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DESEMBER 2010
PUTRAJAYA A study tour to the Public Complaints Bureau,Prime Minister s Department, Malaysia (PCB) organised by theAsian Ombudsman Association (AOA) under the programmeStrengthening the Asian Ombudsman Assciation (AOA) and ItsMembers was held on 6th until 12th December 2009. FourOmbudsmen from Pakistan and Sri Lanka namely Dr. MuhammadShoaib Suddle (Federal Tax Ombudsman, Pakistan), Justice (R) S.Ali Aslam Jafri (Federal Insurance Ombudsman, Pakistan), Mr.R.B. Ranaraja (Parliamentary Commissioner for Administration,Sri Lanka) and Mr. Akbar Ali Baloch (Provincial Ombudsman,Balochistan, Pakistan) took part in the study tour.
STUDY TOUR ASIAN OMBUDSMAN ASSOCIATION TO PCB
PUTRAJAYA - Satu lawatan sambil belajar ke Biro PengaduanAwam (BPA), Jabatan Perdana Menteri (JPM), Malaysia anjuranAsian Ombudsman Association (AOA) di bawah programStrengthening the Asian Ombudsman Assciation (AOA) and ItsMembers telah diadakan pada 6 hingga 12 Disember 2009.Lawatan tersebut telah disertai empat orang Ombudsmandaripada Pakistan dan Sri Lanka iaitu Dr. Muhammad ShoaibSuddle (Federal Tax Ombudsman, Pakistan), Justice (R) S. AliAslam Jafri (Federal Insurance Ombudsman, Pakistan), Mr. R.B.Ranaraja (Parliamentary Commissioner for Administration, SriLanka) dan Mr. Akbar Ali Baloch (Provincial Ombudsman,Balochistan, Pakistan).
LAWATAN SAMBIL BELAJAR ASIAN OMBUDSMANASSOCIATION KE BPA
Sepanjang lawatan, para delegasi telah dibawa melihat programproaktif BPA seperti Klinik Penyelesaian Aduan di Sentul, KualaLumpur, Program Kaunter Aduan Bergerak Bersepadu di AyerKeroh, Melaka, dan Bukit Raja, Selangor selain lawatan keTribunal Tuntutan Pengguna Malaysia dan Suruhanjaya Hak AsasiMalaysia. Program lawatan berakhir dengan majlis Makan Malambersama Ketua Pengarah, Y.Bhg. Dato Dr. Tam Weng Wah di TaiZi Heen Prince Hotel, Kuala Lumpur.
Throughout their stay, the delegates were taken to witnessnumerous PCB s pro-active programmes. The programmes werethe Instant Complaints Resolution Clinic held in Sentul, KualaLumpur, the Integrated Mobile Complaints Counter (IMCC) heldin Ayer Keroh, Melaka and the Mobile Complaints Counter (MCC)held in Bukit Raja, Selangor. The delegates were also taken tovisit the Malaysian Consumer Claims Tribunal and the HumanRights. Commission of Malaysia. The study tour ended with adinner at the Tai Zi Heen, Prince Hotel, Kuala Lumpur hosted bythe Director-General, Y.Bhg. Dato Dr. TamWeng Wah.
33 JABATAN / AGENSI DI PROGRAM KAUNTER
ADUAN BERGERAK BERSEPADU (KABB) AYER
KEROH, MELAKA
DESEMBER 2010
Ayer Keroh - 33 Federal and State Government
departments and agencies took part in the Integrated
Mobile Complaint Counter (IMCC) held at Mydin Mall, MITC
Ayer Keroh, Malacca.
Held on 9th December 2009, the programme was co-
organised by the Public Complaints Bureau (PCB)
Melaka/Negeri Sembilan and the District and Land Office
of Melaka Tengah and was officiated by the Honourable
Datuk Latipah bte Omar, the State Assemblywoman for
Taboh Naning.
33 DEPARTMENTS / AGECIES AT INTEGRATED
MOBILE COMPLAINTS COUNTER (MICC) AYER
KEROH, MALACCA
Ayer Keroh - Sebanyak 33 jabatan/ gensi kerajaan Persekutuandan Negeri terlibat didalam program Kaunter Aduan BergerakBersepadu (KABB) yang diadakan di Mydin Mall, MITC AyerKeroh, Melaka.
Program anjuran bersama Biro Pengaduan Awam, JabatanPerdana Menteri cawangan Negeri Melaka dan Pejabat Daerahdan Tanah Melaka Tengah telah diadakan pada 9 Disember 2009yang dirasmikan oleh Yang Berhormat, Datuk Latipah bte Omar,Ahli Dewan Undangan Negeri Taboh Naning.
Majlis yang bermula pada jam 11.00 pagi dan berakhir pada jam5.00 petang telah merekodkan seramai 51 aduan dari 200pengunjung sepanjang acara berlangsung.
Pengarah Bahagian Perancangan, Penyelidikan dan Penyelarasan,BPA, Puan Lim Peng Joo, Pegawai Daerah Melaka tengah, EncikRoslan Ibrahim dan Pengarah BPA cawangan Negeri Melaka,Encik Mahpof Mahmod turut hadir di majlis tersebut.
The programme which lasted from 11.00 a.m. until 5.00
p.m. recorded a total of 51 complaints and saw the
attendance of 200 visitors.
Madam Lim Peng Joo, the PCB‟s Director of Planning,
Research and Coordination, Mr. Roslan Ibrahim, the
Central Malacca District Officer and Malacca PCB's
Director, Mr. Mahpof Mahmod were among the attendees
at the programme.
DESEMBER 2010
PROGRAM MESRA RAKYAT PERTAMA DI SABAH
RANAU - Biro Pengaduan Awam, Jabatan Perdana Menteri,cawangan Negeri Sabah telah Berjaya mengadakan programMESRA Rakyat yang pertama di Negeri Sabah pada 5 Disember2009 bertempat di Dewan Masyarakat Ranau, Sabah.
Program ini telah berjaya menarik minat 450 orang ramaiterutama penduduk sekitar Ranau dan Kundasang untukmengetahui dan mendapat maklumat selain membuat aduan.
Timbalan Setiausaha Kerajaan Negeri Sabah, Datuk Gregory Joitolturut hadir dan merasmikan program yang diadakan dari jam 9.00pagi hingga 1.45 tengahari dan turut disertai 18 Jabatan/Agensikerajaan Persekutuan dan Negeri.
Dari jumlah pengunjung yang hadir sepanjang program diadakan,sebanyak 21 aduan direkodkan yang mana kategori KualitiPerkhidmatan Yang Tidak Memuaskan Termasuk Kaunter danTelefon merupakan yang kerap diadukan selain Tindakan TidakAdil dan kategori Kegagalan Penguatkuasaan.
Walaupun terdapat ganguan bekalan elektrik sebanyak tiga kali,orang ramai tetap menunggu masalah diselesaikan tanpaberganjak sehingga program tersebut ditamatkan.
Ketua Pengarah BPA, Y.Bhg. Dato' Dr. Tam Weng Wah turutberucap dan menjadi ahli panel sepanjang program berlangsung.
DESEMBER 2010
24 JABATAN/AGENSI KERAJAAN MEMBUKA KAUNTER DI
PROGRAM KABB MERLIMAU
Sebanyak 24 jabatan/agensi kerajaan terlibat dalam
membuka kaunter aduan sempena program Kaunter Aduan
Bergerak Bersepadu (KABB) bertempat di Dewan Datuk Hj.
Ahmad Ithnin, Merlimau, Jasin yang bermula pada jam
8.30 pagi hingga 2.00 petang.
Program anjuran bersama Biro Pengaduan Awam cawangan
N.Sembilan/Melaka, Jabatan Perdana Menteri dan Pejabat
Daerah dan Tanah Jasin telah dirasmikan oleh Datuk
Mohamad Hidhir bin Abu Hasan, Pengerusi Jawatankuasa
Negeri, Pembangunan Desa dan Pertanian, Jabatan Ketua
Menteri Melaka.
