Thursday, October 24

Act urgently on people’s complaints, agencies told

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KUALA LUMPUR: Chief Secretary to the Government, Tan Sri Mohd Sidek Hassan, yesterday stressed that government agencies should act urgently on people’s complaints in line with the needs of the people who always wanted good service and quick response.“They want urgent action. We cannot give answers like ‘still studying’ or ‘still investigating’ in response to their complaints.

“If possible, we want each complaint to be acted on in an hour or in a day, not one week or one month,” he told reporters after launching a call centre for Kuala Lumpur City Hall (DBKL) here.

The centre was for DBKL to receive and channel all complaints to the relevant departments for quick action.

Using the Integrated Public Agencies Com-plaints Monitoring System (i-SPAAA), the centre that has been operating since Jan 1 replaces the Kuala Lumpur Public Complaints System that had been used since 2003.

Mohd Sidek said the centre was seen as meeting the needs of clients who always wanted best services as well as early response to each complaint.

Kuala Lumpur Mayor Datuk Ahmad Fuad Ismail said through the call centre, complaints can be followed up by the relevant departments or branches and complainants would be informed of action taken.

The call centre can be reached at 1-800-88-3255 and was staffed by 21 trained personnel and operates from the first floor of Menara DBKL 2, Jalan Raja Laut.

“It operates 24 hours including weekends and public holidays.

“However, after 5pm till 8am on working days, weekends and public holidays, only emergency complaints will be acted upon immediately while normal complaints will be acted upon the following days,” he said. — Bernama