The MCA Public Services and Complaints Department head Datuk Seri Michael Chong talks about his passion for helping others in conjunction with his 30th anniversary of helming the department today
Question: What were the circumstances that led you to helm the MCA Public Services and Complaints Department?
Answer: In 1987, I became the department head after returning to the party a year earlier. In 1983, I had to leave the party for supporting the losing side in the presidential election that year. MCA was not sure where to put me when I returned to the party, but since I could not write and speak Mandarin, it was decided that public services would suit me best.
Q: What type of complaints do you usually get?
A: During my first 20 years leading the department, I dealt with many family problems. Usually, the complaints were about family members who did not get along. There had been cases of family members running away. But in the last 15 years, there have been more Ah Long (loan shark) cases, scams and cyber crimes.
Q: How do you negotiate with loan sharks who harass borrowers?
A: I would talk to the Ah Long sternly but with respect. Instead of instructing them not to harass borrowers, I would try to reason with them. I would also try to come up with a settlement plan that is fair and acceptable to the borrowers.
Q: Do you plan to contest in the next general election?
A: No. I prefer to concentrate on my work with the bureau. People may think I’m well known to the public, and that should be an advantage, but I have no desire to contest in the next general election. Furthermore, I am not good with language as I did not complete my secondary education.
Q: What is the secret of your success? The department has had a stellar record in addressing public complaints.
A: It is not about me, it is about teamwork. I have worked closely with ministers from MCA in situations which require intervention from government departments. But, in recent years, it has been harder to get things done as there are less ministers or deputy ministers from MCA.
Q: Can you share with us one of your most unforgettable experiences?
A: In 1999, I helped rescue a young woman, 19, who was sold into prostitution in Macau when she was 17. I went there with several reporters. There were some anxious moments as we were followed by triads while walking along the streets in broad daylight. We ran to safety when we noticed that we were being followed. There was also a videographer from a television station. His camera somewhat deterred triad members from getting too close to us.
Q: Do you have someone in mind to take over your job when you retire?
A: No, I have trained a number of apprentices, but they could not take the stress. It is stressful handling an influx of complaints on a nearly daily basis. A strong team spirit is imperative in ensuring the department’s smooth operations when there are an overwhelming number of cases. Sometimes, some of the complainants are in the wrong, and that only adds to the frustration.
Q: What is your advice to those who want to voice their grouses to the department?
A: They must be responsible for their actions and not repeat the same mistakes. People keep falling for the same scams. When dealing with their complaints, I also advised them to be calm and patient. I would tell them that the department’s role is to remain neutral and uncover the truth by checking the facts.
Q: Do you have plans to retire?
A: I have not set any time frame for retirement. I will continue to work as long as I am healthy. This is my passion. My father died when I was 17. I am the eldest of five siblings. Back then, my mother washed laundry to earn money. We were so poor. Sometimes, we had no money to buy food.
That experience helped encourage me to help others. I find happiness in solving other people’s problems.