24 DEPARTMENTS/AGENCIES AT IMCC PROGRAMME AT
MERLIMAU
JASIN (7 Nov. 09) - 24 government departments and
agencies took part in PCB‟s Integrated Mobile Complaints
Counter (IMCC) programme held from 8.30 am to 2.00 p.m.
at Datuk Haji Ahmad Ithnin Hall, Merlimau, Jasin, Malacca.
Organised by the Public Complaints Bureau (PCB) together
with the Land and District Office of Jasin, the programme
was officiated by Datuk Mohamad Hidhir Abu Hasan,
Chairman of the State Committee for Agriculture and Rural
Development, Malacca‟s Chief Minister‟s Department.
During the programme, a total of 89 complaints were
lodged with the agencies. The programme recorded the
attendance of 200 visitors who came to seek information
from the participating agencies as well as to file in their
complaints.
PCB‟s Director of Complaints Management Division, Encik
Aziz bin Ismail and the District Officer of Jasin, Encik
Roslan bin Eusoff were also there at the programme and
delivered their speeches.
Sepanjang program berlangsung, sebanyak 89 aduan
direkodkan oleh agensi yang terlibat dan 200 pengunjung
yang terdiri dari penduduk sekitar daerah Jasin berkunjung
ke program bagi mendapatkan maklumat selain membuat
aduan.
<p align=justift>Turut hadir dan memberi ucapan, Encik
Aziz Ismail, Pengarah Bahagian Aduan, Biro Pengaduan
Awam, Jabatan Perdana Menteri dan Encik Roslan bin
Eusoff. Pegawai Daerah dan Tanah Jasin.
DESEMBER 2010
SUK NEGERI PAHANG RASMI PROGRAM MESRA RAKYAT DI
PEKAN
PEKAN - Setiausaha Kerajaan Negeri Pahang, Y.B. Dato'
Muhammad Safian bin Ismail telah merasmikan Program
MESRA Rakyat di Daerah Pekan, Pahang pada 10 Disember
2009 di Dewan Konvensyen Sultan Haji Ahmad Shah Pekan,
Pahang.
Program MESRA Rakyat berupa majlis dialog ini telah
disertai seramai 25 ketua jabatan / wakil dari pelbagai
agensi kerajaan Persekutuan dan Negeri dan mulakan pada
jam 10.00 pagi hingga jam 1.15 tengahari yang
dipengerusikan bersama oleh Y.B. Dato' Muhammad dan
Ketua Pengarah Biro Pengaduan Awam, Y.Bhg. Dato' Dr.
Tam Weng Wah.
Walaupun majlis dimulakan agak lewat dari dijadualkan
kerana masalah teknikal, ianya tidak mematahkan
semangat 500 kehadiran untuk terlibat secara langsung
dalam dialog yang dijalankan.
54 aduan dari 30 pengadu sepanjang program diadakan
yang mana kebanyakkannya melibatkan kategori
Kelewatan dan Tiada Tindakan, Tindakan Tidak adil dan
Kegagalan Penguatkuasaan.
Y.B. Dato' Muhammad Safian dan Y.Bhg. Dato' Dr. Tam
Weng Wah turut mengunjungi gerai pameran yang
diadakan di dalam dewan selepas berakhir program dialog.
DESEMBER 2010
PROGRAM KAUNTER ADUAN BERGERAK BERSEPADU
(KABB) DI IMPERIAL MALL, MIRI SARAWAK
MIRI 24 Oct. 09 – Biro Pengaduan Awam, Jabatan Perdana
Menteri cawangan Negeri Sarawak telah mengadakan
Program Kaunter Aduan Bergerak Bersepadu (KABB) dengan
kerjasama Pejabat Residen Bahagian Miri pada 24 Oktober
2009 (Sabtu)bertempat di Concourse Area, Imperial Mall,
Miri.
Program KABB kali kedua bagi tahun 2009 selepas di Sibu
telah dirasmikan oleh Pengarah Aduan Biro Pengaduan
Awam, Jabatan Perdana Menteri, Encik Aziz bin Ismail.
Sebanyak 21 jabatan/agensi kerajaan dan swasta
mengambil bahagian membuka kaunter aduan termasuk
dari BPA dan Pejabat Residen Bahagian Miri yang bermula
dari jam 10.30pagi hingga 4.00 petang.
Sepanjang program berlangsung, sebanyak 30 aduan
diterima dari pelbagai jabatan/agensi dari 150
pengunjung yang ingin mengetahui aktiviti yang dijalankan
selain mendapatkan maklumat.</p>
Timbalan Residen Miri, Encik Emang Oyo Emang, Pengarah
BPA cawangan Sarawak, Encik Philip Stephen Shim turut
hadir di program tersebut.
INTEGRATED MOBILE COMPLAINTS COUNTER (IMCC)
PROGRAMME AT IMPERIAL MALL, MIRI SARAWAK
MIRI - Public Complaints Bureau (PCB) of Sarawak with the
cooperation of Miri Resident Office had organised an
Integrated Mobile Complaints Counter (IMCC) programme
at Concourse Area, Imperial Mall, Miri on Saturday, 24th
October 2009.
It was the second KABB programme held this year after
Sibu Division and officiated by Encik Aziz bin Ismail,
Director of Complaints Unit, PCB.
There were 21 government and private bodies participated
in the programme have opened the service counters
including PCB and Miri Resident Office which started from
10.30 am until 4.00 pm.
The programme attracted 150 visitors who came for
information and 30 complaints were lodged. Furthermore,
the Miri Vice Resident, Mr. Emang Oyo Emang and the
Director of Sarawak Public Complaints Bureau (PCB) were
among who present to the programme.
DESEMBER 2010
PROGRAM KAUNTER ADUAN BERGERAK BERSEPADU
(KABB) DI DAERAH TENOM CERIA
TENOM 25 Oct. 09 – Program Kaunter Aduan Bergerak
Bersepadu (KABB) Biro Pengaduan Awam (BPA) Jabatan
Perdana Menteri dengan kerjasama Pejabat Daerah Tenom
berjaya menceriakan suasana program dengan adanya
‟Sudut Kopi‟ yang diwakili pegawai dari Jabatan
Penerangan menjadi penemu bual bersama wakil
jabatan/agensi dan menerangkan pelbagai aspek di daerah
Tenom sambil memperkenalkan produk Kopi Tenom.
Keadaan yang ceria telah sepanjang program berlangsung
dari jam 8.30 pagi hingga 1.30 tengahari telah mendapat
sambutan ramai terutama penduduk si sekitar Tenom dan
Keningau yang mana seramai lebih kurang 500 pengunjung
memenuhi setiap sudut kaunter untuk mendapatkan
maklumat selain membuat aduan.
Program yang melibatkan sebanyak 24 agensi membuka
kaunter, telah dirasmikan oleh Timbalan Ketua Pengarah
Aduan, Biro Pengaduan Awam, Jabatan Perdana Menteri,
Encik Md. Zin bin Musa.
Sebanyak 144 aduan direkodkan dan 107 khidmat nasihat
diberikan sepanjang program yang turut dihadiri oleh
Pegawai Daerah Tenom, Encik Siriman M.F. Basir.
Dalam ucapan aluan, Encik Siriman memperkenalkan
program yang dianjurkan bersama BPA adalah
berkonsepkan pejabat terbuka ini yang mana semua
pengadu mahupun pengunjung boleh singgah mengadu atau
mendapatkan maklumat berkenaan jabatan/agensi
INTEGRATED MOBILE COMPLAINTS COUNTER
PROGRAMME (IMCC) AT TENOM DISTRICT AMUSING
TENOM, 25 Oct 2009 - Public Complaints Bureau (PCB)
with co-operation from Tenom District Office had
organized Integrated Mobile Complaints Counter
Programme (IMCC). Information Department with other
representatives from departments and agencies had setup
a “Coffee Corner” to explain various aspects about Tenom
District and at the same time promoting product of Coffee
Tenom.
The programme started from 8.30 a.m until 1.30 p.m.
managed to attract around 500 people especially local
communities from Tenom and Keningau. Each of the
counters packed with people who not only to lodge their
complaints but also to get more information about the
departments and agencies.
