Puncak Emas receives 11,000 user complaints a year

By: Zaki Salleh

IPOH – Potholed roads, blocked drains and collapsed drains are frequent complaints that Puncak Emas Infra Sdn Bhd (PEISB) receives to take corrective action.

In the past four years, PEISB received and resolved a total of 38,318 consumer complaints.

PEISB General Manager, Ir. Saiful Azzuan Aznam said, on average, the number of complaints handled by his side is about 11,000 related to various infrastructure damages.

According to him, each complaint is then categorized as either a routine, periodic or emergency complaint.

“Routine complaints for example will be carried out according to the cycle or accelerated from the cycle.

“For regular complaints, PEISB will prepare paperwork (notice of defect) within seven, 14 or 21 days depending on the estimated value of the damage.

“Next, it is forwarded to the PBT for approval. Complaint resolution also depends on the allocation,” he said.

For emergency complaints, PEISB will ensure that within one hour the road can be passed or traffic diverted to ensure that users can use the road.

The repair of the complaint depends on the work instructions from the PBT.

Said Saiful, PEISB receives complaints by phone, WhatsApp or complainants come directly to the office.

In addition, he said, direct complaints from the PBT are also received in the form of reports and through the Public Complaints Management System (SISPAA).

“The Ipoh City Council has the MyAduan system and other PBTs have the SISPAA system as a medium for filing complaints,” he said.

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