The Public Complaints Bureau (BPA) is working to resolve all public complaints received through the Public Complaints Management System (Sispaa) within three months. This initiative aims to improve government service delivery and responsiveness. The BPA is also promoting Sispaa to all government agencies and standardizing the classification of complaints.
Datuk Akbar Samon, the Director General of the Public Complaints Bureau (BPA), announced that the bureau aims to resolve all public complaints received through the Public Complaints Management System ( Sispaa ) within a maximum of three months. This initiative is part of BPA's ongoing efforts to enhance the efficiency and responsiveness of government service delivery to the public.
He emphasized the bureau's commitment to strengthening Sispaa's capabilities, ensuring that each complaint is handled effectively and promptly by the relevant agencies. During the Pulai Indah Fun Walk 3.0 program held at Padang Awam Taman Pulai Indah in Jasin, Melaka, Akbar highlighted that the majority of complaints are resolved much quicker, with some cases addressed within three days and moderate cases within approximately fifteen working days. Only complex cases require more time for resolution. The BPA is actively promoting Sispaa to all government ministries and agencies to ensure that complaints reach the responsible parties without delay, allowing for immediate action and performance assessment. This system streamlines the complaint process, channeling issues directly to the appropriate ministries or agencies. \Akbar also elaborated on the introduction of the new Complaint Category Dictionary, which standardizes the classification of complaints across all government agencies. Previously, there were ten complaint categories, but these have been restructured into two main categories: service delivery and enforcement. This new structure provides more detailed subcategories for better organization and resolution. The goal is to provide a unified guideline for managing complaints, whether they pertain to service delivery or enforcement matters. The standardization aims to streamline the process, enabling a more efficient workflow and ultimately improving the overall public service. This standardization is a crucial step towards ensuring that all complaints are handled consistently, regardless of where they originate within the government. The focus on service delivery highlights the government’s commitment to improving the citizen experience when interacting with public services. Furthermore, by improving enforcement capabilities the government is sending a clear message about its dedication to upholding the law and addressing issues that impact public safety and well-being. \Datuk Akbar Samon noted that Selangor has recorded the highest number of complaints across the country. These complaints predominantly relate to issues concerning damaged roads and public amenities, such as malfunctioning streetlights. This information serves as a data-driven indication of the areas of concern for citizens and can be used to inform further public initiatives. The focus on gathering and analyzing the type of complaints is critical to addressing public grievances. Understanding the nature of the complaints and their frequency allows government agencies to prioritize resources and improve specific areas of concern. For example, if road damage is a constant issue, the government can allocate resources towards road maintenance and repair. In order to respond to public concerns with greater impact, BPA is taking these steps, including upgrading Sispaa. By streamlining processes, and standardizing the complaint classification system, the BPA is working to improve public satisfaction by ensuring that complaints are addressed in a timely, professional and effective manner
Public Complaints Bureau (BPA) Sispaa Government Service Delivery Complaint Resolution Public Complaints
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