The State Integrity and Ombudsman Unit (Union) has received multiple complaints from the public regarding the services provided by agencies and government departments.
Its Minister Datuk Talib Zulpilip said that the complaints have been examined and investigated.
“The investigation is carried out based on the International Ombudsman practices on freedom, neutrality, equality, and confidentiality,” he said when delivering his winding-up speech during the assembly sitting.
He added that as of May 3, this year, there has been 31 complaints received by the unit. A total of 25 complaints (80.64 per cent) have been resolved while the remaining complaints are still under investigation.
“In addition, the Union also takes the initiative to conduct an investigation based on observation. The unit also reviews the results based on the Auditor-General’s Report and Internal Audit Report. If necessary, the Chief Minister’s Office for further review.
“Through the unit, the state government has provided the general public with a platform to obtain viewpoints on the quality of public services.
“This platform should be fully utilised by the people in channelling or creating a complaint to the Union.
“Lets us equally play a part in being more objective, constructive and professional in improving the qualities of public services,” he said.
Talib also mentioned that in 2018, a total of 19,848 feedback was recorded through the department hotline.
“The feedback consists of various services from the public and private sectors with 14,062 complaints; 412 proposals; 698 inquiries; 4,433 services application; and 156 awards,” he said.
Based on the figures, about 17,410 complaints have been settled.
Talib further explained that in 2018, some 401 complaints were received by the Sarawak Public Complaints Bureau (BPA) through the Public Complaints Management System (SISPAA).
“Among the complaints received, a total of 396 complaints recorded were solved,” he said.
