Set up units to monitor all complaints from the public

At your service: Prime Minister Datuk Seri Anwar Ibrahim during a recent meeting with staff of the PM’s Department at Putrajaya. Accountability of civil servants will be enhanced when they attend to public views, suggestions and complaints. — FAIHAN GHANI/The Star

WE often see in the media views, comments or complaints from the public on services provided by government ministries, departments, agencies and local authorities.

These are the views of the people, so it is imperative that the government and its agencies take them seriously. However, I have observed that these views, comments and complaints are often ignored or not taken seriously by the authorities concerned.

This should not be the case as the image of the public service depends on its efficiency in providing service to the ordinary people.

Civil servants are the medium between the government and the people. As such, weaknesses or shortcomings in their service delivery will create negative perception among the public towards them.

Government agencies and authorities should not view public complaints negatively. Instead, all complaints must be treated positively and deemed as essential feedback to improve service delivery.

They must treat public feedback as a means to gauge their service delivery and use them to improve their existing systems if necessary.

I would like to propose that every government department/ agency establish a dedicated unit to monitor all complaints from the public that appear in the media. A reply must be given, and action taken immediately to rectify the problem. If the complaints are not valid, explain why. If they are genuine, act swiftly to rectify them and let the complainant know the problems are being or have been resolved. This would make the people think that their government is listening to them.

Accountability of civil servants will be enhanced when they attend to public views, suggestions, comments and complaints. At a time when most Malaysians are well informed, educated and capable of thinking critically, we need a transparent and efficient government delivery system.

The civil service can be likened to a company. If the company’s customer service division is responsive towards complaints from customers, it will have a positive reputation. This will help to attract more customers and increase profits. On the other hand, an indifferent customer service will get bad publicity. Imagine the impact on the company’s business if it loses customers and the bad publicity is spread via social media.

I think it’s time the government puts more resources into addressing complaints from the public and resolve them quickly and in a transparent manner without fear or favour.

TAN SRI LEE LAM THYE

Kuala Lumpur