PETALING JAYA: THE Petaling Jaya City Council (MBPJ) has implemented a complaint-category system in an effort to resolve complaints made by the public efficiently.
Petaling Jaya mayor Datin Paduka Alinah Ahmad said all complaints received are now categorised under four categories — critical, urgent, normal and non-critical.
“This will improve our efficiency in resolving public complaints. We have also set up a task force to review and recommend improvements to the complaints management process.
“In addition, the task force will also come up with a standard operating procedure (SOP) and service level agreement (SLA) to improve the services,” said Alinah, adding that the system is on a three-month trial run since Sept 15.
The task force is led by Petaling Jaya Zone 20 councillor, Sean Oon Chong Ling and supported by other members Tang Fui Koh, Ang Ming Ern and Azizi Ariffin.
Alinah said complaints that fall under the critical category (KAT 1) include issues pertaining to public safety and traffic obstruction, which will be resolved in 24 hours.
Urgent complaints (KAT 2) consists of, among others, potential safety issue and vandalism which will be resolved within 48 hours.
For normal complaints (KAT 3) such as upgrading works, it will be resolved within 14 days.
Issues such as normal maintenance works, tenders and other matters that do not involve public safety will be categorised as non-critical complaint (KAT 4) and it will be resolved based on the procedures set by the respective government agencies.
On a related matter, Oon said that when a complaint is received, MBPJ would classify the matter according to its category and issue a reference number to the complainant.
“We will also explain to them on the category and when the matter will be resolved,” he said.
He also said that the task force unit will respond to the complaints within a day (not inclusive of Saturday, Sunday and public holiday).
A total of 13,675 complaints were received from January to August this year, of which 8,211 cases were resolved and 5,464 were still being investigated by the respective departments in MBPJ.
As part of its effort to stay engaged with the public, MBPJ also holds meet-the-people sessions on the first Friday of every month.
From Jan till last month, 1,986 complaints were made on uncollected illegal and household waste, which is the highest among the grouses by residents.