OMBUDSMAN SYSTEM

Letter to Editor

In line with the Prime Minister’s call to reduce bureaucratic red tape and improve administrative efficiency in all government departments and agencies, all departmental and agency heads should monitor the implementation of their clients’ charters to ensure they deliver the promises made in these charters.

“The clients” charters set out the objectives and targets of a particular department and how long it will take to deliver a service.

We must not allow the charters to be just dead letters. Departmental heads must ensure that the promises made are delivered, more so, when our Chief Secretary to the Government has frequently emphasised on improving service delivery.

Introducing the clients’ charters is one thing, ensuring that they work effectively is another. It is imperative for all departments and agencies including local authorities which have adopted the charters to monitor their implementation.

I wish to suggest that clients’ charters be prominently displayed at service counters of all public authorities, informing the public of the promises made and if not delivered to whom they can complain and seek redress.

In line with administrative accountability and transparency, departments, agencies and all local authorities should act on public complaints published in the newspapers.

Public complaints which are published in the print media provide useful feedback to the authorities whose responsibility should be to act on these complaints.

All departments, agencies and local authorities must always be sensitive to complaints or suggestions about their departments and take appropriate action.

Now that the Prime Minister has decided to emphasise on fighting graft and improve service delivery in the interest of the public, the time has also come for the government to upgrade our Public Complaints Bureau and set up an ‘OMBUDSMAN SYSTEM’ to address public grievances against any public authority.

The ‘OMBUDSMAN’ is the citizen’s friend and protector entrusted to enquire personally into alleged wrongs inflicted on the man-in-the-street by a range of public authorities.

In the early seventies, Malaysia had wanted to consider such a system and had in fact studied the New Zealand ‘OMBUDSMAN’ model with a view towards its implementation. However it was shelved and in its place the public complaints bureau was set up.

It is time for us to revisit the ‘OMBUDSMAN’ as a comprehensive institution for our country which will be more effective to deal with aggrieved citizens because of wrongdoings inflicted on them.

Citizens have a role to play in the development of a quality service. By providing feedback and giving suggestions they are working with the government to improve the service delivery systems in the country.

As society progresses, the Malaysian public are more conscious of their rights and expects better performance from civil servants.

My suggestion to the civil servants is to walk the extra mile and strive towards achieving excellence in serving the nation.

The time has come for all departments, agencies and public authorities to strive for zero complaints in efforts to upgrade efficiency and promote excellence.