DESEMBER 2010

6 PERBENTANGAN DI PERJUMPAAN KP BPA BERSAMA KETUA KOMUNIKASI KORPORAT / PEGAWAI PERHUBUNGAN AWAM KEMENTERIAN / JABATAN/ AGENSI BIL. 3/2011 PUTRAJAYA - Sebanyak 6 perbentangan laporan BPA dan isu-su pengurusan aduan di Majlis Perjumpaan Ketua Pengarah Biro Pengaduan Awam (BPA), dengan Ketua Komunikasi Korporat (KKK) / Pegawai Perhubungan Awam (PPA) Kementerian/ Jabatan/ Agensi yang diadakan pada 15 Disember 2011 bertempat di Dewan Serbaguna, Menara Usahawan, Persint 2, Putrajaya. Majlis telah bermula tepat pada jam 9.00 pagi dengan ucapan aluan Ketua Pengarah BPA, Dato' Dr. Tam Weng Wah diikuti dengan perbentangan laporan dan analisis prestasi pengurusan aduan Kementerian bagi tahun 2011 oleh Timbalan Ketua Pengarah (Aduan), Encik Azlan bin Man.

Pengarah Aduan, Encik Hee Hon Ming dan Pengarah Perancangan, Inovasi dan Penyelarasan, Tengku Adnin bin Tengku Adnan turut membentangkan laporan Perlaksanaan sistem i-SPAAA di Kementerian dan Pelaksanaan Pemantauan Akhbar oleh Semua Kementerian / Jabatan / Agensi. Timbalan Setiausaha Bahagian Komunikasi Korporat, Kementerian Dalam Negeri, Puan Hajah Zuraidah Zainudin dan Wakil dari Dewan Bandaraya Kuala Lumpur, Dr. Ismail bin Stapa turut membentangkan isu-isu dan berkongsi pengalaman menangani aduan. Program diakhiri dengan sesi soal jawab yang dipengerusikan oleh Ketua Pengarah BPA, Dato' Dr. Tam weng Wah. Program perjumpaan ini telah dihadiri seramai 116 pegawai yang kebanyakannya terdiri daripada KKK dan PPA Kementerian/Jabatan/Agensi.

6 PRESENTATIONS AT THE MEETING BETWEEN THE DIRECTOR GENERAL OF THE PUBLIC COMPLAINTS BUREAU AND CORPORATE COMMUNICATION HEADS AND PUBLIC RELATION OFFICERS NO.3/2011 PUTRAJAYA - 6 reports and complaints management issues were presented during the meeting between the Director General of the Public Complaints Bureau, Dato' Dr. Tam Weng Wah and Corporate Communications Heads/Public Relations Officers of Ministries and Government Departments/ Agencies that was held on 15 December 2011 at the Multipurpose Hall, Menara Usahawan, Presint 2, Putrajaya. The programme started exactly at 9.00am, with opening speech by PCB's Director General, Dato' Dr. Tam Weng Wah followed by the presentation of report and analysis of Ministries' complaints management performance in 2011 by Mr. Azlan bin Man, Deputy Director General (Complaints).

Complaints Director, Mr. Hee Hon Ming and Director of Planning, Innovation and Coordination, Tengku Adnin bin Tengku Adnan presented reports on i-SPAAA system implementation at Ministries and Complaints/Media Monitoring by Ministries / Departments / Agencies, respectively. Corporate Communications Deputy Secretary of the Ministry of Home Affairs, Puan Hajah Zuraidah binti Zainudin and representatives from Kuala Lumpur City Hall, Dr. Ismail bin Stapa also presented the issues and shared valuable experience of dealing with complaints. The program was concluded with a question and answer session chaired by the Director General of the PCB, Dato' Dr. Tam Weng Wah. The total attendance during the meeting was 116.

DESEMBER 2010

PROGRAM KAUNTER ADUAN BERGERAK (KAB) DI DATARAN MAKAN-MAKAN, MAJLIS DAERAH JELI, KELANTAN

Program Kaunter Aduan Bergerak (KAB) telah diadakan pada 8 Disember 2011 bertempat di Dataran Makan-Makan, Majlis Daerah Jeli, Kelantan dari pukul 8.30 pagi hingga 12.30 tengah hari. Seramai 205 orang pengunjung yang hadir memeriahkan Program KAB tersebut. Sebanyak 7 aduan telah diterima dan dihantar kepada agensi yang berkaitan. Selain itu, 12 khidmat nasihat telah diberikan kepada pengunjung melalui Program KAB ini.

MOBILE COMPLAINTS COUNTER (MCC) PROGRAMME AT FOOD SQUARE, JELI DISTRICT COUNCIL, KELANTAN The Public Complaints Bureau (PCB) held a Mobile Complaints Counter (MCC) Programme on 8 December 2011 at Food Square, Jeli District Council, Kelantan from 8.30 am to 12.30 noon. A total of 205 people attended and enliven the MCC Programme. 7 complaints were received and were sent to the relevant agencies without delay. Besides, 12 advisory services were provided to the visitors in this MCC Program.

DESEMBER 2010

BPA MELAKA/N.SEMBILAN ANJURKAN KABB

REMBAU - Biro Pengaduan Awam Negeri Melaka/

N.Sembilan dengan kerjasama Pejabat Daerah Rembau

telah menganjurkan program Kaunter Aduan Bergerak

Bersepadu (KABB) bertempat di Dewan Seri Rembau,

Rembau, Negeri Sembilan pada 30 November 2011.

Program yang turut disertai 30 agensi/jabatan kerajaan

serta swasta telah dirasmikan oleh Pegawai Daerah

Rembau, Tuan Haji Mohamad Rawi bin Baharom.

Sebanyak 121 aduan diterima dari 194 pengunjung

sepanjang program yang bermula pada jam 8.00 pagi

hingga 2.00 petang.

Dalam menarik belia-belia hadir ke program KABB yang

diadakan, Institut Kemahiran Belia Negara (IKBN) dan

Institut Latihan Perindustrian (ILP) telah mengadakan

pameran serta mempromosikan peluang bagi

melanjutkan pelajaran dan peluang pekerjaan.

MALACCA / N.SEMBILAN PCB’S OFFICE ORGANISED IMCC

REMBAU - The Malacca/Negeri Sembilan office of Public

Complaints Bureau, Prime Minister's Department (PCB)

together with the Rembau District Office had jointly

organised the Integrated Mobile Complaints Counter

(IMCC) on 30 November 2011 at Dewan Seri Rembau,

N.Sembilan.

The District Officer of Rembau, Tuan Haji Mohamad Rawi

bin Baharom launched the program involving 30

government and private agencies/ departments.

A total of 121 complaints received from 194 visitors

throughout the program which started at 8.00 am and

ended at 2.00 pm.

In order to attract the youth to attend the program, The

National Youth Skills Institute (IKBN) and Industrial

Training Institute (ILP), also participated in the program

to promote further education and employment

opportunities.

DESEMBER 2010

LAWATAN KERJA H.E. ENCIK WANG YAODONG, TIMBALAN

MENTERI, STATE BUREAU FOR LETTERS AND CALLS,

REPUBLIK RAKYAT CHINA KE BIRO PENGADUAN AWAM,

JABATAN PERDANA MENTERI MALAYSIA

Biro Pengaduan Awam, Jabatan Perdana Menteri Malaysia

telah menerima lawatan kerja H.E Encik Wang Yaodong,

Timbalan Menteri State Bureau for Letters and Calls,

Republik Rakyat China pada 30 November 2011 (Rabu).

YBhg. Dato' Dr. Tam Weng Wah, Ketua Pengarah Biro

Pengaduan Awam Malaysia telah menyampaikan ucapan

aluan kepada delegasi tersebut yang dianggotai seramai 9

orang. Selain itu, BPA juga telah memberikan taklimat

mengenai latar belakang organisasi, kaedah pengurusan

aduan serta prosedur-prosedur yang diguna pakai oleh BPA

di samping tayangan video korporat BPA. BPA telah

menerima pujian daripada H.E. Encik Wang di atas kaedah

pengurusan aduan yang amat teratur. Beliau juga

merakamkan ucapan tahniah kepada BPA di atas

pencapaian kadar penyelesaian aduan yang

memberangsangkan.

Menurut H.E. Encik Wang, Bureau of Letters and Calls di

China menguruskan hampir 400,000 aduan setiap tahun

dan bilangan kakitangan biro tersebut adalah seramai

90,000 orang. Beliau menyampaikan ucapan

penghargaan kepada BPA kerana sudi menerima

kunjungan delegasi China dan turut menjemput BPA untuk

mengadakan lawatan ke biro tersebut. Ia adalah untuk

membolehkan BPA memahami dengan lebih jelas tentang

kaedah pengurusan aduan yang diamalkan di China.

Pada petang yang sama, H.E. Encik Wang dan delegasi

telah dibawa melawat Kaunter Aduan Bergerak (KAB) yang

dianjurkan oleh Pejabat BPA Negeri Selangor di Jusco

Bandar Mahkota, Cheras. KAB tersebut turut disertai oleh

Jabatan Pendaftaran Negara Cawangan Selangor,

Bahagian Kawalan dan Penerbitan Al-Quran Selangor serta

Bahagian Kawalan dan Penapisan Filem Selangor di bawah

Kementerian Dalam Negeri.

Delegasi tersebut telah diiringi oleh Encik Azlan bin Man,

Timbalan Ketua Pengarah (Aduan) dan YM Tengku Adnin

bin Tengku Adnan, Pengarah Bahagian Perancangan,

Inovasi dan Penyelarasan. Pengarah BPA Negeri Selangor,

En Abdul Razak bin Abdul Latif telah memberikan taklimat

tentang objektif dan operasi KAB.

WORKING VISIT BY H.E. MR. WANG YAODONG, DEPUTY

MINISTER, STATE BUREAU FOR LETTERS AND CALLS,

PEOPLE'S REPUBLIC OF CHINA TO PUBLIC COMPLAINTS

BUREAU, PRIME MINISTER'S DEPARTMENT, MALAYSIA

The Public Complaints Bureau (PCB), Prime Minister's

Department received a working visit from H.E Mr. Wang

Yaodong, the Deputy Minister of the State Bureau for

Letters and Calls, People's Republic of China on 30

November 2011 (Wednesday).

A group of 8 delegates from the Bureau accompanied

H.E. Mr Wang during the working visit. The Director-

General of PCB, YBhg. Dato' Dr. Tam Weng Wah delivered

his welcoming speech to the delegates and a slide show

presentation regarding PCB's background, complaints

management mechanism and current procedures as well

as the corporate video were also shown. PCB received

positive remarks from H.E Mr Wang on its complaints

management mechanism and was congratulated for

achieving an excellent complaints resolution rate.

H.E Mr Wang explained that the Bureau for Letters and

Calls, China handled almost 400,000 complaints annually

and had the strength of around 90,000 personnel. He also

conveyed his heartfelt gratitude to PCB for accepting the

visit and invited PCB to come and visit the Bureau of

Letters and Calls to acquire relevant information about

the complaints management procedures implemented in

China.

In the afternoon, the Chinese delegation visited the

Mobile Complaints Counter (MCC) organised by PCB

Selangor at Jusco Shopping Centre, Bandar Mahkota,

Cheras. The programme was also participated by the

National Registration Department (Selangor), Publications

and Qur'anic Texts Control Division and Film Censorship

Control and Enforcement Division under the Ministry of

Home Affairs. The delegates were accompanied by Mr

Azlan bin Man, Deputy Director-General (Complaints) and

YM Tengku Adnin bin Tengku Adnan, Director of Planning,

Innovation and Coordination Division. The Director of PCB

Selangor, Mr Abdul Razak bin Abdul Latif gave a detailed

briefing to the Chinese delegates about the objective of

the MCC and how it operated.

