Annual Report 2007.pdf

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B P A M A L A Y S I A S E D I A M E M B A N T U P U B L I C C O M P L A I N T S B U R E A U PUBLIC COMPLAINTS BUREAU / PRIME MINISTER’S DEPARTMENT BIRO PENGADUAN AWAM JABATAN PERDANA MENTERI MALAYSIA Laporan Tahunan 2007 BIRO PENGADUAN AWAM

Transcript of Annual Report 2007.pdf

Page 1: Annual Report 2007.pdf

BPA MALAYSIASEDIA

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Laporan Tahunan 2007biro pengaduan awam

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Laporan Tahunan 2007 Biro Pengaduan Awam,

Jabatan Perdana Menteri

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LAPORAN TAHUNAN 2007BiRO PeNgAdUAN AwAm

BiRO PeNgAdUAN AwAmJABATAN PeRdANA meNTeRi

BPA MALAYSIASEDIA

MEMBANTU

PU

B

LICCOMPLAINTS BU

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EA

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LAPORAN TAHUNAN 2007BiRO PeNgAdUAN AwAm

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Laporan Tahunan 2007 Biro Pengaduan Awam,Jabatan Perdana Menteri

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ISI KANDUNGANPerkara Muka Surat

Perutusan Menteri Di Jabatan Perdana Menteri vii

Prakata Ketua Setiausaha Negara viii

Kata-kata Aluan Ketua Pengarah ix

Objektif Biro Pengaduan Awam x

Dasar Kualiti Biro Pengaduan Awam xi

Visi Biro Pengaduan Awam xi

Misi Biro Pengaduan Awam xi

Piagam Pelanggan Biro Pengaduan Awam xii

Ahli-ahli Jawatankuasa Tetap Pengaduan Awam xiii

Ahli-ahli Lembaga Penasihat xv

Bab 1 Pendahuluan 1

Bab 2 Jawatankuasa Tetap Pengaduan Awam 13

Bab 3 Analisa Aduan 21

Bab 4 Aktiviti dan Program BPA 39

Senarai Lampiran

Lampiran I Ibu Pejabat dan Pejabat Negeri BPA 49

Lampiran II Senarai Pegawai Biro Pengaduan Awam 51

Lampiran III Borang Maklum Balas BPA 55

Lampiran IV Contoh Surat Penghargaan Daripada Pengadu 56

Lampiran V Akta Lembaga Lebuhraya Malaysia 1980 72

Lampiran VI Surat Pekeliling Perkhidmatan Bilangan 2 Tahun 2008

73

Lampiran VII Statistik Aduan Mengikut Kategori Bagi Kementerian Tahun 2007

76

Lampiran VIII Statistik Aduan Mengikut Kategori Bagi Negeri Tahun 2007

85

Lampiran IX Aktiviti BPA Tahun 2007 90

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INDEKS JADUAL DAN CARTASenarai Jadual Muka Surat

Jadual I Jumlah Aduan Yang Diterima dan Diselesaikan oleh BPA Pada Tahun 2007

8

Jadual II Sumber Penerimaan Aduan oleh BPA Pada Tahun 2007

9

Jadual III Perbandingan Kadar Penyelesaian Aduan Sebenar oleh BPA Bagi Tahun 2006 dan 2007

9

Jadual IV Perbandingan Tahap Kepuasan Pelanggan Terhadap Perkhidmatan BPA bagi Tahun 2006 dan 2007

11

Jadual V Bilangan Aduan Yang Disiasat Terhadap Kementerian Tahun 2007

23

Jadual VI Sepuluh (10) Agensi Kementerian Yang Menerima Aduan Tertinggi Pada Tahun 2007

26

Jadual VII Bilangan Aduan Yang Disiasat Terhadap Kerajaan Negeri Tahun 2007

27

Jadual VIII Kategori Aduan Terhadap Perkhidmatan Awam Pada Tahun 2007

29

Jadual IX Bilangan Program Pro-Aktif Yang Dijalankan oleh Pejabat Negeri BPA Pada Tahun 2007

41

Jadual X Program MESRA Pada Tahun 2007 42

Jadual XI Program KAB Pada Tahun 2007 43

Jadual XII Program KABB Pada Tahun 2007 44

Jadual XIII Tinjauan Maklum Balas Bil. 1/2007 45

Jadual XIV Tinjauan Maklum Balas Bil. 2/2007 46

Senarai Carta

Carta I 10 Kementerian Yang Mempunyai Aduan Yang Tertinggi Pada Tahun 2007

25

Carta II Bilangan Aduan Yang Disiasat Terhadap Kerajaan Negeri Pada Tahun 2007

28

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ahniah diucapkan kepada Biro Pengaduan Awam kerana telah berjaya menerbitkan Laporan Tahunan 2007. Laporan ini bertujuan untuk memaklumkan kepada orang awam berkenaan aduan yang telah diterima, disiasat dan diselesaikan oleh BPA sepanjang tahun 2007.

Saya berharap agar setiap Jabatan yang ada menerima aduan akan melihat aduan tersebut dari sudut positif sebagai satu langkah untuk memperbaiki dan mempertingkatkan lagi kualiti perkhidmatan Kerajaan. Pengurusan aduan merupakan satu perkara penting yang perlu diambil tindakan segera. Setiap aduan yang diterima dan berjaya diselesaikan harus dikaji dengan teliti agar tidak akan berulang.

Perkembangan bidang teknologi maklumat serta harapan baru pelanggan meletakkan Perkhidmatan Awam pada kedudukan yang berlainan. Oleh itu setiap penjawat awam tidak hanya meletakkan harapan tersebut di bahu Ketua Jabatan masing-masing sebaliknya bersama-sama berusaha ke arah kebaikan bagi memastikan perkhidmatan yang diberikan sentiasa relevan.

PerutusanMenteri Di Jabatan Menteri

(TAn Sri BernArd GiLuk doMPok)

T

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Assalamualaikum warahmatullahi wabarakatuh dan Salam sejahtera.

Kerajaan sentiasa menggalakkan orang ramai untuk mengemukakan maklum balas

mahupun aduan berkenaan perkhidmatan yang diberikan oleh agensi kerajaan. Maklum

balas atau aduan yang dikemukakan adalah merupakan reality check atau petunjuk

kepada tahap perkhidmatan yang disediakan, ke arah penambahbaikan berterusan dalam

menyediakan perkhidmatan yang terbaik dan berkualiti kepada rakyat.

Sehubungan itu, sebarang maklum balas dan aduan perlu diterima secara positif

dan terbuka oleh semua agensi kerajaan bagi menyemak prestasi perkhidmatan masing-

masing. Namun apa yang lebih penting ialah sikap peka terhadap aduan pelanggan

perlu dijadikan fokus utama oleh setiap agensi, dengan bertindak secara responsif serta

efektif dalam menangani aduan yang telah dikemukakan oleh orang ramai. Dengan

berbuat demikian, orang ramai akan lebih yakin kepada perkhidmatan awam.

Semoga anggota perkhidmatan Awam akan terus berusaha meningkatkan sistem

penyampaian perkhidmatan agar lebih cekap, berkesan dan berkualiti demi memenuhi

tuntutan dan keperluan semua lapisan pelanggan.

(TAn Sri Mohd Sidek Bin hASSAn)

PrakataKetua Setiausaha Negara

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BPA telah menerima sebanyak 5,347 aduan terhadap kementerian dan Kerajaan Negeri sepanjang tahun 2007. Daripada jumlah ini, 2,941 aduan adalah kes sebenar dan 2,406 merupakan perkara am. Terdapat peningkatan sebanyak 707 (15.2%) aduan yang diterima berbanding dengan tempoh yang sama pada tahun 2006, yang mana BPA telah menerima aduan sebanyak 4,640 aduan. Secara keseluruhannya, saluran elektronik (e-mel dan laman web) merupakan saluran aduan yang paling banyak menerima aduan, iaitu sebanyak 2,022 (37.8%) aduan. Ini menunjukkan orang ramai kini menginginkan capaian yang mudah dan kepantasan dalam mendapatkan maklum balas.

Bagi membantu lebih orang ramai menggunakan laman web bagi membuat aduan, beberapa penambahbaikan telah pun dilaksanakan. Sebagai contoh, laman web adalah lebih interaktif, maklumat sentiasa dikemas kini serta kepelbagaian bahasa bagi soalan lazim dan borang aduan telah diadakan. Bagi menguruskan pemantauan berita dan aduan dalam surat khabar mengenai perkhidmatan awam degan lebih sistematik, BPA telah membangunkan satu modul khas dalam i-Aduan BPA yang digunakan oleh semua kementerian. Untuk mewujudkan satu sistem aplikasi pengurusan aduan awam yang sistematik dan seragam untuk diguna pakai di semua kementerian, Projek Sistem Pemantauan Aduan Agensi Awam (iSPAAA) di bawah peruntukan pembangunan Rancangan Malaysia Ke-9 telah dimulakan pada akhir tahun 2007. Ia dijangka siap sebelum akhir tahun 2008.

Pada tahun 2007, BPA telah membuka 5 cawangan baru, iaitu di negeri Perak, Pahang, Melaka, Sabah dan Sarawak. Pejabat di Melaka akan menguruskan aduan bagi Melaka dan Negeri Sembilan. Pembukaan pejabat negeri yang baru memudahkan lebih orang ramai mendapatkan perkhidmatan BPA.

Akhir kata, saya mengucapkan ribuan terima kasih kepada Pengerusi dan ahli-ahli Jawatankuasa Tetap Pengaduan Awam (JKTPA), semua Ketua Setiausaha Kementerian, Setiausaha Kerajaan Negeri, Ketua Agensi dan Jabatan serta Pegawai Perhubungan Aduan di peringkat persekutuan dan negeri atas jalinan kerjasama yang erat dalam membantu BPA menyelesaikan aduan orang ramai dengan sempurna dan cepat.

Kata-kata AluanKetua Pengarah Biro Pengaduan Awam

(dr. ChuA honG TeCk)

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UNTUK menyelesaikan aduan dengan cekap, adil dan berkesan berdasarkan Piagam Pelanggan BPA;

UNTUK meningkatkan kadar penyelesaian aduan yang diterima daripada orang awam;

UNTUK menyedia dan meningkatkan kemudahan membuat aduan kepada orang awam;

UNTUK mengurangkan aduan yang berulang-ulang terhadap Perkhidmatan Awam;

UNTUK memperkenalkan pembaharuan dan inovasi berasaskan aduan awam;

UNTUK memberi khidmat nasihat kepada agensi bagi meningkatkan sistem pengendalian aduan awam yang berkesan;

UNTUK mengesan isu-isu yang boleh menjadi punca aduan orang awam; dan

UNTUK mendapatkan maklum balas orang ramai bagi menjayakan program pembangunan Kerajaan.

OBJEKTIf BIRO PENGADUAN AwAM

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DASAR KUALITIBIRO PENGADUAN AwAM

Kami adalah komited kepada perkhidmatan dan layanan yang berkualiti dan berdedikasi dalam penyelesaian aduan bagi memenuhi kehendak pelanggan selaras dengan Sistem Pengurusan Kualiti yang diwujudkan.

Kami juga komited membuat penambahbaikan yang berterusan ke atas Sistem Pengurusan Kualiti dan menilai semula semua objektif kualiti yang ditetapkan bagi memastikan ianya sentiasa sesuai mengikut kehendak pelanggan.

VISI

Menjadi sebuah organisasi pengurusan dan pengesanan aduan awam serta sumber maklum balas yang terunggul serta menyumbang ke arah mewujudkan Perkhidmatan Awam yang cemerlang.

MISI

Berkhidmat kepada orang ramai dalam menyelesaikan aduan terhadap sektor awam serta mendapat maklum balas awam terhadap dasar dan program Kerajaan ke arah mempertingkatkan kualiti Perkhidmatan Awam.

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PIAGAM PELANGGANBIRO PENGADUAN AwAM

BPA, sebagai pusat tumpuan pengendalian pengaduan orang awam terhadap Agensi Kerajaan, dengan ini memberi pengakuan untuk:

Menerima setiap aduan orang ramai tanpa prasangka.•

Melayani setiap pengadu yang hadir ke pejabat dalam •tempoh 5 minit setelah kehadiran mereka.

Mengeluarkan Surat Akuan Terima dengan serta-merta •kepada pengadu yang hadir sendiri dan dalam 5 hari bekerja melalui surat menyurat.

Membuat siasatan dengan Agensi-agensi yang terlibat dalam •tempoh 10 hari bekerja selepas aduan diterima oleh Ketua Penolong Pengarah (Aduan) dan Pengarah Negeri.

Menyiasat aduan yang di ter ima dengan adi l dan •saksama.

Memberitahu pengadu kedudukan siasatan aduannya •sekurang-kurangnya sebulan sekali sehingga aduan dapat diselesaikan.

Memaklumkan keputusan penyelesaian siasatan atau •semakan aduan kepada pengadu tidak melebihi 5 hari bekerja setelah keputusan dibuat.

SekirAnYA JAnJi-JAnJi YAnG TerSeBuT di ATAS TidAk diTunAikAn, SiLA BerJuMPA TiMBALAn keTuA PenGArAh ATAu keTuA PenGArAh.

BPA“Sedia Membantu”

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Y. Bhg. Dato’ Haji Yaccob bin HussinKetua Pengarah,Unit Pemodenan Tadbiran dan Perancangan Pengurusan Malaysia(Sehingga 31 Mei 2007)

Y. Bhg. Dato’ Normah binti Md YusofKetua Pengarah,Unit Pemodenan Tadbiran dan Perancangan Pengurusan Malaysia(Mulai pada 1 Jun 2007)

PENGERUSI

Y. Bhg. Tan Sri Mohd Sidek bin HassanKetua Setiausaha Negara

AHLI-AHLI

Y. Bhg. Tan Sri Ismail bin AdamKetua Pengarah Perkhidmatan AwamJabatan Perkhidmatan Awam

AHLI-AHLI JAWATANKUASA TETAPPENGADUAN AWAM

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Y. Bhg. datuk Seri Panglima haji Ahmad Said bin hamdanKetua PengarahBadan Pencegah Rasuah (Mulai pada 1 April 2007)

Y. Bhg. dato’ Mokhtar bin AbasTimbalan Ketua Setiausaha KananJabatan Perdana Menteri

SeTiAuSAhA

Y. Brs. dr Chua hong TeckKetua PengarahBiro Pengaduan Awam

Y. Bhg. datuk Seri Zulkipli bin Mat noorKetua PengarahBadan Pencegah Rasuah (Bersara wajib pada 31 Mac 2007)

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AHLI-AHLI LEMBAGA PENASIHAT

Y. Bhg. Tan Sri Abdul halim Ali PengerusiPengerusiMultimedia Development Corporation Sdn. Bhd.

Y. Bhg. dato’ Sri dr. Sulaiman Mahbob AhliKetua PengarahUnit Perancangan Ekonomi

Y. Bhg. Tan Sri khalid bin ramli AhliKetua PengarahUnit Penyelarasan dan Pelaksanaan

Y. Bhg. dato’ haji Yaacob bin hussin AhliKetua PengarahUnit Pemodenan Tadbiran dan Perancangan PengurusanMalaysia(Sehingga 31 Mei 2007)

Y. Bhg. dato’ dr. haji Malek Shah bin haji Mohd. Yusoff AhliPengarahInstitut Tadbiran Awam Negara(Sehingga 20 Julai 2007)

Y. Brs. dr. Muhamad bin hamzah AhliPengarahInstitut Tadbiran Awam Negara(Mulai 27 Ogos 2007)

Y. Bhg. datuk dr. Mohd Tap bin Salleh AhliPresidenInstitut Integriti Malaysia

Y. Bhg. dato’ Mohd Annuar Zaini AhliPengerusiPertubuhan Berita Nasional Malaysia

Y. Bhg. dato’ Syed Amin Aljeffri AhliPresidenDewan Perniagaan Melayu Malaysia Kuala Lumpur

Y. Bhg. datuk Marimuthu nadason AhliPresidenPersatuan Pengguna Malaysia

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Y. Bhg. dato’ dr. nellie S.L Tan – Wong AhliTimbalan PengerusiWomen’s Institute of Management

Y. Brs. Prof. Madya dr. Medeline Berma AhliAssociate ProfessorFakulti Ekonomi dan PerniagaanUniversiti Kebangsaan Malaysia

Y. Bhg. datuk Patrick Sindu AhliPresidenPersatuan Pengguna Sabah dan Wilayah Persekutuan Labuan

Y. Bhg. datuk dr. Clarence Bongkos Malakun AhliPresidenMajlis Jaksa-jaksa Pendamai Sabah

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BaB 1Pendahuluan

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BAB I

Pendahuluan

TUJUAN1.

Laporan Tahunan 2007 ini dikeluarkan sejajar dengan kehendak Para 12, Pekeliling Kemajuan Pentadbiran Awam (PKPA) Bil. 4 Tahun 1992 yang bertujuan untuk memaklumkan kepada orang awam mengenai aduan-aduan yang diterima dan tindakan yang diambil oleh agensi Kerajaan bagi mempertingkatkan kepercayaan dan keyakinan orang awam terhadap BPA khasnya dan Kerajaan amnya. Laporan ini juga boleh menjadi input yang berguna kepada agensi-agensi awam untuk mengenalpasti kelemahan mereka agar ia tidak berulang dan tindakan penambahbaikan dapat diambil.

PERANAN DAN FUNGSI BIRO PENGADUAN AWAM (BPA)2.

2.1 Penubuhan BPA telah diumumkan secara rasmi pada 23 Julai 1971 bertujuan untuk menjadi badan pengawas bagi menjamin pentadbiran yang cekap dan adil. BPA pada masa itu hanya berperanan untuk memberi maklum balas kepada Kerajaan. Pada asalnya fungsi BPA adalah:-

2.1.1 merupakan penghubung di antara Kerajaan dengan orang ramai; dan

2.1.2. mewujudkan satu saluran yang membolehkan orang ramai mengemukakan kesulitan mereka semasa berurusan untuk mendapatkan perkhidmatan daripada agensi Kerajaan atau pengaduan terhadap sesuatu tindakan pentadbiran Kerajaan yang dirasai tidak adil.

2.2 Bidang tugas dan tanggungjawab BPA telah dipertingkatkan lagi melalui Pekeliling Kemajuan Pentadbiran Awam (PKPA) Bil. 4 Tahun 1992. Pekeliling ini adalah bertujuan untuk mewujudkan satu sistem pengendalian pengaduan awam agar tindakan-tindakan segera dan lebih berkesan diambil terhadap aduan-aduan yang diterima daripada orang awam.

2.3. Pekeliling ini juga telah menjelaskan tujuan dan peranan yang perlu diambil oleh setiap kementerian/pentadbiran Kerajaan Negeri/Jabatan Persekutuan/Badan Berkanun Persekutuan/Pihak Berkuasa Tempatan dalam pengendalian aduan awam.

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2.4 BPA menjadi pusat tumpuan pengaduan awam dan bertanggungjawab bagi melaksanakan sistem pengendalian pengaduan awam dengan fungsi dan tanggungjawab-tanggungjawab berikut:

menerima aduan awam mengenai ketidakpuasan hati mereka terhadap i. sebarang tindakan pentadbiran Kerajaan;

menyiasat aduan-aduan awam yang mempunyai asas;ii.

melapor dan memperakukan hasil siasatan mengenai aduan-aduan iii. itu kepada Jawatankuasa Tetap Pengaduan Awam (JKTPA) dan Pihak Berkuasa tertentu;

menyampaikan keputusan JKTPA kepada Kementerian, agensi Kerajaan iv. dan Pihak Berkuasa Tempatan yang berkenaan untuk tujuan rawatpulih dan pembetulan; dan

mengesan dan mengawasi tindakan pembetulan yang diambil oleh v. Kementerian, agensi Kerajaan dan Pihak Berkuasa Tempatan dan seterusnya memberi maklumbalas kepada JKTPA.

2.5 BPA telah menyediakan sistem pengendalian pengaduan awam yang cekap dan berkesan dengan ciri-ciri seperti berikut:-

i. semua aduan diselesaikan dengan cepat, tepat, adil dan cermat;

ii. aduan diuruskan dengan jujur, berkecuali dan identiti pengadu dirahsiakan (atas permintaan pengadu); dan

iii. tindakan pemulihan adalah adil, objektif dan telus.

3. IBU PEJABAT BPA DAN PEJABAT NEGERI

3.1 Ibu Pejabat BPA terletak di Aras 6, Blok B1, dan Aras 1, Blok B8, Pusat Pentadbiran Kerajaan Persekutuan, Putrajaya.

3.2 BPA mempunyai sembilan pejabat negeri, iaitu pejabat Negeri Pulau Pinang, Perak, Kuala Lumpur, Melaka, Johor, Pahang, Terengganu, Sabah dan Sarawak. Setiap Pejabat Negeri BPA mempunyai seorang Pengarah dan dibantu oleh kakitangan sokongan yang lain.

3.3 Sila rujuk kepada Lampiran I bagi alamat, nombor telefon dan nombor faksimili pejabat BPA.

3.4 Senarai pegawai Ibu Pejabat dan Pejabat Negeri BPA adalah seperti Lampiran II.

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4. CARA-CARA MEMBUAT ADUAN

4.1 Cara-cara untuk membuat aduan terhadap Perkhidmatan Awam kepada BPA adalah seperti berikut:

i. Melalui surat

Aduan boleh ditulis dan dihantar ke Ibu Pejabat BPA, Pejabat Negeri BPA di seluruh negara atau Peti Surat 9000, 50590 Kuala Lumpur (tanpa setem).

ii. Hadir Sendiri

Pengadu boleh hadir sendiri ke Ibu Pejabat BPA dan Pejabat Negeri BPA di seluruh negara.

iii. Laman web : www.bpa.jpm.my

iv. E-mel : [email protected]

v. Telefon : 03-8888 7777

vi. Faks : 03-8888 7778 / 3748

5. TAKRIFAN ADUAN

5.1 Aduan Awam

Aduan awam adalah aduan orang ramai mengenai ketidakpuasan mereka terhadap sebarang tindakan pentadbiran Kerajaan (termasuk agensi yang diswastakan dan institusi yang berbentuk monopoli dan membekalkan keperluan awam (public utilities) yang dirasai tidak adil, tidak mematuhi undang-undang dan peraturan yang sedia ada termasuk salahlaku, penyelewengan, salahguna kuasa, salah tadbir dan seumpamanya. Pengaduan awam meliputi semua aspek pentadbiran Kerajaan termasuk agensi Kerajaan yang diswastakan. Perkara-perkara yang berada di bawah bidang kuasa Badan Pencegah Rasuah (BPR), Biro Bantuan Guaman (BBG), Keputusan Mahkamah, Jawatankuasa Khas Kabinet Mengenai Keutuhan Pengurusan Kerajaan dan Jawatankuasa Kira-kira Awam adalah terkeluar daripada peranan BPA.

