Leaders | Course Paper

Assignment 2 Group

“Delays in taking action and failure in enforcement are the most frequent complaints made by

the public against the civil service. According to the Public Complaints Bureau (PCB), 36

percent of complaints received as of November last year were on late or no action by

government agencies and departments, 13 per cent were on lack of enforcement . Other

Complaints on government service filed adhere to procedures, unsatisfactory manpower

quality, lack of public amenities, unfair action, inadequacies in policy implementation, abuse

of power and staff misconduct,” (Fairuz Mohd Shahar, Civil service’s lack of action top

grouse, New Straits Times, 4 January 2016, pg 12)

Question: Suggest what types of leadership is required to remedy the public complaints

against the civil service. Provide examples.

Team Members Matrix

Magdalene John 820005

Sangeetha Kisna 820004

Jaya Krishnan 820003

Table of Content

N

o

Topic Pg

1 Introduction

1.1 Public Complaints

1.2

1.3

1.4

1.5

2 Civil Service in Malaysia

3 Leadership Style

4 Comparison

Ref: h’ps://en.wikipedia.org/wiki/Civil_service_in_Malaysia

Public Complaint Bureau, Malaysia 2010

Overview:

While many commonwealth countries have adopted the Swedish

institution of

Ombudsman as an independent and impartial arbiter between the

government and the individuals to check the abuse and mal-

administration in the public sector, the

government in Malaysia has, instead, set up what is known as the Public

Complaints

Bureau (PCB).

Public Complaint Bureau falls under Jabatan Perdana Menteri. Although many alternatives

used and implemented, and complains been reducing, yet, it still unable to provide the service

at the best. This is partially due to lacking of enforcement; the leader shall educate the staffs

accordingly on the importance’ of handling complains. Later in this paper, we will discuss

further on the type of leadership to be followed, coherently the staffs to adapt to the

enforcement.

Introduction – Public Complaints Bureau

The establishment of Public Complaints Bureau (PCB) was officially announced on 23rd July

1971 with the objective of being a monitoring body to ensure effective, efficient and fair

administration. The functions of PCB were mainly as a link between the government and the

public and to provide an avenue for the public to air their complaints or grouses when dealing

with the Government agencies. The functions and responsibilities of PCB are further

enhanced in the Development Administration Circular No. 4 of 1992. The purpose of this

Circular is to create a public complaints management system which is able to resolve public

complaints immediately in a more effective and efficient manner. The circular also explains

the purpose and role to be taken by each Ministry/ State Government/ Federal Statutory body

and Local Authority in the management of public complaints.

1.1 Functions of PCB

Complaint that can be lodged to PCB are complaint on the dissatisfaction of public towards

any administrative action (including those made by Government agencies that have been

privatized or institutions that have a monopoly and also those that provide public existing

laws and regulations, abuse of power, maladministration, and other similar acts by the

government agencies. All complaints on Government administrations can be investigated

except those under the authority of the Anti- Corruption Agency (ACA), Legal Aid Bureau,

Court’s proceedings, Special Cabinet Committee on the Integrity Government Management

and the Public Accounts Committee.

The functions and responsibilities of PCB in the management of public complaints are as

follows:

To receive complaints on dissatisfaction towards any administrative actions;

 To investigate all complaints received; To report certain complaints that are of major

public interest to the permanent Committee on Public Complaints (PCPC) for further

action;

Inform the decisions of PCPC to all relevant Government agencies for their remedial

actions;

To monitor the remedial measures taken by the relevant government Agencies as

feedback to the PCPC.

Besides that, PCB has provided an effective and efficient public complaint

management system based on the following criteria;

All complaints are to be resolved efficiently, effectively, fairly and expeditiously;

complaints are manage honestly, without prejudices and identity of the complainants

are to be kept confidential (unless authorized);

Remedial measures to be fair, objective and transparent

1.2 Organization Structure

Permanent committee on public complaints (PCPC) is chaired by the Chief Secretary to the

Government and members of the committee are:

1) The Director General of the Public Service Department

2) The Director General of the Anti-Corruption Agency

3) The Senior Deputy Sectary General of the Prime Minister’s Department

4) The Director General of the Malaysian Administrative Modernization and Management

Planning Unit of the Prime Minister’s Department (MAMPU)

1.3 Addressing Systemic Issues & Investigative Techniques

The Planning and Research Unit of the Public Complaints Bureau (PCB) is responsible for:

Formulating, implementing, monitoring and reviewing of the PCB Strategic Plan;

Formulating, implementing, monitoring and reviewing of public sector complaints

management systems;

Providing data and statistics on complaints managed by PCB;

Analysing data on public complaints and propose holistic solutions to resolve

complaints at the systemic level;

Monitoring performance of complaints management programmes and activities.

Normally, the desk officer will send the acknowledgement letter to the complainant once

PCB has registered the case in the PCB’s system. At the same time, a letter to the agency

complained will be send asking the agency to investigate the matter.

Agency will be given time-line to give feedback to PB. If the agency failed to reply within

the time line, a meeting will be held between PCB and the agency to discuss the case more

precisely. If the complaint could not resolved at the agency level, PCB will bring the case to

the attention of permanent Committee on Public Complaints (PCPC). The Committee is

highly empowered committee which is chaired by the Chief Secretary of the Government. All

PCPC’s decisions should be adhered by the agency concerned and the development of the

complaint should be informed to this committee more frequently. Meanwhile, desk officer

will keep on updating the development of the complaint to the complainant. Besides that, an

appreciation letter will be sent to the agency if the agency could solve the case immediately.

1.4 Public Awareness and Outreach

In order to provide the opportunity for the public to make complaints, PCB has carried out

pro-active programmes such as Mobile Complaints Counter (MCC), Integrated Mobile

Complaints Counter (IMCC) and Mesra Rakyat Programme (MESRA).

Mesra Rakyat Programme (MESRA)

This programme is a dialogue session between the public and the various State/ District

Government Department/ Agencies involving community leaders, residents association,

fisherman, mall scale farmers, retailers, and voluntary bodies with heads of departments. The

aim of this programme is to provide a channel for the public to air their grievances or lodge

complaints when dealing with these departments. The aim of this programme is in line with

the Public Service Administrative Development Circular Letter No. 1/ 2002.

Mobile Complaints Counter (MCC)

The MCC Programme is PCB’s programme where a counter is opened to the public to lodge

their complaints. It was first introduced in 1985 known as Circuit accordance to the Public

Service Development Administrative Service Circular No.4 of 1992. This programme has

been implemented throughout the country and the main focus of this programme is at the

rural areas / remote locations.

Integrated Mobile Complaints Counter (IMCC)

This programme was as a result of improvements made to the Mobile Complaints Counter

(MCC) with the aim to continue and extend this programme throughout the nation. IMCC is

carried out by PCB’s officers and officers from local departments or agencies. The IMCC

provides an opportunity for public to lodge complaints or to air their dissatisfactions with any

Government agencies and those have been privatized.

1.5 Parallel Complaint Redress System

As a central complaint management agency, PCB has been dealing with the people from all

walks of life (individuals, public/private sector, groups, Non-Government Organization and

politicians). There are few parallel complaint redress agency with PCB. The agencies are as

below:

Institution Jurisdiction

1.National Consumer Complaints Centre Assists consumers to resolve their

complaints. Also works as intermediary

between consumers and sellers to solve

conflicts.

2. Human Rights Commission of Malaysia Promotes awareness and providing

education on human rights issues in

Total Complain Received