DESEMBER 2010

16 KAUNTER ADUAN DI KABB BATU PAHAT

BATU PAHAT - Sebanyak 16 kaunter aduan dari pelbagai

agensi dan jabatan kerajaan telah dibuka bagi menerima

aduan orang ramai yang bersangkutan dengan

perkhidmatan kerajaan bertempat di ruang legar Summit

Parade Batu Pahat, Johor pada 26 November 2011.

Program Kaunter Aduan Bergerak Bersepadu anjuran

pejabat BPA Negeri Johor, Jabatan Perdana Menteri

dengan kerjasama Pejabat Daerah Batu Pahat

merupakan program yang ke tiga diadakan pada tahun

2011.

Selain kaunter aduan BPA yang dibuka, Pejabat Daerah

Batu Pahat, Pejabat Tanah, Majlis Perbandaran Batu

Pahat, Jabatan Kerjaraya, Jabatan Kebajikan

Masyarakat, SAJ Holding, Telekom Malaysia dan Tenaga

Nasional turut membuka kaunter aduan.

Dari jumlah kehadiran sebanyak 240 orang, sebanyak

17 aduan diterima sepanjang 6 jam program yang

bermula pada jam 11.00 pagi.

16 COMPLAINTS COUNTER AT BATU PAHAT

BATU PAHAT - A total of 16 complaints counters from

various government agencies/departments participated

in the Integrated Mobile Complaints Counter (IMCC)

Program at Batu Pahat Subang Parade Foyer on 26

November 2011.

The IMCC was organised by the Johor office of Public

Complaints Bureau, Prime Minister's Department in

collaboration with Batu Pahat District Office. This was

the third program held in Johor in 2011.

Beside the PCB's counter, Batu Pahat district Office, Land

Office, Batu Pahat Municipal Council, Department of

Works, Social Welfare Department, SAJ Holdings, Telekom

Malaysia and Tenaga Nasional also took part in the

program.

Out of 240 people who attended the program that started

at 11.00 am, 17 complaints were lodged in the span of 6

hours.

DESEMBER 2010

KAUNTER ADUAN BERGERAK (KAB) DAERAH BENTONG

Biro Pengaduan Awam (BPA) Negeri Pahang telah

mengadakan Program Kaunter Aduan Bergerak (KAB) di

Daerah Bentong iaitu KAB Bukit Tinggi bertempat di Bukit

Tinggi, Bentong pada 22 November 2011dan KAB Bandar

Bentong bertempat di Perkarangan Hentian Raya Bandar

Bentong pada 23 November 2011.

Program KAB Bukit Tinggi mula dibuka pada jam 5 petang

sehingga 7.30 malam berhampiran dengan Pasar Malam

Bukit Tinggi yang menjadi tumpuan penduduk sekitar

Bukit Tinggi dan Janda Baik untuk membeli barang

keperluan harian. Walaupun keadaan cuaca yang tidak

mengizinkan akibat hujan lebat, KAB tersebut tetap

dikunjungi oleh orang ramai untuk membuat aduan

serta mendapatkan maklumat lebih lanjut berhubung

program yang diadakan. Seramai 50 orang pengunjung

telah berkunjung ke KAB tersebut.

Pada 23 November 2011, Program Kaunter Aduan

Bergerak (KAB) Bandar Bentong telah berlangsung

dengan jayanya bertempat di Perkarangan Hentian

Raya Bandar Bentong. Program yang bermula pada

pukul 9.00 pagi dan berakhir pada pukul 12.00 tengah

hari telah menarik minat lebih 100 orang pengunjung.

Sebanyak 24 aduan telah berjaya dicatatkan semasa

Program Kaunter Aduan Bergerak (KAB) di Daerah

Bentong ini.

MOBILE COMPLAINTS COUNTER (MCC) DISTRICT

BENTONG

The Public Complaints Bureau (PCB) Pahang State Office

successfully organised a Mobile Complaints Counter

(MCC) Programme in Bukit Tinggi on 22 November 2011

and another MCC Programme in Perkarangan Hentian

Raya Bandar Bentong on 23 November 2011.

The first programme on 22 November (MCC Bukit Tinggi)

kicked off at 5.00 pm until 7.30 pm nearby a night

market location frequented by the residents of Bukit

Tinggi and Janda Baik. Despite the heavy downpour, the

MCC received around 50 visitors who lodged complaints as

well as received information regarding PCB.

MCC Bentong started at 9.00 am on 23 November 2011 and

ended at 12.00 pm. The counter attracted almost 100

visitors and 24 complaints were lodged during the

programme.

DESEMBER 2010

KAUNTER ADUAN BERGERAK DI SMK NUSAJAYAADUN

BUKIT CHANDAN RASMI KABB KUALA KANGSAR

KUALA KANGSAR - Ahli Dewan Undangan Negeri Bukit

Chandan, Dato' Ar. Haji Wan Mohd Khair-il Anuar bin Wan

Ahmad telah merasmikan Program Kaunter Aduan

Bergerak Bersepadu (KABB) anjuran Biro Pengaduan

Awam (BPA), Jabatan Perdana Menteri, Pejabat Negeri

Perak dengan kerjasama Pejabat Daerah dan Tanah (PTD)

Kuala Kangsar di Dataran Arena, Kuala Kangsar pada 17

November 2011.

Program tersebut telah dikunjungi seramai 500 orang

awam yang terdiri dari para peniaga dan masyarakat

setempat selain 200 pelajar yang dijemput khas bagi

mendapatkan pengalaman dan maklumat berkenaan

program yang dijalankan.

Sepanjang program yang berlangsung dari jam 8.00 pagi

hingga 2.00 petang, sebanyak 29 agensi kerajaan dan

swasta mengambil bahagian dalam membuka kaunter

aduan yang telah menerima 70 kes aduan manakala 15

aduan diberi khidmat nasihat.

Pelbagai aktiviti dijalankan antaranya 'talk show' dari

Jabatan Pendaftaran Negeri Perak, Pejabat

Perdagangan, Koperasi dan Kepenggunaan Negeri

Perak, dan Pejabat Kesihatan Negeri; pameran dan

derma darah.

Dalam program tersebut juga, BPA telah

menyampaikan plak Anugerah Kaunter dan Pameran

terbaik kepada Majlis Perbandaran Kuala Kangsar

(MPKK), Hospital Kuala Kangsar dan Ibu Pejabat Polis

Kuala Kangsar.

BUKIT CHANDAN STATE ASSEMBLYMEN OFFICIATE

IMCC, KUALA KANGSAR

KUALA KANGSAR - Bukit Chandan State Assemblyman,

Dato' Ar. Haji Wan Mohd Khair-il Anuar bin Wan Ahmad

officiated the Integrated Mobile Complaints Counter

(IMCC) organised by the Perak Office of the Public

Complaints Bureau (PCB), Prime Minister's Department in

collaboration with Kuala Kangsar Land and District Office

held at Arena Square on 17 November 2011.

<p align=justify>A total of 500 people comprising traders

and local community beside specially invited 200 school

students to gain experience and information on the

programme.

Throughout the programme, which lasted from 8.00 am

to 2.00 pm, a total of 29 government and private

agencies participated in the open complaints counters

which received 70 cases of complaints and 15 cases for

consultation.

There were various activities carried out such as 'talk

show' from the State Registration Department, Office of

Trade, Cooperatives and Consumer Affairs and the State

Health office; exhibition and blood donation.

<p align=justify>During the programmed, PCB had given

out award plagues for the best Exhibition complaints and

exhibition counter to Kuala Kangsar Town Council (MPKK),

Kuala Kangsar Hospital and Kuala Kangsar Police

Headquarters.</p><br>

DESEMBER 2010

KAUNTER ADUAN BERGERAK DI SMK NUSAJAYA

NUSAJAYA, JOHOR BAHRU - Satu Program Kaunter

Aduan Bergerak (KAB) telah diadakan pada 10 November

2011 (Khamis) di SMK Nusajaya, Gelang Patah, Johor

Bahru oleh BPA Johor. Program ini diadakan bersempena

Hari Ko-Kurikulum sekolah berkenaan dan pihak sekolah

telah menjemput BPA Johor untuk membuka kaunter di

program berkenaan.

Dalam program tersebut BPA Johor telah menyediakan

sudut pameran informasi untuk makluman dan hebahan

kepada guru-guru dan juga pelajar-pelajar sekolah

terbabit tentang peranan dan fungsi BPA. Sepanjang

program tersebut sebanyak 22 orang telah hadir ke

kaunter BPA. Sebanyak 2 aduan telah diterima dan

yang selebihnya telah diberikan khidmat nasihat.

MOBILE COMPLAINTS COUNTER AT SMK NUSAJAYA

NUSAJAYA, JOHOR BAHRU - A Mobile Complaints

Counter (MCC) Programme was held on 10 November

2011 (Thursday) at SMK Nusajaya, Gelang Patah, Johor

Bahru by the Public Complaints Bureau (PCB) Johor

Branch. This programme is held in conjunction with Co-

Curriculum Day where the school has invited PCB Johor

to open the counter for the programme.

For the programme, the PCB Johor has prepared an

information exhibition corner for disseminating

information to teachers and students about the role and

functions of the PCB. During the programme, 22

complaints were present at the PCB's counter. A total of 2

complaints were received and the remainder were given

advise.

DESEMBER 2010

40 JABATAN/AGENSI MEMBUKA KAUNTER DI KABB

SABAK BERNAM

SABAK BERNAM - Program Kaunter Aduan Bergerak

Bersepadu (KABB) Sabak Bernam anjuran BPA Negeri

Selangor telah diadakan pada 9 November 2011 (Selasa)

di Dewan Sungai Besar, Sabak Bernam. Program ini telah

mendapat komitmen tinggi dan kerjasama daripada

Pejabat Daerah/Tanah Sabak Bernam.

Program KABB ini juga telah mendapat sambutan hebat

daripada jabatan/agensi. Terdapat 40 buah

jabatan/agensi membuka kaunter di sepanjang program

berlangsung seperti Ibu Pejabat Polis Daerah Sabak

Bernam, Balai Bomba Daerah Sabak Bernam, Jabatan

Alam Sekitar dan Jabatan Pertahanan Awam Malaysia.

Seramai 300 orang awam di kawasan Sabak Bernam telah

hadir ke Program KABB kali ini.

Bagi memeriahkan suasana Program KABB di Sabak

Bernam, Jabatan Pelajaran Daerah Sabak Bernam telah

membuat demonstrasi ‘water rocket’ kepada orang

ramai. ‘Water rocket’ ialah salah satu hasil ciptaan di

bawah projek inovasi, Jabatan Pelajaran Daerah Sabak

Bernam. Sepanjang program berlangsung, BPA Negeri

Selangor telah merekodkan 36 aduan daripada orang

ramai setempat.

Program ini telah dirasmikan oleh Tuan Mohd Haidhir

bin Othman, selaku Ketua Penolong Pegawai Daerah

Unit Tanah, Sabak Bernam. Turut bersama, YM Tengku

Adnin bin Tengku Adnan, Pengarah Bahagian

Perancangan, Inovasi dan Penyelarasan, Biro

Pengaduan Awam; YDH. Dato’ Haji Baharin bin Haji Mat

Akhir, Orang Besar Daerah Sabak Bernam dan Encik

Abdul Razak bin Abdul Latif, Pengarah BPA Negeri

Selangor.