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5.2 Kes-kes Berasas

5.2.1 Aduan-aduan dikategorikan berasas:

i. Hasil siasatan mengesahkan kesahihan dakwaan pengadu

ii. Diakui sendiri oleh agensi yang diadu

iiii. Maklumat dari agensi lain terhadap agensi yang diadu

5.3 Kes-kes Tidak Berasas

5.3.1 Aduan-aduan dikategorikan tidak berasas:

i. Hasil siasatan berbeza dengan aduan yang diadu

ii. Penjelasan serta bukti oleh agensi yang diadu boleh diterima oleh BPA

iii. Jabatan telah mengikut prosedur yang betul

iv. Keputusan yang dibuat berlandaskan Dasar Negara

5.4 Kategori aduan diklasifikasi kepada:

5.4.1 Kelewatan / Tiada Tindakan

i. Tidak memenuhi janji Piagam Pelanggan

ii. Tidak menjawab permohonan, pertanyaan / aduan daripada pengadu

5.4.2 Tindakan Tidak Adil

i. Tidak saksama

ii. Keputusan yang tidak konsisten dengan amalan biasa

iii. Persepsi pengadu

5.4.3 Kekurangan Kemudahan Awam

Kemudahan asas yang diperlukan oleh orang awam seperti:-

i. Balai Polis, Balai Bomba, sekolah, tempat ibadat, pasar dan lain-lain

ii. Bekalan air, tong sampah, telefon, elektrik, lampu jalan, bonggol, longkang dan lain-lain

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5.4.4 Kepincangan Perlaksanaan Dasar dan Kelemahan Undang-undang

i. Dasar / Undang-undang yang ketinggalan zaman

ii. Undang-undang / peraturan yang tidak lengkap dan sempurna seperti tiada peruntukan penguatkuasaan

5.4.5 Salahguna Kuasa / Penyelewengan

i. Melibatkan Ketua Jabatan atau Pegawai yang diberi kuasa seperti urusan tender, permohonan tanah, kelulusan permit, lesen, penguatkuasa undang-undang secara pilih kasih atau favouritism

ii. Persepsi pengadu

5.4.6 Salahlaku Anggota Awam

i. Melibatkan individu

ii. Tatatertib / disiplin

iii. Kecuaian

5.4.7 Kegagalan Mengikut Prosedur Yang Ditetapkan

Tidak mengikut Manual Prosedur Kerja (MPK) / proses serta aliran kerja yang ditetapkan / manual kualiti ISO MS 9000 yang ditetapkan

5.4.8 Kegagalan Penguatkuasaan

Melibatkan Jabatan / Agensi Kerajaan menguatkuasakan undang-undang dan mempunyai Pegawai Penguatkuasa seperti Pihak Berkuasa Tempatan (PBT), Kumpulan Wang Simpanan Pekerja (KWSP) dan Polis Diraja Malaysia (PDRM)

5.4.9 Kualiti Perkhidmatan Yang Tidak Memuaskan

i. Perkhidmatan kaunter dan telefon

ii. Penyelenggaraan yang tidak dibuat

iii. Tidak sopan melayan pelanggan

iv. Kualiti perkhidmatan / penyelenggaraan yang rendah atau tidak mengikut piawaian serta jadual yang telah ditetapkan

v. Pengangkutan awam yang tidak memuaskan

vi. Tanda arah yang tidak jelas

5.4.10 Pelbagai Aduan

Aduan yang tidak melibatkan 9 kategori lain di atas.

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6. PERKARA AM

6.1 Perkara am merupakan aduan yang diterima oleh BPA yang tidak memenuhi kriteria aduan sebenar. Jenis aduan yang dikategorikan sebagai perkara am ialah seperti aduan pertama kali terhadap agensi kerajaan, kes yang melibatkan prosiding Mahkamah, pertanyaan, pandangan, aduan terhadap pihak swasta dan juga sekadar untuk mendapatkan khidmat nasihat.

6.2 Ini adalah merupakan konsep no wrong door di mana BPA akan memberitahu atau memanjangkan aduan mereka kepada agensi kerajaan yang berkaitan.

7. PRESTASI BIRO PENGADUAN AWAM

7.1 Pada tahun 2007, BPA telah menerima dan menyiasat sejumlah 2,941 kes sebenar dan 2,406 perkara am. Sebanyak 4,762 atau 89.1% aduan dapat diselesaikan pada tahun yang sama. Jumlah aduan yang diterima dan diselesaikan oleh BPA pada tahun 2007 adalah seperti di Jadual I.

Jadual I:Jumlah Aduan Yang Diterima Dan Diselesaikan Oleh BPA Pada Tahun 2007

AgensiKes Sebenar Perkara Am Jumlah

Aduan Terima

Jumlah Aduan Selesai

%Terima Selesai Terima Selesai

Kementerian 1,788 1,633 1,942 1,639 3,730 3,272 87.7

Negeri 1,153 1,098 464 392 1,617 1,490 92.1

JUMLAH 2,941 2,731 2,406 2,031 5,347 4,762 89.1

7.2 Kebanyakan aduan yang disiasat diterima melalui saluran elektronik (e-mel dan laman web), iaitu sebanyak 2,022 atau 37.8%. Aduan yang diterima melalui program pro-aktif BPA yang merangkumi Program MESRA, Kaunter Aduan Bergerak (KAB) dan Kaunter Aduan Bergerak Bersepadu (KABB) adalah sebanyak 1,195 atau 22.3%. Aduan dalam bentuk surat, faks dan borang Kaunter Aduan Jabatan adalah sebanyak 1,304 atau 24.4%. Butir-butir sumber penerimaan aduan adalah seperti di Jadual II.

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7.3 Oleh kerana BPA adalah lapis kedua bagi orang ramai untuk membuat aduan, maka aduan yang diterima adalah lebih rumit untuk diselesaikan. Walau bagaimanapun pada tahun 2007, BPA dapat menyelesaikan aduan dengan lebih pantas berbanding tahun 2006. Perbandingan kadar penyelesaian aduan bagi tahun 2006 dan 2007 ditunjukkan dalam Jadual III.

Jadual II:Sumber Penerimaan Aduan Oleh BPA Pada Tahun 2007

SaluranKes Sebenar Perkara Am

Jumlah %Jumlah % Jumlah %

Program Pro-Aktif 934 31.8 261 10.8 1,195 22.3

Surat, Faks & Borang KAJ

724 24.6 580 24.1 1,304 24.4

Elektronik 694 23.6 1,328 55.2 2,022 37.8

Hadir Sendiri 391 13.3 117 4.9 508 9.5

Telefon 188 6.4 106 4.4 294 5.5

Lain-Lain 10 0.3 14 0.6 24 0.5

JUMLAH 2,941 100.0 2,406 100.0 5,347 100.0

Jadual III:Perbandingan Kadar Penyelesaian Aduan Sebenar Oleh BPA

Bagi Tahun 2006 dan 2007

Tempoh Penyelesaian2007 2006

Jumlah Aduan

%Jumlah Aduan

%

1 Bulan 795 29.1 296 10.1

2 Bulan 812 29.7 546 18.6

2-4 Bulan 697 25.5 1,058 36.0

4-6 Bulan 264 9.7 555 18.9

Lebih 6 Bulan 163 6.0 481 16.4

JUMLAH 2,731 100.0 2,936 100.0

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8. PENCAPAIAN BIRO PENGADUAN AWAM SEMASA HARI KUALITI JABATAN PERDANA MENTERI 2007

8.1 BPA telah berjaya merangkul empat anugerah yang dipertandingkan semasa Hari Kualiti Jabatan Perdana Menteri pada 27 November 2007 seperti berikut:

i. Penerima Anugerah Khas Pengurusan Perhubungan Pelanggan Terbaik 2007 (Kategori B)

ii. Piala Pusingan Menteri-Menteri Di Jabatan Perdana Menteri (Johan Keseluruhan Pertandingan Laman Web)

iii. Johan Pertandingan Laman Web

iv. Johan Pertandingan Pameran (Kategori B)

9. KES TERTUNGGAK

9.1 Sejumlah 820 aduan yang tertunggak pada tahun 2006 telah dibawa ke tahun 2007. Daripada jumlah tersebut, sebanyak 799 aduan telah dapat diselesaikan.

10. INDEKS KEPUASAN PELANGGAN

10.1 Indeks Kepuasan Pelanggan (Customer Satisfaction Index, CSI) digunakan untuk menilai tahap perkhidmatan yang telah diberikan oleh BPA sepanjang tempoh menguruskan aduan pengadu.

10.2 Bahagian pengurusan aduan akan menghantar borang CSI kepada pengadu setelah kes selesai sebagai salah satu kaedah untuk mengetahui CSI. Dalam tahun 2007, sebanyak 206 borang maklum balas telah dikembalikan kepada BPA dan digunakan untuk tujuan analisis. Tahap Cemerlang telah menunjukkan peningkatan sebanyak 7.6% dalam tahun 2007 jika dibandingkan dengan tahun. Jadual IV menunjukkan perbandingan tahap kepuasan pelanggan terhadap perkhidmatan BPA bagi tahun 2006 dan 2007.

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10.3 Antara cadangan dan komen yang telah dikemukakan oleh responden adalah BPA perlu mempercepatkan lagi tempoh penyelesaian kes, mengadakan lebih banyak aktiviti publisiti serta lebih banyak membuat siasatan dekat.

10.4 Contoh borang maklum balas BPA / CSI adalah seperti di Lampiran III.

11. SURAT-SURAT PENGHARGAAN

11.1 Sepanjang tahun 2007, BPA telah menerima banyak surat penghargaan daripada pengadu yang mengucapkan terima kasih di atas bantuan BPA menyelesaikan masalah yang mereka hadapi. Contoh surat penghargaan daripada pengadu adalah seperti di Lampiran IV.

Jadual IV:Perbandingan Tahap Kepuasan Pelanggan Terhadap Perkhidmatan

BPA Bagi Tahun 2006 dan 2007

Tahap 2007(%)

2006(%)

Perbezaan(%)

Cemerlang 42.6 35.0 (+) 7.6

Baik 44.9 45.7 (-) 0.8

Sederhana 8.7 11.6 (-) 2.9

Lemah 3.8 7.7 (-) 3.9

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BaB 2Jawatankuasa tetaP Pengaduan awam

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Jawatankuasa tetaP Pengaduan awam (JktPa)

1. Mesyuarat Jawatankuasa Tetap Pengaduan Awam (JKTPA) yang dipengerusikan oleh Ketua Setiausaha Negara telah diadakan sebanyak dua (2) kali pada tahun 2007, iaitu pada 21 Jun 2007 dan 20 September 2007.

2. Isu ketiadaan Undang-undang bagi pembinaan lebuh raya. Satu kajian kes: Lebuh Raya Kuala Lumpur - Putrajaya / KLIA. Isu ini telah dibincangkan dalam mesyuarat JKTPA pada 19 Disember 2006 dan tindakan seperti berikut telah diambil:

2.1 Peraturan-peraturan Lembaga Lebuhraya Malaysia (Jarak Undur Lebuh Raya) 2007 telah ditandatangani oleh YAB Menteri Kerja Raya pada 26 September 2007.

2.2 Peraturan ini memperuntukkan mana-mana pihak yang menyediakan reka bentuk pembinaan lebuh raya hendaklah mengadakan jarak selebar 13 meter dari tepi laluan utama lebuh raya ke tepi rezab di kedua-dua belah bahagian tepi laluan utama lebuh raya sebagai jarak undur lebuh raya.

2.3 Peraturan-peraturan Lembaga Lebuhraya Malaysia (Jarak Undur Lebuh Raya) 2007 boleh dirujuk di Lampiran V.

3. Sebanyak tujuh Kertas Jawatankuasa yang telah dibentangkan pada kedua-dua mesyuarat JKTPA. Kertas-kertas tersebut adalah seperti berikut:

3.1 Kertas Jawatankuasa Mesyuarat JKTPA Bil.1/2007:-

3.1.1 Permasalahan Projek Perumahan Desa Seri Iskandar, Fasa 1A, Bota, Perak.

3.1.2 Kajian Semula Undang-Undang Kecil Mengenai Renovasi Bangunan dan Zoning Kegiatan Perniagaan di Kawasan Perumahan.

3.1.3 Cadangan Penambahbaikan Sistem Pengurusan Pengagihan Kuarters, Bahagian Pengurusan Hartanah (BPH), Jabatan Perdana Menteri.

3.1.4 Kelewatan Pengendalian Kes No. 23261 oleh Polis Diraja Malaysia (PDRM).

BAB 2

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3.2 Kertas Jawatankuasa Mesyuarat JKTPA Bil. 2/2007:

3.2.1 Masalah Pencemaran Akibat Daripada Kilang Konkrit Yang Beroperasi di Kawasan Yang Tidak Sesuai.

3.2.2 Aduan Tidak Mendapat Bayaran Ke Atas Kerja Pembinaan Bangunan Tambahan Fakulti Teknologi Maklumat dan Sains Kuantitatif, UiTM, Shah Alam, Selangor.

3.2.3 Status Penjawat Skim Komersial - BERNAMA.

4. Ringkasan Kertas Jawatankuasa dan Keputusan Mesyuarat JKTPA.

4.1 Permasalahan Projek Perumahan Desa Seri Iskandar, Fasa 1A, Bota, Perak

4.1.1 Projek perumahan kos rendah jenis cluster terdiri daripada 332 unit. Projek ini telah mula dibangunkan pada tahun 1996. Majlis Daerah Perak Tengah (MDPT) adalah sebagai pemaju dan kontraktor projek adalah Angkasa Tiram Sdn Bhd. Kerja pembinaan telah disiapkan pada Mei 2003. Sijil Layak Menduduki (CFO) masih belum dikeluarkan kerana masalah berkaitan sistem pembetungan dan tidak mendapat sokongan Jabatan Perkhidmatan Pembetungan (JPP). Rumah yang telah dijual adalah sebanyak 291 unit.

4.1.2 BPA telah menerima aduan daripada pembeli rumah yang diwakili oleh Tetuan Iskandar Al-Bakri & Associates yang tidak berpuas hati ke atas beberapa perkara berikut:

i. Masalah tuntutan Liquidated and Ascertained Damages (LAD);

ii. Masalah pembinaan tidak mengikut peraturan, banyak kerosakan dan masalah teknikal; dan

iii. Pelantikan kontraktor secara tidak teratur untuk membina projek perumahan sedangkan syarikat tersebut hanyalah merupakan syarikat membuat kerja earthwork dan juga tidak pernah berdaftar dengan Pusat Khidmat Kontraktor (PKK), Kementerian Pembangunan Usahawan dan Koperasi.

4.1.3 Mesyuarat JKTPA pada 21 Jun 2007 memutuskan supaya:

i. Setiausaha Kerajaan Negeri Perak Darul Ridzuan memastikan Yang Di Pertua MDPT mengambil tindakan sewajarnya ke atas keputusan mesyuarat yang diadakan pada 28 Disember

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2006. Keputusan mesyuarat tersebut meminta pihak MDPT untuk memberi pampasan kepada semua pemilik rumah untuk membuat pembaikan sendiri berdasarkan kadar yang akan dinilai oleh pihak JKR Perak;

ii. Ketua Setiausaha Kementerian Perumahan dan Kerajaan Tempatan diminta untuk menetapkan satu peraturan yang melarang Pihak Berkuasa Tempatan untuk menjadi pemaju perumahan melainkan projek tersebut diusahakan secara usaha sama atau diswastakan;

iii. Pihak Tribunal Tuntutan Pembeli Rumah (TTPR) diminta untuk mempercepatkan proses membuat keputusan kepada pembeli yang membuat tuntutan melalui agensi tersebut; dan

iv. Pihak Badan Pencegah Rasuah (BPR) diminta menyiasat tentang tawaran kerja kepada Angkasa Tiram Sdn. Bhd. yang didakwa tidak teratur dan tidak mengikut prosedur.

4.2 Kajian Semula Undang-Undang Kecil Mengenai Renovasi Bangunan dan Zoning Kegiatan Perniagaan di Kawasan Perumahan

4.2.1 BPA telah menerima sebanyak 63 aduan yang melibatkan renovasi bangunan dan kegiatan perniagaan di kawasan perumahan dalam tahun 2000 sehingga 2007. Aduan seperti ini bukan sahaja telah menimbulkan rasa tidak puas hati di pihak pengadu tetapi juga menimbulkan keraguan ke atas keberkesanan Pihak Berkuasa Tempatan (PBT) dalam menyelesaikan aduan yang diterima. Aduan yang diterima oleh BPA menunjukkan bahawa pengadu menuntut hak mereka sebagai penduduk dan agar aduan mereka didengar serta diambil tindakan sewajarnya oleh PBT.

4.2.2 Mesyuarat JKTPA pada 21 Jun 2007 memutuskan supaya PBT dapat meningkatkan penguatkuasaan untuk mencegah renovasi rumah yang tidak mengikut peraturan yang sebenar atau sedia ada.

4.3 Cadangan Penambahbaikan Sistem Pengurusan Pengagihan Kuarters, Bahagian Pengurusan Hartanah (BPH), Jabatan Perdana Menteri

4.3.1 Tujuan Kertas ini dibentangkan adalah untuk memaklumkan hasil kajian

ke atas ketidakpuasan hati pemohon kuarters Kerajaan berkenaan tatacara pengagihan kuarters oleh Bahagian Pengurusan Hartanah (BPH), Jabatan Perdana Menteri. Kajian telah dibuat berdasarkan aduan yang diterima oleh BPA mengenai tatacara pengurusan pengagihan kuarters yang tidak telus, lewat atau tiada maklum balas berkenaan status permohonan kuarters Kerajaan dan tindakan tidak adil oleh BPH.

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4.3.2 Mesyuarat JKTPA pada 21 Jun 2007 memutuskan supaya:

i. Bekas penghuni kuarters kerajaan yang telah membuat pinjaman kerajaan untuk pembelian rumah sendiri tetapi telah diluluskan dan dibenarkan mendiami kuarters kerajaan sebelum 1 Januari 2002 adalah tidak dikenakan denda sewaan berganda. Sekiranya kutipan denda telah dibuat, ia perlu dikembalikan dengan kadar yang segera;

ii. Sekiranya penghuni kuarters kerajaan yang telah membuat pinjaman kerajaan untuk pembelian rumah sendiri masih menetap di kuarters kerajaan walaupun telah diarah keluar, denda sewaan berganda dikenakan pada tarikh kuat kuasa 1 Januari 2002 atau daripada tarikh penerimaan kunci rumah sendiri yang telah dibeli;

iii. Pihak BPH diminta untuk menyenaraikan semua kriteria / syarat yang jelas mengenai pemberian / permohonan kuarters kerajaan di laman web agensi tersebut. BPH juga diminta untuk mengemas kini statistik dan perkembangan terkini kuarters kerajaan dalam laman web;

iv. BPH juga diminta supaya lebih telus dalam urusan pemprosesan permohonan untuk menggunakan rumah peranginan kerajaan; dan

v. BPH diberi masa satu (1) bulan bagi membangunkan sistem pembayaran melalui online.

4.3.3 Pembayaran balik kepada 3 orang bekas penghuni kuarters telah pun dilakukan oleh BPH.

4.3.4 Mesyuarat perbincangan implikasi Pekeliling Perkhidmatan Bilangan 13 Tahun 2007 antara Jabatan Perkhidmatan Awam (JPA), BPH & BPA telah diadakan pada 23 Oktober 2007. Sehubungan dengan itu, Surat Pekeliling Perkhidmatan Bilangan 2 Tahun 2008 yang bertujuan menjelaskan mengenai pelaksanaan mengosongkan rumah biasa kerajaan di bawah Pekeliling Perkhidmatan Bilangan 13 Tahun 2007 telah dikeluarkan oleh pihak JPA pada 16 Januari 2008.

4.3.5 Surat Pekeliling Perkhidmatan Bilangan 2 Tahun 2008 boleh dilihat di Lampiran VI.

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4.4 Kelewatan Pengendalian Kes No. 23261 oleh Polis Diraja Malaysia (PDRM)

4.4.1 Kertas ini disediakan bertujuan untuk memaklumkan kepada JKTPA mengenai status siasatan BPA terhadap kes 23261. Dalam kes ini, pengadu telah mengemukakan aduan kepada BPA pada 11 November 2005 dengan alasan Polis Diraja Malaysia (PDRM) lambat mengambil tindakan menyiasat dan mendakwa berkenaan empat (4) laporan polis yang telah dibuat oleh pengadu. Laporan polis pengadu adalah berkaitan penipuan pemindahan saham syarikat yang didakwa dilakukan secara tidak sah.

4.4.2 Selain daripada itu Kertas ini juga bertujuan untuk mendapat keputusan ke atas cadangan penambahbaikan prosedur siasatan PDRM dan pendakwaan oleh Pendakwa Raya.

4.4.3 Mesyuarat JKTPA pada 21 Jun 2007 memutuskan supaya:

i. PDRM diberikan masa selama satu (1) bulan untuk menyelesaikan kes 23261 memandangkan kes ini telah difailkan sejak tahun 2005; dan

ii. PDRM diminta mempercepatkan proses penyiasatan mereka terhadap semua kes jenayah perdagangan dan oleh itu satu deadline perlu diwujudkan oleh PDRM dalam menyelesaikan semua kes jenayah perdagangan yang diterima oleh mereka.

4.5 Masalah Pencemaran Akibat Daripada Kilang Konkrit Yang Beroperasi Di Kawasan Yang Tidak Sesuai

4.5.1 BPA telah menerima banyak aduan tentang masalah kacau ganggu, pencemaran udara dan habuk, bunyi bising serta ancaman kepada kesihatan penduduk akibat daripada kewujudan kilang konkrit di kawasan mereka. Antaranya adalah aduan terhadap Kilang Lafarge Concrete (M) Sdn. Bhd. di Kulim dan Kilang Perfect Mix Sdn. Bhd. di Sungai Petani.

4.5.2 Kilang Lafarge beroperasi sejak 2005 dan kilang ini berada di tengah-tengah kawasan perumahan, iaitu Taman Merak, Taman Kenari, Taman Bestari dan Kampung Sungai Ular, Kulim, Kedah. Siasatan BPA mendapati bahawa kilang ini telah beroperasi di atas tanah pertanian. Operasi kilang dikatakan mengganggu ketenteraman dan mengakibatkan pencemaran. Kilang ini juga didakwa beroperasi sehingga jam 2.00 pagi.

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4.5.3 Kilang Perfect Mix terletak di atas Lot 568, Jalan Cendana 4/6, Kawasan Perindustrian Sungai Petani. Kewujudan kilang ini di kawasan tersebut dikatakan tidak sesuai kerana ia mengakibatkan pencemaran udara, kacau ganggu bunyi bising dan mengancam kualiti produk kilang yang berhampiran. Kilang ini telah dibina pada tahun 2006 dan telah mendapat kelulusan Permit Sementara daripada Majlis Perbandaran Sungai Petani (MPSPK) pada 13 Februari 2007. Sebelum Permit Sementara diluluskan, pihak MPSPK telah merujuk kepada Jabatan Alam Sekitar (JAS) pada 17 Oktober 2006 untuk mendapatkan sokongan. JAS tidak menyokong kerana batching plant tersebut berada di kawasan yang tidak sesuai seperti mana yang ditetapkan di dalam Guidelines For The Siting And Zoning Of Industries.

4.5.4 Mesyuarat JKTPA pada 21 Jun 2007 memutuskan supaya kedua-dua PBT yang terlibat perlu mengambil tindakan ke atas kilang-kilang tersebut.

4.5.5 Operasi kilang Lafarge diberhentikan pada 29 September 2007 dan Kilang Perfect Mix pula berhenti operasi mulai 25 Oktober 2007.

4.6 Aduan Tidak Mendapat Bayaran Ke Atas Kerja Pembinaan Bangunan Tambahan Fakulti Teknologi Maklumat dan Sains Kuantitatif, UiTM, Shah Alam, Selangor

4.6.1 Pembentangan kertas jawatankuasa ini bertujuan untuk menentukan tanggungjawab pemberi projek, iaitu UiTM, untuk membuat pembayaran apabila kepada sub-kontraktor apabila kontraktor utama yang dilantik oleh UiTM gagal melakukannya. Bagi kes ini, tidak ada perjanjian tambahan (SDOA) di antara kontraktor utama dan sub-kontraktor.

4.6.2 Mesyuarat JKTPA pada 20 September 2007 mengambil maklum kes tersebut. Memandangkan tiada SDOA, maka pihak UiTM tidak perlu bertanggungjawab terhadap kegagalan pembayaran oleh kontraktor utama kepada sub-kontraktor.

4.7 Status Penjawat Skim Komersial-BERNAMA

4.7.1 Perkara ini adalah berkenaan dengan status 13 orang bekas pekerja Berita Nasional Malaysia (BERNAMA) yang dilantik di bawah Skim Perkhidmatan Komersial.

4.7.2 Mesyuarat JKTPA pada 20 September 2007 membuat keputusan bahawa golongan pekerja yang dilantik di bawah Skim Perkhidmatan Komersial tidak dirangkumi sebagai penjawat awam.

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BaB 3analisa aduan

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analisa aduan

ANALISA ADUAN TERHADAP KEMENTERIAN1.

1.1 Daripada 2,941 aduan sebenar yang diterima pada tahun 2007, sebanyak 1,788 aduan adalah ditujukan kepada Kementerian. Jadual V menunjukkan aduan yang disiasat terhadap Kementerian-kementerian pada tahun 2007 dengan lebih terperinci.

1.2 Berdasarkan Jadual V, aduan yang tertinggi adalah terhadap agensi di bawah Kementerian Keselamatan Dalam Negeri iaitu sebanyak 223 aduan dan diikuti oleh Kementerian Tenaga, Air dan Komunikasi dengan bilangan aduan sebanyak 188. Kementerian Kewangan pula menerima sebanyak 161 aduan. Analisis aduan terhadap Kementerian menunjukkan sebanyak 1,633 atau 91.3% aduan terhadap Kementerian telah berjaya diselesaikan oleh BPA. Daripada jumlah ini sebanyak 1,044 atau 63.9% aduan adalah didapati berasas.

