THE Public Complaints Bureau should be given more muscle to help the people get their grouses resolved.
Based on my experience dealing with the body, I find that they don't have vast power or authority to take the necessary action.

It is more like a 'coordination centre' for the government machinery where all complaints are channeled to the relevant agencies.

The Deputy Minister in the Prime Minister's Department, Datuk T. Murugiah, recently set a 14-day deadline for all departments and authorities to respond to public complaints or queries.

My point is what action can the bureau take and can they provide the required assistance or guidance to the public?

It seems pointless to complain to the Public Complaints Bureau which acts more like a filtering or channeling centre for people's problems.

In order for it to be successful in handling grievances, the bureau must be given the power and authority to instruct the government departments and authorities to take immediate action.

The bureau must have secondment of staff from other government departments and authorities. This way, we can have proper expertise at the bureau so that the necessary advice can be provided and the action required, properly gauged.

If the Public Complaints Bureau maintains the same status as a co-ordination centre, it will serve little purpose for the public to send complaints or queries.

Presently, it is more like a 'consumer bureau' rather than a professional body handling all public enquiries or dissatisfactions. It is better for members of the public to write directly to the department or authorities concerned instead of going through the bureau.

Maybe the authorities can tell us what its actual function, power or authority is. Could they also tell us its success rate for cases other than consumer issues?

If we can't have a proper body servicing the rakyat's needs, just close down the Public Complaints Bureau and save our taxpayers' money.

A Razak
Kuala Lumpur