Facebook, telephone, email and walk-ins.

Also at the launch was C4’s technical consultant Sean Ang who said more features will be added to the app.

Currently, complaints are based on categories such as clogged drains, rubbish and potholes.

“The system will not accept repeat complaints.

“If someone already complained at MBPJ and does it again on our app, it will say that complaint is already in the system,” said Ang.

He added the centre also introduced a section called Catch the Culprit so residents could be the council’s eyes and ears.

They can name and shame someone caught in the act of illegal dumping or double parking, for example.

The website has five categories namely dirty back lanes, dirty toilets in eateries, illegal dumping, illegal parking and Ah Long advertisements.

Residents are encouraged to take a photo and upload it.

The mobile app is free to download at both the Apple App Store or Google Play.

For information, go to mycleancity.my/
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