KUALA LUMPUR: More than 60,000 public complaints were received through the Public Complaints Management System (Sispaa) between June 2018 and June this year, says Datuk Seri Dr Zaliha Mustafa (pic).
The Minister in the Prime Minister’s Department said a total of 6,978 complaints were received through the system alone for the period between Jan 1 and June 30 this year.
She said the number of complaints recorded in previous years was 3,862 in 2018; 5,097 (2019); 5,180 (2020); 6,597 (2021); 10,739 (2022); 10,020 (2023) and 12,958 (2024), with the highest number of complaints related to enforcement, facilities or infrastructure, customer expectations and service delivery.
“Through the Sispaa system, responses to complaints can be recorded and monitored more effectively and transparently by the Public Complaints Bureau (BPA) as well as the relevant ministries.
“The effectiveness of this system ensures that complaints are properly channelled to the responsible agencies, which is also one of the reasons behind the steady increase in the number of complaints over the years,” she said in reply to a question from Wong Shu Qi (PH-Kluang) during Question Time
Wong wanted to know the number of complaints forwarded to Sispaa from 2018 to June 30, 2025.
Zaliha said the Prime Minister’s Department, the Works Ministry (KKR) and the Home Ministry (KDN) were among the agencies that recorded the highest number of complaints received through Sispaa during the period.
This is because these ministries oversee various key agencies that serve as the main point of contact for the public in service delivery, such as Kuala Lumpur City Hall, the Public Works Department, and the Immigration Department.
“These ministries are responsible for multiple frontline agencies that directly interact with the public,” said the minister.
She said Sispaa was equipped with an assessment mechanism based on the complaint resolution time frame as stipulated in General Circular No. 2/2022, which is 15 days for non-complex complaints and up to 365 days for complex complaints.
Zaliha added that if Sispaa finds that the complaint has not been resolved, Sispaa will meet with the agencies and ministries involved to try to assist in resolving the complaint, she added.
