PUTRAJAYA, Oct 10 — The initiative to establish the Malaysian Ombudsman, a platform for the public to voice their grievances against the public service delivery system, is an important milestone for the nation in its efforts to improve governance in the public service delivery system, said Chief Secretary to the Government Tan Sri Mohd Zuki Ali.
He said the Ombudsman is an independent body which practices impartiality in resolving maladministration complaints.
The Public Complaints Bureau (BPA), in collaboration with the Prime Minister’s Department, started the initiative to establish the Malaysian Ombudsman the draft of the bill has been prepared and is now in the process of improvement before being submitted to the Attorney-General’s Chambers and subsequently tabled in the Parliament.
“I hope the Malaysian Ombudsman, which will be established soon, can continue the legacy of the Public Complaints Bureau and complement the government in upholding transparency and accountability,” Zuki said at the Public Complaints Bureau Awards Ceremony today.
The text of his speech was read by deputy director-general of Public Service (Operations) Datuk Anesee Ibrahim.
Zuki said if the management of public complaints is made a strategic core in ministries and agencies, Malaysia’s public service will be better as the number of complaints received can be reduced.
“This number of complaints is a measuring stick for the services’ effectiveness. When it comes to effective public complaint management, treating the complaint as a gift is the best and most necessary approach.
“Agencies need to see it as an opportunity to improve our services and not a problem,” he added.
Substantive complaints with merit and reasonable grounds should be used to improve any weaknesses in procedures, customer charters, organisational management, and the service delivery system.
Zuki also asked the complaint managers to apply more flexible elements in finding a solution.
“A complainant-friendly approach can reduce pressure, is not rigid and necessary in various directions, considering that some solutions also require input from various agencies,” he said.
Meanwhile, on the Raqib Madani programme, Zuki requested the programme, implemented in all ministries this year, be extended to the state government administrations.
Raqib Madani is implemented to ensure compliance with the circulars or public complaint management regulations currently in force.
At the event, nine of the 26 ministries evaluated under the Raqib Madani programme received awards for outstanding achievements.
— Bernama