Government‟s departments and agencies have opened the
service counters. A total of 144 complaints were received
and 107 consultations were given by respective agencies
and departments.
The programme was officiated by Deputy Director-General
(Complaints), PCB, Prime Minister‟s Department, Encik Md.
Zin bin Musa. District Officer of Tenom, Encik Siriman
M.F. Basir had also attended the programme. Encik
Siriman in his welcoming speech had introduces the
programme which using similar concept of „open office‟
where people not only can lodge their complaints but also
be able to gain more information about the departments
and agencies.
DESEMBER 2010
KAUNTER ADUAN BERGERAK DI SIMPANG EMPAT, PERLIS
SIMPANG EMPAT 28 Oct. 09 – Sebanyak 17 aduan serta 5
khidmat nasihat diterima sepanjang program KAB anjuran
bersama Biro Pengaduan Awam cawangan Pulau Pinang/
Kedah/ Perlis dan Pejabat Setiausaha Kerajaan Negeri
Perlis yang diadakan di Perkarangan Pusat Khidmat Menteri
Besar, Kawasan simpang Empat, Perlis.
Aduan yang banyak berkisar kepada masalah kekurangan
kemudahan asas, kelemahan penguatkuasaan dan
perkhidmatan diadukan sepanjang program yang diadakan
dari 9.00 pagi hingga 3.00 petang.
Kaunter Aduan Bergerak yang diadakan ini telah
dikendalikan oleh Encik Loo Ah Kok, Encik Hilmi Abdul
Rahman dan Encik Baharrudin Bahasim.
MOBILE COMPLAINTS COUNTER PROGRAMME (MCC) AT
SIMPANG EMPAT,PERLIS
SIMPANG EMPAT, 29 Oct 2009 - A total of 17 complaints
were lodged and 5 consultations were given during the
MCC programme held at foyer of Pusat Khidmat Menteri
Besar, Kawasan Simpang Empat, Perlis. The programme
was organised by Public Complaints Bureau of
Penang/Kedah/Perlis with collaboration of Perlis State
Secretary Office.
Most of the complaints received during the programme
which started from 9.00 am until 3.00 pm were about lack
of amenities, weak enforcement and services. This
programme was handled by Mr. Loo Ah Kok, Mr. Hilmi
Abdul Rahman dan Mr. Baharrudin Bahasim.
DESEMBER 2010
PROGRAM MESRA RAKYAT DI KULAI JAYA
KULAI JAYA - Program Timbalan Setiausaha Kerajaan
Negeri Johor, Dato' Haji Abdul Ghaffar bin Abdullah
merasmikan program MESRA Rakyat anjuran bersama Biro
Pengaduan Awam dan Pejabat Daerah Kulai Jaya pada 9
Oktober 2009.
Majlis yang diadakan pada jam 9.30 pagi di Dewan Raya,
Bandar Putra, Kulai Jaya telah menerima seramai 350
orang yang rata-ratanya masyarakat sekitar daerah Kulai.
Sebanyak 44 aduan dari 20 pengadu diterima sepanjang
program dianjurkan yang mana kebanyakkan aduan
berkisar kepada kategori kelewatan atau tiada tindakan,
kekurangan kemudahan awam dan kegagalan
penguatkuasaan.
Program MESRA Rakyat yang ke-2 diadakan selepas daerah
Ledang pada tahun ini telah disertai sebanyak 16 agensi
kerajaan dari Kulai Jaya dan Johor Bahru.
Ketua Pengarah Biro Pengaduan Awam, Dr. Tam Weng
Wah, Pegawai Daerah Kulai Jaya, Tuan Haji Elias bin
Hasran dan Pengarah Biro Pengaduan Awam Negeri Johor,
Encik Marshall Theagarajah turut hadir di majlis tersebut.
Dalam ucapan aluan, Ketua Pengarah Dr. Tam Weng Wah,
menyeru agar penjawat awam bersama berganding bahu
meningkatkan kualiti perkhidmatan demi mendapat
kepercayaan dari masyarakat.
Sehingga bulan 30 September 2009, BPA telah menerima
sebanyak 9,709 aduan yang mana Negeri Johor menerima
sebanyak 810 aduan keseluruhan
MESRA RAKYAT PROGRAMME AT KULAI JAYA
KUALA IBAI - Johor's Deputy State Secretary, Dato' Haji
Abdul Ghaffar bin Abdullah has officiated the MESRA
Rakyat Programme organised by Public Complaints Bureau
(PCB) with co-operation of Kulai Jaya District Office on 9
October 2009. The programme started at 9.30 a.m was
held at Dewan Raya, Bandar Putra, Kulai Jaya and
managed to attract about 350 local communities.
16 Government‟s departments and agencies from Kulai
Jaya and Johor Bahru have participated in this second
MESRA Rakyat Programme following the first programme
held in Ledang. A total of 44 complaints have been lodged
by 20 complainants towards categories of delay and no
action, lack of public amenities and failure of
enforcement. Overall until 30 September 2009, PCB has
received 9,709 complaints which 810 of the complaints
received from Johor.
The programme also attended by PCB‟s Director-General,
Dr. Tam Weng Wah, District Officer of Kulai Jaya, Tuan
Haji Elias bin Hasran and PCB Johor‟s State Director, En.
Marshall Theagarajah. In his welcoming speech, Dr. Tam
Weng Wah called public servants to work side by side in
improving the quality of services in order to gain the trust
from the public.
DESEMBER 2010
KAUNTER ADUAN BERGERAK (KAB) DI TEBINGAN SUNGAI
PASAR LAMA, MUKAH
MUKAH - Biro Pengaduan Awam Negeri Sarawak telah
mengadakan program KAB bertempat di Tebingan Sungai
Pasar Lama, Mukah pada 25 Julai 2009.
Program turun padang ini bermula pada jam 8.00 pagi dan
berakhir pada 12.00 tengahari telah menerima seramai 50
pengunjung yang terdiri masyarakat tempatan yang mana
sebahagian besarnya adalah petani dan nelayan.
Sepanjang program diadakan di kawasan yang majoritinya
dari kaum Melanau, sebanyak 3 aduan direkodkan dan 10
khidmat nasihat diberikan selain mengedarkan risalah dan
majalah BPA.
MOBILE COMPLAINTS COUNTER (MCC) AT TEBINGAN
SUNGAI PASAR LAMA, MUKAH
MUKAH - The Public Complaints Bureau (PCB) of Sarawak
had organised a Mobile Complaints Counter (MCC) at
Tebingan Sungai Pasar Lama, Mukah on 25th July 2009.
Held from 8.00 am until 12.00 pm, the counter received 50
visitors from the local communities who are mostly
farmers and fishermen.
During the programme in this Melanau majority area, 3
complaints were recorded and 10 consultations were
provided to the public besides distributing PCB's brochures
and bulletin
DESEMBER 2010PROGRAM MESRA KUALA IBAI CERIA
KUALA IBAI - Program MESRA Rakyat Kuala Ibai anjuran
bersama Biro Pengaduan Awam Negeri
Terengganu/Kelantan dan Pejabat Setiausaha Kerajaan
Negeri Terengganu penuh dengan keceriaan dan
keharmonian.
Program yang diadakan di Dewan Kenanga, Equestrian
Resort telah dipengerusikan oleh Setiausaha Kerajaan
Negeri Terengganu, Yang Berhormat Dato' Haji Mokhtar bin
Nong telah dihadiri seramai 400 orang yang
kebanyakkannya penduduk sekitar dan peniaga.
38 aduan diterima dari 16 pengadu direkodkan sepanjang
program yang bermula dari jam 9.00 pagi hingga jam 12.30
tengahari yang mana sebahagian besar aduan adalah
berkisar kepada kategori Kelewatan Atau Tiada Tindakan,
Kualiti Perkhidmatan Yang Tidak Memuaskan Termasuk
Kaunter dan Telefon dan Kekurangan Kemudahan Awam.
