LT 2011 Final - Biro Pengaduan Awam

Sesungguhnya kisah perjalanan Malaysia penuh warna-warni.
Bermula daripada sebuah negara

pertanian berpendapatan rendah semasa penubuhannya, hari ini, hasil mahsul perancangan penuh
sistematik dan pelaksanaan begitu mapan, kita telah berjaya muncul sebagai negara perindustrian
moden yang berpendapatan sederhana tinggi. Bertolak dari situ, sekalipun kejayaan yang telah
dicapai bersifat monumental dan amat signifikan, ia bukanlah alasan yang membenarkan kita
untuk berhenti berusaha, berasa puas hati, berasa selesa, apatah lagi mengambil sikap bersimpuh
sambil berpeluk tubuh.
YAB Dato’ Sri Mohd Najib bin Tun Abdul Razak

Perdana Menteri Malaysia
15 September 2011
The tale of Malaysia’s journey is indeed colourful. From its beginning as a low income agricultural
nation at the time of its formation, today, as a result of systematic planning and sound implementation,
we have successfully emerged as a moderately high income modern industrial nation. Moving on,
although the success attained is monumental and very significant, it is not a reason for us to cease
our effort, be comfortable, what more do nothing.
YAB Dato’ Sri Mohd Najib bin Tun Abdul Razak

Prime Minister of Malaysia
15 September 2011
Rakyat Didahulukan, Pencapaian Diutamakan

People First, Performance Now
KANDUNGAN
CONTENTS
Perutusan/Message
Menteri di Jabatan Perdana Menteri

Minister in the Prime Minister’s Department 6-7
Ketua Setiausaha Negara
Chief Secretary to the Government 8-9
Ketua Pengarah
Director-General 10 - 11
Lembaga Penasihat
Advisory Board 13 - 16
Jawatankuasa Tetap Pengaduan Awam
Permanent Committee on Public Complaints 18 - 26
Maklumat Korporat/Corporate Information
Carta Organisasi
Organisational Chart 29
Pengurusan Tertinggi
Top Management 31 - 33
Pengarah Negeri
State Directors 34 - 35
Visi dan Objektif
Vision and Objectives 36
Misi, Dasar Kualiti dan Piagam Pelanggan
Mission, Quality Policy and Clients’ Charter 37
Kod Etika
Code of Ethics 38
Saluran Aduan
Complaints Channel 39
Petunjuk Prestasi Utama
Key Performance Indicators 40
KANDUNGAN
CONTENTS
Pengurusan Aduan/Complaints Management
42 - 43 Pengenalan
Introduction
44 - 45 Saluran Aduan
Complaints Channel
46 - 57 Program Proaktif
Proactive Programme
58 - 75 Pelaporan dan Analisis Aduan

Complaints Report and Analysis
Penyelesaian Aduan
76 - 81 Complaints Resolution
82 - 97 Kategori Aduan
Complaints Category
Sektor Aduan
98 Complaints Sector
99 - 103 Contoh-Contoh Kes

Example of Cases
104 - 106 Maklum Balas Pelanggan

Customer Feedback
108 - 109 Surat Penghargaan

Letters of Appreciation
110 - 115 Inovasi dalam BPA

Innovation in PCB
116 - 118 Pemantauan Media

Media Monitoring
119 - 123 Rangkaian Kerjasama Strategik

Strategic Networking
124 - 127 Pemantauan Aduan Yang Diterima Kementerian

Monitoring of Complaints Received by Ministries
128 - 129 Sistem e-Rating BPA

PCB’s e-Rating System
133 - 135 BPA Bersama Media

PCB with the Media
138 - 139 BPA dalam Liputan Akhbar

Coverage of PCB in Newspapers
KANDUNGAN
CONTENTS
Khidmat Pengurusan/Management Services
Pengenalan
Introduction 143
Prestasi Kewangan
Financial Performance 143 - 144
Pengurusan Aset
Asset Management 145 - 147
Pengurusan Kontrak
Contract Management 148
Perjawatan
Personnel 149
Pembangunan Modal Insan
Human Capital Development 150 - 151
Inisiatif Penempatan Pelajar Latihan Industri
Practical Student Attachment Initiative
152
Sistem Maklumat Pengurusan Sumber Manusia (HRMIS)
Human Resource Management Information System (HRMIS) 153
Majlis Bersama Jabatan
Departmental Joint Council 154
Pelaksanaan 5S
5S Implementation 155
Pembangunan Pelan Strategik Teknologi Maklumat
Development of Information Technology Strategic Plan 156
Perkhidmatan Unit Teknologi Maklumat
Services of Information Technology Unit 157 - 158
Pengurusan Fail
File Management 159
Keselamatan Pejabat
Office Security 159
Persijilan MS ISO 9001:2008
MS ISO 9001:2008 Certification 160
KANDUNGAN
CONTENTS
Imbasan/Retrospective
162 - 163 Perhimpunan Bulanan

Monthly Assembly
164 - 165 Lawatan

Visits
166 - 169 PUSPANITA Cawangan Kecil BPA

PUSPANITA PCB Sub-Branch
170 - 173 Kelab Sukan dan Kebajikan BPA

PCB Sports and Welfare Club
174 Pelbagai Aktiviti

Other Activities
176 - 208 Statistik

Statistics
209 Maklumat Pejabat BPA

Information on PCB Offices
PERUTUSAN
Salam Sejahtera dan Salam 1Malaysia.
Saya amat gembira di atas kejayaan Biro Pengaduan Awam (BPA) menerbitkan Laporan Tahunan
2011. Penerbitan laporan ini merupakan antara inisiatif BPA untuk merumuskan pencapaian
pengurusan aduan awam melalui kerjasama erat dengan agensi-agensi kerajaan yang lain dalam
menangani aduan orang ramai, seterusnya meningkatkan kualiti penyampaian perkhidmatan awam
bagi tahun 2011.
Aduan awam merupakan maklum balas penting yang menjadi kayu ukur prestasi sesebuah agensi
awam. Ianya selaras dengan dasar semasa Kerajaan berteraskan “Rakyat Didahulukan, Pencapaian
Diutamakan”, di mana kepuasan rakyat mencerminkan keberkesanan penyampaian perkhidmatan
awam. BPA sentiasa menyokong pelaksanaan Program Transformasi Kerajaan yang mencakupi
tujuh (7) Bidang Keberhasilan Utama Negara berserta dengan Bidang Keberhasilan Utama
Kementerian dan Petunjuk Prestasi Utama masing-masing. Oleh itu,
BPA sebagai salah satu komponen penting dalam merealisasikan
Program Transformasi Kerajaan (GTP), akan terus memainkan peranan
yang proaktif dan inovatif dalam memastikan kejayaan semua inisiatif
transformasi Kerajaan yang berkaitan dengan pengurusan aduan.
Perkhidmatan Kerajaan yang berorientasikan rakyat sentiasa

memerlukan maklum balas serta menerima baik aduan awam sebagai
input pengurusan yang strategik. Aduan yang dilihat dari perspektif
positif juga mampu membantu agensi-agensi kerajaan menambah baik
kualiti penyampaian perkhidmatan masing-masing. Justeru, Kerajaan
Menteri di Jabatan Perdana Menteri

telah menyediakan pelbagai saluran demi memudahkan rakyat sebagai pelanggan menyampaikan
maklum balas mereka, seterusnya menjamin perkhidmatan diterima rakyat ditambahbaikkan
secara berterusan.
Peranan serta pendekatan BPA dalam menguruskan aduan akan terus ditambahbaik sesuai dengan
perkembangan dinamik Malaysia di segi politik, ekonomi dan sosial. BPA bukan lagi setakat menjadi
penerima aduan ke atas agensi-agensi kerajaan tetapi turut mengambil peranan utama yang lebih
proaktif dengan menilai aduan sebagai sumber inovasi dalam penyelesaian isu-isu secara holistik
dan sistemik untuk manfaat rakyat keseluruhannya.
Seiring dengan perubahan landskap pemikiran rakyat serta perkembangan pesat teknologi
maklumat, BPA telah melangkaui peranan menguruskan aduan kepada menganalisis serta
merancang kaedah penyelesaian aduan secara menyeluruh. Ini termasuklah pelaksanaan beberapa
inisiatif demi mengejapkan pengurusan aduan awam antaranya Audit Pengurusan Aduan di semua
kementerian dan pemantauan jawapan pertanyaan awam di peringkat kementerian.
Saya yakin pencapaian BPA sepanjang tahun 2011 boleh menjadi pemangkin kepada BPA untuk
terus mendukung aspirasi Kerajaan yang sentiasa peka kepada kehendak dan naluri rakyat demi
kesejahteraan rakyat dan kemakmuran negara.
DATUK SERI G. PALANIVEL

Salam Sejahtera and Salam 1Malaysia.
FOREWORD
I am pleased that the Public Complaints Bureau (PCB) has succeeded in publishing the 2011 Annual
Report. It is among the PCB initiative to consolidate the overall management of public complaints
through close collaboration with other government agencies, thus enhancing the quality of public
service delivery for the year 2011.
Public complaints are a vital yardstick to measure the performance of public agencies. In consonant
with the present policy of “People First, Performance Now”, customers’ satisfaction is a mirror
reflecting the effectiveness of public service delivery. PCB always supports the implementation of the
Government Transformation Programme (GTP) which encompasses the seven National Key Results
Areas, the respective Ministerial Key Result Areas and Key Performance Indicators. PCB as a key
component in realising GTP will continue to play its proactive and innovative role to ensure the
successful implementation of the transformational initiatives related to complaints management.
Government services which are people-oriented always require feedback and welcome public
complaints as a strategic management input. Complaints viewed from a positive perspective can
help government agencies improve the quality of their respective services delivery. In this regard, the
Government has made available various channels to enable the public to convey their feedback, thus
guaranteeing continued improvement of its services.
PCB’s role and approach in managing complaints will continuously be enhanced to correspond to
Malaysia’s vibrant political, economic and social development. PCB is not just a channel for public
complaints, but has undertaken a more proactive role by using complaints as a source of innovation
Minister in the Prime Minister’s Department

to holistically and systemically resolve issues for the benefit of the general public.
In line with the changing landscape of the public’s mindset and rapid development of information
technology, PCB has leaped beyond the role of managing complaints to analysing and planning for
comprehensive complaints resolution in a holistic way. This includes the implementation of several
initiatives to strengthen complaints management such as complaints management audit of all
ministries and the monitoring of public inquiries at the ministry’s level.
I am confident that PCB’s achievement in 2011 will be a catalyst for it to continuously support the
Government’s aspiration of being sensitive towards the people’s needs and well-being as well as the
prosperity of the nation.
DATUK SERI G. PALANIVEL

Assalamualaikum warahmatullahi wabarakatuh dan Salam 1Malaysia.
KATA-KATA ALUAN
Dengan kedatangan abad ke-21, perkhidmatan awam terpanggil untuk lebih inovatif menghadapi
cabaran-cabaran baru seperti keadaan ekonomi global yang tidak menentu dan harapan serta
kehendak rakyat yang semakin meningkat dan kompleks. Oleh itu, Kerajaan perlu bertindak
dengan pantas dalam menghadapi dan menangani cabaran-cabaran
ini supaya negara terus bergerak maju dan kesejahteraan rakyat
sentiasa ditingkatkan.
Dengan arus perubahan persekitaran yang begitu pantas, lebih

aduan terhadap kualiti penyampaian perkhidmatan awam akan
terus diterima oleh agensi kerajaan. Aduan awam amat mustahak
kerana ia berperanan sebagai mekanisme check and balance bagi
membolehkan agensi kerajaan mengatasi ruang-ruang kelemahan
melalui tindakan penambahbaikan secara berterusan. Pengurusan
aduan tidak seharusnya kekal sebagai agenda sampingan dalam
pengurusan agensi kerajaan. Sebaliknya ia perlu ditekankan
sebagai agenda penting dalam usaha untuk meningkatkan sistem
penyampaian agensi kerajaan secara lebih berkesan, cekap dan
mesra rakyat.
Dalam pengurusan aduan, penjawat awam perlu menyemai sikap

empati, menghormati, mesra dan mengambil berat terhadap
keperluan pelanggan. Perkhidmatan yang diberikan hendaklah
Ketua Setiausaha Negara

memudahkan rakyat, berserta dengan layanan yang konsisten dan adil kepada semua golongan
masyarakat. Budaya kerja sebagai satu pasukan, perkongsian maklumat, pendekatan No Wrong
Door dan konsep Whole of Goverment juga merupakan elemen yang perlu ada pada diri setiap
penjawat awam. Dengan menanamkan sikap dan mengamalkan budaya kerja sebegini, diyakini
bilangan aduan dapat dikurangkan dan permasalahan aduan berulang dapat diatasi.
Saya berbangga dengan pelbagai usaha yang telah dilaksanakan oleh Biro Pengaduan Awam
(BPA) untuk membawa perubahan, inovasi dan transformasi dalam penyampaian perkhidmatan
awam dengan cara bekerjasama dengan agensi-agensi lain. Suatu ketika dahulu, BPA dan agensi
kerajaan hanya bertindak sekadar “memadamkan api” ke atas isu-isu aduan dan bukannya
mengambil pendekatan yang proaktif dan menyeluruh ke atas pengurusan aduan, terutamanya
dari segi sikap yang diambil semasa berurusan dengan pelanggan. Pada masa ini, falsafah asas
adalah untuk melihat aduan sebagai sumber inovasi bagi mentransformasikan perkhidmatan
awam supaya lebih cekap dan berdaya saing.
Saya berharap BPA akan terus menjadi penghubung antara rakyat dengan Kerajaan serta
pemangkin kepada transformasi perkhidmatan awam supaya ia kekal relevan. Bersama-samalah
kita melunaskan tanggungjawab yang diamanahkan selaku penjawat awam dengan penuh
integriti dan ikhlas demi kepentingan rakyat dan negara.
TAN SRI MOHD SIDEK BIN HJ. HASSAN

Assalamualaikum warahmatullahi wabarakatuh and Salam 1Malaysia.
FOREWORD
With the advent of the 21st century, the public service must be more innovative in facing new
challenges, such as the global economic uncertainty as well as the increasing and complex demand
and expectations of the people. There is a need for the Government to act expeditiously to deal with
these challenges so as to ensure the nation’s continuous development and well-being of the people.
With the rapidly changing environment, government agencies will no doubt continue to receive
more complaints on the quality of public service delivery. Complaints are vital as they serve as
a check and balance mechanism to enable government agencies to overcome any shortcomings
through continuous improvement. Complaints management should not remain as a secondary
agenda in the management of government agencies. Instead it should be stressed as an important
agenda, in our effort to enhance the effectiveness, efficiency and customer-friendliness of the
public service delivery.
In complaints management, civil servants must be instilled with a sense of empathy, respect,
friendliness and concern for the needs of the clients. While the services provided should be
facilitated, more importantly the people must be served fairly and with consistency. The culture
of teamwork, knowledge sharing, “No Wrong Door” approach and the “Whole of Government”
concept are some of the elements that must be inculcated in all civil servants. Inculcating and
practicing such attitude and culture will inevitably help reduce the number of complaints and
recurring issues.
Chief Secretary to the Government

I am proud of the numerous efforts undertaken by the Public Complaints Bureau (PCB) to bring
about change, innovation and transformation in the delivery of public service through collaboration
with other agencies. In the past, PCB and government agencies were merely firefighting in dealing
with complaints, instead of taking a more proactive and comprehensive approach in addressing
the issues, particularly in our attitude in dealing with our customers. Now, the basic philosophy is
to view complaints as a source of innovation to further transform the public service to be more
effective and competitive.
I hope PCB will continue to be the vital link between citizens and the Government, and a catalyst for
public service transformation so that it remains relevant. Let us fulfill the responsibility entrusted
upon us as public servants with upmost integrity and sincerity in the interest of the people and
nation.
TAN SRI MOHD SIDEK BIN HJ. HASSAN

Salam Sejahtera dan Salam 1Malaysia.
KATA-KATA ALUAN
Biro Pengaduan Awam (BPA) mengendalikan aduan keseluruhan jentera kerajaan yang terdiri
daripada kerajaan persekutuan dan negeri, pihak berkuasa tempatan serta badan-badan
berkanun. Di samping itu, BPA bukan sahaja berperanan menguruskan aduan orang ramai ke
atas perkhidmatan yang disediakan oleh agensi kerajaan, tetapi juga terhadap penjawat awam
yang mentadbirkan atau menyampaikan perkhidmatan kepada orang ramai. Oleh itu, tugas
keseluruhan yang diamanahkan kepada BPA sememangnya luas,
kompleks dan mencabar.
Aduan tidak lagi dilihat secara negatif tetapi sebagai satu bentuk
maklum balas agar jabatan dan agensi kerajaan sentiasa mengambil
inisiatif berterusan bagi memenuhi harapan rakyat. Bertepatan
dengan pendekatan Kerajaan yang mendahulukan rakyat dan
menitikberatkan prestasi dan pencapaian cemerlang, aduan awam
akan terus menjadi pemangkin dalam mempertingkatkan lagi mutu
penyampaian perkhidmatan awam.
Walaupun telah banyak penambahbaikan dilakukan ke atas

perkhidmatan dan sistem penyampaian perkhidmatan awam, aduan
daripada orang ramai akan terus diterima oleh agensi awam kerana
ia mencerminkan kehendak dan harapan masyarakat yang mahukan
penambahbaikan mutu perkhidmatan awam yang berterusan.
Ketua Pengarah
Secara keseluruhannya, jumlah penerimaan aduan bagi tahun 2011 adalah sebanyak 13,356
aduan. Ia menunjukkan penurunan sebanyak 1,344 (9.1%) aduan berbanding dengan jumlah
penerimaan aduan bagi tahun 2010. Dari jumlah tersebut, BPA telah menyelesaikan sebanyak
13,045 (97.7%) aduan dengan kerjasama agensi-agensi kerajaan berbanding 98.7% daripada
jumlah 14,700 aduan yang diterima pada tahun 2010. Penurunan bilangan aduan yang diterima
pada tahun 2011 berbanding 2010 bukan bermakna bahawa orang ramai semakin kurang yakin
peranan BPA. Tetapi ia menggambarkan tahap kecekapan dan keberkesanan agensi-agensi awam
dalam sistem penyampaian serta pengurusan aduan-aduan awam. Orang ramai memilih untuk
mengemukakan terus aduan mereka kepada agensi-agensi yang berkenaan.
Selaku pemudah cara dan watchdog dalam pengurusan aduan awam, BPA akan terus memainkan
peranan aktif membantu agensi-agensi dalam memantapkan sistem pengurusan aduan masing-
masing. Ini termasuk melalui pelbagai tindakan proaktif sama ada secara bersendirian atau
melalui kerjasama erat dengan agensi-agensi kerajaan.
Akhir kata, saya mengucapkan setinggi-tinggi penghargaan dan terima kasih kepada Pengerusi
dan Ahli-Ahli Jawatankuasa Pengaduan Awam (JKTPA), Lembaga Penasihat BPA, semua Ketua
Setiausaha Kementerian serta Ketua-Ketua Jabatan dan Agensi di peringkat Persekutuan dan
Negeri di atas komitmen dan kerjasama yang diberikan kepada BPA bagi memastikan aduan
awam dapat diselesaikan secara cekap dan berkesan.
DATO’ DR. TAM WENG WAH

Salam Sejahtera and Salam 1Malaysia.
FOREWORD
Public Complaints Bureau (PCB) handles complaints against government agencies at all levels
including federal and state agencies, local authorities as well as statutory bodies. The role of PCB
does not only confine to public complaints on the services provided by government agencies but
also on public servants who are involved in rendering the services. Therefore, the overall task of
PCB is very wide, complex and challenging.
Complaints are no longer viewed negatively but as a form of feedback for government departments
and agencies to continuously undertake initiatives to meet public’s expectations. In consonant
with the Government’s agenda emphasising on excellent performance and achievement as well
as putting people first, public complaints will continue to be catalyst in enhancing the quality of
public service delivery.
Despite numerous improvements made to the public service and its delivery system, complaints
will continue to be received from the public. This reflects the demand and expectation of the people
for continuous improvement in the quality of public service delivery.
In 2011, PCB received 13,356 complaints, a decrease of 1,344 (9.1%) from the number of complaints
received in 2010. With the cooperation of various government agencies, PCB managed to resolve
13,045 or 97.7% of the complaints compared to 98.7% of the total 14,700 complaints received
in 2010. The decline in the number of complaints received in 2011 does not mean that the public
has less confidence in PCB handling their complaints, rather it is a reflection of the higher level of
Director-General
efficiency and effectiveness achieved by government agencies in public service delivery and public
complaints management. This has, instead, led the public to channel their complaints directly to
agencies.
As facilitator and ‘watchdog’ in managing public complaints, PCB will continue its active role
in assisting agencies to strengthen their complaints management system. This is done through
various proactive actions taken singularly by PCB or through close collaboration with government
agencies.
Finally, I would like to express my utmost gratitude and sincere appreciation to the Chairman and
Members of the Permanent Committee on Public Complaints (PCPC), the PCB Advisory Board, all
Secretaries-General of Ministries as well as Heads of Departments and Agencies at the Federal
and State levels for the commitment and cooperation extended to PCB in ensuring that complaints
are expeditiously and effectively resolved.
DATO’ DR. TAM WENG WAH

satisfaction
“Kepuasan pelanggan bukan merupakan satu senario
yang mutlak, tetapi banyak bergantung kepada interaksi,
maklum balas, pujian dan aduan. Aduan perlu dilihat
dalam perspektif yang membina, positif dan profesional...”
“Customer satisfaction is not an absolute scenario,

but very much depends on interactions, feedback, praise,
and complaints. Complaints have to be looked
at in a constructive, positive and professional
perspective...”
Arash Shihan,
4th International Management Conference
PCB ADVISORY BOARD
LEMBAGA PENASIHAT BPA
Lembaga Penasihat BPA adalah badan penasihat yang ditubuhkan bertujuan untuk
mempertingkatkan keberkesanan BPA dalam menjalankan tanggungjawabnya. Lembaga
Penasihat ini diketuai oleh seorang pengerusi dengan ahli-ahlinya terdiri daripada individu yang
mewakili agensi kerajaan, sektor swasta, akademia, media dan Badan Bukan Kerajaan (NGO).
Bagi tahun 2011, Lembaga Penasihat telah bermesyuarat sebanyak dua kali, iaitu pada 11 April
dan 13 Oktober.
The PCB Advisory Board is a body established to enhance the effectiveness of PCB in exercising its
responsibilities. The Advisory Board is headed by a chairman with members comprising individuals
representing government agencies, the private sector, the media, academia, and Non-Governmental
Organisations (NGOs). In 2011, the Advisory Board met twice, i.e. on 11 April and 13 October.
Tan Sri Abdul Halim bin Ali

Pengerusi Lembaga Penasihat BPA
Chairman of PCB Advisory Board
PCB ADVISORY BOARD
Adj. Prof. Dato’ Syed Amin Aljeffri

Yang DiPertua
Dewan Perniagaan Melayu Malaysia Kuala Lumpur (DPMM)
President
Kuala Lumpur Malay Chamber of Commerce
Tan Sri Datuk Dr. Rafiah binti Salim

Pengarah
NAM Institute for the Empowerment of Women Malaysia
Director
NAM Institute for the Empowerment of Women Malaysia
Datuk Haji Zaini bin Mohd Nor

Ketua Pegawai Eksekutif
Perbadanan Pengurusan Sisa Pepejal dan Pembersihan Awam
Chief Executive Officer
National Solid Waste and Public Cleanliness Corporation
Datuk Yong Soo Heong

Ketua Pengarang
Pertubuhan Berita Nasional Malaysia
Chief Editor
Malaysian National News Agency
Datuk Marimuthu Nadason

Presiden
Gabungan Persatuan Pengguna Malaysia (FOMCA)
President
Federation of Malaysian Consumers Associations (FOMCA)
PCB ADVISORY BOARD
Prof. Tan Sri Dato’ Wira Dr. Sharifah Hapsah binti
Syed Hasan Shahabudin
Presiden
Majlis Kebangsaan Pertubuhan Wanita
President
National Council of Women’s Organisations
Tan Sri Dato’ Lee Lam Thye

Naib Pengerusi
Yayasan Pencegahan Jenayah Malaysia
Vice-Chairman
Malaysian Crime Prevention Foundation
Prof. Madya Dr. Abu Hassan bin Hasbullah

Pensyarah
Jabatan Pengajian Media Fakulti Seni dan Sains Sosial
Universiti Malaya
Lecturer
Department of Media Studies
Faculty of Arts and Social Sciences
University of Malaya
Dato’ Siva Subramaniam a/l Nagaratnam

Perunding
Pasukan Petugas Khas Pelaksanaan
Jawatankuasa Kabinet Masyarakat India
Consultant
Special Implementation Taskforce
Cabinet Committee on the Indian Community
LEMBAGA PENASIHAT BPA PCB ADVISORY BOARD
Cadangan Penambahbaikan Proposals for Improvements
Lembaga Penasihat telah mengutarakan The Advisory Board, in an effort to improve

beberapa perkara utama bagi the management of public complaints, has
mempertingkatkan pengurusan aduan awam identified various important concerns and has
di BPA seperti berikut: put forth the following:
1. Mengatasi isu penyelenggaraan jalan 1. To work together with the Public Works
seperti jalan berlubang dengan kerjasama Department and the local authorities to
Jabatan Kerja Raya dan pihak berkuasa resolve the issue of road maintenance, such
tempatan. Ini termasuk membentangkan as potholes. A paper entitled “Proposal to
kertas cadangan Penambahbaikan Improve the Maintenance of State Roads”
Penyelenggaraan Jalan Negeri di Mesyuarat was presented at the Permanent Committee
Jawatankuasa Tetap Pengaduan Awam Bil. on Public Complaints’ Meeting No. 3/2011
3/2011 pada 23 Jun 2011. on 23 June 2011.
2. To resolve the issue of illegal advertisements
2. Mengatasi isu iklan haram dengan
in collaboration with Kuala Lumpur City Hall
kerjasama Dewan Bandaraya Kuala
(DBKL). In this regard, DBKL was requested to
Lumpur (DBKL). Dalam perkara ini pihak present a report on illegal advertisements at
DBKL telah diminta membentangkan the Advisory Board’s meeting in April 2012.
laporan iklan haram di Mesyuarat Lembaga
Penasihat pada bulan April 2012. 3. To increase awareness and publicity about
the PCB amongst the younger generation,
3. Meningkatkan publisiti mengenai BPA including obtaining an English slot in
di kalangan generasi muda termasuk Radio BERNAMA.
memanfaatkan slot Bahasa Inggeris di
4. To ensure that government agencies,
BERNAMA Radio. such as the Ministry of Domestic Trade,
4. Memastikan agensi-agensi kerajaan seperti Cooperative and Consumerism are more
Kementerian Perdagangan Dalam Negeri, effective in managing complaints about
Koperasi dan Kepenggunaan supaya lebih the private sector.
berkesan dalam menguruskan aduan
terhadap sektor swasta.
Mesyuarat pada 11 April 2011 Mesyuarat pada 13 Oktober 2011

Meeting on 11 April 2011 Meeting on 13 October 2011
16 | Laporan Tahunan 2011 Annual Report

decision
“Tetapi daya penggerak kebanyakan kita dalam sektor awam
adalah keyakinan bahawa setiap keputusan yang kita buat setiap
hari, dilakukan dengan matlamat ianya lebih baik untuk anak-anak
kita pada suatu hari kelak. Ia juga “beban keputusan” yang kita
pikul setiap hari.”
“But what keeps most of us back, and what has most of us in the
public sector wake up in the morning for, is
a conviction that we can do better for our children through the
burden of decisions we make each day.”
YBhg. Tan Sri Mohd Sidek bin Hj. Hassan

(30 November 2011)
JAWATANKUASA TETAP PENGADUAN AWAM
PERMANENT COMMITTEE ON PUBLIC COMPLAINTS
Bidang kuasa Jawatankuasa Tetap Pengaduan
Awam (JKTPA) adalah seperti berikut:
• Menentukan dasar-dasar mengenai

sistem pengendalian pengaduan awam;
• Menimbang dan membuat keputusan
mengenai laporan/kes yang dikemukakan
oleh BPA mengenai pengaduan awam;
dan
• Mengarahkan jabatan/agensi yang
berkenaan supaya mengambil tindakan
pembetulan dalam menyelesaikan
sesuatu aduan/kes yang dirujuk
kepadanya.
Keahlian JKTPA adalah seperti berikut:
• Ketua Setiausaha Negara (Pengerusi);

• Ketua Pengarah Perkhidmatan Awam
Malaysia;
• Ketua Setiausaha Perbendaharaan;
• Ketua Pesuruhjaya, Suruhanjaya
Pencegahan Rasuah Malaysia;
• Ketua Pengarah, Unit Pemodenan
Tadbiran dan Perancangan Pengurusan
Malaysia; dan
• Timbalan Ketua Setiausaha Kanan,
Jabatan Perdana Menteri.
Tan Sri Mohd Sidek bin Hj. Hassan
The terms of reference of the Permanent Committee on Public Complaints (PCPC) are as follows:
• To determine policies regarding the public complaints management system;

• To consider and decide on reports/cases submitted by PCB on public complaints; and
• To direct relevant departments/agencies to take remedial action to resolve cases/
complaints referred to it.
The committee members are:
• Chief Secretary to the Government of Malaysia (Chairman);

• Director-General of Public Service Malaysia;
• Secretary-General, Ministry of Finance;
• Chief Commissioner, Malaysian Anti-Corruption Commission;
• Director-General, Malaysian Administrative Modernisation and Management Planning Unit;
and
• Senior Deputy Secretary-General, Prime Minister’s Department.
JAWATANKUASA TETAP PENGADUAN AWAM
PERMANENT COMMITTEE ON PUBLIC COMPLAINTS
Tan Sri Abu Bakar bin Haji Abdullah
Ketua Pengarah Perkhidmatan Awam Malaysia
Director-General of Public Service Malaysia
Tan Sri Dr. Wan Abd Aziz bin

Wan Abdullah
Ketua Setiausaha Perbendaharaan,
Kementerian Kewangan
Secretary-General,
Ministry of Finance
Dato’ Sri Haji Abu Kassim bin

Mohamed
Ketua Pesuruhjaya,
Suruhanjaya Pencegahan Rasuah
Malaysia
Chief Commissioner,
Malaysian Anti-Corruption Commission
Dato’ Mohamad Zabidi

bin Zainal
Ketua Pengarah
Unit Pemodenan Tadbiran dan
Perancangan Pengurusan Malaysia Datuk Zainol bin Othman
Director-General, (Sehingga 30 September 2011/
Malaysian Administrative Until 30 September 2011)
Modernisation and Timbalan Ketua Setiausaha Kanan,
Management Planning Unit Jabatan Perdana Menteri
Senior Deputy Secretary-General,
Prime Minister’s Department
Datuk Othman bin Haji Mahmood

(Mulai 1 Oktober 2011/Effective 1 October 2011)
Timbalan Ketua Setiausaha Kanan,
Jabatan Perdana Menteri
Senior Deputy Secretary-General,
Prime Minister’s Department
JAWATANKUASA TETAP PENGADUAN PERMANENT COMMITTEE ON
AWAM PUBLIC COMPLAINTS
Sepanjang tahun 2011, JKTPA telah bersidang For the year 2011, the PCPC sat in session 5
sebanyak 5 kali, iaitu 1 Mac, 6 April, 23 Jun, times, i.e. 1 March, 6 April, 23 June, 29 September
29 September dan 24 November. Mesyuarat and 24 November. The meetings discussed and
telah membincang dan menimbangkan 18 considered 18 working papers that dealt with
kertas kerja yang menyentuh pelbagai isu various complaints, emphasising issues that
aduan yang menitikberatkan penghasilan would particularly benefit the general public
kepada masyarakat umum khususnya, di as well as improve the public service delivery
samping menambah baik penyampaian system. In this regard, issues raised were more
perkhidmatan awam. Dalam konteks ini, isu- holistic in nature and beneficial to several parties.
isu yang diketengahkan adalah lebih bersifat The PCPC has met 94 times and has considered
holistik dan memberi manfaat kepada banyak 426 working papers since its first meeting on 6
pihak. Sejak sidang pertama pada 6 Oktober October 1984.
1984 sehingga 31 Disember 2011, JKTPA telah
mengadakan mesyuarat sebanyak 94 kali dan List of Working Papers presented at the PCPC
menimbangkan 426 kertas kerja. meetings in 2011:
Senarai Kertas Kerja Yang Telah 1. Proposal to Regulate Advertising by Private

Dibentangkan Dalam Mesyuarat JKTPA Institutes of Higher Education;
Sepanjang Tahun 2011:
2. Proposal to Resolve the Collection Problem
1. Cadangan Kawalan Pengiklanan Oleh of Loan Repayment from Defaulting
Institusi Pengajian Tinggi Swasta; Borrowers of the National Higher Education
Corporation Fund (PTPTN) Loans;
2. Cadangan Mengatasi Masalah Kutipan Bayaran
Balik Pinjaman Pendidikan Perbadanan Tabung 3. Initiative to Improve the Handling of Police
Pendidikan Tinggi Nasional (PTPTN) Daripada Reports for Road Accidents;
Peminjam Ingkar;
4. Proposal to Improve the Management of
3. Inisiatif Penambahbaikan Pengendalian Police Reports;
Repot Polis Bagi Kemalangan Jalan Raya;
5. Proposal to Formulate Guidelines on
4. Cadangan Menambah Baik Pengurusan the Establishment of Nurseries and
Laporan Polis; Kindergartens in Residential Areas;
5. Cadangan Mengadakan Garis Panduan 6. Proposal to Improve the Management of

Penubuhan Taska Dan Tadika Di Kawasan Water Utility Bills;
Taman Perumahan;
6. Cadangan Penambahbaikan Pengurusan Bil Complaints at The Public Land Transport
Air; Commission;
7. Cadangan Penambahbaikan Pengurusan

Aduan Di Suruhanjaya Pengangkutan Awam
Darat (SPAD);

JAWATANKUASA TETAP PENGADUAN PERMANENT COMMITTEE ON
AWAM PUBLIC COMPLAINTS
8. Cadangan Penambahbaikan Perkhidmatan 8. Proposal to Improve the Services of the

Sistem Transit Aliran Ringan (LRT); Light Rail Transit (LRT) System;
9. Cadangan Penambahbaikan 9. Proposal to Improve the Maintenance of

Penyelenggaraan Jalan Negeri; State Roads;
10. Cadangan Menyediakan Kemudahan 10. Proposal to Provide Facilities for Basic
Perkhidmatan Perbankan Asas Di Banking Services at FELDA Schemes Across
Rancangan FELDA Seluruh Negara; the Country;
11. Cadangan Mewujudkan Kemudahan 11. Proposal to Provide Online Access to Verify
Mengakses Status Perkahwinan the Marital Status of Non-Muslim Citizens;
Warganegara Bukan Islam Secara Atas
12. Proposal on Cost-Saving Measures for Civil
Talian;
Servants Whose Mobile Telephone Bills are
12. Cadangan Langkah Penjimatan Bayaran Paid by the Government through E-Billing;
Bil Telefon Bimbit Pegawai Kerajaan Yang
Ditanggung Oleh Kerajaan Melalui Kaedah
Public Toilets;
E-Billing;
14. Proposal to Improve the Services of the
13. Cadangan Penambahbaikan Dalam
Pengurusan Tandas Awam; KTMB Commuter;
14. Cadangan Penambahbaikan Perkhidmatan 15. Issue of ASTRO Price Increase and Proposal
KTMB Komuter; to Improve Paid Television Services;
15. Cadangan Menambahbaik Perkhidmatan TV 16. Proposal to Formulate Guidelines on

Berbayar dan Isu Kenaikan Harga ASTRO; Orientation Week for Schools with Hostel
Facilities;
16. Cadangan Mengadakan Garis Panduan
17. Proposal to Improve the Online Management
Bagi Minggu Orientasi Sekolah-sekolah
of Associations; and
Berasrama;
17. Cadangan Penambahbaikan Pengurusan 18. Proposal to Improve the Procedures on
Local Official Duty Travel Claims Through
Pertubuhan Secara Atas Talian; dan
HRMIS.
18. Cadangan Penambahbaikan Tatacara
Tuntutan Perjalanan Bertugas Rasmi Di
Dalam Negeri Melalui HRMIS.
Laporan Tahunan 2011 Annual Report | 21

CONTOH KEBERHASILAN KERTAS EXAMPLES OF OUTCOMES OF
JKTPA PAPERS PRESENTED AT PCPC
Cadangan Menyediakan Kemudahan Proposal to Provide Basic Banking Services

Perkhidmatan Perbankan Asas Di at FELDA Schemes Across the Country
Rancangan FELDA Seluruh Negara
Maybank will install four new ATM teller
Maybank akan memasang empat buah mesin machines while Bank Simpanan Nasional
ATM baru manakala Bank Simpanan Nasional (BSN) will sign an MOU with FELDA to set up
(BSN) akan menandatangani MOU dengan 15 pioneer banking facilities at chosen FELDA
FELDA untuk mengadakan 15 lokasi perintis Schemes.
urus niaga perbankan di rancangan FELDA.
Bank Negara Malaysia (BNM) has drawn up
Bank Negara Malaysia (BNM) telah the following initiatives to achieve the target
menggariskan inisiatif-inisiatif of providing basic banking services in remote
berikut bagi merealisasikan hasrat areas, particularly in Sabah, Sarawak and
menyediakan perkhidmatan perbankan FELDA Schemes, such as:
asas di kawasan pedalaman khususnya
Sabah, Sarawak dan Rancangan FELDA, iaitu: 1. Financial institutions will appoint
respective agents in remote areas and as
1. Melalui perbankan agen (agent banking), stated in Budget 2012, BSN will appoint
institusi kewangan akan melantik agen agents in the outskirts of the country to
masing-masing di kawasan pedalaman. provide banking services, which include
Seperti mana yang dibentangkan dalam savings transactions, withdrawals and bill
Bajet 2012, BSN akan melantik agen- payments. BSN will appoint 5,000 agents
agen di kawasan luar bandar di seluruh by 2015 of which 1,500 will be appointed in
negara untuk menyediakan perkhidmatan 2012.
perbankan meliputi transaksi simpanan,
2. BNM, in cooperation with the Malaysian
pengeluaran dan pembayaran bil. Pihak
Electronic Clearing Corporation (MyClear)
BSN akan melantik sejumlah 5,000
will start a comprehensive mobile banking
agen menjelang 2015 yang mana 1,500
initiative that can be used by all mobile
daripadanya dilantik dalam tahun 2012.
phones. This initiative will have its pilot run
2. BNM dengan kerjasama Malaysian by the end of 2011.
Electronic Clearing Corporation (MyClear)
akan menjalankan inisiatif perkhidmatan
perbankan mudah alih (mobile banking)
yang dibangunkan secara bersepadu
dan boleh diguna pakai dengan semua
ATM
jenis telefon bimbit. Bagi membolehkan
pelanggan membuat pertanyaan baki
akaun, pindahan wang dan pembayaran
bil, inisiatif ini akan dijalankan secara pilot
menjelang hujung tahun 2011.

Cadangan Penambahbaikan Dalam Proposal to Improve the Management of

Pengurusan Tandas Awam Public Toilets
Cadangan Garis Panduan Pengauditan dan The proposed guidelines for audit and grading
Penggredan Tandas Awam telah dibentangkan of public toilets was presented and passed at
dan diluluskan di peringkat Kementerian Ministry’s level on 6 December 2011. The audit on
pada 6 Disember 2011. Pengauditan ke atas toilets at government ministries and departments
tandas yang terdapat di kementerian dan in the vicinity of Putrajaya will be carried out in
jabatan kerajaan di sekitar Putrajaya yang February 2012. This will be conducted jointly with
akan dilaksanakan pada Februari 2012. the Ministry of Housing and Local Government,
Pengauditan ini akan dilaksanakan secara MAMPU and Putrajaya Holdings. The working
bersama oleh Kementerian Perumahan dan paper on the Management of School Toilets will
Kerajaan Tempatan, MAMPU dan Perbadanan be presented to the 3K Committee meeting at
Putrajaya. Kertas kerja berkaitan Pengurusan the Ministry of Education in January 2012. A
Tandas-Tandas Di Sekolah-Sekolah akan meeting with the Ministry of Tourism and local
dibentangkan pada Mesyuarat Jawatankuasa authorities that have tourist attractions and
3K di Kementerian Pelajaran Malaysia yang those that have many food outlets will be held
dijadualkan pada bulan Januari 2012. Manakala, in January 2012 as well.
satu mesyuarat bersama Kementerian
Pelancongan dan pihak berkuasa tempatan Proposal to Improve the Services of the
(PBT) yang mempunyai tempat-tempat KTMB Commuter
pelancongan serta PBT yang mempunyai
banyak premis makanan, akan diadakan pada
With the 38 sets of 6-coach trains that have
bulan Januari 2012.
been newly acquired and outfitted in stages,
the frequency of the commuter trains will be
Cadangan Penambahbaikan Perkhidmatan
increased from every 30 minutes to every 10
KTMB Komuter
minutes during peak times effective from June
2012. The KTM Commuter has integrated
Dengan perolehan dan pembekalan secara
the ticket system with the Touch N Go since
berperingkat 38 set tren enam koc baharu,
2005 and the integrated network maps are
kekerapan komuter dapat ditingkatkan daripada
displayed at all commuter stations. This serves
setiap 30 minit kepada 10 minit di waktu
as a guide when commuters need to transfer
puncak pada bulan Jun 2012. KTM Komuter
between two KTM Commuter routes. With
telah mengintegrasi sistem tiket dengan sistem
regard to cleanliness, the scope of the cleaning
Touch N Go sejak tahun 2005 dan peta jaringan
contract will be expanded. The Digital Crowd
bersepadu di Lembah Klang telah dipamerkan
Management System displays the real-time
di stesen-stesen komuter. Ia sebagai panduan
situation and status of commuters at the
untuk transfer antara dua laluan KTM Komuter.
platform in KL Sentral. Twitter@ktmkomuter
Bagi kebersihan stesen, kontrak kerja-kerja
was created to directly update users of the
pembersihan akan diperluaskan. Sistem
status and location of trains.
Digital Crowd Management mempamerkan
situasi semasa dan status penumpang di
platform di KL Sentral. Twitter@ktmkomuter
diwujudkan bagi mengemaskini status dan
lokasi tren secara terus kepada pengguna.

