LETTER: We often come across public complaints in the media about services provided by ministries, departments, agencies and local authorities.
Some views do not receive serious attention from the authorities.
This should not happen. The image of the public service is at stake.
Any shortcomings in the service will produce a negative perception.
Government agencies should treat all complaints positively: this is a way to improve the delivery of service.
The complaints present an opportunity to review procedures.
I propose that every government department establish a unit to deal with complaints from the public that appear in the media.
Provide an appropriate response, whether or not the grievance is valid.
What we need now, at a time when most people are well informed and capable of critical thinking, is a transparent government and delivery system.
Department heads should feel the pulse of the people and find practical and better ways to solve their problems.
TAN SRI LEE LAM THYE
Kuala Lumpur
The views expressed in this article are the author's own and do not necessarily reflect those of the New Straits Times