The MyAduan Johor integrated complaint system enables the public to be informed in real time about the progress of their complaints. — THOMAS YONG/The Star
JOHOR plans to expand its integrated complaint system to three other councils by the second quarter of 2026, says state executive councillor Datuk Mohd Jafni Md Shukor.
The housing and local government committee chairman said the system MyAduan Johor was in its second testing phase under Johor Baru City Council (MBJB) and had received close to 10,000 complaints in four months.
“We kickstarted the first phase of testing in August, involving coverage of one MBJB zone.
“In the first month alone, we received 699 complaints.
“The number then went up to 1,925 in September, 3,019 in October and 4,137 last month.
“People are using the system. We hope to be able to expand it to include the other local councils under the Greater Johor Baru area by the second quarter of next year,” said Mohd Jafni.
Local councils under the Greater Johor Baru area are MBJB, Pasir Gudang City Council, Iskandar Puteri City Council and Kulai Municipal Council.
Mohd Jafni said the second testing phase of the system, which began early this month, involved all 24 zones under MBJB.
“Only MBJB was involved in the first phase, but for the second phase, we have roped in officers from other government departments and concession companies as well.
Mohd Jafni says existing systems like Sispaa will later be integrated into the MyAduan Johor system.
“They will act as investigation officers to address each complaint within three days, but for matters that are more technical and costly, we would need more time.
“In the first phase, MBJB managed to resolve 80% of the complex complaints it received, which were non-complex ones.”
He said that while the first two phases were meant for MBJB area complaints, the system had also received complaints involving other local councils.
“We have to do it in phases to ensure that the system is stable enough to receive a large number of complaints without crashing.
“So far, it has been smooth, despite also receiving complaints involving other councils before the system is officially expanded to include them.”
Mohd Jafni said that while MyAduan Johor had shown promising results, there were still several issues to be ironed out before it could be expanded.
“The main challenge we face is addressing complaints that fall under the jurisdiction of more than one department.
“Sometimes, the overlap could also include concession companies, making the situation even more complicated.
“This is the kind of issues we have to discuss and address during the testing period,” he said.
Mohd Jafni said MyAduan Johor enabled two-way communication, allowing the public to be informed in real time about the progress of their complaints.
“Existing platforms such as the Public Complaints Management System (Sispaa) will later be integrated into the new system, allowing the public to use just one channel for all their complaints,” he added.
During the tabling of the 2025 Johor Budget in November last year, Johor Mentri Besar Datuk Onn Hafiz Ghazi said the state had allocated RM1.5mil to develop the complaint system in phases.
