Paul Low: ‘Rakyat Responz’ app will ease channelling of info

The Public Complaints Bureau (PCB) today launched a new mobile phone application called ‘Rakyat Responz’ to facilitate direct channelling of complaints and suggestions by the public to the government agencies.

Minister in the Prime Minister’s Department Paul Low Seng Kuan said the application was the latest platform, in addition to the existing Public Complaints Management System, to ensure that all public complaints could be resolved efficiently, fairly and effectively.

He said the innovative application would also provide real-time response to any issues or complaints channelled by the people.

“The public can also submit queries and extend their appreciation to the government agencies. Each ministry, department and agency is given a 15-day period to resolve any complaints made.

“This will be part of their key performance indicators,” he told reporters after launching the ‘Rakyat Responz’ application and the Complaints Management Seminar 2016 in Putrajaya.

Low said, at the moment, the ‘Rakyat Responz’ application could be downloaded for free from https://i.diawi.com/qQixQv and it would be made available at App Store, Google Play and the Gallery of Malaysian Government Mobile Application (Gamma) soon.

Meanwhile, PCB director-general Harjeet Singh said in 2015, the bureau received 6,388 complaints of which 3,892 or 60.9 percent were lodged against ministries and federal government departments and agencies.

“The remaining 2,496 complaints or 39.1 per cent were made against state government agencies and the local authorities. All complaints will be resolved within 15 days, except for complex problems such as issues related to land that may take a longer time,” he said.

Harjeet said of the total complaints received in 2015, 39.9 percent involved complaints against delays or no action taken, enforcement failure (14.7 percent), failure to follow the stipulated procedures (13.1 percent) and unsatisfactory services, including at the counters and via phones (9.7 percent).

- Bernama