40 DEPARTMENTS/AGENCIES OPENED COUNTERS AT

IMCC SABAK BERNAM

SABAK BERNAM - Integrated Mobile Complaints Counter

(IMCC) Sabak Bernam organised by PCB Selangor was held

on 9 November 2011 (Tuesday) at Dewan Sungai Besar,

Sabak Bernam. This program has received high

commitment and cooperation from the Sabak Bernam

District/Land Office.

Intergrated Mobile Complaints Counter (IMCC)

Programme also recorded overwhelming response from

the departments/agencies. There were 40

departments/agencies participated by opening their

counters throughout the program such as Police District

Sabak Bernam, Fire Station District Sabak Bernam,

Department of Environment and the Malaysia Civil

Defence Department. A total of 300 civilians in the area

were present at the Sabak Bernam IMCC Programme

To enliven the IMCC Programme in Sabak Bernam, the

Education Department of Sabak Bernam has made a 'Water

Rocket' demonstration to the public. The 'Water Rocket' is

one of the inventions from innovation project under the

Education Department of Sabak Bernam. During the

program, PCB Selangor has recorded 36 complaints from

the local public.

The programme was officiated by Tuan Mohd Haidhir bin

Othman, Chief Assistant District Officer, Land Unit, Sabak

Bernam. Also present, YM Tengku Adnin bin Tengku

Adnan, Director of Planning, Innovation and Coordination,

Public Complaints Bureau; YDH. Dato’ Haji Baharin Haji

Mat Akhir, Orang Besar Sabak Bernam and Mr. Abdul Razak

bin Abdul Latif, Director of the PCB Selangor Office.

DESEMBER 2010

613 ORANG HADIR KE PROGRAM KABB PERLIS

PERLIS - Program Kaunter Aduan Bergerak Bersepadu

(KABB) bagi BPA Negeri Pulau Pinang/ Kedah/Perlis telah

berjaya diadakan pada 10 November 2011 (Khamis)

dengan kerjasama Pejabat Setiausaha Kerajaan Negeri

Perlis (SUK Perlis). Program ini telah dirasmikan oleh

Dato’ SUK Perlis iaitu YB. Dato’ Azizan Bin Hamid.

Manakala, ucapan alu-aluan telah disampaikan oleh Dato’

Ketua Pengarah BPA iaitu YBhg. Dato’ Dr. Tam Weng

Wah.

Sebanyak 35 agensi kerajaan yang terdiri daripada agensi

pusat dan negeri telah dijemput hadir untuk membuka

kaunter dan pameran sepanjang program berlangsung.

Kehadiran orang ramai dan masyarakat setempat amat

menggalakkan di mana sebanyak 613 orang kehadiran

berjaya direkodkan. Sebanyak 45 aduan telah diterima di

mana 10 aduan berbentuk pertanyaan dan khidmat

nasihat berjaya diselesaikan segera.

Hasil daripada penelitian dan pengamatan, terdapat

beberapa buah agensi yang mendapat aduan tertinggi

antaranya, Jabatan Pengairan dan Saliran (JPS),

Jabatan Kerja Raya (JKR), Majlis Perbandaran Kangar

(MPK) dan Jabatan Agama Islam Perlis (JAIPs). Antara

isu-isu yang diadu adalah lebih berkisar kepada aspek

kemudahan awam, penyelenggaraan, penguatkuasaan

dan permohonan bantuan.

Selain itu, majlis turut diisi dengan sesi taklimat

ringkas dari dua buah agensi yang dijemput bagi

meningkatkan pemahaman orang awam terhadap fungsi

agensi terbabit. Agensi-agensi tersebut ialah Bank

Negara Malaysia yang dibentangkan oleh En. Quah Teik

Huat dan Jabatan Kesihatan Negeri yang disampaikan

oleh Dr. Azmi Ahmad.

613 ATTENDED THE IMCC PROGRAMME

PERLIS - Integrated Mobile Complaints Counter (IMCC)

Programme organised by PCB Pulau Pinang/Kedah/Perlis

office was successfully held on 10 November 2011

(Thursday) in collaboration with the Perlis State

Secretary Office. The programme was officiated by Dato’

State Secretary of Perlis, YB Dato’ Azizan Bin Hamid.

Meanwhile, the welcoming remarks were presented by

Director General of PCB, YBhg. Dato’ Dr. Tam Weng Wah.

A total of 35 agencies from federal and state have been

invited to attend and open counters and exhibitions

throughout the program. The presence of the public was

encouraging with 613 people attended the programme. A

total of 45 complaints were received and which 10

complaints were enquiries from the public. In this

regard, advices have been given to the public and theirs

problem were resolved immediately.

<

Based on PCB’s analysis and observation, there are several

agencies with the highest complaints such as Department

of Irrigation and Drainage, Public Works Department,

Kangar City Council, and Perlis Islamic Affairs

Department. Among the issues raised were centered on

aspects of public utilities, maintenance, enforcement and

application for assistance.

In addition, IMCC Programme also filled with a briefing

session from two agencies to increase public

understanding on the functions of the agencies. The

agencies are the Central Bank of Malaysia presented by

Mr. Quah Teik Huat and State Health Department,

presented by Dr. Azmi Ahmad

DESEMBER 2010

BPA MELANCARKAN PROGRAM PELAKSANAAN AMALAN

5S

PUTRAJAYA - Program Pelaksanaan Amalan 5S telah

dilancarkan di peringkat Ibu Pejabat BPA bagi

mewujudkan persekitaran serta suasana kerja yang

kemas, bersih dan sistematik. 5S merangkumi daripada

amalan sisih, susun, sapu, seragam dan sentiasa amal.

Satu jawatankuasa 5S telah ditubuhkan pada 11 Oktober

2011 untuk memastikan program ini berjalan dengan

lancar dan menepati kehendak dan peraturannya. Ia

mempunyai 3 jawatankuasa kecil iaitu jawatankuasa

promosi, jawatankuasa audit dan jawatankuasa latihan.

Bagi merancakkan lagi program tersebut, satu

pertandingan mereka logo dan slogan 5S telah diadakan

pada 20 Oktober 2011. Ia terbuka kepada semua warga

BPA dan tarikh tutup pertandingan ialah pada 16

November 2011 (Rabu). Hari Amalan 5S juga telah

ditetapkan pada setiap hari Jumaat.

Pihak pengurusan BPA percaya bahawa Program

Pelaksanaan Amalan 5S dapat dimanfaatkan oleh

semua pegawai BPA dalam meningkatkan tahap

penyampaian perkhidmatan. Ia merupakan asas kepada

pemantapan pengurusan pejabat dan peningkatan

produktiviti pejabat.

PCB LAUNCHES 5S IMPLEMENTATION PROGRAMME

PUTRAJAYA - In a major attempt to create a neat,

clean, systematic and productive working environment,

the Public Complaints Bureau, (PCB) today launched its

5S Implementation Programme in the head office in

Putrajaya. 5S is a Japanese concept that emphasizes on

continuous practice of sort, sort, shine, standardize and

sustain.

A 5S Steering Committee was formed on 11 October 2011

to ensure that the programme is carried out effectively

and at the same time meets the standards and

regulations. There are three sub-committees assisting

the steering committee namely Promotion Committee,

Audit Committee and Training Committee.

To enhance the execution of the programme, a 5S logo

and slogan designing contest was held on 20 October 2011.

All the members of PCB are invites to contest and the

competition closing date is on 16 November 2011. To

ensure 5S practice becomes a culture among PCB

members, every Friday is declared as 5S Day.

The top management of PCB believes that the 5S

Implementation Programme is beneficial to all PCB

officials to improve their service delivery. It will serve as

a fundamental to strengthen the office management and

increase office productivity.

DESEMBER 2010 SAMBUTAN HEBAT PROGRAM KAUNTER ADUAN

BERGERAK BERSEPADU HULU LANGAT

Biro Pengaduan Awam Negeri Selangor telah

menganjurkan satu program Kaunter Aduan Bergerak

Bersepadu (KABB) di Dewan Orang Ramai Semenyih, Hulu

Langat pada 8 Oktober 2011. BPA Selangor telah

mendapat kerjasama dan komitmen daripada Pejabat

Daerah/Tanah Hulu Langat Selangor dalam menjayakan

Program KABB kali ini. Terdapat 20 agensi-agensi

kerajaan turut membuka kaunter semasa Program KABB

dijalankan seperti Jabatan Pendaftaran Negara, Agensi

Anti Dadah Kebangsaan, Jabatan Keselamatan Jalan Raya

dan Jabatan Kerja Raya.

Program KABB di Hulu Langat telah mendapat sambutan

hebat daripada penduduk setempat. Seramai 300 orang

telah menghadirkan diri ke Program tersebut. Sepanjang

program berlangsung, BPA telah berjaya menerima

sebanyak 34 aduan serta 20 khidmat nasihat.

Seminggu sebelum program diadakan, BPA Selangor

telah menganjurkan pertandingan mewarna khas untuk

kanak-kanak tadika. Pada hari program berlangsung,

majlis penyampaian hadiah untuk para pemenang

pertandingan telah disampaikan oleh Ketua Penolong

Pegawai Daerah (Pengurusan), Puan Luraashy binti

Hassim.

Turut hadir bersama Ketua Pengarah Biro Pengaduan

Awam, YBhg. Dato’ Dr. Tam Weng Wah,

Pengarah(Aduan) Biro Pengaduan Awam, Encik Aziz bin

Ismail yang turut memberikan ucapan alu-aluan,

Penolong Pengarah BPA Selangor Encik Sanjay a/l

Dharmalingam serta Ketua-ketua jabatan.

GREAT RESPONE FOR INTEGRATED MOBILE COMPLAINT

COUNTER (IMCC)

Public Complaint Bureau (PCB) Selangor has organised

the Integrated Mobile Complaint Counter (IMCC) at

Semenyih Public Hall, Hulu Langat on 8 October 2011.

PCB Selangor has received the cooperation and

commitment from Hulu Langat District and Land Office

to make IMCC a success this time. There were 20

government agencies that opened up their counter

during IMCC such as National Registration Department,

National Anti-Drugs Agency, Road Safety Department and

Public Works Department.

IMCC Hulu Langat has received overwhelming respone

from local residents. There were 300 people who

attended the programme. At the end of the programme,

PCB has successfully received a total of 34 complaints

and gave 20 advisory services.

A week before the programme was held, PCB Selangor has

organised a colouring contest especially for kindergarten

children. During programme, prizes for the winners of

the competition were presented by Chief Assistant District

Officer (Administration), Puan Luraashy binti Hassim.

Also present were the Director General of Public

Complaints Bureau, YBhg. Dato' Dr. Tam Weng Wah, Encik

Aziz bin Ismail, PCB's Director of Complaint who delivered

the welcoming speech and the Assistant Director PCB

Selangor, Encik Sanjay a/l Dharmalingam and other Heads

of Departments.

DESEMBER 2010 LAWATAN SENATOR DATO' G. PALANIVEL KE IBU

PEJABAT BPA

PUTRAJAYA - Menteri di Jabatan Perdana Menteri, YB

Senator Dato' G. Palanivel telah mengadakan lawatan

kerja ke Ibu Pejabat Biro Pengaduan Awam pada 25 Ogos

2011.

Ketibaan YB. Dato' G. Palanivel telah disambut oleh

Ketua Pengarah BPA, Dato' Dr. Tam Weng Wah, Timbalan

Ketua Pengarah (Aduan), Encik Azlan bin Man dan

Timbalan Ketua Pengarah (Pengurusan), Puan Hajah

Rogayah A. Bakar. Lawatan pertama ini adalah untuk

mendapatkan gambaran jelas peranan, fungsi dan

tanggungjawab BPA kepada masyarakat memandangkan

portfolio BPA adalah di bawah YB. Dato' G. Palanivel.