Cadangan Menambahbaik Perkhidmatan TV Issue of ASTRO Price Increase and Proposal

Berbayar dan Isu Kenaikan Harga ASTRO to Improve Paid Television Services;
Astro telah memperkenalkan satu saluran ASTRO has introduced a channel called Baby
iaitu Baby TV yang ditawarkan secara ala TV that is offered as an ala carte item where
carte di mana pelanggan boleh memilih untuk customers can access this channel at an
melanggan saluran ini dengan kadar RM5 additional cost of RM5 a month to their existing
sebulan sebagai tambahan langganan. Dari subscription. This additional cost, is relatively
aspek kos, caj langganan bagi tawaran secara more expensive than the charge for the existing
ala carte ini adalah lebih mahal sekiranya package which delivers numerous channels.
dibandingkan dengan caj pakej sedia ada yang
mengandungi beberapa saluran. A meeting of the Malaysian Communication
and Multimedia Commissioners have decided
Mesyuarat Anggota Suruhanjaya Komunikasi that a Special Committee be established aimed
dan Multimedia Malaysia telah memutuskan at making a compliance assessment on Measat
supaya Jawatankuasa Khas Suruhanjaya Broadcast Network Systems with regard to the
ditubuhkan bertujuan membuat penilaian ke change in rates for ASTRO packages under Section
atas pematuhan Syarikat Measat Broadcast 198 of the Communications and Multimedia Act
Network Systems berhubung dengan perubahan 1998. This Committee is expected to present
kadar pakej ASTRO di bawah Seksyen 198 their findings at the Commissioners Meeting.
Akta Komunikasi dan Multimedia 1998.
Jawatankuasa ini dikehendaki mengemukakan
Since its establishment on 19 January 2012,
perakuan serta syor kepada Mesyuarat Anggota
a total of 5 consultations have been held with
Suruhanjaya.
various parties including ASTRO. A meeting has
been scheduled for early or end of April 2012
Semenjak penubuhannya pada 19 Januari and the results of the assessment will be tabled
2012, sebanyak 5 pertemuan telah diadakan and a decision made to resolve the issue.
dengan pelbagai pihak termasuk ASTRO. Satu
mesyuarat telah dijadualkan pada akhir atau Initiative to Improve the Handling of Police
awal April 2012 dan hasil kajian penilaian Reports for Road Accidents
perubahan kadar pakej ASTRO beserta syor akan
dibentangkan dan diputuskan penyelesaiannya.
MAMPU and the Royal Malaysia Police (RMP)
have identified the need for cooperation in
Inisiatif Penambahbaikan Pengendalian
developing an e-reporting module and to
Repot Polis Bagi Kemalangan Jalan Raya
integrate it with the Police Reporting System
(PRS) to enable online police report. Currently,
MAMPU dan Polis DiRaja Malaysia (PDRM)
an e-Reporting prototype module, integrated
telah mengenal pasti keperluan dan
with PRS, is being developed to provide this
pendekatan kerjasama dalam membangunkan
facility.
modul e-reporting dan integrasi dengan Police
Reporting System (PRS) bagi mewujudkan
kemudahan membuat laporan polis secara
online. Buat masa ini, pembangunan prototype
modul e-Reporting dan integrasi dengan
PRS bagi mewujudkan kemudahan membuat
laporan polis secara online telah dibangunkan.

Cadangan Penambahbaikan Perkhidmatan Proposal to Improve the Services of the Light

Sistem Transit Aliran Ringan (LRT) Rail Transit (LRT) System
Isu yang kerap dihadapi orang ramai adalah Issues that are frequently raised include delayed
kelewatan tren atau ketepatan waktu, urusan trains or punctuality, ticketing, the attitude of
tiket, sikap warga kerja serta pelbagai the workers as well as the various facilities for
kemudahan untuk orang kurang upaya, warga the disabled, senior citizens and students. The
emas dan para pelajar. Syarikat Prasarana Syarikat Prasarana Negara Berhad has created
Negara Berhad telah mewujudkan jawatan a Station Master position to improve the
Ketua Stesen bagi memantapkan pengurusan management of the LRT stations with a focus
stesen LRT dengan fokus penambahbaikan on improving Customer Service and facilities
kepada Khidmat Pelanggan dan kemudahan available at the station. The Station Master will
yang terdapat di stesen. Ketua Stesen turut be assisted by trained and skilled technicians.
dibantu oleh juruteknik-juruteknik terlatih. There are various avenues available to channel
Pelbagai saluran disediakan bagi menyalurkan information and receive suggestions or
informasi dan menerima aduan atau cadangan complaints from customers and all complaints
dari pelanggan. Semua aduan yang diterima will be promptly attended to.
diambil tindakan segera.
Proposal to Resolve the Collection Problem
Cadangan Mengatasi Masalah Kutipan of Loan Repayment from Defaulting
Bayaran Balik Pinjaman Pendidikan Borrowers of the National Higher Education
Perbadanan Tabung Pendidikan Tinggi Corporation Fund (PTPTN) Loans
Nasional (PTPTN) Daripada Peminjam
Ingkar
PTPTN is facing a problem collecting repayment
of loans given out, as borrowers have defaulted
PTPTN menghadapi masalah kutipan bayaran
in payments. According to the Auditor-General’s
balik pinjaman pendidikan daripada Peminjam
Report 2009, PTPTN is expected to experience
Ingkar. Menurut Laporan Ketua Audit Negara
a cash flow deficit of RM45.89 billion until 11th
Tahun 2009, PTPTN dijangka akan mengalami
Malaysia Plan (RMK-11). PCB proposed that a
defisit aliran tunai berjumlah RM45.89 bilion
briefing on the responsibility of paying back the
sehingga RMK-11. BPA telah mencadangkan
PTPTN loan for the borrowers in the final year
taklimat berkenaan tanggungjawab pembayaran
of study at Public/Private Institutes of Higher
balik pinjaman PTPTN kepada para peminjam
Education (IPTA/IPTS). This is to remind
di tahun terakhir pengajian di IPTA/IPTS.
students of their responsibility, morally and
Ini bertujuan untuk mengingatkan para
legally to repay the loan amount. This briefing
pelajar terhadap tanggungjawab membayar
began in the September 2011 semester. With
balik pinjaman PTPTN. Ianya telah mula
regard to PCB’s proposal that the borrower’s
dilaksanakan pada semester September 2011.
salary be deducted, a concept similar to the
Berhubung dengan cadangan BPA mengenai
Employees Provident Fund (EPF) and Inland
potongan gaji sepertimana konsep potongan
Revenue Board (IRB) deductions, PTPTN has
gaji bagi caruman Kumpulan Wang Simpanan
held discussions with several ministries and
Pekerja dan Lembaga Hasil Dalam Negeri,
government agencies such as the Ministry of
PTPTN juga telah mengadakan perbincangan
Finance, the Attorney General’s Chambers
dengan beberapa kementerian dan agensi
and Inland Revenue Board, to come up with a
kerajaan seperti Kementerian Kewangan,
method that will help borrowers to clear their
Jabatan Peguam Negara dan Lembaga Hasil
PTPTN loan.
Dalam Negeri. Tujuannya bagi mewujudkan
satu kaedah untuk memudahkan peminjam
menjelaskan bayaran PTPTN.

Cadangan Penambahbaikan Pengurusan Proposal to Improve the Management of

Aduan Suruhanjaya Pengangkutan Awam Complaints at the Land Public Transport
Darat (SPAD) Commission (SPAD)
Ekspektasi rakyat kepada agensi awam semakin The public service delivery must meet the
meningkat sejajar dengan peredaran masa di expectations of a more discerning and
mana mereka tidak mudah berpuas hati dengan demanding citizens. With globalisation and
perkhidmatan yang diterima. Rakyat akan technological advancements, the citizens expect
membuat aduan apabila tidak berpuas hati the best delivery system and will complain if
dengan perkhidmatan yang diberikan. Walaupun they are not satisfied with the services provided.
SPAD menyediakan talian bebas tol 1-800-889- While SPAD has a Toll-free line 1-800-889-
600 (24 jam), SMS 15888, email aduan@lpkp. 600 (24 hours), SMS 15888, email: aduan@
gov.my atau aduan@spad.gov.my, surat, faks di lpkp.gov.my or aduan@spad.gov.my, fax line
talian 03-8880 5621 dan melalui kaunter SPAD 03-88805621 and over the counter at every
di setiap wilayah, aduan yang diterima hanya region, complaints are recorded manually. As
direkodkan secara manual. Sebagai langkah an improvement initiative, SPAD has begun
penambahbaikan, SPAD telah menggunakan using i-SPAAA from October 2011 as proposed
i-SPAAA mulai Oktober 2011 seperti by PCB in the management of complaints. New
dicadangkan oleh BPA dalam pengurusan Standard Operating Procedure (SOP) have been
aduan. SOP baru telah dibangunkan khusus formulated particularly for enforcement and
untuk penguatkuasaan dan dilaksanakan mulai were implemented beginning 11 July 2011.
11 Julai 2011.
A Proposal to Formulate Guidelines
Cadangan Mengadakan Garis Panduan on the Establishment of Nurseries and
Penubuhan Taska Dan Tadika Di Kawasan Kindergartens in Residensial Areas
Taman Perumahan
There are an increasing number of complaints
Aduan berkaitan dengan penubuhan dan
regarding the setting up of nurseries and
operasi taska dan tadika di kawasan-kawasan
kindergartens at housing estates and sometimes
perumahan dan di lokasi yang sama semakin
in the same location that has disrupted the
bertambah. Keadaan ini berlaku kerana
neighbourhood. This has become a problem
tiadanya satu garis panduan yang boleh
because there have been no standard guidelines
dipatuhi oleh pihak berkuasa tempatan dalam
that can be adhered to by local authorities
mengeluarkan lesen dan memberi kebenaran
to issue licences and provide approvals for
premis diguna sebagai taska atau tadika.
these premises to be used as nurseries or
Berasaskan cadangan BPA, garis panduan telah
kindergartens. Based on the proposal by PCB,
disediakan oleh Kementerian Perumahan dan
the guidelines were prepared by the Ministry of
Kerajaan Tempatan dan diluluskan oleh Jemaah
Housing and Local Government and passed by
Menteri pada 9 Disember 2011.
the Cabinet on 9 December 2011.

strategy
“Kerajaan perlu membangunkan strategi yang jelas
untuk “apabila” dan “bagaimana”, di mana pelaksanaan
pragmatik diutamakan antara apa yang mungkin paling
berkesan.”
“Government must develop a clear strategy for the

“when” and the “how”, focused above all on the
pragmatic implementation of whatever is likely to be most
effective.”
Sir Michael Barber

CARTA ORGANISASI | Organisational Chart
Ketua Pengarah
Director-General
Penasihat Undang-Undang Unit Komunikasi Korporat

Legal Advisor Corporate Communications Unit
Program Pengurusan Program Aduan Awam

Management Programme Public Complaints Programme
Unit Penyelarasan &

Unit Pentadbiran Am Keurusetiaan
Co-ordination &
General Administration Unit
Secretariat Unit
Unit Kewangan Unit Pemantauan

Finance Unit Monitoring Unit
Bahagian
Unit Sumber Manusia Perancangan, Unit Inovasi
Inovasi & Innovation Unit
Human Resource Unit
Penyelarasan
Planning,
Unit Teknologi Maklumat Innovation &
Information Technology Unit Co-ordination
Division
Unit Pengurusan Aset

Asset Management Unit Bahagian Unit Aduan 1
Pengurusan Complaints Unit 1
Aduan
Complaints
Unit Aduan 2
Management
Complaints Unit 2
Division
Unit Aduan 3
Complaints Unit 3
Unit Aduan 4
Complaints Unit 4
Unit Aduan 5
Complaints Unit 5
Pulau Pinang/ Melaka/ Johor Terengganu/ Sarawak

Kedah/Perlis Negeri Sembilan Kelantan
Perak Selangor Kuala Pahang Sabah
Lumpur
change
“...untuk melakukan proses anjakan dan pembaharuan,
kita memerlukan sektor awam bukan sahaja
memahami realiti semasa tetapi mempunyai kemahuan
dan berani membuat perubahan.”
“...to make a shift and renewal happen, we need the public

sector to not only understand the current reality but also
to have the desire and courage to make a change.”
YAB Dato’ Sri Mohd Najib bin Tun Haji Abdul Razak
Majlis Perdana Perkhidmatan Awam Ke-10
10th Premier Civil Service Dialogue
Dato’ Dr. Tam Weng Wah
KETUA PENGARAH | DIRECTOR-GENERAL
Md. Zin bin Musa | Azlan bin Man Rogayah binti A. Bakar
Timbalan Ketua Pengarah (Aduan) Timbalan Ketua Pengarah
Deputy Director-General (Complaints) (Pengurusan)
hingga 24 Julai | mulai 25 Julai Deputy Director-General
until 24 July | effective 25 July (Management)
Wan Ali bin Wan Husin | Lee Soon Hoe Aziz bin Ismail | Hee Hon Ming Tengku Adnin bin Tengku Adnan
Pengarah Bahagian Khidmat Pengurusan Pengarah Bahagian Pengarah Bahagian
Director of Management Services Division Pengurusan Aduan Perancangan, Inovasi dan Penyelarasan
hingga 16 Oktober | mulai 17 Oktober Director of Complaints Director of
until 16 October | effective 17 October Management Division Planning, Innovation and Co-ordination
hingga 28 November | mulai 1 Disember Division
until 28 November | effective 1 December
Azlan Shah bin Abdul Latif | Halizah binti Osman
Pengarah BPA Pahang
Director of PCB Pahang
hingga 12 September | mulai 17 Oktober
until 12 September | effective 17 October
Adnan bin Mohd Nasir | Wan Ali bin Wan Husin

Pengarah BPA Kuala Lumpur
Director of PCB Kuala Lumpur
hingga 16 Oktober | mulai 17 Oktober
until 16 October | effective 17 October
Phillip Stephen Shim | Biti anak Anggot

Pengarah BPA Sarawak
Director of PCB Sarawak
hingga 14 Julai | mulai 8 Ogos
until 14 July | effective 8 August
Ahmad Samuri bin Mohd Dahlan | Abdul Razak bin

Abdul Latif
Pengarah BPA Selangor
Director of PCB Selangor
hingga 17 Oktober | mulai 17 Oktober
until 17 October | effective 17 October
Mahpof bin Mahmood | Rosma Wati binti Mohd Tahir
Pengarah BPA Melaka
Director of PCB Melaka
hingga 14 Julai | mulai 1 Oktober
until 14 July | effective 1 October
Marshall Theagarajah A/L S. J Rajaiah

Pengarah BPA Johor
Director of PCB Johor
Wee Lip Ping

Pengarah BPA Terengganu/Kelantan
Director of PCB Terengganu/Kelantan
Md Din bin Jusoh

Pengarah BPA Pulau Pinang/Kedah/Perlis
Director of PCB Pulau Pinang/Kedah/Perlis
Georgie Abas
Pengarah BPA Sabah
Director of PCB Sabah
`
Wan Zulkiffeli bin Wan Hassan
Pengarah BPA Perak
Director of PCB Perak
VISI | VISION Menjadi sebuah organisasi utama yang menyumbang kepada pencapaian kecemerlangan
perkhidmatan awam melalui penyelesaian aduan awam.
To be a key organisation which contributes towards excellence in public service through
resolving public complaints.
Untuk menyelesaikan aduan dengan cekap, adil dan berkesan berdasarkan Piagam
Pelanggan BPA;
To resolve complaints efficiently, fairly and effectively as stipulated in PCB Clients’ Charter;
Untuk meningkatkan kadar penyelesaian aduan yang diterima daripada orang awam;
To improve the resolution rate of complaints received from the public;
Untuk menyedia dan meningkatkan kemudahan membuat aduan kepada orang awam;
To provide and improve the facilities for the public to lodge complaints;
OBJEKTIF | OBJECTIVES
Untuk mengurangkan aduan yang berulang-ulang terhadap perkhidmatan awam;

To reduce recurring complaints on the public service;
Untuk memperkenalkan pembaharuan dan inovasi berasaskan aduan awam;

To introduce transformation and innovation based on public complaints;
Untuk memberi khidmat nasihat kepada agensi bagi meningkatkan sistem pengendalian
aduan awam yang berkesan;
To provide advisory services to agencies to enhance the effectiveness of the public
complaints management system;
Untuk mengesan isu-isu yang boleh menjadi punca aduan orang awam; dan
To identify issues that are the sources of public complaints; and
Untuk mendapatkan maklum balas orang ramai bagi menjayakan program pembangunan
kerajaan.
To obtain public feedback to ensure the success of government development programmes.
MISI | MISSION
Menyelesaikan aduan awam dengan cepat, adil dan mesra serta menerima maklum
balas awam mengenai dasar dan program Kerajaan untuk meningkatkan kualiti hidup
rakyat Malaysia.
To resolve complaints in a prompt, fair and courteous manner as well as to obtain public
feedback on Government policies and programmes thereby enhancing the quality of life
of all Malaysians.
Kami komited kepada perkhidmatan dan layanan yang berkualiti dan berdedikasi
dalam penyelesaian aduan bagi memenuhi kehendak pelanggan selaras dengan
DASAR KUALITI |
QUALITY POLICY
Sistem Pengurusan Kualiti yang diwujudkan.
We are committed to deliver quality service and are dedicated to resolving complaints
to fulfill the clients’ needs in accordance with the Quality Management System.
Kami juga komited membuat penambahbaikan yang berterusan ke atas Sistem

Pengurusan Kualiti dan menilai semula semua objektif kualiti yang ditetapkan bagi
memastikan ianya sentiasa sesuai mengikut kehendak pelanggan.
We are also committed to continuously improving the Quality Management System and
reviewing the set quality objectives to ensure they are relevant to the needs of the clients.
PIAGAM PELANGGAN |
CLIENTS’ CHARTER
Mengurus dan menyelesaikan aduan orang ramai terhadap agensi-agensi awam
dalam tempoh 15 hari bekerja.
To manage and resolve public complaints on government agencies within 15 working
days.
AMANAH
TRUSTWORTHY
BENAR
TRUTHFUL BIJAKSANA
WISDOM
CODE OF ETHICS
KOD ETIKA
ADIL DAN SAKSAMA

FAIR AND JUST
TELUS
TRANSPARENT
BERSYUKUR
GRATEFUL
BERDEDIKASI
DEDICATED
PROFESIONAL
PROFESSIONAL
Hubungi kami di:
Contact us at:
Laman Web BPA/PCB Website
www.pcb.gov.my
www.pcb.gov.my
COMPLAINTS CHANNEL
Sistem Pesanan Ringkas/Short Message Service
SALURAN ADUAN
BPA ADUAN [aduan anda] ke nombor 15888
BPA ADUAN [your complaints] to 15888
SMS 15888
Faks/Facsimile
03-8888 7778/03-8888 3748
Alamat Surat-Menyurat/Mailing Address

Peti Surat 9000,
50590 Kuala Lumpur
PO Box 9000
50590 Kuala Lumpur
Telefon/Telephone
03-8872 5777
Hadir Sendiri/Walk-in
Pejabat BPA dan Pejabat BPA Negeri
PCB Headquarters and State Offices
Program Proaktif
Kaunter Aduan Bergerak (KAB)
Kaunter Aduan Bergerak Bersepadu (KABB)
Program Mesra Rakyat (MESRA)
Program Penyelesaian Aduan Segera (IPSP)
Proactive Programmes
Mobile Complaints Counter (MCC)
Integrated Mobile Complains Counter (IMCC)
Mesra Rakyat Programme (MESRA)
Instant Problem Solving Programme (IPSP)
Sebagaimana agensi-agensi awam yang lain, penubuhan BPA bertujuan memberi
KEY PERFORMANCE INDICATORS perkhidmatan kepada rakyat. Dalam hubungan ini, Petunjuk Prestasi Utama
PETUNJUK PRESTASI UTAMA
(KPI) diwujudkan sebagai kayu ukur prestasi ke atas skop kerja yang telah
dipertanggungjawabkan.
Ia mencakupi tiga dimensi utama, iaitu perkhidmatan pelanggan, pembelajaran dan

pembangunan serta proses dalaman. Bagaimanapun, masih terdapat ruang dan peluang
bagi BPA mempertingkatkan prestasinya dalam segenap aspek serta diperkaya dengan
semangat baru yang berfokuskan sedia berkhidmat dengan cepat, adil dan mesra demi
kepentingan rakyat keseluruhannya.
PCB, as in all public agencies, has been established to provide service to the public. In this
regard, Key Performance Indicators (KPIs) were established as performance measures for
the scope of work that has been entrusted to PCB.
The KPIs encompass three main dimensions, namely customer service, learning and
development and internal processes. However, there is always room and opportunity for
PCB to enhance its performance in all aspects as well as be revitalized with new vigor by
focussing on providing prompt, fair and courteous service in the interest of the public at large.
Petunjuk Prestasi Utama BPA Tahun 2011

Key Performance Indicators of PCB in 2011
Dimensi Aktiviti Pencapaian

KPI
Penyelesaian Aduan
93% 97.7%
Complaints Resolution
Penyelesaian Aduan Dalam 15 Hari Bekerja
50% 57.2%
Complaints Resolved Within 15 Working Days
Perkhidmatan
Pelanggan Kepuasan Pelanggan Luaran (Cemerlang & Baik)
90% 84.2%
Customer Services External Customer Satisfaction (Excellent & Good)
Audit Pengurusan Aduan di Semua Kementerian
100% 100%
Complaints Management Audit in All Ministries
Kepuasan Pelanggan Dalaman (Cemerlang & Baik)
85% 64.7%
Internal Customer Satisfaction (Excellent & Good)
Latihan Modal Insan (7 Hari Berkursus)
Pembelajaran & 95% 98%
Human Capital Training (7 Days of Training)
Pembangunan
Learning & Penilaian Impak Latihan (Amat Berfaedah &
Development Berfaedah) 90% 76%
Evaluation of Training Impact (Very Useful & Useful)
Perbelanjaan
95% 96.3%
Expenditure
Proses Dalaman 100%
Internal Processes Pengurusan Bil/Bills Management (<7 hari/days:
Pembayaran Dalam 14 Harii 100% 99.9%)
Payment Within 14 Days (8-14 hari/days:
0.1%)
PENGENALAN INTRODUCTION
Pengurusan Aduan Awam Public Complaints Management
Dalam era teknologi maklumat dan komunikasi In an era where technological advancements
yang berkembang pesat dan pantas ini serta in information and communication are
arus globalisasi yang melanda dunia masa kini, continually surging ahead in tandem with rapid
ekspektasi dan pengharapan rakyat terhadap globalisation, the demands and expectations by
perkhidmatan yang dibekalkan oleh agensi- the ever-discerning citizens toward the services
agensi awam semakin meningkat. Melalui of the public sector have also increased. The
maklumat yang diperolehi daripada pelbagai citizens, as clients, expects the best service from
sumber, rakyat menjadi lebih berinformasi dan public agencies and rightfully so. Government
mengetahui hak-hak mereka sebagai pelanggan agencies are expected to respond by being
yang berhak mendapatkan perkhidmatan prompt, efficient and transparent in carrying
terbaik daripada agensi awam. Rakyat out their duties with integrity as well as in being
mengharapkan agensi-agensi kerajaan dapat sensitive to the demands of their clients.
melaksanakan tugas dengan lebih cepat, tepat,
telus, berintegriti dan memahami kehendak
rakyat sebagai pelanggan.
Kegagalan agensi awam melaksanakan sesuatu The failure to deliver service in a prompt and
urusan dengan sempurna dan dalam tempoh effective manner within a reasonable period
masa yang munasabah akan menjejaskan of time will affect the trust and confidence of
keyakinan dan kepercayaan rakyat terhadap the citizens in the respective agencies. This will
agensi tersebut. Aduan yang tidak diselesaikan impact the citizens’ perception and inevitably
dengan sewajarnya juga mampu meruntuhkan erode their trust in the public sector. In this
tembok kepercayaan terhadap agensi awam di regard, government agencies must constantly
kalangan orang awam. Sehubungan itu, agensi and consistently be evolving itself to find
kerajaan perlu mencari formula baru demi ways to meet the demands of the citizens and
memenuhi kehendak pelanggan, seterusnya consequently provide them with maximum
memberi kepuasan maksimum kepada mereka. satisfaction.

PENGENALAN INTRODUCTION
Salah satu daripadanya ialah melalui penekanan One of the ways is to emphasise effective
kepada aspek pengurusan aduan yang berkesan. management of complaints. In this context, it is
Dalam konteks ini, agensi perlu lebih responsif imperative that the agency be more responsive
terhadap aduan-aduan yang disuarakan to the complaints by making sure that each
pelanggan mereka di mana setiap aduan complaint is thoroughly investigated until the
perlu disiasat sehingga dapat mengenalpasti root cause is identified. The responsibility of
puncanya. Tanggungjawab menguruskan dan managing and resolving the complaints rest
menyelesaikan aduan secara hakikinya terpikul squarely on the shoulders of each respective
di bahu setiap agensi itu sendiri. Namun, agency. Having said that, the existence of a
kewujudan sebuah badan pengawas sebagai monitoring body or as a focal point in managing
focal point dalam menguruskan aduan sangat the complaints is essential as it not only helps
mustahak demi membantu memantapkan validate the complaint management but also
pengurusan aduan itu sendiri di samping acts as a second tier for the citizens to ‘lean on’
menjadi barisan kedua (second tier) yang in the hope that their grievances will be heard.
dapat rakyat sandarkan harapan terhadap
rintihan serta keluhan yang mereka suarakan. As such, the Public Complaints Bureau was set
up in 1971 to primarily be the link between the
Justeru, penubuhan Biro Pengaduan Awam public agencies and the general public while
pada tahun 1971 adalah bermatlamat untuk being a channel for the public to submit their
menjadi penghubung antara agensi awam concerns and grievances regarding government
dan orang ramai di samping mewujudkan services or to lodge complaints about
satu saluran yang akan membolehkan mereka administrative actions of the federal government
mengemukakan kesulitan-kesulitan mereka that the public feels is not satisfactory or fair.
berhubung dengan perkhidmatan kerajaan The Government decided to establish the PCB,
atau pengaduan terhadap sesuatu tindakan since it was aware that some sectors of the public
pentadbiran kerajaan persekutuan yang were not getting appropriate response for the
dirasai tidak memuaskan serta tidak adil. Pihak problems they were facing.
Kerajaan membuat keputusan sedemikian
apabila menyedari sebahagian orang awam
tidak mendapat pembelaan sewajarnya ke
atas permasalahan yang mereka hadapi.

SALURAN ADUAN COMPLAINTS CHANNEL
Saluran Aduan Channels for Complaints
BPA menyediakan beberapa saluran bagi PCB has provided the public various ways
memudahkan orang ramai membuat to facilitate the channelling of complaints,
aduan termasuk program proaktif. Secara including through proactive programmes.
keseluruhannya, saluran elektronik (e-mel dan Overall, the electronic channel (e-mail and
laman web) menjadi pilihan utama orang ramai website), which received a total of 5,978 (44.8%)
dan menerima sejumlah 5,978 (44.8%) aduan, complaints, seemed to be the preferred mode
manakala program proaktif adalah kedua used by the public, while complaints received
tertinggi dengan jumlah aduan sebanyak 2,493 through the proactive programmes, totalled
(18.7%). 2,493 (18.7%).
Elektronik/Electronic
Program Proaktif/Proactive Programmes

755 (5.7%)
976 (7.3%)
21 (0.2%) Menangani Aduan Sebelum Jadi Aduan/
1,183 (8.9%) PCB as a Proactive Complainant
7 (0.1%)
Surat, Faks & Borang Kaunter Aduan
Jabatan/Letters, Fax & Department Counter
Complaints Form
Hadir Sendiri/Walk-in
1,943 (14.5%) 5,978
(44.8%)
Telefon/Telephone
2,493 (18.7%)
Lain-lain/Others
SMS (15888)

SALURAN ADUAN COMPLAINTS CHANNEL
Perbandingan sumber penerimaan aduan The comparison between the years 2010 and
bagi tahun 2010 dan 2011 menunjukkan 2011, indicates that the electronic mode is
bahawa saluran elektronik merupakan saluran the preferred channel for the public to lodge a
utama yang digunakan oleh pengadu untuk complaint. Through this mode, the complainant
mengemukakan aduan. Dengan menggunakan can lodge a complaint anytime and anywhere at
kaedah ini, pengadu tidak perlu bergerak jauh one’s convenience.
semata-mata untuk mengemukakan aduan dan
aduan boleh dikemukakan pada bila-bila masa
sahaja mengikut kelapangan pengadu.
Perbandingan Saluran Penerimaan Aduan Bagi Tahun 2010 dan 2011
Comparison of Complaints Channels in 2010 and 2011
2010 2011
Saluran
Channel Jumlah Jumlah
% %
Total Total
Elektronik
6,065 41.3 5,978 44.8
Electronic
Program Proaktif
2,532 17.2 2,493 18.7
Proactive Programmes
Menangani Aduan Sebelum Jadi Aduan (MASJA)
2,052 14.0 1,943 14.5
PCB as a Proactive Complainant
Surat, Faks dan Borang Kaunter Aduan Jabatan
Letters, Fax, and Department Counter Complaints 1,586 10.8 1,183 8.9
Form
Hadir Sendiri
1,208 8.2 976 7.3
Walk-in
Telefon
1,036 7.0 755 5.7
Telephone
Lain-Lain
201 1.4 21 0.2
Others
SMS (15888) 20 0.1 7 0.1
Jumlah
14,700 100 13,356 100
Total

PROGRAM PROAKTIF PROACTIVE PROGRAMMES
Program Proaktif Proactive Programmes
BPA buat julung kalinya telah memperkenalkan PCB first introduced a proactive programme in
program proaktif yang dikenali sebagai Litaran 1989 called the PCB Circuit. This was further
BPA pada tahun 1989. Program ini telah consolidated in 2001 and while it was renamed
dimantapkan pada tahun 2001 dan dikenali the Mobile Complaints Counter (MCC), the
pula sebagai Kaunter Aduan Bergerak (KAB), concept and approach of PCB Circuit was
tetapi konsep dan pendekatannya masih maintained. As the response to this programme
dikekalkan. Memandangkan program ini was encouraging with a positive impact on
mendapat sambutan dan memberi impak yang the citizens and agencies, the concept evolved
positif kepada rakyat dan agensi, konsepnya and widened in 2002 to become the Integrated
dilebarkan kepada Kaunter Aduan Bergerak Mobile Complaints Counter (IMCC ) and Mesra
Bersepadu (KABB) dan Program Mesra Rakyat Programme (MESRA). All of these programmes,
(MESRA) pada tahun 2002. Kesemua program whether implemented solely by PCB or in
tersebut, sama ada dilaksanakan oleh BPA collaboration with various agencies through
secara bersendirian atau dengan kerjasama open dialogues, are to ensure the general public,
pelbagai agensi, bertujuan untuk memastikan especially those who are illiterate, who are not
orang ramai terutama yang buta huruf, tiada computer savvy or have problems contacting or
kebolehan menggunakan komputer dan yang communicating with the respective agencies, are
mempunyai masalah untuk berkomunikasi able to resolve issues efficiently and effectively.
dengan agensi-agensi dalam penyelesaian
masalah secara lebih terbuka dan cepat.

Program Proaktif Proactive Programmes
Dalam tahun 2011, BPA telah mengadakan 210 In 2011, PCB conducted 210 proactive
program proaktif, iaitu 123 program KAB, 29 programmes, of which 123 were MCC; 29 IMCC;
program KABB, 10 Program MESRA serta 48 10 MESRA as well as 48 Instant Problem Solving
Program Penyelesaian Aduan Segera (IPSP). Programmes (IPSP). Throughout 2011, PCB
Program proaktif BPA sepanjang tahun 2011 Proactive Programmes attracted 25,672 visitors
telah berjaya menarik 25,672 pengunjung and received 2,493 complaints. PCB provided
dan mengumpul 2,493 aduan. Sebanyak 6,468 advisory services to 6,468 visitors while the
khidmat nasihat telah diberikan. Di samping public also had the opportunity to seek advice
itu, orang ramai juga berpeluang mendapat from other agencies that participated in the
khidmat nasihat daripada agensi-agensi programmes. PCB monitors the progress of the
yang menyertai program. BPA memantau complaints received during these proactive
perkembangan aduan yang berbangkit programmes to ensure they are appropriately
semasa program-program tersebut bagi resolved. A summary of the programmes
memastikan penyelesaian dibuat sewajarnya. conducted is given in the table below:
Maklumat ringkasan program-program yang
dijalankan adalah seperti di jadual berikut:
Program Proaktif Bagi Tahun 2011

Proactive Programmes in 2011
Bil. Program
Bil. Khidmat
Program Dijalankan Bil. Pelanggan Bil. Aduan
Nasihat
Programme No. of Programmes No. of Attendees No. of Complaints
No. of Advices
Conducted
KAB
123 10,596 3,247 845
MCC
KABB
29 9,739 3,176 1,226
IMCC
MESRA 10 4,829 45 395
IPSP 48 508 0 27
Jumlah
210 25,672 6,468 2,4 2,493
Total

Bilangan Program Proaktif Yang Dijalankan Mengikut Negeri Dalam Tahun 2011
Number of Proactive Programmes Conducted in 2011 by State
Bilangan Program
Number of Programmes
Bil. Lokasi
No. Location
KAB KABB Jumlah
MESRA
MCC IMCC Total
1. Pahang 15 3 1 19
2. Sarawak 13 3 1 17
3. Sabah 13 3 1 17
4. Johor 12 3 1 16
5. Selangor 12 3 1 16
Wilayah Persekutuan Kuala Lumpur

6. 12 2 1 15
Kuala Lumpur Federal Territory
7. Perak 11 3 1 15
8. Kedah 7 2 0 9
9. Melaka 8 0 1 9
10. Kelantan 7 2 0 9
11. Terengganu 6 1 1 8
12. Negeri Sembilan 4 3 0 7
13. Perlis 2 1 0 3
14. Pulau Pinang 1 0 1 2
Jumlah
123 29 10 162
Total

Perbandingan Program Proaktif Yang Dijalankan Dalam Tahun 2010 dan 2011
Comparison of Proactive Programmes Conducted in 2010 and 2011
Bil. Program Dijalankan

Bil. Pengunjung Bil. Aduan
No. of Programmes
Program No. of Attendees No. of Complaints
Conducted
Programme
2010 2011 2010 2011 2010 2011
KAB
100 123 6,069 10,596 881 845
MCC
KABB
24 29 5,789 9,739 1,009 1,226
IMCC
MESRA 10 10 4,419 4,829 420 395

Jumlah
134 162 16,277 25,164 2,310 2,466
Total
Kaunter Aduan Bergerak Mobile Complaints Counter (MCC)
Dalam tahun 2011, pejabat BPA negeri telah In 2011, a total of 123 MCC programmes were
berjaya mengadakan 123 program KAB. held by the state PCBs, bringing in 10,596
Seramai 10,596 orang telah mengunjungi KAB, visitors. A total of 845 complaints were lodged
manakala aduan yang terkumpul ialah 845 dan and 3,247 advices were given.
3,247 khidmat nasihat diberikan.

Program KAB Yang Dilaksanakan Dalam Tahun 2011

MCC Programmes Conducted in 2011
Bil. Khidmat Bil. Aduan

Bil. Lokasi Bil. KAB Bil. Pengunjung
Nasihat No. of
No. Location No. of MCC No. of Attendees
No. of Advices Complaints
1. Pahang 15 895 532 105
2. Sarawak 13 4,727 971 135
3. Sabah 13 304 264 40
4. Johor 12 256 173 52
5. Selangor 12 673 279 22

6. 12 299 201 73
7. Perak 11 335 53 25
8. Melaka 8 433 298 64
9. Kedah 7 390 115 120
10. Kelantan 7 890 82 75
11. Terengganu 6 618 73 83
12. Negeri Sembilan 4 169 132 38
13. Perlis 2 590 66 1
14. Pulau Pinang 1 17 8 12
Jumlah
123 10,596 3,247 845
Total

Kaunter Aduan Bergerak Bersepadu Integrated Mobile Complaints Counter
BPA negeri telah berjaya menganjurkan 29 State PCBs hosted 29 IMCC programmes
program KABB dan menarik 9,739 pengunjung. and attracted 9,739 visitors. A total of 1,226
Sebanyak 1,226 aduan telah diterima complaints were received throughout the
sepanjang program diadakan. Selain mengadu, duration of the programmes. Besides lodging
para pengunjung juga berpeluang mendapat complaints with PCB, visitors took the
khidmat nasihat sama ada dari BPA atau opportunity to seek advice on various issues
agensi-agensi kerajaan yang membuka kaunter from PCB or counters of other government
masing-masing. Sejumlah 3,176 khidmat agencies. A total of 3,176 advices were given.
nasihat telah diberikan.

Program KABB Yang Dilaksanakan Dalam Tahun 2011

IMCC Programmes Conducted in 2011
Bil.
Bil. Khidmat
Bil. Tarikh Lokasi Bil. Pelanggan Aduan
Nasihat
No. Date Location No. of Attendees No. of
No. of Advices
Complaints
9 Februari Maju Junction, Kuala
1. 250 60 9
9 February Lumpur
24 Februari
2. Kuala Lipis, Pahang 250 56 34
24 February
1 Mac
3. Kubang Pasu, Kedah 315 92 64
1 March
5 Mac
4. Kuching, Sarawak 250 26 49
5 March
7 Mac
5. Tumpat, Kelantan 215 25 60
7 March
21 Mac
6. Jerantut, Pahang 150 54 12
21 March
7. 12 April Jelebu, Negeri Sembilan 300 55 58
8. 14 April Kemaman, Terengganu 355 9 54
9. 16 April Kota Tinggi, Johor 382 338 39
10. 17 April Kota Kinabalu, Sabah 589 545 45
11. 23 April Kepong, Kuala Lumpur 421 150 17
12. 27 April Langkawi, Kedah 234 119 38
19 Mei
13. Pengkalan Hulu, Perak 150 7 24
19 May
23 Jun
14. Pekan, Pahang 600 166 87
23 June
26 Jun
15. Kota Marudu, Sabah 449 354 92
26 June
12 Julai Kuala Pilah, Negeri
16. 149 129 20
12 July Sembilan
14 Julai
17. Machang, Kelantan 368 16 53
14 July
24 Julai
18. Kempas, Johor 558 433 20
24 July
29 Julai
19. Limbang, Sarawak 121 9 16
29 July

Program KABB Yang Dilaksanakan Dalam Tahun 2011

IMCC Programmes Conducted in 2011
Bil.
Bil. Tarikh Lokasi Bil. Pelanggan Bil. Khidmat Nasihat Aduan
No. Date Location No. of Attendees No. of Advices No. of
Complaints
7 Oktober
20. Sarikei, Sarawak 400 4 33
7 October
8 Oktober
21. Hulu Langat, Selangor 300 21 33
8 October
11 Oktober
22. Perak Tengah, Perak 250 6 73
11 October
16 Oktober
23. Sepang, Selangor 330 17 20
16 October
30 Oktober
24. Putatan, Sabah 364 311 54
30 October
25. 9 November Sabak Bernam, Selangor 300 30 37
26. 10 November Kangar, Perlis 613 15 30
27. 17 November Kuala Kangsar, Perak 700 40 46
28. 26 November Batu Pahat, Johor 182 62 13
29. 30 November Rembau, Negeri Sembilan 194 27 95
Jumlah
9,739 3,176 1,226
Total

Program Mesra Rakyat Mesra Rakyat Programme
Program MESRA merupakan majlis dialog The MESRA programme is basically a dialogue
antara ketua-ketua jabatan peringkat daerah session between district or state level Heads
atau negeri dengan orang awam dan ketua- of Department and the public, leaders of
ketua masyarakat, persatuan-persatuan communities, residents’ associations, fishermen,
penduduk, nelayan, pekebun kecil, penjaja serta smallholders, farmers, hawkers and voluntary
badan sukarela. Pada tahun 2011, sebanyak 10 bodies. In 2011, 10 MESRA programmes were
Program MESRA telah diadakan dan mendapat held with response from 4,829 members of the
sambutan daripada 4,829 anggota masyarakat local community while 395 complaints were
setempat dan 395 aduan telah diterima. received.

