Direct way to file complaints
29/10/2006 Sunday Star By V.P. SUJATA
PUTRAJAYA: It is now easier for the public to contact the complaints section
of government agencies directly, thanks to the updated website of the Public
The website now has the helpline numbers for over 40 agencies including the
police, hospitals, local authorities, banks, fire brigade, Suhakam, Tenaga
Nasional Bhd, Employees Provident Fund, Socso, Department of Environment and
the National Registration Department.
The additional features in the website, the brainchild of the bureau’s new
director-general Dr Chua Hong Teck, will be updated from time to time.
“The public normally finds it difficult to get the correct numbers to make
complaints or seek help for their problems,” Dr Chua said.
“With these helpline numbers, it will be easier for complainants because
going through the TM operator will only get you the general line, not the
He said the website, www. bpa.jpm.my, was now very user-friendly and with
only three clicks of the mouse one would be able to get straight into the
page with a complaints form.
“A reference number will be given and the complainant can check the status
of his complaint with just another three clicks of the mouse,” he added.
“We are very transparent. Complainants have access to all the
correspondences made with the departments. We have nothing to hide.”
He added that he was disappointed that many people did not know about the
service provided by the bureau, which falls under the Prime Minister’s
He said letters to the bureau could be sent to P.O. Box 9000, Kuala Lumpur.
Postage is free.
Dr Chua also urged the public not to be afraid to complain as it was a form
of feedback that would allow the targeted department to improve its service.
He said that, however, Malaysians were not very keen to make complaints as
they see it as a negative act.
He suggested that the willingness to make complaints be inculcated in
children as they should know their rights as consumers.