Jan 5, 2010
Respond quickly, govt agencies urged
KUALA LUMPUR: Chief Secretary to the Government Tan Sri Mohd Sidek Hassan said government agencies should give urgent attention to complaints in line with good service.
“They want urgent action. We cannot give the “still investigating” 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 said, after launching a call centre for Kuala Lumpur City Hall (DBKL) here yesterday.
The centre was for DBKL to receive and channel all complaints to the relevant departments for immediate action.
Using the Integrated Public Agencies Complaints Monitoring System (iSPAAA), the centre has been operating since Jan 1. It replaces the Kuala Lumpur Public Complaints System that had been used since 2003.
Mohd Sidek said the centre was a good move towards meeting the needs of clients who always wanted the best services as well as quick responses.
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 actions being taken.
The call centre can be reached at 1800883255. It has 21 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 until 8am only emergency complaints will be acted upon immediately while normal complaints will be acted upon the following day,” he said. — Bernama
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