Program MESRA Yang Dilaksanakan Dalam Tahun 2011

MESRA Programmes Conducted in 2011
Bil.
Bil. Khidmat
Bil. Tarikh Lokasi Bil. Pelanggan Aduan
Nasihat
No. Date Location No. of Attendees No. of
No. of Advices
Complaints
24 Februari
1. Tapah, Perak 507 23 59
24 February
4 Mac
2. Pontian, Johor 372 25 27
4 March
21 Mac
3. Jerantut, Pahang 700 23 35
21 March
8 Mei
4. Kuala Terengganu, Terengganu 616 18 56
8 May
14 Mei
5. Sibu, Sarawak 396 35 43
14 May
28 Julai
6. Melaka Tengah, Melaka 641 29 57
28 July
7. 29 September Butterworth, Pulau Pinang 521 14 51
15 Oktober
8. PPR Seri Alam, Kuala Lumpur 500 15 0
15 October
22 Oktober
9. Rawang, Selangor 250 15 37
22 October
10. 3 November Sipitang, Sabah 326 27 30
Jumlah
4,829 224 395
Total

Program Penyelesaian Aduan Segera Instant Problem Solving Programme
Program Penyelesaian Aduan Segera (IPSP) This programme, held every Tuesday at the
ini diadakan pada setiap hari Selasa di Pusat Sentul Perdana Community Centre, Kuala
Komuniti Sentul Perdana, Kuala Lumpur. Lumpur, involves various agencies in and around
Program ini juga melibatkan beberapa agensi the Klang Valley, such as the Kuala Lumpur City
di sekitar Lembah Klang seperti Dewan Hall, the Department of Social Welfare, the
Bandaraya Kuala Lumpur, Jabatan Kebajikan Ministry of Housing and Local Government,
Masyarakat, Kementerian Perumahan dan the Social Security Organisation (SOCSO). This
Kerajaan Tempatan, Pertubuhan Keselamatan benefits the public as well as the respective
Sosial (PERKESO) dan lain-lain. Kaedah ini agencies as complaints were promptly attended
juga memanfaatkan agensi dan rakyat dalam to and resolved. In 2011, a total of 48 IPSP
usaha penyelesaian aduan dengan segera. Pada programmes were held and 508 members of the
tahun 2011, sebanyak 48 Program IPSP telah local community responded with 27 complaints
diadakan dan mendapat sambutan daripada received.
508 anggota masyarakat setempat dan 27
aduan telah diterima.

Program IPSP Yang Dilaksanakan Dalam Tahun 2011

IPSP Programmes Conducted in 2011
Bil. Bulan Bil. Progaram Bil. Pengunjung Bil. Aduan

No. Month No. of Programme No. of Attendees No. of Complaints
Januari
1. 4 113 6
January
Februari
2. 2 122 7
February
Mac
3. 5 186 10
March
4. April 4 41 3
Mei
5. 4 8 1
May
Jun
6. 4 6 0
June
Julai
7. 4 0 0
July
Ogos
8. 4 6 0
August
9. September 4 10 0
Oktober
10. 4 8 0
October
11. November 5 4 0
Disember
12. 4 4 0
December
Jumlah
48 508 27
Total

PELAPORAN DAN ANALISIS ADUAN COMPLAINTS REPORT AND ANALYSIS
Pelaporan dan Analisis Aduan Report and Analysis of Complaints
Pada tahun 2011, BPA telah menguruskan In 2011, PCB managed 13,356 complaints
sejumlah 13,356 aduan terhadap agensi against federal and state agencies. A total of
persekutuan dan negeri. Sebanyak 13,045 13,045 (97.7%) complaints were successfully
(97.7%) aduan telah berjaya diselesaikan dan
resolved while the remaining 311 (2.3%) cases
311 (2.3%) aduan masih dalam tindakan agensi.
were still under investigation by the respective
Di samping itu, BPA juga menguruskan 28 aduan agencies.
yang tertunggak dari tahun-tahun sebelumnya
yang dibawa ke tahun 2011 dan kesemua aduan In addition, PCB also handled 28 complaints
tersebut telah berjaya diselesaikan. which were backlog cases from previous years
brought forward to 2011 and all have been
successfully resolved.
Status Pengurusan Aduan Dalam Tahun 2011

Complaints Management Status in 2011
14,000
Jumlah Aduan\Total Complaints
12,000
10,000
8,000
13,356 13,045 (97.7%)
6,000
4,000
311 (2.3%)
2,000
0
Terima\Received Selesai\Resolved Dalam
Tindakan\Under
Investigation

BPA mengklasifikasikan aduan yang telah PCB classifies resolved complaints under
selesai kepada dua kategori, iaitu aduan two categories; valid complaints and invalid
berasas atau tidak berasas yang ditentukan complaints. These are determined by the
berdasarkan hasil siasatan dan maklum balas findings from investigations and feedback
agensi kerajaan yang berkenaan. Aduan berasas from the relevant agencies. Valid complaints
bermaksud aduan pengadu adalah sahih. Aduan are those that are authentic and verified while
tidak berasas pula bermaksud tindakan agensi complaints that are invalid mean that actions
adalah wajar atau mengikut ketetapan undang- taken by the public agencies are justified
undang dan peraturan yang berkuatkuasa atau or in accordance with prevailing laws and
lebih merupakan persepsi peribadi pengadu regulations or that the complaint is purely the
semata-mata. Sepanjang tahun 2011, jumlah personal perception of the complainant. In
aduan yang telah selesai dan didapati berasas 2011, the number of resolved complaints that
adalah sebanyak 9,416 (72.2%). Manakala, were valid was 9,416 (72.2%) while the number
jumlah aduan selesai tetapi tidak berasas of resolved complaints that were invalid was
adalah sebanyak 3,629 (27.8%). 3,629 (27.8%).
Jumlah Aduan Yang Diterima dan Diselesaikan Dalam Tahun 2011

Total Number of Complaints Received and Resolved in 2011
Jumlah Aduan
Total Complaints
Agensi
Agency Dalam Tindakan
Terima Selesai Selesai dan Berasas
Under
Received Resolved Valid and Resolved
Investigation
Kementerian 8,321 159 8,162 5,214

Ministry (62.3%) (1.9%) (98.1%) (63.9%)
Negeri 5,035 152 4,883 4,202

State (37.7%) (3.0%) (97.0%) (86.1%)
Jumlah 311 13,045 9,416

13,356
Total (2.3%) (97.7%) (72.2%)

Sebanyak 8,321 (62.3%) daripada 13,356 aduan A total of 8,321 (62.3%) complaints of the
yang BPA terima adalah berkaitan dengan 13,356 received by PCB were about the federal
kementerian, jabatan dan agensi persekutuan, ministries, departments and agencies, while
manakala selebihnya sebanyak 5,035 (37.7%) the remaining 5,035 (37.7%) were complaints
merupakan aduan terhadap agensi negeri. against state agencies. The total number of
Bilangan aduan yang BPA terima terhadap complaints about federal and state agencies
agensi persekutuan dan agensi negeri dalam in 2011 decreased by 1,182 (12.4%) and
tahun 2011 masing-masing menunjukkan 162 (3.1%) respectively. The decrease in the
penurunan sebanyak 1,182 (12.4%) dan 162 number of complaints does not indicate that
(3.1%) berbanding dengan tahun sebelumnya. the public has lost confidence in the role of PCB.
Penerimaan aduan bagi tahun 2011, juga telah On the contrary, it reflects the level of efficiency
menunjukkan penurunan berbanding tahun and the effectiveness of public agencies in
2010. Penurunan bilangan aduan yang diterima handling public complaints through various
ini bukan bermakna bahawa keyakinan continuous improvement efforts. It must be
orang ramai semakin berkurangan terhadap said that the percentage of cases resolved has
peranan BPA. Tetapi ia menggambarkan tahap also decreased slightly by 1.1%. A comparison
kecekapan dan keberkesanan agensi-agensi of the number of complaints received and
awam dalam menguruskan aduan-aduan awam resolved for the years 2010 and 2011 are as
dengan pelbagai tindakan penambahbaikkan shown in the table below:
berterusan. Peratusan penyelesaian aduan juga
turut menurun sedikit, iaitu sebanyak 1.1%.
Perbandingan jumlah aduan yang diterima dan
diselesaikan bagi tahun 2010 dan 2011 adalah
seperti jadual berikut:
Perbandingan Jumlah Aduan Yang Diterima dan Diselesaikan Bagi Tahun 2010 dan 2011
Comparison of Complaints Received and Resolved in 2010 and 2011
Jumlah Aduan Jumlah Aduan

Tahun Diterima Perubahan Selesai Perubahan
Year Total Complaints Changes Total Complaints Changes
Received Resolved
2010 14,700 1,344 98.7%
1.0%
2011 13,356 (9.1%) 97.7%
2010 2011
Dalam Dalam
Agensi Tindakan Selesai Tindakan Selesai
Agency Terima Terima
Under Resolved Under Resolved
Received Received
Investigation (%) Investigation (%)
(%) (%)
Kementerian 9,503 122 9,381 8,321 159 8,162
Ministry (64.6%) (1.3%) (98.7%) (62.3%) (1.9%) (98.1%)
Negeri 5,197 76 5,121 5,035 152 4,883
State (35.4%) (1.5%) (98.5%) (37.7%) (3.0%) (97.0%)
Jumlah 198 14,502 311 13,045
14,700 13,356
Total (1.3%) (98.7%) (2.3%) (97.7%)

Agensi Persekutuan Federal Agencies
Dalam tahun 2011, kementerian yang In 2011, the ministry that received the highest
menerima aduan tertinggi ialah Kementerian number of complaints was the Ministry of
Dalam Negeri (KDN) dengan jumlah 1,356 Home Affairs, i.e. 1,356 complaints, followed by
aduan, diikuti oleh Kementerian Kerja Raya the Ministry of Works (818 ) and subsequently
(818 aduan) dan Kementerian Wilayah the Ministry of Federal Territories and Urban
Persekutuan dan Kesejahteraan Bandar Wellbeing (667). These ministries deal with
(667 aduan). Kementerian-kementerian ini large numbers of customers and this is a
berurusan dengan jumlah pelanggan yang besar factor that contributes to the large numbers
dan secara tidak langsung akan menyumbang of complaints received, when compared to
kepada penerimaan aduan yang lebih banyak other ministries.
jika dibandingkan dengan kementerian-
kementerian lain. Nevertheless, the readiness and determination
with which the ministries try to resolve
Kesungguhan dan kesediaan kementerian- complaints is apparent as between 92.3% to
kementerian menyelesaikan aduan terserlah 100% of complaints were resolved. PCB, with
apabila semua kementerian telah mencapai the cooperation of agencies, has successfully
peratus penyelesaian aduan antara 92.3% resolved 8,162 (98.1%) of complaints about
hingga 100%. BPA dengan kerjasama agensi- ministries. Of this, only 5,214 (63.9%) resolved
agensi telah berjaya menyelesaikan sebanyak were considered valid complaints.
8,162 (98.1%) aduan terhadap kementerian.
Bagaimanapun, didapati hanya 5,214 (63.9%)
sahaja aduan yang selesai adalah berasas.

Bilangan Aduan Mengikut Kementerian Dalam Tahun 2011

Number of Complaints by Ministries in 2011
Jumlah Aduan
Total Complaints
Bil. Kementerian Dalam
No. Ministry Selesai
Terima Tindakan
Resolved
Received Under
(%)
Investigation
Dalam Negeri 1,356
1. 1,356 0
Home Affairs (100%)
Kerja Raya 32 786
2. 818
Works (3.9%) (96.1%)
Wilayah Persekutuan Dan Kesejahteraan Bandar 43 624
3. 667
Federal Territories and Urban Wellbeing (6.4%) (93.6%)
Penerangan, Komunikasi dan Kebudayaan 12 626
4. 638
Information, Communications and Culture (1.9%) (98.1%)
Kewangan 9 576
5. 585
Finance (1.5%) (98.5%)
Kesihatan 13 529
6. 542
Health (2.4%) (97.6%)
Tenaga, Teknologi Hijau dan Air 9 417
7. 426
Energy, Green Technology and Water (2.1%) (97.9%)
Perdagangan Dalam Negeri, Koperasi dan
415
8. Kepenggunaan 415 0
(100%)
Domestic Trade, Co-operatives and Consumerism
Jabatan Perdana Menteri 5 384
9. 389
Prime Minister’s Department (1.3%) (98.7%)
Sumber Asli dan Alam Sekitar 369
10. 369 0
Natural Resources and Environment (100%)
Pelajaran 2 366
11. 368
Education (0.5%) (99.5%)
Sumber Manusia 1 314
12. 315
Human Resources (0.3%) (99.7%)
Pengangkutan 11 282
13. 293
Transport (3.8%) (96.2%)
Pengajian Tinggi 5 263
14. 268
Higher Education (1.9%) (98.1%)
Pembangunan Wanita, Keluarga dan Masyarakat 7 254
15. 261
Women, Family and Community Development (2.7%) (97.3%)

Bilangan Aduan Mengikut Kementerian Dalam Tahun 2011

Number of Complaints by Ministries in 2011
Jumlah Aduan
Total Complaints
Bil. Kementerian
No. Ministry Dalam Tindakan Selesai
Terima
Under Investigation Resolved
Received
(%) (%)
Perumahan dan Kerajaan Tempatan 9 181

16. 190
Housing and Local Government (4.7%) (95.3%)
Kemajuan Luar Bandar dan Wilayah 145
17. 145 0
Rural and Regional Development (100%)
Pertanian dan Industri Asas Tani 143
18. 143 0
Agriculture and Agro-Based Industry (100%)
Pertahanan 44
19. 44 0
Defence (100%)
Pelancongan 27
20. 27 0
Tourism (100%)
Luar Negeri 16
21. 16 0
Foreign Affairs (100%)
Belia dan Sukan 1 12
22. 13
Youth and Sports (7.7%) (92.3%)
Perusahaan Perladangan dan Komoditi 13
23. 13 0
Plantation Industries and Commodities (100%)
Perdagangan Antarabangsa dan
12
24. Industri 12 0
(100%)
International Trade and Industry
Sains, Teknologi dan Inovasi 8
25. 8 0
Science, Technology and Innovation (100%)
Jumlah 159 8,162
8,321
Total (1.9%) (98.1%)

Analisis Aduan Bagi 5 Kementerian Yang Menerima Aduan Tertinggi

Analysis of Complaints for 5 Ministries with the Highest Number of Complaints
Kementerian Dalam Negeri Ministry of Home Affairs
Kementerian Dalam Negeri merupakan The Ministry of Home Affairs received the
kementerian yang menerima aduan tertinggi highest number of complaints as compared
berbanding kementerian-kementerian yang to other ministries in 2011. The number
lain dalam tahun 2011. Jumlah aduan yang of complaints received was 1,356 and all
diterima adalah sebanyak 1,356 dan kesemua complaints have been resolved. Complaints
aduan yang diterima telah dapat diselesaikan. against the Ministry of Home Affairs were
Aduan terhadap Kementerian Dalam Negeri targeted at 3 major agencies, namely the
tertumpu kepada 3 agensi utama, iaitu Polis Royal Malaysian Police, the Department of
Diraja Malaysia (PDRM), Jabatan Imigresen Immigration and the National Registration
(JIM) dan Jabatan Pendaftaran Negara (JPN). Department. The complaints against the
Pemerhatian BPA mendapati aduan terhadap Ministry of Home Affairs revolved primarily
Kementerian Dalam Negeri berkisar kepada around the following areas:
isu-isu berikut:
Delay
Kelewatan
• Delay in taking action or providing feedback
• PDRM lewat mengambil tindakan atau on the status of investigations conducted by
memberikan maklum balas status siasatan the police;
kepada pelapor;
• Police were not prompt in providing
• PDRM lewat membekalkan dokumen
berkaitan kemalangan; dan documents related to accidents; and
• Kelewatan mendapat maklum balas • Delay in providing feedback or no response

atau ketiadaan maklum balas terhadap to the application of identity cards and
permohonan kad pengenalan dan taraf citizenship.
kewarganegaraan.
Quality of Service
Kualiti Perkhidmatan
• Kualiti layanan petugas di kaunter dan • Unsatisfactory quality of service by counter
melalui telefon yang kurang memuaskan. personnel as well as of those answering
the phone.
Penguatkuasaan
Enforcement
• Kekurangan pemantauan terhadap
kebanjiran warga negara asing yang • Lack of monitoring on the influx of foreign
didakwa bekerja tanpa permit, menjalankan nationals alleged to be working without a
perniagaan dan masuk ke Malaysia tanpa permit, entering the country and conducting
dokumen yang sah di samping mewujudkan
suasana kurang selesa bagi masyarakat business without valid documents thus
tempatan; creating a less secured environment for the
local community;
• Permohonan supaya meningkatkan
pemantauan, penguatkuasaan serta • Appeal to increase monitoring, enforcement
rondaan terhadap aktiviti-aktiviti gejala
sosial dan jenayah; dan and patrolling to curb negative social
activites and crime; and
• Permohonan supaya diadakan kawalan
trafik. • Appeal for traffic control.
Tindakan Tidak Adil Unreasonable/Unjust Action
• Pengadu yang tidak berpuas hati terhadap
saman kesalahan trafik yang tidak • Complainants were dissatisfied with
dilakukan. summonses issued for traffic offences not
committed.

Kementerian Kerja Raya Ministry of Works
Kementerian Kerja Raya telah menerima The Ministry of Works received a total of 818
sebanyak 818 aduan dalam tahun 2011. Daripada complaints in 2011. Of the total, 786 (96.1%)
jumlah tersebut, sebanyak 786 (96.1%) aduan complaints were resolved and the remaining
telah diselesaikan dan selebihnya masih dalam are still under investigation. The agency under
tindakan. Agensi di bawah seliaan Kementerian the supervision of the Ministry of Works that
Kerja Raya yang menerima aduan yang tertinggi received the highest number of complaints
ialah Jabatan Kerja Raya (JKR), iaitu sebanyak was the Public Works Department (PWD) with
759 (92.8%) aduan. 759 (92.8%) complaints.
Isu-isu utama aduan terhadap JKR adalah Key issues of complaints against the PWD
seperti kelewatan membaiki kerosakan jalanraya, were delays in repairing roads, street lights,
lampu jalan, lampu isyarat serta papan tanda traffic lights and road signs. In addition, there
jalan. Selain itu, terdapat juga permohonan were also applications to provide or improve
untuk mendapatkan atau menaiktaraf infrastructure, such as road signage, street
kemudahan infrastruktur seperti papan tanda, lights, traffic lights, resurfacing and widening
lampu jalan, lampu isyarat, melebarkan dan of roads.
menurap jalan.
Complaints were also received regarding
Aduan berkaitan kerja-kerja penyelenggaraan maintenance work on drains and grass cutting
ke atas parit dan kerja-kerja pemotongan along road shoulders.
rumput di bahu jalan yang tidak memuaskan
juga ada diterima.

Kementerian Wilayah Persekutuan dan Ministry of Federal Territories and Urban

Kesejahteraan Bandar Wellbeing
Kementerian Wilayah Persekutuan dan This Ministry received the third highest
Kesejahteraan Bandar merupakan kementerian number of complaints in 2011. The number
yang menerima aduan ketiga tertinggi dalam of complaints received was 667 of which
tahun 2011. Jumlah aduan yang diterima adalah 624 (93.6%) have been resolved with the
sebanyak 667 dan daripada jumlah tersebut remaining still pending action. The agency
624 (93.6%) aduan telah dapat diselesaikan under the Ministry of Federal Territories and
dan selebihnya masih dalam tindakan. Agensi Urban Wellbeing receiving the highest number
di bawah Kementerian Wilayah Persekutuan of complaints is the Kuala Lumpur City Hall
dan Kesejahteraan Bandar yang menerima (DBKL) with 571 (85.6%) complaints.
aduan tertinggi ialah Dewan Bandaraya Kuala
Lumpur (DBKL), iaitu 571 (85.6%) aduan.

Kebanyakan aduan yang diterima Most complaints received were regarding

adalah berkisar kepada isu pihak issues with local authorities such as:
berkuasa tempatan seperti berikut:
• Delay in acting on complaints;
• Kelewatan bertindak ke atas aduan;
• Unsatisfactory condition and quality of
• Kualiti jalan yang kurang memuaskan; roads;
• Rumah kediaman yang disalahgunakan • Residential property being used to run
untuk menjalankan aktiviti perniagaan; businesses;
• Kutipan duit meletak kenderaan yang • Illegal collection of car-parking fees;
dijalankan secara haram;
• Maintenance of decorative plants, grass,
• Isu penyelenggaraan pokok-pokok hiasan, rubbish and drains;
rumput, sampah dan longkang;
• Business conducted without licence;
• Perniagaan yang dijalankan tanpa lesen;
• Street lights and traffic lights that are not
• Lampu jalan dan lampu isyarat yang tidak functioning;
berfungsi;
• Application/duration of waiting to rent
• Permohonan menduduki/tempoh DBKL houses;
menunggu giliran untuk rumah sewa
• Building management authorities that fail
DBKL;
to carry out maintenance work;
• Pihak pengurusan bangunan yang gagal
• Illegal hawkers and stalls;
menjalankan tugas penyelenggaraan;
• Obstruction to traffic caused by
• Penjaja dan gerai haram; indiscriminately parked vehicles;
• Gangguan lalulintas oleh kenderaan • Nuisance created by business premises
yang diletakkan di tempat yang bukan operating beyond the allowed time;
sepatutnya;
• Enforcement on violation of premises
• Kacau ganggu dari premis perniagaan condition;
yang beroperasi melebihi masa yang
dibenarkan; • Problem of stray dogs; and
• Penguatkuasaan ke atas pelanggaran • Issue of strata titles.

syarat premis;
• Masalah anjing liar; dan
• Isu hak milik strata.

Kementerian Penerangan, Komunikasi dan Ministry of Information, Communications

Kebudayaan and Culture
BPA menerima sebanyak 638 aduan terhadap PCB received 638 complaints against the Ministry
Kementerian Penerangan, Komunikasi dan of Information, Communications and Culture in
Kebudayaan dalam tahun 2011 dan 626 2011 of which 626 (98.1%) were resolved. Of
(98.1%) telah selesai. Daripada jumlah ini, this total, 153 (24%) complaints were against
153 (24%) aduan adalah terhadap pembekal telecommunications service providers such as
perkhidmatan telekomunikasi swasta seperti Celcom, DiGi, Maxis, TIME, U Mobile, and ASTRO
Celcom, DIGI, Maxis, TIME, U Mobile serta which are agencies that come under the purview
ASTRO yang merupakan agensi di bawah kawal of the Ministry of Information, Communications
selia Kementerian Penerangan, Komunikasi and Culture. It must be noted that 257 (40.3%)
dan Kebudayaan. Pemerhatian BPA mendapati complaints were against Telekom Malaysia
257 (40.3%) aduan adalah terhadap Telekom Berhad (TM).
Malaysia Berhad (TM).
Antara isu-isu utama aduan terhadap agensi Among the key issues of complaints against
di bawah seliaan Kementerian Penerangan, agencies under this ministry are the following:
Komunikasi dan Kebudayaan adalah seperti
• Delay by TM in taking action on complaints
berikut:
about faulty telephone and internet lines;
• Kelewatan pihak TM mengambil tindakan
ke atas aduan kerosakan talian telefon dan • Not processing application for Streamyx
internet; service and telephone lines promptly
resulting a long waiting period;
• Tempoh masa yang lama untuk memproses
permohonan perkhidmatan Streamyx dan
talian telefon; • Delay in returning the refundable deposit
upon closing of the account;
• Kelewatan pemulangan deposit bagi akaun
yang telah ditutup; • Cable theft that affect Streamyx service;
• Kecurian kabel yang menjejaskan
• Unsatisfactory broadband coverage;
perkhidmatan Streamyx;
• Liputan jalur lebar yang tidak memuaskan; • Disruption in telephone service (TM);
• Gangguan talian telefon; • Disruption in ASTRO broadcasts during
• Gangguan siaran ASTRO ketika hujan; rain;
• Penyelenggaraan telefon awam; dan • Maintenance of public phones; and

• Kenaikan bil langganan ASTRO.
• The increase in ASTRO subscription bill.

Kementerian Kewangan Ministry of Finance

Kementerian Kewangan menerima sebanyak The Ministry of Finance received 585
585 aduan. Daripada jumlah tersebut 576 complaints, of which, 576 (98.5%) were
(98.5%) aduan telah selesai. Sebanyak resolved. A total of 215 (36.8%) complaints
215 (36.8%) aduan terhadap Kementerian against the Ministry of Finance were, in fact,
Kewangan menjurus kepada Bank Negara directed towards Bank Negara Malaysia
Malaysia (BNM). Pemerhatian BPA mendapati (BNM). In most cases, PCB found that the
aduan-aduan adalah berkaitan perkhidmatan complaints were related to the services of
banks and private insurance companies. The
bank-bank dan syarikat insurans swasta.
following are some of the issues raised against
Berikut merupakan isu-isu yang ditimbulkan agencies that come under the purview of the
dalam aduan terhadap agensi di bawah seliaan Ministry of Finance:
Kementerian Kewangan:
• Problems faced by owners whose cars have
• Masalah yang dihadapi oleh pemilik kereta
been auctioned by banks when the transfer
yang telah dilelong oleh pihak bank apabila
in ownership name was not done;
pertukaran nama tidak dibuat;
• Tidak puas hati dengan nilai pelupusan • Not satisfied with the write-off value of
kenderaan yang terlibat dengan vehicles involved in accidents;
kemalangan;
• Delay in updating account information of
• Kelewatan pihak bank mengemaskini complainants;
maklumat akaun pengadu;
• Reported missing funds from accounts;
• Dakwaan kehilangan wang dari akaun;
• Kualiti perkhidmatan bank-bank dan • Quality of services provided by banks and
syarikat insurans swasta; private insurance companies;
• Tindakan majikan yang tidak mencarum ke • Action taken against employers that do not
akaun Kumpulan Wang Simpanan Pekerja make their contribution to the employees’
(KWSP) pekerjanya; dan accounts in the Employees’ Provident Fund;
and
• Kelewatan pemulangan semula cukai
terlebih bayar oleh pihak Lembaga Hasil • Delay in returning excess amount in taxes
Dalam Negeri. by the Inland Revenue Board.

Analisis mendapati agensi yang banyak The analysis shows that public agencies which
berinteraksi dengan orang awam mencatatkan have greater interaction with the public
bilangan aduan yang lebih banyak. Jadual di recorded a larger number of complaints. The
bawah menunjukkan sepuluh agensi yang table below shows the ten agencies with the
menerima aduan tertinggi dalam tahun 2011. highest number of complaints in 2011.
Sepuluh Agensi Yang Menerima Aduan Tertinggi Dalam Tahun 2011

Top Ten Agencies with the Highest Number of Complaints in 2011
Jumlah Aduan
Total Complaints
Bil. Agensi
No. Agency Selesai Selesai dan Berasas
Terima
Resolved Resolved and Valid
Received
(%) (%)
Polis Diraja Malaysia 841 453
1. 841
Royal Malaysian Police (100%) (53.9%)
Jabatan Kerja Raya 731 677
2. 759
Public Works Department (96.7%) (92.6%)
Dewan Bandaraya Kuala Lumpur 530 460
3. 571
Kuala Lumpur City Hall (92.8%) (86.8%)
Jabatan Pelajaran Negeri 303 167
4. 305
State Education Department (99.3%) (55.1%)
288 221
5. Tenaga Nasional Berhad 293
(98.3%) (76.7%)
Jabatan Imigresen 280 168
6. 280
Immigration Department (100%) (60.0%)
Jabatan Kebajikan Masyarakat 250 153
7. 257
Social Welfare Department (97.3%) (61.2%)
249 209
8. Telekom Malaysia Berhad 257
(96.9%) (83.9%)
Jabatan Kesihatan Negeri 240 154
9. 245
State Health Department (98.0%) (64.2%)
Bank Negara Malaysia 211 98
10. 215
Central Bank of Malaysia (98.1%) (46.4%)

Agensi Negeri State Agencies

Pada tahun 2011, BPA telah menguruskan In 2011, PCB handled 5,035 complaints
sebanyak 5,035 aduan terhadap agensi negeri. against state agencies. The Selangor State
Kerajaan Negeri Selangor menerima aduan yang Government received the most complaints, i.e.
terbanyak, iaitu 950 (18.9%), diikuti Kerajaan 950 (18.9%), followed by Johor (628 or 12.5%)
Negeri Johor (628 atau 12.5%) dan Sarawak and Sarawak (520 or 10.3%). Nevertheless,
(520 atau 10.3%). Bagaimanapun, dari sudut in terms of resolving complaints, two states
penyelesaian aduan, dua negeri menunjukkan performed commendably. Johor and Sarawak
recorded a perfect 100% resolution rate. This
prestasi yang memberangsangkan. Negeri
differences indicated the degree of complexity
Johor dan Sarawak masing-masing berjaya of complaints received in each state. PCB with
menyelesaikan aduan pada tahap 100%. the collaboration of state agencies was able
Perbezaan peratusan penyelesaian juga to resolve 4,883 (97.0%) of the complaints
memperlihatkan tahap kompleksiti aduan yang received. Of this total, 4,202 (86.1%) were
berbeza-beza antara negeri-negeri. BPA dengan valid complaints.
kerjasama agensi kerajaan negeri telah berjaya
menyelesaikan sebanyak 4,883 (97.0%) aduan
yang diterima terhadap agensi-agensi negeri.
Daripada jumlah ini, 4,202 (86.1%) aduan
didapati berasas.

Bilangan Aduan Mengikut Kerajaan Negeri Dalam Tahun 2011

Number of Complaints by State Governments in 2011
Jumlah Aduan
Total Complaints
Bil. Negeri
No. State Dalam Tindakan Selesai
Terima
Received
(%) (%)
138 812
1. Selangor 950
(14.5%) (85.5%)
628
2. Johor 628 0
(100%)
520
3. Sarawak 520 0
(100%)
519
4. Pahang 519 0
(100%)
3 492
5. Perak 495
(0.6%) (99.4%)
8 380
6. Negeri Sembilan 388
(2.1%) (97.9%)
376
7. Sabah 376 0
(100%)
313
8. Terengganu 313 0
(100%)
2 259
9. Melaka 261
(0.8%) (99.2%)
202
10. Pulau Pinang 202 0
(100%)
1 188
11. Kedah 189
(0.5%) (99.5%)
170
12. Kelantan 170 0
(100%)
24
13. Perlis 24 0
(100%)
Jumlah 152 4,883
5,035
Total (3.0%) (97.0%)

Pihak Berkuasa Tempatan Yang Menerima Aduan Tertinggi Bagi Setiap Negeri Dalam Tahun 2011
Local Authorities Receiving the Highest Number of Complaints for Each State in 2011
Jumlah Aduan
Total Complaints
Bil. Negeri Pihak Berkuasa Tempatan Dalam

No. State Local Authority Tindakan Selesai
Terima
Under Resolved
Received
Investigation (%)
(%)
Majlis Bandaraya Ipoh 246
1. Perak 246 0
Ipoh City Council (100%)
Majlis Perbandaran Kajang 38 136
2. Selangor 174
Kajang Municipal Council (21.8%) (78.2%)
Majlis Perbandaran Kuantan 142
3. Pahang 142 0
Kuantan Municipal Council (100%)
Majlis Bandaraya Johor Bahru 138
4. Johor 138 0
Johor Bahru City Council (100%)
Majlis Bandaraya Kuala Terengganu 112
5. Terengganu 112 0
Kuala Terengganu City Council (100%)
Pulau Majlis Perbandaran Pulau Pinang 76
6. 76 0
Pinang Pulau Pinang Municipal Council (100%)
Negeri Majlis Perbandaran Seremban 2 70
7. 72
Sembilan Seremban Municipal Council (2.8%) (97.2%)
Majlis Melaka Bandaraya Bersejarah 66
8. Melaka 66 0
Melaka Historic City Council (100%)
Dewan Bandaraya Kota Kinabalu 65
9. Sabah 65 0
Kota Kinabalu City Hall (100%)
Majlis Daerah Simunjan 64
10. Sarawak 64 0
Simunjan District Council (100%)
Majlis Perbandaran Sungai Petani 38
11. Kedah 38 0
Sungai Petani Municipal Council (100%)
Majlis Perbandaran Kota Bharu 36
12. Kelantan 36 0
Kota Bahru Municipal Council (100%)
Majlis Perbandaran Kangar 8
13. Perlis 8 0
Kangar Municipal Council (100%)

Berikut merupakan isu-isu aduan yang utama terhadap PBT:

Major issues of complaints against local authorities were as follows:
Ketiadaan atau kelewatan menjalankan kerja-kerja penyelenggaraan ke atas longkang, sampah, pokok
hiasan dan rumput;
No maintenance or a delay in maintenance work on drains, trash, tree trimmings and grass;
Papan tanda arah yang terlindung atau mengelirukan pengguna jalan raya;
Hidden or confusing signage for road users;
Kualiti jalan yang kurang memuaskan;

Unsatisfactory quality of roads;
Kekurangan atau kerosakan kemudahan infrastruktur seperti lampu jalan;

Lack of or damage to infrastructure such as street lighting;
Kekurangan tindakan penguatkuasaan ke atas kenderaan yang diletakkan di tempat yang tidak
sepatutnya serta mengganggu lalu lintas;
Lack of enforcement on vehicles parked indiscriminately causing disruption to traffic;
Pemantauan ke atas waktu operasi kafe siber dan pusat hiburan;
Monitoring the operating hours of cyber cafes and entertainment centres;
Gangguan bunyi bising daripada aktiviti penternakan burung layang-layang;

Noise disturbance from swiftlet farming activities;
Banjir kilat akibat longkang/kolam takungan yang tidak diselenggarakan atau sistem perparitan yang
tidak sempurna;
Flash flood caused by ineffective drainage systems or non-maintenance of drains/retention ponds;
Pengubahsuaian rumah yang menjejaskan keselesaan jiran tetangga;
Home renovation causing disturbance to the neighbours;
Pencemaran daripada kilang yang beroperasi di kawasan perumahan;

Pollution from factories operating in residential areas;
Penyalahgunaan rumah kediaman untuk aktiviti perniagaan seperti restoran dan bengkel kenderaan;
Residences being used for business activities such as restaurants and workshops;
Aktiviti pembinaan yang dijalankan sehingga larut malam; dan

Construction activities carried out until late at night; and
Gangguan anjing liar.

Nuisance from stray dogs.

Bidang Keberhasilan Utama Nasional National Key Result Areas

BPA juga telah memasukkan kategori aduan PCB has also included categories of
berasaskan 7 Bidang Keberhasilan Utama complaints based on the 7 National
Nasional (NKRA), selaras dengan dasar semasa Key Result Areas (NKRAs), in line with
Kerajaan yang menitikberatkan konsep the Government’s current policy which
“1Malaysia, Rakyat Didahulukan, Pencapaian emphasises the concept of “1Malaysia,
Diutamakan”. Sebanyak 1,307 (9.8%) aduan People First, Performance Now”. A total
of 1,307 (9.8%) complaints received were
yang berkaitan dengan NKRA telah diterima.
related to NKRAs. Analysis reveal that
Analisis BPA mendapati aduan yang tertinggi the highest number of complaints was
adalah berkaitan Bidang Mempertingkatkan related to the “Improving Rural Basic
Infrastruktur Luar Bandar, iaitu sebanyak 795 Infrastructure” which stood at 795 (6.0%)
(6.0%) dan diikuti oleh Bidang Meningkatkan followed by “Improving Living Standards”,
Taraf Hidup sebanyak 278 (2.1%) aduan. with 278 (2.1%) complaints. Among the
Antara isu-isu infrastruktur luar bandar complaints related to the “Improving Basic
yang sering dibangkitkan adalah berkaitan Rural Infrastructure”, the more common
kualiti jalan raya dan permohonan jalan baru, ones raised were to do with the quality
gangguan dan kualiti bekalan elektrik serta of roads and application for new roads;
problems of electricity supply disruption
permohonan kemudahan bekalan elektrik dan
and quality of electricity supplied, as well
air. as the application for electricity and water
Kebanyakan isu Bidang Mempertingkatkan supply.
Taraf Hidup pula, menjurus kepada Most of the issues dealing with the
permohonan bantuan kebajikan dan kewangan “Improving Living Standards”, involved
untuk golongan orang kurang upaya (OKU), ibu requests for welfare and financial assistance
tunggal serta golongan miskin dan bantuan to handicapped persons, single mothers and
perniagaan. the poor as well as business assistance.
Jumlah Aduan Mengikut Bidang NKRA Dalam Tahun 2011
Total Number of Complaints by NKRA in 2011
Jumlah Aduan
Bil. Bidang
Total Complaints
No. Area
(%)
Meningkatkan Infrastruktur Asas Luar Bandar 795
1.
Improving Rural Basic Infrastructure (6.0%)
Meningkatkan Taraf Kehidupan Isi Rumah Berpendapatan Rendah 278
2.
Rising Living Standards of Low-Income Households (2.1%)
Mengurangkan Jenayah 124
3.
Reducing Crime (0.9%)
Mempertingkatkan Pengangkutan Awam Di Bandar 47
4.
Improving Urban Public Transport (0.4%)
Meningkatkan Pencapaian Pelajar 22
5.
Improving Student Outcomes (0.2%)
Membanteras Rasuah 22
6.
Fighting Corruption (0.2%)
Memerangi Kos Kehidupan Yang Kian Meningkat 19
7.
Addressing Cost of Living (0.1%)
Jumlah 1,307
Total (9.8%)

PENYELESAIAN ADUAN COMPLAINTS RESOLUTION
Penyelesaian Aduan Resolution of Complaints

Pekeliling Kemajuan Pentadbiran Awam Bilangan 1 The Development Administration Circular No.
Tahun 2009: Penambahbaikan Proses Pengurusan 1 of 2009: Improvement on Public Complaints
Aduan Awam telah menggariskan tempoh Management Process has stated that the time
pengurusan penyelesaian aduan dipendekkan taken to resolve complaints being shortened
from 41 days to 15 working days. Of the 13,045
dari 41 hari ke 15 hari bekerja. Daripada jumlah
complaints resolved in 2011, 7,465 (57.2%)
13,045 aduan yang selesai dalam tahun 2011, were resolved within 15 working days. The
7,465 (57.2%) aduan telah diselesaikan dalam remaining 5,581 (42.8%) were resolved in a
tempoh 15 hari bekerja. Manakala 5,581(42.8%) period exceeding 15 days.
lagi telah diselesaikan dalam tempoh melebihi 15
hari bekerja.
Tempoh Penyelesaian Aduan Bagi Tahun 2011

Duration of Complaints Resolution in 2011
Tempoh Penyelesaian Jumlah Jumlah Kumulatif

(Hari) Total Cumulative Total
Duration of Resolution Selesai Selesai
(Day) % %
Resolved Resolved
1 926 7.1 926 7.1
2-5 1,482 11.4 2,408 18.5
6-10 2,749 21.1 5,157 39.5
11-15 2,308 17.7 7,465 57.2
16-30 3,183 24.4 10,648 81.6

31-60 1,625 12.5 12,273 94.1
>60 772 5.9 13,045 100
Jumlah
13,045 100 - -
Total
14,000 13,045
Total Complaints Resolved
12,000
Jumlah Aduan Selesai
10,648 (81.6%)
10,000
8,000 7,465 (57.2%)

6,000
4,000 2,749 3,183

2,308
2,000 1,482 1,625
926 772
0
1 2-5 6-10 11-15 16-30 31-60 >60
Tempoh Penyelesaian (Hari)/ Resolution Time (Day)
Selesai/Resolved Selesai (Kumulatif)/ Resolved (Cumulative)

Penyelesaian Aduan Resolution of Complaints

Perbandingan prestasi penyelesaian aduan A comparison of the duration to resolve
antara tahun 2010 dengan 2011 menunjukkan complaints in 2010 and 2011 shows an
peningkatan dari segi peratus penyelesaian increase of 7.9% for complaints resolved
dalam tempoh 15 hari bekerja atau kurang, within 15 working days.
iaitu sebanyak 7.9%.
Perbandingan Tempoh dan Penyelesaian Aduan Kumulatif Bagi Tahun 2010 dan 2011
Comparison on Duration and Cumulative Resolution of Complaints for 2010 and 2011
2010 2011
Tempoh Penyelesaian (Hari) Jumlah Penyelesaian Jumlah Penyelesaian

Duration of Resolution (Day) Kumulatif Kumulatif
% %
Cumulative Cumulative
Complaints Resolved Complaints Resolved
1 1,483 10.2 926 7.1

2-5 3,007 20.7 2,408 18.5
6-10 5,018 34.6 5,157 39.5
11-15 7,155 49.3 7,465 57.2
16-30 10,619 73.2 10,648 81.6
31-60 13,001 89.6 12,273 94.1
>60 14,502 100 13,045 100

Kategori Aduan Selesai Categories of Resolved Complaints

Mulai Mac 2011, BPA mengkategorikan Beginning March 2011, PCB categorised
aduan-aduan yang telah selesai kepada tiga complaints that have been resolved under
kategori, iaitu Selesai Muktamad bagi aduan 3 categories, i.e. Resolved Completely: this
yang telah selesai sepenuhnya; Selesai Dengan is for complaints that have been totally
Pemantauan, iaitu aduan yang dipersetujui resolved; Resolved With Monitoring: this
is for complaints where the relevant
untuk diambil tindakan pembetulan oleh agensi
agencies agreed to take corrective action
yang akan mengambil sedikit masa dan Selesai within a short period; and Resolved
Bersyarat, iaitu aduan dipersetujui untuk Conditionally: this is for complaints where
diambil tindakan pembetulan atau pencegahan the relevant agencies agreed to take
oleh agensi tetapi masih memerlukan corrective or preventive action but still
keputusan selanjutnya dari agensi pusat seperti required approval of central agencies for
peruntukan kewangan atau pindaan undang- financial allocation or amendment of the
undang. Bagi tahun 2011, status aduan-aduan law. For 2011, the status of complaints
yang telah selesai mengikut kategori-kategori according to the categories above are
ini adalah seperti di jadual. shown in the table below.
Kategori Aduan Selesai