1.3 Carta I menunjukkan 10 kementerian yang mempunyai aduan yang tertinggi pada tahun 2007.

1.4 Jadual VI pula menunjukkan 10 Agensi Kementerian yang menerima aduan tertinggi dalam tahun 2007. Agensi yang banyak berinteraksi dengan orang awam dan agensi yang terlibat dalam penyediaan kemudahan infrastruktur merupakan agensi yang paling banyak menerima aduan.

BAB 3

Jadual V:Bilangan Aduan Yang Disiasat Terhadap Kementerian Tahun 2007

Bil. Kementerian Jumlah Diterima

Jumlah Selesai

Kadar Penyelesaian

(%)

Jumlah Selesai

dan Berasas

Peratus Selesai

dan Berasas

(%)

1 Keselamatan Dalam Negeri

223 192 86.1 105 54.7

2 Tenaga, Air dan Komunikasi

188 179 95.2 138 77.1

3 Kewangan 161 146 90.7 112 76.7

4 Pelajaran 133 122 91.7 75 61.5

5 Kerja Raya 132 131 99.2 109 83.2

6 Sumber Asli dan Alam Sekitar

127 124 97.6 88 71.0

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Bil. Kementerian Jumlah Diterima

Jumlah Selesai

Kadar Penyelesaian

(%)

Jumlah Selesai

dan Berasas

Peratus Selesai

dan Berasas

(%)

7 Hal Ehwal Dalam Negeri 127 119 93.7 53 44.5

8 Wilayah Persekutuan 102 67 65.7 50 74.6

9 Jabatan Perdana Menteri 101 95 94.1 52 54.7

10 Kesihatan 98 87 88.8 53 60.9

11 Pertanian dan Industri Asas Tani 61 61 100 44 72.1

12 Sumber Manusia 50 48 96.0 26 54.2

13Pembangunan Wanita, Keluarga dan Masyarakat

45 43 95.6 27 62.8

14 Kemajuan Luar Bandar dan Wilayah 40 40 100.0 26 65.0

15 Pengangkutan 40 39 97.5 16 41.0

16Perdagangan Dalam Negeri dan Hal Ehwal Pengguna

39 35 89.7 18 51.4

17 Pengajian Tinggi 28 27 96.4 14 51.9

18 Perumahan dan Kerajaan Tempatan 26 18 69.2 12 66.7

19Pembangunan Usahawan dan Koperasi

23 22 95.7 12 54.5

20 Pertahanan 15 15 100.0 5 33.3

21 Penerangan 11 7 63.6 2 28.6

22 Luar Negeri 6 6 100.0 4 66.7

23 Kebudayaan, Kesenian dan Warisan 3 3 100.0 1 33.3

24 Pelancongan 3 2 66.7 1 50.0

25 Belia dan Sukan 2 1 50.0 0 0.0

26Perusahaan Perladangan dan Komoditi

2 2 100.0 0 0.0

27Perdagangan Antarabangsa dan Industri

1 1 100.0 1 100.0

28 Sains, Teknologi dan Inovasi 1 1 100.0 0 0.0

JUMLAH 1,788 1,633 91.3 1,044 63.9

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Carta I:10 Kementerian Yang Mempunyai Aduan Yang Tertinggi Pada Tahun 2007

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ANALISA ADUAN TERHADAP AGENSI KERAJAAN NEGERI2.

2.1 Pada tahun 2007, BPA telah menyiasat 1,153 aduan sebenar yang ditujukan kepada agensi di bawah Kerajaan Negeri. Negeri Selangor mempunyai aduan yang tertinggi iaitu sebanyak 285 kes dan diikuti oleh Negeri Johor dengan 221 aduan serta Negeri Kedah sebanyak 173 aduan. Bilangan aduan terhadap negeri ini adalah lebih tinggi berbanding dengan aduan terhadap negeri lain kerana lebih banyak program bertemu orang ramai dijalankan di negeri tersebut. Aduan yang diterima terhadap Negeri Sabah adalah diuruskan sendiri oleh Biro Pengaduan Awam Negeri Sabah di bawah Jabatan Ketua Menteri Sabah dan bagi Negeri Sarawak pula diuruskan oleh Unit Perhubungan Awam dan Korporat di bawah Jabatan Ketua Menteri Sarawak. Kadar penyelesaian aduan adalah 95.2% dan sebanyak 809 atau 73.7% kes adalah berasas.

2.2 Jadual VII menunjukkan jumlah aduan disiasat terhadap Kerajaan Negeri pada tahun 2007.

Jadual VI:Sepuluh (10) Agensi Kementerian Yang Menerima Aduan Tertinggi

Pada Tahun 2007

Bil. Agensi Jumlah Diterima

Jumlah Selesai

% Jumlah Selesai

dan Berasas

%

1 Polis Diraja Malaysia 206 175 85.0 97 55.4

2 Jabatan Kerja Raya 126 125 99.2 105 84.0

3 Tenaga Nasional Berhad 114 106 93.0 87 82.1

4 Jabatan Pendidikan Negeri 97 90 92.8 53 58.9

5 Jabatan Pengairan dan Saliran 85 84 98.8 64 76.2

6 Dewan Bandaraya Kuala Lumpur 85 56 65.9 44 78.6

7 Jabatan Pendaftaran Negara 76 70 92.1 31 44.3

8 Kumpulan Wang Simpanan Pekerja 59 53 89.8 45 84.9

9 Lembaga Hasil Dalam Negeri 50 47 94.0 38 80.9

10 Jabatan Kebajikan Masyarakat 45 43 95.6 27 62.8

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2.3 Carta II menunjukkan aduan yang disiasat terhadap agensi di bawah Kerajaan Negeri pada tahun 2007.

Jadual VII:Bilangan Aduan Yang Disiasat Terhadap Kerajaan Negeri Pada Tahun 2007

Bil. Negeri Jumlah Diterima

Jumlah Selesai

Kadar Penyelesaian

(%)

Jumlah Selesai

dan Berasas

Peratus Selesai

dan Berasas

(%)

1 Selangor 285 261 91.6 189 72.4

2 Johor 221 213 96.4 138 64.8

3 Kedah 173 165 95.4 134 81.2

4 Pahang 103 103 100.0 85 82.5

5 Perak 95 89 93.7 70 78.7

6 Pulau Pinang 88 85 96.6 67 78.8

7 Kelantan 63 63 100.0 46 73.0

8 Terengganu 52 51 98.1 33 64.7

9 Negeri Sembilan 35 33 94.3 21 63.6

10 Melaka 29 26 89.7 18 69.2

11 Perlis 5 5 100.0 4 80.0

12 Sarawak 3 3 100.0 3 100.0

13 Labuan 1 1 100.0 1 100.0

JUMLAH 1,153 1,098 95.2 809 73.7

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Carta II:Bilangan Aduan Yang Disiasat Terhadap Kerajaan Negeri Pada Tahun 2007

ANALISA ADUAN TERHADAP KATEGORI ADUAN 3.

3.1 Jadual VIII di bawah menunjukkan kategori aduan yang disiasat pada tahun 2007.

3.2 Sila rujuk kepada Lampiran VII dan Lampiran VIII bagi statistik kategori aduan terhadap agensi kementerian dan Kerajaan Negeri.

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ANALISIS KATEGORI ADUAN YANG TERTINGGI BAGI KEMENTERIAN 4.

4.1 Kelewatan / Tiada Tindakan

4.1.1 Kategori Kelewatan / Tiada Tindakan adalah kategori aduan yang tertinggi bagi kementerian. Bagi kategori ini, sejumlah 863 aduan telah diterima oleh BPA terhadap kementerian. Daripada jumlah ini, sebanyak 780 aduan telah dapat diselesaikan di mana 563 atau 72.2% aduan adalah berasas.

4.1.2 Kementerian Kewangan merupakan kementerian yang paling banyak menerima aduan dalam Kategori Kelewatan / Tiada Tindakan.

Jadual VIII:Kategori Aduan Terhadap Perkhidmatan Awam Pada Tahun 2007

KATEGORI ADUANKEMENTERIAN NEGERI

Jumlah Aduan

% Berasas % Jumlah Aduan

% Berasas %

Kelewatan / Tiada Tindakan 863 48.3 563 65.2 472 40.9 335 71.0

Tindakan Tidak Adil 221 12.4 71 32.1 88 7.6 37 42.0

Kekurangan Kemudahan Awam

92 5.1 72 78.3 135 11.7 109 80.7

Kepincangan Pelaksanaan Dasar dan Kelemahan Undang-undang

11 0.6 6 54.5 8 0.7 4 50.0

Salah guna Kuasa/ penyelewengan

37 2.1 7 18.9 11 1.0 1 9.1

Salah laku Anggota Awam 51 2.9 19 37.3 12 1.0 7 58.3

Kegagalan Mengikut Prosedur Yang Ditetapkan

70 3.9 32 45.7 28 2.4 15 53.6

Kegagalan Penguatkuasaan 117 6.5 70 59.8 149 12.9 114 76.5

Kualiti Perkhidmatan Yang Tidak Memuaskan

241 13.5 156 64.7 173 15.0 130 75.1

Pelbagai Aduan 85 4.7 48 56.5 77 6.8 57 74.0

JUMLAH 1,788 1,044 1,153 809

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Kementerian Kewangan menerima sebanyak 121 aduan dan 112 aduan telah diselesaikan. Bagi aduan yang telah diselesaikan sebanyak 97 adalah berasas.

4.1.3 Antara isu yang dibangkitkan terhadap Kementerian Kewangan di bawah kategori ini adalah seperti berikut:

i. Kelewatan Lembaga Hasil Dalam Negeri dalam membuat bayaran balik tuntutan baki kredit cukai pendapatan;

ii. Kelewatan Kumpulan Wang Simpanan Pekerja dalam memproses dan memberikan maklum balas kepada pengadu tentang status permohonan untuk mengeluarkan caruman; dan

iii. Kelewatan Bahagian Pinjaman Perumahan dalam memproses pembayaran balik baki kredit pinjaman.

4.1.4 Kementerian Keselamatan Dalam Negeri (KKDN) mempunyai 112 aduan di bawah Kategori Kelewatan / Tiada Tindakan dan 100 aduan telah diselesaikan. Daripada jumlah ini, sebanyak 64 aduan adalah berasas.

4.1.5 Antara perkara yang diadukan kepada KKDN dan agensi di bawahnya untuk kategori ini adalah seperti berikut:

i. Tiada tindakan daripada pihak Polis Diraja Malaysia (PDRM) dalam memberikan maklum balas ke atas laporan polis yang dibuat; dan

ii. Kelewatan PDRM dalam menyerahkan dokumen berkaitan kemalangan jalan raya yang dipohon oleh syarikat guaman.

4.1.6 Kementerian yang ketiga tertinggi bagi Kategori Kelewatan / Tiada Tindakan ialah Kementerian Tenaga, Air dan Komunikasi (KTAK) yang menerima 90 aduan dan 85 aduan telah diselesaikan. Bagi aduan yang telah diselesaikan, sebanyak 68 aduan adalah berasas.

4.1.7 Antara perkara yang diadukan terhadap KTAK dan agensi di bawahnya untuk kategori ini adalah seperti berikut:

i. Tiada tindakan daripada pihak Tenaga Nasional Berhad (TNB) ke atas aduan kerosakan lampu jalan;

ii. Kelewatan pihak TNB membuat penyambungan bekalan elektrik; dan

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iii. Kelewatan pihak TNB dan Telekom Malaysia Berhad mengganti tiang elektrik dan tiang telefon yang rosak.

4.2 Kualiti Perkhidmatan Yang Tidak Memuaskan

4.2.1 Kategori Kelewatan / Tiada Tindakan diikuti oleh Kategori Kualiti Perkhidmatan Yang Tidak Memuaskan. Sepanjang tahun 2007, BPA telah menerima sebanyak 241 aduan terhadap Kementerian di bawah kategori ini dan sebanyak 223 aduan telah dapat diselesaikan. Daripada jumlah ini, sebanyak 156 aduan adalah berasas.

4.2.2 Kementerian Tenaga, Air dan Komunikasi (KTAK) menerima sebanyak 47 aduan dan merupakan kementerian yang paling banyak menerima aduan bagi kategori ini. Sebanyak 45 aduan telah diselesaikan. Daripada jumlah ini, 38 aduan adalah berasas.

4.2.3 Antara perkara yang diadukan kepada KTAK dan agensi di bawahnya untuk kategori ini adalah seperti berikut:

i. Penduduk tidak berpuas hati dengan lampu jalan yang tidak berfungsi;

ii. Aduan mengenai lampu jalan yang nyala pada waktu siang;

iii. Aduan mengenai gangguan talian telefon; dan

iv. Aduan mengenai gangguan bekalan elektrik serta bekalan elektrik yang tidak mencukupi.

4.2.4 Kementerian Keselamatan Dalam Negeri (KKDN) menerima sebanyak 31 aduan yang mana 23 aduan telah pun diselesaikan. Bagi aduan yang telah diselesaikan, hanya 8 aduan adalah berasas.

4.2.5 Antara isu yang melibatkan KKDN dan agensi di bawahnya bagi kategori ini adalah seperti berikut:

i. Aduan mengenai laporan polis yang tidak diambil tindakan;

ii. Aduan mengenai sikap dan cara pegawai polis semasa berurusan dengan pelanggan; dan

iii. Tidak berpuas hati dengan tatacara pengendalian kes oleh pihak PDRM.

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4.2.6 Kementerian Kerja Raya (KKR) merupakan kementerian yang ketiga tertinggi bagi Kategori Kualiti Perkhidmatan Yang Tidak Memuaskan. Kementerian ini telah menerima sebanyak 26 aduan dan kesemuanya telah diselesaikan. Bagi aduan yang telah diselesaikan, 22 aduan adalah berasas.

4.2.7 Antara perkara yang diadukan kepada KKR dan agensi di bawahnya untuk kategori ini adalah seperti berikut:

i. Aduan mengenai kerosakan jalan raya; dan

ii. Kerja penyelenggaraan yang tidak berterusan kepada sistem perparitan dan longkang.

4.3 Tindakan Tidak Adil

4.3.1 Kategori Tindakan Tidak Adil merupakan kategori aduan yang ketiga tertinggi. Sejumlah 221 aduan telah diterima oleh BPA terhadap Kementerian. Daripada jumlah ini, sebanyak 206 aduan telah diselesaikan dan sebanyak 71 adalah berasas.

4.3.2 Kementerian Keselamatan Dalam Negeri (KKDN) dan Kementerian Pelajaran masing-masing telah menerima sebanyak 25 aduan bagi kategori ini dan 24 aduan telah pun diselesaikan.

4.3.3 Di antara perkara yang diadukan kepada KKDN dan agensinya untuk kategori ini adalah seperti berikut:

i. Tidak berpuas hati dengan tatacara pengendalian serta siasatan kes oleh PDRM; dan

ii. Aduan mengenai kesilapan mengeluarkan saman.

4.3.4 Antara perkara yang diadukan kepada Kementerian Pelajaran Malaysia (KPM) dan agensi di bawahnya untuk kategori ini adalah seperti berikut:

i. Aduan terhadap pengurusan sekolah;

ii. Isu pertukaran tempat mengajar bagi menyelesaikan masalah salah laku guru; dan

iii. Aduan mengenai pemberhentian pemberian elaun selepas bertukar tempat mengajar.

4.3.5 Jabatan Perdana Menteri (JPM) menerima sebanyak 22 aduan di bawah kategori ini dan 21 aduan telah dapat diselesaikan. Daripada jumlah ini, terdapat 10 aduan yang berasas.

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4.3.6 Perkara yang diadukan kepada JPM dan agensi di bawahnya adalah seperti berikut:

i. Aduan mengenai Suruhanjaya Perkhidmatan Awam yang tidak mengiktiraf ijazah;

ii. Tempoh lama untuk pemberitahuan pembatalan keputusan peperiksaan oleh Jabatan Perkhidmatan Awam;

iii. Tidak berpuas hati dengan penolakan permohonan pembiayaan perubatan pesara; dan

iv. Tidak berpuas hati dengan pelarasan gaji permulaan oleh Suruhanjaya Perkhidmatan Pendidikan.

5. ANALISIS KATEGORI ADUAN YANG TERTINGGI BAGI KERAJAAN NEGERI

5.1 Kelewatan / Tiada Tindakan

5.1.1 Kategori Kelewatan / Tiada Tindakan juga merupakan kategori aduan yang tertinggi bagi Kerajaan Negeri. Di bawah kategori ini, sebanyak 472 aduan telah diadu terhadap agensi di bawah Kerajaan Negeri dan sebanyak 441 aduan telah dapat diselesaikan. Daripada jumlah ini, sebanyak 335 aduan adalah berasas.

5.1.2 Negeri Selangor mempunyai 132 aduan bagi Kategori Kelewatan / Tiada Tindakan dan sebanyak 120 aduan telah dapat diselesaikan. Daripada jumlah tersebut, sebanyak 94 aduan adalah berasas.

5.1.3 Negeri Johor menerima sebanyak 117 aduan dan sebanyak 111 aduan telah diselesaikan di mana 77 aduan adalah berasas.

5.1.4 Negeri Johor diikuti dengan Negeri Perak yang menerima sebanyak 51 aduan bagi kategori ini. Sebanyak 44 aduan dapat diselesaikan dan daripada jumlah tersebut sebanyak 40 aduan adalah berasas.

5.1.5 Antara isu yang berbangkit di bawah kategori ini ialah seperti:

i. Kelewatan atau tiada tindakan Pihak Berkuasa Tempatan (PBT) dalam menjalankan kerja penyelenggaraan dan pembaikan jalan raya, pembersihan longkang serta menyelesaikan masalah kutipan sampah;

ii. Tiada tindakan oleh pihak PBT terhadap aktiviti mengubahsuai rumah kediaman dan menyalahgunakan premis di taman perumahan untuk menjalankan aktiviti pengilangan, bengkel kenderaan dan tempat pembiakan burung;

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iii. Tiada tindakan PBT terhadap kegiatan pembuangan najis khinzir ke dalam sungai oleh para penternak;

iv. Tiada tindakan diambil oleh PBT terhadap masalah anjing liar di kawasan perumahan;

v. Tiada tindakan diambil oleh PBT ke atas pemilik cyber cafe yang beroperasi tanpa lesen dan menawarkan permainan video berunsur perjudian;

vi. Kelewatan dalam pemprosesan permohonan untuk mendapatkan rumah PPRT dan kemudahan asas yang dikemukakan kepada PBT;

vii. Tiada tindakan untuk membaiki kebocoran paip air; dan

viii. Kelewatan Pejabat Daerah dan Tanah memproses permohonan dan pertukaran hak milik tanah.

5.2 Kualiti Perkhidmatan Yang Tidak Memuaskan

5.2.1 Kategori aduan yang kedua tertinggi merupakan Kategori Kualiti Perkhidmatan Yang Tidak Memuaskan. Sebanyak 173 aduan telah dikemukakan terhadap agensi di bawah Kerajaan Negeri bagi kategori ini dan sebanyak 164 aduan telah diselesaikan di mana sebanyak 130 aduan adalah berasas.

5.2.2 Negeri Selangor merupakan negeri yang mempunyai paling banyak aduan bagi kategori ini. Negeri Selangor menerima 43 aduan dan sebanyak 36 aduan telah diselesaikan yang mana 29 aduan adalah berasas.

5.2.3 Negeri Johor mempunyai 38 aduan dan semuanya telah pun diselesaikan. Daripada jumlah tersebut, didapati 24 aduan adalah aduan berasas.

5.2.4 Negeri Kedah menerima 27 aduan dan sebanyak 26 aduan telah diselesaikan yang mana sebanyak 24 aduan adalah berasas.

5.2.5 Antara isu yang diadu terhadap agensi Kerajaan Negeri di bawah kategori ini ialah seperti:-

i. Tidak berpuas hat i dengan penyelenggaraan s is tem perparitan;

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ii. Tidak berpuas hati dengan keadaan jalan yang berlubang dan sentiasa rosak;

iii. Penduduk tidak berpuas hati dengan perkhidmatan pungutan sampah; dan

iv. Penduduk tidak berpuas hati dengan tekanan air yang rendah, bekalan air bersih, paip air yang sering bocor serta kekerapan gangguan bekalan air.

5.3 Kegagalan Penguatkuasaan

5.3.1 BPA menerima 149 aduan di bawah kategori Kegagalan Penguatkuasaan bagi Kerajaan Negeri dan agensinya pada tahun 2007. Sebanyak 138 aduan telah dapat diselesaikan yang mana 114 aduan adalah berasas. Kategori Kegagalan Penguatkuasaan ini merupakan kategori aduan yang ketiga tertinggi bagi Pentadbiran Kerajaan Negeri.

5.3.2 Agensi di Negeri Pulau Pinang mempunyai 39 aduan dan sebanyak 37 aduan dapat diselesaikan. Daripada jumlah tersebut, sebanyak 31 aduan adalah berasas.

5.3.3 Negeri Selangor pula menerima sebanyak 34 aduan dan sebanyak 30 aduan telah diselesaikan yang mana 24 aduan adalah berasas.

5.3.4 Agensi di Negeri Johor menerima sebanyak 21 aduan yang mana 20 aduan telah diselesaikan dan 15 aduan adalah berasas.

5.3.5 Antara isu yang diadu bagi kategori ini adalah seperti:-

i. Kegagalan penguatkuasaan ke atas gangguan dan pencemaran bunyi;

ii. Kegagalan penguatkuasaan ke atas gerai ataupun premis perniagaan yang beroperasi tanpa lesen;

iii. Kegagalan penguatkuasaan ke atas penyalahgunaan premis kediaman untuk kegiatan perniagaan; dan

iv. Kegagalan penguatkuasaan ke atas pengubahsuaian rumah tanpa kebenaran.

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6. CONTOH KES BERASAS

6.1 Kenderaan Melebihi Muatan Merosakkan Jalan Kampung

Pengadu memaklumkan bahawa kenderaan pengusaha mengumpul batang kelapa, getah dan lain-lain pokok yang melebihi muatan telah merosakkan jalan Kampung Sri Merlong, Rengit, Batu Pahat, Johor.

Hasil siasatan menunjukkan jalan kampung tersebut hanya dapat menampung kenderaan yang bermuatan 5 tan sedangkan kenderaan yang bermuatan 10 tan sering kali kelihatan di kawasan tersebut. Setelah aduan dipanjangkan ke Jabatan Pengangkutan Jalan (JPJ), tindakan penguatkuasaan telah dilaksanakan dan saman dikeluarkan kepada kenderaan yang melebihi muatan.

6.2 Permohonan Bayaran Pencen

Pengadu yang mewakili ibunya memaklumkan bahawa ibunya sudah hampir setahun setengah tidak menerima sebarang wang pencen arwah ayahnya. Permohonan wang pencen tersebut telah pun dibuat sebanyak dua kali tetapi tiada maklum balas daripada pihak Jabatan Perkhidmatan Awam (JPA).

Bahagian Pencen JPA mengambil maklum aduan tersebut dan telah pun mengambil langkah proaktif untuk menangani masalah tersebut. JPA telah pun berjaya menyelesaikan semua proses bayaran.

6.3 Pembakaran Terbuka Di Tanjung Bungah, Pulau Pinang

Pengadu mengadu bahawa pembakaran terbuka berdekatan dengan Kolej Tunku Abdul Rahman yang didakwa dilakukan selepas jam 4.00 atau 5.00 petang. Pengadu meminta supaya aktiviti pembakaran ini dapat dihentikan segera kerana ia menimbulkan banyak gangguan kepada penduduk sekitar.

Setelah menerima aduan tersebut, BPA telah memaklumkan kepada Jabatan Alam Sekitar (JAS). Hasil siasatan mendapati aktiviti pembakaran dilakukan di kawasan pembinaan projek perumahan yang berhampiran. JAS telah mengeluarkan kompaun di bawah Seksyen 29A (1) Akta Kualiti Alam Sekeliling 1974 Pindaan 2000 kepada pemaju tersebut.

6.4 Tuntutan Bayaran Balik Baki Kredit Pinjaman Perumahan

Pengadu telah membayar secara tunai sebanyak RM946.99 pada Oktober 2006 bagi tujuan bayaran balik bulanan pinjaman perumahan kerana Arahan Potongan Gaji hanya akan dimulakan pada Disember 2006. Bagaimanapun,

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pengadu mendapati gaji bulan Oktober menunjukkan potongan telah dilakukan. Menyedari berlaku pembayaran berganda, maka pada November 2006 pengadu memohon Bahagian Pinjaman Perumahan (BPP) untuk mengembalikan bayaran yang telah dibuat tetapi tidak memperolehnya.

