THERE has been no development or progress in the Petaling Jaya City Council’s (MBPJ) online complaints system, which was criticised by residents for its lack of accountability.
Residents were unhappy the city council was taking its time to resolve problems with the system.
Section 14 Residents Association (RA) president Selve Sugumaran said MBPJ should not sit on it for too long, as the online complaints system was the only way for residents to channel their grouses.
“There are about 600,000 residents in Petaling Jaya and I assume the system receives an average of 100,000 complaints on a monthly basis.
“What is the point of having a complaints system that does not serve its purpose?,” Selve asked.
He said although residents were issued a reference number, there was no feedback from MBPJ on the complaints after that, and the problems were left unsolved.
He said once the complaints were channelled to the respective departments for action, there was no feedback.
“Residents will definitely assume that the officers are not performing.
“There seems to be no check and balance, and ratepayers are the ones who suffer at the end of the day,” he lamented, adding that the Petaling Jaya mayor should look into the issue of non-performing staff.
L. Anantheswaran, stays in Section 12, said the online complaints system was great, if executed properly.
He said MBPJ should and speed up the process of identifying hiccups in the system.
“I submitted a complaint via the system and a reference number was issued via email.
“However, subsequently, there was no follow-up or feedback on whether the problem was solved.
“Residents had to seek the assemblyman’s help to resolve the matter, which was not their responsibility,” he said, adding that an online system, which was not fully utilised would become a white elephant.
Anantheswaran said residents were fed up that their complaints had fallen on deaf ears.
Gary Yeoh from Maxwell Towers in Bukit Gasing said he had given up on the online complaints system.
“I am disappointed with the lack of speed taken by MBPJ to address the concerns of PJ residents.
“This is a disservice to Petaling Jaya citizens who pay their assessment fees consistently and on time,” he said.
Section 5 Residents Association president Mohamed Rafiq Fazal Din echoed Yeoh’s views.
“They should not take a long time to improve the system, as it is one of the main channels for residents to forward their complaints,” a frustrated Mohamed Rafiq said, adding that he had submitted seven complaints via the system in the past but none were resolved.
Meanwhile, Taman Medan assemblymen Haniza Talha said that identifying the processes involved in handling the complaints was vital.
“The various departments need to communicate effectively, and they cannot be passing the buck from one department to another.
“Problems should be viewed constructively and measures should be taken to tackle them,” Haniza said, adding that an officer should not feel uneasy in highlighting a problem or complaint involving another department, as it was his or her responsibility to address the issue.
She stressed that the only way for MBPJ to improve was to accept constructive criticism and urged the city council to look into improving the way complaints were being handled.
Bukit Gasing assemblyman Rajiv Risyakaran urged MBPJ to come up with a solution, as the online complaints system was one of the main channels for the public to voice their grouses.
The StarMetro reported in March that residents were irked by MBPJ’s online complaints system.
They wanted an improved system to address their complaints effectively and efficiently.
Subsequently, in July during the MBPJ fullboard meeting, MBPJ councillor Sean Oon explained that the system did not involve any software problem but the way it was handled by the departments.
“The complaints unit should be the one to open a file and close it by the end of the day,” Oon proposed, adding that this was an efficient way to have a record of every complaint and to enable the council to track cases, easily.