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Call for system to deal with public complaints

Azlan Othman

Every government agency needs to establish and strengthen a system catered to public complaints in their ministries and be committed to handling complaints until the are resolved.

The matter was shared by Senior Management Services Officer Titty Dewana binti Abdullah and Acting Management Services Officer Md Royzarten Asym bin Haji Hashim while delivering a virtual briefing on ‘Procedures for Handling Public Complaints’ to 27 officers and public relations practitioners from 13 ministries yesterday.

The briefing was organised by the Information Department as the Secretariat of the Public Relations Committee of the Ministries and Government Departments (JPAKK & JJK) in collaboration with the Management Services Department.

The speakers said the implementation of an orderly complaints management system will make government agencies more responsive to public complaints by identifying the trend of complaints and taking measures to ensure the same complaints do not recur.

As stated in His Majesty Sultan Haji Hassanal Bolkiah Mu’izzaddin Waddaulah ibni Al-Marhum Sultan Haji Omar ‘Ali Saifuddien Sa’adul Khairi Waddien, Sultan and Yang Di-Pertuan of Brunei Darussalam’s titah during the audience and investiture ceremony to mark the monarch’s 42nd birthday celebration, His Majesty said, “I would like to call on government officers and staff to pay attention to the public and provide solutions when
problems arise”.

Officers and public relations practitioners in attendance shared experiences, procedures and tips in further improving the procedures for handling complaints in their respective agencies.

JPAKK & JJK was established on March 8, 1997 with its function being to attend to the concerns of the Government of His Majesty on matters raised by the public proactively.

Attendees at the briefing. PHOTO: AZLAN OTHMAN

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