Ketua Pengarah Biro Pengaduan Awam (BPA), Dr Tam weng
Wah, Pegawai Daerah Kuala Terengganu, Dato' Haji Mohd
Alim bin Muda dan Datuk Bandar Majlis Bandaraya Kuala
Terengganu, Dato' Haji Mat Razali bin Kassim turut hadir
dan menjadi ahli panel selain 10 ketua agensi / wakil yang
dijemput.
Dalam temubual yang dilakukan bersama pengadu, mereka
amat berterima kasih diatas aktiviti turun padang yang
mana membolehkan mereka membangkitkan isu dengan
berdialog dan mahukan jawapan, tindakan dan perhatian
pihak berwajib dengan segera.
MESRA RAKYAT PROGRAMME AT KUALA IBAI
KUALA IBAI – Pleasant and harmony atmosphere
encapsulated the MESRA Rakyat Programme organised by
the Public Complaints Bureau (PCB) in collaboration with
the Terengganu State Secretary Office held at the Kenanga
Hall, Equestrian Resort from 9.30 am until 12.30 pm.
The State Secretary Of Terengganu, Y.B. Dato' Haji
Mokhtar bin Nong chaired the dialogue session with the
PCB Director General, Y.Brs. Dr Tam Weng Wah, Kuala
Terengganu District Officer, Dato' Haji Mohd Alim bin Muda
and Mayor of Kuala Terengganu City Council, Dato' Haji
Mat Razali bin Kassim among the panellists in the
programme. 10 department heads and representatives of
the participating government departments and agencies
also took part in the dialogue session. An estimated 400
people from the local and the business communities
attended the programme.
A total of 38 complaints were recorded from 16
complainants during the programme. Majority of the
complaints fell under the identified categories of Delay Or
No Action, Unsatisfactory Quality of Service Including
Counter and Telephone and Lack of Amenities.
Most of the attendees interviewed after the programme
were thankful for pro-active approach of this nature as it
provides opportunities to the public to voice out issues
which require prompt and urgent responses, actions and
attentions from the departments and agencies.
DESEMBER 2010PROGRAM KAUNTER ADUAN BERGERAK (KAB) DI STESEN
KOMUTER SEPUTEH
SEPUTEH 1 Julai 2009 - BPA WPKL telah menganjurkan
Program Kaunter Aduan Bergerak (Kab) Di Stesen Komuter
Seputeh bagi meninjau permasalahan yang dihadapi oleh
pengguna dan kakitangan KTMB Bhd sendiri. Usaha ini
sejajar dengan hasrat Kerajaan untuk mempertingkatkan
kualiti perkhidmatan pengangkutan awam di Malaysia
khasnya perkhidmatan KTMB. Program yang diadakan
awam serta cara-cara membuat aduan secara efektif.
bermula pada pukul 9.00 pagi hingga 2.00 petang tersebut
telah dihadiri seramai lebih kurang 70 orang dan sebanyak
10 aduan diterima.Disamping itu, BPA WPKL telah
menerangkan kepada orang ramai tentang peranan BPA
dalam pengendalian aduan
MOBILE COMPLAINTS COUNTER PROGRAMME (MCC) AT
SEPUTEH COMMUTER STATION
SEPUTEH, 1st July 2009 –I n line with the Government‟s
effort to improve the quality of public transport services
in Malaysia, the Public Complaints Bureau (PCB) of Kuala
Lumpur had organised a Mobile Complaints Counter (MCC)
programme at Seputeh KTM Commuter Station. The
location was specifically chosen to solicit feedbacks from
the commuters and Keretapi Tanah Melayu Berhad
(KTMB)‟s staffs and to identify difficulties faced by the
public in using this particular mode of transportation
DESEMBER 2010
18 JABATAN / AGENSI DI PROGRAM KABB KANGAR
KANGAR - 18 Jabatan dan Agensi kerajaan telah membuka
kaunter aduan sempena Program Kaunter Aduan Bergerak
Bersepadu anjuran Biro Pengaduan Awam Pulau
Pinang/Kedah/Perlis yang diadakan di Dewan Residensi,
Kangar pada 7 Julai 2009.
Sepanjang program yang berlangsung pada jam 8.30 pagi
hingga 12.30 tengahari, sebanyak 63 aduan direkodkan
manakala 43 kes diberikan khidmat nasihat berikutan
kekurangan pengetahuan dan maklumat berkenaan agensi
kerajaan.
Setiausaha Kerajaan Negeri Perlis, Yang Berhormat Dato‟
Mohamad Zabidi bin Zainal telah merasmikan program ini
yang turut dihadiri seramai 400 orang yang
kebanyakkannya terdiri dari Guru, Penghulu Kampung serta
pemimpin-pemimpin masyarakat selain masyarakat
tempatan
18 DEPARTMENTS/AGENCIES AT IMCC PROGRAMME IN
KANGAR, PERLIS
KANGAR – 8 government department and agencies took
part in the Integrated Mobile Complaints Counter (IMCC)
organised by the Public Complaints Bureau of Pulau
Pinang/Kedah/Perlis held at Dewan Residensi, Kangar on
7th July 2009 from 8.30 a.m until 12.30 p.m.
63 complaints were received during the programme while
43 consultations have been proffered to the public mainly
regarding information about the participating agencies.
The State Secretary of Perlis, Y.B. Dato‟ Mohammad Zabidi
bin Zainal officiated the programme which attracted 400
attendees comprising of teachers, village heads and
leaders of the local communities.
DESEMBER 2010
PROGRAM KAUNTER ADUAN BERGERAK BERSEPADU
(KABB) DI WISMA SANYAN, SIBU, SARAWAK
SIBU - Sebanyak 56 aduan dan 13 khidmat nasihat diterima
sepanjang program KABB anjuran bersama Biro Pengaduan
Awam Negeri Sarawak dan Pejabat Residen Bahagian Sibu
yang diadakan di ruang legar pusat membeli belah Wisma
Sanyan pada 23 Mei 2009.
Program yang bermula pada jam 10.30 pagi dan berakhir
pada 4.00 petang telah berjaya menarik seramai 200 orang
pengunjung yang melibatkan sebanyak 23 jabatan/agensi.
Majlis perasmian telah disempurnakan oleh Ketua Pengarah
Biro Pengaduan Awam, Dr. Tam Weng Wah yang turut
melawat ke kaunter-kaunter aduan.
Turut hadir di majlis tersebut, Residen Bahagian Sibu,
Encik Sim Kok Kee dan Pengarah BPA Negeri Sarawak,
Encik Philip Stephen Shim.
Majlis diakhiri dengan penyampaian 114 sijil penghargaan
kepada jabatan/agensi serta pegawai dan kakitangan yang
terlibat secara langsung dalam program tersebut
INTEGRATED MOBILE COMPLAINTS COUNTER
PROGRAMME (IMCC) AT WISMA SANYAN, SIBU, SARAWAK
SIBU - The Public Complaints Bureau (PCB) of Sarawak had
organised an Integrated Mobile Complaints Counter
Programme (IMCC) with the collaboration of the Sibu
Resident Office on 23rd May 2009 at Wisma Sanyan. A
total of 23 government departments and agencies took
part in the programme which lasted from 10.30 a.m until
4.00 p.m.
The Director-General of PCB, Y.Brs. Dr. Tam Weng Wah
officiated the programme which had attracted a total of
200 visitors. He later spent time to visit the counters of
the participating agencies. Mr Sim Kok Kee of the Resident
Office and the PCB Director of Sarawak, Mr Philip Shim
were also present during the programme.
During the programme, the PCB received 56 complaints
while 13 people were advised on how to overcome their
problems.
The programme was concluded with the award of 114
certificates of appreciation to the officers and the
participating government departments and agencies
DESEMBER 2010
40 ADUAN DI KAUNTER ADUAN BERGERAK SERDANG,
KEDAH
SERDANG, 17 Jun 2009 - 40 aduan direkodkan manakala
lima khidmat nasihat diberikan sepanjang program Kaunter
Aduan Bergerak yang bermula pada jam 9.00 pagi hingga
3.00 petang bertempat di Dataran Seri Serdang, Serdang,
Kedah.
