Talib (seated, centre) addresses reporters during the afternoon DUN session. Photo by Chimon Upon
KUCHING: Sarawak’s State Integriti dan Ombudsman Unit (UNION) has received 45 complaints related to the service of state agencies and departments as at the end of last month.
Minister in the Chief Minister’s Department (Integrity and Ombudsman) Datuk Talib Zulpilip said out of the number, 33 (or 75%) had been resolved while the remainder are still in progress for further verification.
He said a significant factor to note is that UNION takes a more systematic and concerted approach in handling and resolving complaints including embarking on in-depth inquiries or investigations into the cases concerned.
He noted that it would accept all complaints and these would be filtered and evaluated by Jawatankuasa Menilai Maklumat (JMM) based on criteria adopted by the International Ombudsman Institute (IOI).
He pointed out that the three main methods of handling complaints are inquiry, mediation and full investigation.
“From experience, the most effective way to resolve complaints would be through informal inquiry which would involve dealing directly with the affected government agency.
“The other method would be through mediation, whereby a consensus would be accepted by all parties concerned,” he said in his winding up speech.
Talib said the complaints that involved serious maladministration in government agencies would be referred to the Jawatankuasa Ombudsman Negeri Sarawak (Sarawak Ombudsman Committee)) and henceforth, a Pasukan Siasatan (Investigation Team) would be formed to undertake a full investigation.
He said the outcome of the investigation would be referred to JONS for decision and thereafter to inform the affected parties accordingly.
He noted that the ultimate objective of UNION in resolving the complaints was to seek redress to any issues affecting the government agencies and to ensure that the state civil service would continue to strive for excellence in its service delivery for the benefit of the rakyat.
He said UNION would continue to disseminate information on its Ombudsman functions to the public through its state-wide outreach programme or ‘Jelajah Integriti’, encompassing all segments of the populace.
“This programme would serve as an avenue for the public to possess a better understanding of the services provided by UNION Ombudsman and a better insight into ways of channeling their grievances or complaints.
“This would also be a platform for UNION Ombudsman to build closer rapport with, and to gain the confidence of the public at large,” he said.