BPA menerima aduan pada 21 Mac 2007 dan siasatan dibuat. BPP telah membuat bayaran balik baki kredit melalui baucer ganti No. 314176 pada 9 April 2007.

6.5 Tempat Pembuangan Sampah Di Jalan Panji Alam, Kuala Terengganu

Pengadu memaklumkan bahawa pihak PBT gagal menyelenggarakan sampah di kawasan Taman Perumahan Jalan Panji Alam. Kawasan tersebut merupakan tempat pembuangan sampah seketika dahulu, tetapi tong sampah telah pun dipindahkan. Walau bagaimanapun penduduk yang tidak bertanggungjawab tetap membuang sampah di kawasan tersebut dan menyebabkan bau busuk dan pembiakan lalat. Pencemaran sebegitu telah mencacatkan pandangan umum. Perkara tersebut telah dimaklumkan kepada pihak PBT namun masih tiada tindakan yang diambil.

BPA telah memanjangkan kes tersebut kepada pihak PBT yang berkaitan dan kerja pembersihan telah pun dibuat. Pihak PBT memaklumkan pemantauan berterusan ke atas kawasan tersebut akan dibuat.

6.6 Tiada Penyelenggaraan di Taman Wangi, Gua Musang, Kelantan

Pengadu mendakwa Taman Wangi, Gua Musang adalah seperti mini hutan simpan, yang mana rumput panjang tidak dipotong dan longkang tidak diselia oleh pihak PBT.

BPA menerima aduan pada 6 Ogos 2007 dan siasatan telah dibuat. Hasil siasatan mendapati pihak PBT telah merangka semula jadual penyelenggaraan kawasan taman tersebut, terutamanya pemotongan rumput dan penyelenggaraan longkang. Satu gotong-royong anjuran bersama pihak BPA, PBT, KESEDAR dan penduduk kampung Taman Wangi diadakan pada 8 September 2007.

6.7 Tuntutan Ganti Rugi Rumah Kediaman Yang Disebabkan Oleh Pembinaan Sistem Perparitan

Pengadu memaklumkan bahawa pihak PBT telah membina dan menyiapkan sistem perparitan Bandar DC3 (pakej 4) Kuala Terengganu di hadapan rumahnya yang menyebabkan keretakan besar pada rumahnya. Pengadu telah pun membuat permohonan ganti rugi. Walau bagaimanapun, sehingga hari ini masih tiada sebarang tindakan atau keputusan yang diterima.

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Pihak kontraktor tidak mahu membayar ganti rugi kepada pengadu kerana kerja perparitan tersebut tidak dilindungi insurans. BPA telah melaporkan kes tersebut kepada kerajaan Negeri Terengganu dan pihak kontraktor diarahkan supaya membayar pampasan sebanyak RM25,000.00 kepada pengadu.

6.8. Pencemaran Persekitaran Yang Disebabkan Oleh Operasi Restoran Anjung Merah, Subang Jaya, Selangor

Pengadu telah mendakwa pihak Majlis Perbandaran Subang Jaya (MPSJ) tidak mempedulikan aduan yang disalurkan berkenaan dengan Restoran Anjung Merah. Operasi restoran tersebut telah menyebabkan gangguan dan ketidakselesaan kepada penghuni setempat.

BPA telah menyiasat aduan tersebut bersama-sama dengan pihak MPSJ dan Indah Water Konsortium (IWK). Sebanyak 6 notis dan 18 kompaun telah dikeluarkan kepada pemilik premis. Tindakan penambahbaikan seperti memasang perangkap gris tambahan bagi aktiviti pembasuhan dan pemasangan serombong bunyi telah pun dilakukan oleh pemilik premis.

6.9. Tiada Perkhidmatan Yang Diberikan Oleh Majlis Daerah Bentong Di Genting Permai, Pahang

Genting Permai merupakan kawasan di bawah seliaan Majlis Daerah Bentong (MDB). MDB didakwa tidak memberi serta menyediakan perkhidmatan seperti pembuangan sampah, pemotongan rumput dan penyelenggaraan cerun bagi kawasan tersebut sedangkan cukai pintu dan cukai tanah dibayar. Pihak pengadu turut menuntut kos penyelenggaraan yang dibelanjakan daripada pihak MDB.

Hasil siasatan menunjukkan pihak MDB telah pun bersetuju dan melaksanakan perkhidmatan yang dipersetujui. Perkhidmatan pengangkutan sampah telah dimulakan pada 1 Julai 2007 dengan kekerapan sebanyak 3 kali seminggu. Sementara itu, perkhidmatan pemotongan rumput telah dimulakan pada 19 Julai 2007 dengan kekerapan sebulan sekali. Atas faktor kewangan, pihak MDB tidak dapat membayar tuntutan pihak pengadu dan perkara ini telah dimaklumkan kepada Kerajaan Negeri Pahang untuk pertimbangan. Keputusan menunjukkan bayaran ganti rugi tidak akan dibuat dan pihak pengadu boleh membawa kes tuntutan tersebut ke mahkamah sekiranya tidak berpuas hati.

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BaB 4aktiviti dan Program BPa

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aktiviti dan Program BPa

Bagi memberi peluang kepada orang ramai untuk membuat pengaduan, BPA telah 1. melaksanakan beberapa Program Pro-aktif seperti Kaunter Aduan Bergerak (KAB), Kaunter Adun Bergerak Bersepadu (KABB) dan Program Mesra Rakyat (MESRA). Sepanjang tahun 2007, BPA telah mengadakan sebanyak 63 Program Pro-aktif. Jadual IX menunjukkan bilangan Program Pro-aktif yang telah dijalankan oleh setiap Pejabat Negeri BPA.

Jadual IX:

Bilangan Program Pro-Aktif Yang Dijalankan Oleh Pejabat Negeri BPA Pada Tahun 2007

Pejabat NegeriBilangan Program

KAB KABB MESRA Jumlah

Kedah, Pulau Pinang dan Perlis 3 2 0 5

Perak 5 1 0 6

Terengganu dan Kelantan 7 3 1 11

Pahang 6 1 1 8

Selangor dan Wilayah Persekutuan 4 3 1 8

Melaka dan Negeri Sembilan 3 0 0 3

Johor 14 3 2 19

Sabah 1 2 0 3

Sarawak 0 0 0 0

JUMLAH 43 15 5 63

2. PROGRAM MESRA RAKYAT (MESRA)

2.1 Program MESRA adalah satu majlis dialog di antara orang awam dengan agensi Kerajaan sama ada di peringkat negeri atau daerah yang melibatkan Ketua-ketua masyarakat, persatuan-persatuan penduduk, nelayan, pekebun kecil, penjaja serta badan sukarela dengan ketua-ketua jabatan. Tujuan program ini adalah untuk menyediakan saluran kepada orang awam mengemukakan kemusykilan yang dihadapi ketika berurusan dengan agensi-agensi Kerajaan. Program ini mula dilaksanakan pada tahun 2003 berdasarkan kepada Surat Pekeliling Kemajuan Pentadbiran Awam (SPKPA) Bil. 1 Tahun 2002.

BAB 4

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2.2 Pada tahun 2007, BPA telah menjalankan 5 Program MESRA. Jumlah kehadiran adalah seramai 1,895 orang. Tempat-tempat yang telah diadakan Program MESRA, jumlah isu yang berbangkit, yang diselesaikan, jumlah kehadiran semasa Program MESRA adalah seperti Jadual X.

Jadual X:

Program MESRA Pada Tahun 2007

Bil. Tarikh Program

Tempat Program Bil. Kehadiran

Bil. Isu Berbangkit

Bil. Isu Diselesaikan

1 15 Mac 07 Pontian, Johor 350 15 15

2 20 Mei 07 Titiwangsa, Kuala Lumpur 520 33 26

3 5 Jun 07 Raub, Pahang 315 31 31

4 6 Ogos 07 Gua Musang, Kelantan 250 21 21

5 6 Nov 07 Batu Pahat, Johor 460 13 13

JUMLAH 1,895 113 106

2.3 BPA sentiasa memantau perkembangan aduan yang berbangkit semasa program dijalankan bagi memastikan penyelesaian dibuat sewajarnya. Semua aduan yang dibangkitkan semasa Program MESRA telah dimasukkan dalam sistem komputer BPA dan dibuat tindakan susulan sehingga selesai.

3. KAUNTER ADUAN BERGERAK (KAB) DAN KAUNTER ADUAN BERGERAK BERSEPADU (KABB)

3.1 KAUNTER ADUAN BERGERAK (KAB)

3.1.1 Program KAB ialah satu program di mana BPA membuka kaunter di peringkat mukim untuk menerima aduan awam. Program ini berjalan sejak tahun 1989 dengan istilah Litaran mengikut Pekeliling Kemajuan Pentadbiran Awam (PKPA) Bil. 4 Tahun 1992. Program ini telah dilaksanakan di semua negeri dan tumpuan utama program ini ialah di kawasan pedalaman.

3.1.2 Sepanjang tahun 2007, BPA telah melaksanakan sebanyak 43 KAB. Jumlah pelanggan yang datang semasa KAB adalah seramai 374 orang dan jumlah aduan yang diterima adalah sebanyak 147. Bilangan pengadu dan aduan yang diterima menerusi Program KAB adalah seperti di Jadual XI.

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Jadual XI:

Program KAB Pada Tahun 2007

Bil. Pejabat Negeri Bil.KAB

Bil. Pelanggan

Bil.Aduan

1 Kedah, Pulau Pinang dan Perlis 3 10 9

2 Perak 5 53 24

3 Terengganu dan Kelantan 7 37 27

4 Pahang 6 25 9

5 Selangor dan Wilayah Persekutuan 4 106 7

6 Melaka dan Negeri Sembilan 3 12 0

7 Johor 14 129 71

8 Sabah 1 2 0

Jumlah 43 374 147

3.2 KAUNTER ADUAN BERGERAK BERSEPADU (KABB)

3.2.1 Program Kaunter Aduan Bergerak Bersepadu (KABB) wujud hasil daripada penambahbaikan yang dibuat kepada Kaunter Aduan Bergerak (KAB) dengan matlamat untuk mengekal dan memperluaskan program ini di seluruh negara. KABB yang pertama diadakan pada tahun 2005 di Taiping, Perak. Program ini bukan sahaja melibatkan kaunter BPA malah turut melibatkan pelbagai kaunter dari jabatan-jabatan kerajaan yang lain.

3.2.2 KABB dikendalikan oleh pegawai BPA dan Jabatan/Agensi setempat secara bersemuka dengan masyarakat setempat bagi memberi peluang kepada mereka membuat aduan atau menyatakan ketidakpuasan hati terhadap sebarang tindakan pentadbiran Kerajaan termasuk juga agensi Kerajaan yang diswastakan.

3.2.3 Pada tahun 2007, sebanyak 15 KABB telah dijalankan oleh BPA. Bilangan pengadu dan aduan yang diterima menerusi Program KABB adalah seperti di Jadual XII.

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Jadual XII:

Program KABB Pada Tahun 2007

Bil. Pejabat Negeri Bil.KABB

Bil. Pelanggan

Bil.Aduan

1 Kedah, Pulau Pinang dan Perlis 2 250 271

2 Perak 1 20 20

3 Terengganu dan Kelantan 3 77 102

4 Pahang 1 100 62

5 Selangor dan Wilayah Persekutuan 3 92 80

7 Johor 3 694 134

8 Sabah 2 196 2

Jumlah 15 1,429 671

4. Sistem Pemantauan Aduan Agensi Awam (iSPAAA)

BPA telah membangunkan satu projek di bawah peruntukan pembangunan Rancangan Malaysia Ke-9. Projek ini bertujuan untuk mewujudkan satu sistem elektronik bagi memantau aduan yang diterima oleh semua agensi kerajaan. Projek ini telah bermula pada suku ke-empat tahun 2007 dan dijangka siap pada Oktober 2008.

Kaunter BPA semasa program KABB Muar, Johor

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5. Pemantauan Aduan Melalui Akhbar

Dalam bulan Oktober tahun 2007, BPA telah diberi tanggungjawab untuk membuat pengawasan terhadap berita yang berkaitan dengan Perkhidmatan Awam yang disiarkan dalam akhbar. Agensi yang berkaitan dikehendaki mengambil tindakan sewajarnya untuk menyelesaikan aduan yang disiarkan.

6. TINJAUAN MAKLUM BALAS AWAM

6.1 Sepanjang tahun 2007, sebanyak dua tinjauan telah dijalankan, iaitu pada bulan Februari dan bulan Disember. Tinjauan maklum balas yang pertama telah dilaksanakan selama 21 hari, iaitu daripada 4 hingga 24 Februari 2007. Soalan tinjauan adalah ‘Apakah perkara yang menjadi kebimbangan anda pada masa kini?’.

6.2 Jadual XIII menunjukkan keputusan tinjauan yang pertama.

Jadual XIII:

Tinjauan Maklum Balas Bil. 1/2007

Indikator Pilihan Jumlah Peratus (%)

A Bencana alam 5,638 12.9

B Gejala sosial 14,756 33.9

C Jenayah 7,571 17.4

D Kos sara hidup 8,264 19.0

E Peluang pekerjaan 5,812 13.3

F Perkara-perkara lain 1,533 3.5

Jumlah Keseluruhan 43,574 100.0

6.3 Tinjauan maklum balas yang kedua telah dilaksanakan daripada 2 hingga 12 Disember 2007, iaitu selama 11 hari. Soalan tinjauan adalah ‘Apakah penilaian anda terhadap Rancangan Malaysia Ke-9 setakat ini?’.

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6.4 Jadual XIV menunjukkan dapatan tinjauan yang kedua.

Jadual XIV:

Tinjauan Maklum Balas Bil. 2/2007

Indikator Jawapan Jumlah Peratus (%)

A Baik 4,394 16.2

B Mampu menjana pertumbuhan ekonomi 5,909 21.8

C Masih awal dan di peringkat pengumuman 3,165 11.7

D Tempoh pelaksanaan panjang 1,551 5.7

E Kurang maklumat 5,350 19.7

F Tumpuan tidak menyeluruh 2,854 10.5

GBelum mendatangkan sebarang manfaat kepada saya

3,358 12.4

H Perkara-perkara lain 556 2.0

Jumlah Keseluruhan 27,137 100.0

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lamPiran

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iBu PeJaBat dan PeJaBat negeri BPa

Biro Pengaduan Awam1. Jabatan Perdana Menteri Aras 6, Blok B1, Pusat Pentadbiran Kerajaan Persekutuan, 62502 PUTRAJAYA

No. Telefon : 03-8888 7777 No. Faksimili : 03-8888 7778 / 3748

Biro Pengaduan Awam2. Jabatan Perdana Menteri Paras 44, Bangunan KOMTAR, Jalan Pinang, 10000 PULAU PINANG No. Telefon : 04-263 6893 No. Faksimili : 04-263 6894

Biro Pengaduan Awam3. Jabatan Perdana Menteri Tingkat 2, Bangunan MAYBAN TRUST, No. 28 Jalan Tun Sambanthan, 30000 Ipoh, PERAK

No. Telefon : 05-255 8500 No. Faksimili : 05-255 8501

Biro Pengaduan Awam4. Jabatan Perdana Menteri Tingkat 41, Lot 2, Menara TH Perdana, Jalan Sultan Ismail, 50250, KUALA LUMPUR

No. Telefon : 03-2691 1346 No. Faksimili : 03-2692 9107

Biro Pengaduan Awam5. Jabatan Perdana Menteri Tingkat 3, Bangunan Bank Rakyat, Jalan Hang Tuah, 75300 MELAKA

No. Telefon : 06-288 1900 No. Faksimili : 06-288 1901

LAMPIRAN I

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Biro Pengaduan Awam6. Jabatan Perdana Menteri Tingkat 21, Bangunan KOMTAR, Jalan Wong Ah Fook, 80505 Johor Bahru, JOHOR No. Telefon : 07-223 0900 No. Faksimili : 07-224 3557

Biro Pengaduan Awam7. Jabatan Perdana Menteri Tingkat 17, Kompleks Teruntum, Jalan Mahkota, Kuantan, 25000 PAHANG

No. Telefon : 09-514 4455 No. Faksimili : 09-514 4477

Biro Pengaduan Awam8. Jabatan Perdana Menteri Tingkat 2, Wisma MAIDAM, Jalan Banggol, Kuala Terengganu, 20100 TERENGGANU

No. Telefon : 09-623 8135 No. Faksimili : 09-623 8134

Biro Pengaduan Awam9. Jabatan Perdana Menteri Suite 6-15, Tingkat 6, Menara MAA, No. 6, Lorong Api-api 1, 88800 Kota Kinabalu, SABAH

No. Telefon : 088-280 300 No. Faksimili : 088-280 301

Biro Pengaduan Awam10. Jabatan Perdana Menteri Tingkat 5, Bangunan Bank Negara Malaysia Sarawak, Jalan Satok, Kuching, 93400 SARAWAK

No. Telefon : 082-415 004 No. Faksimili : 082-415 005

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senarai Pegawai Biro Pengaduan awam

Ketua Pengarah : Dr. Chua Hong Teck

Timbalan Ketua Pengarah I : Isbah bin Idrus

Timbalan Ketua Pengarah II : Suriyaty binti Hj. Muslim

Pengarah Pengurusan : Jamalludin bin Kasbi (Sehingga 1 September 2007)

: Ahmad Samuri bin Md Dahlan (Mulai 10 September 2007) Ketua Penolong Pengarah : Md. Nasir bin Ecsoff

: Haji Wan Zulkiffeli bin Wan Hassan

: Nor Hisham bin Ibrahim

: Haji Najimuddin bin Esa

: Olivia binti Ogor

: Lim Ah Tin (Sehingga 1 Mac 2007)

: Zaiton bin Bachik (Sehingga 16 Mac 2007) : Shanmuganathan a/l Chelliah (Bersara wajib pada 18 Mei 2007)

: Ahmad Samuri bin Md Dahlan (Mulai pada 16 Mac - 9 September 2007 bertukar ke jawatan Pengarah Pengurusan)

: Julia binti Jaladdin : Abu Hassan bin Omar

LAMPIRAN II

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Penasihat Undang-undang : Leo Anak Saga (Sehingga 1 Oktober 2007)

Penolong Pengarah (Kanan) : Cheah Chee Fong

: Siva Balan a/l Damodharan

Penolong Pengarah : Nik Ahmad Zahiruddin bin Nik Saleh (Sehingga 15 Jun 2007)

: Saravanan a/l Gogarajah

: Rowenna Lantung Entang

: Lim Ai Rin

Pegawai Perhubungan Awam : Bahaludin bin Amat

Pegawai Sistem Maklumat : Noor Iskandar bin Zubir

Penolong Pegawai Sistem : Salbiah binti BabaMaklumat (Sehingga 16 Oktober 2007)

: Herdayu bt Hamid Penolong Pegawai Tadbir : Ruza bin Elias

: MohdShafiaibinAbdulRahman

: Mohd Radzi bin Jusoh : Zainon bt Abu

: Zaleha binti Mohamed

: Mustafa bin Mohd Jizat (Sehingga 1 Jun 2007)

: Saari bin Omar

: Malek bin Mansor : Siti Aminah bt Mohamad Yasin

Penolong Akauntan : Nor Fadillah binti Bakri

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PeJaBat negeri BPa1. BPA WILAYAH PERSEKUTUAN / SELANGOR

Pengarah Negeri : Asmawar bin Samad

Penolong Pengarah : Cheah Chee Fong (Sehingga 30 Januari 2007 bertukar ke Ibu Pejabat)

: Rizal Shahrurein bin Kamaruddin

: Khatijah binti Isa

: ZulkifliAminbinMohd.Shahidun

: Ishak bin Mohd. Radzi (Sehingga 16 April 2007)

: Sharimah bt Mohamad Shariffodin

2. BPA TERENGGANU / KELANTAN

Pengarah Negeri : Md Din bin Jusoh

Penolong Pengarah : Khairil Zuhdi bin Khairuddin

: Sulaiman bin Senik

3. BPA PULAU PINANG / KEDAH / PERLIS

Pengarah Negeri : Aziz bin Ismail

Penolong Pengarah : Lekshimi a/p Muniandy

: Anushela a/p Muniandy

: Hilmi bin Abdul Rahman

: Faridah binti Ahmad

4. BPA JOHOR

Pengarah Negeri : Rohani bin Salleh

Penolong Pengarah : Jazmaliza binti Jamaludin

: Paramjothy a/l Muthuvelu

: Loh Lee Too (Sehingga 16 April 2007)

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5. BPA MELAKA/ NEGERI SEMBILAN

Pengarah Negeri : Mahpof bin Mahmood

Penolong Pengarah : Ranimah binti Putra

: Haji Mohamad bin Ibrahim 6 BPA PAHANG

Pengarah Negeri : Wee Lip Ping

Penolong Pengarah : Karuddin bin Jusoh

7. BPA PERAK

Pengarah Negeri : Shahrul Affendi bin Baharudin

Penolong Pengarah : Ganesh Babu Devar a/l Kuppan

: Hamnatul Akma bt Mior Lup Ahmad 8. BPA SABAH

Pengarah Negeri : Muharir bin Kamarudin

Penolong Pengarah : Clare William Sorimpok

: Muhammad Azrin bin Mohamad Jalani (Sehingga 23 Julai 2007; bertukar ke ibu pejabat)

: Muhammad Najib bin Zailani

9. BPA SARAWAK

Pengarah Negeri : Phillip Stephen Shim

Penolong Pengarah : Ramlan bin Hussein @ Hashim

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LAMPIRAN III

Borang Maklum Balas BPA

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LAMPIRAN Iv

CONTOH SURAT PENGHARGAAN DARIPADA PENGADU

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LAMPIRAN v

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LAMPIRAN vI

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STATISTIK ADUAN MENGIKUT KATEGORI BAGI KEMENTERIAN TAHUN 2007

KELEWATAN / TIADA TINDAKAN1.

