PUTRAJAYA: Malaysians can now channel their complaints, suggestions and queries to any government department via a smartphone application.
The second generation app, renamed ‘Respons Rakyat’ (RR 2.0), would allow the public to communicate with ministries, departments, state governments, local authorities as well as government-linked utility companies.
Prime Minister Tun Dr Mahathir Mohamad launched the application during a special event held at the Prime Minister's Office.
The Public Complaints Bureau (PCB), in a statement, said the public would be able to connect with 460 government agencies, comprising 25 ministries, 257 federal agencies, 13 state secretary offices, 149 local authorities and 16 utility companies by using the app.
The PCB is currently placed under the National Governance, Integrity and Anti-Corruption Centre (GIACC) which comes under the purview of the Prime Minister's Department.
“The RR 2.0 will replace RR1.0 which was developed by the bureau in May 2016. The new version has the ability to upload videos and audio files, while only images and documents could be uploaded in the older version.
“Apart from that, the new RR Messenger service would also keep the complainant notified of any new messages. In the older version complainants could only lodge complaints via calls and emails,” it added.
Besides that, complainants can now follow up on their case and related investigations on their smartphones.
Customer satisfaction surveys can also be done through the phone application.
“All these features weren’t in place in the older version,” the bureau said.
According to PCB statistics, a total of 2,089 complaints were received on the RR 1.0 between May 2016 and Dec 31, 2018.
“From the amount, a total of 48.6 per cent or 1,016 complaints were directed to local authorities, followed by 26.6 per cent or 555 complaints to ministries and government agencies, 19 per cent or 354 complaints towards state government agencies and 7.9 per cent or 164 complaints to private companies, government linked companies and private companies,” the statement read.
The PCB is also confident that RR 2.0 would receive encouraging support from those who want to lodge complaints on the public service delivery system.
“This is because in 2016, 7.5 per cent of the total complaints received were lodged on RR 1.0, this also increased to 8.3 per cent in 2017 and 17.4 per cent in 2018,” it added.
RR 2.0 can be downloaded from Apple App Store and Google Play Store.