Program anjuran Biro Pengaduan Awam Negeri Pulau
Pinang/Kedah/Perlis telah mendapat kerjasama dari Majlis
daerah Bandar Bahru serta Penghulu Mukim Serdang.
Dari jumlah aduan diterima, kebanyakkannya menyentuh
kepada aduan kekurangan kemudahan asas, kegagalan
penguatkuasaan dan isu tanah.
40 COMPLAINTS AT MOBILE COMPLAINTS COUNTER
SERDANG, KEDAH
SERDANG, 17 June 2009 </b> A total of 40 complaints
were received and five consultations were proffered
during the Mobile Complaints Counter (MCC) programme
held from 9.00 am to 3.00 pm at the Dataran Seri Serdang,
Serdang, Kedah.
This programme was organised by the Public Complaints
Bureau (PCB) of Pulau Pinang/ Kedah/ Perlis together with
Bandar Bahru Municipal Council and the Head of Serdang
Small District.
Many of the complaints received were on the lack of public
amenities in the area, failure in law enforcement and on
land issues
DESEMBER 2010
PROGRAM MESRA RAKYAT DI DAERAH HILIR PERAK
HILIR PERAK - Seramai lebih kurang 400 orang yang terdiri
dari pemimpin-pemimpin masyarakat, Badan Bukan
Kerajaan (NGO), Persatuan dan Pertubuhan serta penduduk
sekitar telah menghadiri program MESRA Rakyat anjuran
Biro Pengaduan Awam dengan kerjasama Pejabat Daerah
dan Tanah Hilir Perak yang diadakan di Dewan Bandaraya
Teluk Intan.
Majlis MESRA Rakyat yang merupakan majlis dialog antara
Jabatan/Agensi Kerajaan bermula pada jam 9.30 pagi
telah dirasmikan dan dipengerusikan oleh Encik Zul Azlan
bin Abu Hassan, Timbalan Pengarah Unit Perancangan
Ekonomi Negeri Perak. Sebanyak 22 isu yang dibangkitkan
oleh 7 orang pengadu lebih berkisar kepada perkhidmatan
yang kurang memuaskan dan kelemahan penguatkuasaan.
<p align=justify>Majlis yang berakhir pada jam 1.00
tengahari telah di wakili sebanyak 15 Jabatan dan agensi
kerajaan yang terdiri dari ketua-ketua jabatan serta wakil
dalam merekodkan aduan selain member jawapan kepada
isu-isu yang dibangkitkan.</p>
<p align=justify>Turut hadir dimajlis tersebut, Encik Aziz
Ismail, Pengarah Aduan, Biro Pengaduan Awam, Tuan
Ahmad Zainudin bin Yeop Shamsuddin, Pegawai Daerah
Hilir Perak, Haji Ibrahim Haji Ahmad, Yang dipertua Majlis
Perbandaran Teluk Intan dan Pengarah BPA Negeri Perak,
Haji Wan Zulkiffeli Wan Hassan.</
MESRA RAKYAT PROGRAMME AT HILIR PERAK DISTRICT
HILIR PERAK - An estimated 400 people comprising of
community leaders and members of non-governmental
organisations (NGOs), societies and the local communities
attended the MESRA Rakyat programme organised by the
Public Complaints Biro (PCB) of Perak. The programme was
held in collaboration with the Hilir Perak District and Land
Office at the Dewan Bandaraya Teluk Intan.
15 head of departments and department‟s representatives
participated in the dialogue session chaired by Encik Zul
Azlan bin Abu Hassan, Deputy Director of Economy
Planning Unit, Perak. The officers from the participating
Majlis yang berakhir pada jam 1.00 tengahari telah di
wakili sebanyak 15 Jabatan dan agensi kerajaan yang
terdiri dari ketua-ketua jabatan serta wakil dalam
merekodkan aduan selain member jawapan kepada isu-isu
yang dibangkitkan.
Turut hadir dimajlis tersebut, Encik Aziz Ismail, Pengarah
Aduan, Biro Pengaduan Awam, Tuan Ahmad Zainudin bin
Yeop Shamsuddin, Pegawai Daerah Hilir Perak, Haji
Ibrahim Haji Ahmad, Yang dipertua Majlis Perbandaran
Teluk Intan dan Pengarah BPA Negeri Perak, Haji Wan
Zulkiffeli Wan Hassan.
government departments and agencies also recorded
complaints and provided feedbacks to the issues raised by
the public during the session. Among the 22 issues raised
by the complainants were issues regarding unsatisfactory
public services and the weaknesses in the enforcement of
the law.
Among the attendees of the programme were Encik Aziz
Ismail, PCB‟s Director of Complaints Management, Tuan
Ahmad Zainudin bin Yeop Shamsuddin, District Officer of
Hilir Perak, Haji Ibrahim Haji Ahmad, President of Teluk
Intan Municipal Council and Perak‟s PCB Director, Haji Wan
Zulkiffeli Wan Hassan.
DESEMBER 2010
KAUNTER ADUAN BERGERAK DI MULTI PROPOSE MARKET,
BAU
BAU, 17 Jun 2009 – Seramai lebih kurang 50 pengunjung
telah datang ke Program Kaunter Aduan Bergerak (KAB) di
Multi Propose Market, Bau. Dalam program tersebut, BPA
Sarawak telah menerangkan kepada orang ramai tentang
fungsi-fungsi BPA serta cara mengemukakan aduan yang
betul dan berkesan.
Selain itu, BPA Sarawak juga menerangkan kepada
pengunjung antara jenis aduan yang boleh diadukan
seperti ketidakpuasan hati, cadangan dan sebagainya
MOBILE COMPLAINTS COUNTER PROGRAMME (MCC) AT
MULTI PURPOSE MARKET, BAU
Bau, 17 June 2009 - A total of 50 visitors attended the
Mobile Complaints Counter (MCC) held at the Multi Purpose
Market, Bau.
The Public Complaints Bureau (PCB) of Sarawak received
18 complaints during this programme with the majority of
the complaints were regarding road conditions. A total of
10 people were advised on service levels.
terhadap sebarang tindakan pentadbiran kerajaan
termasuk juga agensi kerajaan yang diswastakan.
BPA Sarawak telah berjaya memberikan sejumlah 10
khidmat nasihat manakala aduan yang diterima sejumlah
18 di mana kesemuanya mengenai agensi-agensi/jabatan-
jabatan negeri dan kebanyakkannya melibatkan jalan raya
yang belum ditar.
The PCB of Sarawak also took this opportunity to explain
to the public on PCB‟s roles and functions and the correct
procedures to lodge complaints. In addition, explanation
was also given as to the types of complaints that can be
lodged to the PCB, such as complaints against
unsatisfactory services and suggestions to improve the
service delivery of government agencies
DESEMBER 2010LAWATAN DELEGASI BAHAGIAN KABINET KERAJAAN
REPUBLIK RAKYAT BANGLADESH KE BPA
PUTRAJAYA – Seramai 6 orang pegawai kanan dari
Bahagian Kabinet, Kerajaan Republik Rakyat Bangladesh
yang diketuai oleh Setiausaha Kabinet, Encik M. Abdul
Aziz, ndc telah mengadakan lawatan rasmi ke Biro
Pengaduan Awam (BPA), Putrajaya pada 21 April 2009.
Turut serta dalam lawatan tersebut adalah Setiausaha
Bersama (Joint Secretary), Encik Md. Matiar Rahman,
Timbalan Setiausaha, Encik Md. Nurul Karim dan Ketua
Penolong Kanan, Encik Md. Forhad Siddique serta 2 orang
wakil daripada Suruhanjaya Tinggi Bangladesh di Malaysia
iaitu Pemangku Pesuruhjaya Tinggi, Encik A.S.M.
Waisuzzaman dan Setiausaha Pertama, Dr Rezaul Bashar
Siddique.
VISIT BY CABINET DIVISION THE PEOPLE’S REPUBLIC OF
BANGLADESH TO PCB
PUTRAJAYA – A group of 6 senior officers from Cabinet
Division, the People‟s Republic of Bangladesh lead by the
Cabinet Secretary, Mr M. Abdul Aziz, ndc has paid an
official visit to the Public Complaints Bureau (PCB) on 21st
April 2009.