Bil. Kementerian Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Kewangan 121 112 97 15 86.6

2 Keselamatan Dalam Negeri 112 100 64 36 64.0

3 Tenaga, Air dan Komunikasi 90 85 68 17 80.0

4 Hal Ehwal Dalam Negeri 69 63 27 36 42.9

5 Sumber Asli dan Alam Sekitar 68 67 55 12 82.1

6 Wilayah Persekutuan 58 37 28 9 75.7

7 Pelajaran 53 48 39 9 81.3

8 Jabatan Perdana Menteri 50 48 29 19 60.4

9 Kerja Raya 45 45 39 6 86.7

10 Kesihatan 40 32 25 7 78.1

11Pembangunan Wanita, Keluarga dan Masyarakat

30 28 18 10 64.3

12 Sumber Manusia 25 22 15 7 68.2

13 Pertanian dan Industri Asas Tani 22 22 17 5 77.3

14 Kemajuan Luar Bandar dan Wilayah 21 21 16 5 76.2

15Perdagangan Dalam Negeri dan Hal Ehwal Pengguna

13 11 6 5 54.4

16 Perumahan dan Kerajaan Tempatan 10 5 5 0 100.0

17 Pengajian Tinggi 9 9 3 6 33.3

18 Pengangkutan 6 6 2 4 33.3

19 Pertahanan 6 6 2 4 33.3

20Pembangunan Usahawan dan Koperasi

5 5 3 2 60.0

21 Penerangan 3 3 1 2 33.3

22 Luar Negeri 2 2 2 0 100.0

23 Belia dan Sukan 2 1 0 1 0.0

24 Pelancongan 1 0 0 0 0.0

25 Kebudayaan, Kesenian dan Warisan 1 1 1 0 100.0

26Perdagangan Antarabangsa dan Industri

1 1 1 0 100.0

JUMLAH 863 780 563 217 72.2

LAMPIRAN vII

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2. TINDAKAN TIDAK ADIL

Bil. Kementerian Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Keselamatan Dalam Negeri 25 24 10 14 41.7

2 Pelajaran 25 24 7 17 29.2

3 Jabatan Perdana Menteri 22 21 7 14 33.3

4 Tenaga, Air dan Komunikasi 20 18 7 11 38.9

5 Kewangan 16 13 2 11 15.4

6 Kesihatan 15 14 6 8 42.9

7 Pengajian Tinggi 10 10 5 5 50.0

8 Sumber Manusia 9 9 4 5 44.4

9 Sumber Asli dan Alam Sekitar 8 8 2 6 25.0

10 Perumahan dan Kerajaan Tempatan 8 4 2 2 50.0

11 Kemajuan Luar Bandar dan Wilayah 7 7 1 6 14.3

12 Hal Ehwal Dalam Negeri 7 7 2 5 28.6

13 Pengangkutan 7 7 2 5 28.6

14 Pertanian dan Industri Asas Tani 6 6 3 3 50.0

15 Pertahanan 6 6 1 5 16.7

16Pembangunan Wanita, Keluarga dan Masyarakat

6 6 3 3 50.0

17Pembangunan Usahawan dan Koperasi

6 6 2 4 33.3

18 Kerja Raya 5 5 4 1 80.0

19 Wilayah Persekutuan 4 3 1 2 33.3

20 Kebudayaan, Kesenian dan Warisan 2 2 0 2 0.0

21Perusahaan Perladangan dan Komoditi

1 1 0 1 0.0

22 Luar Negeri 1 1 0 1 0.0

23 Penerangan 1 0 0 0 0.0

24Perdagangan Dalam Negeri dan Hal Ehwal Pengguna

4 4 0 4 0.0

JUMLAH 221 206 71 135 34.5

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3. KEKURANGAN KEMUDAHAN AWAM

Bil. Kementerian Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Kerja Raya 40 40 35 5 87.5

2 Tenaga, Air dan Komunikasi 15 15 11 4 73.3

3 Pertanian dan Industri Asas Tani 11 11 11 0 100.0

4 Sumber Asli dan Alam Sekitar 6 6 4 2 66.7

5 Kesihatan 4 4 2 2 50.0

6Pembangunan Usahawan dan Koperasi

4 4 4 0 100.0

7 Wilayah Persekutuan 3 1 0 1 0.0

8 Pelajaran 3 3 2 1 66.7

9Kemajuan Luar Bandar dan Wilayah

2 2 2 0 100.0

10 Pengangkutan 1 1 0 1 0.0

11Perumahan dan Kerajaan Tempatan

1 1 1 0 100.0

12 Kewangan 1 1 0 1 0.0

13 Penerangan 1 1 0 1 0.0

JUMLAH 92 90 72 18 80.0

4. KEPINCANGAN PERLAKSANAAN DASAR DAN KELEMAHAN UDANG-UNDANG

Bil. Kementerian Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Keselamatan Dalam Negeri 4 4 3 1 87.5

2 Pertahanan 2 2 1 1 50.0

3Pembangunan Wanita, Keluarga dan Masyarakat

1 1 0 1 0.0

4 Pelajaran 1 1 1 0 100.0

5 Pengangkutan 1 1 0 1 0.0

6 Pertanian dan Industri Asas Tani 1 1 1 0 100.0

7 Kewangan 1 1 0 1 0.0

JUMLAH 11 11 6 5 54.5

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5. SALAH GUNA KUASA / PENYELEWENGAN

Bil. Kementerian Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Keselamatan Dalam Negeri 11 9 0 9 0.0

2 Pelajaran 9 8 4 4 50.0

3 Jabatan Perdana Menteri 4 2 0 2 0.0

4 Hal Ehwal Dalam Negeri 3 3 0 3 0.0

5 Kesihatan 2 2 2 0 100.0

6Kemajuan Luar Bandar dan Wilayah

1 1 1 0 100.0

7 Pengajian Tinggi 1 1 0 1 0.0

8Pertanian dan Industri Asas Tani

1 1 0 1 0.0

9 Penerangan 1 0 0 0 0.0

10 Kerja Raya 1 1 0 1 0.0

11 Sains, Teknologi dan Inovasi 1 1 0 1 0.0

12Pembangunan Usahawan dan Koperasi

1 0 0 0 0.0

13Perumahan dan Kerajaan Tempatan

1 1 0 1 0.0

JUMLAH 37 30 7 23 23.3

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6. SALAH LAKU ANGGOTA AWAM

Bil. Kementerian Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Pelajaran 11 9 4 5 44.4

2 Keselamatan Dalam Negeri 9 5 3 2 60.0

3 Pengangkutan 6 6 2 4 33.3

4 Hal Ehwal Dalam Negeri 5 5 1 4 20.0

5 Sumber Manusia 4 4 2 2 50.0

6 Kesihatan 3 2 1 1 50.0

7 Jabatan Perdana Menteri 3 3 1 2 33.3

8 Sumber Asli dan Alam Sekitar 2 2 0 2 0.0

9 Kewangan 2 2 1 1 50.0

10Pertanian dan Industri Asas Tani

1 1 0 1 0.0

11 Pertahanan 1 1 1 0 100.0

12Perdagangan Dalam Negeri dan Hal Ehwal Pengguna

1 1 1 0 100.0

13Pembangunan Usahawan dan Koperasi

1 1 0 1 0.0

14Perumahan dan Kerajaan Tempatan

1 1 1 0 100.0

15 Luar Negeri 1 1 1 0 100.0

JUMLAH 51 44 19 25 43.2

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7. KEGAGALAN MENGIKUT PROSEDUR YANG DITETAPKAN

Bil. Kementerian Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Pelajaran 10 9 4 5 44.4

2 Kerja Raya 7 7 2 5 28.6

3 Keselamatan Dalam Negeri 7 6 3 3 50.0

4Pertanian dan Industri Asas Tani

6 6 4 2 66.7

5 Hal Ehwal Dalam Negeri 6 6 4 2 66.7

6 Kewangan 6 6 3 3 50.0

7 Sumber Asli dan Alam Sekitar 5 4 2 2 50.0

8 Jabatan Perdana Menteri 4 4 2 2 50.0

9 Tenaga, Air dan Komunikasi 4 4 4 0 100.0

10 Kesihatan 4 4 0 4 0.0

11 Wilayah Persekutuan 4 2 1 1 50.0

12Kemajuan Luar Bandar dan Wilayah

3 3 2 1 66.7

13Pembangunan Wanita, Keluarga dan Masyarakat

1 1 1 0 100.0

14Perdagangan Dalam Negeri dan Hal Ehwal Pengguna

1 1 0 1 0.0

15Perusahaan Perladangan dan Komoditi

1 1 0 1 0.0

16 Penerangan 1 0 0 0 0.0

JUMLAH 70 64 32 32 50.0

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8. KEGAGALAN PENGUATKUASAAN

Bil. Kementerian Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Keselamatan Dalam Negeri 18 16 11 5 68.8

2 Sumber Asli dan Alam Sekitar 17 16 11 5 68.8

3 Pengangkutan 14 12 9 3 75.0

4 Wilayah Persekutuan 14 9 8 1 88.9

5Perdagangan Dalam Negeri dan Hal Ehwal Pengguna

12 11 6 5 54.5

6 Pertanian dan Industri Asas Tani 11 11 7 4 63.6

7 Hal Ehwal Dalam Negeri 10 10 7 3 70.0

8 Tenaga, Air dan Komunikasi 4 4 3 1 87.5

9 Kesihatan 4 4 1 3 25.0

10 Jabatan Perdana Menteri 3 3 3 0 100.0

11 Sumber Manusia 3 3 1 2 33.3

12 Kewangan 2 2 1 1 50.0

13Perumahan dan Kerajaan Tempatan

2 1 1 0 100.0

14Kemajuan Luar Bandar dan Wilayah

1 1 0 1 0.0

15Pembangunan Usahawan dan Koperasi

1 1 0 1 0.0

16 Kerja Raya 1 1 1 0 100.0

JUMLAH 117 105 70 35 66.7

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9. KUALITI PERKHIDMATAN YANG TIDAK MEMUASKAN

Bil. Kementerian Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Tenaga, Air dan Komunikasi 47 45 38 7 84.4

2 Keselamatan Dalam Negeri 31 23 8 15 34.8

3 Kerja Raya 26 26 22 4 84.6

4 Kesihatan 22 21 14 7 66.7

5 Hal Ehwal Dalam Negeri 21 19 8 11 42.1

6 Sumber Asli dan Alam Sekitar 18 18 13 5 72.2

7 Pelajaran 14 14 11 3 78.6

8 Jabatan Perdana Menteri 11 11 9 2 81.8

9 Kewangan 10 8 8 0 100.0

10Pembangunan Wanita, Keluarga dan Masyarakat

6 6 4 2 66.7

11 Wilayah Persekutuan 6 5 5 0 100.0

12 Pengajian Tinggi 5 5 5 0 100.0

13 Pengangkutan 4 4 1 3 25.0

14 Sumber Manusia 4 4 3 1 75.0

15Perdagangan Dalam Negeri dan Hal Ehwal Pengguna

3 2 1 1 50.0

16 Penerangan 3 2 1 1 50.0

17Kemajuan Luar Bandar dan Wilayah

3 3 2 1 66.7

18Pembangunan Usahawan dan Koperasi

2 2 0 2 0.0

19 Pelancongan 2 2 1 1 50.0

20 Luar Negeri 2 2 1 1 50.0

21Perumahan dan Kerajaan Tempatan

1 1 1 0 100.0

JUMLAH 241 223 156 67 70.0

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10. PELBAGAI ADUAN

Bil. Kementerian Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Wilayah Persekutuan 13 9 7 2 77.8

2 Tenaga, Air dan Komunikasi 8 8 7 1 87.5

3 Kerja Raya 7 6 6 0 100.0

4 Pelajaran 7 6 3 3 50.0

5 Hal Ehwal Dalam Negeri 6 5 4 1 80.0

6 Keselamatan Dalam Negeri 6 5 3 2 60.0

7Perdagangan Dalam Negeri dan Hal Ehwal Pengguna

5 5 4 1 80.0

8 Sumber Manusia 5 5 1 4 20.0

9 Kesihatan 4 4 2 2 50.0

10 Jabatan Perdana Menteri 4 3 1 2 33.3

11Pembangunan Usahawan dan Koperasi

3 3 3 0 100.0

12 Pengajian Tinggi 3 2 1 1 50.0

13 Sumber Asli dan Alam Sekitar 3 3 1 2 33.3

14Kemajuan Luar Bandar dan Wilayah

2 2 2 0 100.0

15Perumahan dan Kerajaan Tempatan

2 2 1 1 50.0

16 Pertanian dan Industri Asas Tani 2 2 1 1 50.0

17 Kewangan 2 1 0 1 0.0

18 Penerangan 1 1 0 1 0.0

19Pembangunan Wanita, Keluarga dan Masyarakat

1 1 1 0 100.0

20 Pengangkutan 1 1 0 1 0.0

JUMLAH 85 74 48 26 64.9

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STATISTIK ADUAN MENGIKUT KATEGORI BAGI NEGERI TAHUN 2007

1. KELEWATAN / TIADA TINDAKAN

Bil. Negeri Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Selangor 132 120 94 26 78.3

2 Johor 117 111 77 34 69.4

3 Perak 51 44 40 4 90.9

4 Kedah 44 41 29 12 70.7

5 Pahang 37 37 32 5 86.5

6 Pulau Pinang 28 27 25 2 92.6

7 Terengganu 26 25 13 12 52.0

8 Kelantan 12 12 8 4 66.7

9 Melaka 10 10 7 3 70.0

10 Negeri Sembilan 10 9 5 4 55.6

11 Perlis 2 2 2 0 100.0

12 Sarawak 2 2 2 0 100.0

13 W. Persekutuan Labuan 1 1 1 0 100.0

JUMLAH 472 441 335 106 76.0

LAMPIRAN vIII

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2. TINDAKAN TIDAK ADIL

Bil. Negeri Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Selangor 24 24 12 12 50.0

2 Kedah 14 14 9 5 64.3

3 Johor 13 13 2 11 15.4

4 Pahang 9 9 3 6 33.3

5 Perak 9 7 3 4 42.9

6 Pulau Pinang 8 8 5 3 62.5

7 Kelantan 5 5 1 4 20.0

8 Terengganu 4 4 1 3 25.0

9 Melaka 2 2 1 1 50.0

JUMLAH 88 86 37 49 43.0

3. KEKURANGAN KEMUDAHAN AWAM

Bil. Negeri Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Kedah 65 64 56 8 87.5

2 Johor 16 16 11 5 68.8

3 Selangor 16 15 10 5 66.7

4 Kelantan 11 11 8 3 72.7

5 Pahang 8 8 7 1 87.5

6 Perak 7 7 6 1 85.7

7 Melaka 4 4 3 1 75.0

8 Terengganu 4 4 4 0 100.0

9 Pulau Pinang 2 2 2 0 100.0

10 Negeri Sembilan 1 1 1 0 100.0

11 Perlis 1 1 1 0 100.0

JUMLAH 135 133 109 24 82.0

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4. KEPINCANGAN PERLAKSANAAN DASAR DAN KELEMAHAN UNDANG-UNDANG

Bil. Negeri Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Selangor 3 3 0 3 0.0

2 Perak 2 2 2 0 100.0

3 Kedah 1 1 1 0 100.0

4 Pahang 1 1 0 1 0.0

5 Sarawak 1 1 1 0 100.0

JUMLAH 8 8 4 4 50.0

5. SALAH GUNA KUASA / PENYELEWENGAN

Bil. Negeri Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Johor 5 5 1 4 20.0

2 Selangor 4 3 0 3 0.0

3 Pulai Pinang 1 1 0 1 0.0

4 Perak 1 1 0 1 0.0

JUMLAH 11 10 1 9 10.0

6. SALAH LAKU ANGGOTA AWAM

Bil. Negeri Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Perak 4 4 2 2 50.0

2 Johor 3 3 2 1 66.7

3 Kedah 1 1 1 0 100.0

4 Melaka 1 1 0 1 0.0

5 Pulau Pinang 1 1 1 0 100.0

6 Selangor 1 1 0 1 0.0

7 Terengganu 1 1 1 0 100.0

JUMLAH 12 12 7 5 58.3

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7. KEGAGALAN MENGIKUT PROSEDUR YANG DITETAPKAN

Bil. Negeri Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Johor 5 5 4 1 80.0

2 Kedah 4 3 1 2 33.3

3 Negeri Sembilan 4 4 2 2 50.0

4 Terengganu 4 4 3 1 75.0

5 Melaka 3 3 2 1 66.7

6 Selangor 3 3 2 1 66.7

7 Pulau Pinang 2 2 0 2 0.0

8 Perak 2 2 1 1 50.0

9 Pahang 1 1 0 1 0.0

JUMLAH 28 27 15 12 55.6

8. KEGAGALAN PENGUATKUASAAN

Bil. Negeri Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Pulau Pinang 39 37 31 6 83.8

2 Selangor 34 30 24 6 80.0

3 Johor 21 20 15 5 75.0

4 Kelantan 14 14 11 3 78.6

5 Kedah 13 11 9 2 81.8

6 Pahang 9 9 9 0 100.0

7 Perak 6 6 5 1 83.3

8 Terengganu 6 6 6 0 100.0

9 Negeri Sembilan 3 3 3 0 100.0

10 Melaka 2 0 0 0 0.0

11 Perlis 2 2 1 1 50.0

JUMLAH 149 138 114 24 82.6

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9. KUALITI PERKHIDMATAN YANG TIDAK MEMUASKAN

Bil. Negeri Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Selangor 43 36 29 7 80.6

2 Johor 38 38 24 14 63.2

3 Kedah 27 26 24 2 92.3

4 Kelantan 17 17 15 2 88.2

5 Pahang 15 15 14 1 93.3

6 Perak 10 10 9 1 90.0

7 Negeri Sembilan 8 8 6 2 75.0

8 Pulau Pinang 7 7 3 4 42.9

9 Terengganu 6 6 5 1 83.3

10 Melaka 2 1 1 0 100.0

JUMLAH 173 164 130 34 79.3

10. PELBAGAI ADUAN

Bil. Negeri Jumlah Siasatan

Jumlah Selesai

Berasas Tidak Berasas

Peratus Berasas

1 Selangor 25 23 18 5 78.3

2 Pahang 23 22 20 2 90.9

3 Negeri Sembilan 9 8 4 4 50.0

4 Melaka 5 5 4 1 80.0

5 Kedah 4 4 4 0 100.0

6 Kelantan 4 4 3 1 75.0

7 Johor 3 2 2 0 100.0

8 Perak 3 2 2 0 100.0

9 Terengganu 1 1 0 1 0.0

JUMLAH 77 71 57 14 80.3

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AKTIvITI BPA TAHUN 2007JANUARI AKTIvITI

18.1.2007 Lawatan kerja Y.B. Tan Sri Bernard Giluk Dompok ke BPA.

25.1.2007 Mesyuarat Pegawai Kanan BPA Bil 1/2007 di Bilik Mesyuarat Utama BPA, Aras 6, Blok B1, Kompleks Jabatan Perdana Menteri, Putrajaya.

26 - 29.1.2007 Lawatan kerja Pasukan Inspektorat Khas MAMPU ke BPA. 31.1.2007 Lawatan penuntut Universiti Kebangsaan Malaysia (UKM) ke BPA.

FEBRUARI

12.2.2007 Lawatan penuntut Universiti Kebangsaan Malaysia (UKM) ke BPA.

15.2.2007 Lawatan Pegawai Perhubungan Awam pelbagai Kementerian, Jabatan serta Agensi Kerajaan ke BPA.

MAC

8.3.2007 Mesyuarat Majlis Bersama Jabatan (MBJ) di Bilik Mesyuarat Utama BPA, Aras 6, Blok B1, Kompleks Jabatan Perdana Menteri, Putrajaya.

27.3.2007 Lawatan peserta kursus “Senior Executive Development Program” ke BPA.

28.3.2007 Lawatan Pegawai Perbendaharaan daripada Lembaga Hasil dalam Negeri ke BPA.

APRIL

2.4.2007 Lawatan kerja Y.B. Tan Sri Bernard Giluk Dompok ke BPA.

17.4.2007 Seminar Kaunseling untuk Kakitangan BPA

18.4.2007 Lawatan Pegawai Perhubungan Awam pelbagai Kementerian, Jabatan serta Agensi Kerajaan ke BPA.

23.4.2007 Lawatan kerja Y.B. Tan Sri Bernard Giluk Dompok ke Pejabat Negeri Johor BPA.

LAMPIRAN IX

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MEI

17.5.2007 Lawatan Pegawai Perbendaharaan daripada Kementerian Kewangan ke BPA.

28.5.2007 Lawatan delegasi dari Ombudsman Republik Kyrgyz ke BPA.

29.5.2007 Mesyuarat Majlis Bersama Jabatan (MBJ) di Bilik Mesyuarat Utama BPA, Aras 6, Blok B1, Kompleks Jabatan Perdana Menteri, Putrajaya.

JUN

11 - 15.6.2007 Lawatan delegasi daripada Jabatan Perkhidmatan Pengurusan, Jabatan Perdana Menteri Brunei Darussalam ke BPA.

12 - 13.6.2007 Lawatan pegawai daripada Unit Perhubungan Awam & Korporat, Jabatan Ketua Menteri Sarawak ke BPA.

28.6.2007 Lawatan golongan eksekutif muda sektor swasta dan awam daripada Institut Integriti Malaysia ke BPA.

JULAI

12 - 13.7.2007 Mesyuarat Kajian Semula Perancangan Strategik BPA di Swiss Garden Resort & Spa Kuantan, Pahang.

25.7.2007 Lawatan kerja pegawai Jabatan Perdana Menteri Brunei Darussalam ke BPA.

26.7.2007 Lawatan pegawai dan kakitangan Jabatan Penerangan Malaysia ke BPA.

OGOS

2.8.2007 Lawatan delegasi dari Provincial Ombudsman, Sindh, Pakistan ke BPA.

SEPTEMBER

6.9.2007 Lawatan penuntut Universiti Darul Iman ke BPA.

10 - 11.9.2007 Kursus Perkhidmatan Pelanggan Berkualiti

11 - 12.9.2007 Kursus Perkhidmatan Pelanggan Berkualiti

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OKTOBER

4.10.2007 Lawatan Pegawai Pusat Pengurusan Maklumat dan Tatatertib, Badan Pencegah Rasuah ke BPA.

30.10.2007 Lawatan kerja Y.B. Tan Sri Bernard Giluk Dompok ke BPA.

NOvEMBER

21 - 23.11.2007 Kursus Pengurusan Tanah di Hotel Emperor Melaka.

26 - 27.11.2007 Pameran Hari Kualiti JPM 2007

Lawatan Y.B. Tan Sri Bernard Giluk Dompok ke BPA

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DISEMBER

3 - 5.12.2007 Lawatan Kerja TKP I Ke Ombudsman Hong Kong dan Pejabat Commission Against Corruption Macao

Kaunter BPA semasa Pameran Hari Kualiti JPM 2007

Perjumpaan TKP I dengan pegawai Commission Against Corruption Macao

14.12.2007 Mesyuarat Majlis Bersama Jabatan (MBJ) di Bilik Mesyuarat Utama BPA, Aras 6, Blok B1, Kompleks Jabatan Perdana Menteri, Putrajaya.

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Annual Report 2007 Public Complaints BureauPrime Minister's Department

i

Public comPlaints bureau,Prime minister’s dePartment

BPA MALAYSIASEDIA

MEMBANTU

PU

B

LICCOMPLAINTS BU

R

EA

U

annual rePort 2007Public comPlaints bureau

annual rePort 2007Public comPlaints bureau

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Annual Report 2007 Public Complaints BureauPrime Minister's Department

iii

Contents

Contents Page

Objectives of the Public Complaints Bureau vi

Quality Statement of the Public Complaints Bureau vii

Vision of the Public Complaints Bureau vii

Mission of the Public Complaints Bureau vii

Clients’ Charter of the Public Complaints Bureau viii

Members of the Permanent Committees on Public Complaints ix

Members of the PCB Advisory Board xi

Chapter 1 Introduction 1

Chapter 2 T h e P e r m a n e n t C o m m i t t e e o n P u b l i c Complaints

11

Chapter 3 Analysis of Complaints 19

Chapter 4 PCB’s Activities and Programmes 37

List of Appendices

Appendix I PCB Headquarters and State Offices 47

Appendix II List of Officers and Staffs 49

Appendix III PCB Feedback Form 53

Appendix IV Samples of Letter of Appreciation to PCB 54

Appendix V Highway Authority Malaysia (Incorporation) Act 1980

70

Appendix VI Service Circular Letter No. 2 Year 2008 71

Appendix VII Statistics of Complaints Against Ministries by Category in 2007

74

Appendix VIII Statistics of Complaints Against Agencies by Category Under State Government in 2007

83

Appendix IX PCB’s Activities in Year 2007 88

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Annual Report 2007 Public Complaints BureauPrime Minister's Department

v

InDeX oF tABLes AnD CHARts

List of Tables Page

Table I Total Complaints Received and Solved by PCB in 2007

8

Table II Sources of Complaints Lodged in 2007 8

Table III Rate of Resolving Complaints for Year 2006 and 2007

9

Table IV Customers Satisfaction Index for 2006 and 2007 10

Table V Number of Complaints Recorded Against Ministries in 2007

21

Table VI Ten Agencies With Most Cases Received in 2007 24

Table VII Number of Complaints Against State Government Agencies in 2007

25

Table VIII Category of Complaints in 2007 27

Table IX Pro-Active Programmes by State Offices in 2007 39

Table X MESRA Programme in 2007 40

Table XI MCC Programme in 2007 41

Table XII IMCC Programme in 2007 42

Table XIII Result of Public Opinion Poll No. 1/2007 43

Table XIV Result of Public Opinion Poll No. 2/2007 43

List of Charts

Chart I Ten Ministries with Most Cases Received by PCB in 2007

23

Chart II Number of Complaints Investigated Against Agencies Under the State Government in 2007

26

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To resolve complaints efficiently, fairly, and effectively as promised in the PCB Client’s Charter;

To improve the percentage of resolving complaints received from the public;

To provide and improve the facilities for the public to lodge complaints;

To reduce repetitive complaints received against the public services;

To introduce new and innovative administrative processes based on complaints received;

To give advisory services to any agencies in order to improve the effectiveness of the public complaints management system;

To detect issues that can lead to complaints made by the public; and

To obtain public opinion to ensure the success of the Governments’ development programmes.

oBJeCtIves oF tHe puBLIC CompLAInts BuReAu

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QuALItY stAtement oFpuBLIC CompLAInts BuReAu

We are committed in delivering quality services and treatment as well as dedicated in resolving complaints to satisfy clients’ needs in line with the existing Quality Management System.

We are also committed in continuously improving the Quality Management System and re-evaluating the set quality objectives to ensure their relevance with clients’ needs.

vIsIon

To be the leading organisation, in the management and detection of public complaints as well as a source of feedback, towards the creation of an excellent Public Service.

mIssIon

To serve the public in resolving complaints against the public sector as well as obtaining opinion from the public on the Government’s policies and programmes towards enhancing the quality of Public Service.

