By Zaki Salleh
Credit photo: FB Saarani Mohamad
IPOH: Perak Menteri Besar, Dato’ Seri Saarani Mohamad, has called for improvements in the management of public complaints to ensure that every issue is resolved thoroughly and effectively.
According to him, public complaints are a reflection of the effectiveness of government administration and should not be viewed merely as a nuisance.
“In fact, public complaints are a reflection of administrative effectiveness.
“It is through these complaints that the people judge whether the government is truly functioning for them or otherwise.
“In today’s era, people no longer want to wait for months, let alone years.
“They assess us based on the speed of our response, the promptness of our replies, and the clarity of actions that genuinely resolve their problems,” he said in his address at the Executive Talk Session and New Year 2026 Message with Perak state civil servants at the Casuarina Convention Centre, Meru, here.
He also stressed that problem-solving must address the root causes, rather than merely closing cases to meet targets.
Each complaint, he said, must have a clearly identified owner and accountable follow-up actions.
In this regard, the Menteri Besar proposed the use of complaint data to improve systems and prevent recurring issues.
This approach should be accompanied by continuous monitoring and corrective actions when necessary.
In addition, he emphasised the importance of empathy and professionalism in dealing with the public, particularly in communication and service delivery.
With these measures, Saarani is confident that public services can be enhanced, public trust restored, and recurring issues minimised.
The effectiveness of the public complaints system, he said, would elevate the standing of the civil service and create a more responsive government.
Throughout 2025, more than 19,000 complaints were received through the Public Complaints Management System (SISPAA), involving all levels of the state administration.
Of that total, more than 92 per cent were successfully resolved within the stipulated timeframe.
This demonstrates that the existing system is functioning and effectively addressing the complaints received.
