PCB's FEEDBACK ON ARTICLE "PUBLIC SERVICE A LETDOWN" (The Star: 25-07-2012) - JPM
The Public Complaints Bureau (PCB), Prime Minister’s Department wishes to refer to the letter by Tan Sri Ramon Navaratman titled “PUBLIC SERVICE A LETDOWN” (The Star, 25 July 2012) which state that “45% or nearly half of our public complaints end up with bad results. Actions on these complaints are either delayed or ignored”. This may give the impression to the public that 45% of the complaints received were not acted upon by the ministries concerned.
In this regard, we wish to clarify that in 2011, of the total 13,356 complaints received by PCB, 97.7% were resolved. Therefore, most of the complaints received were acted upon by the respective ministries.
Our report also highlighted that between 2010 and 2011, there is a decline in the number of complaints received by PCB from 14,700 (2010) to 13,356 (2011) as the result of the continuous efforts taken by the government to improve service delivery.
We also wish to clarify that in 2011, the Ministry of Natural Resources and Environment resolved 100% of the complaints, Ministry of Housing and Local Government (95.3%), and Ministry of Federal Territories and Urban Well-being (93.6%). Details of the report can be accessed via the PCB Portal (http://www.pcb.gov.my).
We wish to thank the writer for his comments and suggestions and we also wish to express our sincere appreciation to your paper for providing us the opportunity to clarify on this matter.
Dato’ Dr. Tam Weng Wah
Public Complaints Bureau
Prime Minister’s Department
25 July 2012