Johor to fast-track public complaints with new two-way system
KULAI: Johor will introduce a two-way integrated public complaints system by year-end to speed up action on issues raised by residents, including road damage, potholes, drainage problems and other public infrastructure defects.
Johor is set to launch a two-way integrated public complaints system by the end of the year, aiming to expedite the resolution of issues raised by residents. The system will enable residents to directly communicate with the relevant local authority, Public Works Department (PWD), or concessionaire, who will then take immediate action.
Current trials are underway, with an integrated complaints centre to be unveiled by year-end. This new approach differs from the existing Public Complaints Management System (SISPAA), which primarily serves as a one-way channel for submitting complaints. For example, complaints regarding potholes would be directed to the appropriate local authority, PWD, or concessionaire, which would inspect the site, carry out repairs, and update the complainant on the progress.
Concessionaires, being on the ground, are encouraged to proactively identify and resolve problems, particularly when issues are highlighted on social media. The government agencies, local authorities, and concessionaires are expected to collaborate to address problems before they escalate, especially in cases involving public safety.
A recent example of this approach was the landslide site along Jalan Merak 9 in Bandar Putra, where repairs began a day after the issue was reported on social media and are now 40% complete. Excavation, reinforcement steel, formwork, and concrete works for the retaining structure are already underway, with formwork removal scheduled for tomorrow and final inspection and monitoring to be conducted upon completion.
The target completion date is September, contingent on site conditions and progress. Jafni emphasized that every public complaint should result in action, all actions must be monitored, and every completed job should deliver tangible results for the public.
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