SHAH Alam City Council (MBSA) has issued an apology following a short video being shared on social media showing a counter staff member at the Kota Kemuning branch shouting and confronting a customer.
MBSA corporate and public relations head Shahrin Ahmad said the city council apologised over the incident that occurred on April 26 and gave assurance that such an incident would not recur.
In recounting the incident, he said there was a miscommunication between both sides when a customer was asked to take a queue number.
“MBSA has carried out an internal investigation. It showed that the incident was a miscommunication between the customer and the counter staff member.
"Another staff managed to resolve the tiff after the customer accepted a queue number and went ahead with the business of renewing his licence,” he said.
In the video, a female staff was seen trying to calm the situation and told the person recording the incident to stop filming.
Shahrin said on May 11, the customer involved in the misunderstanding uploaded the video on social media, resulting in the incident being widely shared on many platforms.
“MBSA will strive to improve. We welcome opinions and suggestions from all parties to improve our services,” he said.