Taklimat BPA telah disampaikan oleh Ketua Pengarah

BPA, Dato' Dr. Tam Weng Wah yang turut dihadiri

Pengarah Aduan, Encik Aziz Ismail, Pengarah

Perancangan, Inovasi dan Penyelarasan, YM. Tengku

Adnin bin Tengku Adnan serta Pengarah-pengarah

Negeri dan wakil.

Terdahulu, Dato' Dr. Tam memberi penerangan ringkas

kepada YB. Senator Dato' G. Palanivel di pejabatnya.

SENATOR DATO' G. PALANIVEL VISITS PCB'S

HEADQUARTERS

PUTRAJAYA - Minister in the Prime Minister's

Department, YB Senator Dato' G. Palanivel paid a

working visit to the Public Complaints Bureau's

Headquarters on 25 August 2011.

He was welcomed by the Director-General of Public

Complaints Bureau (PCB), Dato' Dr. Tam Weng Wah,

Deputy Director-General (Complaints), Encik Azlan bin

Man and Deputy Director-General (Management), Puan

Rogayah binti A. Bakar.

It was the minister's first ever visit to PCB, which is now

under his portfolio, with the aim of getting a clear

picture of PCB's role, functions and responsibilities to

the public.

A presentation to YB Senator Dato' G. Palanivel Dato' was

done by Dato' Dr. Tam Weng Wah and also present were

the Director of Complaints, Encik Aziz Ismail, Director of

Planning, Innovation and Coordination, YM Tengku Adnin

bin Tengku Adnan, State Directors and representatives.

Earlier, Dato' Dr. Tam had given a short briefing at his

office to the minister.

DESEMBER 2010

PERJUMPAAN KP BERSAMA KKK / PPA BIL. 2/2011

PUTRAJAYA - Majlis Perjumpaan Ketua Pengarah Biro

Pengaduan Awam (BPA), Dato' Dr. Tam Weng Wah dengan Ketua

Komunikasi Korporat (KKK) / Pegawai Perhubungan Awam (PPA)

Kementerian/ Jabatan/ Agensi diadakan pada 2 Ogos 2011

bertempat di Dewan Taklimat ICU, Kompleks A, Putrajaya.

Majlis telah bermula tepat pada jam 9.00 dengan didahului

dengan ucapan Ketua Pengarah BPA, Dato' Dr. Tam Weng Wah

yang turut membentangkan laporan Prestasi Pengurusan Aduan

Kementerian.

Pembentangan laporan seperti Pemantauan Sistem I-SPAAA dan

Penambahbaikan Sistem Pengurusan Aduan Awam dibentangkan

oleh Pengarah Aduan, Encik Aziz Ismail manakala Prestasi

Pengurusan Aduan, Maklum balas SKP, Sistem e-Akhbar,

penggunaan BERNAMA Online, Sistem Saringan Berita Online dan

Pemantauan Surat Khabar telah disampaikan oleh Pengarah

Bahagian Perancangan, Inovasi dan Penyelarasan, Tengku Adnin

bin Tengku Adnan.

Program yang diakhiri dengan sesi soal jawab telah mendapat

sambutan yang baik dari KKK dan PPA Kementerian/

Jabatan/Agensi dengan kehadiran seramai 124 orang yang

sebelum ini hanya 37 orang.

Turut hadir, Encik Azlan bin Man, Timbalan Ketua Pengarah

(Aduan) dan Puan Hajah Rogayah A. Bakar Timbalan Ketua

Pengarah (Pengurusan).

MEETING BETWEEN THE DIRECTOR GENERAL OF THE PUBLIC

COMPLAINTS BUREAU AND CORPORATE COMMUNICATION

HEADS AND PUBLIC RELATION OFFICERS: 2/2011

PUTRAJAYA - A meeting between the Director General of the

Public Complaints Bureau (PCB), Dato' Dr. Tam Weng Wah and

Corporate Communications Heads (CCH)/Public Relations

Officers (PRO) was held on the 2nd of August 2011 at the

Briefing Hall, ICU, Complex A, Putrajaya.

The programme has started exactly at 9.00 am preceded with

the speech by PCB's Director General, Dato' Dr. Tam Weng Wah

who also presented the Ministries' Complaints Management

Performance report.

Presentation on Integrated Public Agencies Complaints

Management System (i-SPAAA) and the Improvement of Public

Complaints Management was presented by the Director of

Complaints Management, Mr. Aziz Ismail. Meanwhile, the

Director of Planning, Innovation and Coordination, Tengku Adnin

Bin Tengku Adnan has presented the Complaints Management

Performance, Feedbacks (Letters to Editor), e-Akhbar System,

BERNAMA on-line usage, Online News Screening System and

Newspapver Monitoring.

The programme which was ended with question and answer

session was well received by the Corporate Communications

Heads/Public Relations Officers from various ministries,

department and agencies. A total of 124 members turn up

attending this programme compared to only 37 members in the

similar programme in April 2011.

Also presence, the Deputy Director General (Complaints), Encik

Azlan bin Man and Deputy Director General (Management), Puan

Hajah Rogayah A. Bakar.

DESEMBER 2010

KUNJUNGAN DELEGASI VIETNAM KE BPA

PUTRAJAYA - Biro Pengaduan Awam, Jabatan Perdana Menteri

telah menerima kunjungan Delegasi dari Kementerian Hal Ehwal

Dalam Negeri, Vietnam pada 4 Ogos 2011 (Khamis) bertempat di

Bilik Mesyuarat Utama BPA, Aras 6, Blok B1, Putrajaya. Kunjungan

yang seramai 11 orang tersebut diketuai oleh H.E. Dr. Van Tat

Thu, Timbalan Menteri Hal Ehwal Dalam Negeri Vietnam. Lawatan

tersebut antara lain bertujuan untuk mempelajari pengalaman

dan pendekatan BPA dalam menguruskan aduan awam.

Sesi lawatan tersebut dimulakan dengan ucapan aluan oleh Ketua

Pengarah BPA, YBhg. Dato' Dr. Tam Weng Wah dan disusuli ucapan

pengenalan oleh Timbalan Menteri, Kementerian Hal Ehwal Dalam

Negeri, Vietnam. Seterusnya Pengarah Perancangan, Inovasi dan

Penyelarasan, YM Tengku Adnin bin Tengku Adnan telah

menyampaikan taklimat mengenai organisasi, fungsi dan peranan

BPA serta cara kerja dalam pengurusan aduan awam.

Pelbagai isu dan persoalan telah dibincangkan terutamanya

mengenai proses pengurusan aduan, Key Performance Indicator,

pelaksanaan MASJA dan program-program proaktif. Pihak Delegasi

Vietnam amat tertarik dengan pandangan BPA bahawa aduan

adalah suatu anugerah, hadiah dan sumber untuk menjana

inovasi.

Delegasi berkenaan kemudiannya dibawa melawat ke Kaunter

Aduan Bergerak (KAB) yang dianjurkan oleh BPA Wilayah

Persekutuan Kuala Lumpur (WPKL) bertempat di Terminal

Bersepadu Selatan (TBS), Bandar Tasik Selatan, pada jam 2.00

petang. YBhg. Dato' Ketua Pengarah BPA bersama wakil BPA WPKL

turut berada bersama dengan delegasi tersebut bagi menjelaskan

dengan lebih lanjut mengenai bagaimana sesuatu aduan tersebut

diterima dan direkodkan ke dalam Sistem i-Aduan. Sesi Lawatan

ke program KAB tersebut berakhir pada jam 3.30 petang.

NEWS DELEGATIONS VISIT VIETNAM

PUTRAJAYA - The Public Complaints Bureau (PCB) of the Prime

Minister's Department received a visit from the delegates of the

Vietnamese Ministry of Home Affairs on 4 August 2011 (Thursday)

at the PCB Main Meeting Room, Level 6, Block B1 at Putrajaya. A

team of 11 delegates from Vietnam was led by H.E. Dr. Van Tat

Thu, Deputy Minister of Home Affairs of Vietnam. The purpose of

the visit was to study the experiences and approaches by PCB in

dealing with public complaints.

The visit began with welcoming speech by Director General of

PCB, YBhg. Dato' Dr. Tam Weng Wah followed by introductory

speech by Deputy Minister of Home Affairs of Vietnam. The

Director of Planning, Innovations and Co-ordination Divison of

PCB YM Tengku Adnin bin Adnan briefed the delegates about the

organizational functions and roles of PCB as well as the

management of public complaints.

Various issues and questions were discussed especially on

complaints management process, Key Performance Indicator,

MASJA and proactive programmes. Vietnamese delegation was

impressed by the PCB's view that considered complaints as

awards, gifts and sources for innovation.

The delegation were brought to the Mobile Complaints Counter

(MCC), organized by PCB KL office at Terminal Bersepadu Selatan

(TBS), Bandar Tasik Selatan at 2.00 pm. YBhg. Dato' Dr. Tam

Weng Wah and PCB KL officers were present to explain to the

delegation on how complaints were received and recorded in the

i-Aduan system. The visit to MCC programme concluded at 3.30

pm.

DESEMBER 2010 HO THEAN HOCK BERBAKTI UNTUK MASYARAKAT

IPOH - Encik Ho Thean Hock dari Negeri Perak yang

berkhidmat di sektor swasta telah menerima Anugerah

Pengadu Cemerlang bagi tahun 2010 atas kesungguhan

dalam berbakti kepada masyarakat melalui aduan-aduan

kepada BPA.

Dengan mengorbankan cuti rehat sehari dalam sebulan

bagi meninjau dan turun padang bersama Pengarah BPA

Negeri, beliau amat komited dengan membantu menambah

baik perkhidmatan awam.

Antara aduan yang pernah dikemukakan adalah masalah

kemudahan awam, kerosakan jalan raya, kerosakan lampu

jalan, sistem perparitan yang mengakibatkan banjir serta

longkang tersumbat.

Anugerah Tokoh Pengadu Cemerlang Keseluruhan pada

tahun 2010 telah disampaikan oleh Pengarah BPA Pejabat

Negeri Perak, Encik Wan Zulkiffeli bin Wan Hassan di

Pejabat BPA Negeri, Ipoh, Perak selaku tuan rumah Majlis

Penyampaian Anugerah Pengadu Cemerlang BPA, Jabatan

Perdana Menteri buat pertama kalinya pada 14 Jun 2011.

Dalam ucapannya, Encik Wan Zulkiffeli amat berterima

kasih Encik Ho di atas komitmen beliau yang tinggi dalam

membantu kerajaan meningkatkan mutu perkhidmatan

PROPOSE "PARK AND RIDE" IN MITC

IPOH - Mr. Ho Thean Hock from Perak who works in the

private sector was awarded with Excellent Complainant

Award 2010 for his persistence in the community outreach

through his complaints lodged to PCB.

He was deeply committed and willingly sacrificed his

leave once a month to go for inspection and site visit with

Perak PCB Director to improve the public services.

Among the complaints that have been lodged by Mr. Ho

were hitch of public facilities, road damage, streets light,

drainage system that caused flooding and clogged drains.

The Excellent Complainant Award 2010 was presented by

Director of PCB of Perak, Prime Minister Department,

Encik Wan Zulkiffeli bin Wan Hassan held at Perak PCB's

Office. Perak PCB also hosts the PCB's Excellent

Complainant Award ceremony, the Prime Minister’s

Department for the first time on 14 June 2011.

In Encik Wan Zulkiffeli's speech, he is very grateful for the

high commitment of Mr. Ho in supporting the government

to improve and upgrade the quality of public services.