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CLIent’s CHARteR oF puBLIC CompLAInts BuReAu

PCB, as the main agency for the managing public complaints against Government agencies, hereby pledge to:

Receive every complaint from the public without any •prejudice.

Attend to every complainant who comes to the office •within 5 minutes.

Issue an acknowledgement letter immediately to walk-in •complainants, and send an acknowledgement letter within 5 working days from the date of receiving the complaints via correspondence.

Initiate investigation with the agencies involved within 10 •working days from the date of receiving the complaints by the Principal Assistant Director (Complaints) and the State Directors.

Investigate every complaint fairly and justly.•

Inform the complainant of the progress of the case once •in a month, until the case is resolved.

Inform the complainant of the result of the investigation •within 5 working days after the decision is made.

IF ANY OF THE ABOVE PLEDGES IS NOT COMPLIED WITH, PLEASE NOTIFY THE DEPUTY DIRECTOR-GENERAL OR THE DIRECTOR-GENERAL OF PCB.

PCB“Ready to Serve”

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memBeRs oF tHe peRmAnent CommIttee on puBLIC CompLAInts

CHAIRMAN

Y. Bhg. Tan Sri Mohd Sidek bin HassanChief Secretary to the Government of Malaysia

COMMITTEE MEMBERS

Y. Bhg. Tan Sri Ismail bin AdamDirector-General Public Service Department

Y. Bhg. Dato’ Haji Yaccob bin HussinDirector-General,Malaysian Administrative Modernisation and Management Planning Unit (Until 31 May 2007)

Y. Bhg. Dato’ Normah binti Md YusofDirector-General,Malaysian Administrative Modernisation and Management Planning Unit (w.e.f. 1 June 2007)

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Y. Bhg. Dato’ Mokhtar bin AbasSenior Deputy Secretary-GeneralPrime Minister’s Department

Y. Bhg. Datuk Seri Panglima Haji Ahmad Said bin HamdanDirector-GeneralAnti-Corruption Agency (w.e.f. 1 April 2007)

SECRETARY

Y. Brs. Dr. Chua Hong TeckDirector-GeneralPublic Complaints Bureau

Y. Bhg. Datuk Seri Zulkipli bin Mat NoorDirector-GeneralAnti-Corruption Agency(Retired on 31 March 2007)

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memBeRs oF tHe pCB ADvIsoRY BoARDY. Bhg. Tan Sri Abdul Halim Ali ChairmanChairmanMultimedia Development Corporation Sdn. Bhd.

Y. Bhg. Dato’ Sri Dr. Sulaiman Mahbob MemberDirector-GeneralEconomic Planning Unit

Y. Bhg. Tan Sri Khalid bin Ramli MemberDirector-GeneralImplementation and Coordination Unit

Y. Bhg. Dato’ Haji Yaacob bin Hussin MemberDirector-GeneralMalaysian Administrative Modernisation and ManagementPlanning Unit(Until 31 May 2007)

Y. Bhg. Dato’ Dr. Haji Malek Shah bin Haji Mohd. Yusoff MemberDirectorNational Institute of Public Administration(Until 20 July 2007)

Y. Brs. Dr. Muhamad bin Hamzah MemberDirectorNational Institute of Public Administration(w.e.f. 27 August 2007)

Y. Bhg. Datuk Dr. Mohd Tap bin Salleh MemberPresidentMalaysian Institute of Integrity

Y. Bhg. Dato’ Mohd Annuar Zaini MemberChairmanNational News Agency

Y. Bhg. Dato’ Syed Amin Aljeffri MemberPresidentMalay Chambers of Commerce

Y. Bhg. Datuk Marimuthu Nadason MemberPresidentConsumers Association of Malaysia

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Y. Bhg. Dato’ Dr. Nellie S.L Tan – Wong MemberDeputy ChairmanWomen’s Institute of Management

Y. Brs. Prof. Madya Dr. Medeline Berma MemberAssociate ProfessorSchool of Economics & BusinessUniversiti Kebangsaan Malaysia Y. Bhg. Datuk Patrick Sindu MemberPresidentConsumers Association of Sabah and Labuan

Y. Bhg. Datuk Dr. Clarence Bongkos Malakun MemberPresidentJustice of Peace Council, Sabah

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Chapter 1IntroduCtIon

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IntroduCtIon

1. OBJECTIVE

The 2007 Annual Report is published in accordance to Paragraph 12, of the Public Administration Development Circular No. 4 of 1992 with the objective of informing the public on complaints received and remedial action taken by the Public Complaints Bureau (PCB) and various Government agencies. This report can be used as an invaluable input for the government departments and agencies to identify their shortcomings to prevent any recurrence in the future and to undertake improvement.

2. ROLES AND FUNCTIONS OF PUBLIC COMPLAINTS BUREAU

2.1 The establishment of PCB was officially announced on 23rd July 1971 with the objective of being a monitoring body to ensure effective, efficient and fair administration. The main role of PCB was to provide feedback to the Government. The functions of PCB were as follows:-

2.1.1 as a link between the Government and the public; and

2.1.2 to provide an avenue for the public to air their complaints or grouses when dealing with the Government agencies.

2.2 The functions and responsibilities of PCB are further enhanced in the Public Administration Development Circular No. 4 of 1992. The purpose of this Circular is to create a public complaints management system which is able to resolve public complaints immediately in a more effective and efficient manner.

2.3 The circular also explains the purpose and role to be taken by each Ministry/ State Government / Federal Statutory Body and Local Authority in the management of public complaints.

2.4 The functions and responsibilities of PCB in the management of public complaints are as follows:

2.4.1 to receive complaints on dissatisfaction against any administrative action;

2.4.2 to investigate all complaints received that have basis;

CHAPTER I

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2.4.3 to report complaints that involve public interest to the Permanent Committee on Public Complaints (PCPC) for further action;

2.4.4 to inform all relevant Government Agencies the decision of PCPC for their remedial actions; and

2.4.5 to monitor the remedial measures taken by the relevant Government Agencies as feedback to the PCPC.

2.5 PCB has provided an effective and efficient public complaint management system based on the following criteria:-

2.5.1 all complaints are to be resolved efficiently, effectively, fairly and expeditiously;

2.5.2 complaints are managed sincerely, without prejudices and the identity of the complainants are to be kept confidential (unless authorized); and

2.5.3 remedial measures to be fair, objective and transparent.

3. HEADQUARTERS AND STATE OFFICES OF PCB

3.1 The PCB Headquarters is located at Level 6, Block B1 in the Federal Government Administrative Centre, Putrajaya.

3.2 PCB has nine state offices, located in Penang, Perak, Kuala Lumpur, Melaka, Johor, Pahang, Terengganu, Sabah and Sarawak.

3.3 Please refer Appendix I for PCB’s offices directory.

3.4 The list of officers for the Headquarters and States Offices is shown in Appendix II.

4. CHANNELS TO FORWARD COMPLAINTS

4.1 Complaints against the Public Service can be lodged to PCB via the following channels:

i. Mail

Complaints can be mailed directly to the Headquarters, states offices or through PCB’s free postage mailbox: P.O. Box 9000, 50590 Kuala Lumpur.

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ii. Walk-in

Complainants can personally come to the PCB’s Headquarters or any of PCB’s state offices.

iii Website : www.bpa.jpm.my

iv E-mail : [email protected]

v Telephone : 03-88887777

vi Facsimile : 03-88887778 / 3748

5. DEFINITION OF COMPLAINTS

5.1 Public Complaints

Public complaints are complaints made by the public on their dissatisfaction towards any administrative action (including those made by Government agencies that have been privatized or institutions that have a monopoly and also those that provide public amenities) that is considered as unjust, not in accordance with existing laws and regulations, abuse of power, maladministration, and other similar acts by the Government agencies. All complaints on Government administrations can be investigated except those under the authority of the Anti-Corruption Agency (ACA), Legal Aid Bureau, Court’s Proceedings, Special Cabinet Committee on the Integrity Government Management and the Public Accounts Committee.

5.2 Justified Cases

5.2.1 Complaints categorised as having a basis:

i. the results of the investigation verify the complainant’s allegation;

ii. acknowledged by the agency; and

iii. supporting evidence from other agencies against the agency concerned.

5.3 Unjustified Cases

5.3.1 Complaints categorised as having no basis:

i. the outcome of the investigation carried out differs from the complaints made

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ii. the agency concerned provided acceptable explanation and evidence to PCB

iii. the agency concerned had adhered to the correct procedure

iv. the decision made complied with Government Regulation and Policy

5.4 Categories of Complaints:

5.4.1 Delay / No Action

i. Non-compliance of the Clients’ Charter

ii. Failure to respond to complainants’ application, query / complaint

5.4.2 Unfair Action

i. Unfair treatment

ii. Inconsistent decision with existing standard procedures

iii. Complainant’s perception

5.4.3 Lack of Public Amenities

Basic amenities required by the public for example:-

i. Police Station, Fire Station, school, place of worship, market and others

ii. Water supply, rubbish bins, telephone service, electricity supply, street lights, road humps, drain etc

5.4.4 Inadequacies of Policy and Law

i. Outdated policies / laws

ii. Deficient and inaccurate laws / rules and regulations

5.4.5 Abuse of Power / Misappropriation

i. Involving any authorized personnel in matters concerning tenders, land applications, permit approvals, licensing, enforcements of laws based on favouritism

ii. Complainant’s perception

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5.4.6 Misconduct of Civil Servants

i. Involving individuals

ii. Conduct and discipline

iii. Negligence

5.4.7 Failure to Adhere to Set Procedures

Non-compliance with the Work Procedure Manual (WPM) / workflow processes / ISO MS 9000 Quality Manual

5.4.8 Failure of Enforcement

Involving Government agencies such as police, enforcement officers in local authorities and Employees Provident Fund (EPF)

5.4.9 Unsatisfactory Quality of Services

i. Telephone and counter services

ii. Non-maintenance of facilities

iii. Discourteous when dealing with clients

iv. Non-compliance of the standard requirements or prescribed schedule

v. Unsatisfactory public transport

vi. Unclear / inadequate signage

5.4.10 Miscellaneous Complaints

Complaints that do not fall within the 9 categories mentioned above

6. GENERAL ISSUES

6.1 General Issues are complaints received by PCB which do not meet the criteria of a valid complaint. Complaints that are classified as general issues include initial complaint against an agency concerned, cases involving court proceedings, suggestions, inquiries, seeking advice and complaints against the private sector.

6.2 Complaints of general issue were introduced based on the concept of “no wrong door” whereby PCB will inform or forward these issues to related Government agencies for action.

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7. PERFORMANCE OF THE PUBLIC COMPLAINTS BUREAU

7.1 In 2007, PCB received and investigated a total of 2,941 complaints and 2,406 cases of general issues. PCB solved 4,762 or 89.1% cases in the year of 2007. The total complaints received and solved by PCB for year 2007 are shown in Table I.

Table I:

Total Complaints Received and Solved by PCB in Year 2007

AgenciesComplaints General Issues Total

ReceivedTotal

Solved%

Received Solved Received Solved

Federal 1,788 1,633 1,942 1,639 3,730 3,272 87.7

States 1,153 1,098 464 392 1,617 1,490 92.1

TOTAL 2,941 2,731 2,406 2,031 5,347 4,762 89.1

Mode of ComplaintsComplaints General Issues

Total %Total % Total %

Pro-active Programmes 934 31.8 261 10.8 1,195 22.3

Letters, Department Counter Complaints Form and Fax

724 24.6 580 24.1 1,304 24.4

Electronic 694 23.6 1,328 55.2 2,022 37.8

Walk-in 391 13.3 117 4.9 508 9.5

Telephone 188 6.4 106 4.4 294 5.5

Others 10 0.3 14 0.6 24 0.5

TOTAL 2,941 100.0 2,406 100.0 5,347 100.0

7.2 In terms of the mode of complaints in 2007, 2,022 cases (37.8%) were received through electronics means (e-mails and web-site). Complaints received from PCB Pro-active Programmes totaled 1,195 cases (22.3%). Complaints through letters, facsimile and department counter complaints forms consisted of 1,304 cases or 24.4%. Complaints received from walk-ins at both the Headquarters and state offices totaled 508 cases or 9.5%. Details of complaints recorded are as shown in Table II.

Table II:

Sources of Complaints Lodged in 2007

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7.3 PCB is the agency which will receive unsolved complaints from public. Thus, complaints received will always be more complicated. In the year 2007, PCB was able to solve complaints more effectively in year 2006. Table III shows the rate of resolving complaints.

Table III:

Rate of Resolving Complaints for Year 2006 and 2007

Rate of Resolving2007 2006

Total % Total %

1 Month 795 29.1 296 10.1

2 Months 812 29.7 546 18.6

2-4 Months 697 25.5 1,058 36.0

4-6 Months 264 9.7 555 18.9

More than 6 Months 163 6.0 481 16.4

TOTAL 2,731 100.0 2,936 100.0

8. ACHIEVEMENT OF PUBLIC COMPLAINTS BUREAU DURING QUALITY DAY OF THE PRIME MINISTER’S DEPARTMENT 2007

8.1 PCB won four awards during Quality Day of The Prime Minister’s Department held on 27th November 2007. PCB was the winner for “Best Website and Exhibition Booth in Category B”. PCB also won the special award for “Best Management of Client Relationship in Category B”. PCB was declared the “Overall Champion for Best Website” among agencies in the Prime Minister’s Department and won the “Minister’s in The Prime Minister’s Department Challenge Trophy”.

9. CASES IN ARREARS

9.1 A total of 820 cases from 2006 were carried forward to 2007. Out of this total, 799 cases were resolved.

10. CUSTOMER SATISFACTION INDEX (CSI)

10.1 Customer Satisfaction Index (CSI) is an on going process where complainants are given a feedback form to evaluate the service provided by PCB throughout the process of case management.

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10.2 In 2007, a total of 206 feedback forms were received from complainants who had their cases resolved. The level of customer satisfaction for 2007 showed a positive increment compared to 2006. The result is shown in Table IV.

Table IV:

Customer Satisfaction Index for 2006 and 2007

Level2007(%)

2006(%)

Difference(%)

Excellent 42.6 35.0 (+) 7.6

Good 44.9 45.7 (-) 0.8

Average 8.7 11.6 (-) 2.9

Low 3.8 7.7 (-) 3.9

10.3 The respondents made several recommendations and comments to enhance the services provided by PCB. These included organizing more activity on publicity and to have more on-ground investigation on site.

10.4 A sample of PCB feedback form is shown in Appendix III.

11. LETTERS OF APPRECIATION

In 2007, PCB received many letters of appreciation from complainants expressing their gratitude for the assistance provided by PCB in resolving their cases. Samples of these letters are shown in Appendix IV.

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Chapter 2the permanent CommIttee on

publIC ComplaInts

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CHAPTER 2

the permanent CommIttee on publIC ComplaInts (pCpC)

The Permanent Committee on Public Complaints (PCPC) chaired by the Chief 1. Secretary to the Government, met twice in 2007. The PCPC meetings were held on 21st June 2007 and on 20th September 2007.

The issue on “Absence of regulations for highway construction in urban area. A 2. case study: Kuala Lumpur – Putrajaya / KLIA Highway” was discussed on 19th December 2006 and the following decisions were taken to resolve it.

2.1 Highway Authority Malaysia (Set Backs of Highway) Regulations 2007 was signed by Minister of Works on 26 September 2007;

2.2 This Regulation provides a distance of 13 meters from the edge of the highway mainline to the edge of the highway reserve; on both sides of the highway mainline as set back of the highways; and

2.3 A copy of The Highway Authority Malaysia (Set Backs of Highway) Regulations 2007 can be found in Appendix V.

A total of seven working papers were presented at both meetings. The papers 3. were as follow:

3.1 PCPC Meeting No. 1 of 2007:-

3.1.1 The Problems of Desa Seri Iskandar, Phase IA Housing Project;

3.1.2 A Study of Housing Renovation and Business Activities Zoning in Residential Area By-Laws;

3.1.3 A Proposal to Improve the Management System of Government Quarters in Putrajaya by the Property and Land Management Division, Prime Minister’s Department; and

3.1.4 Delays in Investigating Case No. 23261 by the Royal Malaysian Police.

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3.2 PCPC Meeting No. 2 of 2007.

3.2.1 Pollution Problem Caused by Factory Producing Concrete Cement;

3.2.2 Non Payment for Construction Work in Faculty of Information Technology and Quantitative Science, UiTM, Shah Alam Selangor; and

3.2.3 The Status of BERNAMA Staffs Appointed Under the Commercial Scheme.

Summary of presented working papers and decisions made by PCPC.4.

4.1 The Problems of Desa Seri Iskandar, Phase IA Housing Project

4.1.1 This low cost housing project consisted of 332 units of cluster type. The project was developed in 1996 by Local Authority of Perak Tengah (MDPT). The contractor for the project was Angkasa Tiram Sdn. Bhd. Even though the project was completed in May 2003, the Certificate of Fitness for Occupation (CFO) has not been issued due to many defects including the sewerage system. A total of 291 units were sold but many were not occupied due to the above reason.

4.1.2 The house buyers were represented by Tetuan Iskandar Al-Bakri & Associates. They were not satisfied with the Liquidated and Ascertained Damages (LAD) payments, the quality of houses built and the appointment of the contractor who was not registered with the Pusat Khidmat Kontraktor, Ministry of Entrepreneur and Cooperative Development.

4.1.3 The PCPC Meeting on 21st June 2007 decided that:-

The Perak State Secretary should ensure MDPT comply with the i. decision made on the 28th December 2006 meeting, chaired by PCB. At that meeting, it was agreed that MDPT pay compensation to all house owners to repair the defects in their houses based on the value as determined by the Public Works Department;

The Secretary General of the Ministry of Housing and Local ii. Government was requested to introduce a regulation to prohibit local authorities from becoming housing developer except for joint-venture or privatization projects;

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The House Buyers’ Claims Tribunal was requested to make iii. faster decisions on claims made; and

The Anti Corruption Agency (ACA) was asked to investigate iv. the contract offered to Angkasa Tiram Sdn. Bhd., allegedly not according to procedures.

4.2 A Study of Housing Renovation and Business Activities Zoning in Residential Area By-Laws

4.2.1 From the years 2000 to 2007, PCB received 63 complaints on these two issues. The complainants were dissatisfied with the approval given to house owners to renovate their houses and use for business activities and the lack of enforcement against it.

4.2.2 The PCPC Meeting on 21st June 2007 decided that local authorities should comply with the guidelines approved on these two issues and strictly enforce them to prevent illegal renovation and misuse of residential houses for business.

4.3 A Proposal to Improve the Management System of Government Quarters in Putrajaya by the Property and Land Management Division, Prime Minister’s Department; and

4.3.1 There was dissatisfaction over the management of government quarters in Putrajaya by the Property and Land Management Division (PLMD). The dissatisfaction include the way allocation of quarters was carried out and which was alleged to be not transparent as the criteria for approval was unclear.

4.3.2 The PCPC Meeting on 21st June 2007 decided that:-

Staff who had taken their housing loan but continued staying i. in their quarters before 1st January 2002 need not pay double rental. Those who had paid would be refunded;

Staff who had taken their housing loan after 1st January continued ii. to stay in quarters and had been asked to vacate the quarters but continues to stay in will be charged double rental from 1st January 2002 or from the date they received the key to their new houses;

BPH was requested to list clearly the criteria for application of iii. quarters, statistics showing the various type of quarters that are available and future development of new quarters on their website;

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BPH was asked to be more transparent in approving the iv. application for use of government rest houses; and

BPH was requested to introduce an online payment system.v.

4.3.3 Three former occupants of quarters were given a refund.

4.3.4 The Public Service Department issued a Service Circular No. 2 of 2008 to clarify the guidelines on vacating government quarters.

4.3.5 Please refer to Appendix VI for Service Circular No. 2 of 2008.

4.4 Delays in Investigating Case No. 23261 by the Royal Malaysian Police

4.4.1 Many complaints were lodged with PCB regarding to delays in investigating commercial crime cases by the Royal Malaysian Police (RMP). In this case, a police report was made on 11th November 2005 but the investigation had not been completed even though 4 reports about it were made.

4.4.2 The meeting also discussed on ways to improve RMP’s investigation on commercial crime cases and on prosecution carried by the Deputy Prosecutor’s Office.

4.4.3 The PCPC Meeting on 21st June 2007 decided:-

RMP was given one month to complete their investigation of i. the above case; and

RMP was asked to speed up their investigation process and to ii. provide a dateline to complete investigation for all commercial crime cases.

4.5 Pollution Problem Caused By Factory Producing Concrete Cement

4.5.1 PCB received many complaints from residents and other factory owners regarding noise and air pollution caused by concrete cement factory, Lafarge Concrete (M) Sdn. Bhd. at Kulim and Perfect Mix Sdn. Bhd. at Sungai Petani.

4.5.2 Lafarge Concrete (M) Sdn. Bhd. has been in operation since 2005 and is located in the centre of a residential area, including Taman Merak, Taman Kenari, Taman Bestari and Kampung Sungai Ular, Kulim, Kedah. It was built on an agriculture land. Apart from causing air pollution, it operates till 2 a.m.

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4.5.3 Perfect Mix Sdn. Bhd. is located on Lot 568, Jalan Cendana 4/6, Sungai Petani Industrial Area. The location of the factory is inappropriate as it is surrounded by light industries. The air pollution affected the quality of other factories products. The factory was built in 2006 and received a temporary license issued by the Sungai Petani Municipal Council (MPSPK) on 13th February 2007. Before issuing the permit, MPSPK had consulted the Department of Environment (DOE). According to DOE, the location of this plant was against the Guidelines for the Siting and Zoning of Industries.

4.5.4 The PCPC Meeting on 21st June 2007 decided that both the local councils involved were requested to take stern action against both these factories immediately.

4.5.5 Lafarge Concrete (M) Sdn. Bhd. ceased operation on 29th September 2007 and the Perfect Mix Sdn. Bhd. stopped its operation on 25th October 2007.

4.6 Non Payment For Construction Work in Faculty of Information Technology and Quantitative Science, UiTM, Shah Alam, Selangor

4.6.1 The issue was whether the owner of the project that is UiTM, was responsible for making payment to a subcontractor for work carried out on behalf of the main contractor appointed by UiTM. There was no Deed of Assignment (DOA) between the main contractor and the sub contractor.

4.6.2 The meeting decided that since there was no DOA , therefore, UiTM was not responsible for the non payment between the main contractor and its subcontractor.

4.7 The Status of BERNAMA Staffs Appointed Under the Commercial Scheme

4.7.1 The issue was on the status of thirteen ex-employees of BERNAMA as they were appointed under the Commercial Scheme.

4.7.2 The meeting decided that since their appointments were based on the Commercial Scheme, therefore they are not considered as civil servants.

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Chapter 3analysIs of ComplaInts

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analysIs of ComplaInts

1. ANALYSIS OF COMPLAINTS AGAINST MINISTRIES

1.1 Out of the 2,941 complaints received in 2007, 1,788 complaints were referred to Ministries. Table V indicated the number of complaints made against Ministries, received in 2007.

1.2 Based on Table V, most complaints were against the agencies under the Ministry of Internal Security with 223 complaints, followed by the Ministry of Energy, Water and Communications with 188 complaints. There were 161 complaints against the Ministry of Finance. A total of 1,633 or 91.3% cases were resolved and 1,044 or 63.9 % cases were found to be justified.

1.3 The ten ministries with the most cases received by PCB in 2007 are shown in Chart I.

1.4 Table VI shows the ten agencies with the most cases in 2007. Agencies which involved public interaction and provide public amenities were among those that received more complaints.