Categories of Resolved Complaints
Bil. Status Penyelesaian Kementerian Kerajaan Negeri Jumlah

No. Resolving Status Ministry State Total
Selesai Muktamad 6,991 4,020 11,011
1.
Resolved Completely (85.7%) (82.3%) (84.4%)
Selesai Dengan Pemantauan 904 616 1,520
2.
Resolved With Monitoring (11.1%) (12.6%) (11.7%)
Selesai Bersyarat 267 247 514
3.
Resolved Conditionally (3.3%) (5.1%) (3.9%)
Jumlah
8,162 4,883 13,045
Total

Kategori Hasil Penyiasatan Categories of Complaints Investigation

Findings
BPA mengkategorikan hasil penyiasatan aduan
kepada empat kategori, iaitu: (a) agensi didapati PCB also categorised complaints
menjalankan tugas mengikut peraturan yang investigation findings into 4 categories, i.e:
ditetapkan; (b) pengadu berpuas hati dengan (a) the agency is found to have carried out
penjelasan; (c) aduan yang tidak berasas; dan their responsibilities in accordance with
established regulations; (b) the complainant
(d) aduan di luar bidang kuasa BPA. Analisis
is satisfied with the explanation given;
BPA mendapati kategori yang pertama adalah (c) the complaint is invalid; and (d) the
yang tertinggi, iaitu 64.6%; pengadu berpuas complaint is beyond the jurisdiction of PCB.
hati dengan penyelesaian aduan masing- Analysis indicates that the first category is
masing, 21.3%; aduan di luar bidang kuasa, the highest with 64.6%; second category
10.9% dan aduan yang tidak berasas, 3.2%. with 21.3%; third category and fourth with
10.9% and 3.2% respectively.
Kategori Hasil Penyiasatan Aduan Bagi Tahun 2011

Categories of Complaints Investigation Findings in 2011
Bil. Kategori Hasil Penyiasatan Jumlah Aduan

No. Category of Investigation Findings Total Complaints
Kementerian Negeri Jumlah
Ministry State Total
Siasatan BPA mendapati agensi yang diadu telah
menjalankan tugas dan tanggungjawab secara adil,
teratur dan mengikut undang-undang atau peraturan
5,649 2,774 8,423
1. semasa.
(69.2%) (56.8%) (64.6%)
PCB found that the agency had carried out its roles and
responsibilities in a fair and orderly manner and in
accordance with existing laws and regulations.
Pengadu berpuas hati dengan penjelasan yang diberikan
atau tindakan yang diambil oleh agensi yang diadu. 1,728 1,053 2,781
2.
The complainant is satisfied with the explanation given or (21.2%) (21.6%) (21.3%)
the actions taken by the agency concerned.
Aduan di luar bidang kuasa BPA seperti perbicaraan
mahkamah, kes SPRM atau di bawah Jawatankuasa
Kira-Kira Awam dan kes antara pihak swasta yang tiada
kaitan dengan agensi kerajaan.
588 838 1,426
3. The complaint is beyond the jurisdiction of PCB such as
(7.2%) (17.2%) (10.9%)
matters before the court of law, cases under jurisdiction
of the MACC or the Public Accounts Commitee and matters
between private entities which are not related to any
government agencies.
Siasatan BPA mendapati aduan yang dikemukakan
adalah tidak berasas seperti pengadu tidak memenuhi
syarat-syarat yang ditetapkan atau pengadu memberi
197 218 415
4. maklumat palsu.
(2.4%) (4.5%) (3.2%)
PCB found that the complaint was baseless, such as the
complainant did not meet the stipulated conditions or the
complainant provided false information.
Jumlah
8,162 4,883 13,045
Total

Keberhasilan Penyelesaian Aduan Outcomes of Complaints Resolution
Analisis BPA mendapati terdapat lapan Analysis by PCB found 8 types of outcomes that
keberhasilan penyelesaian yang telah agencies have highlighted to complainants.
agensi ketengahkan kepada para pengadu. The outcome with the highest percentage
Bagaimanapun, peratusan tertinggi adalah is “Reasonable Explanation Provided”
“Ulasan Agensi Yang Berpatutan” (58.67%), (58.67%), followed by “Promptly Resolved”
(37.68%), “Apologies Offered” (1.07%),
diikuti oleh “Diselesaikan Dengan Segera”
“Admission of Error” (0.91%), “Changes
(37.68%), “Agensi Memohon Maaf” (1.07%), in Decision” (0.69%), “Changes in Norms/
“Kesilapan Diakui” (0.91%), “Mengubah Procedures” (0.63%), “Compensation
Keputusan” (0.69%), “Perubahan Norma/ Provided” (0.24%) and “Amendment in Law
Prosedur” (0.63%), “Pampasan Diberikan” or Policy”(0.11%).
(0.24%), dan “Pindaan Undang-Undang atau
Dasar” (0.11%).
Keberhasilan Penyelesaian Aduan Tahun 2011

Outcome of Complaints Resolution in 2011
Jumlah Aduan
Bil. Keberhasilan Penyelesaian Total Complaints
No. Outcomes of Complaints Resolution Kementerian Negeri Jumlah
Ministry State Total
Ulasan Diberikan Berpatutan 5,154 2,500 7,654
1.
Reasonable Explanation Provided (63.15%) (51.20%) (58.67%)
Diselesaikan Dengan Segera 2,658 2,257 4,915
2.
Promptly Resolved (32.57%) (46.22%) (37.68%)
Permohonan Maaf Diberikan 121 19 140
3.
Apologies Offered (1.48%) (0.39%) (1.07%)
Kesilapan Diakui 95 24 119
4.
Admission of Error (1.16%) (0.49%) (0.91%)
Perubahan Keputusan 59 31 90
5.
Changes in Decision (0.72%) (0.63%) (0.69%)
Perubahan Norma/Prosedur 33 49 82
6.
Changes in Norms/Procedures (0.40%) (1.00%) (0.63%)
Pampasan Diberikan 30 1 31
7.
Compensation Provided (0.37%) (0.02%) (0.24%)
Perubahan Undang-Undang/Dasar 12 2 14
8.
Amendment of Law/Policy (0.15%) (0.04%) (0.11%)
Jumlah
8,162 4,883 13,045
Total

Aduan Berasas dan Tidak Berasas Valid and Invalid Complaints
Aduan Berasas Valid Complaints
• Hasil siasatan mengesahkan kesahihan • Investigation shows authenticity of

dakwaan pengadu; complainants allegations;
• Diakui oleh agensi yang diadu; dan • Admission of fault by the relevant agency;
and
• Maklumat daripada agensi lain terhadap
agensi yang diadu. • Information from other agencies regarding
the agency complained about.
Aduan Tidak Berasas Invalid Complaints
• Hasil siasatan berbeza dengan aduan yang • Investigation findings differ from that of
diadu; the complaint;
• Penjelasan serta bukti oleh agensi yang • Clarification and evidence provided by the
diadu boleh diterima oleh BPA; agency complained about is acceptable to
PCB;
• Jabatan telah mengikut prosedur yang
betul; dan • The department followed the correct
procedures; and
• Keputusan yang dibuat berlandaskan
dasar-dasar semasa negara.
• Decision made was based on existing
national policies.

KATEGORI ADUAN COMPLAINTS CATEGORY
Kategori Aduan
Category of Complaints
BPA membahagikan aduan kepada sepuluh PCB categorises complaints received into the
kategori seperti berikut: following ten areas:
Kelewatan/Tiada Tindakan Delay/No action
• Tidak memenuhi janji Piagam Pelanggan; dan • Failure to meet targets set in the Clients’
• Tidak menjawab permohonan, pertanyaan/ Charter; and
aduan daripada pengadu. • Failure to reply to applications, enquiries/
complaints from the complainants.
Tindakan Tidak Adil Unfair Action
• Keputusan yang tidak konsisten dengan amalan • Decisions that are not consistent with
biasa. prevailing practices.
Kekurangan Kemudahan Awam Lack of Public Amenities

Kemudahan asas yang diperlukan oleh orang awam Basic amenities required by the public, such as:
seperti: • Police stations, fire stations, schools, places
• Balai polis, balai bomba, sekolah, tempat of worship, markets etc; and
ibadat, pasar dan lain-lain; dan • Water and electricity supply, rubbish bins,
• Bekalan air dan elektrik, tong sampah, telefon, public telephones, street lights, speed humps,
lampu jalan, bonggol jalan, longkang dan lain- drains and others.
lain.
Kepincangan Perlaksanaan Dasar dan Inadequacies of Policy Implementation and

Kelemahan Undang-undang Law
• Dasar/Undang-undang yang tidak lagi sesuai • Policies/laws no longer relevant to the
dengan keadaan semasa; dan current situation; and
• Undang-undang/peraturan yang tidak lengkap • Laws/regulations that are inadequate and
dan sempurna seperti tiada peruntukan incomplete, such as those lacking provision
penguatkuasaan. for enforcement.
Salah Guna Kuasa/Penyelewengan Abuse of Power/Misappropriation

• Melibatkan Ketua Jabatan atau pegawai yang • Involving Heads of Departments or officers
diberi kuasa untuk menguruskan tender, responsible for managing tenders, approving
permohonan tanah, kelulusan permit, lesen land applications, approving permits,
dan penguatkuasaan undang-undang secara licences and biased enforcement of the law.
pilih kasih.
Salah Laku Anggota Awam Misconduct of Civil Servants

• Tidak beretika; • Unethical behaviour;
• Melanggar tatatertib/disiplin; dan • Breach of discipline; and
• Cuai. • Negligence.
Kegagalan Mengikut Prosedur Yang ditetapkan Failure to Adhere to Set Procedures

• Tidak mengikut manual prosedur kerja/proses • Failure to follow work procedure manual/
serta aliran kerja atau manual kualiti MS ISO process and work flow as stipulated in the
9000 yang ditetapkan. MS ISO 9000 quality manual.

BPA membahagikan aduan kepada sepuluh PCB categorises complaints received into the
kategori seperti berikut: following ten areas:
Kegagalan Penguatkuasaan Failure of Enforcement
• Melibatkan jabatan/agensi kerajaan yang • Involving government departments/
bertanggungjawab dalam penguatkuasaan agencies responsible for enforcement of
undang-undang seperti Pihak Berkuasa laws such as Local Authorities and the Royal
Tempatan dan Polis Diraja Malaysia. Malaysian Police.
Kualiti Perkhidmatan Yang Tidak Memuaskan Unsatisfactory Service Quality Including

Termasuk Kaunter Dan Telefon Counter and Telephone
• Perkhidmatan kaunter dan telefon; • Counter and telephone service;
• Mengabaikan kerja-kerja penyelenggaraan; • Negligence in maintenance work;
• Tidak sopan melayan pelanggan; • Discourteous to customers;
• Kualiti perkhidmatan/penyelenggaraan yang • Low quality of service/maintenance or
rendah atau tidak mengikut piawaian atau failure to adhere to specified standards or
jadual yang telah ditetapkan; dan schedules; and
• Pengangkutan awam yang tidak memuaskan • Unsatisfactory public transport in terms of
dari segi kebersihan dan ketepatan waktu. cleanliness and punctuality.
Pelbagai Aduan Miscellaneous Complaints
• Aduan yang tidak melibatkan sembilan kategori • Complaints which do not fall into any of the
lain di atas. above nine categories.

Analisis Kategori Aduan Analysis of Complaints Category

BPA juga menganalisis aduan yang diterima PCB also analysed the complaints received
mengikut sepuluh kategori yang ditetapkan. based on the specified ten categories. The
Jadual di bawah menunjukkan jumlah aduan table below shows the number of complaints
mengikut sepuluh kategori secara lengkap. received for each of the ten categories.
Jumlah Aduan Mengikut Kategori Aduan Bagi Kementerian dan Kerajaan Negeri
Dalam Tahun 2011
Number of Complaints According to Complaints Category for Ministry and State Government
in 2011
Jumlah Aduan
Bil. Kategori Total Complaints
No. Category Kementerian Negeri Jumlah
Received State Total
Kelewatan/Tiada Tindakan 3,241 2,734 5,975
1.
Delay/No Action (38.9%) (54.3%) (44.7%)
Kualiti Perkhidmatan Yang Tidak Memuaskan
Termasuk Kaunter dan Telefon 1,859 578 2,437
2.
Unsatisfactory Service Quality Including Counter (22.3%) (11.5%) (18.2%)
and Telephone
Tindakan Tidak Adil 1,252 391 1,643
3.
Unfair Action (15.0%) (7.8%) (12.3%)
Kegagalan Penguatkuasaan 624 498 1,122

4.
Failure of Enforcement (7.5%) (9.9%) (8.4%)
Kekurangan Kemudahan Awam 384 460 844

5.
Lack of Public Amenities (4.6%) (9.1%) (6.3%)
Pelbagai Aduan 322 203 525

6.
Miscellaneous Complaints (3.9%) (4.0%) (3.9%)
Kegagalan Mengikut Prosedur Yang Ditetapkan 228 81 309

7.
Failure to Adhere to Set Procedures (2.7%) (1.6%) (2.3%)
Salah Laku Anggota Awam 207 32 239

8.
Misconduct of Civil Servants (2.5%) (0.6%) (1.8%)
Salah Guna Kuasa/Penyelewengan 162 32 194

9.
Abuse of Power/Misappropriation (1.9%) (0.6%) (1.5%)
Kepincangan Pelaksanaan Dasar dan Kelemahan

42 26 68
10. Undang- Undang
(0.5%) (0.5%) (0.5%)
Inadequacies of Policy Implementation and Law
Jumlah
8,321 5,035 13,356
Total

Pola kategori aduan tahun 2011 tidak berubah The patterns of complaints category
jika dibandingkan dengan penerimaan aduan received in 2011 is similar to the complaints
dalam tahun 2010. Kategori Kelewatan category in 2010. Delay or no action,
atau Tiada Tindakan, Kualiti Perkhidmatan unsatisfactory service quality including
Yang Tidak Memuaskan Termasuk Kaunter counter and telephone and unfair action
remained as the major complaints category
dan Telefon dan Tindakan Tidak Adil masih
in 2011.
merupakan kategori aduan yang utama dalam
tahun 2011.
Perbandingan Kategori Aduan Tahun 2010 dan 2011

Comparison of Complaints Category for Year 2010 and 2011
Jumlah Aduan
Bil. Kategori Total Complaints
No. Category
2010 2011
Kelewatan/Tiada Tindakan 6,452 5,975

1.
Delay/No Action (43.9%) (44.7%)
Kualiti Perkhidmatan Yang Tidak Memuaskan
2,493
Termasuk Kaunter dan Telefon 2,437
2. (17.0%)
Unsatisfactory Service Quality Including Counter and (18.2%)
Telephone
Tindakan Tidak Adil 2,074 1,643
3.
Unfair Action (14.1%) (12.3%)
Kegagalan Penguatkuasaan 1,460 1,122

4.
Failure of Enforcement (9.9%) (8.4%)
Kekurangan Kemudahan Awam 948 844

5.
Lack of Public Amenities (6.4%) (6.3%)
Pelbagai Aduan 461 525

6.
Miscellaneous Complaints (3.1%) (3.9%)
Kegagalan Mengikut Prosedur Yang Ditetapkan 268 309

7.
Failure to Adhere to Set Procedures (1.8%) (2.3%)
Salah Laku Anggota Awam 255 239

8.
Misconduct of Civil Servants (1.7%) (1.8%)
Salah Guna Kuasa/Penyelewengan 216 194

9.
Abuse of Power/Misappropriation (1.5%) (1.5%)
Kepincangan Pelaksanaan Dasar dan Kelemahan

73 68
10. Undang- Undang
(0.5%) (0.5%)
Jumlah
14,700 13,356
Total

Kelewatan Atau Tiada Tindakan Delay or No Action
Kebanyakan isu aduan dalam kategori kelewatan Most issues under this category involves
atau tiada tindakan adalah berkaitan ketiadaan delay in taking action or no action taken on
tindakan atau kelewatan pihak agensi bertindak the complaint, no feedback on the status of
ke atas aduan, ketiadaan maklum balas status the complaint and delay in processing the
urusan, kelewatan memproses permohonan clients’ applications. Among the foremost
pelanggan serta kelewatan membuat keputusan reasons for this is the failure of the
yang melibatkan kepentingan pelanggan. government agency to adhere to the outlined
Antara punca utama yang menyumbang kepada Clients’ Charter or the Standard Operating
masalah kelewatan ini adalah kegagalan agensi Procedure (SOP). In other instances, there
kerajaan mematuhi piagam pelanggan atau are agencies that have carried out their
standard operating procedure (SOP) yang telah responsibilities but failed to keep the
digariskan. Namun, terdapat juga agensi yang complainant updated on the progress of the
telah melaksanakan tanggungjawabnya tetapi complaint on a regular basis.
tidak memaklumkan pengadu status tindakan
secara berkala. It cannot be denied that there are complaints
that are time-consuming as it involves more
than one agency, problems related to legal
Tidak dinafikan sesetengah aduan itu perlu and financial implications and requires the
mengambil masa kerana ia melibatkan banyak involvement of several agencies for it to
pihak, masalah berkaitan dengan implikasi be resolved. There are complaints related
kewangan, undang-undang dan membabitkan to more specific factors, such as those
beberapa agensi untuk menyelesaikannya. that involve security matters, citizenship
Selain dari itu, terdapat aduan berkaitan applications, entry permits as well as cases
dengan faktor-faktor yang lebih khusus, seperti that are relatively complex that need more
time for thorough investigation and also
hal ehwal keselamatan, meliputi permohonan
involve third parties or the private sector
kewarganegaraan, permit masuk serta kes-kes such as financial institutions and insurance
yang agak kompleks sehinggakan mengambil agencies that are beyond the purview of the
masa agak panjang untuk diselesaikan kerana ministry.
urusan siasatan dan juga melibatkan pihak
ketiga atau swasta seperti institusi kewangan
dan agensi insurans yang di luar bidang kuasa
kementerian secara langsung.

Antara contoh-contoh aduan yang tergolong Examples of complaints categorised under

dalam kategori kelewatan atau tiada ‘Delay or No Action’ are as follow:
tindakan ialah seperti di bawah:
• Feedback on investigation to the individual
• Maklum balas siasatan kepada individu
who has made a police report;
yang membuat laporan polis;
• Permohonan supaya meningkatkan • Request to increase monitoring, enforcing
pemantauan, penguatkuasaan serta and patrolling to curb crime and other
rondaan terhadap aktiviti-aktiviti gejala social problems activities;
sosial dan jenayah;
• Response time for application of
• Tempoh memberi maklum balas
identification cards, citizenship, entry
terhadap permohonan kad pengenalan,
kewarganegaraan, permit masuk serta visa; permits and visas;
• Mengambil masa untuk bertindak • Response time to take action on complaints

ke atas aduan berkaitan kerosakan, relating to damage, maintenance and
penyelenggaraan dan pembinaan construction of infrastructure as well as on
infrastruktur serta langkah-langkah enforcement measures;
penguatkuasaan;
• Membayar atau memproses permohonan • Payment to recipients or application for
bantuan kebajikan; welfare aid;
• Kelewatan pihak TM mengambil tindakan • Delay by Telekom Malaysia to take action
ke atas aduan kerosakan talian telefon atau on complaints of internet service disruption
internet; or faulty telephone line;
• Kelewatan penyediaan laporan perubatan
bagi tujuan tuntutan ganti rugi kemalangan; • Delay in preparing medical reports
for the purpose of accident claims and
• Kelewatan rawatan diberikan kepada compensation;
pesakit walaupun bilangan pesakit tidak
ramai; dan • Delay in medical treatment given to
• Kelewatan pihak PTPTN mengeluarkan patients although there are not many
surat pelepasan hutang. patients; and
• Delay in the issuing of loan discharging

Beberapa contoh tindakan yang telah agensi letters by PTPTN.
laksanakan bagi mengatasi masalah yang
berbangkit antaranya ialah: Some agencies have taken measures to
overcome problems that have arisen. Among
Jabatan Kerja Raya telah mengambil inisiatif them are:
berikut:
The Public Works Department has taken the
• Mewujudkan pasukan peronda bagi meneliti following initiatives:
keadaan jalan setiap dua minggu sekali
• Established a patrol team to inspect the
dan mengambil langkah penyelenggaraan
condition of roads once a fortnight and
dengan segera; dan promptly take the necessary maintenance
• Memohon peruntukan khas bagi proses measures; and
membaiki keadaan jalan tertentu. • Request for a special allocation to repair
the affected roads.
Perbadanan Putrajaya telah meningkatkan
kekerapan rondaan dan pemantauan selama Putrajaya Corporation has increased the
seminggu selepas masalah kerosakan lampu frequency of patrolling and monitoring
jalan diperbaiki. for one week after the streetlights were
repaired.

Kualiti Perkhidmatan Yang Tidak Unsatisfactory Service Quality Including

Memuaskan Termasuk Kaunter Dan Telefon Counter and Telephone
Bagi kategori kualiti perkhidmatan yang With regard to this category, analysis indicates
kurang memuaskan pula, analisis BPA that the root of this problem is the attitude and
mendapati ia berpunca daripada sikap dan values of the personnel of the agency in carrying
nilai anggota agensi dalam melaksanakan out entrusted responsibilities. Taking for granted
tugas diamanahkan. Sikap mengambil mudah the entrusted responsibilties and not placing
dan tidak meletakkan kepentingan pelanggan the client as priority will result in the customer
sebagai keutamaan menyebabkan pelanggan not being given proper attention. Apart from
tidak dilayani sewajarnya. Kegagalan anggota- the working system and existing procedures,
anggota agensi menghayati dan memahami the failure to appreciate and understand
pengurusan pelanggan yang berkesan memberi effective customer management has an impact
impak yang negatif kepada imej agensi secara on the overall image of an agency. Examples of
menyeluruh selain masalah sistem kerja dan complaints are as follows:
prosedur sedia ada. Contoh aduan adalah
seperti di bawah:
• Counter service that is not satisfactory,
such as in a crowded situation, the waiting
• Perkhidmatan di kaunter yang kurang
time to be attended is longer and unfriendly
memuaskan seperti keadaan agak sesak,
attitude of the counter personnel;
masa menunggu untuk mendapatkan
perkhidmatan yang sangat lama serta • Workers at the hospital or clinic are rude
petugas kaunter yang tidak mesra and complacent in carrying out duties;
pelanggan;
• Longer waiting time to receive treatment;
• Penjawat di hospital atau klinik kesihatan
bersikap kurang sopan dan mengambil • Public transport service that does not
sikap sambil lewa dalam melaksanakan follow the set schedule; and
tugas;
• Tempoh masa menunggu lama untuk • Telephone calls not answered.
mendapatkan rawatan;
Measures taken to overcome issues relating to
• Perkhidmatan pengangkutan awam yang quality of service include:
tidak menepati jadual perjalanan; dan
• Panggilan telefon tidak berjawab. The Immigration Department has taken
initiatives such as:
Pelbagai langkah serta pendekatan yang agensi • Implementing a Customer-Friendly

telah laksanakan bagi mengatasi masalah yang campaign with the 3S concept (Smile, Greet
berkaitan hal ehwal kualiti perkhidmatan, and Be Polite); and
antaranya ialah:
• Regular reminders that customers are the
priority.
Jabatan Imigresen Malaysia (JIM) telah
mengambil inisiatif seperti berikut:
• Pelaksanaan kempen mesra pelanggan

berkonsep 3S (Senyum, Sapa dan Sopan);
dan
• Peringatan secara berkala tentang
kepentingan mengutamakan pelanggan.

Kementerian Kesihatan (KKM) telah mengambil Ministry of Health has taken the following
inisiatif seperti berikut: initiatives:
• Menghantar kakitangan menghadiri kursus • Sent staff for courses related to noble values
berkaitan nilai-nilai murni dan soft skill and importance of soft skills in an effort to
untuk meningkatkan mutu layanan dan improve the quality of service; and
perkhidmatan; dan • Requested for a new building to overcome
the problem of lack of space for wards at
• Memohon pembinaan bangunan baru bagi some hospitals.
mengatasi masalah kekurangan ruang bagi
wad-wad di sesetengah hospital. Pos Malaysia, an agency under the Ministry of
Information, Communications and Culture, has
taken the initiative of rescheduling the break
Agensi di bawah Kementerian Penerangan,
times of their staff for the convenience of their
Komunikasi dan Kebudayaan (KPKK), iaitu
customers.
Pos Malaysia pula telah mengambil inisiatif
mengatur semula waktu rehat kakitangan bagi PCB’s proactive action in monitoring telephones
memudahkan pelanggan membuat urusan.
• As a proactive measure to improve the
Tindakan Proaktif BPA Dalam Pemantauan telephone etiquette of ministries and agencies,
Telefon PCB has carried out the monitoring of all
general lines of the Ministries as well as toll
• Sebagai satu langkah proaktif untuk free lines and hotlines three times a week.
menambahbaik perkhidmatan telefon This monitoring is in adherence to the Public
kementerian dan agensi, pihak BPA Administration Circular No. 1/2008.
menjalankan pemantauan talian telefon ke
atas semua talian am kementerian serta
talian hotline dan bebas tol kementerian
dan agensi sebanyak 3 kali dalam seminggu.
Pemantauan adalah berasaskan kepada
ketetapan dalam Pekeliling Kemajuan
Pentadbiran Awam Bilangan 1/2008.

Berikut merupakan ringkasan ujian The following is the summary of calls test
panggilan yang telah BPA jalankan conducted by PCB throughout 2011.
sepanjang tahun 2011.
Purata Masa Menjawab Panggilan Percubaan

Oleh Kementerian (Talian Am) Dalam Tahun 2011
The Average Response Time to Trial Calls by the Ministry (General Line) in 2011
Bil. Kementerian Nombor Jumlah Jumlah Purata

No. Ministry Talian Am Panggilan Panggilan Masa
Kementerian Percubaan Percubaan Menjawab
Ministry Dijalankan Dijawab Panggilan
General Line Total Trial Total Average
Number Calls Made Number Response
of Calls Time
Answered
Jabatan Perdana Menteri 147
1. 03-8872 1957 148 3.53
Prime Minister’s Department (99.3%)
Sains Teknologi dan Inovasi 145
2. 03-8885 8000 148 3.99
Science, Technology and Innovation (97.8%)
Perusahaan Perladangan dan
Komoditi 148
3. 03-8880 3300 148 4.72
Plantation Industries and (100%)
Commodities
4. 03-8886 1111 148 5.15
Natural Resources and Environment (96.6%)
Pembangunan Wanita, Keluarga dan
Masyarakat 137
5. 03- 8323 1000 148 5.47
Women, Family and Community (92.6%)
Development
6. 03-8891 2000 148 5.51
Rural and Regional Development (96.6%)
Pelancongan 136
7. 03-8891 7000 148 5.70
Tourism (91.9%)
8 03-8870 1000 148 5.72
Agriculture and Agro-based Industry (91.9%)
Penerangan, Komunikasi dan
Kebudayaan 141
9. 03-2612 7600 148 6.01
Information, Communication and (95.3%)
Culture
Belia dan Sukan 137
10. 03-8871 3333 148 6.02
Youth and Sports (92.6%)
Dalam Negeri 141
11. 03-8886 8000 148 6.03
Home Affairs (95.3%)
Pelajaran 115
12. 03-8884 6000 148 6.05
Education (77.7%)

Purata Masa Menjawab Panggilan Percubaan

Oleh Kementerian (Talian Am) Dalam Tahun 2011
The Average Response Time to Trial Calls by the Ministry (General Line) in 2011
Bil. Kementerian Nombor Jumlah Jumlah Purata

No. Ministry Talian Am Panggilan Panggilan Masa
Kementerian Percubaan Percubaan Menjawab
Ministry Dijalankan Dijawab Panggilan
General Line Total Trial Total Average
Number Calls Made Number Response
of Calls Time
Answered
Perdagangan Dalam Negeri,
Koperasi dan Kepenggunaan 132
13. 03-8882 5500 148 6.43
Domestic Trade, Co-operatives and (89.2%)
Consumerism
Tenaga, Teknologi Hijau dan Air 145
14. 03-8883 6000 148 6.56
Energy, Green Technology and Water (98.0%)
Kerja Raya 134
15. 03-2711 1100 148 6.60
Works (90.5%)
Perumahan dan Kerajaan Tempatan 127
16. 03-8891 5000 148 6.78
Housing and Local Government (85.8%)
Kewangan 115
17. 03-8882 3000 148 7.12
Finance (77.7%)
Sumber Manusia 136
18. 03-8886 5000 148 7.14
Human Resource (91.9%)
Luar Negeri 113
19. 03-8887 4000 148 7.64
Foreign Affairs (76.4%)
Pengangkutan 137
20. 03-8886 6000 148 7.65
Transport (92.6%)
Pertahanan 106
21. 03-2692 1333 148 7.78
Defence (71.6%)
Wilayah Persekutuan dan
Kesejahteraan Bandar 119
22. 03-8889 7888 148 8.14
Federal Territories and Urban (80.4%)
Wellbeing
Kesihatan 74
23. 03-8883 3888 148 8.67
Health (50.0%)
Pengajian Tinggi 67
24. 03-8870 6000 148 9.05
Higher Education (45.3%)
Perdagangan Antarabangsa dan
122
25. Industri 03-6200 0000 148 9.29
(82.4%)

Purata Masa Menjawab Panggilan Oleh Kementerian/Agensi

(Talian Am/Hotline/Bebas Tol) Dalam Tahun 2011
The Average Response Time to Trial Calls by the Ministry/Agency (General Line/Hotline/Toll
Free Number) in 2011
Bil. Kementerian/Agensi No. Talian Jumlah Jumlah Purata

No. Ministry/Agency Am/Hotline/ Panggilan Panggilan Masa
Bebas Tol Percubaan Percubaan Menjawab
Kementerian/ Dijalankan Dijawab Panggilan
Agensi Total Trial Total Average
General Line/ Calls Made Number Response
Hotline/Toll of Calls Time
Free Number Answered
Pelajaran 148
1. 03-7723 7070 148 4.43
Education (100%)
Perdagangan Dalam Negeri,
Koperasi dan Kepenggunaan 130
2. 1 800 88 6800 148 4.48
Domestic Trade, Co-operatives and (87.8%)
Consumerism
Kumpulan Wang Simpanan
137
3. Pekerja (KWSP) 03-89226000 148 4.68
(92.6%)
Employees Provident Fund (EPF)
Pembangunan Wanita, Keluarga
dan Masyarakat (Talian NUR) 134
4. 15 999 148 5.02
Women, Family and Community (90.5%)
Development
Talian Semakan Status MyKad,
Jabatan Pendaftaran Negara (JPN) 115
5. 03-88808066 148 6.43
MyKad Application Status Line, (77.7%)
National Registration Department
Suruhanjaya Pengangkutan Awam
123
6. Darat (SPAD) 1 800 88 9600 148 6.70
(83.1%)
Land Public Transport Commission
Unit Pemodenan Tadbiran
dan Perancangan Pengurusan
Malaysia (MAMPU) 115
7. 03-8872 3000 148 6.80
Malaysian Administrative (77.7%)
Modernisation and Management
Planning Unit (MAMPU)
Lembaga Peperiksaan Malaysia 116
8. 03-8884 3785 148 7.17
Malaysia Examination Syndicate (78.4%)
Kementerian Pertahanan 105
9. 1 800 22 2700 148 7.30
Defence (70.9%)


The Average Response Time to Trial Calls by the Ministry/Agency (General Line/Hotline/Toll
Free Number) in 2011
Bil. Kementerian/Agensi No. Talian Am/ Jumlah Jumlah Purata Masa

No. Ministry/Agency Hotline/Bebas Panggilan Panggilan Menjawab
Tol Kementerian/ Percubaan Percubaan Panggilan
Agensi Dijalankan Dijawab Average
General Line/ Total Trial Total Number Response Time
Hotline/Toll Free Calls Made of Calls
Number Answered
Unit Aduan Insolvensi,
Jabatan Insolvensi,
10. Insolvency Complaints 03-88851288 148 121 (81.8%) 7.36
Unit, Malaysia
Department of Insolvency
Jabatan Imigresen
Malaysia
11. 03-88801070 148 96 (64.9%) 7.61
Immigration Department
of Malaysia
Lembaga Hasil Dalam
Negeri Malaysia (LHDN)
12. 1 300 883010 148 99 (66.9%) 7.68
Inland Revenue Board of
Malaysia (IRB)
Jabatan Pengangkutan
Jalan (JPJ)
13. 03-88884244 148 110 (74.3%) 7.82
Road Transport
Department
Program Latihan
Khidmat Negara (PLKN)-
Urusan Pelatih
14. 03-40274747 148 77 (52.0%) 8.04
National Service Training
Department-Trainee
Matters
Jabatan Kastam DiRaja
Malaysia
15. 1 800 8888 55 148 133 (89.9%) 8.18
Royal Malaysian Customs
Department
Pertubuhan Keselamatan
Sosial (PERKESO)
16. 03-42645000 148 85 (57.4%) 8.29
Social Security
Organisation (SOCSO)
Jabatan Alam Sekitar
17. Department of 1 800 88 2727 148 145 (98.0%) 8.74
Environment


The Average Response Time to Trial Calls by the Ministry/Agency (General
Line/Hotline/Toll Free Number) in 2011
Bil. Kementerian/Agensi No. Talian Am/ Jumlah Jumlah Purata Masa

No. Ministry/Agency Hotline/Bebas Panggilan Panggilan Menjawab
Tol Kementerian/ Percubaan Percubaan Panggilan
Agensi Dijalankan Dijawab Average
General Line/ Total Trial Total Number Response Time
Hotline/Toll Free Calls Made of Calls
Number Answered
Bahagian Pinjaman
63
18. Perumahan 03-88802061 148 8.75
(42.6%)
Housing Loan Division
Program Latihan
Khidmat Negara (PLKN)-
Pentadbiran Pejabat 38
19. 03-40274000 148 9.14
National Service Training (25.7%)
Department-Office
Administration
Perbadanan Tabung
Pendidikan Tinggi
Nasional (PTPTN) 76
20. 03-20804455 148 9.58
National Higher (51.4%)
Education Fund
Corporation

Tindakan Tidak Adil Unfair Action
Kebanyakan isu berkaitan tindakan tidak adil Many issues of this nature are linked to the
pula adalah berkaitan dengan tindakan agensi fact that agencies have acted in such a manner
yang membelakangi kepentingan dan hak as to neglect the importance and rights of the
pengadu. Selain itu, ia juga berpunca daripada complainant. Besides this, there are instances
pengadu yang tidak mendapat maklumat yang when the complainant does not have the accurate
tepat mengenai sesuatu prosedur menyebabkan information regarding a particular procedure
mereka berpandangan agensi telah berlaku resulting in them perceiving that the agency has
tidak adil terhadap mereka. Antara isu-isu yang been unfair. Among the issues that have risen are:
sering dibangkitkan adalah seperti:
• Traffic offence summonses;
• Saman kesalahan lalu lintas; • Staff who are ill but are not qualified for
• Pekerja sakit tidak layak mendapat Pencen Invalidity Pension;
Ilat; • Complainants who are not satisfied with the
• Pengadu tidak berpuas hati dengan increase in ASTRO’s subscription fee; and
kenaikan harga langganan perkhidmatan • Abuses by employers with regard to
ASTRO; dan termination of work, payment of salaries and
• Tindakan penyelewengan majikan terhadap overtime allowances.
pekerja melibatkan pemberhentian kerja,
pembayaran gaji dan elaun kerja lebih masa.

Kegagalan Penguatkuasaan Failure of Enforcement
Isu-isu berkaitan kegagalan penguatkuasaan Issues regarding failure of enforcement frequently

pula sering dibangkitkan kerana kurangnya arises due to lack of emphasis by agencies to take
penekanan oleh agensi kepada tindakan action according to existing laws and regulations.
mengikut peraturan dan undang-undang yang In addition, there are cases where enforcement is
sedang berkuat kuasa. Di samping itu, terdapat only done after a complaint has been lodged and
kes penguatkuasaan hanya dilaksanakan preventive measures are not taken to address this
setelah aduan dibangkitkan dan langkah inadequacy or weakness. Example of issues under
pencegahan juga tidak diambil bagi memastikan this category are as follows:
ruang kelemahan tersebut ditambahbaik. • Frequency of patrols in certain areas;
Contoh isu aduan dalam kategori kegagalan
penguatkuasaan adalah seperti berikut: • Controlling the influx of foreign citizens
into Malaysia without valid documents;
• Kekerapan rondaan di kawasan-kawasan
• Misuse of residential premise for running
tertentu;
businesses;
• Kawalan terhadap kebanjiran warga asing
yang masuk ke Malaysia tanpa dokumen • Environmental pollution by factories;
yang sah;
• Kawalan terhadap penyalahgunaan • Action against drivers who park their
kediaman yang diubahsuai menjadi premis vehicles in unauthorised places; and
perniagaan;
• Pencemaran alam sekitar melibatkan • Monitoring of businesses without valid
kilang-kilang; licences.
• Tindakan terhadap pemandu yang meletak
kenderaan di kawasan larangan; dan Agencies have taken various measures and
• Pemantauan terhadap perniagaan tanpa approaches to overcome issues related to
lesen yang sah. enforcement such as:
• The Ministry of Health has imposed stern
Agensi telah mengambil pelbagai langkah serta action against smoking in non-smoking
pendekatan bagi mengatasi masalah yang areas; and
berkaitan penguatkuasaan, antara contohnya
• The Ministry of Domestic Trade, Co-
ialah:
operatives and Consumerism has an
operation room to handle problems such
• Kementerian Kesihatan Malaysia (KKM) as availability of cooking oil in the market.
mengenakan tindakan tegas terhadap
kesalahan merokok di kawasan larangan
merokok; dan
• Kementerian Perdagangan Dalam Negeri,
Koperasi dan Kepenggunaan membuka
bilik gerakan dalam menangani masalah
bekalan minyak yang tidak mencukupi di
pasaran.

Kekurangan Kemudahan Awam Lack of Public Amenities
Memandangkan kemudahan awam merupakan In view of the fact that public amenities is part
keperluan asas bagi rakyat walau di mana of the basic needs of citizens regardless where
pun mereka berada, aduan-aduan berkaitan they are located, complaints under this category
kategori ini seringkali diungkit oleh rakyat. are frequently raised by the citizens. PCB often
Di bawah kategori ini, BPA kerap menerima receives complaints particularly related to
aduan terutamanya mengenai kemudahan infrastructure such as roads, street lightings,
infrastruktur seperti pembinaan jalan, lampu drainage and road signages.
jalan, parit dan juga papan tanda.
Some examples of preventive actions taken or
will be implemented by the agencies include
Antara contoh tindakan pencegahan yang
seeking additional budget allocation, planning
telah atau akan agensi laksanakan adalah
for allocation proposals in the following year
seperti memohon peruntukan tambahan dan
and the application for public amenities after
merencanakan permohonan dalam tahun
detailed study.
berikutnya serta pelaksanaan permohonan
kemudahan awam setelah dibuat penelitian
lanjut.