DESEMBER 2010 CADANGAN "PARK AND RIDE" DI MITC

MELAKA - Melaka telah diisytiharkan sebagai Bandar

Bersejarah Melaka oleh UNESCO, justeru masalah

kesesakan lalu lintas di bandar menjadi semakin teruk

terutamanya pada hari cuti umum dan cuti sekolah

berikutan pertambahan bilangan pelancong dari luar

negara dan dalam negara. Untuk mengatasi masalah ini,

satu cadangan 'park and ride' di MITC telah dikemukakan

semasa Program Mesra Rakyat (MESRA) Melaka yang telah

berlangsung pada 28 Julai 2011 (Khamis) di Dewan Taming

Sari, Majlis Bandaraya Melaka Bersejarah. Jika 'park and

ride' wujudkan di MITC, pelancong dapat meletakkan

kenderaan mereka di MITC dan menaiki bas untuk

melancong ke sekitar Bandar Melaka serta ia dapat

mengurangkan aliran kenderaan di Bandar Melaka.

Program Mesra Rakyat Melaka telah mendapat sambutan

hebat, jumlah kehadiran orang awam seramai 641 orang

telah memeriahkan suasana semasa program ini

dilangsungkan. Program ini telah dirasmikan oleh YB Datuk

Hj. Md. Yunos bin Husin, Pengerusi Jawatankuasa Negeri,

Perumahan, Kerajaan Tempatan dan Alam Sekitar.

Masalah kehidupan rakyat seperti kesesakan lalu lintas,

tiada paip bomba, tiada lampu jalan telah dibangkitkan

dalam sesi dialog Program Mesra Rakyat Melaka. Sebanyak

61 aduan telah direkodkan sepanjang sesi dialog yang

disertai oleh 29 ahli panel yang terdiri daripada ketua-

ketua jabatan. Majlis sesi dialog ini telah dipengerusikan

oleh YB Datuk Wira Omar bin Kaseh, Setiausaha Kerajaan

Negeri Melaka.

Turut hadir dalam program ini ialah YBhg. Dato' Dr. Tam

Weng Wah, Ketua Pengarah Biro Pengaduan Awam yang

turut memberikan ucapan alu-aluan dalam program ini,

Pengarah BPA Melaka / Negeri Sembilan, Encik Mahpof bin

Mahmud dan Ketua-ketua Jabatan.

PROPOSE "PARK AND RIDE" IN MITC

MALACCA - Malacca has been declared as one of the World

Heritage Cities by UNESCO and this has resulted in the

increasing number of domestic and international tourists

to Malacca which in turn causes the traffic congestion in

the city to get worse especially on public and school

holidays. To solve the problem, 'park and ride' in MITC was

proposed in the MESRA programme, held on 28 July 2011

(Thursday) at Hall Taming Sari, Malacca Historical City

Council. With this 'park and ride' programme, tourists can

park their vehicles at MITC and take the bus to travel

around Malacca which could help reduce the flow of

vehicles in Malacca town.

There was a great public turnout of 641 people during the

Malacca MESRA programme which was officiated by YB

Datuk Hj. Md. Yunos bin Husin, Chairman of the State,

Housing, Local Government and Environment Committee.

Daily problems such as traffic congestion, lack of fire

hydrants and street lights were raised during the dialogue

session and a total of 61 complaints were recorded. The

dialogue session was chaired by YB Datuk Wira Omar bin

Kaseh, State Secretary of Malacca and participated by a

panel of 29 Heads of Departments.

Also present were the Director General of Public

Complaints Bureau, YBhg. Dato' Dr. Tam Weng Wah who

delivered the welcoming speech and the Director of PCB

Malacca, Encik Mahpof bin Mahmud and other Heads of

Departments.

DESEMBER 2010

KABB LIMBANG DIRASMIKAN OLEH RESIDEN LIMBANG

LIMBANG - Program Kaunter Aduan Bergerak Bersepadu

(KABB) anjuran Biro Pengaduan Awam, Jabatan Perdana

Menteri, Pejabat Negeri Sarawak dengan kerjasama

Pejabat Residen Limbang kurang mendapat sambutan

masyarakat tempatan walaupun promosi dan jemputan

telah dibuat.

Hanya seramai 120 pengunjung mengunjungi tapak Kaunter

Aduan yang terletak di Dataran Jubli Emas, Limbang,

Sarawak pada 29 Julai 2011 bagi mengemukakan aduan

selain mendapatkan maklumat berkenaan jabatan dan

khidmat nasihat.

Perasmian telah disempurnakan oleh Residen Bahagian

Limbang, Encik Maria bin Hasman yang turut dihadiri

Pengarah Aduan BPA, Encik Aziz Ismail yang turut berucap.

Sebanyak 15 agensi kerajaan Negeri dan Persekutuan telah

mengambil bahagian dalam membuka kaunter aduan

bermula pada jam 8.00 pagi hingga 1.00 tengahari yang

melibatkan sebanyak 16 aduan.

Turut hadir, Penolong Pengarah BPA Pejabat Negeri

Sarawak, Puan Bernadate ak Rioi, ketua-ketua jabatan

Persekutuan, Negeri dan Badan Berkanun

LIMBANG IMCC OFFICIATED BY RESIDENCE LIMBANG

LIMBANG - Integrated Mobile Complaints Counter (IMCC)

programme, jointly organised by the Sarawak office of

Public Complaints Bureau, Prime Minister's Department

(PCB) and Limbang Resident Office did not receive

adequate response from the local community even though

promotion and invitation were made.

During the programme held at the Dataran Jubli Emas,

Limbang, Sarawak on the 29 July 2011 only a total of 120

visitors took the opportunity to lodge complaints as well

as to obtain information, advice and consultation.

The official opening ceremony was officiated by the

Limbang Resident, Encik Maria bin Hasman, was also

attended by PCB Complaints Director Encik Aziz Ismail

who also make a speech.

A total of 15 complaints counters from federal and state

agencies were opened and a total of 16 complaints were

received from the public throughout the programme

which commenced at 8.00am and ended at1.00pm Also

present were Assistance Director of the Sarawak PCB's

Office, Puan Bernadate ak Rioi, Head of Department from

Federal, State and Statutory Bodies.

DESEMBER 2010

PERBINCANGAN KP BPA DENGAN KP JABATAN

PENERANGAN

Ketua Pengarah Biro Pengaduan Awam, Jabatan Perdana

Menteri, Dato' Dr. Tam Weng Wah telah mengadakan

pertemuan bersama Ketua Pengarah Jabatan Penerangan,

Tuan Haji Ibrahim bin Abdul Rahman bagi membincangkan

penambahbaikan pemantauan isu-isu aduan melalui sistem

e-akhbar pada 21 Jun 2011.

Pertemuan dimulakan dengan kunjungan hormat Dato' Dr.

Tam dengan Tuan Haji Ibrahim di pejabat Ketua Pengarah

Jabatan Penerangan di Wisma Sime Darby, Kuala Lumpur

dan kemudiannya perbincangan diteruskan di Bilik

Mesyuarat Utama.

Taklimat dan penerangan berkenaan penambahbaikan

proses pemantauan Berita dan Surat kepada Pengarang

disampaikan oleh Dato' Dr. Tam yang diselang-selikan

dengan bertukar-tukar pandangan dan pendapat dari

kedua-dua pihak.

Sesi perbincangan yang bermula pada jam 10.10 pagi

berakhir pada jam 12.00 tengahari turut dihadiri Timbalan

Ketua Pengarah (Aduan), En. Md. Zin bin Musa, Pengarah

Perancangan, Inovasi dan Penyelarasan, YM Tengku Adnan

bin Tengku Adnin, Ketua Penolong Pengarah, Encik Khairul

Nazli bin Abu Ishak, Penolong Pengarah, Puan Adila Jusoh

dan Pegawai Perhubungan Awam, Cik Leong Ching Yee.

PCB DIRECTOR GENERAL AND DIRECTOR GENERAL OF

INFORMATION HELD DISCUSSION

The Director General of Public Complaints Bureau, Prime

Minister's Department, Dato' Dr. Tam Weng Wah met with

the Director General of Information Department, Tuan

Haji Ibrahim bin Abdul Rahman to discuss improvements

pertaining to monitoring of complaint issues by the e-

akhbar system on 21 June 2011.

The meeting began with a courtesy call by Dato' Dr. Tam

on Tuan Haji Ibrahim in Wisma Sime Darby, Kuala Lumpur

and the thereafter discussions were continued in the

Main Meeting Room.

The briefing on improvements to the monitoring process

for News and Letters to the Editor was presented by Dato'

Dr. Tam with both parties alternately exchanging their

views and opinions.

The discussion began at 10.10 am and ended at 12.00

noon. Among those present were Deputy Director General

(Complaints), Mr. Md. Zin bin Musa, Director of Planning,

Innovation and Coordination, YM Tengku Adnin bin Tengku

Adnan, Principal Assistance Director, Mr. Khairul Nazli bin

Abu Ishak, Assistance Director, Mrs. Adila Jusoh and Public

Relation Officer, Ms. Leong Ching Yee.

DESEMBER 2010

PENYERAHAN DERMA KILAT MADRASAH AT-TAQWA HULU LANGAT

Penyerahan Derma Kilat berjumlah RM 705 sumbangan dari warga Biro Pengaduan Awam (BPA) kepada mangsa

tanah runtuh, Rumah Anak Yatim dan Anak Hidayah, Madrasah At-Taqwa Hulu Langat telah diadakan di Pejabat Am

Jabatan Perdana Menteri (PAJPM), Aras 4, Blok B8 pada 2 Jun 2011. Timbalan Ketua Pengarah (Pengurusan), Puan

Rogayah A. Bakar mewakili warga BPA telah menyerahkan derma ke dalam tabung Derma kilat yang di terima oleh

Setiausaha Bahagian (Pengurusan) PAJPM, Puan Halimah binti Hashim.

DONATION FOR HULU LANGAT MADRASAH AT-TAQWA

The Director General of Public Complaints Bureau, Prime Minister's Department, Dato' Dr. Tam Weng Wah met with

the Director General of Information Department, Tuan Haji Ibrahim bin Abdul Rahman to discuss improvements

pertaining to monitoring of complaint issues by the e-akhbar system on 21 June 2011.

The meeting began with a courtesy call by Dato' Dr. Tam on Tuan Haji Ibrahim in Wisma Sime Darby, Kuala Lumpur

and the thereafter discussions were continued in the Main Meeting Room.

DESEMBER 2010

ISU KEMUDAHAN AWAM DIBANGKITKAN PADA MESRA SIBU

SIBU Isu kemudahan awam seperti sistem perparitan, jalan raya dan bekalan air telah dibangkitkan sepanjang

program MESRA Rakyat anjuran bersama Biro Pengaduan Awam, Jabatan Perdana Menteri, Pejabat Negeri Sarawak

dan Pejabat Setiausaha Kerajaan Negeri Sarawak yang telah diadakan di Dewan Suarah Sibu pada 14 Mei 2011.

Selain isu kemudahan awam, isu perkhidmatan yang tidak memuaskan serta kegagalan penguatkuasaan juga diajukan

sepanjang sesi dialog yang berlangsung selama 2 jam yang bermula pada 11.00 pagi. Program ini membuka peluang

dan ruang kepada masyarakat Sibu mengemukakan isu dan permasalahan yang dihadapi.

Daripada jumlah kehadiran seramai 300 pengunjung dan jemputan, sebanyak 44 aduan dan 5 bukan aduan telah

direkodkan sepanjang sesi dialog yang disertai 34 ahli panel terdiri dari ketua-ketua jabatan persekutuan dan negeri

manakala 17 aduan diterima di kaunter aduan BPA.

Program Mesra Rakyat ini telah dirasmikan oleh Residen Bahagian Sibu, Encik Sim Kok Kee mewakili Setiausaha

Kerajaan Negeri Sarawak yang turut mempengerusikan sesi dialog.