Table V:

Number of Complaints Recorded Against Ministries in 2007

No. Ministry Total Investigated

Total Resolved

Rate Resolved

(%)

Resolved and

Justified

Justified

(%)

1 Internal Security 223 192 86.1 105 54.7

2 Energy, Water and Communications

188 179 95.2 138 77.1

3 Finance 161 146 90.7 112 76.7

4 Education 133 122 91.7 75 61.5

5 Works 132 131 99.2 109 83.2

6 Natural Resources and Environment

127 124 97.6 88 71.0

7 Home Affairs 127 119 93.7 53 44.5

8 Federal Territories 102 67 65.7 50 74.6

CHAPTER 3

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No. Ministry Total Investigated

Total Resolved

Rate Resolved

(%)

Resolved and

Justified

Justified

(%)

9 Prime Minister’s Department

101 95 94.1 52 54.7

10 Health 98 87 88.8 53 60.9

11 Agriculture and Agro-Based Industry

61 61 100.0 44 72.1

12 Human Resource 50 48 96.0 26 54.2

13 Women, Family and Community Development

45 43 95.6 27 62.8

14 Rural and Regional Development

40 40 100.0 26 65.0

15 Transport 40 39 97.5 16 41.0

16 Domestic Trade and Consumer Affairs

39 35 89.7 18 51.4

17 Higher Education 28 27 96.4 14 51.9

18 Housing and Local Government

26 18 69.2 12 66.7

19 Entrepreneur and Cooperative Development

23 22 95.7 12 54.5

20 Defence 15 15 100.0 5 33.3

21 Information 11 7 63.6 2 28.6

22 Foreign Affairs 6 6 100.0 4 66.7

23 Culture, Arts and Heritage

3 3 100.0 1 33.3

24 Tourism 3 2 66.7 1 50.0

25 Youth and Sports 2 1 50 0 0

26 Plantation Industries and Commodities

2 2 100.0 0 0

27 International Trade and Industry

1 1 100.0 1 100.0

28 Science, Technology and Innovation

1 1 100.0 0 0

TOTAL 1,788 1,633 91.3 1,044 63.9

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Chart I:

Ten Ministries With The Most Cases Received By PCB in 2007

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Table VI:

Ten Agencies With Most Cases Received in 2007

No. Agency Total Received

Total Resolved

% Resolved and

Justified

%

1 Royal Malaysian Police 206 175 85.0 97 55.4

2 Public Works Department 126 125 99.2 105 84.0

3 Tenaga Nasional Berhad 114 106 93.0 87 82.1

4 State Education Department 97 90 92.8 53 58.9

5 Department of Irrigation and Drainage

85 84 98.8 64 76.2

6 Kuala Lumpur City Hall 85 56 65.9 44 78.6

7 National Registration Department

76 70 92.1 31 44.3

8 Employees Provident Fund 59 53 89.8 45 84.9

9 Inland Revenue Board 50 47 94.0 38 80.9

10 Welfare Department 45 43 95.6 27 62.8

2. ANALYSIS OF COMPLAINTS AGAINST AGENCIES UNDER STATE GOVERNMENT

2.1 In 2007, PCB has investigated a total of 1,153 complaints against agencies under the state government. Selangor had the highest number of complaints, followed by Johor and Kedah. The number of complaints in the above states was high because there were more PCB pro-active programs conducted in these states. Complaints against agencies under the Sabah state government are managed by the Sabah Public Complaints Bureau and cases in Sarawak are handled by the Public Relation and Corporate Unit of the Chief Minister’s Department. A total of 1,098 or 95.2% cases were resolved and 809 or 73.7% cases were found to be justified.

2.2 Table VII shows the number of complaints recorded against agencies under state government in 2007.

2.3 The number of complaints investigated against agencies under the state government in 2007 is shown in Chart II.

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Table VII:

Number of Complaints Against State Government Agencies in 2007

No. State Total Received

Total Resolved

Rate Resolved

(%)

Resolved and

Justified

Justified

(%)

1 Selangor 285 261 91.6 189 72.4

2 Johor 221 213 96.4 138 64.8

3 Kedah 173 165 95.4 134 81.2

4 Pahang 103 103 100.0 85 82.5

5 Perak 95 89 93.7 70 78.7

6 Pulau Pinang 88 85 96.6 67 78.8

7 Kelantan 63 63 100.0 46 73.0

8 Terengganu 52 51 98.1 33 64.7

9 Negeri Sembilan 35 33 94.3 21 63.6

10 Melaka 29 26 89.7 18 69.2

11 Perlis 5 5 100.0 4 80.0

12 Sarawak 3 3 100.0 3 100.0

13 Labuan 1 1 100.0 1 100.0

Total 1,153 1,098 95.2 809 73.7

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Chart II:

Number of Complaints Investigated Against Agencies Under The State Government In 2007

3. ANALYSIS OF COMPLAINTS ACCORDING TO CATEGORY OF COMPLAINTS

3.1 Table VIII indicates the category of complaints received in 2007.

3.2 Please refer to Appendix VII and Appendix VIII for category of complaints against Ministries and against agencies under the State Government.

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Table VIII:Category of Complaints in 2007

CATEGORY OF COMPLAINTS

MINISTRY STATE

Total Complaints

% Justified %Total

Complaints% Justified %

Delay / No Action 863 48.3 563 65.2 472 40.9 335 71.0

Unfair Action 221 12.4 71 32.1 88 7.6 37 42.0

Lack of Public Amenities

92 5.1 72 78.3 135 11.7 109 80.7

Inadequacies of Policy Implementation and Law

11 0.6 6 54.5 8 0.7 4 50.0

Abuse of Power / Misappropriation

37 2.1 7 18.9 11 1.0 1 9.1

Misconduct of Civil Servants

51 2.9 19 37.3 12 1.0 7 58.3

Failure to Adhere to Set Procedures

70 3.9 32 45.7 28 2.4 15 53.6

Failure of Enforcement

117 6.5 70 59.8 149 12.9 114 76.5

Unsatisfactory Quality of Service

241 13.5 156 64.7 173 15.0 130 75.1

Miscellaneous Complaints

85 4.7 48 56.5 77 6.8 57 74.0

TOTAL 1,788 1,044 1,153 809

4. ANALYSIS OF CATEGORY OF COMPLAINTS FOR MINISTRIES

4.1 Delay / No Action

4.1.1 Complaints regarding Delay / No Action was the most common complaint for Ministries. A total of 863 complaints were received by PCB. Out of these, 780 cases were resolved in which 563 or 72.2% cases were justified.

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4.1.2 The Ministry of Finance (MOF) received the most complaints under this category. A total of 121 cases was recorded and 112 cases were resolved. Out of this total, 97 cases were justified.

4.1.3 Among the issues against MOF and its agencies were as follows:-

Delay by the Inland Revenue Board in refunding overpayment i. of income tax;

Delay by the Employees Provident Fund (EPF) in processing ii. application for withdrawal and also in providing feedback in the status of their application; and

Delay by the Housing Loans Division in refunding overpayment iii. of loan.

4.1.4 A total of 112 complaints was against the Ministry of Internal Security. 100 cases were resolved and 64 were found to be justified.

4.1.5 Among the issues against the Ministry of Internal Security were as follows:-

i. The Royal Malaysian Police (RMP) failed to provide any progress information and action taken of cases reported; and

ii. Delay by RMP in issuing accident reports requested by law firms.

4.1.6 The Ministry of Energy, Water and Communications (MEWC) was the third in receiving complaints in the category of Delay / No Action, totaling 90 cases. Out of these, 85 complaints were resolved and 68 cases were justified.

4.1.7 Among the issues against MEWC and its agencies were as follows:-

i. No action taken by Tenaga Nasional Berhad (TNB) on complaints of faulty street lights;

ii. Delay in reconnecting power supply; and

iii. Delay in replacing unusable electric and telephone post.

4.2 Unsatisfactory Quality of Service

4.2.1 The second highest category of complaints was Unsatisfactory Quality of Service. In 2007, PCB received 241 complaints of which 223 cases were resolved. Out of this total, 156 cases were justified.

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4.2.2 A total of 47 complaints were against the Ministry of Energy, Water and Communications (MEWC). 45 cases were resolved and of these, 38 complaints were justified.

4.2.3 Among the issues against MEWC and its agencies were as follows:-

i. Dissatisfaction over faulty street lights;

ii. Complaints regarding lamp post were alight during daytime;

iii. Complaints regarding frequent disruption of telephone services; and

iv. Dissatisfaction over frequent disruption and weak power supply.

4.2.4 For the Ministry of Internal Security, 31 complaints were received and 23 cases were resolved. Out of this, only 8 complaints were justified.

4.2.5 Among those issues complained against Ministry of Internal Security and its agencies were as follows:-

i. Complaints regarding lack of action by the police on report lodged;

ii. Complaints regarding attitude of police officers when dealing with members of public; and

iii. Dissatisfaction over case handling procedure by the Royal Malaysian Police (RMP).

4.2.6 A total of 26 complaints was received against the Ministry of Works whereby all cases were resolved of which 22 cases were justified.

4.2.7 Among the complaints received were as follows:-

i. Road in poor condition; and

ii. Poorly maintained drainage system.

4.3 Unfair Action

4.3.1 Unfair Action was third in terms of category of complaints received, 221 complaints were received of which 206 complaints were resolved and 71 found to be justified.

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4.3.2 25 complaints each were recorded against the Ministry of Internal Security and the Ministry of Education. A total of 24 cases was resolved for both ministries.

4.3.3 Among the issues against the Ministry of Internal Security and its agencies were as follows:-

i. Dissatisfaction over case handling procedure by the Royal Malaysian Police (RMP); dan

ii. Complaints regarding summons wrongly issued by RMP.

4.3.4 Among the issues against the Ministry of Education and its agencies were as follows:-

i. Complaints regarding school administration;

ii. Issues on transferring teacher as a way of solving disciplinary problem; and

iii. Complaints regarding the stopping of payment of allowances after being transferred.

4.3.5 A total of 22 complaints were received against the Prime Minister’s Department and 21 were resolved. 10 cases were found to be justified.

4.3.6 Among the complaints received were as follow:-

i. Non- recogn i t i on o f Degree by the Pub l i c Serv i ces Commission;

ii. The Public Services Department took a long time to inform about the cancellation of examination result;

iii. Dissatisfaction over rejection of reimbursement of medical subsidy applied by pensioner; and

iv. Dissatisfaction over adjustment of pay by the Education Services Commission.

5. ANALYSIS OF CATEGORY OF COMPLAINTS FOR AGENCIES UNDER STATE GOVERNMENT

5.1 Delay / No Action

5.1.1 Complaints regarding Delay / No Action category was the most received for agencies under state government. A total of 472 complaints against various agencies were received by PCB. Out of these, 441 cases were solved in which 335 cases were justified.

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5.1.2 There were 132 complaints against Selangor state under this category. A total of 120 cases was resolved and 94 cases were found to be justified.

5.1.3 A total of 117 complaints was received against Johor state. 111 cases were resolved and from this figure, 77 complaints were justified.

5.1.4 51 complaints were received against Perak state. A total of 44 cases was resolved and from this figure, 40 cases were justified.

5.1.5 Among the issues complained were:-

i. Delay or lack of action by Local Authority (LA) in repairing damaged road, cleaning drains and solving rubbish collecting problems;

ii. No action taken on illegal house renovation and the misuse of premises for businesses like motor workshops and rearing of birds;

iii. No action taken against pig farmers for polluting the rivers;

iv. No action taken regarding complaints of stray dogs in housing area;

v. No action taken against illegal and unlicensed cyber café with gambling activities;

vi. Delay by LAs in processing PPRT house and public amenities application;

vii. No action to repair leaking water pipes; and

viii. Delay in processing application of land ownership by District and Land Office.

5.2 Unsatisfactory Quality of Service

5.2.1 The second highest category is complaint on unsatisfactory quality of service against the agencies under the State Government. A total of 173 complaints was received by PCB of which 164 were resolved and 130 cases were justified.

5.2.2 A total of 43 complaints was received against Selangor state under this category. 36 cases were resolved and out of this figure, 29 cases were found to be justified.

5.2.3 38 complaints were received against Johor state. All the cases had been resolved and out of this figure, 24 complaints were justified.

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5.2.4 A total of 27 complaints was received against Kedah state. Of this, 26 cases were resolved and 24 cases were justified.

5.2.5. Among the issues complained against the state government under this category are as follows:-

i. Dissatisfaction over the maintenance of drainage system;

ii. Dissatisfaction over poor road condition;

iii. Dissatisfaction over garbage collection service; and

iv. Dissatisfaction over low water pressure, clean water supply, leakage of water pipes and frequent disruption of water supply.

5.3 Failure of Enforcement

5.3.1 PCB received 149 complaints against agencies under state government under the category failure of enforcement category. A total of 138 cases was resolved in which 114 cases were justified.

5.3.2 A total of 39 complaints was received against agencies in Pulau Pinang state and 37 cases were resolved. Of this, 31 cases were justified.

5.3.3 34 complaints were received against Selangor state. A total of 30 cases was resolved and 24 were found to be justified.

5.3.4 There were 21 complaints against Johor state under this category. Of this, 20 cases were resolved and 15 were justified.

5.3.5 Among the issues raised under this category were as follows:-

i. Inadequate enforcement against noise disturbance and noise pollution;

ii. Illegal stalls and unlicensed business premises;

iii. Misuse of residential premises for business purpose; and

iv. House renovation without approval.

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6. EXAMPLES OF JUSTIFIED CASES

6.1 Overloaded Vehicle Damaging Kampong Road

PCB received a complaint that the road in Kampong Sri Merlong, Rengit, Batu Pahat, Johor had been damaged by lorries due to overloading.

Investigation revealed that the road can only accommodate 5 ton vehicle whereas 10 ton lorries had been plying along the road. Upon receiving the complaint from PCB, the Road Transport Department carried out enforcement to nab the overloaded vehicles.

6.2 Late Pension Payment

A complainant informed PCB that his mother had not receive his late father’s pension for more than one year after his death. Even though they informed the Pension Division, Public Services Department (PSD) twice but no action was taken.

Upon investigation, the Pension Division acknowledged that they have overlooked the application and immediate remedial action was done.

6.3 Open Burning in Tanjung Bungah, Pulau Pinang

The complainant claimed that there was open burning near the Tunku Abdul Rahman’s College every evening between 4 to 5 pm, causing disturbances to the nearby residents.

Upon receiving the complaint, PCB informed the Department of Environment (DOE). DOE took action by issuing compound under Section 29A (1) of the Environmental Quality Act 1974 Amendment 2000 to the developer.

6.4 Refund of Housing Loan Refund Over Payment

The complainant overpaid RM946.99 in October 2006 for his housing loan payment as the actual deduction from his salary should commence in December 2006. However, the complainant found out that the amount had already been deducted from his salary earlier. Even though a complaint was lodged with the Housing Loan Division for the refund in November 2006, no action was taken.

Upon receiving the complaint on 21st March 2007, PCB investigated the case. A repayment voucher No. 314176 was issued by the Housing Loan Division on 9 April 2007 as refund to the complainant.

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6.5 Rubbish Dump at Jalan Panji Alam, Kuala Terengganu

The complainant informed that the Local Authority (LA) failed to maintain rubbish dumping in Jalan Panji Alam housing area. A particular spot was used to be a rubbish dump but was moved to another spot. However, people still continued to throw their garbage at the existing spot resulting in an unsightly and smelly area. This problem was highlighted to the Local Authority but no action was taken.

PCB informed the LA about the problem and the LA cleaned up the illegal rubbish dump. It will continue to monitor the situation.

6.6 No Maintenance in Taman Wangi, Gua Musang, Kelantan

The complainant claimed that Taman Wangi, Gua Musang was not properly maintained by the LA, resulting in unkept grass and neglected drains.

Upon receiving the complaint on 6th August 2007, PCB carried out an investigation. The LA was asked to carry out proper maintenance for that area. PCB organised a clean up campaign together with the LA and the residents of Taman Wangi on 8 September 2007.

6.7 Compensation For House Damage Caused By Construction of Drainage System

The complainant informed PCB the construction of the drainage system in Bandar DC3 caused damage to his house. He asked for compensation to repair the damage caused however, the LA did not consider his request.

The contractor employed by the LA did not want to compensate the complainant as the drainage work was not covered by insurance. The matter was brought up to the Terengganu State Government and the contractor was instructed by LA to pay RM25,000.00 to the complainant as compensation.

6.8 Inconvenience and Disturbance Caused By Anjung Merah Restaurant

The complainant claimed that Subang Jaya Municipal Council (SJMC) did not attend to complaints made regarding activities of Anjung Merah Restaurant. The operation of the restaurant caused inconveniences and disturbances to the residents living near the restaurant.

PCB investigated the complaint with SJMC and Indah Water Konsortium (IWK). As result 6 notices and 18 summonses were issued to the restaurant owner. The owner took up immediate remedial action by installing additional grease filter, chimneys and noise suppressor.

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6.9 No Urban Services In Genting Permai By Bentong Local Authority

Genting Permai is within the Bentong Local Council (MDB) jurisdiction. MDB was accused of not providing services such as garbage collection, grass trimming and slope maintenance to Genting Permai even though assessment rate and quit rent were paid every year. Since MDB did not provide these services, they requested that MDB refund to them the maintenance expenses paid.

After investigation by PCB, MDB agreed to provide garbage collection and grass trimming services from 1st July 2007. MDB was not required to refund the maintenance expenses. The complainant could refer the matter to the court if they were still dissatisfied.

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Chapter 4pCb’s aCtIvItIes and

programmes

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CHAPTER 4

pCb’s aCtIvItIes and programmes

In order to provide the opportunity for the public to make complaints, PCB had 1. carried out pro-active programmes such as Mobile Complaints Counter (MCC), Integrated Mobile Complaints Counter (IMCC) and Mesra Rakyat Programme (MESRA). A total of 63 pro-active programmes was implemented throughout 2007. Table IX showed the number of programmes conducted by PCB state offices in 2007.

Table IX:

Pro-active Programmes by State Offices in 2007

State OfficeNumber of Programme

MCC IMCC MESRA Total

Kedah, Pulau Pinang and Perlis 3 2 0 5

Perak 5 1 0 6

Terengganu and Kelantan 7 3 1 11

Pahang 6 1 1 8

Selangor and Federal Territories 4 3 1 8

Melaka and Negeri Sembilan 3 0 0 3

Johor 14 3 2 19

Sabah 1 2 0 3

Sarawak 0 0 0 0

TOTAL 43 15 5 63

2. MESRA RAKYAT PROGRAMME (MESRA)

2.1 This programme is a dialogue session between the public and the various State / District Government Department / agencies involving community leaders, residents’ association, fisherman, small scale farmers, retailers and voluntary bodies. The aim of this programme is to provide a channel for the public to air their grievances or lodge complaints when dealing with these departments. The aim of this programme is in line with the Public Administration Development Circular Letter No. 1 Year 2002.

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2.2 For 2007, PCB successfully carried out 5 MESRA programmes. These programmes involved a total of 2,068 people with 113 complaints received. The location, total number of issues raised and resolved, and total participants in the programme are as shown in Table X.

Table X:

MESRA Programmes in 2007

No. Dates Location No. of Attendees

No. of Issues Raised

No. of Issues Solved

1 15 March 07 Pontian, Johor 350 15 15

2 20 May 07Titiwangsa, Kuala Lumpur

520 33 26

3 5 June 07 Raub, Pahang 315 31 31

4 6 August 07Gua Musang, Kelantan

250 21 21

5 6 November 07 Batu Pahat, Johor 460 13 13

TOTAL 1,895 113 106

2.3 PCB constantly monitored the status of issues raised during the MESRA programme to ensure that appropriate action was taken accordingly.

3. MOBILE COMPLAINTS COUNTER (MCC) AND INTEGRATED MOBILE COMPLAINTS COUNTER (IMCC)

3.1 MOBILE COMPLAINTS COUNTER (MCC)

3.1.1 The MCC is PCB’s programme where a counter is opened on site to the public to lodge their complaints. It was first introduced in 1985 as Mobile Circuit in accordance with the Public Administration Development Circular No.4 of 1992. This programme had been implemented throughout the country including Sabah and Sarawak. The main focus of this programme is the rural areas / remote locations.

3.1.2 Throughout 2007, PCB implemented 43 MCCs. A total of 374 clients attended with 147 complaints received. The number of clients and complaints received through MCC programmes is as shown in Table XI.

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Table XI:MCC Programme in 2007

No. State Office No. of MCC No. of Clients

No. of Complaints

1 Kedah, Pulau Pinang and Perlis 3 10 9

2 Perak 5 53 24

3 Terengganu and Kelantan 7 37 27

4 Pahang 6 25 9

5 Selangor and Federal Territories 4 106 7

6 Melaka and Negeri Sembilan 3 12 0

7 Johor 14 129 71

8 Sabah 1 2 0

TOTAL 43 374 147

3.2 INTEGRATED MOBILE COMPLAINTS COUNTER (IMCC)

3.2.1 This programme was a result of improvements made to the Mobile Complaints Counter (MCC) with the aim to continue and extend this programme throughout the nation. The first IMCC was held in Taiping, Perak in 2005. This programme involved PCB counter with other Government agencies.

PCB’s counter during IMCC Programme in Muar, Johor

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3.2.2 IMCC is carried out by PCB’s officers and officers from local departments or agencies. The IMCC provides an opportunity for the public to lodge complaints or to air their dissatisfactions with any Government agency and those that have been privatised.

3.2.3 In 2007, a total 15 IMCC has been implemented by PCB state offices. The total number of complainants and complaints received during the IMCC Programme are shown in Table XII.

Table XII:

IMCC Programme in 2007

No. State Office No. of IMCC No. of Clients No. of Complaints

1 Kedah, Pulau Pinang and Perlis 2 250 271

2 Perak 1 20 20

3 Terengganu and Kelantan 3 77 102

4 Pahang 1 100 62

5 Selangor and Federal Territories 3 92 80

7 Johor 3 694 134

8 Sabah 2 196 2

TOTAL 15 1,429 671

4. Public Complaints Monitoring System (iSPAAA)

PCB had undertaken a project under The Ninth Malaysia Plan to develop an electronic web based system to monitor complaints received by all public agencies. The project commenced in the last quarter of 2007 and is scheduled to be ready by October 2008.

5. Monitoring of News and Complaints In The Press

In October 2007, PCB was given the responsibility to monitor all news and complaints about public service agencies published in the local newspapers. The agencies are required to take immediate action to resolve complaints that are published.

6. Public Opinion Poll

6.1 In 2007, PCB conducted 2 public opinion polls, one in February and one in December. The first poll was conducted from 4th to 24th February 2007. The question for the first poll was ‘What is your main concern right now?’.

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6.2 The result of the poll is stated in Table XIII.

Table XIII:

Result of Public Opinion Poll No. 1/2007

Indicator Options Total Percentage (%)

A Natural disaster 5,638 12.9

B Social illness 14,756 33.9

C Crime 7,571 17.4

D Cost of living 8,264 19.0

E Job opportunity 5,812 13.3

F Others 1,533 3.5

Overall Total 43,574 100.0

6.3 The second poll was conducted from 2nd to 12th December 2007. The question for the poll was ‘What is your personal evaluation of the Ninth Malaysia Plan?’.