SEKTOR ADUAN COMPLAINTS SECTOR
Jumlah Aduan Mengikut Sektor Bagi Tahun 2011

Number of Complaints by Sector in 2011
Jumlah Aduan Jumlah

Number of Complaints Aduan
Bil. Sektor
Total
No. Sector
Kementerian Negeri Complaints
(%) (%) (%)
Ministry State
Perkhidmatan 3,337
1. 2,858 34.3 479 9.5
Services (25.0%)
Kemudahan Awam 2,459
2. 1,208 14.5 1,251 24.8
Public Amenities (18.4%)
Pihak Berkuasa
2,182
3. Tempatan 406 4.9 1,776 35.3
(16.3%)
Local Authority
Keselamatan 707
4. 586 7.0 121 2.4
Security (5.3%)
Kebajikan 699
5. 487 5.9 212 4.2
Welfare (5.2%)
Kewangan 661
6. 612 7.4 49 1.0
Finance (4.9%)
Alam Sekitar 626
7. 325 3.9 301 6.0
Environment (4.7%)
Lain-Lain 550
8. 369 4.4 181 3.6
Others (4.1%)
Pendidikan 488
9. 474 5.7 14 0.3
Education (3.7%)
Perumahan 405
10. 187 2.2 218 4.3
Housing (3.0%)
Kesihatan 402
11. 376 4.5 26 0.5
Health (3.0%)
Tanah 374
12. 54 0.6 320 6.4
Land (2.8%)
Perundangan 198
13. 165 2.0 33 0.7
Law (1.5%)
Kerakyatan 165
14. 130 1.6 35 0.7
Citizenship (1.2%)
Pertanian 95
15. 76 0.9 19 0.4
Agriculture (0.7%)
Luar Negara 8
16. 8 0.1 0 0.0
Jumlah
8,321 100 5,035 100 13,356
Total

CONTOH KES EXAMPLE OF CASES
Kes 89173: Lalu Lintas Trafik Yang Sesak Case 89173: Heavy and Congested Traffic in
Dan Kelam Kabut Di Bandar Bentong Bentong Township
Pada 14 Disember 2011, BPA Pahang telah menerima On 14 December 2011, PCB received a complaint
satu aduan berkenaan kesesakan jalan raya yang agak about the congested traffic situation in Bentong
serius di kawasan Bandar Bentong terutama pada town, particularly on Sundays and public
setiap hari Ahad atau cuti umum. Setelah banyak kali holidays. After repeatedly facing this situation, the
mengalami keadaan ini, beliau mendapati bahawa complainant claims it is the result of insufficient
perkara ini berlaku adalah disebabkan oleh tempat parking lots and irresponsible drivers double park
meletak kereta yang tidak cukup dan pemandu yang or park indiscriminately.
tidak bertanggungjawab telah double parking atau
memakir kereta di tempat yang tidak sesuai. PCB forwarded this complaint to the Bentong
Municipal Council (BMC) and Bentong District
Sehubungan dengan itu, BPA telah Police Headquarters (BDPH) for their attention
memanjangkan aduan pengadu ini kepada Majlis and action. In response, the BDPH issued
Perbandaran Bentong (MPB) dan Ibu Pejabat summonses in line with the Road Transport Act.
Polis Daerah (IPPD) Bentong untuk perhatian BDPH have also taken some corrective measures
dan tindakan selanjutnya. Susulan daripada by converting the one lane road to a two-lane
aduan yang diterima daripada BPA, pihak IPPD road during traffic congestion. The BMC has
Bentong memaklumkan bahawa pihaknya telah started a project to renovate the parking lots
mengambil tindakan saman berdasarkan Akta around Bentong Town, involving Jalan Loke Yew
Pengangkutan Jalan. Pihak IPPD Bentong juga and Jalan Ah Peng and surrounding areas. In
telah membuat tindakan pembetulan dengan addition, BMC has also increased the number of
menjadikan jalan dari satu lorong kepada dua parking lots by 40 making a total of 1350. BMC
lorong ketika kesesakan berlaku di Bandar also noted that the parking area near the TNB
Bentong. Selain itu, pihak Majlis Perbandaran office which is adjacent to the township is not
Bentong (MPB) pula memaklumkan bahawa used. Nonetheless, the Enforcement Unit of BMC
pihaknya telah melaksanakan program/projek inspected to ensure that car owners were not
ubahsuai Tempat Letak Kereta di sekitar pusat double parking and obstructing the flow of traffic
bandar Bentong yang melibatkan Jalan Loke Yew along the main thoroughfare of Bentong town.
dan Jalan Ah Peng serta kawasan berhampiran This feedback indicates that the BDPH and BMC
dan menghasilkan penambahan lot tempat letak authorities have adhered to the prevailing laws
kereta sebanyak 40 unit (keseluruhan terkini and regulations and acted accordingly. It cannot
1350 lot). Pihak MPB juga mendapati bahawa be denied, therefore that it is the attitude of the
pengguna tidak meletakkan kenderaan mereka road users that is causing the traffic congestion
di kawasan lot tempat letak kereta berhampiran in Bentong town.
Pejabat TNB yang berdekatan Pusat Bandar
Bentong. Namun begitu, tindakan pemeriksaan
telah dilakukan oleh Unit Penguatkuasaan
bagi memastikan pemilik kenderaan tidak
menghalang lalulintas dengan melakukan
double parking di laluan utama bandar Bentong.
Berdasarkan maklum balas tersebut, didapati
pihak IPD Bentong dan MPB telah menjalankan
tanggungjawab mereka mengikut undang-
undang yang berkuatkuasa namun begitu sikap
pengguna jalanraya yang menyebabkan lalu
lintas menjadi sesak dan kelam-kabut di Bandar
Bentong.

Kes 89635: Kes Kecurian Berleluasa Di Case 89635 : Widespread Theft in Jengka 13
Jengka 13
On 23 December 2011, PCB Pahang received a
Pada 23 Disember 2011, BPA Pahang telah complaint about the rampant theft incidents
menerima aduan mengenai kes kecurian yang in Jengka 13, Pahang, the latest being the theft
banyak berlaku di Jengka 13, Pahang dan of telephone cables. It is suspected that this
yang terbaru merupakan kes kecurian kabel is the result of the increased number of drug
telefon. Kecurian disyaki perbuatan penagih addicts in Jengka 13. The Maran District Police
dadah adalah semakin meningkat di Jengka Headquarters (MDPH) initiated an investigation
13. Pihak IPD Maran telah mengemukakan report regarding cable thefts where a check
laporan siasatan mengenai kecurian kabel revealed that during the period of 21 December
telefon di mana hasil semakan yang dibuat 2011 to 25 December 2011, there was no
bagi tempoh 21 Disember 2011 sehingga 25 police report made by either individuals or any
Disember 2011 mendapati tidak terdapat telecommunication company.
sebarang laporan polis dibuat oleh mana-mana
individu mahupun Syarikat Telekomunikasi However, as a precautionary and preventive
berkaitan perkara ini. Walau bagaimanapun, measure to curb such occurrences, the MDPH
sebagai langkah pencegahan bagi mengekang initiated the following actions:
kes ini terus berlaku, beberapa tindakan telah
dirangka oleh pihak IPD seperti berikut: 1. The Bandar Tun Abdul Razak Police will
patrol four times a week from 1am to 5am,
1. Rondaan oleh kereta peronda Balai Polis while the MDPH will patrol daily in the
Bandar Tun Abdul Razak Jengka dibuat 4 morning and at night times;
kali seminggu mulai jam 1 hingga 5 pagi.
2. The Village Security Team that consists of
Manakala rondaan oleh kereta peronda IPD
RELA members conducted control checks
Maran dibuat setiap hari siang dan malam;
along the main entry and started patrols
2. Pasukan Kawalan Kampung yang terdiri from 2 December 2011 from 10 pm to 5 am
daripada anggota RELA telah menjalankan daily;
kawalan di jalan masuk utama dan rondaan 3. The Narcotics Division will conduct regular
mulai 2 Disember 2011 dari jam 10 malam raids; and
hingga 5 pagi setiap hari;
4. Cooperation with the FELDA Auxiliary
3. Cawangan Narkotik akan membuat operasi Police to curb crime.
berkala; dan
4. Bekerjasama dengan Polis Bantuan FELDA

dalam pencegahan jenayah.
Sebelum/Before Selepas/After
Kes 86916: Bayaran Bonus Kakitangan Case 86916: Bonus Payments Not Received
Awam Tidak Diterima by Civil Servant
BPA Sabah pada 27 Oktober 2011 telah PCB Sabah on 27 October 2011 received a
menerima aduan berhubung bayaran bonus complaint regarding bonus payment declared
kakitangan awam yang tidak diterima oleh for public servants that was not received by
pengadu. Pengadu memaklumkan telah bersara the complainant. The complainant retired as a
sebagai guru DGA29 di SK Narinang, Kota Belud teacher under Grade DGA29 at SK Naring, Kota
pada 18 Ogos 2011. Pengadu ingin menuntut Belud on 18 August 2011. The complainant
bonus setengah bulan gaji yang dibayar kepada wants to claim for half month bonus that was
kakitangan awam pada bulan Ogos 2011. paid to all civil servants in August 2011. The
Pengadu memaklumkan telah bertanyakan complainant has brought this matter up to
perkara tersebut kepada pihak sekolah the school but was told to refer to the Sabah
berkenaan tetapi beliau diminta untuk merujuk Education Department.
ke Jabatan Pelajaran Negeri Sabah.
PCB Sabah forwarded this complaint to the
BPA Sabah telah mengemukakan aduan pengadu Sabah Education Department (SED) on 28
kepada Jabatan Pelajaran Negeri Sabah (JPNS) October 2011 and according to the results of the
pada 28 Oktober 2011 dan menurut hasil investigation received on 14 December 2011,
siasatan yang diterima pada 14 Disember 2011, SED has stated that all bonus payment matters
pihak JPNS memaklumkan bahawa urusan for retirees is not under its administration but
pembayaran bonus bagi anggota yang sudah under the Public Services Department (PSD).
bersara bukan di bawah kendalian JPNS tetapi Nevertheless, SED carried out checks and it
diuruskan oleh pihak Jabatan Perkhidmatan is understood that the bonus being claimed
Awam, Bahagian Pasca Perkhidmatan. Walau had been received in December 2011. The
bagaimanapun, pihak JPNS telah membuat complainant has been advised to deal directly
siasatan dan dimaklumkan bahawa bonus with the PSD (Pensions Division) in the event
yang dituntut pengadu telah diterima pada of any issues related to payment of pensions or
bulan Disember 2011. Dalam pada itu, pengadu bonuses.
juga telah dinasihatkan untuk berhubung
terus dengan pihak Jabatan Perkhidmatan
Awam (Bahagian Pencen) sekiranya terdapat
sebarang masalah mengenai pembayaran
pencen bulanan atau bayaran bonus.

Kes 87598: Pemandu Jabatan Kesihatan Case 87598: Ministry of Health Driver Being
Memandu Secara Berbahaya Reckless
Aduan diterima daripada pengadu pada A complaint was received on 10 November 2011
10 November 2011 mengenai pemandu stating that the driver of a vehicle belonging to
kenderaan jabatan yang memandu secara the Health Department was driving recklessly.
berbahaya. Menurut pengadu sewaktu beliau According to the complainant, while he was on
memandu menuju Pekan Jasin, tiba-tiba sebuah his way to Pekan Jasin, a van belonging to the
van milik Pejabat Kesihatan Daerah Jasin Jasin District Health Department (JDHD), which
dari arah bertentangan membuat pusingan was on the opposite direction made a U-turn at
U di perhentian lampu isyarat. Sepatutnya the traffic lights where he should have stopped
van itu berhenti kerana lampu merah. as the lights were red.
Pihak Pejabat Kesihatan Daerah Jasin telah
memberi maklum balas bahawa mereka telah JDHD responded saying they had investigated
menjalankan siasatan dan mendapati aduan and admitted that the complaint was valid.
yang dikemukakan adalah berasas. Pemandu The van driver admitted to the claim and has
van berkenaan telah mengakui bahawa assured that such an incident will not recur.
beliau telah melakukan perkara berkenaan The driver was reprimanded and given a stern
dan berjanji tidak akan melakukan perkara warning to not repeat this in future and to
tersebut lagi. Pemandu berkenaan telah practise safe driving.
diberi teguran, nasihat dan amaran supaya
Case 88135: A Thai National Having a
tidak mengulangi perbuatan yang sama pada
Business Without a Permit
masa hadapan dan mengamalkan pemanduan
berhemah. Penyelia akan memantau The complainant claimed that a Thai
semua pemandu bagi memastikan mereka businessman was running a restaurant
mengamalkan pemanduan secara berhemah. near Science and Technology Islamic
College in Bachok. The businessman and
Kes 88135: Warga Thailand Berniaga Tanpa cook were Thailand citizens and were
Permit operating the business without a permit.
PCB Terengganu/Kelantan sent a letter to
Pengadu mendakwa terdapat peniaga the Kelantan Immigration Department (KID)
warga Thailand mengusahakan restoran on 21 November 2011 regarding this and the
berhampiran Kolej Islam Sains Teknologi, response was that the Enforcement Division
Bachok. Pengusaha restoran dan tukang of KID had conducted a raid on 22 November
masak merupakan warga Thailand dan 2011 and had successfully apprehended
didapati peniaga tersebut berniaga tanpa two Thai nationals for offence under the
permit. BPA Terengganu/Kelantan telah Immigration Act.
menghantar surat kepada Jabatan Imigresen
Malaysia Negeri Kelantan (JIM) pada 21
November 2011 berhubung aduan ini.
Pihak JIM telah memberi maklumbalas
bahawa Bahagian Penguatkuasa JIM telah
menjalankan operasi pada 22 November
2011 dan berjaya menahan dua warga
Thailand kerana melakukan kesalahan di
bawah Akta Imigresen.

Kes 86766: Notis Tuntutan Baki Bayaran Case 86766: Notice of Claim for Remaining
Rumah Balance of House Payment
Pengadu telah menerima tawaran pembelian The complainant was offered to buy a house
sebuah rumah di Langkawi daripada in Langkawi from the Langkawi Development
pihak Lembaga Pembangunan Langkawi Board (LDB) on 19 August 2008. The sales and
(LADA) pada 19 Ogos 2008. Urusan jual purchase dealings were done through the lawyer
beli rumah telah dibuat melalui peguam appointed by LDB. The sales and purchase
yang dilantik oleh pihak LADA. Perjanjian agreement was signed on 28 January 2009 and
jual beli ditandatangani pada 28 Januari an advance of 10% of the purchase price was
2009 dan diikuti dengan pembayaran wang paid. The complainant arranged for the housing
pendahuluan sebanyak 10% secara tunai loan through RHB Bank Berhad Langkawi and
dari harga rumah tersebut. Pengadu telah a full and complete settlement of RM70,200 was
membuat pinjaman perumahan melalui RHB made to LDB on 3 April 2009. The complainant
Bank Berhad, Langkawi bagi penyelesaian occupied the house in July 2009. On 22 October
penuh sebanyak RM70,200 dan dibayar 2011, the complainant received a notice of claim
penuh kepada pihak LADA pada 3 April 2009. from LDB requesting him to pay the remainder
Pengadu telah menduduki rumah tersebut of RM70,200 before 30 October 2011. According
pada Julai 2009. Walau bagaimanapun, to the notice, LDB would take legal action to get
pada 22 Oktober 2011 pengadu telah vacant possession and the complainant would
menerima notis atau surat tuntutan be liable to make the balance payment and all
daripada pihak LADA meminta beliau costs incurred would have to be borne by him.
menjelaskan baki bayaran rumah tersebut The complainant was shocked and stressed up
sebanyak RM70,200 sebelum 30 Oktober to receive the said notice since all matters had
2011. Mengikut notis tersebut, pihak LADA been settled two years ago.
akan mengambil tindakan undang-undang
untuk mendapatkan milikan kosong beserta PCB forwarded this complaint to LDB on 27
baki hutang yang masih belum dibayar dan October 2011. Upon checking with the lawyer
segala kos yang timbul akan ditanggung and RHB Bank, LDB admitted that the complaint
oleh pengadu. Pengadu amat terkejut dan was valid and that an error had occurred.
tertekan apabila menerima notis tersebut LDB updated its records and the buyer was
sedangkan urusan telah selesai sejak 2 tahun categorised under payment fully settled. The
lepas. complainant thanked PCB for its prompt action
to resolve the issue.
BPA telah memanjangkan aduan ini kepada pihak
LADA pada 27 Oktober 2011. Pengurusan
LADA telah membuat semakan semula dengan
pihak peguam LADA serta dengan pihak
RHB Bank dan mendapati aduan pengadu
adalah berasas. Terdapat kesilapan di pihak
LADA. Walau bagaimanapun LADA telah
mengemaskini rekod dan pembeli ini telah
dikelaskan kepada kategori bayaran yang telah
dijelaskan. Pengadu mengucapkan terima
kasih kepada BPA atas tindakan penyelesaian
tersebut.

MAKLUM BALAS PELANGGAN CUSTOMERS‘ FEEBACK
Maklum Balas Pelanggan Customer Feedback
Maklum Balas pelanggan merupakan matlamat Customer feedback is significant for any
utama setiap perkhidmatan yang diberikan organisation providing services to the people.
kepada rakyat dan diterjemahkan dalam Feedback can be in the form of complaints,
bentuk aduan, cadangan, kritikan, keluhan suggestions, criticisms and appreciation. It
dan penghargaan. Ia adalah cerminan kepada mirrors the quality of service that the people
mutu perkhidmatan yang diterima oleh rakyat receives and must be viewed seriously by all
dan wajar dipandang serius oleh semua agensi public agencies to improve the public service.
awam demi menambahbaik perkhidmatan.
With regard to complaints management,
Dalam konteks pengurusan aduan, tindakan the follow-up to comments and suggestions
susulan terhadap komen dan cadangan forwarded by customers must be given serious
yang dikemukakan oleh pelanggan perlu consideration and appropriate action be
diambilberat dan mengambil tindakan taken to ensure continuous improvement in
sewajarnya bagi memastikan pengurusan aduan complaints management. The quality of service
awam ditambah baik secara berterusan. Kualiti given by the unit responsible for managing the
perkhidmatan yang diberikan oleh unit yang complaint is very important and must be put
bertanggungjawab menguruskan aduan adalah in order well in advance to assure the overall
sangat mustahak dan perlu diperkemaskan effectiveness of the complaints management.
terlebih dahulu bagi menjamin keberkesanan Among the factors stated in the Customer
pengurusan aduan di agensi secara keseluruhan. Feedback Form, are the efficiency in resolving
Bagi BPA, antara angkubah yang ditetapkan di complaints, complaints turnaround time, the
dalam Borang Maklum Balas Pelanggan adalah willingness and preparedness of the officer as
dari segi kecekapan menyelesaikan aduan, well as the overall quality of the service.
tempoh masa pengendalian aduan, kesediaan
pegawai membantu serta kualiti perkhidmatan
keseluruhan.

Sebanyak 13,356 borang maklum pelanggan A total of 13,356 customer feedback forms
diedarkan kepada pengadu yang aduan were distributed to complainants following
mereka telah berjaya diselesaikan. Sebanyak resolution of their complaints. Out of this, 1,271
1,271 (9.5%) Borang Maklum Balas telah (9.5%) feedback forms were returned to PCB.
dikembalikan. Secara keseluruhannya tahap The overall Customer Satisfaction Index (CSI)
kepuasan pelanggan terhadap perkhidmatan was Excellent (53.4%); Good (30.8%); Fair
BPA pada tahun 2011 adalah Cemerlang (8.0%) and Weak (7.8%).
(53.4%), Baik (30.8%), Sederhana (8.0%) dan
Lemah (7.8%).
Tahap Kepuasan Pelanggan BPA Bagi Tahun 2011
PCB Customer Satisfaction in Year 2011
60.0
53.4
50.0
Peratus /Percentage (%)
40.0
30.0 30.8
20.0
8.0 7.8
10.0
0.0
Cemerlang/Excellent Baik/Good Sederhana/Fair Lemah/Weak
Mulai April 2010, BPA telah mempermudahkan From April 2010, PCB has simplified the
borang maklum balas pelanggan untuk customer feedback form by summarising
diedarkan kepada pengadu yang aduan mereka the 10 questions in the previous form into 4
telah diselesaikan. Secara keseluruhannya, questions. This is to facilitate and encourage
tahap kepuasan Borang Maklum Balas customers to respond in a more open and
Pelanggan dengan merangkumkan 10 soalan sincere way to improve the management of
yang terdapat dalam borang asal kepada 4 complaints at PCB.
soalan sahaja. Ianya bagi memudahkan dan
menggalakkan pelanggan untuk memberi
maklum balas dengan lebih terbuka dan ikhlas
demi menambahbaik pengurusan aduan di BPA.
Tahap Kepuasan Pelanggan BPA Bagi Tahun 2011

PCB Customer Satisfaction in Year 2011
Tahap Kepuasan
Soalan Satisfaction Level
Question Cemerlang Baik Sederhana Lemah
Excellent Good Fair Weak
Kecekapan menyelesaikan aduan
54.6% 27.1% 7.3% 11.0%
Efficiency of solving complaints
Tempoh mengendalikan aduan
51.8% 33.0% 9.1% 6.1%
Duration in handling complaints
Kesediaan pegawai membantu
55.4% 31.0% 7.0% 6.6%
Availability of officer to assist
Kualiti perkhidmatan keseluruhan
52.2% 31.0% 9.0% 7.8%
Overall quality of service
Purata
53.5% 30.5% 8.1% 7.9%
Average
Namun, format Borang Kepuasan Pelanggan Nevertheless, the previous Customer

yang lama masih lagi diterima dari pelanggan Satisfaction Form is still accepted and the
dan maklumat berkenaan turut diambil kira relevant information is taken into account for
untuk tujuan analisis dan pelaporan. Terdapat the purposes of analysis and reporting. There
sepuluh angkubah di dalam borang tersebut are ten factors in the said form that cover
meliputi aspek ketepatan waktu, kualiti aspects such as promptness, quality of customer
layanan, maklum balas status kes serta kualiti service, feedback on case status as well as
perkhidmatan keseluruhan. Maklumat lengkap overall service quality. Complete information is
adalah seperti di bawah: as follows:
Tahap Kepuasan Pelanggan BPA Bagi Tahun 2011 (Format Borang Lama)
PCB Customer Satisfaction in Year 2011 (Previous Form Format)
Tahap Kepuasan
Satisfaction Level
Soalan (%)
Question
Cemerlang Baik Sederhana Lemah
Excellent Good Fair Weak
Ketepatan masa dilayani
41.7% 58.3% 0 0
Attended to promptly
Kesopanan
58.3% 41.7% 0 0
Politeness
Kesediaan membantu serta memberi perhatian
penuh 61.5% 30.8% 7.7% 0
Willingness to assist and give full attention
Ketepatan masa menghantar surat akuan terima
38.5% 53.8% 0 7.7%
Promptness in sending acknowledgement letter
Pemberitahuan kemajuan siasatan kes dari
semasa ke semasa
50.0% 42.9% 7.1% 0
Periodic notification regarding progress of
investigation
Pemberitahuan tentang hasil siasatan kes aduan
50.0% 35.7% 7.1% 7.1%
Notification on the outcome of the investigation
Keberkesanan berurusan melalui telefon
18.2% 72.7% 9.1% 0
Effectiveness in dealing over the telephone
Cara jawapan melalui telefon
41.7% 50.0% 8.3% 0
Way of responding through telephone
Kepercayaan kepada BPA dalam menyelesaikan
masalah 64.3% 28.6% 0 7.1%
Confidence in PCB’s ability to resolve the problem
Kualiti perkhidmatan keseluruhan
57.1% 35.7% 0 7.1%
Overall service quality
Purata
48.8% 44.2% 3.9% 3.1%
Average

CONTOH SURAT PENGHARGAAN SAMPLE OF APPRECIATION LETTERS

CONTOH SURAT PENGHARGAAN SAMPLE OF APPRECIATION LETTERS

INOVASI DALAM BPA INNOVATION IN BPA
Inovasi Dalam BPA Innovation in PCB
Inovasi tidak terhad kepada langkah kreatif Innovation is not limited to creatively resolving
penyelesaian masalah, namun ia turut merungkai problems but encompasses breaking free from
kebuntuan akibat peraturan-peraturan lama the shackles of outdated regulations that
yang membelenggu perkhidmatan awam. restrict public service. The static and usual
Penyampaian perkhidmatan awam yang mode of public service delivery no longer
statik dan biasa tidak akan dapat memenuhi meets the expectations and demands of an
ekspektasi dan kehendak pelanggan yang ever critical and discerning clientele. On the
semakin kritikal. Justeru, selaras dengan contrary, in line with the Government’s effort in
usaha Kerajaan menggalakkan inovasi dalam encouraging innovation in public service, PCB
perkhidmatan awam, BPA turut mengambil is inculcating a culture of continually evolving
pendekatan bagi pembentukan budaya inovasi and innovating not only in its primary role
secara berterusan berkaitan peranan utamanya but in its day-to-day tasks. Innovation, when
serta meliputi tugas-tugas harian warganya. implemented, encompasses many areas such as
Inovasi yang dilaksanakan mencakupi organisational leadership, client management,
pelbagai sudut seperti kepimpinan organisasi, work culture, human resource, finance and
pengurusan pelanggan, budaya kerja, sumber asset management as well as information
manusia, pengurusan kewangan dan aset technology and communications (ICT). The
serta teknologi maklumat dan komunikasi Business Excellence Model (BEM) framework
(ICT). Rangka Business Excellence Model (BEM) functions as a guide to manage innovation in
dijadikan panduan bagi menguruskan inovasi- PCB. Implementation of innovation covers three
inovasi di BPA. Tiga aspek dalam pelaksanaan aspects, i.e. policy and strategy; partnerships
inovasi dan pembaharuan merangkumi polisi and resources as well as the work process.
dan strategi, kerjasama dan sumber serta
proses kerja. Policy and Strategy
Polisi Dan Strategi PCB has implemented various innovations

in aspects of policy and strategy for better
BPA telah melaksanakan beberapa pembaharuan administration. Among them are the following:
dalam aspek polisi dan strategi demi melicinkan
perjalanan pentadbirannya. Antaranya adalah • Introduction of ICT Security Policy;
seperti berikut: • Implementation of Complaints Management
• Pengenalan Dasar Keselamatan ICT; Audits in public agencies;
• Pelaksanaan Audit Pengurusan Aduan di • Introduction of guidelines for handling high
agensi awam; profile cases;
• Pengenalan Garis Panduan Pengendalian • Introduction of guidelines for management
Kes Berprofil Tinggi; of customer’s property;
• Pengenalan Garis Panduan Pengurusan Hak • Implementation of e-Bidding;
Milik Pelanggan; • Creating Facebook for PCB with links to its
• Pelaksanaan e-Bidding; website;
• Pewujudan Facebook BPA dan dipautkan • Special dialogue sessions between the
dengan Laman Web BPA; Director-General of PCB and junior officers;
• Perjumpaan Khas Ketua Pengarah BPA • The announcement of new circulars during
Bersama Pegawai Muda BPA; PCB Weekly Morning Meetings;
• Pemakluman pekeliling baru semasa
Mesyuarat Pagi Mingguan BPA;

• Penetapan tempoh lima hari orientasi di • Five-day orientation at PCB Headquarters

Ibu Pejabat BPA bagi pegawai baru; for new officers;
• Penyelarasan semua surat perlantikan dan • To coordinate all letters of appointment and
surat penurunan kuasa oleh Unit Sumber delegation of authority by Human Resource
Manusia; Unit;
• Pemberian surat penghargaan bagi • Sending letters of appreciation to the agencies/
mengiktiraf agensi/jabatan yang mendapat departments that received complaints in the
pujian atau penghargaan di media; media;
• Muat naik ucapan atau artikel terpilih
• Uploading of selected speech or article by the
daripada Ketua Setiausaha Negara dalam
Chief Secretary to the Government onto the
laman web BPA;
PCB website;
• Pemantauan suhu pejabat; dan
• Penggunaan logo Smiley sebagai background • Monitoring office temperature; and
komputer. • The use of the Smiley logo as the computer
background.
Kerjasama dan Sumber
Partnerships and Resources
Pengurusan aduan kendalian BPA dapat
dilaksanakan dengan berkesan dan lancar The management of complaints is carried out
dengan kerjasama dan sokongan padu agensi- more efficiently and effectively with the close
agensi awam. Kerjasama ini dilaksanakan dalam cooperation and support of all public agencies.
bentuk berterusan atau ad hoc bergantung This cooperation is conducted on a continuous or
kepada kesesuaian keadaan. Antara bentuk ad hoc basis depending on the situation. Among
kerjasama yang diwujudkan adalah seperti the various cooperations are the following:
berikut:
• The Director-General of PCB meets with the
• Perjumpaan Ketua Pengarah BPA dengan Deputy Secretaries General of the Ministries;
Timbalan Ketua Setiausaha Kementerian; • The Director-General of PCB meets with the
• Perjumpaan Ketua Pengarah BPA dengan Heads of Corporate Communications and
Ketua Komunikasi Korporat dan Pegawai Public Relations Officers of the agencies;
Perhubungan Awam Agensi; • Cooperation with the Information
• Kerjasama dengan Jabatan Penerangan Department in monitoring complaints that
dalam aspek pemantauan aduan di akhbar;
appear in the newspapers;
• Kerjasama dengan BERNAMA dalam
• Cooperation with BERNAMA in publicising
menyebarkan maklum balas agensi
agencies’ responses to issues raised in the
terhadap isu-isu yang dibangkitkan dalam
media; media;
• Kerjasama strategik dengan Suruhanjaya • Strategic cooperation with Land Public
Pengangkutan Awam Darat (SPAD); dan Transport Commission; and
• Kerjasama ICT BPA dengan Seksyen Portal • Cooperation with the Portal and Multimedia
dan Multimedia, Bahagian Pembangunan Section of the Information Development
Maklumat JPA bagi pembelajaran suntingan Division, PSD to learn about the editing of
video klip. video clips.

Proses Kerja Work Process
Kecemerlangan sesebuah agensi bergantung The excellence of an agency depends on the its
kepada kecekapan proses kerja yang diamalkan efficient work process in providing service to
oleh agensi tersebut dalam memberikan the clientele. The existing work process must be
perkhidmatan kepada pelanggan. Proses
regularly reviewed and continuously improved
kerja sedia ada hendaklah disemak semula
secara berkala dan dibuat pembaharuan to ensure that customers are given the best
atau penambahbaikan secara berterusan service. To achieve this aim, PCB has also
bagi memastikan pelanggan menerima introduced new elements in the work process
perkhidmatan terbaik. BPA turut melaksanakan encompassing aspects such as customer service
pembaharuan-pembaharuan dalam proses and complaints management.
kerja bagi mencapai tujuan tersebut. Langkah
pembaharuan proses kerja mencakupi aspek
khidmat pengurusan dan juga pengurusan
aduan.

Antaranya adalah seperti dinyatakan di bawah: Among the improvements are:
Bahagian Khidmat Pengurusan Management Services Division
• Perkhidmatan WiFi di sediakan di BPA; • WiFi service provided at PCB;

• Pergenalan sub kategori penyelesaian • Introducing sub-categories for complaints
aduan dan kategori kes tutup; resolution and for closed cases;
• Penyelarasan jam server dengan Waktu • Streamlining the server time with Malaysian
Piawai Malaysia; Standard Time;
• Pemantauan semua emel yang dihantar • The Corporate Communication Unit to
kepada aduan@pcb.gov.my oleh Unit monitor emails sent to aduan@pcb.gov.my;
Komunikasi Korporat; • Enforcement of Leave Module through
• Penguatkuasaan Modul Cuti melalui HRMIS HRMIS;
• Peraturan tuntutan kerja lebih masa untuk • Regulations for overtime claims for the
pemandu; drivers;
• Penambahbaikan ke atas sistem pengurusan • Improvement in the mails and Pos Laju
surat dan pos laju di Ibu Pejabat BPA; management system at PCB Headquarters;
• Pewujudan folder pembelajaran bersama • Creating a shared learning folder that
yang mengandungi peringatan, teguran dan contains reminders, reprimands and advice
nasihat Ketua Pengarah BPA; from the Director-General;
• Paparan maklumat had saiz dokumen yang • Specifying the maximum size of a document
boleh dilampirkan di dalam borang aduan that can be attached in the website
laman web; complaints form;
• Pembayaran bil Tenaga Nasional Berhad • Payments of TNB and TELEKOM bills
(TNB) dan TELEKOM secara terus oleh directly by respective state offices;
pejabat negeri; • Monitoring of Weekly Meetings of state
• Pemantauan pelaksanaan Mesyuarat offices;
Mingguan di pejabat; • Weekly Monitoring of Outstanding
• Pemantauan Tanggungan Belum Selesai Payments;
(TBS) secara mingguan; • Weekly Monitoring of punch cards;
• Pemantauan kad perakam waktu secara • Implementing paperless Management
mingguan; Meetings;
• Pelaksanaan Mesyuarat Pengurusan • Creating a Supplier Evaluation Form to
berkonsepkan paperless; evaluate the performance of suppliers;
• Pewujudan Borang Penilaian Pembekal • Uploading various forms in Shared Folder
bagi menilai prestasi pembekal; for the use of PCB staff (e.g. Forms to
• Pelbagai borang dimuat naik ke “Shared report faults, forms to request for system
Folder” untuk penggunaan warga BPA amendments, forms to leave the office); and
(contonya borang aduan kerosakan, borang • Circulating the PCB Directory at least three
permohonan pindaan sistem, borang keluar times a year.
pejabat); dan
• Edaran Direktori BPA sekurang-kurangnya
tiga kali setahun.

Pengurusan Aduan Complaints Management
• Penggunaan Borang Kepuasan Pelanggan • Usage of online Customer Satisfaction

secara online; Forms;
• Penambahan ciri Remember Me pada skrin • Add on the ‘Remember Me’ feature on the
borang aduan online; screen of the online complaints form;
• Penggunaan surat pelepasan yang • Use of Letter of Release signed by the
ditandatangani oleh pengadu untuk complainant to overcome the issue of
mengatasi isu kerahsiaan bagi aduan bank; confidentiality for complaints about banks;
• Pelaksanaan rintis i-SPAAA di BPA; • Implementing the pilot project for i-SPAAA
• Makluman mesej peringatan melalui Sistem at PCB;
PIKA; • Sending the reminder message through the
• Pemantauan pencapaian KPI bagi urusan PIKA system;
pertanyaan awam yang perlu dijawab • Monitoring the KPI target for public
dalam tempoh empat hari; enquiries that need to be responded to
• Penyediaan laporan pertanyaan secara within four days;
bulanan dan mingguan; dan • Preparation of report on enquiries on a
• Pelaksanaan e-rating individu di BPA. monthly and weekly basis; and
• Implementing individual e-rating at PCB.

Hari Inovasi Innovation Day
Hari Inovasi BPA bagi Tahun 2011 telah PCB Innovation Day for 2011, now in its second
diadakan pada 29 Julai 2011, yang merupakan year, was held on 29 July 2011 with the theme
acara bagi tahun kedua. Tema sambutan pada ‘Innovative Life Style’. The objective was to have
kali ini ialah ‘Gaya Hidup Inovasi’ yang antara all PCB citizens to actively imbibe the culture
lain bermatlamat supaya semua warga BPA of innovation and creativity in their everyday
dapat merancakkan pembudayaan inovasi dan practice, particularly when serving the public.
kreativiti dalam amalan seharian khususnya
Various activities and programmes, such as
bagi menyampaikan perkhidmatan kepada
para pelanggan. Pelbagai aktiviti dan program the Crossword Puzzle Competition related to
pengisian sambutan Hari Inovasi BPA Tahun knowledge about innovation, and the Interactive
2011 telah diadakan melibatkan semua warga Talk session with Zul Design Autotronik that
BPA di Ibu Pejabat dan Pejabat-pejabat BPA created interest in inventions, were carried out
Negeri iaitu Pertandingan Cross Words Puzzle during PCB Innovation Day 2011 involving all
berkaitan pengetahuan inovasi dan program personnel from PCB Headquarters and the state
Bual Bicara Interaktif Bersama Zul Design
offices. The exhibition on innovative products
Autotronik yang mencetuskan minat terhadap
and services by the National Institute of Public
penciptaan. Sambutan Hari Inovasi BPA
Tahun 2011 turut dimeriahkan lagi dengan Administration, Malaysia Armed Forces,
Pameran Produk dan Perkhidmatan Inovasi Malaysian Association for the Blind, National
oleh Institut Tadbiran Awam Negara Malaysia Antidrug Agency, Narcotic Rehabilitation Centre
(INTAN), Angkatan Tentera Malaysia (ATM), and various organisations further enhanced the
Persatuan Bagi Orang Buta Malaysia (MAB), celebrations.
Agensi Antidadah Kebangsaan (AADK), Pusat
Pemulihan Narkotik (PUSPEN) dan pelbagai
syarikat yang berteraskan inovasi dan kreativiti.

PEMANTAUAN MEDIA MEDIA MONITORING
Pemantauan Media Media Monitoring
Rakyat menggunakan pelbagai kaedah dan The public uses various methods and channels
saluran untuk menyampaikan rasa tidak to express their dissatisfaction. One of the most
puas hati mereka. Antara kaedah yang kerap frequently used channels is the print media,
digunakan ialah melalui saluran media cetak
such as Letters to Editor (LTE). Although there
seperti ruangan Surat Kepada Pengarang (SKP).
Ada kalanya maklumat yang disalurkan itu are times when what is written is not accurate,
tidak semestinya tepat, namun penyebaran dan the fact that it reaches a wide audience has an
pengaruhnya cukup luas dan menarik perhatian impact, influence and attracts the attention of
banyak pihak. many parties.
Oleh itu, maklum balas SKP adalah penting Therefore, it is important that the response to
dilakukan dalam tempoh yang paling singkat
LTE be done in the shortest period to provide
dan memastikan ia dapat memberi maklumat
yang tepat kepada masyarakat tentang accurate information to the public about
persoalan atau isu yang dibangkitkan. Justeru, matters or issues raised. Subsequently, PCB has
BPA membuat ketetapan agar ulasan atau made it mandatory that all responses to LTE be
jawapan kepada SKP dilakukan dalam tempoh made within 24 hours as in accordance with
24 jam selaras dengan saranan YBhg. Tan Sri the directive from the Chief Secretary to the
Ketua Setiausaha Negara (KSN). Government.
Secara keseluruhannya, bilangan berita dan

SKP sepanjang tahun 2011 yang telah dipantau Overall, the number of news and LTEs monitored
berjumlah 39,460 di mana 36,301 (92%) adalah in 2011 totalled 39,460 where 36,301(92%)
berita dan 3,159 (8%) adalah SKP. Daripada were news and 3,159 (8%) were LTEs. Of the
3,159 SKP yang diterima, 2,165 (68.5%) telah 3,159 LTEs that were received, 2,165 (68.5%)
dikenalpasti memerlukan maklum balas kepada were identified as being required a response to
pihak media. the media.
Kerjasama dengan BERNAMA Collaboration with BERNAMA
Pemerhatian BPA mendapati ada maklum PCB found that there are instances when
balas yang agensi panjangkan kepada pihak feedback forwarded to the media is not given
media tidak diberi perhatian sewajarnya. Bagi due attention. To overcome this problem, an
mengatasi masalah ini, alternatif yang telah alternative has been identified where every
dikenal pasti ialah setiap agensi kerajaan government agency must upload the response
hendaklah menyiarkan maklum balas SKP to LTEs onto their respective ministry’s
dengan memuat naik di laman web kementerian websites. Likewise, PCB will also upload on its
masing-masing. Di samping itu, BPA juga website. From 1 September 2010, PCB provided
turut memuatnaikkan maklum balas ini di an additional channel, the BERNAMA Online,
laman webnya. Bermula pada 1 September for all ministries to upload their responses.
2010, BPA telah menyediakan satu saluran In 2011 there were 1,612 LTEs uploaded onto
tambahan bagi semua kementerian memuat the feedback column in the BERNAMA website.
naik maklum balas SKP iaitu melalui ruangan The total number of LTEs uploaded since its
BERNAMA Online. Dalam tahun 2011 terdapat
implementation is 2,424. For the year 2011,
1,612 SKP telah dimuat naik ke dalam ruangan
BERNAMA has recorded 909,840 hits by the
maklum balas SKP di BERNAMA Online. Jumlah
keseluruhan SKP yang telah dimuatnaik sejak public on this column, showing that the public
pelaksanaannya pada 1 September 2010 uses this as a reference to obtain the responses
adalah sebanyak 2,424. Sepanjang tahun 2011, of the government agencies.
pihak BERNAMA telah merekodkan sebanyak
909,848 hits dari orang ramai ke ruangan ini.
Ini menunjukkan ruangan tersebut menjadi
rujukan orang ramai bagi tujuan mendapatkan
maklum balas agensi kerajaan.

Kerjasama dengan MIMOS Collaboration with MIMOS
BPA mendapati kecenderungan orang There has been an increase in the use of
ramai semakin meningkat menggunakan electronic media by the public to express their
media-media elektronik untuk menyatakan views, criticisms and expectations. In view
pandangan, kritikan dan harapan mereka of this, PCB has collaborated with MIMOS
terhadap agensi awam. Oleh yang demikian, to enable the monitoring of news published
BPA telah mengadakan kerjasama dengan in the electronic media through the Online
MIMOS untuk melicinkan pemantauan berita News Scanning System. This system allows
yang disiarkan di media-media elektronik all officers who are managing complaints
melalui Sistem Saringan Berita Online. to obtain information via the online media
Sistem ini membolehkan semua pegawai (online newspapers, blogs, web pages and etc.)
yang menguruskan aduan di kementerian to assist their respective government agencies
mendapatkan maklumat melalui media in monitoring and promptly responding to the
online (akhbar online, blog, laman web dan related news or complaints. The system has been
sebagainya) bagi membantu agensi-agensi adopted by all ministries from 15 November
kerajaan dalam memantau dan memberi 2010. From 1 January to 31 December 2011,
maklum balas kepada berita-berita atau a total of 14,336 news and LTEs have been
aduan-aduan yang berkaitan dengan segera. registered by the Ministries into the i-Aduan
Sistem berkenaan telah diguna pakai oleh System. This collaboration is in line with the call
semua kementerian mulai 15 November 2010. by the Prime Minister that alternative media be
Mulai 1 Januari sehingga 31 Disember 2011, given due attention.
sebanyak 14,336 berita dan SKP online telah
didaftarkan oleh pihak kementerian ke dalam
Sistem i-Aduan menggunapakai sistem ini.
Kerjasama ini adalah selaras dengan saranan
YAB Perdana Menteri supaya tumpuan perlu
diberikan kepada media alternatif.

RANGKAIAN KERJASAMA STRATEGIK STRATEGIC NETWORKING
Perjumpaan dengan Timbalan-Timbalan Meeting with Deputy Secretaries-General of

Ketua Setiausaha Kementerian Ministries
Perjumpaan Ketua Pengarah BPA dengan This meeting between PCB’s Director-General
Timbalan-Timbalan Ketua Setiausaha and Deputy Secretaries-General of Ministries is
Kementerian (TKSU) diadakan sekali setahun held once a year to look into the performance of
bagi membentangkan prestasi pengurusan complaints management in the previous year.
aduan tahun sebelumnya. Selain itu, perjumpaan The meeting held on 8 February 2011 was
yang dilangsungkan pada 8 Februari 2011 also a platform for information-sharing as the
adalah sebagai wadah perkongsian maklumat Deputy Secretaries-General are the complaints
memandangkan TKSU merupakan pegawai monitoring officers in each ministry. Apart
pemantau aduan di kementerian. Ia juga from this, the meeting also aims to strengthen
bermatlamat untuk mengukuhkan jalinan co-operation between PCB and the ministries in
kerjasama di antara BPA dengan kementerian order to enhance complaints management.
demi memantapkan pengurusan aduan.

