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Main grouses against ministries: delays, bad service, unfair action

KUALA LUMPUR, 15 Oct 2008: Delays, unsatisfactory service and unfair action top the list of complaints lodged against the ministries, which were received by the Public Complaints Bureau last year.

The Internal Security Ministry had the most complaints with 223 followed by the Energy, Water and Communication Ministry (188), Finance Ministry (161), Education Ministry (133), Works Ministry (132) and Natural Resources and Environment (127).

The bureau’s 2007 annual report said the Science, Technology and Innovation Ministry and International Trade and Industry Ministry had the least number of complaints, with one each.

At the agency level, the Royal Malaysian Police received the most complaints with 206, followed by the Public Works Department (126) and Tenaga Nasional Berhad (114).

Selangor topped the states with 285 complaints followed by Johor (221), Kedah (173), Pahang (103), Perak (95), Penang (88), Kelantan (63), Terengganu (52), Negeri Sembilan (35), Malacca (29), Perlis (5), Sarawak (3) and Labuan (1).

Of the total of 5,347 complaints against ministries and state governments, 4,762 have been settled.

A total of 3,272 complaints were against ministries while the remainder 1,490 were against state governments.

The report said of the 820 complaints brought forward from 2006, 799 had been settled.

Public feedback showed that the Customer Satisfaction Index had improved, with the excellence level rising from 35% in 2006 to 42.6% in 2007 and the weakness level dropping from 7.7% to 3.8% in the same period. — Bernama


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