Antara yang hadir di program ialah Ketua Pengarah BPA, Dato' Dr. Tam Weng Wah yang turut berucap, Timbalan

Setiausaha Persekutuan Sarawak, Encik Mohamed Zahari bin Razali, Pengarah BPA Negeri Sarawak, Encik Phillip

Stephen Shim dan Ketua-ketua Jabatan Peringkat Persekutuan, Negeri, Bahagian serta Badan-badan Berkanun.

PUBLIC UTILITIES ISSUE RAISED AT SIBU MESRA RAKYAT

SIBU - The issue of public utilities such as irrigation system, road and water supply had been raised by the public

during the MESRA Rakyat Programme organised by Public Complaints Bureau (PCB) of Sarawak, Prime Minister's

Department with the cooperation of the Sarawak State Secretary Office held at Suarah Hall, Sibu on 14 May 2011.

Beside the public utilities issue, unsatisfactory service and failure of enforcement were also raised during the dialogue

session that lasted for 2 hours beginning at 11.00 am. The program is a part of PCB’s proactive program to provide

opportunities for the public in Sibu to raise issues and problems.

From the total attendance of 300 visitors and guests, a total of 44 complaints and 5 non-complaints were recorded

during the dialogue session. The session involved 34 members of panel consisting heads of federal and state

departments. Another 17 complaints were lodged at the PCB's complaints counter.

The Sibu Resident, Mr. Sim Kok Kee who represented the State Secretary officiated the Mesra Rakyat Programme as

well as chaired the dialogue session.

Also present were Director General of PCB, Dato' Dr. Tam Weng Wah who delivered the welcoming speech, the Deputy

Federal Secretary of Sarawak, Encik Zahari Bin Mohamed Razali, Director of PCB Sarawak, Encik Phillip Stephen Shim

and Heads of Department of Federal, State, Division and statutory bodies.

DESEMBER 2010 600 HADIRI PROGRAM MESRA RAKYAT DI KUALA TERENGGANU

KUALA TERENGGANU - Seramai 600 orang yang terdiri daripada kakitangan kerajaan, Ahli Jawatankuasa Kemajuan dan

Keselamatan Kampung (JKKK), Penghulu, pemimpin-pemimpin mesyarakat serta masyarakat setempat hadir di Program

MESRA Rakyat yang diadakan di Dewan Besar, Wisma Darul Iman, Kuala Terengganu pada 8 Mei 2011.

Dari jumlah kehadiran, sebanyak 50 aduan diterima sepanjang dialog yang diadakan antara para hadirin dan 18 ahli-ahli

panel yang terdiri dari ketua-ketua jabatan persekutuan dan negeri, manakala 9 aduan diterima di kaunter aduan BPA

yang disediakan diluar Dewan.

Program anjuran bersama Biro Pengaduan Awam, Jabatan Perdana Menteri, Pejabat Negeri Trengganu / Kelantan dan

Pejabat Setiausaha Kerajaan Negeri Terengganu telah dirasmikan oleh Setiausaha Kerajaan Negeri, Dato' Haji Mazlan bin

Ngah. Beliau turut mempengerusikan majlis dialog yang bermula pada jam 9.00 pagi dan berakhir pada jam 12.30

tengahari.

Selain mengadakan sesi dialog, pameran turut diadakan di luar Dewan Besar yang melibatkan Jabatan Kesihatan Negeri,

Agensi Anti Dadah Kebangsaan dan Suruhanjaya Pilihanraya Negeri.

Turut hadir di program, Ketua Pengarah BPA, Dato' Dr. Tam Weng Wah yang turut berucap, Timbalan Setiausaha Kerajaan

Negeri Terengganu, Dato' Wan Ahamad bin Wan Muda, Pengarah Tanah dan Galian Negeri, Tuan Haji Mamat bin Tuan

Ngah, Datuk Bandar Kuala Terengganu, Dato' Haji Adzlan bin Mohd Dagang, Ketua Polis Terengganu, SAC Dato' Jamshah

bin Mustapa dan Pengarah BPA Negeri Terengganu / Kelantan, Puan Wee Lip Ping.

Dalam pada itu, Dato' Dr. Tam Weng Wah juga telah mengadakan kunjungan hormat ke atas Setiausaha Kerajaan Negeri di

Wisma Darul Iman di sebelah pagi sebelum berlangsungnya program MESRA Rakyat bagi bertukar-tukar pendapat dalam

pengurusan aduan awam.

600 ATTEND KUALA TERENGGANU MESRA RAKYAT PROGRAMME

KUALA TRENEGGANU - A total of 600 people consisting of Government officers, Village Development and Security

Committee (JKKK), Village Headman, community leaders and locals attended the MESRA Rakyat held at Dewan Besar,

Wisma Darul Iman, in Kuala Terengganu on 8 May 2011.

A total of 50 complaints were received throughout the dialogue session held between the attendees and the 18 panel

members comprising of head of state and federal departments, while 9 complaints were recorded at the PCB's counter

opened at the foyer outside the hall.

The programme jointly organised by Terengganu / Kelantan State Public Complaints Bureau under the Prime Minister's

Department and the State Secretariat Office was officiated by Terengganu State Secretary, Dato' Haji Mazlan bin Ngah.

He also chaired the dialogue session which commenced at 9.00 am and ended at 12.30 pm.

Beside the dialogue session, an exhibition was held outside the Dewan Besar by the Department of Health, National

Anti-Drug Agency and the State Election Commission.

Also present during the programme were the Public Complaints Bureau Director General, Dato' Dr Tam Weng Wah who

gave a speech, Deputy State Secretary, Dato' Wan Ahamad bin Wan Muda, Director of State Land and Mineral, Tuan Haji

Mamat bin Tuan Ngah, Mayor of Kuala Terengganu, Dato' Haji Adzlan bin Mohd Dagang, Terengganu Chief Police, SAC

Dato' Jamshah bin Mustapa and Public Complaints Bureau Terengganu / Kelantan State Director, Mrs. Wee Lip Ping.

Meanwhile, Dato' Dr. Tam Weng Wah also made a courtesy call to the State Secretary at Wisma Darul Iman before the

MESRA Rakyat Programme to exchange view and opinion on the management of public complaints.

DESEMBER 2010

KABB KOTA KINABALU MENDAPAT SAMBUTAN

KOTA KINABALU - Kaunter Aduan Bergerak Bersepadu

anjuran bersama Biro Pengaduan Awam, Jabatan Perdana

Menteri, Pejabat Negeri Sabah dan Dewan Bandaraya Kota

Kinabalu yang diadakan pada 17 April 2011 meriah dengan

sambutan seramai 600 pengunjung.

Dari Jumlah pengunjung yang hadir, sebanyak 44 aduan

direkodkan manakala kira-kira 500 khidmat nasihat

diberikan sepanjang program yang bermula dari jam 8.30

pagi hingga 12.30 tengahari.

Program telah dirasmikan oleh Mayor Bandaraya Kota

Kinabalu, Datuk Abidin Madingkir dan turut dihadiri

Timbalan Ketua Menteri Sabah, Datuk Dr. Yee Moh Chai,

Ketua Pengarah BPA, Dato' Dr. Tam Weng Wah dan Ketua

Pengarah Dewan Bandaraya Kota Kinabalu, Datuk Yeo Boon

Hai.

Datuk Abidin juga mengadakan lawatan ke kaunter aduan

bersama-sama Dato' Dr. Tam Weng Wah dan

menyampaikan sijil penghargaan kepada agensi-agensi

yang terlibat dalam membuka kaunter aduan selain

mengadakan pameran.

Dalam ucapan beliau, Datuk Abidin berharap program yang

dilaksanakan dapat memberi faedah dan manafaat kepada

semua pihak serta membantu mengekalkan kepercayaan

orang ramai terhadap peranan sektor awam serterusnya

meningkatkan mutu perkhidmatan dengan lebih cekap dan

berkesan.

Program yang diadakan bersebelahan pasar pagi 'Gaya

Street' merupakan tumpuan pengunjung terutamanya pada

hari Ahad.

KOTA KINABALU IMCC PROGRAMME RECEIVED GOOD

RESPONSE FROM THE PUBLIC

KOTA KINABALU - The Integrated Mobile Complaints

Counter (IMCC) Programme jointly organised by the Sabah

Public Complaints Bureau (PCB), Prime Minister's

Department and the Kota Kinabalu City Hall on 17 April

2011 received a warm response from the public and

attracted 600 visitors.

A total of 44 complaints were recorded while some 500

people received consultation services during the

programme which started from 8.30am to 12.30pm.

<p align=justify>The programme was launched by the

Mayor of Kota Kinabalu City, Datuk Abidin Madingkir and

also in attendance were Sabah Deputy Chief Minister,

Datuk Dr. Yee Moh Chai, Directod General of PCB, Dato'

Dr. Tam Weng Wah and Director General of City Hall,

Datuk Yeo Boon Hai.

After the launching ceremony, Datuk Abidin

accompanied by Dato' Dr. Tam Weng Wah visited all 25

of the participating agencies that set up complaints

and exhibition booths and presented them with

certificates of appreciation.

In his speech, Datuk Abidin hoped that such a

programme could benefit all parties and help maintain

the Rakyat's confidence on the public sector's role as

well as improve the quality of services by government

agencies.

The IMCC programme was held at a strategic location

next to the Gaya Street in order to attract a bigger

crowd who would normally visit the weekly Gaya Street

Fair on every Sunday.

DESEMBER 2010

30 KAUNTER ADUAN DI PROGRAM KABB KOTA TINGGI KOTA TINGGI - Sebanyak 30 kaunter aduan dari pelbagai agensi telah dibuka sempena program Kaunter Aduan Bergerak Bersepadu (KABB) bertempat di Ruang Legar Kip Mart, Kota Tinggi, Johor pada 16 April 2011. Sepanjang program yang diadakan bermula pada jam 11.30 pagi dan berakhir pada jam 5.30 petang anjuran Biro Pengaduan Awam, Jabatan Perdana Menteri, Pejabat Negeri Johor telah menerima sebanyak 48 aduan dan 11 khidmat nasihat diberikan.

Ahli Lembaga Penasihat Pelawat Hospital Kota Tinggi yang juga Pengerusi MIC Bahagian Pengerang, Dr. Kannayappan turut melakukan lawatan dan menyampaikan hadiah cabutan bertuah kepada pengunjung. Kira-kira 300 pengunjung menghadiri program KABB yang juga turut diadakan pameran oleh pelbagai agensi kerajaan bagi penyampaian maklumat mengenai peranan dan tanggungjawab mereka kepada masyarakat.

30 COMPLAINTS COUNTER OPENED AT THE KOTA TINGGI IMCC PROGRAMME KOTA TINGGI A total of 30 complaints counters from various government agencies were opened in conjunction with the Integrated Mobile Complaints Counter (IMCC) Program held at Kip Mart Foyer, Kota Tinggi, Johor on the 16 April 2011. The program organized by the Public Complaints Bureau (PCB), Johor Branch, Prime Minister's Department was held from 11.30 am to 5.30 pm. A total of 48 complaints were recorded and 11 advisories were given to the various people who visited the counters .

Dr. Kannayappan a member of the Visitors Advisory Board of the Kota Tinggi Hospital and the Chairman of the Pengerang MIC Division had officiated and present gift from lucky draw to the visitors. About 300 visitors attended the program with exhibition organized by the various government agencies to disseminate information about their role and responsibilities to the members of the public.

