Johani (second left) and Mahani (left) visit the Public complaints Bureau (PCB) kiosk at the lobby of the Seremban Municipal Council building. — Bernama photo
SEREMBAN: A total 7,227 complaints against the service delivery systems at the federal and state government levels nationwide were received by the Public Complaints Bureau (PCB) under the Prime Minister’s Department last year.
PCB director-general, Datuk Mahani Tan Abdullah said, of the total, the complaints mostly involved delays or no action taken, comprising 2,736 cases or 37.8 per cent.
“Among the complaints received were miscellaneous (883 cases/12.2 per cent), enforcement failure (857/11.8 per cent), unsatisfactory service including at the counters and via phones (817/11.3 per cent) and failure to follow the stipulated procedures (548/7.6 per cent),” she said.
Mahani was speaking at a news conference after the launching of a PCB kiosk by Negeri Sembilan deputy state secretary (Development) Datuk Johani Hassan at the lobby of the Seremban Municipal Council building, here, yesterday.
She said 6,799 complaints or 94.1 per cent were solved last year, compared to 9,879 received and 6,799 or 96.7 per cent settled in 2013.
On the key performance indicators (KPI) last year, Mahani said the targeted settlement of complaints was 85 per cent but the achievement was 94.1 per cent.
“The target for settlement of complaints within 15 working days last year was 60 per cent, while the achievement was 64.7 per cent. The target for external customer satisfaction last year was 85 per cent but the achievement was 83.1 per cent.”
She said complaints made via the PCB were decreasing each year, indicating improved performance of the government departments and agencies but there was still room for improvement.
“Complaints are necessarily a good indicator for us to measure the effectiveness of government services.
“We need feedback to further improve the service quality. To me, it is good when the number of complaints declines. “It also means that the departments and agencies are increasingly efficient in handling complaints. This is what we want, where each department and agency is capable of managing well any complaints received,” she said. — Bernama