SHAH ALAM, 30 Sept: A task force will be formed to review and recommend improvements in the public complaints management process to enhance effectiveness of the Petaling Jaya City Council (MBPJ) services delivery system.
The MBPJ Public Relations Unit Media Secretary said that the initiative to streamline the Customer Relations Management System (SPPP) involves the classification of public complaints to 4 levels; critical, urgent, normal and not critical; the preparation of the Standard Operating Procedure (SOP) and the provision of Service Level Agreement (SLA).
“All complaints, criticisms and suggestions form the public is seen as a process of giving constructive feedback, positive and towards improvement.
The SPPP enables and facilitates complaints made by the residents of Petaling Jaya to be recorded, monitored and acted upon by the department or division concerned.
The special committee will be chaired by the Zone 20 Council Member, Sean Oon Chong Ling, and consists of three more Council Members, namely Tang Fui Koh, Ang Ming Ern and Azizi Ariffin, and all departments involved in the management of public complaints.
Every Wednesday is designated as a day to monitor actions taken on complaints by departments or divisions involved. The first Friday of each month is designated as the day for the public to file complaints directly to MBPJ officers.
“MBPJ approach it with an open attitude and care about community issues related to our services,” the statement said.
The public can lodge complaints through the MBPJ Council hotline at 03-7954 2020, e-mail [email protected], website www.mbpj.gov.my, short messaging system (SMS) to 33213 or fax to 03-7955 1804.
NS
