Complaints bureau to act as whistle-blowing channel, says Paul Low

The civil service's flaws and errors should be highlighted to the Public Complaints Bureau (BPA), said Datuk Paul Low, minister in the Prime Minister’s Department.

The agency will act as a bridge between the government and the people, allowing the latter to have an avenue to voice their dissatisfaction. According to The Star, Low urged civil servants to provide service to the public like private corporations do.

“I think the whole attitude of ‘People First’ will have to be translated into the way we connect with the people, and also in the level of responsiveness to any complaints that they have,” said Low after launching the BPA kiosk in Putrajaya.

The government has launched its pilot stage of putting up kiosks at Urban Trans­formation Centres in Kuala Lumpur, Malacca and Pahang to allow the public provide feedback toward 35 ministries and agencies.

BPA plans to introduce the kiosks in malls if the public responds positively to its existing feedback centres.

“Hopefully, the whole culture of the civil service will change to one that views the public as customers, and likewise the culture of the public will change, too, that they are prepared to use technology to make constructive suggestions to the Government,” The Star quoted Low as saying.

BPA director-general Datin Mahani Tan Abdullah concurred with Low’s view, adding that government agencies should stop being defensive and change its attitude.

“Complaints are usually perceived as something negative, but we need to realise that they are an important element in enhancing performance and delivery. They are a gift for improvement,” she said. - August 24, 2013.


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