6.4 The result of the poll is shown in Table XIV.

Table XIV:

Result of Public Opinion Poll No. 2/2007

Indicator Options Total Percentage (%)

A Good 4,394 16.2

B Can generate economic growth 5,909 21.8

C Too early and at announcement stage 3,165 11.7

D Long implementation period 1,551 5.7

E Not enough information 5,350 19.7

F Not widespread enough 2,854 10.5

G Yet to benefit me 3,358 12.4

H Others 556 2.0

Overall Total 27,137 100.0

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appendICes

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APPENDIX I

pCb headQuarters andstate offICes

1. Public Complaints Bureau Prime Minister’s Department Level 6, Block B1, Federal Government Administrative Centre, 62502 PUTRAJAYA

Telephone No. : 03-8888 7777 Facsimile No. : 03-8888 7778 / 3748

2. Public Complaints Bureau Prime Minister’s Department Level 44, KOMTAR Building, Jalan Pinang, 10000 PENANG Telephone No. : 04-263 6893 Facsimile No. : 04-263 6894

3. Public Complaints Bureau Prime Minister’s Department 2nd Floor, MAYBAN TRUST Building, No. 28, Jalan Tun Sambanthan, 30000 Ipoh, PERAK

Telephone No. : 05-255 8500 Facsimile No. : 05-255 8501

4. Public Complaints Bureau Prime Minister’s Department Level 41, Lot 2, Menara TH Perdana, Jalan Sultan Ismail, 50250, KUALA LUMPUR

Telephone No. : 03-2691 1346 Facsimile No. : 03-2692 9107

5. Public Complaints Bureau Prime Minister’s Department 3rd Floor, Bank Rakyat Building, Jalan Hang Tuah, 75300 MELAKA

Telephone No. : 06-288 1900 Facsimile No. : 06-288 1901

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6. Public Complaints Bureau Prime Minister’s Department 21th Floor, KOMTAR Building, Jalan Wong Ah Fook, 80505 Johor Bahru, JOHOR Telephone No. : 07-223 0900 Facsimile No. : 07-224 3557

7. Public Complaints Bureau Prime Minister’s Department Level 17, Teruntum Complex, Jalan Mahkota, Kuantan, 25000 PAHANG

Telephone No. : 09-514 4455 Facsimile No. : 09-514 4477

8. Public Complaints Bureau Prime Minister’s Department 2nd Floor, Wisma MAIDAM, Jalan Banggol, Kuala Terengganu, 20100, TERENGGANU

Telephone No. : 09-623 8135 Facsimile No. : 09-623 8134

9. Public Complaints Bureau Prime Minister’s Department Suite 6-15, 6th Floor, MAA Tower, No. 6, Lorong Api-api 1, 88800 Kota Kinabalu, SABAH

Telephone No. : 088-280 300 Facsimile No. : 088-280 301

10. Public Complaints Bureau Prime Minister’s Department 5th Floor, Bank Negara Malaysia Building, Jalan Satok, Kuching, 93400 SARAWAK

Telephone No. : 082-415 004 Facsimile No. : 082-415 005

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lIst of offICers and staffpCb’s headQuarters

Director General : Dr. Chua Hong Teck

Deputy Director General I : Isbah bin Idrus

Deputy Director General II : Suriyaty binti Hj. Muslim

Director of Administration : Jamalludin bin Kasbi (Until 1 September 2007)

: Ahmad Samuri bin Md Dahlan (w.e.f. 10 September 2007)

Principal Assistant Directors : Md. Nasir bin Ecsoff

: Haji Wan Zulkiffeli bin Wan Hassan

: Nor Hisham bin Ibrahim

: Haji Najimuddin bin Esa

: Olivia binti Ogor

: Lim Ah Tin (Until 1 March 2007)

: Zaiton bin Bachik (Until 16 March 2007)

: Shanmuganathan a/l Chelliah (Retired on 18 May 2007)

: Ahmad Samuri bin Md Dahlan (From 16 March to 9 September 2007; changed to Director of Administration)

: Julia binti Jaladdin : Abu Hassan bin Omar

APPENDIX II

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Legal Advisor : Leo Anak Saga (Until 1 October 2007)

Assistant Director (Senior) : Cheah Chee Fong

: Siva Balan a/l Damodharan Assistant Directors : Nik Ahmad Zahiruddin bin Nik Saleh (Until 15 June 2007)

: Saravanan a/l Gogarajah

: Rowenna Lantung Entang

: Lim Ai Rin

Public Relations Officer : Bahaludin bin Amat

System Analyst : Noor Iskandar bin Zubir

Assistant System Analyst : Salbiah binti Baba (Until 16 Oktober 2007)

: Herdayu bt Hamid

Assistant Administration Officers : Ruza bin Elias

: Mohd Shafiai bin Abdul Rahman

: Mohd Radzi bin Jusoh

: Zainon bt Abu

: Zaleha binti Mohamed

: Mustafa bin Mohd Jizat (Until 1 Jun 2007)

: Saari bin Omar

: Malek bin Mansor : Siti Aminah bt Mohamad Yasin

Assistant Accountant : Nor Fadillah binti Bakri

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pCb’s state offICes1. SELANGOR / KUALA LUMPUR OFFICE

Director : Asmawar bin Samad

Assistant Directors : Cheah Chee Fong (Until 30 January 2007; transferred to headquarters)

: Rizal Shahrurein bin Kamaruddin

: Khatijah binti Isa

: Zulkifli Amin bin Mohd. Shahidun

: Ishak bin Mohd. Radzi (Until 16 April 2007)

: Sharimah bt Mohamad Shariffodin

2. TERENGGANU / KELANTAN OFFICE

Director : Md Din bin Jusoh

Assistant Directors : Khairil Zuhdi bin Khairuddin

: Sulaiman bin Senik

3. PULAU PINANG / KEDAH / PERLIS OFFICE

Director : Aziz bin Ismail

Assistant Directors : Lekshimi a/p Muniandy

: Anushela a/p Muniandy

: Hilmi bin Abdul Rahman

: Faridah binti Ahmad

4. JOHOR OFFICE

Director : Rohani bin Salleh

Assistant Directors : Jazmaliza binti Jamaludin

: Paramjothy a/l Muthuvelu

: Loh Lee Too (Until 16 April 2007)

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5. MELAKA / NEGERI SEMBILAN OFFICE

Director : Mahpof bin Mahmood

Assistant Directors : Ranimah binti Putra

: Haji Mohamad bin Ibrahim

6 PAHANG OFFICE

Director : Wee Lip Ping

Assistant Directors : Karuddin bin Jusoh

7. PERAK OFFICE

Director : Shahrul Affendi bin Baharudin

Assistant Directors : Ganesh Babu Devar a/l Kuppan

: Hamnatul Akma bt Mior Lup Ahmad 8. SABAH

Director : Muharir bin Kamarudin

Assistant Directors : Clare William Sorimpok

: Muhammad Azrin bin Mohamad Jalani (Until 23 July 2007; transferred to headquarters)

: Muhammad Najib bin Zailani

9. SARAWAK

Director : Phillip Stephen Shim

Assistant Director : Ramlan bin Hussein @ Hashim

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APPENDIX III

PCB Feedback Form

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APPENDIX IV

SAMPLES OF LETTER OF APPRECIATION TO PCB

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APPENDIX V

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APPENDIX VI

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STATISTICS OF COMPLAINTS AGAINST MINISTRIES BY CATEGORY IN 2007

DELAY / NO ACTION1.

No. Ministry Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Finance 121 112 97 15 86.6

2 Internal Security 112 100 64 36 64.0

3 Energy, Water and Communications

90 85 68 17 80.0

4 Home Affairs 69 63 27 36 42.9

5 Natural Resources and Environment

68 67 55 12 82.1

6 Federal Territories 58 37 28 9 75.7

7 Education 53 48 39 9 81.3

8 Prime Minister’s Department 50 48 29 19 60.4

9 Works 45 45 39 6 86.7

10 Health 40 32 25 7 78.1

11 Women, Family and Community Development

30 28 18 10 64.3

12 Human Resource 25 22 15 7 68.2

13 Agriculture and Agro-Based Industry

22 22 17 5 77.3

14 Rural and Regional Development

21 21 16 5 76.2

15 Domestic Trade and Consumer Affairs

13 11 6 5 54.4

16 Housing and Local Government 10 5 5 0 100.0

17 Higher Education 9 9 3 6 33.3

18 Transport 6 6 2 4 33.3

19 Defence 6 6 2 4 33.3

20 Entrepreneur and Cooperative Development

5 5 3 2 60.0

21 Information 3 3 1 2 33.3

22 Foreign Affairs 2 2 2 0 100.0

23 Youth and Sports 2 1 0 1 0.0

APPENDIX VII

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No. Ministry Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

24 Tourism 1 0 0 0 0.0

25 Culture, Arts and Heritage 1 1 1 0 100.0

26 International Trade and Industry

1 1 1 0 100.0

TOTAL 863 780 563 217 72.2

2. UNFAIR ACTION

No. Ministry Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Internal Security 25 24 10 14 41.7

2 Education 25 24 7 17 29.2

3 Prime Minister’s Department 22 21 7 14 33.3

4 Energy, Water and Communications

20 18 7 11 38.9

5 Finance 16 13 2 11 15.4

6 Health 15 14 6 8 42.9

7 Higher Education 10 10 5 5 50.0

8 Human Resource 9 9 4 5 44.4

9 Natural Resources and Environment

8 8 2 6 25.0

10 Housing and Local Government 8 4 2 2 50.0

11 Rural and Regional Development 7 7 1 6 14.3

12 Home Affairs 7 7 2 5 28.6

13 Transport 7 7 2 5 28.6

14 Agriculture and Agro-Based Industry

6 6 3 3 50.0

15 Defence 6 6 1 5 16.7

16 Women, Family and Community Development

6 6 3 3 50.0

17 Entrepreneur and Cooperative Development

6 6 2 4 33.3

18 Works 5 5 4 1 80.0

19 Federal Territories 4 3 1 2 33.3

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No. Ministry Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

20 Culture, Arts and Heritage 2 2 0 2 0.0

21 Plantation Industries and Commodities

1 1 0 1 0.0

22 Foreign Affairs 1 1 0 1 0.0

23 Information 1 0 0 0 0.0

24 Domestic Trade and Consumer Affairs

4 4 0 4 0.0

TOTAL 221 206 71 135 34.5

3. LACK OF PUBLIC AMENITIES

No. Ministry Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Works 40 40 35 5 87.5

2 Energy, Water and Communications

15 15 11 4 73.3

3 Agriculture and Agro-Based Industry

11 11 11 0 100.0

4 Natural Resources and Environment

6 6 4 2 66.7

5 Health 4 4 2 2 50.0

6 Entrepreneur and Cooperative Development

4 4 4 0 100.0

7 Federal Territories 3 1 0 1 0.0

8 Education 3 3 2 1 66.7

9 Rural and Regional Development 2 2 2 0 100.0

10 Transport 1 1 0 1 0.0

11 Housing and Local Government 1 1 1 0 100.0

12 Finance 1 1 0 1 0.0

13 Information 1 1 0 1 0.0

TOTAL 92 90 72 18 80.0

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4. INADEQUACIES OF POLICY IMPLEMENTATION AND LAW

No. Ministry Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Internal Security 4 4 3 1 87.5

2 Defence 2 2 1 1 50.0

3Women, Family and Community Development

1 1 0 1 0.0

4 Education 1 1 1 0 100.0

5 Transport 1 1 0 1 0.0

6Agriculture and Agro-Based Industry

1 1 1 0 100.0

7 Finance 1 1 0 1 0.0

TOTAL 11 11 6 5 54.5

5. ABUSE OF POWER / MISAPPROPRIATION

No. Ministry Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Internal Security 11 9 0 9 0.0

2 Education 9 8 4 4 50.0

3 Prime Minister’s Department 4 2 0 2 0.0

4 Home Affairs 3 3 0 3 0.0

5 Health 2 2 2 0 100.0

6 Rural and Regional Development 1 1 1 0 100.0

7 Higher Education 1 1 0 1 0.0

8 Agriculture and Agro-Based Industry

1 1 0 1 0.0

9 Information 1 0 0 0 0.0

10 Works 1 1 0 1 0.0

11 Science, Technology and Innovation

1 1 0 1 0.0

12 Entrepreneur and Cooperative Development

1 0 0 0 0.0

13 Housing and Local Government 1 1 0 1 0.0

TOTAL 37 30 7 23 23.3

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6. MISCONDUCT OF CIVIL SERVANTS

No. Ministry Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Education 11 9 4 5 44.4

2 Internal Security 9 5 3 2 60.0

3 Transport 6 6 2 4 33.3

4 Home Affairs 5 5 1 4 20.0

5 Human Resource 4 4 2 2 50.0

6 Health 3 2 1 1 50.0

7 Prime Minister’s Department 3 3 1 2 33.3

8 Natural Resources and Environment

2 2 0 2 0.0

9 Finance 2 2 1 1 50.0

10 Agriculture and Agro-Based Industry

1 1 0 1 0.0

11 Defence 1 1 1 0 100.0

12 Domestic Trade and Consumer Affairs

1 1 1 0 100.0

13 Entrepreneur and Cooperative Development

1 1 0 1 0.0

14 Housing and Local Government 1 1 1 0 100.0

15 Foreign Affairs 1 1 1 0 100.0

TOTAL 51 44 19 25 43.2

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7. FAILURE TO ADHERE TO SET PROCEDURES

No. Ministry Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Education 10 9 4 5 44.4

2 Works 7 7 2 5 28.6

3 Internal Security 7 6 3 3 50.0

4 Agriculture and Agro-Based Industry

6 6 4 2 66.7

5 Home Affairs 6 6 4 2 66.7

6 Finance 6 6 3 3 50.0

7 Natural Resources and Environment

5 4 2 2 50.0

8 Prime Minister’s Department 4 4 2 2 50.0

9 Energy, Water and Communications

4 4 4 0 100.0

10 Health 4 4 0 4 0.0

11 Federal Territories 4 2 1 1 50.0

12 Rural and Regional Development 3 3 2 1 66.7

13 Women, Family and Community Development

1 1 1 0 100.0

14 Domestic Trade and Consumer Affairs

1 1 0 1 0.0

15 Plantation Industries and Commodities

1 1 0 1 0.0

16 Information 1 0 0 0 0.0

TOTAL 70 64 32 32 50.0

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8. FAILURE OF ENFORCEMENT

No. Ministry Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Internal Security 18 16 11 5 68.8

2 Natural Resources and Environment

17 16 11 5 68.8

3 Transport 14 12 9 3 75.0

4 Federal Territories 14 9 8 1 88.9

5 Domestic Trade and Consumer Affairs

12 11 6 5 54.5

6 Agriculture and Agro-Based Industry

11 11 7 4 63.6

7 Home Affairs 10 10 7 3 70.0

8 Energy, Water and Communications

4 4 3 1 87.5

9 Health 4 4 1 3 25.0

10 Prime Minister’s Department 3 3 3 0 100.0

11 Human Resource 3 3 1 2 33.3

12 Finance 2 2 1 1 50.0

13 Housing and Local Government 2 1 1 0 100.0

14 Rural and Regional Development 1 1 0 1 0.0

15 Entrepreneur and Cooperative Development

1 1 0 1 0.0

16 Works 1 1 1 0 100.0

TOTAL 117 105 70 35 66.7

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9. UNSATISFACTORY QUALITY OF SERVICE

No. Ministry Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Energy, Water and Communications

47 45 38 7 84.4

2 Internal Security 31 23 8 15 34.8

3 Works 26 26 22 4 84.6

4 Health 22 21 14 7 66.7

5 Home Affairs 21 19 8 11 42.1

6 Natural Resources and Environment

18 18 13 5 72.2

7 Education 14 14 11 3 78.6

8 Prime Minister’s Department 11 11 9 2 81.8

9 Finance 10 8 8 0 100.0

10 Women, Family and Community Development

6 6 4 2 66.7

11 Federal Territories 6 5 5 0 100.0

12 Higher Education 5 5 5 0 100.0

13 Transport 4 4 1 3 25.0

14 Human Resource 4 4 3 1 75.0

15 Domestic Trade and Consumer Affairs

3 2 1 1 50.0

16 Information 3 2 1 1 50.0

17 Rural and Regional Development 3 3 2 1 66.7

18 Entrepreneur and Cooperative Development

2 2 0 2 0.0

19 Tourism 2 2 1 1 50.0

20 Foreign Affairs 2 2 1 1 50.0

21 Housing and Local Government 1 1 1 0 100.0

TOTAL 241 223 156 67 70.0

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10. MISCELLANEOUS COMPLAINTS

No. Ministry Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Federal Territories 13 9 7 2 77.8

2 Energy, Water and Communications

8 8 7 1 87.5

3 Works 7 6 6 0 100.0

4 Education 7 6 3 3 50.0

5 Home Affairs 6 5 4 1 80.0

6 Internal Security 6 5 3 2 60.0

7 Domestic Trade and Consumer Affairs

5 5 4 1 80.0

8 Human Resource 5 5 1 4 20.0

9 Health 4 4 2 2 50.0

10 Prime Minister’s Department 4 3 1 2 33.3

11 Entrepreneur and Cooperative Development

3 3 3 0 100.0

12 Higher Education 3 2 1 1 50.0

13 Natural Resources and Environment

3 3 1 2 33.3

14 Rural and Regional Development 2 2 2 0 100.0

15 Housing and Local Government 2 2 1 1 50.0

16 Agriculture and Agro-Based Industry

2 2 1 1 50.0

17 Finance 2 1 0 1 0.0

18 Information 1 1 0 1 0.0

19 Women, Family and Community Development

1 1 1 0 100.0

20 Transport 1 1 0 1 0.0

TOTAL 85 74 48 26 64.9

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STATISTICS OF COMPLAINTS AGAINST AGENCIES BY CATEGORY UNDER STATE GOVERNMENT IN 2007

1. DELAY / NO ACTION

No. State Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Selangor 132 120 94 26 78.3

2 Johor 117 111 77 34 69.4

3 Perak 51 44 40 4 90.9

4 Kedah 44 41 29 12 70.7

5 Pahang 37 37 32 5 86.5

6 Pulau Pinang 28 27 25 2 92.6

7 Terengganu 26 25 13 12 52.0

8 Kelantan 12 12 8 4 66.7

9 Melaka 10 10 7 3 70.0

10 Negeri Sembilan 10 9 5 4 55.6

11 Perlis 2 2 2 0 100.0

12 Sarawak 2 2 2 0 100.0

13 Labuan 1 1 1 0 100.0

TOTAL 472 441 335 106 76.0

2. UNFAIR ACTION

No. State Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Selangor 24 24 12 12 50.0

2 Kedah 14 14 9 5 64.3

3 Johor 13 13 2 11 15.4

4 Pahang 9 9 3 6 33.3

5 Perak 9 7 3 4 42.9

6 Pulau Pinang 8 8 5 3 62.5

7 Kelantan 5 5 1 4 20.0

8 Terengganu 4 4 1 3 25.0

9 Melaka 2 2 1 1 50.0

TOTAL 88 86 37 49 43.0

APPENDIX VIII

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3. LACK OF PUBLIC AMENITIES

No. State Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Kedah 65 64 56 8 87.5

2 Johor 16 16 11 5 68.8

3 Selangor 16 15 10 5 66.7

4 Kelantan 11 11 8 3 72.7

5 Pahang 8 8 7 1 87.5

6 Perak 7 7 6 1 85.7

7 Melaka 4 4 3 1 75.0

8 Terengganu 4 4 4 0 100.0

9 Pulau Pinang 2 2 2 0 100.0

10 Negeri Sembilan 1 1 1 0 100.0

11 Perlis 1 1 1 0 100.0

TOTAL 135 133 109 24 82.0

4. INADEQUACIES OF POLICY IMPLEMENTATION AND LAW

No. State Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Selangor 3 3 0 3 0.0

2 Perak 2 2 2 0 100.0

3 Kedah 1 1 1 0 100.0

4 Pahang 1 1 0 1 0.0

5 Sarawak 1 1 1 0 100.0

TOTAL 8 8 4 4 50.0

5. ABUSE OF POWER / MISAPPROPRIATION

No. State Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Johor 5 5 1 4 20.0

2 Selangor 4 3 0 3 0.0

3 Pulai Pinang 1 1 0 1 0.0

4 Perak 1 1 0 1 0.0

TOTAL 11 10 1 9 10.0

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6. MISCONDUCT OF CIVIL SERVANTS

No. State Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Perak 4 4 2 2 50.0

2 Johor 3 3 2 1 66.7

3 Kedah 1 1 1 0 100.0

4 Melaka 1 1 0 1 0.0

5 Pulau Pinang 1 1 1 0 100.0

6 Selangor 1 1 0 1 0.0

7 Terengganu 1 1 1 0 100.0

TOTAL 12 12 7 5 58.3

7. FAILURE TO ADHERE TO SET PROCEDURES

No. State Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Johor 5 5 4 1 80.0

2 Kedah 4 3 1 2 33.3

3 Negeri Sembilan 4 4 2 2 50.0

4 Terengganu 4 4 3 1 75.0

5 Melaka 3 3 2 1 66.7

6 Selangor 3 3 2 1 66.7

7 Pulau Pinang 2 2 0 2 0.0

8 Perak 2 2 1 1 50.0

9 Pahang 1 1 0 1 0.0

TOTAL 28 27 15 12 55.6

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8. FAILURE OF ENFORCEMENT

No. State Total Investigated

Total Resolved Justified Unjustified Percentage of Justified

1 Pulau Pinang 39 37 31 6 83.8

2 Selangor 34 30 24 6 80.0

3 Johor 21 20 15 5 75.0

4 Kelantan 14 14 11 3 78.6

5 Kedah 13 11 9 2 81.8

6 Pahang 9 9 9 0 100.0

7 Perak 6 6 5 1 83.3

8 Terengganu 6 6 6 0 100.0

9 Negeri Sembilan 3 3 3 0 100.0

10 Melaka 2 0 0 0 0.0

11 Perlis 2 2 1 1 50.0

TOTAL 149 138 114 24 82.6

9. UNSATISFACTORY QUALITY OF SERVICES

No. State Total Investigated

Total Resolved Justified Unjustified Percentage of Justified

1 Selangor 43 36 29 7 80.6

2 Johor 38 38 24 14 63.2

3 Kedah 27 26 24 2 92.3

4 Kelantan 17 17 15 2 88.2

5 Pahang 15 15 14 1 93.3

6 Perak 10 10 9 1 90.0

7 Negeri Sembilan 8 8 6 2 75.0

8 Pulau Pinang 7 7 3 4 42.9

9 Terengganu 6 6 5 1 83.3

10 Melaka 2 1 1 0 100.0

TOTAL 173 164 130 34 79.3

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10. MISCELLANEOUS COMPLAINTS

No. State Total Investigated

Total Resolved

Justified Unjustified Percentage of Justified

1 Selangor 25 23 18 5 78.3

2 Pahang 23 22 20 2 90.9

3 Negeri Sembilan 9 8 4 4 50.0

4 Melaka 5 5 4 1 80.0

5 Kedah 4 4 4 0 100.0

6 Kelantan 4 4 3 1 75.0

7 Johor 3 2 2 0 100.0

8 Perak 3 2 2 0 100.0

9 Terengganu 1 1 0 1 0.0

TOTAL 77 71 57 14 80.3

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JANUARY Activities

18.1.2007 Working visit of Y.B. Tan Sri Bernard Giluk Dompok to PCB.

25.1.2007 Meeting of Senior Officers at Level 6, Block B1, Federal Government Administrative Centre, Putrajaya.

26 - 29.1.2007 Working visit by MAMPU Special Inspectorate Team. 31.1.2007 Visit by students of University Kebangsaan Malaysia (UKM).

FEBRUARY

12.2.2007 Visit by students of University Kebangsaan Malaysia (UKM).

15.2.2007 Visit by Public Relation Officers from various ministries, department and government agencies to PCB.

MARCH

8.3.2007 Departmental Joint Council Meeting at Level 6, Block B1, Federal Government Administrative Centre, Putrajaya.

27.3.2007 Visit by “Senior Executive Development Program”participants.

28.3.2007 Visit by Officers of the Inland Revenue Board.

APRIL

2.4.2007 Working visit of Y.B. Tan Sri Bernard Giluk Dompok to PCB.

17.4.2007 Counseling Seminar for PCB staffs.

18.4.2007 Visit by Public Relation Officers from various ministries, departments and government agencies to PCB.

23.4.2007 Working visit of Y.B. Tan Sri Bernard Giluk Dompok to PCB’s Johor Office.

PCB’S ACTIVITIES IN YEAR 2007

APPENDIX IX

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MAY

17.5.2007 Visit by Officers of the Ministry of Finance.

28.5.2007 Visit by delegates from the Ombudsman Office Kyrgyz Republic.

29.5.2007 Departmental Joint Council Meeting at Level 6, Block B1, Federal Government Administrative Centre, Putrajaya.

JUNE

11 - 15.6.2007 Visit from officers of the Prime Minister ’s Department, Brunei Darussalam.

12 - 13.6.2007 Visit from officers from the Sarawak Chief Minister’s Department.

28.6.2007 Visit from executives of the Malaysian Institute of Integrity.

JULY

12 - 13.7.2007 PCB’s Strategic Plan Review Meeting at Swiss Garden Resort & Spa, Kuantan, Pahang.

25.7.2007 Visit from officers of the Prime Minister’s Department of Brunei Darussalam.

26.7.2007 Visit from officers and staffs of the Department of Information.

AUGUST

2.8.2007 Visit from delegation of Provincial Ombudsman Sindh (Pakistan).

SEPTEMBER

6.9.2007 Visit by students of the University of Darul Iman.

10 - 11.9.2007 Quality Customer Service Course.

11 - 12.9.2007 Quality Customer Service Course.

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OCTOBER

4.10.2007 Visit by officers from the Anti Corruption Agency.

30.10.2007 Working visit by Y.B. Tan Sri Bernard Giluk Dompok to PCB.

Working visit by Tan Sri Bernard Dompok

NOVEMBER

21 - 23.11.2007 Land Management Course at Emperor Hotel, Melaka.

26 - 27.11.2007 Prime Minister’s Department Quality Day Exhibition, 2007.

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DECEMBER

3 - 5.12.2007 Working visit of Deputy Director-General PCB to Hong Kong Ombudsman and Office of the Commission Against Corruption Macao.

14.12.2007 Departmental Joint Council Meeting at Level 6, Block B1, Federal Government Administrative Centre, Putrajaya.

PCB counter during Quality Day Exhibition

TKP I meeting with officer of Commission Against Corruption Macao

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