95.6 % public complaints resolved

The Public Complaints Bureau (PCB) received 12,546 complaints last year of which 11,994 or 95.6 percent were resolved.

Director-general Datin Mahani Tan Abdullah said in 2011, PCB received 13,356 complaints of which 13,045 or 97.7 percent were resolved.

The significant drop in the number of complaints received shows the commitment of government departments and agencies in resolving complaints on their own.

"Most of the unresolved complaints are due to budget constraint and the need to amend laws. Such complaints cannot be resolved quickly," she told reporters after attending the Integrated Mobile Complaints Counter programme at Kompleks Pekan Rabu here Thursday.

The programme organised by PCB in collaboration with Langkawi Development Authority (Lada) involving 32 departments and agencies, was launched by the chief executive officer of Lada, Tan Sri Khalid Ramli.

Mahani Tan said from now on, PCB aims to record full settlement for more than 90 percent of the complaints received.

"We want to get complaints fully resolved and not conditional as requiring budget. Some departments and agencies can resolve them even without budget."

She said the government had undertaken measures to improve the management of public complaints.

"Previously, complaints are resolved within 41 days but now they will be resolved within 15 days. The settlement period depends on the type, whether they are complicated or simple."

From Jan 1 to Feb 15, PCB received 1,609 complaints of which 952 or 59 per cent were resolved.