DESEMBER 2010

BPA DAN PEJABAT DAERAH DAN TANAH KEMAMAN ANJUR KABB KEMAMAN Biro Pengaduan Awam, Jabatan Perdana Menteri, Pejabat Negeri Terengganu / Kelantan dengan kerjasama Pejabat Daerah dan Tanah Kemaman telah mengadakan Program Kaunter Aduan Bergerak Bersepadu (KABB) bertempat di lapangan letak kereta, berhadapan Tenaga Nasional Berhad (TNB), Jalan Sulaimani, Kemaman pada 14 April 2011. Sebanyak 16 agensi Persekutuan dan Negeri telah mengambil bahagian dalam membuka kaunter aduan yang merupakan program ke-dua BPA, Pejabat Negeri Terengganu / Kelantan selepas di Tumpat, Kelantan.

Program yang bermula jam 8.30 pagi dan berakhir pada jam 12.30 tengah hari telah merekodkan sebanyak 58 aduan yang diterima. Ia itu aduan tertinggi diterima oleh Majlis Daerah Kemaman - 24 aduan, Pejabat Daerah dan Tanah Kemaman - 14 aduan dan Syarikat Air Terengganu Daerah Kemaman menerima 5 aduan. Selain kaunter aduan, orang ramai juga disediakan lain-lain perkhidmatan seperti semakan dan bayaran bil serta promosi pendaftaran oleh TM, semakan daftar pemilih oleh Pejabat Suruhanjaya Pilihan Raya , kaunter bayaran cukai, kaunter bayaran parkir serta perkhidmatan e-nikah oleh Jabatan Agama.

IMCC ORGANISED BY PCB WITH COLLABORATION OF KEMAMAN DISTRICT AND LAND OFFICE KEMAMAN Public Complaints Bureau (PCB) of Terengganu / Kelantan, with collaboration of Kemaman District and Land Office organised the Integrated Mobile Complaints Counter (IMCC) held at parking space, opposite the Tenaga Nasional Berhad (TNB), Jalan Sulaimani, Kemaman on 14 April 2011. This was the second program organised by PCB of Terengganu / Kelantan after the first IMCC at Tumpat, Kelantan. A total of 16 Federal and State agencies participated in the program by setting up the complaint counters.

The program which started from 8.30am and ended at 12.30pm successfully recorded 58 complaints. The highest complaints were received by the Kemaman Municipal Council with 24 complaints, Kemaman District and Land Office, 14 complaints and Syarikat Air Terengganu received 5 complaints. Other than the complaints counters, there were also other services provided to the public such as checking and bill payment, registration promotion by TM, checking of the voters list by Election Commission Office, tax payment counter, parking payment counter and e-nikah services by Kemaman Islamic Department.

DESEMBER 2010

KAB DI DEWAN TUN MUSTAPHA, KUDAT

KUDAT - Pejabat BPA Negeri Sabah, Jabatan Perdana

Menteri telah mengadakan program Kaunter Aduan

Bergerak (KAB) sempena Hari Bertemu Pelanggan anjuran

Biro Pengaduan Awam Negeri Sabah, Jabatan Ketua

Menteri bertempat di Dewan Tun Mustapha, Kudat, Sabah

pada 30 Mac 2011.

Program yang dirasmikan oleh Ahli Dewan Undangan Negeri

(ADUN) Tanjung Kapur, Datuk Teo Chee Kang telah disertai

40 buah agensi persekutuan dan negeri.

Sepanjang program diadakan, kaunter BPA telah dilawati

seramai 37 orang pengunjung dengan satu aduan

direkodkan dan selebihnya diberi penerangan fungsi dan

peranan BPA serta khidmat nasihat.

MCC AT TUN MUSTAPHA HALL, KUDAT

KUDAT - Sabah office of the Public Complaints Bureau

(PCB), Prime Minister's Department set up a Mobile

Complaints Counter (MCC) in conjunction with the 'Hari

Bertemu Pelanggan' programme organised by the Sabah

Public Complaints Bureau, Chief Minister's Department at

Tun Mustapha Hall, Kudat, Sabah on 30 March 2011.

A total of 40 state and federal agencies took part in the

programme which was launched by Tanjung Kapor State

Assemblyman, Datuk Teo Chee Kang.

During the programme, PCB counter received 37 visitors

and recorded one complaints while the rest are given an

explanation on the role of Sabah PCB and advice.

DESEMBER 2010

PERJUMPAAN KP BERSAMA KKK / PPA BIL. 1/2011

PUTRAJAYA - Majlis Perjumpaan Ketua Pengarah Biro

Pengaduan Awam (BPA), Dato' Dr. Tam Weng Wah dengan

Ketua Komunikasi Korporat (KKK)/Pegawai Perhubungan

Awam (PPA) Kementerian/ Jabatan/ Agensi diadakan pada

5 April 2011 bertempat di Dewan Taklimat ICU, Kompleks

A, Putrajaya.

Pembentangan laporan seperti Laporan dan Analisis

Pengurusan Aduan, Perlaksanaan Sistem I-SPAAA,

Perlaksanaan Pemantauan Akhbar di Semua Kementerian/

Agensi dan hal-hal lain berkenaan Aduan Sebagai Inovasi.

Majlis taklimat, pembentangan laporan dan sesi soal jawab

yang dimulakan pada jam 9.00 pagi dan berakhir pada jam

11.30 telah dihadiri seramai 31 pegawai KKK/PPA dari

pelbagai Kementerian dan Jabatan.

Majlis taklimat, pembentangan laporan dan sesi soal jawab

yang dimulakan pada jam 9.00 pagi dan berakhir pada jam

11.30 telah dihadiri seramai 31 pegawai KKK/PPA dari

pelbagai Kementerian dan Jabatan.

Timbalan Ketua Pengarah Aduan, Encik Md Zin bin Musa

turut hadir bersama Pengarah Aduan, Encik Aziz bin Ismail,

Pengarah Bahagian Perancangan, Inovasi dan Penyelarasan,

Tengku Adnin bin Tengku Adnan serta semua Pengarah BPA

Negeri.

Meeting between the Director General of the Public

Complaints Bureau and Corporate Communications

Heads and Public Relations Officers: 1/2011

Putrajaya - A meeting between the Director General of

the Public Complaints Bureau, Dato’ Dr. Tam Weng Wah

and Corporate Communications Heads/Public Relations

Officers was held on the 5 April 2011 at the Briefing Hall,

ICU, Complex A, Putrajaya.

The agenda of the meeting included presentation of

reports namely the Report and Analysis of Complaints

Management, Implementation of the I-SPAAA System,

Media Monitoring at all Ministries and Agencies and other

matters pertaining to Complaints as an Innovation.

The briefing together with the presentation of reports and

question and answer session commenced at 9.00am and

concluded at 11.30am was attended by 31 officers

representing various Ministries and Departments.

The Deputy Director General (Complaints), Encik Md. Zin

Bin Musa attended the meeting accompanied by the

Director of Complaints, Encik Aziz Ismail, Director of

Planning, Innovation and Coordination, Tengku Adnin Bin

Tengku Adnan and all the state PCB Directors.

DESEMBER 2010

35 ADUAN DI PROGRAM MESRA RAKYAT JERANTUT JERANTUT- Sejumlah 35 aduan dari 14 pengadu direkodkan sepanjang program MESRA Rakyat yang diadakan di Dewan Majlis Daerah Jerantut pada 21 Mac 2011. Program ini yang merupakan salah satu saluran aduan telah menarik seramai 700 orang yang kebanyakkannya penduduk sekitar Jerantut yang terdiri dari Ahli Jawatan Kuasa Kemajuan Kampung (JKKK) bagi menyuarakan pandangan masyarakat, penduduk tempatan dan peniaga selain pegawai-pegawai kerajaan.

Timbalan Setiausaha Kerajaan Negeri Pahang, Dato' Mohamad Ridzwan bin Mohd Tahar telah merasmikan program MESRA Rakyat anjuran bersama BPA, Jabatan Perdana Menteri, Pejabat Negeri Pahang dan Pejabat Daerah dan Tanah Jerantut. Selain mengadakan sesi dialog antara 16 agensi kerajaan sebagai panel dengan masyarakat; kaunter aduan agensi, pameran dan promosi jabatan turut diadakan dari jam 9.00 pagi hingga 5.00 petang. Program dialog yang bermula pada jam 10.45 pagi berakhir pada jam 2.00 petang turut dihadiri oleh Ketua Pengarah BPA, Dato' Dr. Tam Weng Wah dan Pegawai Daerah Jerantut, Dato' Mohamad Roslan bin Harun.

DESEMBER 2010

18 AGENSI DI KABB DI MUARA TEBAS KUCHING Sebanyak 18 jabatan / agensi kerajaan Persekutuan dan Negeri telah membuka kaunter aduan bersempena program Kaunter Aduan Bergerak Bersepadu (KABB) bertempat di Dewan Masyarakat Kampung Muara Tebas, Kuching pada 5 Mac 2011. Program yang berlangsung dari jam 10.00 pagi hingga 4.00 petang telah dirasmikan oleh Pemangku Pegawai Daerah Bahagian Kuching, Encik Mahri Sarpawi. Menteri Muda Alam Sekitar Sarawak, Datuk Dr. Abang Abdul Rauf Abang Haji Zen turut hadir dan mengujungi kaunter-kaunter aduan anjuran Biro Pengaduan Awam, Jabatan Perdana Menteri, Pejabat Negeri Sarawak dengan kerjasama Pejabat daerah Bahagian Kuching.

18 AGENCIES INVOLVED IN MUARA TEBAS IMCC PROGRAMME KUCHING A total of 18 state and federal government agencies set up complaints counters in conjunction with the Integrated Mobile Complaints Counter (IMCC) programme held at the Community Hall, Kampung Muara Tebas, Kuching on 5 March 2011. The programme which lasted from 10.00 am until 4.00 pm was officiated by the Acting District Officer of Kuching Division, Encik Mahri bin Sarpawi. Sarawak Deputy Minister of Environment, Datuk Dr. Abang Haji Abdul Rauf Abang Zen was also present and visited all the complaints counters involved during the IMCC programme, which was organised by the Sarawak Public Complaints Bureau, Prime Minister's Department (PCB) with the collaboration of the Kuching District Office.

Menteri Muda Alam Sekitar Sarawak, Datuk Dr. Abang Abdul Rauf Abang Haji Zen turut hadir dan mengujungi kaunter-kaunter aduan anjuran Biro Pengaduan Awam, Jabatan Perdana Menteri, Pejabat Negeri Sarawak dengan kerjasama Pejabat daerah Bahagian Kuching. Seramai lebih kurang 250 pengunjung sekitar Kuching dan Demak Laut telah mengunjungi kaunter-kaunter aduan yang disediakan selain terlibat dalam pertandingan mewarna kanak-kanak anjuran bersama BPA dan pihak KEMAS. Sebanyak 43 aduan diterima manakala 26 khidmat nasihat diberikan sepanjang program yang turut dihadiri Pengarah BPA, JPM, Pejabat Negeri Sarawak Encik Philip Stephen Shim.

About 250 visitors comprising members of the local communities and Non Governmental Organisations (NGOs), heads of villages and local residents from the surrounding areas of Kuching and Demak Laut came to the programme as well as participated in the Children Colouring Contest organised by PCB and KEMAS. A total of 43 complaints were received and 26 consultations given throughout the programme which was also attended by Mr. Philip Stephen Shim, Director of Sarawak Public Complaints Bureau, Prime Minister's Department.