Together in the delegation were Joint Secretary, Mr Md.
Matiar Rahman; Deputy Secretary, Mr Md. Nurul Karim; and
Senior Assistant Chief, Mr Md. Forhan Siddique. The
delegation was accompanied by the Acting High
Commissioner, Mr A.S.M. Waisuzzaman and First Secretary,
Dr Rezaul Bashar Siddique of Bangladesh High Commission
in Malaysia.
The visit began with the Director-General of PCB, Dr Tam
Weng Wah delivering his welcoming remarks followed by a
presentation on the organisation and role of the PCB in
handling public complaints presented by Director of
Planning, Research and Coordination, Mr Asmawar bin
Samat. Both PCB and members of the delegation later
exchanged their views and shared experiences in
complaints management.
Before leaving, Mr M. Abdul Aziz, ndc was invited to sign
the PCB‟s guestbook.
Apart from PCB, the delegation also visited National
Institute of Public Administration, Malaysia Anti Corruption
Commission and Malaysia Institute for Integrity during
their 3 days visit to Malaysia.
Sesi dimulakan dengan ucapan alu-aluan oleh Ketua
Pengarah BPA, Y.Brs. Dr Tam Weng Wah dan disusuli
dengan taklimat mengenai organisasi dan peranan BPA
dalam menguruskan aduan awam oleh Pengarah
Perancangan, Penyelidikan dan Penyelarasan, Encik
Asmawar bin Samat. BPA dan delegasi seterusnya telah
berbincang dan bertukar-tukar pandangan mengenai sistem
pengurusan aduan masing-masing
Sebelum beredar, Encik M. Abdul Aziz, ndc telah sudi
menandatangani buku pelawat BPA.
Selain dari BPA, lawatan turut diadakan Institut Tadbiran
Awam Negara (INTAN), Suruhanjaya Pencegah Rasuah
Malaysia (SPRM) dan Institut Integriti Malaysia
DESEMBER 2010
PROGRAM KAUNTER ADUAN BERGERAK (KAB) SANDAKAN
SABAH
SANDAKAN 14 MEI 2009 - Kaunter Aduan Bergerak (KAB)
kendalian BPA Negeri Sabah yang telah diadakan di Dewan
Masyarakat Sandakan telah mendapat sambutan yang
menggalakkan daripada masyarakat setempat dan
dikunjungi oleh lebih 100 orang.
Hampir 90 peratus isu atau masalah yang dibawa oleh
pengunjung yang hadir ke kaunter BPA Negeri Sabah adalah
berkaitan Jabatan Pendaftaran Negara. Daripada jumlah
tersebut sebanyak 23 aduan telah direkodkan, 33
pengadu/isu berkaitan hak asasi telah dirujuk kepada
pihak SUHAKAM, manakala selebihnya telah dinasihatkan
supaya merujuk dan menyemak terus kepada pihak
Jabatan Pendaftaran Negara kerana dokumen yang
MOBILE COMPLAINTS COUNTER(MCC) SANDAKAN SABAH
SANDAKAN14 MAY 2009 - More than 100 people turned up
during the Mobile Complaints Counter (MCC) organised
Public Complaints Bureau (PCB) of Sabah State Office at
the Sandakan‟s Community Hall recently.
Majority of the issues raised or the complaints lodged were
related to National Registration Department (NRD). During
this programme, 23 complaints were received by PCB and
33 complaints were referred to the Human Rights
Commission of Malaysia (SUHAKAM) while the visitors with
incomplete, dubious and doubtful documents were advised
to refer and verify with the NRD. Advices were also given
to visitors who sought to know the proper procedures and
ditunjukkan tidak lengkap dan meragukan. Khidmat nasihat
lain juga telah diberikan kepada pengunjung yang ingin
mengetahui proses dan cara untuk menyalurkan aduan,
agensi yang perlu dirujuk terhadap permasalahan yang
dihadapi dan sebagainya.
KAB kali ke 9 tahun 2009 ini diadakan sempena Program
Hari Bertemu Pelanggan (HBP) Biro Pengaduan Awam
Negeri Sabah, Jabatan Ketua Menteri Sabah. Program
bermula dari jam 9.00 pagi dan berakhir jam 2.00 petang
telah disertai oleh Majlis Perbandaran Sandakan,
Suruhanjaya Hak Asasi Manusia (SUHAKAM), Jabatan Tanah
dan Ukur Sandakan, Jabatan Kerja Raya Sandakan, Jabatan
Perhutanan Negeri dan Jabatan Bekalan Air Sandakan.
process in lodging complaints and the agencies that should
be contacted based on the particular complainant‟s issues.
The ninth MCC for the year 2009 was conducted in
conjunction with the Meeting The Client‟s Day organised
by the Public Complaints Bureau of the Sabah Chief
Minister‟s Department. The programme was held from 9.00
a.m until 2.00 p.m with the co-operation from the
Sandakan District Council, the Human Rights Commission
of Malaysia (SUHAKAM), the Sandakan Land and Survey
Department, the Sandakan Public Works Department, the
State Forestry Department and the Sandakan Water Supply
Branch.
DESEMBER 2010
PROGRAM KAUNTER ADUAN BERGERAK (KAB) KINABATANGAN
KINABATANGAN, SABAH - 13 MEI 2009. Pejabat BPA Negeri Sabah telah mengadakan Program Kaunter Aduan
Bergerak (KAB) kali ke 8 bagi tahun 2009 sempena Program Hari Bertemu Pelanggan (HBP) Biro Pengaduan Awam
Negeri Sabah, Jabatan Ketua Menteri Sabah. Program yang telah diadakan di Dewan Seri Kinabatangan,
Kinabatangan bermula dari jam 9.00 pagi dan berakhir jam 1.00 tengah hari tersebut juga turut disertai oleh
Pejabat Daerah Kinabatangan, Majlis Daerah Kinabatangan, Suruhanjaya Hak Asasi Manusia (SUHAKAM), Jabatan
Kerja Raya Daerah, Jabatan Bekalan Air Daerah, Jabatan Tanah dan Ukur Daerah dan Jabatan Perhutanan
Negeri.
<p align=justify>Pada keseluruhannya kaunter BPA Negeri Sabah telah dikunjungi oleh seramai 20 orang
pengunjung dan daripada jumlah tersebut sebanyak 4 aduan telah dicatatkan, 7 pengunjung telah dirujuk terus
ke BPA Negeri, Pejabat Daerah dan Jabatan Air bagi kes-kes yang melibatkan jabatan dan agensi Negeri Sabah.
Sebanyak 4 khidmat nasihat telah diberikan berkaitan isu dan masalah pemberhentian pekerja, manakala
selebihnya adalah khidmat nasihat diberikan kepada pengunjung yang ingin mengenali lebih dekat peranan dan
fungsi BPA, cara dan proses yang betul untuk menyalurkan aduan, dan mengenai agensi yang perlu dirujuk
terhadap permasalahan yang dihadapi.
MOBILE COMPLAINTS COUNTER PROGRAM (MCC) KINABATANGAN
KINABATANGAN, SABAH - 13 MAY 2009. Public Complaints Bureau (PCB) of Sabah had successfully conducted its
eighth Mobile Complaints Counter Program (MCC) for the year 2009. It was held in conjunction with the Meet the
Client Program organised by the Public Complaints Bureau of the Sabah Chief Minister‟s Department. The
programme was held at Seri Kinabatangan Hall, Kinabatangan from 9.00 a.m until 1.00 p.m with the co-
operation from the Kinabatangan District Office, the Kinabatangan District Council, the Human Rights
Commission of Malaysia (SUHAKAM), the District Public Works Department, the District Water Supply Branch, the
District Land and Survey Department and the State Forestry Department.
A total of 20 people visited the PCB‟s counter. Four (4) complaints were recorded while seven (7) cases were
directly referred to the Public Complaints Bureau of the Sabah Chief Minister‟s Department, Kinabatangan
District Office and the District Water Supply Branch.