Perjumpaan Dengan Ketua Komunikasi Meeting with Heads of Corporate

Korporat dan Pegawai Perhubungan Awam Communications (HCCs) and Public
Relations Officers (PROs)
Perjumpaan Ketua Pengarah BPA dengan Ketua
Komunikasi Korporat (KKK) dan Pegawai This is one of the programmes that has been
Perhubungan Awam (PPA) ialah salah satu undertaken by the Corporate Communications
program yang dianjurkan oleh Unit Komunikasi Unit (CCU). It aims at providing a platform to
Korporat. Perjumpaan ini bertujuan untuk discuss and analyse PCB’s periodical Complaints
membentangkan laporan berkala pengurusan Management Reports, providing opportunities
aduan BPA dan berkongsi pengetahuan dan for sharing information and experiences in
pengalaman dalam bidang pengurusan aduan managing complaints from PCB and other
dari BPA dan kementerian, jabatan atau agensi. ministries, departments or agencies. This will
Melalui perjumpaan ini dapat mengeratkan inevitably strengthen ties between all parties.
hubungan kerjasama antara BPA dengan semua This meeting between the DG and the HCCs/
kementerian, jabatan dan agensi. Perjumpaan PROs was held three times throughout 2011,
KP BPA dengan KKK/PPA telah diadakan with the first one held on 5 April 2011 at the ICU
sebanyak tiga kali sepanjang tahun 2011. Hall. The response was less than satisfactory
Perjumpaan KP BPA dengan KKK/PPA bilangan with only 45 HCCs and PROs in attendance.
1 tahun 2011 telah diadakan pada 5 April On 2 August 2011, the second meeting was
2011 di Dewan ICU. Jumlah kehadiran kurang held at the same venue and this time the
memuaskan iaitu seramai 45 orang KKK/PPA attendance rose to 125. The third such meeting
yang hadir. Pada 2 Ogos 2011 perjumpaan was held on 15 December 2011 at Menara
KP BPA dengan KKK/PPA bilangan 2 Tahun Usahawan, Precinct 2 with an attendance
2011 telah diadakan di Dewan ICU juga dan of 116. The Corporate Communications
kehadiran pada kali ini telah meningkat kepada Units of the Kuala Lumpur City Hall and the
125 orang. Perjumpaan KP BPA bersama KKK/ Ministry of Home Affairs were invited
PPA bilangan 3 Tahun 2011 telah diadakan to present a paper on issues related to complaints
pada 15 Disember 2011 di Menara Usahawan, management in this information-sharing session.
Presint 2 dengan kehadiran seramai 116 orang.
Unit Komunikasi Korporat Dewan Bandaraya
Kuala Lumpur (DBKL) dan Kementerian
Dalam Negeri (KDN) turut dijemput untuk
membentangkan kertas berkaitan dengan isu-
isu pengurusan aduan dalam perjumpaan ini
untuk perkongsian pengalaman.

Program Kerjasama Pengurusan Aduan Collaborative Complaints Management

Antara Biro Pengaduan Awam Dan Dewan Programme Between PCB and Kuala Lumpur
Bandaraya Kuala Lumpur City Hall
Program kerjasama pengurusan aduan ini This collaborative programme was the
merupakan cetusan idea Ketua Setiausaha Negara innovative idea of the Chief Secretary to the
berikutan peningkatan bilangan aduan yang Government following an increase in the
diterima oleh agensi awam khususnya Pihak number of complaints received by public
Berkuasa Tempatan (PBT). Dewan Bandaraya agencies, especially the Local Authorities (LA).
Kuala Lumpur (DBKL) telah dipilih sebagai Kuala Lumpur City Hall (DBKL) was chosen
agensi perintis bagi program kerjasama ini pada as the pilot agency for this collaborative
Disember 2009 dan kemuncak pelaksanaan programme in December 2009 and the result of
program ini adalah penubuhan Pusat Panggilan this is the establishment of the Kuala Lumpur
Setempat DBKL (Call Centre) menggunakan Talian City Hall Call Centre (1-800-88-3255 Toll-free
Bebas Tol 1-800-88-3255 dan dilancar secara number), which was launched by YBhg. Tan Sri
rasminya oleh YBhg. Tan Sri Mohd Sidek Hassan, Mohd Sidek Hassan, the Chief Secretary to the
Ketua Setiausaha Negara pada 4 Januari 2010. Government on 4 January 2010.
BPA turut menjalankan pemantauan dan PCB has, since 2010, been monitoring and
menyediakan laporan secara bulanan sejak preparing monthly reports based on data
tahun 2010 berdasarkan data dalam Sistem obtained from the Integrated Public Agency
Pemantauan Aduan Agensi Awam Bersepadu Complaints Monitoring System (i-SPAAA).
(i-SPAAA). Skop laporan pemantauan meliputi The scope of the report covers performance of
prestasi penyelesaian aduan, statistik aduan complaints resolution, statistics of complaints
diterima berdasarkan tahap keutamaan, received according to priority, statistics of
statistik aduan diterima berdasarkan kategori complaints received based on the category of
sumber, prestasi penyelesaian 6 kategori utama resource; the complaints resolution performance
perkhidmatan di DBKL (priority areas) dan of the six priority service areas at DBKL and the
laporan mystery shopping oleh BPA terhadap Call mystery shopping report by PCB with regard to
Centre DBKL. Hasilnya, ia telah memperlihatkan the DBKL Call Centre. This initiative has shown
beberapa kesan yang positif, terutama daripada positive effects, particularly in terms of flexibility
aspek fleksibiliti pengurusan aduan. Aduan in resolving complaints. Complaints channeled
yang disalurkan tidak lagi terhad pada waktu are no longer limited to office hours but can be
pejabat sahaja, malahan boleh dibuat, diterima, lodged, received, managed and monitored any
dikendalikan dan dipantau pada bila-bila masa time and at any place, by the clients, department
dan di mana jua, baik oleh pelanggan, jabatan- of DBKL or even PCB. Throughout 2011, a total
jabatan berkaitan di DBKL, pengurusan DBKL of 13,225 (78%) complaints from 16,950 received
mahupun pihak BPA. Sepanjang tahun 2011, were successfully resolved. Of this total, 50% of
sejumlah 13,225 (78%) aduan telah berjaya the complaints were received through the DBKL
diselesaikan daripada 16,950 aduan yang Call Centre, as well as forms obtained from its
diterima. Daripada jumlah keseluruhan aduan website.
tersebut, 50% aduan diterima melalui saluran
Call Centre DBKL serta borang laman webnya.

BPA akan meneruskan pemantauan ini dan PCB will continue the monitoring and will do
membuat analisis ke atas data-data yang the analysis with the data obtained from DBKL’s
diperolehi daripada Sistem i-SPAAA DBKL untuk i-SPAAA System so as to enable DBKL to improve
pihak DBKL melaksanakan penambahbaikan continously. Overall in 2011, DBKL has shown a
berterusan. Keseluruhannya bagi tahun 2011, commendable level of performance in resolving
DBKL telah menunjukkan prestasi pengurusan complaints with a satisfactory resolution rate
aduan yang baik dengan kadar penyelesaian where a large portion of complaints were
aduan yang memuaskan dengan sebahagian resolved within seven days.
besar aduan dapat diselesaikan dalam tempoh
masa tujuh hari. The Asian Ombudsman Association
Programme
Program Asian Ombudsman Association
The Asian Ombudsman Association (AOA)
Asian Ombudsman Association (AOA) is an independent non-governmental body
adalah sebuah badan bebas bukan kerajaan that represents a professional forum for
yang merupakan forum profesional untuk the Ombudsman in Asian countries. AOA
Ombudsman negara-negara di Asia. AOA is responsible for promoting Ombudsman
principles and practices among member
berperanan untuk mempromosikan prinsip- countries through various programmes.

prinsip dan amalan-amalan Ombudsman di PCB is a member of the AOA, in its capacity
kalangan negara-negara ahli melalui pelbagai as an agency that handles complaints about
pendekatan dan program yang diaturkan. BPA government agencies and is among the most
adalah merupakan ahli kepada AOA dalam active members in AOA. PCB is also one of the
kapasitinya sebagai agensi yang mengendalikan founding members of AOA during its formation
aduan terhadap agensi kerajaan dan juga in 1996.
merupakan salah satu ahli paling aktif dalam
AOA. BPA juga merupakan salah satu ahli
pengasas (founding member) semasa penubuhan
AOA pada tahun 1996.
Bagi tahun 2011, Ketua Pengarah BPA telah For the year 2011, the Director-General
menghadiri aktiviti anjuran AOA seperti attended the following AOA activities:
berikut:
Tarikh Aktiviti Tempat

Date Activity Location
Bangunan Ministry of Internal Affairs and
Mesyuarat Tahunan Ahli Lembaga Communications (MIC), Tokyo, Jepun
5 Disember Pengarah AOA Ministry of Internal Affairs and
5 December
Annual Meeting of the Board of Directors Communications (MIC) Building, Tokyo,
Japan
6 - 7 Disember Persidangan Serantau Numazu, Shizuoka, Jepun
6 - 7 December Regional Conference Numazu, Shizuoka, Japan
Ketua Pengarah BPA yang merupakan salah seorang The Director-General, who was one of the panel
ahli panel dalam sesi Identifying People’s Concerns members for the session ‘Identifying People’s
from Daily Flow of Complaints and Contribute to
Concerns from Daily Flow of Complaints and
Systemic Improvements, telah membentangkan kertas
bertajuk Systemic Improvement in Public Service Contribute to Systemic Improvements’, presented
Delivery: Complaints As a Source of Innovation semasa a paper entitled ‘Systemic Improvements in
persidangan serantau tersebut. Public Service Delivery: Complaints As a Source
of Innovation’ at the regional Conference.

PEMANTAUAN ADUAN YANG MONITORING OF COMPLAINTS
DITERIMA KEMENTERIAN RECEIVED BY MINISTRIES
Pemantauan Aduan Yang Diterima Monitoring of Complaints Received by

Kementerian Ministries
Mesyuarat Panel Pemantauan Penyampaian The Service Delivery Monitoring Panel (3P)
Perkhidmatan (3P) pada 5 Mei 2009 bersetuju Meeting on 5 May 2009 agreed to report on
supaya kementerian melaporkan prestasi the performance of complaints management at
pengurusan aduan masing-masing secara the ministerial level on a monthly basis. PCB is
bulanan. Pihak BPA dipertanggungjawab entrusted with the responsibility of reporting
melaporkannya ke Mesyuarat Panel 3P pada this at the 3P Panel Meetings held monthly.
setiap bulan.
As at 25 December 2011, a total of 80,549
Setakat 25 Disember 2011, sebanyak 80,549 complaints were received by the ministries with
aduan telah diterima oleh kementerian dan 73,097 (90.7%) being successfully resolved.
sebanyak 73,097 (90.7%) telah berjaya
The Ministry that received the highest number
diselesaikan. Kementerian yang menerima
aduan tertinggi adalah Kementerian Wilayah of complaints was the Ministry of Federal
Persekutuan dan Kesejahteraan Bandar Territories and Urban Wellbeing, which had
sebanyak 18,119 aduan dengan 16,703 18,119 complaints with 16,703 (92.2%)
(92.2%) telah berjaya diselesaikan dan complaints being successfully resolved. This was
diikuti dengan Kementerian Sumber Manusia followed by the Ministry of Human Resources
sebanyak 9,340 aduan dengan 8,627 (92.4%) with 9,340 complaints with 8,627 (92.4%)
aduan diselesaikan. Bagi penyelesaian aduan,
complaints being successfully resolved. In
sebanyak 20 (80%) dari 25 kementerian
telah mencapai penyelesaian melebihi 90%. terms of complaints resolution, 20 (80%) of
Ia mencerminkan komitmen yang tinggi dari the 25 ministries have attained a resolution
kementerian terhadap aduan yang diterima. rate of more than 90% which reflect a strong
commitment by the ministries to resolve public
Perbandingan penerimaan dan penyelesaian complaints.
aduan kementerian dalam tahun 2010 dan 2011
adalah seperti jadual berikut:
A comparison of complaints received and
resolved by ministries for 2010 and 2011 is
tabled below:
Perbandingan Penerimaan Dan Penyelesaian Aduan Bagi Tahun 2010 dan 2011
Secara Terus oleh Kementerian
A Comparison of Complaints Received and Resolved Directly by Ministries
for 2010 and 2011
Dalam Tindakan Selesai

Tahun Terima
Year Received
(%) (%)
2010 109,440 12,943 (11.8%) 96,497 (88.2%)
2011 80,549 7,452 (9.3%) 73,097 (90.7%)

Statistik yang diperolehi mendapati terdapatnya Statistics indicate an increase of 2.5% in the
peningkatan dari segi jumlah penyelesaian number of complaints resolved. This shows the
aduan sebanyak 2.5%. Peningkatan penyelesaian determination of the agencies dealing with
ini menunjukkan kesungguhan agensi dalam complaints as well as indicates the improvement
menangani aduan serta tanda peningkatan dalam in public service delivery.
penyampaian perkhidmatan Kerajaan.
The decrease in the number of complaints
Penurunan bilangan penerimaan aduan pula received indicates the effort of the public
menunjukkan agensi-agensi awam ini berusaha agencies to carry out their responsibilities
melaksanakan tanggungjawabnya dengan effectively. This is the result of the Government’s
berkesan. Ini berdasarkan inisiatif dan dasar initiative and policy to be more open and willing
semasa Kerajaan yang lebih terbuka serta to listen to the voice of the people.
bersedia untuk mendengar suara rakyat dan
menyelami denyut nadi kehidupan sebenar Although the number of complaints received
mereka. have decreased, the public agencies still
maintained the various complaint channels
Walaupun bilangan penerimaan aduan to enable the citizens to openly and directly
berkurangan, agensi-agensi awam masih communicate their problems without limit on
kekal mempelbagaikan saluran aduan demi time or place by taking full advantage of the
memudahkan rakyat berkomunikasi dan capability of information technology. This is
menyampaikan masalah mereka secara langsung evident in the actions and determination shown
dan terbuka tanpa mengecualikan masa dan by the agencies in resolving complaints.
tempat dengan menggembleng sepenuhnya
kemudahan teknologi maklumat. Ia terbukti
daripada tindak-tanduk dan kesungguhan
agensi-agensi awam menyelesaikan aduan
yang diterima.

Aduan Yang Diterima Oleh Kementerian Secara Terus Dalam Tahun 2011
Complaints Received Directly by Ministries in 2011
Jumlah Aduan
Total Complaints
Bil. Kementerian
Terima
Received
(%) (%)
Wilayah Persekutuan dan Kesejahteraan
1,416 16,703
1. Bandar 18,119
(7.82%) (92.18%)
Federal Territories and Urban Wellbeing
Sumber Manusia 713 8,627
2. 9,340
Human Resources (7.63%) (92.37%)
Kepenggunaan 3,141 5,946
3. 9,087
Domestic Trade, Co-operatives and (34.57%) (65.43%)
Consumerism
Sumber Asli dan Alam Sekitar 48 8,541
4. 8,589
Natural Resources and Environment (0.56%) (99.44%)
Jabatan Perdana Menteri 10 8,300
5. 8,310
Dalam Negeri 174 7,054
6. 7,228
Home Affairs (2.41%) (97.59%)
Kerja Raya 2 6,115
7. 6,117
Works (0.03%) (99.97%)
Perumahan dan Kerajaan Tempatan 249 3,158
8. 3,407
Pelajaran 797 1,183
9. 1,980
Education (40.25%) (59.75%)
Penerangan, Komunikasi dan Kebudayaan 145 1,426
10. 1,571
Kesihatan 448 596
11. 1,044
Health (42.91%) (57.09%)
Kewangan 80 680
12. 760
Finance (10.53%) (89.47%)
Pelancongan 56 676
13. 732
Tourism (7.65%) (92.35%)
Belia dan Sukan 705
14. 705 0
Youth and Sports (100%)
115 538
15. Masyarakat 653
(17.61%) (82.39%)
Women, Family and Community Development
16. 561

Jumlah Aduan
Total Complaints
Bil. Kementerian
Terima
Received
(%) (%)
Pertahanan 11 539
17. 550
Defence (2.00%) (98.00%)
Kemajuan Luar Bandar dan Wilayah 23 419
18. 442
Rural and Regional Development (5.20%) (94.80%)
19. 440
Pertanian dan Industri Asas Tani 7 335
20. 342
Agriculture and Agro-Based Industry (2.05%) (97.95%)
Pengangkutan 4 247
21. 251
Transport (1.59%) (98.41%)
Luar Negeri 7 193
22. 200
Foreign Affairs (3.50%) (96.50%)
Perdagangan Antarabangsa dan Industri 59
23. 59 0
International Trade and Industry (100%)
24. 38 0
Science, Technology and Innovation (100%)
25. 24 0
Plantation Industries and Commodities (100%)
Jumlah 7,452 73,097
80,549
Total (9.25%) (90.75%)

SISTEM E-RATING E-RATING SYSTEM
Sistem E-Rating E-Rating System
BPA ialah antara salah satu jabatan/agensi PCB is one of the agencies using the e-rating
yang mengguna pakai sistem e-Rating untuk system to obtain real time customer feedback.
mendapatkan maklum balas segera pelanggan PCB customers are able to assess the quality of
secara real time. Pelanggan-pelanggan BPA service PCB provides at service counters.
boleh menilai kualiti perkhidmatan BPA di
kaunter-kaunter perkhidmatan. Apart from PCB Headquarters, all state PCBs
are using this system as well. At the end of each
Selain daripada ibu pejabat BPA, pejabat- month, the Corporate Communications Unit will
pejabat BPA negeri juga turut mengguna pakai coordinate and compile the feedback, prepare
sistem e-Rating. Pada setiap hujung bulan Unit a report and upload this report onto the PCB
Komunikasi Korporat akan menyelaraskan website.
maklum balas yang diterima dan dikumpul
untuk penyediaan laporan. Laporan yang
disediakan akan dimuat naik ke laman web BPA.

SISTEM E-RATING E-RATING SYSTEM
Berikut adalah laporan ringkas mengenai analisis The following is a report summary for 2011 with
perkhidmatan BPA berdasarkan maklum balas regard to the analysis of PCB service, based on the
pelanggan secara bulanan bagi tahun 2011. monthly customer feedback.
Laporan Maklum Balas Segera Pelanggan Tahun 2011

Report on Instant Customer Feedback 2011
Tahap Kepuasan
Satisfaction Level
Bil. Bulan Jumlah
No. Month Tidak berpuas Total
Berpuas hati
hati
Satisfied
Dissatisfied
Januari 122 6
1. 128
January (95.3%) (4.7%)
Februari 122
2. 0 122
February (100%)
Mac 124
3. 0 124
March (100%)
134 3
4. April 137
(97.8%) (2.2%)
Mei 113
5. 0 113
May (100%)
Jun 123 1
6. 124
June (99.2%) (0.8%)
Julai 120
7. 0 120
July (100%)
Ogos 99 3
8. 102
August (97.1%) (2.9%)
88 2
9. September 90
(97.8%) (2.2%)
Oktober 106 1
10. 107
October (99.1%) (0.9%)
104
11. November 0 104
(100%)
Disember 95
12. 0 95
December (100%)
Jumlah 1,350 16
1,366
Total (98.8 %) (1.2 % )
wisdom
“Terdapat tiga kaedah untuk memperolehi
kebijaksanaan: yang pertama melalui muhasabah diri,
yang paling mulia; kedua mencontohi, yang paling
mudah; dan ketiga melalui pengalaman, yang paling
menyukarkan.”
“By three methods we may learn wisdom: first, by

reflection, which is noblest; second, by imitation, which is
easiest; and third, by experience, which is the most bitter.”
Confucius
thinking
“Masalah tidak dapat diatasi menggunakan tahap
pemikiran yang menyebabkan masalah tersebut”
“Problems cannot be solved by the same

level of thinking that created them.”
Albert Einstein
BPA BERSAMA MEDIA PCB WITH THE MEDIA
BPA Bersama Media PCB With The Media
Peranan media sangat penting dalam The media plays an important role in promoting
mempromosikan dan menghebahkan peranan PCB’s roles and functions to the public. In
dan fungsi BPA kepada orang ramai. Sepanjang 2011, the Director-General and State Directors
tahun 2011, Ketua Pengarah dan Pengarah provided several interviews indicated below:
Negeri telah mengadakan beberapa wawancara
seperti berikut:
Bil. Tarikh Wawancara oleh

No. Date Interviewed by
15 Mac Rancangan Hello Malaysia siaran 502 Bernama TV

1.
15 March Hello Malaysia Programme on Channel 502 Bernama TV
1 Julai Akhbar Nanyang Siang Pau
2.
1 July Nanyang Siang Pau Newspaper
7 Julai Rancangan Selamat Pagi 1Malaysia siaran TV1
3.
7 July “Selamat Pagi 1Malaysia” Programme on TV1
7 Julai Akhbar Tamil Nesan
4.
7 July Tamil Nesan Newspaper
5 Ogos Rancangan Berita TV1
5.
5 August TV1 News Programme
16 Ogos Akhbar Oriental Daily
6.
16 August Oriental Daily Newspaper
24 Ogos Akhbar Malaysia Nanban dan Makkal Osai
7.
24 August Newspaper Malaysia Nanban and Makkal Osai
Radio Sabah FM
8. 9 September
Sabah FM Radio
Majalah Impiana Group
9. 20 September
Impiana Group Magazine

Rancangan Hello
Malaysia siaran 502
Bernama TV
Hello Malaysia
Programme on Channel
502 Bernama TV
Akhbar Nanyang Siang Pau

Nanyang Siang Pau Newspaper
Rancangan Selamat Pagi

1Malaysia Siaran RTM1
“Selamat Pagi 1Malaysia”
Programme on RTM1
Akhbar Tamil Nesan

Tamil Nesan Newspaper

Rancangan Berita TV1

TV1 News Programme
Akhbar Oriental Daily

Oriental Daily Newspaper
Malaysia Nanban dan

Makkal Osai
Malaysia Nanban and
Makkal Osai
Radio Sabah FM
Sabah FM Radio
Majalah Impiana Group

Impiana Group Magazine

success
“Orang yang berjaya hari ini lebih baik dari semalam dan
esok lebih baik daripada hari ini.
Jika sama sahaja hari ini, semalam dan kelmarin, maka dia
dianggap gagal.”
“He who succeeds today is better than yesterday and

tomorrow is better than today, if he is the same today,
yesterday and tomorrow then he is considered to have
failed.”
Imam Ghazali
innovation
“Inovasi membezakan antara pemimpin dan pengikut.”
“Innovation distinguishes between a leader and a

follower.”
Steve Jobs
creativity
“Kita seharusnya berfikiran kritis dan konstruktif dalam
menunaikan tanggungjawab dan amanah dengan mencari
penyelesaian-penyelesaian kreatif dan inovatif di luar
kelaziman.”
“We should be thinking critically and constructively in

carrying out the responsibility and trust given to us by
looking for creative and innovative solutions.”
YAB Dato’ Sri Mohd Najib bin Tun Haji Abdul Razak
Majlis Perdana Perkhidmatan Awam Ke-11
11th Premier Civil Service Dialogue
KHIDMAT PENGURUSAN MANAGEMENT SERVICES
Pengenalan Introduction
Bahagian Khidmat Pengurusan (BKP) The Management Services Division (MSD) is

bertanggungjawab untuk memberi perkhidmatan responsible for providing support services which
sokongan yang melibatkan pengurusan kewangan, include financial management, human resource
pengurusan sumber manusia, pengurusan aset dan management, asset and store management,
stor, pengurusan kontrak, pengurusan teknologi contract management, information and
maklumat dan komunikasi (ICT) serta hal-hal communication technology management as
berkaitan pentadbiran. Pelbagai program dan well as all matters concerning administration.
aktiviti telah dirancang dan dilaksanakan oleh BKP Various programmes and activities were
sepanjang tahun 2011 dalam usaha untuk memberi planned and carried out by MSD for the year
perkhidmatan sokongan yang terbaik kepada 2011, in an effort to provide the best support
seluruh warga BPA. services to all PCB personnel.
Prestasi Kewangan Financial Performance
BPA telah mendapat peruntukan kewangan In 2011, PCB received a financial allocation of
belanja mengurus bagi tahun 2011 sebanyak RM15,000,000.00 for operating expenditure of
RM15,000,000.00. Sepanjang 2011, BPA telah which a total of RM 14,449,796.16 (96.33%)
membelanjakan sebanyak RM14,449,796.16 was spent.
(96.33%).
Prestasi Perbelanjaan Peruntukan Belanja Mengurus Tahun 2011

Performance of Operating Expenditure in 2011
550,203.84
(3.7%)
14,449,796.16
(96.3%)
Perbelanjaan / Expenditure Baki / Balance

Berdasarkan pengauditan yang dibuat Based on audits done by the Internal Audit
oleh Bahagian Audit Dalam serta melalui Division and through “Ezsnap” the rating of
“Ezsnap”, prestasi pengurusan kewangan PCB’s financial performance is ‘Commendable’,
BPA sama ada di peringkat Ibu Pejabat dan both at Headquarters and at State Offices.
Cawangan Negeri adalah berada di tahap yang
memberangsangkan.
Skor Pematuhan Audit 2011

2011 Compliance Audit Scores
Markah Keseluruhan
Bil. Pusat Tanggungjawab (Pejabat BPA)
Pematuhan (%)
No. Responsible Centre (PCB Office)
Overall Compliance Marks (%)
1. Selangor 100% (Ezsnap)
2. 100% (Ezsnap)
3. Melaka/Negeri Sembilan 100% (Ezsnap)
4. Perak 98.77% (Ezsnap)

Ibu Pejabat
5. 85.87%
Headquarters
6. Terengganu/Kelantan 97.62% (Ezsnap)
7. Pulau Pinang/Kedah/Perlis 97.08%
8. Pahang 97.44% (Ezsnap)
9. Johor 85.54%
10. Sarawak 92.08%
11. Sabah 92.80%
BPA juga telah berjaya menguruskan PCB has also successfully managed the payment
pembayaran bil dalam tempoh yang ditetapkan of bills within the stipulated period where
di mana 99.77% bil dibayar dalam tempoh 99.7% of bills were paid within a period of less
kurang dari 7 hari manakala baki 0.23% than 7 days while the remaining 0.23% was
dibayar tidak melebihi 14 hari. paid within 14 days.
Pengurusan Bayaran Bil Dalam Tahun 2011

Management of Bill Payments for 2011
Hari Bilangan Bil Nilai (RM)

Day Number of Bills Value (RM)
3,182 5,020,213.22
≤7
(99.91%) (99.77%)
3 11,625.00
8 - 14
(0.09%) (0.23%)
Jumlah
3,185 5,031,838.72
Total

Pengurusan Aset Asset Management
Pada tahun 2011, Unit Pengurusan Aset yang diketuai In 2011, the Asset Management Unit, headed by
oleh Penolong Pegawai Tadbir Gred N27 dan dibantu the Assistant Administration Officer Grade N27,
oleh dua orang Pembantu Tadbir (Perkeranian/ and assisted by two Administrative Assistants
Operasi) Gred N17 telah berjaya melaksanakan tugas (Clerical/Operation) Grade N17, has successfully
pengurusan aset dan stor BPA. Ketua Unit Aset telah carried out its duties in managing the store and
dilantik menganggotai Pasukan Petugas Pemantauan assets of PCB. The Head of Asset Unit, has been
Pengurusan Aset dan Stor Agensi-agensi di bawah appointed to the Task Force to Monitor Store
Jabatan Perdana Menteri (JPM). and Asset Management of Agencies under the
Prime Minister’s Department.
Pelantikan baru pegawai dan kakitangan BPA yang
terlibat dengan pengurusan aset dan stor di peringkat The new appointment of PCB officers and
Ibu Pejabat dan Pejabat BPA Negeri telah dibuat dan support staff involved in the store and asset
senarai nama terkini telah diedarkan kepada semua management at the PCB Headquarters and State
Pejabat BPA Negeri. Pemeriksaan aset dan verifikasi Offices have been completed and an updated list
stor di BPA Ibu Pejabat dan Pejabat BPA Negeri juga of their names have been distributed to all PCB
telah dijalankan mengikut perancangan. State Offices. Asset checks and store verification
at PCB Headquarters and State Offices have
Sepanjang tahun 2011, Mesyuarat Jawatankuasa also been carried out according to schedule.
Pengurusan Aset Alih Kerajaan (JKPAK) BPA telah
diadakan sebanyak empat kali. Laporan Tahunan For 2011, the PCB Movable Asset Committee
Pengurusan Aset dan Stor tahun 2011 BPA Meetings were held four times. The PCB Store
telah berjaya dikemukakan kepada Bahagian and Asset Management Annual Report 2011
Kewangan dan Pembangunan, JPM mengikut was successfully presented to the Finance and
tarikh yang ditetapkan. Secara keseluruhan, Development Division of the Prime Minister’s
sehingga 31 Disember 2011, aset BPA Department according to the schedule. Overall,
berjumlah 3,106 dengan nilai RM5,221,834.00. Ini as at 31 December 2011, the total number of
merangkumi harta modal berjumlah 663 dengan assets for PCB is 3,106 valued at RM5,221,834.00.
nilai RM4,483,741.00 dan inventori berjumlah 2,443 This includes capital assets totalling 663 valued
dengan nilai RM738,093.00. at RM4,483,741.00 and an inventory total of
2,443 valued at RM738,093.00.

Perolehan Harta Modal ( ICT dan Bukan ICT) Procurement of Capital Assets (ICT and Non
ICT)
Pada tahun 2011, BPA telah melaksanakan
perolehan peralatan ICT dan bukan ICT For 2011, PCB has carried out the procurement
berjumlah RM43,689.00 seperti berikut: of ICT and non-ICT equipment totalling
RM43,689.00 as follows:
Kuantiti Jumlah
Bil. Item Pejabat BPA
Quantity Total
No. Item PCB Office
(Unit) (RM)
Kad Perakam Waktu
1. 1 1,080.00 Selangor
Punch Card
Sabah
Motorised Projector Wall Screen Sarawak
2. 4 5,980.00
Motorised Projector Wall Screen Pahang
Selangor
Ibu Pejabat
LCD Projector
3. 2 3,200.00 Headquaters
LCD Projector
Selangor
Sistem Pengurusan Aset:
Asset Management System:
Pencetak Barkod 1 2,463.00

Barcode Printer
Ibu Pejabat
4.
Headquaters
Pengimbas Barkod 1 607.00
Barcode Scanner
Pengimbas Mudah Alih 1 5,984.00

Mobile Scanner
Hard Disk Server Sistem i-Aduan
Ibu Pejabat
5. Hard Disk Server for i-Aduan 2 2,776.00
Headquaters
System
Server Latihan dan Pembangunan
i-SPAAA Ibu Pejabat
6. 1 7,899.00
Server for Training and Headquaters
Development of i-SPAAA
Microsoft Windows Server 2008
Enterprise Ibu Pejabat
7. 1 8,100.00
Microsoft Windows Server 2008 Headquaters
Enterprise
Ibu Pejabat
Scanner
8. 2 5,600.00 Headquaters
Scanner
Selangor
Jumlah
43,689.00
Total

Pelupusan Aset Alih Kerajaan Disposal of Government Movable Assets
Sepanjang tahun 2011, BPA Ibu Pejabat dan In 2011, PCB Headquarters and State Offices
Pejabat BPA Negeri telah melaksanakan conducted several write-off exercises, covering
pelupusan aset merangkumi aset peralatan ICT ICT equipment and non-ICT equipment. The
dan peralatan bukan ICT. Perincian maklumat details of the write-off are as follows:
pelupusan adalah seperti berikut:
Bil. Pejabat BPA Jenis Aset Unit Kaedah Pelupusan

No. PCB Office Type of Asset Unit Method of Disposal
Peralatan Gimnasium Pindahan ke Perbadanan Putrajaya
2
Gymnasium equipment Transferred to Putrajaya Corporation
Hadiah kepada Sekolah Menengah Teknik
Kereta Pajero Kajang, Selangor
1
Pajero Vehicle Presented to Kajang Technical Secondary
School, Selangor
Komputer Riba
3
Ibu Pejabat Laptop Jualan sisa
1. Junk sale
Headquarters Pencetak
4
Printer
Komputer
38
Computer
Komputer Riba Pindahan ke Pejabat BPA Negeri
1
Laptop Transferred to State PCB
Pemain DVD
1
DVD Player
Kereta Pajero Hadiah kepada Sekolah Menengah
1
Pajero Vehicle Vokasional Tanjung Puteri, Johor Bahru
2. Johor
Mesin laminate Gift to Tanjung Puteri Vocational Secondary
1 School, Johor Bahru
Laminate Machine
Kamera
1
Camera
Mesin perincih
1
Terengganu/ Shredder Secara buang
3.
Kelantan Kerusi Dispose
3
Chair
Kamera
1
Camera
Kerusi
15
Chair Secara buang
4. Sarawak
Mesin Faks Dispose
1
Facsimile Machine
Komputer
4
Pulau Pinang/ Computer Secara buang
5.
Kedah/Perlis Pencetak Dispose
3
Printer
Kereta Pajero Hadiah kepada Jabatan Kerja Raya Malaysia
1
Pajero Vehicle Gift to Public Works Department
6. Kuala Lumpur
Peralatan ICT Jualan sisa
19
ICT Equipment Junk sale
Sistem Pengurusan Aset Asset Management System
Pelaksanaan Sistem Pengurusan Aset (SPA) di Asset Management System (AMS) was
BPA Ibu Pejabat telah mula dilaksanakan pada implemented at PCB Headquarters in late
akhir tahun 2010 dengan berkongsi server 2010, sharing the PAJPM server. In 2011, Phase
PAJPM. Pada tahun 2011, BPA telah berjaya 1 of AMS was successfully carried out which
melaksanakan SPA Fasa 1 yang merangkumi included an Administrator Module; Supplier
Modul Administrator, Modul Pembekal; Module; Code Control Module; Registration
Modul Kawalan Kod; Modul Pendaftaran; Module; and Placement Module. Phase 2 will
dan Modul Penempatan. Pelaksanaan Fasa be implemented in 2012 after an audit of the
2 akan dimulakan pada tahun 2012 selepas AMS is carried out by the Ministry of Finance.
pengauditan Sistem SPA dijalankan oleh With the implementation of AMS, the recording
pihak Kementerian Kewangan. Dengan of PCB assets becomes more systematic which
pelaksanaan SPA, perekodan aset BPA menjadi facilitates maintenance and write-off.
lebih sistematik dan memudahkan urusan
penyelenggaraan serta pelupusan. Contract Management
Pengurusan Kontrak The administration and management of

contracts plays an important role in government
Pentadbiran dan pengurusan kontrak procurement in ensuring contractors fulfill
memainkan peranan yang penting dalam all obligations under the signed contract. It
perolehan kerajaan bagi memastikan becomes the responsibility of each officer to
kontraktor memenuhi semua obligasinya di
ensure that the government gets the maximum
bawah kontrak yang ditandatangani. Adalah
menjadi tanggungjawab setiap pegawai untuk benefit and value for the payments to be made.
memastikan kerajaan mendapat nilai dan faedah This includes making sure that the quality of
maksimum untuk bayaran yang akan dibuat the products being supplied adheres to the
oleh kerajaan. Ia termasuk memastikan kualiti specifications in the contract or if it is a service
barangan yang dibekalkan menepati spesifikasi that is being provided, that the service meets
dalam kontrak atau jika perkhidmatan yang the specifications or frequency in accordance
diberikan, perkhidmatan tersebut mengikut with the agreed quality.
spesifikasi atau kekerapan dan mengikut mutu
yang telah dipersetujui.
In an effort to ensure that the interests of the
Bagi memastikan kepentingan kerajaan government is given priority and is guaranteed
sentiasa terjamin menerusi kontrak-kontrak in the contracts, a Contract Management
yang dimasuki, Laporan Pengurusan Kontrak Report is tabled once every two months at the
dibentangkan di dalam Mesyuarat Pengurusan PCB Management Meetings, beginning 2011.
BPA setiap dua bulan sekali bermula pada tahun This makes it possible for close and detailed
2011. Dengan demikian, pihak pengurusan
monitoring of on-going contracts. The Contract
dapat memantau secara dekat dan terperinci
kontrak-kontrak yang sedang berkuat kuasa di Management Report is yet another initiative by
BPA terutama di peringkat Pejabat BPA Negeri. PCB in its effort to ensure that the principles
Laporan Pengurusan Kontrak ini juga merupakan of government procurement, in particular
salah satu usaha BPA dalam memastikan supaya the elements of accountability to the public,
prinsip-prinsip perolehan kerajaan iaitu elemen management transparency, fair and open
akauntabiliti awam, pengurusan secara telus, competition as well as the best value for money
mempunyai nilai faedah yang terbaik, persaingan
is practised in administrating the PCB contracts
terbuka serta adil dan saksama diamalkan dalam
mentadbir kontrak-kontrak BPA yang sedang already in force.
berkuat kuasa.

Perjawatan Personnel
Perjawatan di BPA sehingga 31 Disember 2011 As at 31 December 2011, PCB has 226 positions
adalah sebanyak 226 jawatan dengan pengisian with 211 (93.36%) having been filled. This
sebanyak 211 (93.36%). Perjawatan ini adalah includes establishments at the Headquarters
meliputi perjawatan di Ibu Pejabat dan sepuluh and ten State Offices.
Pejabat BPA Negeri.
In 2011, the request to strengthen the staffing
Pada tahun 2011, pengukuhan perjawatan BPA of PCB was approved through Establishments
telah diluluskan melalui Waran Perjawatan Warrant No. A 14, 2011 dated 26 January 2011,
Bilangan A 14 Tahun 2011 bertarikh 26 Januari that came into force effective 1 January 2011.
2011 yang berkuatkuasa mulai 1 Januari With this warrant, the establishments in PCB
2011. Melalui waran ini, perjawatan BPA telah were reduced from to 236 to 233, after taking
dikurangkan daripada 236 kepada 233 setelah into account the abolition and upgrading of
mengambilkira pemansuhan dan naik taraf several positions at Headquarters and the State
beberapa perjawatan di Ibu Pejabat, BPA Negeri Offices of Kedah and Kelantan.
Kedah dan BPA Negeri Kelantan.
PCB also surrendered seven positions to the
BPA juga telah menyerahkan tujuh perjawatan Enforcement Agency Integrity Commission
ke Suruhanjaya Integriti Agensi Penguatkuasaan (EAIC) through Establishments Approval Letter
(SIAP) melalui Surat Kelulusan Perjawatan No. A19, 2011 dated 20 May 2011 that came
Bilangan A 19 Tahun 2011 bertarikh 20 Mei 2011 into force from 1 April 2011.
yang berkuatkuasa mulai 1 April 2011.