DESEMBER 2010

PUTRAJAYA A study tour to the Public Complaints Bureau, Prime Minister s Department, Malaysia (PCB) organised by the Asian Ombudsman Association (AOA) under the programme Strengthening the Asian Ombudsman Assciation (AOA) and Its Members was held on 6th until 12th December 2009. Four Ombudsmen from Pakistan and Sri Lanka namely Dr. Muhammad Shoaib 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

PONTIAN - Timbalan Ketua Setiausaha Negeri Johor, Dato' Haji Abdul Ghaffar bin Abdullah merasmikan program MESRA Rakyat anjuran Biro Pengaduan Awam, Jabatan Perdana Menteri, Pejabat Negeri Johor bertempat di Dewan Jubli Intan Sultan Ibrahim, Pontian pada 4 Mac 2011. Seramai 380 orang yang kebanyakannya terdiri dari ketua-ketua kampung berhampiran dan NGO hadir di program tersebut yang bermula pada jam 8.30 pagi hingga 12.00 tengah hari.

TIMBALAN SUK NEGERI JOHOR RASMI MESRA RAKYAT PONTIAN

Throughout their stay, the delegates were taken to witness numerous PCB s pro-active programmes. The programmes were the Instant Complaints Resolution Clinic held in Sentul, Kuala Lumpur, the Integrated Mobile Complaints Counter (IMCC) held in Ayer Keroh, Melaka and the Mobile Complaints Counter (MCC) held in Bukit Raja, Selangor. The delegates were also taken to visit the Malaysian Consumer Claims Tribunal and the Human Rights. Commission of Malaysia. The study tour ended with a dinner at the Tai Zi Heen, Prince Hotel, Kuala Lumpur hosted by the Director-General, Y.Bhg. Dato Dr. Tam Weng Wah.

Dari jumlah kehadiran, sebanyak 27 aduan dari 28 pengadu direkodkan sepanjang dialog yang disertai seramai 25 ahli panel dari pelbagai jabatan dan agensi kerajaan. Isu yang banyak dibangkitkan sepanjang program MESRA Rakyat adalah seperti kekurangan penguatkuasaan, tiada tindakan tegas dan tiada tindakan susulan diambil serta isu kemudahan infrastruktur di daerah Pontian. Ketua Pengarah BPA, Dato' Dr. Tam Weng Wah turut hadir dan memberi ucapan di majlis tersebut.

DESEMBER 2010

PROGRAM MESRA PERTAMA BPA TAHUN 2011 TAPAH - Biro Pengaduan Awam (BPA) Jabatan Perdana Menteri, Pejabat Negeri Perak dengan kerjasama Pejabat Daerah dan Tanah Batang Padang telah mengadakan Program MESRA Rakyat bertempat di Dewan Merdeka, Tapah, Perak pada 24 Februari 2011. Program yang bermula pada jam 9.00 pagi dan berakhir pada jam 1.00 tengahari telah merekodkan sebanyak 33 aduan dari 12 pengadu yang telah dibangkitkan dalam majlis dialog. Timbalan Setiausaha Kerajaan Negeri Perak, Dato' Mohd Jamal Mahussin telah merasmikan program MESRA Rakyat yang turut disertai seramai 23 ahli panel untuk sesi dialog. Bagi menarik pengunjung dan menceriakan program, sebanyak 28 agensi kerajaan dan swasta telah membuka kaunter aduan

dan pameran dalam mempromosikan jabatan/agensi masing-masing selain menyertai pertandingan Kaunter/Pameran Terbaik. Pertandingan yang dianjurkan telah dirangkul oleh Jabatan Hutan Daerah Perak Selatan, Jabatan Pendaftaran Negara Daerah dan Jabatan Kerja Raya. Sepanjang program berlangsung seramai 500 pengunjung menghadiri program ini dan sebanyak 87 aduan direkodkan termasuk aduan di kaunter-kaunter yang disediakan. Turut hadir, Pengarah Aduan, Biro Pengaduan Awam, Encik Aziz Ismail, Pegawai Daerah dan Tanah Batang Padang, Tuan Haji Razali bin Bakar, Pengarah BPA Pejabat Negeri Perak, Encik Wan Zulkiffeli bin Wan Hassan, Pengarah BPA Pejabat Negeri Kedah/P.Pinang/Perlis, Encik Md. Din Jusoh, Pengarah BPA Pejabat Wilayah Persekutuan Kuala Lumpur, Encik Adnan bin Haji Nasir.

PCB FIRST MESRA PROGRAM IN 2011 TAPAH

TAPAH - Perak Office of the Public Complaints Bureau

(PCB), Prime Minister's Department in collaboration with

the Batang Padang District and Land Office organised the

MESRA Rakyat Programme at Merdeka Hall, Tapah, Perak

on 24 February 2011.

The programme which started at 9.00am and ended at

1.00pm, received a total of 33 complaints from 19

complainants during the dialogue session.

Deputy State Secretary of Perak, Dato' Mohd Jamal

Mahussin, had officiated the MESRA Rakyat Programme

which also participated by 23 panellists for the dialogue

session.

To attract the visitors to the programme, a total of 28

government and private agencies took part by setting up

their complaints counter and exhibition booth in order to

promote services to the public and also participated in the

best counter/exhibition booth competition.

From the result of best counter/exhibition booth

competition, Forestry Department, South Perak District,

Batang Padang District Registrations and Public Work

Department had received their winning certificates.

The programme recorded 500 visitors comprising members

of the local communities and a total of 87 complaints

received including from the complaints counter provided

at the respective agencies.

Also present during the programme were PCB's Director of

Complaints, Encik Aziz Ismail, Batang Padang District and

Land Officer, Tuan Haji Razali bin Bakar, Director of PCB,

Perak office, Encik Wan Zulkiffeli bin Wan Hassan, Director

of PCB, Kedah/Penang/Perlis office, Encik Md. Din Jusoh

and Director of PCB, Federal Territory, Kuala Lumpur

office, Encik Adnan bin Haji Nasir

DESEMBER 2010

NUTP VISIT TO PCB PUTRAJAY The Public Complaints Bureau, Prime Minister Department welcome the visit from National Union Teaching Profession (NUTP) at PCB Main Meeting Room, Putrajaya on 24 January 2011. The delegation led by NUTP President, Lt. Cdr (R) Hashim Bin Adnan accompanied by NUTP Secretary General, Ms Lok Yim Peng, Deputy Secretary General, Mr. Kuna Cegeram dan Assistance Treasury General, Mr. M. Rangasamy.

LAWATAN NUTP KE BPA PUTRAJAYA- Biro Pengaduan Awam, Jabatan Perdana Menteri menerima lawatan dari Kesatuan Perkhidmatan Perguruan Malaysia (NUTP) pada 24 Januari 2011 bertempat di Bilik Mesyuarat Utama BPA, Putrajaya. Delegasi lawatan diketuai Lt. Kdr (B) Hashim Bin Adnan selaku Presiden NUTP yang turut disertai Setiausaha Agung NUTP, Puan Lok Yim Peng, Timbalan Setiausaha Agung, Encik Kuna Cegeram dan Penolong Bendahari Agung, Encik M. Rangasamy.

Rombongan telah disambut oleh Ketua Pengarah BPA, YBhg. Dato Dr. Tam Weng Wah yang turut memberi taklimat BPA berkaitan isu profession perguruan selain mempengerusikan sesi soal jawab. Turut hadir, Timbalan Ketua Pengarah Aduan, Encik Md. Zin Bin Musa, Pengarah Aduan, Encik Aziz Bin Ismail, Pengarah Perancangan, Inovasi dan Penyelarasan, Tengku Adnin Bin Tengku Adnan dan Ketua Penolong Pengarah Aduan (6), Puan Nuraznida bt. Abdul Halyily.

The delegation was welcome by the Director General of PCB, YBhg. Dato' Dr. Tam Weng Wah, who brief on the PCB operation related to issues of teaching profession as well as chairing the question and answer session. Also present, Deputy Director General (Complaints), Encik Md. Zin Bin Musa, Director of Complaints, Encik Aziz Bin Ismail, Director of Planning, Innovation and Coordination, Tengku Adnin Bin Tengku Adnan and Principal Assistant Director of Complaints (6), Puan Nuraznida Bt. Abdul Halyily.

DESEMBER 2010

KP BPA LANCARKAN PELAN STRATEGIK BPA 2010 – 2012 PUTRAJAYA- Ketua Pengarah Biro Pengaduan Awam, Jabatan Perdana Menteri, Dato' Dr. Tam Weng Wah melancarkan Pelan Strategik BPA 2010 2012 bagi merencanakan strategi dan tindakan yang lebih fokus dalam memantapkan peranan BPA dalam perkhidmatan awam di Perhimpunan Bulanan BPA pada 12 Januari 2011. Pelan Strategik yang berpaksikan kepada 6 teras utama atau 6P seperti Penjenamaan & Transformasi, Peneraju Pengurusan Aduan Awam, Pemantapan Penyediaan & Inovasi Pengurusan Aduan Awam, Pengupayaan ICT, Pengukuhan Organisasi dan Pembudayaan Aduan bagi mengukuhkan pengurusan aduan ke arah transformasi BPA, Dato' Dr. Tam berkata dalam amanat tahun baru 2011 di Putrajaya. Beliau berkata, Plan Strategik adalah sebuah dokumen dinamik yang telah dibentangkan kepada Lembaga Penasihat BPA dan perlu sentiasa dikemaskini agar ianya selari dengan perubahan semasa mengikut kehendak rakyat dan dilaksanakan pada tahun 2011. Dalam pembukaan ucapan, Dato' Dr. Tam yakin warga BPA yang sentiasa di dalam high spirit dapat melaksanakan kerja-kerja seharian dengan lebih baik dari tahun 2010 seperti yang diamanahkan oleh kerajaan. Walauapapun beliau berkata, tanggugjawab penjawat awam amat mencabar di mana paras prestasi perkhidmatan kerajaan masa kini berada pada tahap tertinggi dan perlu ditokok tambah agar ianya sentiasa berada di landasan yang terbaik dalam memberi perkhidmatan kepada rakyat. Kerajaan di bawah YAB Perdana Menteri telah menggariskan pelbagai pendekatan

bermula dari Program Transformasi Kerajaan bersama 6 NKRA, Pelan Transformasi Ekonomi, Model Ekonomi Baru dan Rancangan Melaysia Ke-10 bagi membawa lonjakan kepada Negara. Warga BPA perlu bertanggungjawab dalam mendukung aspirasi dan langkah kerajaan bagi merealisasikan perancangan kerajaan dan menjadikan BPA berguna dan relevan dalam menyampaikan perkhidmatannya kepada rakyat, tambah Dato' Dr. Tam. Dalam usia BPA yang ke-40 pada tahun 2011, Dato' Dr. Tam menyingkap sejarah BPA yang ditubuhkan pada 1971 serta mengungkap petikan kata-kata Allahyarham Tun Abdul Razak bahawa matlamat BPA ditubuhkan adalah "supaya orang ramai dapat membuat pengaduan mengenai kesulitan mereka dan mendapatkan bantuan di mana perlu.. Biro Pengaduan Awam merupakan saluran kepada mereka yang berkenaan supaya menyampaikan pengaduan-pengaduan untuk perhatian kerajaan. Biro ini adalah badan pengawas atau watchdog bagi menjamin pentadbiran yang cekap dan adil". Dato' Dr. Tam menambah, tidak dinafikan bahawa BPA telah memberi sumbangan dalam menguruskan permasalahan orang ramai serta menghasilkan penyelesaian yang menyumbang kepada penambahbaikan mutu perkhidmatan kerajaan. Dalam majlis yang sama, Dato' Dr. Tam juga menyaksikan montaj pelancaran Kempen Senyum serta penyerahan lencana senyum kepada semua pengarah bahagian dan pengarah Negeri untuk edaran kepada semua warga BPA. Dato' Dr. Tam mengingatkan warga BPA agar sentiasa memakai lencana senyum sebagai token peringatan amalan senyuman semasa memberi perkhidmatan kepada orang ramai.