At the same instance, four (4) visitors were advised on PCB‟s roles and functions, the correct procedures to
lodge complaints and the agencies that should be contacted based on the complainant‟s issues.
DESEMBER 2010LAPORAN PROGRAM KAUNTER ADUAN BERGERAK (KAB) DI KUDAT, SABAH</
KUDAT, SABAH - 15 April 2009 - Pejabat BPA Negeri Sabah telah mengadakan Program Kaunter Aduan
Bergerak (KAB) kali ke 6 bagi tahun 2009 sempena Program Hari Bertemu Pelanggan (HBP) Biro Pengaduan
Awam Negeri Sabah, Jabatan Ketua Menteri Sabah. Program ini telah diadakan di Astaka Tomborungus, Pekan
Kudat bermula dari jam 8.30 pagi dan berakhir jam 1.00 tengahari. Ia juga turut disertai oleh lima lagi jabatan
iaitu Pejabat Daerah Kudat, Lembaga Bandaran Kudat, Suruhanjaya Hak Asasi Manusia (SUHAKAM), Jabatan
Tanah dan Ukur Daerah Kudat serta Jabatan Bekalan Air Daerah Kudat.
Pada keseluruhannya, kaunter BPA Negeri Sabah telah dikunjungi seramai 46 pengunjung dan daripada jumlah
tersebut sebanyak dua aduan kes sebenar telah dicatatkan. Selebihnya adalah khidmat nasihat kepada
pengunjung yang ingin mengetahui proses dan cara untuk menyalurkan aduan, agensi yang perlu dirujuk untuk
sesuatu masalah yang dihadapi dan juga pertanyaan berhubung langkah-langkah yang perlu diambil pengadu
dalam menyelesaikan masalah. Daripada jumlah tersebut juga lebih 10 orang pengunjung telah dirujuk terus
kepada pihak BPA Negeri, JKM dan Jabatan Tanah dan Ukur yang melibatkan aduan dan masalah berkaitan
permohonan tanah.
MOBILE COMPLAINTS COUNTER (MCC) IN KUDAT, SABAH
KUDAT, SABAH 15 April 2009 - Public Complaints Bureau (PCB) of Sabah successfully had organized its 6th
Mobile Complaints Counter (MCC) in the year 2009. The programme was conducted in conjunction with the
Meet The Clients Day which was organized by Sabah State Public Complaints Bureau. The programme was held
at Astaka Tomborungus, Kudat at 8.30a.m and ended at 1p.m. Several government agencies such as District
Office of Kudat, Human Rights Commission (SUHAKAM) and Department of Kudat Water Supply also participated
in this programme.
During this event, PCB had rendered consultation to the client by explaining the process and procedure to lodge
a complaint, relevant agency that can be referred if facing any problem and action to be taken to resolve any
problems while dealing with the government agencies. A total of 2 justified cases were received by PCB‟s from
the total of 46 clients that visited the counter. On the same time, 10 clients had been referred directly to the
Sabah State Public Complaints Bureau, Social Welfare Department and Land and Survey Department for further
action.
DESEMBER 2010
KE JABATAN BEKALAN AIR BERA, PAHANG
Pengaduan Awam Negeri Pahang telah mengadakan satu lawatan siasatan ke pejabat Jabatan Bekalan Air Bera,
Pahang bagi perbincangan kes penduduk setempat yang mengalami gangguan air hampir 30 tahun. Satu perbincangan
dan lawatan ke logi pemprosesan air serta ke kawasan-kawasan terlibat telah diadakan. Antara punca utama yang
dikenalpasti menyumbang kepada masalah ketiadaan air di kawasan-kawasan tersebut adalah ketidakupayaan loji
utama membekalkan jumlah air yang diperlukan oleh penduduk tempatan. Namun pihak JBA Daerah telah
mengenalpasti alternatif-alternatif bagi mengatasi masalah ini.
VISIT TO DEPARTMENT OF WATER SUPPLY, BERA, PAHANG
The Public Complaints Bureau (PCB) of Pahang visited the Department of Water Supply, Bera, Pahang to investigate
complaints received from residents on the water supply problem that they had been experiencing for the past 30
years. A discussion and field visit to the water plant and affected areas were conducted to identify the factors
contributing to the problem. One of the factors identified was the inability of the plant to supply adequate water to
the residents. However, the department had identified alternatives to resolve the problem.</p>
DESEMBER 2010
KAB DI TELUK BAHANG
Kaunter Aduan Bergerak (KAB) telah diadakan di Pusat Rukun Tetangga Teluk Bahang pada 18 Mac 2009
mulai jam 9.00 pagi sehingga 3.00petang. Sebanyak 12 aduan telah diterima sepanjang program
tersebut. Sebahagiannya adalah berkenaan masalah gejala najis dadah, kelewatan pihak polis
mengambil tindakan terhadap aduan yang dibuat, masalah anjing liar, masalah kebersihan kedai
makan, masalah perparitan dan keboran air dari lori sampah di atas jalanraya sehingga menyebabkan
bau busuk. Pegawai bertugas pada waktu itu ialah En Hilmi bin Abdul Rahman dan En Baharrudin Bin
Bahasim daripada BPA Negeri Pulau Pinang/Kedah/Perlis.
VISIT TO DEPARTMENT OF WATER SUPPLY, BERA, PAHANG
A Mobile Complaints Counter (MCC) organised by the Public Complaints Bureau (PCB) of Penang, Kedah
and Perlis, was held at Pusat Rukun Tetangga, Teluk Bahang on 18th March 2009 from 9.00 a.m.to 3.00
p.m. The PCB officers on duty on that day were Encik. Hilmi bin Abdul Rahman and Encik Baharrudin
Bin Bahasim.
<p>A total of 12 complaints were received during the programme. Majority of the complaints received
were on drugs, delays of the Royal Malaysian Police (RMP), stray dogs, cleanliness of eatery outlets,
drainage and foul smell caused by the liquid leakage from the garbage-collecting lorries on the road.
DESEMBER 2010
KAUNTER ADUAN BERGERAK BERSEPADU (KABB) DI JELI, KELANTAN
Program Kaunter Aduan Bergerak Bersepadu (KABB) telah diadakan pada 19 Mac 2009 bertempat di Dataran Makan-
makan, Jeli, Kelantan. Program ini adalah anjuran BPA Negeri Terengganu/Kelantan dengan kerjasama Pejabat
Tanah dan Jajahan Jeli serta agensi-agensi kerajaan Daerah Jeli.
Program yang berlangsung dari jam 9.00 pagi sehingga jam 1.00 petang telah disertai sebanyak 13 kaunter yang
mewakili pelbagai jabatan/agensi kerajaan, di antaranya ialah Majlis Daerah Jeli, Pejabat Pertanian Jajahan Jeli,
Jabatan Kerja Raya Jeli, Tenaga Nasional Berhad Jeli, Jabatan Pengairan dan Saliran Jeli, Pejabat Kesihatan
Daerah Jeli dan Lembaga Kemajuan Kelantan Selatan (KESEDAR).
Program ini telah dirasmikan oleh Y.Bhg.Encik Md.Zin bin Musa, Timbalan Ketua Pengarah (Aduan), Biro Pengaduan
Awam, Jabatan Perdana Menteri. Program ini telah menarik seramai 120 orang pengunjung dan mengumpul
sebanyak 21 kes sebenar dan 4 kes Perkara Am secara keseluruhannya.</p>BPA Negeri Pulau Pinang/Kedah/Perlis.
INTEGRATED MOBILE COMPLAINT COUNTER (IMCC) IN JELI, KELANTAN
An Integrated Mobile Complaints Counter (IMCC) programme was held on 19th March 2009 at Dataran Makan-
Makan, Jeli, Kelantan. Officiated by the Deputy Director General (Complaints) of PCB, Y. Brs. En. Md Zin bin
Musa, the program was organised by the Public Complaints Bureau (PCB) of Kelantan/Terengganu with the
cooperation from the Jeli Land and District Office Jeli and other government agencies in Jeli.</p>
A total of 13 government agencies such as the Jeli District Council, Jeli District Agriculture Office, Jeli Public
Works Department, Tenaga Nasional Berhad (TNB), Jeli Drainage and Irrigation Department, Jeli Health
Department and South Kelantan Development Authority (KESEDAR) took part in the programme which was held
from 9.00 am to 1.00 pm. The programme attracted 120 visitors and a total of 21 cases and 4 general issues were
received by PCB for its further action.