Pembangunan Modal Insan Human Capital Development
Untuk meningkatkan pengetahuan dan The Human Resources Unit (HRU) encourages
kemahiran modal insan, sebanyak 11 kursus, all PCB personnel to attend courses, workshops
bengkel dan ceramah anjuran Unit Sumber or lectures, regardless of whether it is conducted
Manusia telah diadakan sepanjang tahun
by the Government or private sector training
2011 selain menggalakkan warga BPA
menghadiri kursus, bengkel atau ceramah institutions to enhance the knowlege and
anjuran institusi latihan Kerajaan dan swasta. skills of the human capital. HRU has organised
Secara keseluruhan, prestasi warga BPA yang 11 courses, workshops and lectures in 2011.
memenuhi keperluan berkursus tujuh hari Overall, the percentage of PCB personnel who
setahun bagi tahun 2011 adalah 98 %. have fulfilled the requirement to attend seven
days of training in a year is 98% for 2011.
Kursus Anjuran BPA Dalam Tahun 2011

Courses Organised by PCB in 2011
Bil. Nama Kursus/Bengkel Tarikh

No. Name of Course/Workshop Date
Bengkel Pengurusan Aset e-SPA 18-19 Januari 2011
1.
e-SPA Asset Management Workshop 18-19 January 2011
Kursus Nilai-Nilai Murni dan Jati Diri 4 Mei 2011
2.
Building Self-Esteem and Values Course 4 May 2011
Kursus Pengurusan Rekod dan Fail 18-19 Mei 2011
3.
Records and File Management Course 18-19 May 2011
Bengkel Pembangunan Pelan Strategik Teknologi Maklumat Siri 1
6-7 Jun 2011
4. Strategic Plan Development for Information Technology Workshop
6-7 June 2011
Series 1
Kursus Sistem Pengurusan Aduan i-SPAAA 13 Julai 2011
5.
i-SPAAA Complaint Management System 13 July 2011
18-20 Julai 2011
18-20 July 2011
Series 2
Kursus Modul Latihan Pengurusan Aduan Awam 12 Julai 2011
7.
Public Complaints Management Training Module 12 July 2011
Bengkel Penambahbaikan Modul Latihan Pengurusan Aduan Awam
22-24 November 2011
8. Workshop to Improve the Training Module for Public Complaints
22-24 November 2011
Management
18-19 Ogos 2011
18-19 August 2011
Series 3
Kursus Audit Dalam MS ISO 9001:2008 12-13 Disember 2011
10.
MS ISO 9001:2008 Audit Course 12-13 December 2011
Kursus Pengenalan PHP dan mySQL 19-21 Disember 2011
11.
Introductory Course to PHP and mySQL 19-21 December 2011

BPA turut menetapkan warganya supaya PCB believes that learning is lifelong and
mengikuti program latihan melalui has set the requirement for its personnel to
E-Pembelajaran Sektor Awam (EPSA) sebagai attend training programmes through Public
inisiatif pembelajaran berterusan yang Sector E-Learning (EPSA). As of 31 December
diamalkan di BPA. Sehingga 31 Disember 2011, 88% of PCB personnel have successfully
2011, 88% warga BPA telah berjaya mengikuti completed the EPSA programmes.
program EPSA.
Besides this, in 2011, PCB has enhanced the
Disamping itu, pada tahun 2011 BPA juga telah Orientation Programme for new officers and
memantapkan lagi pelaksanaan Program supporting staff, to provide early exposure
Orientasi kepada pegawai dan kakitangan baru and guidance regarding the operations of
bertujuan untuk memberikan pendedahan PCB, particularly the aspect of complaints
awal dan bimbingan berhubung perjalanan management. A total of 46 new officers and
operasi di BPA, terutamanya dalam aspek staff were involved in this programme.
pengurusan aduan. Seramai 46 orang pegawai
dan kakitangan baru telah terlibat dengan In accordance with Service Circular No. 8,
program ini. 2010, a Mentor Programme, was introduced in
February 2011, for new officers and supporting
Selaras dengan Surat Pekeliling Perkhidmatan staff who have been transferred to PCB. This is
Bilangan 8 Tahun 2010, Program Mentor to enable the mentor and mentee to share work
telah diperkenalkan kepada pegawai dan knowledge and experience in an effort to assist
kakitangan baru yang bertukar masuk ke in the career development of the mentee.
BPA mulai Februari 2011. Ini bertujuan bagi
membolehkan mentor dan mentee berkongsi In an effort to broaden, enrich and enhance the
pengetahuan dan pengalaman kerja dalam tasks of the officers and supporting staff, PCB
membantu kemajuan kerjaya mentee. has carried out internal work rotation according
to the appropriate duration as well as transfer
Bagi memperluaskan dan memperkayakan tugas of officers out of PCB. Internal work rotation
pegawai dan kakitangan, BPA telah melaksanakan contributes to an increase in productivity of
pusingan kerja dalaman mengikut tempoh yang individuals and the organisation. In 2011, 14
sesuai di samping pertukaran keluar pegawai. officers and support staff were involved in the
Pusingan kerja dalaman ini dapat menyumbang internal work rotation initiative and 48 officers
kepada peningkatan produktiviti individu dan and support staff transferred out of PCB or
organisasi. Seramai 14 orang pegawai dan retired.
kakitangan telah terlibat dengan pusingan kerja
dalaman dan seramai 48 orang pegawai dan
kakitangan telah bertukar keluar dari BPA atau
berpencen bagi tahun 2011.
Pencapaian Program Latihan Warga BPA
Achievements of Training Programmes for PCB Personnel
4 (1.9%)
207 (98.1%)
Mencapai Sasaran Menghadiri Kursus 7 Hari/Achieved 7 Days Target of Attending

Course
Tidak Mencapai Sasaran Menghadiri Kursus 7 Hari/Not Achieving 7 Days Target of
Attending Course
Inisiatif Penempatan Pelajar Latihan Practical Student Placement Initiative

Industri
This is one of the initiatives carried out under
Sebagai salah satu inisiatif dalam melaksanakan PCB’s Corporate Social Responsibility (CSR)
program Corporate Social Responsibilty (CSR), programme. PCB networks with the Public and
BPA telah mengadakan jaringan dengan Institut Private Institutes of Higher Learning to offer
Pengajian Tinggi Awam dan Swasta (IPTA/IPTS) placements at Headquarters or State Offices
untuk menempatkan pelajar yang menjalani for students doing industrial training. As at 31
latihan industri di Ibu Pejabat serta Pejabat BPA December 2011, a total of 17 students from both
Negeri. Sehingga 31 Disember 2011, seramai 17 categories of institutes underwent industrial
orang pelajar IPTA dan IPTS telah menjalani latihan training at PCB as follows:
industri di BPA seperti berikut:
Pejabat BPA Bilangan Pelajar

PCB Office Number of Student
Ibu Pejabat
1
Headquarters
Pulau Pinang/Kedah/Perlis 1
Selangor 2
Melaka/Negeri Sembilan 3
Pahang 3
Terengganu/Kelantan 6
Sabah 1
Jumlah
17
Total

Sistem Maklumat Pengurusan Sumber Human Resource Management Information

Manusia (HRMIS) System (HRMIS)
Pelaksanaan Sistem Maklumat Pengurusan The implementation of the Human Resource

Sumber Manusia (HRMIS) di BPA telah menjadi Management Information System in PCB
satu budaya kerja yang disambut baik oleh has become a work culture that has received
warganya. Sepanjang tahun 2011, BPA telah encouraging response from its members. For
melaksanakan beberapa sub modul tambahan 2011, PCB has implemented several additional
iaitu Sub Modul Pengurusan Tuntutan Dan sub modules, i.e. Sub module for Management of
Pendahuluan Diri, Sub Modul Pengurusan Claims and Advances, Sub module for Employer-
Perhubungan Majikan-Pekerja (MBJ) dan Employee Relationship Management and Module
Modul Perolehan Sumber Manusia (Fungsi for Human Resource Acquisition (Requests for
Permohonan Pertukaran). Prestasi pelaksanaan Transfer Function). The HRMIS implementation
HRMIS tahun 2011 bagi empat sub modul achievement for the four main sub modules are
utama adalah seperti berikut: as follows:
Sub Modul Pencapaian

Sub Module Achievement
(%)
Rekod Peribadi
99.67
Personal Record
Profil Perkhidmatan
97.56
Service Profile
Perisytiharan Harta
99.05
Asset Declaration
Sasaran Kerja Tahunan
90.52
Yearly Work Target

Majlis Bersama Jabatan (MBJ) Departmental Joint Council (DJC)
Sepanjang tahun 2011, BPA telah mengadakan In 2011, PCB has had three DJC meetings,
tiga kali mesyuarat MBJ yang dipengerusikan chaired by the Director-General, i.e. on 21 April
oleh Ketua Pengarah BPA iaitu pada 21 April 2011, 22 June 2011 and 23 December 2011.
2011, 22 Jun 2011 dan 23 Disember 2011, These meetings discussed and resolved various
bagi membincangkan dan merungkai pelbagai issues and problems related to PCB personnel as
isu dan permasalahan yang berkaitan dengan well as to the management of the organisation.
warga BPA serta perjalanan organisasi.
DJC 2011 Resolutions are:
Usul MBJ Tahun 2011 ialah:
1. The Review of the Philosophy of DJC;
1. Falsafah MBJ Direnung Semula; 2. Proposal to Improve Regulations Through
2. Cadangan Penambahbaikan Peraturan the Preparation of Uniform Guidelines;
Melalui Penyediaan Garis Panduan 3. Proposal to Improve the Management of
Seragam; Human Resources (Service);
3. Cadangan Penambahbaikan Pengurusan 4. Proposal to Improve Asset and Maintenance
Sumber Manusia; Management;
4. Cadangan Penambahbaikan Pengurusan 5. Proposal to Improve Work Stations and
Aset dan Penyelenggaraan; Facilities;
5. Cadangan Penambahbaikan Stesen Kerja 6. Proposal to Visit and Learn from DJCs of
dan Kelengkapan Bertugas; Other Public Agencies;
6. Cadangan Lawatan Sambil Belajar Ke MBJ
7. Clarification on the Status of Payment for
agensi awam lain;
7. Penjelasan Berhubung Status Bayaran Parking;
Letak Kereta; 8. Welfare of PCB Personnel if the MAMPU-
8. Kebajikan Warga BPA di Negeri Jika PCB Merger is Implemented;
Penggabungan MAMPU-BPA Dilaksanakan; 9. Standardisation of Corrective Actions to
9. Penyeragaman Tindakan Pembetulan Bagi Upgrade the Internet Speed at PCB State
Peningkatan Kelajuan Capaian Internet di Offices;
Pejabat BPA Negeri; 10. Status of Incentive Payments for Store
10. Status Bayaran Insentif Pengurusan Stor;
Management;
11. Fleksibiliti Latihan/Kursus Melalui EPSA;
dan 11. Flexibility in Training Courses through
12. Penyeragaman Senarai Tugas Baru EPSA; and
Pembantu Operasi Bagi SBPA di Semua 12. Standardisation of the New Duties List for
Entiti BPA. Operator Assistants under SBPA at All PCB
Entities.
Pelaksanaan Amalan 5S di BPA Implementation of 5S Practice at PCB
Persekitaran kerja yang kondusif adalah Creating a conducive work environment is an

merupakan salah satu aspek penting yang important element in increasing productivity.
membantu dalam meningkatkan produktiviti. This can be done through the implementation of
Persekitaran kerja yang kondusif ini boleh the 5S Practice. In this regard, PCB has started
dibentuk melalui pelaksanaan Amalan 5S. an initiative to implement the elements of 5S by
Sehubungan itu, BPA telah memulakan inisiatif having an introductory briefing session about
untuk melaksanakan elemen 5S dengan the 5S Practice to PCB personnel in Putrajaya
mengadakan taklimat pengenalan Amalan 5S on 14 September 2011.
kepada warga BPA Putrajaya pada 14 September
2011. Bagi membincangkan perjalanan A Steering Committee was formed on 11
kemajuan pelaksanaan 5S di BPA, Jawatankuasa October 2011 to discuss the progress of
Pemandu telah dibentuk pada 11 Oktober 2011. the implementation in PCB. In an effort to
imbibe and inculcate the 5S Practice in PCB,
Sebagai salah satu promosi bagi membudayakan a competition to create a logo and slogan for
pelaksanaan Amalan 5S di BPA, satu the 5S Practice was held in November 2011.
pertandingan mencipta logo dan slogan Amalan The winning logo and slogan would become the
5S telah diadakan pada bulan November 2011. official logo and slogan in the implementation
Logo dan slogan pemenang yang terpilih of the 5S Practice.
telah dijadikan logo dan slogan rasmi dalam
pelaksanaan Amalan 5S di BPA. Besides this, PCB carried out ‘gotong-royong’
programmes every Friday to ensure the
Di samping itu juga, BPA telah melaksanakan continuity of the 5S Practice. With this 5S
program gotong-royong pada setiap hari Jumaat Practice, a Coordinating Officer has been
dalam memastikan pelaksanaan Amalan 5S appointed for each working area.
secara berterusan. Melalui Amalan 5S juga,
penetapan dan pelantikan Pegawai Penyelaras The 5S Practice will continue to ensure that
bagi setiap ruangan kerja telah dilaksanakan. the work environment is conducive as well
as to provide a medium for PCB personnel to
Pelakasanaan Amalan 5S ini akan diteruskan generate innovative ideas that will aid in the
bagi memastikan persekitaran kerja yang implementation of this programme.
kondusif dapat dibentuk di samping ianya
menjadi salah satu ruangan untuk Warga BPA
menghasilkan inovasi serta idea-idea baru yang
membantu dalam pelaksanaan program ini.

Pembangunan Pelan Strategik Teknologi Development of Information Technology

Maklumat Strategic Plan
Pada tahun 2011, BPA telah mengambil langkah In 2011, PCB took measures to develop an
membangunkan Pelan Strategik Teknologi Maklumat Information Technology Strategic Plan (ITSP)
(PSTM) bagi menyokong Pelan to support the PCB
Strategik BPA agar kedua- Strategic Plan so as both
duanya berjalan seiring untuk will run in tandem to
mencapai matlamat organisasi. achieve the objectives of
Pembangunan PSTM mengambil the organisation. ITSP
masa selama 5 bulan (Mac hingga took 5 months to develop
Ogos 2011) dan mendapat (March to August
kerjasama sepenuhnya dari 2011) and received full
Pasukan Perunding ICT MAMPU. cooperation from the
Sebanyak enam siri perbincangan ICT Consultant Team
dan tiga siri bengkel telah diadakan. from MAMPU. A series of
six discussions and three
Dokumen PSTM BPA bagi
tempoh 2011 hingga 2015 ini workshops were held.
akan dijadikan panduan dan
rujukan dalam pelaksanaan The ITSP Document will,
program-program ICT BPA selaras dengan arahan for the period 2011 to 2015, function as a guide
Surat Pekeliling Am Bilangan 4 Tahun 2004. and reference for the implementation of ICT
programmes at PCB in line with the directive in
the General Circular Letter No. 4, 2004.

Perkhidmatan Unit Teknologi Maklumat Services of the Information Technology Unit
Pasukan Pengendali Insiden Keselamatan The ICT Security Incident Team (CertPCB)
ICT BPA
PCB has initiated the creation of an ICT Security
BPA telah mengambil inisiatif menubuhkan Incident Team that is responsible for handling
Pasukan Pengendali Insiden Keselamatan the management of ICT security at PCB
ICT BPA (CertBPA), yang bertanggungjawab
Headquarters and State PCB Offices on 17 June
dalam mengendalikan pengurusan insiden
keselamatan ICT di Ibu Pejabat BPA dan Pejabat 2011.
BPA Negeri pada 17 Jun 2011.
There have been two incidents involving the
Sebanyak dua insiden keselamatan yang failure to access the email system that has been
melibatkan kegagalan capaian kepada sistem successfully resolved by the CertPCB team. This
email agensi telah berjaya diatasi oleh pasukan team has attended two knowledge-sharing
certBPA. Pasukan ini juga telah menghadiri dua sessions organised by MAMPU, i.e. Training in
sesi perkongsian ilmu yang dianjurkan oleh Analysis of Log Failures and Penetration Test.
pihak MAMPU iaitu Latihan Analisa Fail Log
dan Penetration Test. PCB Website
Laman Web BPA The PCB Website has obtained a 4-star rating in
the Malaysia Government Portals and Websites
Laman web BPA telah memperolehi penarafan Assessment (MGPWA) 2011 and 2010 where
empat bintang dalam Malaysia Government PCB’s website ranking moved from 27th position
Portals and Websites Assessment (MGPWA) in 2010 to 15th position in 2011.
2011 dan 2010 di mana kedudukan Laman Web
BPA telah meningkat dari kedudukan tempat ke
27 pada tahun 2010 ke tempat 15 pada tahun
2011.
Cabutan Laporan MGPWA Bagi Tahun 2011 dan 2010
Excerpts from the MGPWA Report for 2011 and 2010
Penyelenggaraan dan Pemantauan Maintenance and Monitoring
Pada tahun 2011, sebagai langkah penjimatan In 2011, as a cost-saving measure in

penyelenggaraan perkakasan dan peralatan maintenance of hardware and ICT equipment,
ICT telah dilaksanakan sendiri Unit Teknologi the Information Technology Unit at PCB carried
Maklumat BPA. Pemantauan yang rapi out the maintenance themselves. The close
dan berterusan telah dijalankan terhadap and consistent monitoring conducted on the
sistem pengurusan aduan bagi memastikan complaints management system ensures that
semua pihak khususnya orang ramai dapat
all parties, the public in particular, are able to
menghubungi BPA secara atas talian pada bila-
bila masa. contact PCB online and at any time.
Pelaksanaan Inisiatif ICT Hijau Implementation of Green ICT Initiative
Bagi menyokong penggunaan ICT Hijau dalam In support of the use of Green ICT in Public
Perkhidmatan Awam, BPA telah mengambil Service, PCB has taken the initiative to plan and
inisiatif melaksanakan dan merancang carry out measures that can be put in practice
langkah-langkah yang boleh dipraktikkan to support the National Green Technology
bagi menyokong Dasar Teknologi Hijau Policy based on the ICT Usage Guidelines
Negara berlandaskan kepada Garis Panduan Towards a Green ICT in Public Service. Among
Penggunaan ICT Ke Arah ICT Hijau Dalam the measures taken are:
Perkhidmatan Awam. Antara tindakan yang
telah diambil: • To create awareness among PCB personnel
about Green ICT through ICT Knowledge-
• Kesedaran kepada warga BPA mengenai ICT Sharing Sessions;
Hijau melalui Sesi Perkongsian Ilmu ICT;
• To request the suppliers to provide Eco-
• Perolehan perkhidmatan penyewaan friendly Green ICT hardware in procurement
komputer dan pencetak dengan meminta of computer and printer rental service;
pihak pembekal membekalkan perkakasan
• To dispose of equipment and ICT hardware
yang berkonsepkan ICT Hijau (eco- friendly);
as e-waste; and
• Pelupusan peralatan dan perkakasan ICT
• To use laptops during meetings and
dilaksanakan secara e-waste; dan
distribute the minutes of meeting through
• Penggunaan komputer riba semasa e-mail.
mesyuarat dan edaran minit mesyuarat
melalui e-mel.
Penggantian Peralatan ICT ICT Equipment Replacement
Sebagai langkah alternatif, BPA telah mengambil As an alternative, PCB has taken the approach
pendekatan melaksanakan kaedah penggantian of replacing ICT equipment by leasing them
peralatan ICT secara sewaan melalui eBidding through e-Bidding, after obtaining approval
setelah mendapat kelulusan Jawatankuasa from the PCB Steering Committee for
Pemandu Teknologi Maklumat BPA (JPICT) pada Information Technology on 28 April 2011. A
28 April 2011. Sebanyak 75 unit komputer dan total of 75 computer units and nine printer units
sembilan unit pencetak dengan kos berjumlah with a total cost of RM264,372.00 were leased
RM264,372.00 telah disewa bagi tempoh for a period of two years. Computers from the
dua tahun. Manakala penggantian komputer Headquarters were sent to replace the ones at
di peringkat negeri dibuat secara pindahan the State Offices.
komputer dari di Ibu Pejabat.

Pengurusan Fail File Management
Salah satu usaha yang dijalankan oleh Unit One of the efforts taken by the Administrative
Pentadbiran pada tahun 2011 bagi meningkatkan Unit to raise the quality of support services in
lagi mutu perkhidmatan sokongan di BPA PCB is in the area of file management. PCB, with
adalah dari segi pengurusan fail. BPA dengan the cooperation of the National Archives has
kerjasama Arkib Negara telah berjaya menyusun successfully restructured the file classification
semula klasifikasi fail dan draf terakhir Buku and the final draft of the PCB’s Guidebook to
Panduan Klasifikasi Fail BPA telah dapat disiapkan File Classification was completed at the end of
pada akhir tahun 2011. Adalah diharapkan buku 2011. It is hoped that the guidebook will be
panduan ini kelak akan dapat dijadikan rujukan used in future as a reference for all Records
kepada semua Pegawai Rekod di BPA dan Pegawai
Officers and Clerks in PCB.
Kerani Rekod.
Penyusunan semula klasifikasi fail ini merupakan Restructuring the file classification is a pre-
pra-syarat ke arah pelaksanaan Sistem requisite toward the implementation of the
Pengurusan Dokumen dan Rekod Elektronik Electronic Document and Records Management
(EDRMS) yang telah ditetapkan dalam Panduan System (EDRMS) that is stipulated in the
Strategi Pemeliharaan Rekod Kerajaan Elektronik Government Record Preserving Strategy Guide
(eSPARK) dan Malaysian Standard MS2223-
(eSPARK) and the Malaysian Standard MS2223-
1:2009-Information and Documentation Records
Management. 1:2009-Information and Documentation
Records Management.
Keselamatan Pejabat
Office Security
Susulan dari lawatan oleh pasukan Inspektorat
Pejabat Ketua Pegawai Keselamatan Kerajaan As a follow-up to the visit by the Inspectorate
pada 29 Mac 2011, BPA telah mengambil tindakan
team from the Office of the Chief Government
pembetulan dan pencegahan dari pelbagai aspek
Security Officer on 29 March 2011, PCB has
yang meliputi keselamatan umum, keselamatan
fizikal, keselamatan dokumen dan keselamatan taken corrective and preventive actions on
peribadi. Pemantauan secara berterusan dan various aspects that include general safety,
berbukti juga telah dilaksanakan selaras dengan physical safety, document safekeeping and
Buku Arahan Keselamatan dan peraturan- personal safety. Consistent and documented
peraturan yang sedang berkuatkuasa. monitoring has also been carried out in
accordance with the Security Instruction Book
and regulations that are already in force.

MS ISO 9001:2008 MS ISO 9001:2008
BPA telah memulakan inisiatif persijilan MS ISO PCB had begun initiatives to obtain MS ISO
9001:2008 pada penghujung tahun 2009 dan 9001:2008 certification at the end of 2009
telah berjaya memperolehi pengiktirafan sijil MS and succeeded in getting MS ISO 9001:2008
ISO 9001:2008 dalam Pengurusan Aduan Awam certification in Public Complaints Management
pada 30 Julai 2010. on 30 July 2010.
Pada tahun 2011, pihak SIRIM telah menjalankan In 2011, SIRIM carried out a surveillance audit
audit pemantauan (surveillance audit) pada from 27 to 29 June 2011 and PCB succeeded in
27 hingga 29 Jun 2011 dan BPA telah berjaya maintaining its MS ISO 9001:2008 certification
mengekalkan pensijilan MS ISO 9001:2008 for 2011/2012. For the year 2011, two
bagi tahun 2011/2012. Sepanjang tahun Management Review Meetings were held, i.e. on
2011, sebanyak dua Mesyuarat Kajian Semula 29 June 2011 and 14 December 2011.
Pengurusan (MKSP) telah diadakan iaitu pada 29
Jun 2011 dan 14 Disember 2011. For the purpose of maintaining the certification,
several measures were carried out throughout
Bagi tujuan pengekalan pensijilan, beberapa 2011; among them are the appointment of a new
tindakan telah dilaksanakan sepanjang Secretariat, a Liaison Officer (LO) and a Team to
tahun 2011, antaranya ialah pelantikan baru Implement MS ISO 9001:2008; a special briefing
Urusetia, Liaison Officer (LO) dan Pasukan for the LO; a letter confirming follow-up action
Pelaksana MS ISO 9001:2008, taklimat khas by the State Directors; improvement of the ISO
kepada LO, surat pengesahan tindakan susulan corner and distributing MS ISO 9001:2008 kits.
oleh pengarah negeri, penambahbaikan sudut
An Internal Audit course was also held with the
ISO dan pengedaran Kit MS ISO 9001:2008
BPA. Satu kursus Audit Dalam juga telah cooperation of SIRIM from 12 to 13 December
diadakan dengan kerjasama pihak SIRIM pada 2011.
12 hingga 13 Disember 2011.

Perhimpunan Bulanan | Monthly Assembly
Dato’ Dr. Tam Weng Wah

Amanat Tahun Baru 2011
2011 New Year’s Message
3 Januari/January 2011
Rogayah binti A. Bakar

Organisasi Pembelajaran
Learning Organisation
9 Februari/February 2011
Najimudin bin Esa

Hati dan Mati
Heart (Feeling) and Death
9 Mac/March 2011
Tengku Adnin bin Tengku Adnan

Manfaat Kesihatan Daripada Pisang
Health Benefit from Banana
6 Mei/May 2011
Majlis Penyampaian Anugerah Perkhidmatan Cemerlang BPA

PCB’s Excellent Services Award Ceremony
6 April 2011
Mohd Asri bin Mohamad

Laman Sosial
Social Sites
2 Jun/June 2011

Azlan Shah bin Abdul Latif
Perhimpunan Bulanan | Monthly Assembly

Hak Terhadap Maklumat
Right to Information
6 Julai/July 2011
Azlina binti Ali

Teknologi Hijau dan ICT
Green Technology and ICT
5 Oktober/October 2011
Hishamuddin Fitri bin Abu Hasan

Business Excellence Model
3 Ogos/August 2011
Nuraznida binti Abdul Halyily

Mencari Nilai Kebahagiaan
Finding the Value of Happiness
9 November 2011
Wan Ali bin Wan Husin

Bekerja Dengan Lebih Bijak
Working Smarter
14 September 2011
Nur Ikram bin Aziz

Hijrah-7 Langkah Networking
Yang Usahawan Perlu Tahu
Hijrah-7 Networking Steps that
Entrepreneurs Should Know
9 November 2011

Lawatan | Visits
Lawatan oleh Institut Penyelidikan

Perhutanan Malaysia (FRIM) pada
19 Januari 2011
Visit by Forest Research Institute
Malaysia (FRIM ) on 19 January
2011
Lawatan oleh Kesatuan

Perkhidmatan Perguruan Malaysia
(NUTP)
pada 24 Januari 2011
Visit by National Union of Teaching
Profession (NUTP)
on 24 January 2011
Pertemuan Ketua Pengarah BPA

dengan Ombudsman New Delhi,
India pada 17 Mei 2011
The Meeting of Director-General
of PCB with the Ombudsman of
New Delhi, India 17 May 2011
Perjumpaan Ketua
Pengarah BPA dan
Ketua Pengarah
Jabatan Penerangan
pada 21 Jun 2011
The Director-General of
PCB meets with
Director-General of
Information Department
on 21 June 2011

Lawatan | Visits
Lawatan oleh Delegasi Vietnam,
Dr. Van Tt Thu, Timbalan Menteri
pada 4 Ogos 2011
Visit by Vietnamese Delegation,
Dr. Van Tt Thu, Deputy Minister
on 4 August 2011
Lawatan Rasmi Menteri di

Jabatan Perdana Menteri,
YB Senator
Datuk Seri Palanivel A/L
K. Govindasamy pada
25 Ogos 2011
Official Visit by YB Senator
Datuk Seri Palanivel A/L
K. Govindasamy on
25 August 2011
Lawatan daripada
Yayasan Inovasi Malaysia
pada 27 September 2011
Visit from Innovation
Foundation Malaysia on
27 September 2011
Lawatan oleh
Delegasi China pada
30 November 2011
Visit by Delegation
from China on 30
November 2011

PUSPANITA CAWANGAN KECIL BPA PUSPANITA PCB SUB-BRANCH
Bil. Tarikh Aktiviti

No. Date Activity
Pengerusi menghadiri “Ulang Tahun Ke-10 Kementerian Pembangunan Wanita, Keluarga dan
17 Januari Masyarakat”
1
17 January The Chairperson attended the Ministry of Women, Family and Community Development’s 10th
Anniversary
11 Februari Mesyuarat Terhimpun PCK BPA
2
11 February PUSPANITA PCB Sub-Branch Meeting
23, 24 dan 25
Februari Latihan Futsal
3
23, 24 and 25 Futsal Training
February
25 Februari Kutipan Hari Jualan PUSPANITA
4
25 February PUSPANITA Sales Day Collection
26 dan 27
Menyertai Pertandingan Futsal Jabatan Perdana Menteri (JPM) di Taman Pancarona, Presint 18
Februari
5 Participated in the Prime Minister’s Department (PMD) Futsal Competition at Taman Pancarona,
26 and 27
Precinct 18
February
Mulai
Februari Jualan barang-barang runcit (3 in 1 & snack)
6
Effective Sale of retail goods (3 in 1 & snacks)
February
3 Mac Menghantar 7 orang ahli ke Mesyuarat Agung PUSPANITA JPM
7
3 March Sent 7 members to the PUSPANITA PMD Annual General Meeting
Menghantar 8 orang ahli ke seminar sempena Maulidur Rasul “Rasulullah: Ikon Keluarga
3 Mac Bahagia” anjuran Jabatan Kemajuan Islam Malaysia (JAKIM)
8
3 March Sent 8 members to a seminar in conjunction with Maulidur Rasul “Rasulullah: Happy Family Icon”
organised by JAKIM
4 Mac Kutipan Hari Jualan PUSPANITA
9
4 March PUSPANITA Sales Day Collection
4 Mac Lawatan seramai 12 peserta ke Program Hari Kraf Kebangsaan
10
4 March Visit by 12 participants to National Craft Day Programme
Menghantar 3 orang ahli ke Ceramah “Ibu Bapa Cemerlang, Anak-anak Terbilang” bersama
16 Mac
11 PUSPANITA JAKIM
16 March
Sent 3 members to a talk on “Excellent Parents, Outstanding Children” with PUSPANITA JAKIM
24 Mac Menyertai perlawanan persahabatan di padang bola jaring Sekolah Menengah Teknik Sepang
12
24 March Participated in a friendly match at the Sepang Technical Secondary School’s Netball Field
25 Mac Mesyuarat AJK PCK BPA Bil. 1/2011
13
25 March PUSPANITA PCB Sub-Branch Committee Meeting No. 1/2011
26 Mac Menyertai Pertandingan Bola Jaring JPM
14
26 March Participated in PMD Netball Competition
Setiap hari
Selasa Latihan Badminton
15
Every Badminton Practise
Tuesday
Menghantar 10 orang ahli ke Seminar Wanita dan Perundangan anjuran Biro Agama PUSPANITA
12 April JPM
16
Sent 10 members to a Seminar on Women and Law, organised by the Religious Bureau PUSPANITA
PMD
Menyertai pertandingan Bowling Anjuran Biro Sukan PUSPANITA JPM
17 15 April
Participated in the Bowling Tournament, organised by the Sports Bureau PUSPANITA PMD
Taklimat Wasiat Badal (Upah) Haji dan Tabungan Haji
18 15 April
Briefing on “Wasiat Badal (Upah) Haji dan Tabungan Haji”

PUSPANITA CAWANGAN KECIL BPA PUSPANITA PCB SUB-BRANCH

No. Date Activity
Pengerusi menghadiri Majlis ‘Ladies Night’ sempena Mesyuarat Agung Perwakilan
4 Mei PUSPANITA Ke-29
19
4 May The Chairperson attended the ‘Ladies Night’ Celebrations in conjunction with the 29th
PUSPANITA Representatives General Meeting
5 Mei Pengerusi menghadiri “Mesyuarat Agung Perwakilan PUSPANITA Ke-29”
20
5 May The Chairperson attended the 29th PUSPANITA Representatives General Meeting
7 Mei Menyertai Pertandingan Bola Tampar JPM
21
7 May Participated in the PMD Volleyball Competition
12 Mei Menganjurkan Kempen Derma Darah bersama Pusat Darah Negara
22
12 May Organised the Blood Donation Campaign in collaboration with the National Blood Centre
27 Mei Lawatan ke Kilang High 5 Bread Town
23
27 May Visit to the High 5 Bread Town Factory
1 Julai Pengerusi dan 3 orang ahli menghadiri “PUSPANITA JPM Ladies Nite”
24
1 July The Chairperson and 3 members attended the “PMD PUSPANITA Ladies’ Night”
2 Julai Menganjurkan pertandingan kanak-kanak sempena Hari Keluarga BPA
25
2 July Organised a children’s competition in conjunction with PCB Family Day
Program kebajikan (CSR) di Rumah Titian Kasih, Titiwangsa, Kuala Lumpur bersama dengan
16 Julai PPTD dan PUSPANITA MOSTI
26
16 July CSR programme at Rumah Titian Kasih, Titiwangsa, Kuala Lumpur together with PPTD and
PUSPANITA MOSTI
Pengerusi dan 2 orang ahli menghadiri “The Women’s Summit” oleh Kementerian
25 Julai Pembangunan Wanita, Keluarga dan Masyarakat
27
25 July The Chairperson and 2 members attended ‘The Women’s Summit” by Ministry of Women,
Family and Community Development
27 Julai Mesyuarat AJK PCK BPA Bil. 2/2011
28
27 July PUSPANITA PCB Sub-Branch Meeting No. 2/2011
Bekerjasama dengan Kelab Kebajikan BPA untuk penganjuran bersama Jamuan Hari Raya
29 14 September Aidilfitri Biro Pengaduan Awam
Jointly organised the PCB Hari Raya Aidilfitri Reception in collaboration with PCB Welfare Club
Sesi Latihan Bowling di Arl Power Bowl, Alamanda, Putrajaya
30 23 September
Bowling training sessions at Alamanda, Putrajaya
Menyertai Pertandingan Bowling anjuran Kelab Bukit Perdana, JPM
31 25 September
Bowling Tournament organised by Kelab Bukit Perdana, PMD
Pengerusi menghadiri “Anugerah Perdana Menteri Usahawan Wanita dan Penggiat Sosial
Wanita ” oleh Kementerian Pembangunan Wanita, Keluarga dan Masyarakat
32 25 September
Chairperson attended the Prime Minister’s Award for Women Entrepreneurs and Social
Activists by Ministry of Women, Family and Community Development
Menghantar 2 orang ahli menghadiri Program Penyelenggaraan Laman Web PUSPANITA
33 3 November Cawangan JPM
Sent 2 members to attend the PMD PUSPANITA Branch’s Website Maintenance Programme
Menghantar 4 orang ahli menghadiri Program Pembangunan Blog anjuran Biro Seranta dan
ICT
34 14 November
Sent 4 members to attend the Blog Development Programme organised by Publicity and ICT
Bureau
Pengerusi menghadiri “High Tea in Conjunction With Islamic Fashion Festival” oleh
Kementerian Pelancongan
35 18 November
Chairperson attended the High Tea in conjunction with Islamic Fashion Festival by Ministry of
Tourism
16 Disember Majlis Keraian PUSPANITA Cawangan Kecil BPA
36
16 December PUSPANITA PCB Branch Celebrations

PUSPANITA Cawangan Kecil BPA | PUSPANITA PCB Sub-Branch
Program kebajikan di Rumah Titian Kasih, Titiwangsa, Kuala Lumpur bersama dengan PPTD dan
PUSPANITA MOSTI (1a, 1b dan 1c)
CSR programme at Rumah Titian Kasih, Titiwangsa, Kuala Lumpur together with PPTD and
PUSPANITA MOSTI (1a, 1b and 1c )
Mesyuarat Terhimpun (2)
Sub-Branch Meeting (2)

PUSPANITA Cawangan Kecil BPA | PUSPANITA PCB Sub-Branch
Pertandingan Bola Jaring (1)

Netball Competition (1)
Lawatan ke Kilang Roti High 5 (2)
Visit to the High 5 Bread Factory (2)
Program Derma Darah (3a dan 3b)
Blood Donation Programme (3a and 3b)

KELAB SUKAN DAN PCB SPORTS AND
KEBAJIKAN BPA WELFARE CLUB

No. Date Activity
Setiap Hari Selasa Latihan badminton
1.
Every Tuesday Badminton training
Kejohanan Futsal Piala Putrajaya Kota Belia 2011
BPA telah menyertai kejohanan tersebut yang diadakan di Gelanggang
22 Januari Futsal 1Malaysia, Presint 18, Putrajaya
2.
22 January Putrajaya Kota Belia 2011 Futsal Championship Cup
PCB participated in the championship that was held at the 1 Malaysia Futsal
Courts, Precinct 18, Putrajaya
Kejohanan Futsal JPM 2011
BPA telah menyertai kejohanan tersebut yang dirasmikan oleh Tan Sri
KSN juga turut hadir KP BPA di Gelanggang Futsal 1Malaysia Presint 18,
26 Februari Putrajaya
3.
26 February PMD 2011 Futsal Championships
PCB participated in this championship that was officiated by Tan Sri KSN
and also present is the Director-General PCB at the 1 Malaysia Futsal Courts,
Precinct 18, Putrajaya
BPA telah mengadakan perlawanan badminton persahabatan dengan JRM
15 Mac
4. keputusan perlawanan BPA menjaya mengalahkan JRM 5-0
15 March
PCB had a friendly badminton match with JRM, with PCB defeating JRM 5-0
Kejohanan Bola Jaring JPM 2011
Pasukan wanita BPA telah menyertai kejohanan tersebut yang telah
26 Mac diadakan di Taman Pancarona, Presint 18, Putrajaya
5.
26 March PMD 2011 Netball Championships
The Women’s team took part in this championship that was held at Taman
Pancarona, Precinct 18, Putrajaya
Treasure Hunt JPM 2011
BPA menghantar 1 pasukan untuk menyertai program tersebut
6. 16 April
PMD Treasure Hunt 2011
PCB sent one team for this event
BPA telah mengadakan perlawanan bolasepak persahabatan dengan MKN
7. 28 April keputusan perlawanan BPA menjaya mengalahkan MKN dengan 3-1
PCB had a friendly football match with MKN, with PCB beating MKN 3-1
Pertandingan Bola Tampar JPM 2011
BPA telah menghantar 2 pasukan lelaki/wanita bagi menyertai kejohanan
7 Mei tersebut di Taman Pancarona, Presint 18, Putrajaya.
8.
7 May PMD 2011 Volleyball Tournament
PCB sent two men’s/women’s team to take part at Taman Pancarona,
Precinct 18, Putrajaya
Kejohanan Dragon Boat JPM 2011
BPA telah menyertai Kejohanan tesebut yang telah diadakan di Kompleks
21-22 Mei Sukan Air, Presint 6, Putrajaya
9.
21-22 May PMD 2011 Dragon Boat Championships
PCB participated in this championship that was held at the Water Sports
Complex, Precinct 6, Putrajaya

KELAB SUKAN DAN PCB SPORTS AND
KEBAJIKAN BPA WELFARE CLUB

No. Date Activity
Hari Keluarga BPA 2011
2 Julai Program tersebut telah diadakan di FRIM, Kepong
10. 2 July PCB 2011 Family Day
This programme was held at FRIM, Kepong
Jualan Kek Lapis
BPA telah mengadakan jualan kek lapis sempena sambutan Hari Raya
Sepanjang Ogos Aidilfitri
11.
Throughout August Sale of Layered Cake
PCB had a sale of layered cake in conjunction with Hari Raya Aidilfitri
celebrations
Kejohanan Bowling JPM 2011
BPA telah menghantar 2 pasukan wanita bagi menyertai Kejohanan
tesebut di ARL Power Bowl, Alamanda, Putrajaya
12. 25 September
PMD 2011 Bowling Championships
PCB sent 2 women’s teams for this Championship held at ARL Power Bowl,
Alamanda, Putrajaya
13. 10-11 Disember Kejohanan Badminton JPM 2011
10-11 December BPA telah menyertai kejohanan tersebut di Dewan Serbaguna Kuarters
KLIA, Nilai, Negeri Sembilan
JPM 2011 Badminton Championships
PCB participated in this Championship held at the Multipurpose Hall, KLIA
Quarters, Nilai, Negeri Sembilan
KESUMBA melalui Biro Publisiti juga telah KESUMBA, through the Publicity Bureau created
mewujudkan sebuah blog dengan entri a blog with the first entry on 13 May 2011.
pertamanya pada 13 Mei 2011. Blog ini boleh This blog can be accessed through the address:
dicapai melalui alamat kesumba-bpa.blogspot. kesumba-bpa.blogspot.com. This blog functions
com. Pewujudan blog ini adalah sebagai as a communication medium between club
medium komunikasi yang dekat antara sesama members and it contains information such as the
ahli kelab ini. Blog ini mengandungi maklumat history of KESUMBA and recent activities that
seperti sejarah penubuhan KESUMBA dan can be followed by all club members.
aktiviti terkini yang boleh diikuti oleh semua
ahli kelab.

|
Kelab Sukan dan Kebajikan BPA
Pertandingan Bola Tampar JPM (1a dan 1b)

PMD Volleyball Tournament (1a and 1b)
Hari Keluarga di FRIM (2a, 2b dan 2c)
Family Day at FRIM (2a, 2b and 2c)

Kelab Sukan dan Kebajikan BPA
|
Pertandingan Dragon Boat JPM (1a, 1b dan 1c)

PMD Dragon Boat Competition (1a, 1b and 1c)

VARIOUS ACTIVITY
|
PELBAGAI AKTIVITI
Perjumpaan Ketua Pengarah (KP) BPA dengan Timbalan Ketua Setiausaha Kementerian (1)
Meeting between Director-General (DG) of PCB and Deputy Secretaries-General of Ministries (1)
Malam Transformasi (2)
Transformation Night (2)
Perjumpaan KP BPA dengan Ketua Komunikasi Korporat/Pegawai Perhubungan Awam Kementerian/
Agensi (3)
Meeting between DG of PCB and Heads of Corporate Communications/Public Relations Officers of
Ministry/ Agency (3)
Penyerahan Derma Kilat Mangsa Tanah Runtuh (4)
Handing Over of the Donation Collected for Victims of a Land Slide (4)
Majlis Menandatangani Borang Sign Off PSTM (5)
Signing of PSTM Sign Off Form Ceremony (5)

STATISTIK STATISTICS
Penyelesaian Aduan Dalam Tempoh 15 Hari Mengikut Kementerian Dalam Tahun 2011
Complaints Resolved Within 15 Days by Ministries in 2011
Jumlah Aduan
Total Complaints
Bil. Kementerian Selesai Dalam
No. Ministry Tempoh 15 Hari
Terima Selesai
Resolved Within
Received Resolved
15 Days
(%)
Perdagangan Antarabangsa dan Industri 12 12
1. 12
International Trade and Industry ( 100% ) ( 100% )
Sains, Teknologi dan Inovasi 8 8
2. 8
Science, Technology and Innovation (100%) (100%)
Dalam Negeri 1,356 1,138
3. 1,356
Home Affairs (100%) (83.9%)
Pertahanan 44 36
4. 44
Defence (100%) (81.8%)
Luar Negeri 16 12
5. 16
Foreign Affairs (100%) (75.0%)
Pertanian dan Industri Asas Tani 143 104
6. 143
Agriculture and Agro-Based Industry (100%) (72.7%)
Jabatan Perdana Menteri 384 274
7. 389
Pelancongan 27 19
8. 27
Tourism (100%) (70.4%)
9. 268
254 157
10. Masyarakat 261
(97.3%) (61.8%)
Women, Family and Community Development
Penerangan, Komunikasi dan Kebudayaan 626 386

