FAR too often we hear of citizens’ complaints and enquiries deposited at various government offices – from the Prime Minister’s office to the smallest government agency or local authority – going unanswered. In fact, I think it is not an exaggeration to say that this culture of not responding to letters of complaint, requests, invitations, expressed concerns and enquiries is endemic among civil servants and those in authority.
Why is this so? Why do administrators and leaders, as guardians of our nation, ignore this basic principle of human communication where replying to a letter is a professional courtesy and should be upheld as a basic human responsibility?
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