Deputy Director General (Complaint), Y. Brs. En. Md Zin bin Musa had officiated the programme. At the end of
programme, a total 21 justified cases and 4 General Matters were received by PCB for its further action.
DESEMBER 2010KAUNTER ADUAN BERGERAK (KAB) BPA DI PAKA, DUNGUN
Biro Pengaduan Awam Negeri Terengganu/Kelantan telah mengadakan Program Kaunter Aduan Bergerak (KAB)
pada 25 Februari 2009 bertempat di Tapak Pasar Malam, Pusat Niaga Paka, Paka, Dungun. Program yang
bermula pada jam 2.30 - 6.30 petang itu telah berjaya mendapat 7 aduan yang kebanyakkannya aduan
mengenai Pihak Berkuasa Tempatan manakala 10 khidmat nasihat telah diberikan kepada orang ramai tentang
fungsi dan peranan BPA dan proses mengemukakan aduan dengan cara yang betul dan berkesan.
Program KAB ini juga telah dihadiri oleh Pengarah BPA Terengganu/Kelantan, Puan Wee Lip Ping dan Penghulu
Mukim Paka ,Tuan Haji Embong bin Mohd Zin yang turut tidak ketinggalan meluangkan sedikit masa untuk
beramah mesra dan membuat aduan. Beliau berharap dengan program seumpama ini, orang ramai akan
mengetahui dan menggunakan saluran yang betul untuk membuat aduan.
Biro Pengaduan Awam Negeri Terengganu/Kelantan telah mengadakan Program Kaunter Aduan Bergerak (KAB)
pada 25 Februari 2009 bertempat di Tapak Pasar Malam, Pusat Niaga Paka, Paka, Dungun. Program yang
bermula pada jam 2.30 - 6.30 petang itu telah berjaya mendapat 7 aduan yang kebanyakkannya aduan
mengenai Pihak Berkuasa Tempatan manakala 10 khidmat nasihat telah diberikan kepada orang ramai tentang
fungsi dan peranan BPA dan proses mengemukakan aduan dengan cara yang betul dan berkesan.
Program KAB ini juga telah dihadiri oleh Pengarah BPA Terengganu/Kelantan, Puan Wee Lip Ping dan Penghulu
Mukim Paka ,Tuan Haji Embong bin Mohd Zin yang turut tidak ketinggalan meluangkan sedikit masa untuk
beramah mesra dan membuat aduan. Beliau berharap dengan program seumpama ini, orang ramai akan
mengetahui dan menggunakan saluran yang betul untuk membuat aduan.
MOBILE COMPLAINTS COUNTER (MCC) AT PAKA, DUNGUN
TERENGGANU - On 25th February 2009, the Public Complaints Bureau (PCB) of Terengganu/Kelantan had
organised a Mobile Complaints Counter (MCC) at Tapak Pasar Malam, Pusat Niaga Paka, Paka, Dungun.
A total of 7 complaints were lodged by the public during the programme with most of them being complaints
against the Local Authority. The PCB had also taken this opportunity to share with the public of the roles and
responsibilities of PCB as well as the procedures to lodge complaints.
Notable attendees of the programme were Puan Wee Lip Peng, PCB Director of Terengganu/Kelantan and Tuan
Haji Embong bin Mohd Zin, the Paka Village Chief. During the event, the latter spent some time interacting
with public and lodging a complaint. Tuan Haji Embong bin Mohd Zin has also expressed his hope that through
this programme, the public would be educated and later use the proper channel to lodge complaints.
DESEMBER 2010
PROGRAM MESRA RAKYAT DI PERAK
PERAK - Program Mesra Rakyat anjuran Pejabat Pembangunan Negeri Perak telah diadakan di Padang Awam Bukit
Gantang, Taiping pada 31 Januari 2009 (Sabtu). Program ini telah dirasmikan oleh Y.B. Dato‟ Seri Dr. Ahmad Zahid
Hamidi iaitu Menteri di Jabatan Perdana Menteri merangkap Pengerusi Majlis Tindakan Persekutuan Negeri Perak.
Program ini diadakan adalah bertujuan untuk memberi peluang kepada rakyat tempatan mengenali peranan serta
fungsi Jabatan/Agensi Persekutuan selain dapat berinteraksi dengan lebih dekat lagi dengan Agensi Kerajaan.
Bagi menjayakan program ini, BPA Negeri Perak telah mengadakan kaunter aduan bagi membuka peluang kepada
orang awam membuat aduan. Sebanyak 5 aduan telah diterima oleh dan 12 khidmat nasihat telah diberikan. Jenis-
jenis aduan yang telah diterima dan dikemukakan pada BPA adalah seperti aduan kesihatan, perumahan dan aduan
di bawah Pihak Berkuasa Tempatan.</p>yang betul untuk membuat aduan.
MESRA RAKYAT PROGRAMME IN PERAK
PERAK ON 31ST JANUARY 2009 - the Perak State Development Office had organised a MESRA Rakyat programme
at Padang Awam, Bukit Gantang, Taiping. The event was officiated by Y.B. Dato' Seri Dr. Ahmad Zahidi Hamidi,
Minister in the Prime Minister's Department who is also Chairman of the Federal Action Council of Perak.
The objectives of the programme were to give an opportunity to the public to understand the roles and
responsibilities of federal agencies as well as to interact with them.
In conjunction with the programme, the Public Complaints Bureau (PCB) of Perak opened its Mobile Complaints
Counter (MCC) to enable the public to lodge their complaints. A total of 5 complaints were lodged and 12
consultations were given. Most of the complaints lodged were on health, housing and local authority issues.
DESEMBER 2010
PROGRAM BULANAN DI BPA NEGERI PERAK
PERAK - Pada 28 Januari 2009 (Rabu) dari jam 9.00 pagi hingga 5.00 petang telah berlangsung Program Bulanan
BPA bagi Negeri Perak bersama Senator Y.B. Tuan Murugiah a/l Thopasamy,Timbalan Menteri di Jabatan Perdana
Menteri telah di adakan di pejabat BPA Negeri Perak. Banyak agensi terlibat dalam sesi Program Bulanan ini
antaranya Majlis Bandaraya Ipoh, Majlis Daerah Kinta Selatan, Pejabat Tanah dan Galian Negeri Perak, Tenaga
Nasional Berhad, Jabatan Pengairan dan Saliran, Pejabat Daerah dan Tanah Hilir Perak, Pejabat Daerah dan Tanah
Kampar, Pejabat Daerah dan Tanah Larut, Matang dan Selama, Pejabat Daerah dan Tanah Teluk Intan, Pejabat
Daerah dan Tanah Gopeng & Kampar, Majlis Perbandaran Taiping, Jabatan Perhutanan Negeri Perak, Jabatan Alam
Sekitar serta Kementerian Perumahan dan Kerajaan Tempatan. Seramai 137 orang yang terbahagi kepada Agensi,
Pengadu dan Media telah menghadiri program bulanan ini.Antara isu-isu yang dibangkitkan dalam program bulanan
ini adalah seperti masalah Kebajikan, Kesihatan, Tanah, Alam Sekitar dan juga di bawah Pihak Berkuasa
Tempatan.
PUBLIC COMPLAINTS BUREAU'S (PCB) MONTHLY PROGRAMME IN PERAK
PERAK - PCB's monthly programme with Deputy Minister in Prime Minister's Department, Senator Y.B. Tuan
Murugiah a.l Thopasamy was held on 28th January 2009 at PCB's Perak office. A scores of agencies had
participated in this programme such as Ipoh City Council, South Kinta Municipal Council, Land and Mineral Office
of Perak, Tenaga Nasional and etc. 137 attendees from various agencies, media and complainant have attended
the programme. Among the issues raised were related to welfare, health, land, environment and also Local
Authorities.