11. 638

Kepenggunaan 415 255
12. 415
Domestic Trade, Co-operatives and (100%) (61.4%)
Consumerism
Kewangan 576 344
13. 587
Finance (98.1%) (59.7%)
Belia dan Sukan 12 7
14. 13
Youth and Sports (92.3%) (58.3%)
Sumber Manusia 315 181
15. 315
Human Resources (100%) (57.5%)
Sumber Asli dan Alam Sekitar 369 211

16. 369
Natural Resources and Environment (100%) (57.2%)

Penyelesaian Aduan Dalam Tempoh 15 Hari Mengikut Kementerian Dalam Tahun 2011
Complaints Resolved Within 15 Days by Ministries in 2011
Jumlah Aduan
Total Complaints
Bil. Kementerian Selesai Dalam
No. Ministry Tempoh 15 Hari
Terima Selesai
Resolved Within
Received Resolved
15 Days
(%)
Kerja Raya 786 425
17. 818
Works (96.1%) (54.1%)
Pengangkutan 282 152
18. 293
Transport (96.2%) (53.9%)
Perumahan dan Kerajaan Tempatan 181 94
19. 190
20. 426
Pelajaran 366 184

21. 368
Education (99.5%) (50.3%)
Kesihatan 529 263

22. 542
Health (97.6%) (49.7%)
Kemajuan Luar Bandar dan Wilayah 145 71

23. 145
Rural and Regional Development (100%) (49%)
Wilayah Persekutuan dan Kesejahteraan Bandar 624 284

24. 667
Federal Territories and Urban Wellbeing (93.6%) (45.5%)
Perusahaan Perladangan dan Komoditi 13 2

25. 13
Plantation Industries and Commodities (100%) (15.4%)
Jumlah 8,163 5,011

8,321
Total (98.1%) (60.2%)

1. Kelewatan atau Tiada Tindakan

Delay or No Action
Jumlah Aduan
Total Complaints
Bil. Kementerian Kelewatan atau

No. Ministry Terima Tiada Tindakan
Received Delay or No Action
(%)
Wilayah Persekutuan dan Kesejahteraan Bandar 415

1. 667
Federal Territories and Urban Wellbeing (62.2%)
2. 369
3. 190
Kerja Raya 448
4. 818
Works (54.8%)
Pembangunan Wanita, Keluarga dan Masyarakat 139
5. 261
Women, Family and Community Development (53.3%)
6. 426
Pengajian Tinggi 125
7. 268
8. 145
9. 143
Agriculture and Agro-Based Industry (43.4%)
Dalam Negeri 525
10. 1,356
Pelajaran 127
11. 368
Education ( 34.5% )
Sumber Manusia 108
12. 315
Human Resources (34.3%)
13. 12
International Trade and Industry (33.3%)
Belia dan Sukan 4
14. 13
15. 389
Pertahanan 12
16. 44
Defence (27.3%)
Kewangan 159
17. 585
Finance (27.2%)
Luar Negeri 4
18. 16

1. Kelewatan atau Tiada Tindakan

Delay or No Action
Jumlah Aduan
Total Complaints
Bil. Kementerian
Kelewatan atau
No. Ministry
Terima Tiada Tindakan
Received Delay or No Action
(%)
97
19. Kepenggunaan 415
(23.4%)
20. 13
Plantation Industries and Commodities (23.1%)
Penerangan, Komunikasi dan Kebudayaan 131
21. 638
Information, Communications and Culture (20.5%)
Pengangkutan 58
22. 293
Transport (19.8%)
Kesihatan 99
23. 542
Health (18.3%)
Pelancongan 3
24. 27
Tourism (11.1%)
Sains, Teknologi dan Inovasi
25. 8 -
Science, Technology and Innovation
Jumlah 3,241
8,321
Total (38.9%)

2. Kualiti Perkhidmatan Yang Tidak Memuaskan Termasuk Kaunter dan Telefon

Unsatisfactory Service Quality Including Counter and Telephone
Jumlah Aduan
Total Complaints
Bil. Kementerian Kualiti Perkhidmatan

No. Ministry Kurang Memuaskan
Terima
Unsatisfactory Service
Received
Quality
(%)
1. 8
Kesihatan 286
2. 542
Health (52.8%)
3. 638
Luar Negeri 7
4. 16
Pengangkutan 108
5. 293
Transport (36.9%)
Pelancongan 9
6. 27
Tourism (33.3%)
Belia dan Sukan 4
7. 13
Kewangan 176
8. 585
Finance (30.1%)
9. 389
10. 12
Pengajian Tinggi 54
11. 268
12. 426
13. 145
74
(17.8%)
15. 667
Pelajaran 53
16. 368
Education (14.4%)
Sumber Manusia 45
17. 315

2. Kualiti Perkhidmatan Yang Tidak Memuaskan Termasuk Kaunter dan Telefon

Unsatisfactory Service Quality Including Counter and Telephone
Jumlah Aduan
Total Complaints
Bil. Kementerian Kualiti Perkhidmatan
No. Ministry Kurang Memuaskan
Terima
Unsatisfactory Service
Received
Quality
(%)
18. 143
Dalam Negeri 179
19. 1,356
Kerja Raya 100
20. 818
Works (12.2%)
21. 261
22. 190
23. 369
Pertahanan 3
24. 44
Defence (6.8%)
Perusahaan Perladangan dan Komoditi
25. 13 -
Plantation Industries and Commodities
Jumlah 1,859
8,321
Total (22.3%)

3. Tindakan Tidak Adil

Unfair Action
Jumlah Aduan
Total Complaints
Bil. Kementerian
No. Ministry Tindakan Tidak Adil
Terima
Unfair Action
Received
(%)
Sumber Manusia 135
1. 315
Pertahanan 18
2. 44
Defence (40.9%)
Pelancongan 7
3. 27
Tourism (25.9%)
Pelajaran 94
4. 368
Education (25.5% )
5. 8
Kewangan 142
6. 585
Finance (24.3%)
98
7. Kepenggunaan 415
(23.6%)
Pengajian Tinggi 47
8. 268
Pengangkutan 50
9. 293
Transport (17.1%)
Dalam Negeri 230
10. 1,356
11. 389
12. 12
13. 426
Belia dan Sukan 2
14. 13
15. 13
16. 261
17. 145

3. Tindakan Tidak Adil

Unfair Action
Jumlah Aduan
Total Complaints
Bil. Kementerian
No. Ministry Tindakan Tidak Adil
Terima
Unfair Action
Received
(%)
18. 638
19. 143
Luar Negeri 16 2
20.
21. 190
Kesihatan 42
22. 542
Health (7.7%)
23. 667
24. 369
Kerja Raya 818 19
25.
Works (2.3%)
Jumlah 1,252
8,321
Total (15.0%)

4. Kegagalan Penguatkuasaan
Failure of Enforcement
Jumlah Aduan
Total Complaints
Bil. Kementerian Kegagalan
No. Ministry Terima Penguatkuasaan
Received Failure of Enforcement
(%)
113
1. Kepenggunaan 415
(27.2%)
Dalam Negeri 236
2. 1356
Pelancongan 4
3. 27
Tourism (14.8%)
Pengangkutan 39
4. 293
Transport (13.3%)
5. 369
6. 190
7. 389
8. 143
Kerja Raya 38
9. 818
Works (4.6%)
Kesihatan 20
10. 542
Health (3.7%)
Kewangan 19
11. 585
Finance (3.2%)
12. 667
13. 261
Pertahanan 1
14. 44
Defence (2.3%)
15. 426
Pelajaran 6
16. 368
Education (1.6%)

4. Kegagalan Penguatkuasaan
Failure of Enforcement
Jumlah Aduan
Total Complaints
Bil. Kementerian
Kegagalan
No. Ministry
Terima Penguatkuasaan
Received Failure of Enforcement
(%)
17. 638
Sumber Manusia 6
18. 315
Pengajian Tinggi 2
19. 268
20. -
Rural and Regional Development
Luar Negeri
21. 16 -
Foreign Affairs
Belia dan Sukan
22. 13 -
Youth and Sports
23. 13 -
Perdagangan Antarabangsa dan Industri
24. 12 -
25. 8 -
Jumlah 624
8,321
Total (7.5%)

5. Kekurangan Kemudahan Awam

Lack of Public Amenities
Jumlah Aduan
Total Complaints
Bil. Kementerian Kekurangan
No. Ministry Kemudahan Awam
Terima
Lack of Public
Received
Amenities
(%)
Kerja Raya 175
1. 818
Works (21.4%)
2. 145
Pelancongan 3
3. 27
Tourism (11.1%)
4. 426
5. 389
6. 638
7. 667
8. 190
Kesihatan 15
9. 542
Health (2.8%)
10. 143
Pengangkutan 7
11. 293
Transport (2.4%)
12. 261
Pertahanan 1
13. 44
Defence (2.3%)
14. 369
Pelajaran 3
15. 368
Education (0.8%)
Dalam Negeri 10
16. 1356
Home Affairs (0.7%)

5. Kekurangan Kemudahan Awam

Lack of Public Amenities
Jumlah Aduan
Total Complaints
Bil. Kementerian Kekurangan
No. Ministry Kemudahan Awam
Terima
Lack of Public
Received
Amenities
(%)
Kewangan 4
17. 585
Finance (0.7%)
Perdagangan Dalam Negeri, Koperasi dan 3
18. Kepenggunaan 415 (0.7%)
Sumber Manusia 1
19. 315
Pengajian Tinggi -
20. 268
Higher Education
Luar Negeri
21. 16 -
Foreign Affairs
Belia dan Sukan
22. 13 -
Youth and Sports
23. 13 -
24. 12 -
25. 8 -
Jumlah 384
8,321
Total (4.6%)

6. Pelbagai Aduan
Miscellaneous Complaints
Jumlah Aduan
Total Complaints
Bil. Kementerian Pelbagai Aduan
No. Ministry Terima Miscellaneous
Received Complaints
(%)
1. 143
2. 369
3. 667
4. 261
5. 12
Belia dan Sukan 1
6. 13
Pertahanan 3
7. 44
Defence (6.8%)
Luar Negeri 1
8. 16
9. 190
Pengangkutan 10
10. 293
Transport (3.4%)
11. 145
12. 426
13. 389
Dalam Negeri 39
14. 1,356
Home Affairs (2.9%)
Kesihatan 15
15. 542
Health (2.8%)
16. 638
Kerja Raya 22
17 818
Works (2.7%)
Kewangan 16
18 585
Finance (2.7%)

6. Pelbagai Aduan
Miscellaneous Complaints
Jumlah Aduan
Total Complaints
Bil. Kementerian
Pelbagai Aduan
No. Ministry
Terima Miscellaneous
Received Complaints
(%)
9
(2.2%)
Pelajaran 8
20. 368
Education (2.2%)
Pengajian Tinggi 3
21. 268
Sumber Manusia -
22. 315
Human Resources
Pelancongan -
23. 27
Tourism
Perusahaan Perladangan dan Komoditi -
24. 13
Sains, Teknologi dan Inovasi -
25. 8
Jumlah 322
8,321
Total (3.9%)

7. Kegagalan Mengikut Prosedur Yang Ditetapkan

Failure to Adhere to Set Procedures
Jumlah Aduan
Total Complaints
Kegagalan Mengikut
Bil. Kementerian Prosedur Yang
No. Ministry Terima Ditetapkan
Received Failure to Adhere to
Set Procedures
(%)
Pertahanan 4
1. 44
Defence (9.1%)
2. 13
Kewangan 42
3. 585
Finance (7.2%)
Kesihatan 29
4. 542
Health (5.4%)
5. 190
Pengajian Tinggi 11
6. 268
16
7. Kepenggunaan 415
(3.9%)
Sumber Manusia 11
8. 315
9. 389
10. 261
11. 638
12. 369
13. 426
14. 143
Pengangkutan 6
15. 293
Transport (2.0%)

7. Kegagalan Mengikut Prosedur Yang Ditetapkan

Failure to Adhere to Set Procedures
Jumlah Aduan
Total Complaints
Kegagalan Mengikut
Bil. Kementerian
Prosedur Yang
No. Ministry
Terima Ditetapkan
Received Failure to Adhere to
Set Procedures
(%)
Pelajaran 7
16. 368
Education (1.9%)
Dalam Negeri 17
17. 1,356
Home Affairs (1.3%)
Kerja Raya 10
18. 818
Works (1.2%)
19. 667
Kemajuan Luar Bandar dan Wilayah
20. 145 -
Rural and Regional Development
Pelancongan
21. 27 -
Tourism
Luar Negeri
22. 16 -
Foreign Affairs
Belia dan Sukan
23. 13 -
Youth and Sports
24. 12 -
25. 8 -
228
Jumlah
8,321 (2.7%)
Total

8. Salah Laku Anggota Awam

Misconduct of Civil Servants
Jumlah Aduan
Total Complaints
Bil. Kementerian Salah Laku
No. Ministry Anggota Awam
Terima
Misconduct of
Received
Civil Servants
(%)
1. 13
Pelajaran 43
2. 368
Education (11.7%)
3. 12
Belia dan Sukan 1
4. 13
Luar Negeri 1
5. 16
Kesihatan 27
6. 542
Health (5.0%)
Dalam Negeri 61
7. 1,356
Home Affairs (4.5%)
8. 145
Pengangkutan 11
9. 293
Transport (3.8%)
Pengajian Tinggi 9
10. 268
11. 143
12. 389
Pertahanan 1
13. 44
Defence (2.3%)
14. 190
15. 261
Sumber Manusia 4
16. 351

8. Salah Laku Anggota Awam

Misconduct of Civil Servants
Jumlah Aduan
Total Complaints
Bil. Kementerian Salah Laku Anggota
No. Ministry Awam
Terima
Misconduct of Civil
Received
Servants
(%)
Kewangan 7
17. 585
Finance (1.2%)
18. 369
19. 638
Kerja Raya 2
20. 818
Works (0.2%)
21. 667
Tenaga, Teknologi Hijau dan Air
22. 426 -
Energy, Green Technology and Water
23. Kepenggunaan 415 -
Pelancongan
24. 27 -
Tourism
25. 8 -
Jumlah 207
8,321
Total (2.5%)

9. Salah Guna Kuasa/Penyelewengan

Abuse of Power/Misappropriation
Jumlah Aduan
Total Complaints
Bil. Kementerian Salahguna Kuasa/
No. Ministry Penyelewengan
Terima
Abuse of Power/
Received
Misappropriation
(%)
Pertahanan 1
1. 44
Defence (2.3%)
Belia dan Sukan 1
2. 13
3. 13
Pelajaran 23
4. 368
Education (6.3%)
Luar Negeri 1
5. 16
Pengajian Tinggi 16
6. 268
Dalam Negeri 46
7. 1,356
Home Affairs (3.4%)
Kewangan 18
8. 585
Finance (3.1%)
9. 389
10. 638
11. 143
Kesihatan 7
12. 542
Health (1.3%)
Sumber Manusia 4
13. 315
14. 261
15. 190
4
(1.0%)

9. Salah Guna Kuasa/Penyelewengan

Abuse of Power/Misappropriation
Jumlah Aduan
Total Complaints
Bil. Kementerian Salahguna Kuasa/
No. Ministry Penyelewengan
Terima
Abuse of Power/
Received
Misappropriation
(%)
Pengangkutan 3
17. 293
Transport (1.0%)
18. 145
19. 667
20. 369
Kerja Raya 2
21. 818
Works (0.2%)
22. 426 0
Pelancongan
23. 27 0
Tourism
24. 12 -
25. 8 -
Jumlah 162
8,321
Total (1.9%)

10. Kepincangan Pelaksanaan Dasar dan Kelemahan Undang-Undang

Jumlah Aduan
Total Complaints
Kepincangan
Bil. Kementerian Pelaksanaan Dasar dan
No. Ministry Kelemahan Undang-
Terima
Undang
Received
Inadequacies of Policy
Implementation and Law
(%)
1. 12
Pelancongan 1
2. 27
Tourism (3.7%)
3. 143
4. 389
Pelajaran 4
5. 368
Education (1.1%)
Dalam Negeri 13
6. 1,356
Home Affairs (1.0%)
7. 261
8. 145
Kesihatan 2
9. 542
Health (0.4%)
Pengajian Tinggi 1
10. 268
11. 638
Kewangan 2
12. 585
Finance (0.3%)
Sumber Manusia 1
13. 315
Pengangkutan 1
14. 293
Transport (0.3%)
Kerja Raya 2
15. 818
Works (0.2%)

10. Kepincangan Pelaksanaan Dasar dan Kelemahan Undang-Undang

Jumlah Aduan
Total Complaints
Kepincangan Pelaksanaan
Bil. Kementerian
Dasar dan Kelemahan
No. Ministry
Terima Undang-Undang
Received Inadequacies of Policy
Implementation and Law
(%)
1
(0.2%)
17. 667
18. 426 -
Sumber Asli dan Alam Sekitar
29. 369 -
Natural Resources and Environment
Perumahan dan Kerajaan Tempatan
20. 190 -
Housing and Local Government
Pertahanan
21. 44 -
Defence
Luar Negeri
22. 16 -
Foreign Affairs
Belia dan Sukan
23. 13 -
Youth and Sports
24. 13 -
25. 8 -
Jumlah 42
8,321
Total (0.5%)

Statistik Aduan Terhadap Pihak Berkuasa Tempatan (PBT)

Complaints Statistic Against Local Authorities (LA)
Aduan Terhadap Pihak Berkuasa Tempatan di Wilayah Persekutuan (WP) Bagi Tahun 2011
Complaints Against Local Authorities in Federal Territories (FT) for 2011
Jumlah Aduan
Total Complaints
Bil. Pihak Berkuasa Tempatan
Dalam
No. Local Authority Selesai
Terima Tindakan Selesai
Resolved
Received Under Resolved
(%)
Investigation
Dewan Bandaraya Kuala Lumpur
1. 571 41 530 92.8
Kuala Lumpur City Hall
Perbadanan Putrajaya
2. 69 1 68 98.6
Putrajaya Corporation
Perbadanan Labuan
3. 5 - 5 100
Labuan Corporation
Jumlah Aduan Terhadap PBT WP

645 42 603 93.5
Total Complaints Against FT LA

Aduan Terhadap Pihak Berkuasa Tempatan di Negeri Selangor Bagi Tahun 2011
Complaints Against Local Authorities in Selangor for 2011
Jumlah Aduan
Total Complaints
Dalam
Resolved
(%)
Investigation
Majlis Perbandaran Kajang
1. 174 38 136 78.2
Kajang Municipal Council
Majlis Perbandaran Subang Jaya
2. 108 13 95 88.0
Subang Jaya Municipal Council
Majlis Bandaraya Shah Alam
3. 97 5 92 94.8
Shah Alam City Council
Majlis Bandaraya Petaling Jaya
4. 80 7 73 91.3
Petaling Jaya City Council
Majlis Perbandaran Selayang
5. 75 9 66 88.0
Selayang Municipal Council
Majlis Perbandaran Sepang
6. 68 13 55 80.9
Sepang Municipal Council
Majlis Perbandaran Klang
7. 52 5 47 90.4
Klang Municipal Council
Majlis Perbandaran Ampang Jaya
8. 44 1 43 97.7
Ampang Jaya Municipal Council
Majlis Daerah Sabak Bernam
9. 19 11 8 42.1
Sabak Bernam District Council
Majlis Daerah Hulu Selangor
10. 14 1 13 92.9
Hulu Selangor District Council
Majlis Daerah Kuala Langat
11. 10 - 10 100
Kuala Langat District Council
Majlis Daerah Kuala Selangor

12. 8 2 6 75.0
Kuala Selangor District Council
Majlis Daerah Hulu Langat

13. - - - -
Hulu Langat District Council
Jumlah Aduan Terhadap PBT Selangor
749 105 644 86.0
Total Complaints Against Selangor LA

Aduan Terhadap Pihak Berkuasa Tempatan di Negeri Johor Bagi Tahun 2011
Complaints Against Local Authorities in Johor for 2011
Jumlah Aduan
Total Complaints
Dalam
Resolved
(%)
Investigation
Majlis Bandaraya Johor Bahru
1. 138 - 138 100
Johor Bahru City Council
Majlis Perbandaran Johor Bahru
2. Tengah 127 - 127 100
Johor Bahru Tengah Municipal Council
Majlis Perbandaran Kulai
3. 33 - 33 100
Kulai Municipal Council
Majlis Perbandaran Batu Pahat
4. 18 - 18 100
Batu Pahat Municipal Council
Majlis Perbandaran Kluang
5. 18 - 18 100
Kluang Municipal Council
Majlis Daerah Pontian
6 17 - 17 100
Pontian District Council
Majlis Daerah Kota Tinggi
7. 16 - 16 100
Kota Tinggi District Council
Majlis Perbandaran Muar
8. 14 - 14 100
Muar Municipal Council
Majlis Daerah Tangkak
9. 12 - 12 100
Tangkak District Council
Majlis Daerah Labis
10. 9 - 9 100
Labis District Council
Majlis Daerah Mersing
11. 7 - 7 100
Mersing District Council
Pihak Berkuasa Tempatan Pasir
12. Gudang 6 - 6 100
Pasir Gudang Local Authority
Majlis Daerah Simpang Renggam
13. 6 - 6 100
Simpang Renggam District Council
Majlis Daerah Yong Peng
14. 5 - 5 100
Yong Peng District Council
Majlis Daerah Segamat
15. 5 - 5 100
Segamat District Council
Jumlah Aduan Terhadap PBT Johor
431 - 431 100
Total Complaints Against Johor LA

Aduan Terhadap Pihak Berkuasa Tempatan di Negeri Perak Bagi Tahun 2011
Complaints Against Local Authorities in Perak for 2011
Jumlah Aduan
Total Complaints
Dalam
Resolved
(%)
Investigation
Majlis Bandaraya Ipoh
1. 246 - 246 100
Ipoh City Council
Majlis Perbandaran Taiping
2. 29 - 29 100
Taiping Municipal Council
Majlis Daerah Tapah
3. 24 - 24 100
Tapah District Council
Majlis Perbandaran Kuala Kangsar
4. 22 - 22 100
Kuala Kangsar Municipal Council
Majlis Daerah Kinta Barat
5. 19 - 19 100
West Kinta District Council
Majlis Daerah Perak Tengah
6 11 1 10 90.9
Perak Tengah District Council
Majlis Perbandaran Teluk Intan
7. 10 - 10 100
Teluk Intan Municipal Council
Majlis Daerah Pengkalan Hulu
8. 8 - 8 100
Pengkalan Hulu District Council
Majlis Daerah Kampar
9. 7 - 7 100
Kampar District Council
Majlis Perbandaran Manjung
10. 7 - 7 100
Manjung Municipal Council
Majlis Daerah Tanjung Malim
11. 5 - 5 100
Tanjung Malim District Council
Majlis Daerah Gerik
12. 4 1 3 75.0
Gerik District Council
Majlis Daerah Lenggong
13. 2 - 2 100
Lenggong District Council
Majlis Daerah Kerian
14. 1 - 1 100
Kerian District Council
Majlis Daerah Kinta Selatan
15. - - - -
South Kinta District Council
Jumlah Aduan Terhadap PBT Perak

395 2 393 99.5
Total Complaints Against Perak LA

Aduan Terhadap Pihak Berkuasa Tempatan di Negeri Pahang Bagi Tahun 2011
Complaints Against Local Authorities in Pahang for 2011
Jumlah Aduan
Total Complaints
Dalam
Resolved
(%)
Investigation
Majlis Perbandaran Kuantan
1. 142 - 142 100
Kuantan Municipal Council
Majlis Perbandaran Temerloh
2. 28 - 28 100
Temerloh Municipal Council
Majlis Daerah Pekan
3. 28 - 28 100
Pekan District Council
Majlis Perbandaran Bentong
4. 23 - 23 100
Bentong Municipal Council
Majlis Daerah Lipis
5. 16 - 16 100
Lipis District Council
Majlis Daerah Maran
6. 11 - 11 100
Maran District Council
Majlis Daerah Rompin
7. 9 - 9 100
Rompin District Council
Majlis Daerah Bera
8. 5 - 5 100
Bera District Council
Majlis Daerah Jerantut
9. 5 - 5 100
Jerantut District Council
Majlis Daerah Raub
10. 3 - 3 100
Raub District Council
Majlis Daerah Cameron Highlands
11. 3 - 3 100
Cameron Highlands District Council
Jumlah Aduan Terhadap PBT Pahang
273 - 273 100
Total Complaints Against Pahang LA

Aduan Terhadap Pihak Berkuasa Tempatan di Negeri Sembilan Bagi Tahun 2011
Complaints Against Local Authorities in Negeri Sembilan for 2011
Jumlah Aduan
Total Complaints
Dalam
Resolved
(%)
Investigation
Majlis Daerah Jempol
1. 91 2 89 97.8
Jempol District Council
Majlis Perbandaran Seremban
2. 72 2 70 97.2
Seremban Municipal Council
Majlis Perbandaran Nilai
3. 26 - 26 100
Nilai Municipal Council
Majlis Daerah Rembau
4. 25 1 24 96.0
Rembau District Council
Majlis Daerah Kuala Pilah
5. 13 0 13 100
Kuala Pilah District Council
Majlis Daerah Tampin
6. 11 - 11 100
Tampin District Council
Majlis Daerah Jelebu
7. 10 - 10 100
Jelebu District Council
Majlis Perbandaran Port Dickson
8. 8 - 8 100
Port Dickson Municipal Council
Jumlah Aduan Terhadap PBT Negeri Sembilan
256 5 251 98.0
Total Complaints Against Negeri Sembilan LA
Aduan Terhadap Pihak Berkuasa Tempatan di Negeri Sarawak Bagi Tahun 2011
Complaints Against Local Authorities in Sarawak for 2011
Jumlah Aduan
Total Complaints
Dalam
Resolved
(%)
Investigation
Majlis Daerah Simunjan

1. 64 - 64 100
Simunjan District Council
Dewan Bandaraya Kuching Utara
2. The Commision of The City of Kuching 32 - 32 100
North
Majlis Perbandaran Padawan
3. 20 - 20 100
Padawan Municipal Council

Aduan Terhadap Pihak Berkuasa Tempatan di Negeri Sarawak Bagi Tahun 2011
Complaints Against Local Authorities in Sarawak for 2011
Jumlah Aduan
Total Complaints
Dalam
No. AduanLocal Authority
Terhadap Pihak Berkuasa Tempatan di Negeri Pulau Pinang Bagi Tahun Selesai
2011
Complaints Against Local Authorities in Pulau Pinang for 2011 Resolved
(%)
Investigation
Majlis Daerah Sarikei
4. 20 - 20 100
Sarikei District Council
Majlis Bandaraya Miri
5. 15 - 15 100
Miri City Council
Majlis Perbandaran Sibu
6. 12 - 12 100
Sibu Municipal Council
Majlis Bandaraya Kuching Selatan
7. The Council of The City of Kuching 11 - 11 100
South
Majlis Daerah Samarahan
8. 11 - 11 100
Samarahan District Council
Majlis Daerah Limbang
9. 7 - 7 100
Limbang District Council
Majlis Daerah Bau
10. 2 - 2 100
Bau District Council
Majlis Daerah Lundu
11. 1 - 1 100
Lundu District Council
Majlis Daerah Sri Aman
12. 1 - 1 100
Sri Aman District Council
Majlis Daerah Kapit
13. 1 - 1 100
Kapit District Council
Majlis Daerah Saratok
14. 1 - 1 100
Saratok District Council
Majlis Daerah Luar Bandar Sibu
15. - - - -
Sibu Rural District Council
Majlis Daerah Betong
16. - - - -
Betong District Council
Majlis Daerah Subis
17. - - - -
Subis District Council
Majlis Daerah Lubuk Antu
18. - - - -
Lubok Antu District Council
Majlis Daerah Maradong dan Julau
19. - - - -
Maradong and Julau District Council
Jumlah Aduan Terhadap PBT Sarawak

198 - 198 100
Total Complaints Against Sarawak LA

Aduan Terhadap Pihak Berkuasa Tempatan di Negeri Terengganu Bagi Tahun 2011
Complaints Against Local Authorities in Terengganu State for 2011
Jumlah Aduan
Total Complaints
Dalam
Resolved
(%)
Investigation
Majlis Bandaraya Kuala Terengganu
1. 112 - 112 100
Kuala Terengganu City Council
Majlis Perbandaran Kemaman
2. 41 - 41 100
Kemaman Municipal Council
Majlis Daerah Marang
3. 25 - 25 100
Marang District Council
Majlis Daerah Dungun
4. 9 - 9 100
Dungun District Council
Majlis Daerah Besut
5. 6 - 6 100
Besut District Council
Majlis Daerah Hulu Terengganu
6. 3 - 3 100
Hulu Terengganu District Council
Majlis Daerah Setiu
7. 1 - 1 100
Setiu District Council
Jumlah Aduan Terhadap PBT Terengganu
197 - 197 100
Total Complaints Against Terengganu LA
Aduan Terhadap Pihak Berkuasa Tempatan di Negeri Melaka Bagi Tahun 2011
Complaints Against Local Authorities in Melaka for 2011
Jumlah Aduan
Total Complaints
Dalam
Resolved
(%)
Investigation
Majlis Melaka Bandaraya Bersejarah
1. 66 - 66 100
Melaka Historic City Council
Majlis Perbandaran Hang Tuah Jaya
2. 60 - 60 100
Hang Tuah Jaya Municipal Council
Majlis Perbandaran Alor Gajah

3. 35 - 35 100
Alor Gajah Municipal Council
Majlis Daerah Jasin
4. 9 1 8 88.9
Jasin District Council
Majlis Daerah Alor Gajah
5. - - - -
Alor Gajah District Council
Jumlah Aduan Terhadap PBT Melaka
170 1 169 99.4
Total Compaints Against Melaka LA

Aduan Terhadap Pihak Berkuasa Tempatan di Negeri Pulau Pinang Bagi Tahun 2011
Complaints Against Local Authorities in Penang State for 2011
Jumlah Aduan
Total Complaints
Bil. Pihak Berkuasa Tempatan Dalam
Resolved
(%)
Investigation
Majlis Perbandaran Pulau Pinang
1. 76 - 76 100
Pulau Pinang Municipal Council
Majlis Perbandaran Seberang Perai
2. 74 - 74 100
Seberang Perai Municipal Council
Jumlah Aduan Terhadap PBT Pulau Pinang
150 - 150 100
Total Complaints Against Pulau Pinang LA
Terhadap Pihak Berkuasa Tempatan di Negeri Kelantan Bagi Tahun 2011

Against Local Authorities in Kelantan for 2011
Jumlah Aduan
Total Complaints
Resolved
(%)
Investigation
Majlis Perbandaran Kota Bharu
1. 36 - 36 100
Kota Bharu Municipal Council
Majlis Daerah Tumpat
2. 24 - 24 100
Tumpat District Council
Majlis Daerah Pasir Mas
3. 19 - 19 100
Pasir Mas District Council
Majlis Daerah Machang
4. 18 - 18 100
Machang District Council
Majlis Daerah Ketereh
5. 5 - 5 100
Ketereh District Council
Majlis Daerah Bachok
6. 4 - 4 100
Bachok District Council
Majlis Daerah Gua Musang
7. 3 - 3 100
Gua Musang District Council
Majlis Daerah Jeli
8. 1 - 1 100
Jeli District Council
Majlis Daerah Kuala Krai Utara
9. 1 - 1 100
Kuala Krai (North) District Council
Majlis Daerah Dabong
10. 1 - 1 100
Dabong District Council
Majlis Daerah Kuala Krai Selatan
11. 1 - 1 100
Kuala Krai (South) District Council
Majlis Daerah Tanah Merah
12. - - - -
Tanah Merah District Council
Jumlah Aduan Terhadap PBT Kelantan
113 - 113 100
Total Complaints Against Kelantan LA

Aduan Terhadap Pihak Berkuasa Tempatan di Negeri Kedah Bagi Tahun 2011
Complaints Against Local Authorities in Kedah for 2011
Jumlah Aduan
Total Complaints
Resolved
(%)
Investigation
Majlis Perbandaran Sungai Petani
1. 38 - 38 100
Sungai Petani Municipal Council
Majlis Daerah Kubang Pasu
2. 19 - 19 100
Kubang Pasu District Council
Majlis Bandaraya Alor Setar
3. 18 - 18 100
Alor Star City Council
Majlis Perbandaran Langkawi Bandaraya
4. Pelancongan 12 - 12 100
Langkawi Tourism City Council
Majlis Perbandaran Kulim
5. 7 - 7 100
Kulim Municipal Council
Majlis Daerah Baling
6. 7 - 7 100
Baling District Council
Majlis Daerah Pendang
7. 3 - 3 100
Pendang District Council
Majlis Daerah Sik
8. 3 - 3 100
Sik District Council
Majlis Daerah Langkawi
9. 2 - 2 100
Langkawi District Council
Majlis Daerah Bandar Baharu
10. 2 - 2 100
Bandar Baharu District Council
Jumlah Aduan Terhadap PBT Kedah
111 - 111 100
Total Complaints Against Kedah LA
Aduan Terhadap Pihak Berkuasa Tempatan Di Negeri Sabah Bagi Tahun 2011
Complaints Against Local Authorities in Sabah for 2011
Jumlah Aduan
Total Complaints
Dalam
Resolved
(%)
Investigation
Dewan Bandaraya Kota Kinabalu
1. 65 - 65 100
Kota Kinabalu City Council
Majlis Daerah Kota Marudu
2. 7 - 7 100
Kota Marudu District Council
Majlis Perbandaran Tawau
3. 6 - 6 100
Tawau Municipal Council

Aduan Terhadap Pihak Berkuasa Tempatan Di Negeri Sabah Bagi Tahun 2011
Complaints Against Local Authorities in Sabah for 2011
Jumlah Aduan
Total Complaints
Resolved
(%)
Investigation
Majlis Perbandaran Sandakan
4. 5 - 5 100
Sandakan Municipal Council
Majlis Daerah Papar
5. 5 - 5 100
Papar District Council
Majlis Daerah Penampang
6. 4 - 4 100
Penampang District Council
Majlis Daerah Keningau
7. 2 - 2 100
Keningau District Council
Majlis Daerah Semporna
8. 1 - 1 100
Semporna District Council
Majlis Daerah Beaufort
9. 1 - 1 100
Beaufort District Council
Majlis Daerah Kota Belud
10. 1 - 1 100
Kota Belud District Council
Majlis Daerah Lahad Datu
11. - - - -
Lahad Datu District Council
Majlis Daerah Tuaran
12. - - - -
Tuaran District Council
Majlis Daerah Kunak
13. - - -
Kunak District Council
Majlis Daerah Tenom
14. - - - -
Tenom District Council
Majlis Daerah Kuala Penyu
15. - - - -
Kuala Penyu District Council
Jumlah Aduan Terhadap PBT Sabah
97 - 97 100
Total Complaints Against Sabah LA
Aduan Terhadap Pihak Berkuasa Tempatan di Negeri Perlis Bagi Tahun 2011
Complaints Against Local Authorities in Perlis State for Year 2011
Jumlah Aduan
Total Complaints
Dalam
Resolved
(%)
Investigation
Majlis Perbandaran Kangar
1. 8 - 8 100
Kangar Municipal Council
Jumlah Aduan Terhadap PBT Perlis
8 - 8 100
Total Complaints Against Perlis LA

MAKLUMAT PEJABAT BPA
INFORMATION ON PCB OFFICES
IBU PEJABAT/ HEADQUARTERS
Biro Pengaduan Awam
Jabatan Perdana Menteri
Aras 6, Blok B1, Kompleks JPM,
Pusat Pentadbiran Kerajaan Persekutuan,
62502 Putrajaya.
Tel : 03-8872 5777
Fax : 03-8888 7778 / 03-8888 3748
BPA SELANGOR BPA KUALA LUMPUR
Biro Pengaduan Awam Biro Pengaduan Awam
Jabatan Perdana Menteri Jabatan Perdana Menteri
Tingkat 10, Menara PPNS Tingkat 41, Lot 2
Pusat Dagangan UMNO Shah Alam, Menara TH Perdana,
Lot 8, Persiaran Damai, Seksyen 11, Jalan Sultan Ismail,
40000 Shah Alam, Selangor. 50250 Kuala Lumpur.
Tel : 03-55133777 Tel : 03-2691 1346
Fax : 03-55106358 Fax : 03-2692 9107
BPA PULAU PINANG/KEDAH/PERLIS BPA PAHANG
Paras 44, Tingkat 17,
Bangunan KOMTAR, Kompleks Teruntum,
Jalan Pinang, Jalan Mahkota,
10000 Pulau Pinang. 25000 Kuantan, Pahang.
Tel : 04-263 689 Tel : 09-514 4455
Fax : 04-263 6894 Fax : 09-514 4477
BPA PERAK BPA MELAKA/NEGERI SEMBILAN
Tingkat 2, Aras 2, Wisma Persekutuan,
Bangunan MAYBAN TRUST, Jalan MITC, Hang Tuah Jaya,
No. 28 Jalan Tun Sambanthan, Ayer Keroh,
30000 Ipoh, 75450 Melaka.
Perak. Tel : 06-234 5890
Tel : 05-255 8500 Fax : 06-234 5891
Fax : 05-255 8501
BPA TERENGGANU/KELANTAN BPA JOHOR
Tingkat 2, Wisma MAIDAM, Tingkat 21,
Jalan Banggol, Bangunan KOMTAR,
20100 Kuala Terengganu, Jalan Wong Ah Fook,
Terengganu. 80505 Johor Bahru.
Tel : 09-623 8135 Tel : 07-223 0900
Fax : 09-623 8134 Fax : 07-223 0900
BPA SABAH BPA SARAWAK
Suite 6-15, Tingkat 6, Tingkat 5,
Menara MAA, No. 6, Bangunan Bank Negara Malaysia Sarawak,
Lorong Api-api 1, Jalan Satok, 93400 Kuching,
88800 Kota Kinabalu, Sarawak.
Sabah. Tel : 082-415 004
Tel : 088-280 300 Fax : 082-415 005
Fax : 088-280 301
Kami merakamkan setinggi-tinggi penghargaan kepada semua
pihak yang terlibat sama ada secara langsung atau tidak langsung
dalam menjayakan penerbitan Laporan Tahunan BPA 2011
We wish to express our deepest appreciation to all those who have

contributed directly or indirectly to the successful
publication of the PCB Annual Report 2011

LT 2011 Final - Biro Pengaduan Awam

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Sesungguhnya kisah perjalanan Malaysia penuh warna-warni.

Bermula daripada sebuah negara

YAB Dato’ Sri Mohd Najib bin Tun Abdul Razak

YAB Dato’ Sri Mohd Najib bin Tun Abdul Razak

Rakyat Didahulukan, Pencapaian Diutamakan

Menteri di Jabatan Perdana Menteri

Maklumat Korporat/Corporate Information

58 - 75 Pelaporan dan Analisis Aduan

99 - 103 Contoh-Contoh Kes

104 - 106 Maklum Balas Pelanggan

108 - 109 Surat Penghargaan

110 - 115 Inovasi dalam BPA

116 - 118 Pemantauan Media

119 - 123 Rangkaian Kerjasama Strategik

124 - 127 Pemantauan Aduan Yang Diterima Kementerian

128 - 129 Sistem e-Rating BPA

133 - 135 BPA Bersama Media

138 - 139 BPA dalam Liputan Akhbar

Khidmat Pengurusan/Management Services

162 - 163 Perhimpunan Bulanan

164 - 165 Lawatan

166 - 169 PUSPANITA Cawangan Kecil BPA

170 - 173 Kelab Sukan dan Kebajikan BPA

174 Pelbagai Aktiviti

176 - 208 Statistik

209 Maklumat Pejabat BPA

Perkhidmatan Kerajaan yang berorientasikan rakyat sentiasa

Menteri di Jabatan Perdana Menteri

DATUK SERI G. PALANIVEL

Minister in the Prime Minister’s Department

DATUK SERI G. PALANIVEL

Dengan arus perubahan persekitaran yang begitu pantas, lebih

Dalam pengurusan aduan, penjawat awam perlu menyemai sikap

Ketua Setiausaha Negara

TAN SRI MOHD SIDEK BIN HJ. HASSAN

Chief Secretary to the Government

TAN SRI MOHD SIDEK BIN HJ. HASSAN

Walaupun telah banyak penambahbaikan dilakukan ke atas

DATO’ DR. TAM WENG WAH

DATO’ DR. TAM WENG WAH

“Customer satisfaction is not an absolute scenario,

Tan Sri Abdul Halim bin Ali

Adj. Prof. Dato’ Syed Amin Aljeffri

Tan Sri Datuk Dr. Rafiah binti Salim

Datuk Haji Zaini bin Mohd Nor

Datuk Yong Soo Heong

Datuk Marimuthu Nadason

Tan Sri Dato’ Lee Lam Thye

Prof. Madya Dr. Abu Hassan bin Hasbullah

Dato’ Siva Subramaniam a/l Nagaratnam

Cadangan Penambahbaikan Proposals for Improvements

Lembaga Penasihat telah mengutarakan The Advisory Board, in an effort to improve

Mesyuarat pada 11 April 2011 Mesyuarat pada 13 Oktober 2011

16 | Laporan Tahunan 2011 Annual Report

YBhg. Tan Sri Mohd Sidek bin Hj. Hassan

• Menentukan dasar-dasar mengenai

Keahlian JKTPA adalah seperti berikut:

• Ketua Setiausaha Negara (Pengerusi);

Tan Sri Mohd Sidek bin Hj. Hassan

• To determine policies regarding the public complaints management system;

The committee members are:

• Chief Secretary to the Government of Malaysia (Chairman);

Tan Sri Dr. Wan Abd Aziz bin

Dato’ Sri Haji Abu Kassim bin