Public complaints should not be left unanswered without clear action or explanation.
Johor housing and local government committee chairman Datuk Mohd Jafni Md Shukor said each complaint received through MyAduan Johor must be followed by action.
He said the complainant must be informed of follow-up action, on the agency responsible and how long it would take for the issue to be resolved.
“A public complaints system is not merely a channel to receive reports, but must be a more organised and faster government mechanism with clear follow-up action.
“Behind every report are the needs, safety and comfort of the people that we must safeguard,” Mohd Jafni added.
The Bukit Permai assemblyman added that he recently accompanied Johor Mentri Besar Datuk Onn Hafiz Ghazi to attend a briefing on operations of the Johor Baru Integrated Operations Command Centre (JBIOCC) at Menara MBJB.
Mohd Jafni said Onn Hafiz had stressed the need for an effective system, timely resolutions and clear explanations for every complaint.
He added that it was not enough for an issue to be marked as resolved in MyAduan as the public needed to know what action had been taken and who was responsible.
“If something requires a certain period to be resolved, that explanation must reach the complainant,” said Mohd Jafni.
“This is the level of service delivery we want to build – a government that is responsive, transparent and proactively providing feedback to the people.”
Mohd Jafni added that as of Sept 14, MyAduan Johor had received 16,265 complaints, of which 13,030 were resolved, giving the system an 83% resolution rate.
He said a total of 10,279 users registered with the system, while user satisfaction stood at 76%, indicating growing use of digital channels to communicate with the state government.
“The most common complaints involved street lamps, traffic lights, trees, landscaping, roads, street furniture, drainage and irrigation as well as public cleanliness,” he said.
“These issues might appear minor on paper but are closely linked to the daily lives, safety and comfort of residents, requiring local authorities, departments, agencies and concessionaires to respond quickly.”
MyAduan Johor was implemented in stages, beginning with Johor Baru City Council (MBJB) on Aug 1 last year.
It was then expanded to Iskandar Puteri City Council (MBIP), Pasir Gudang City Council (MBPG) and Kulai Municipal Council (MPKu) on April 1 this year.
Mohd Jafni said the phased approach was necessary to ensure the system, manpower, investigation procedures and field operations were stable before being expanded to other local authorities in Johor.
He added that the system had also moved beyond waiting for complaints, with field teams carrying out 2,347 preventive actions covering 56,640km of monitoring.
Quality control procedures were also conducted to ensure cases marked as resolved had been inspected and verified on the ground, he added.
Mohd Jafni said 320 complaints had also been detected through social media, with 282 resolved, while the integration of closed-circuit TV cameras, interactive maps, patrol schedules and field monitoring would be further strengthened.
He added that the initiative required teamwork between local authorities, state and federal agencies, concessionaires and other parties with jurisdiction over reported issues.
MBJB and JBIOCC, he said, played an important role in coordinating operations and field action.
“Technology is only a tool.
“The true measure of MyAduan Johor’s success is when the people can see their problems are heard, action is taken and solutions actually happen on the ground,” he said.
