SUPP Official Website Public Complaints Bureau

Public Complaints Bureau

OPERATING HOURS

Monday – Friday
8:00am – 12:00pm
2:00pm – 4:00pm

Saturday
8:00am – 12:00pm

Sunday & Public Holidays OFF

 

1. INTRODUCTION OF SUPP PUBLIC COMPLAINTS BUREAU

1.1 VISION
SPCB’s VISION is to enhance public confidence in competency, accountability, transparency (high quality) in public administration by consistently ensuring improving public services in SARAWAK which meet the highest standards of public administration. We aim to bring this about by providing a trusted, effective and efficient complaint handling service which remedies injustice for individuals resulting from inefficient or maladministration or service failure.

1.2 FUNCTION
1.2.1. The main function of SPCB is as a monitoring body to ensure both Federal and State Government Departments, Agencies, Authorities including the Police and Local Councils carries out their duties and responsibilities efficiently. However, this does not mean that SPCB will entertain all types of complaints. For the initial start, only complaints on late or lack of response or inaction, unfair practices, mediocre and service failure of Government organizations will be entertained.

1.2.2. SPCB will handle complaints about public services in Sarawak involving both Federal and State Government Departments, Agencies, Authorities including the Police and Local Councils.

1.2.3. SPCB will look into complaints where a member of the public claims to have suffered injustice or hardship as a result of inefficient or maladministration or service failure.

1.2.4. SPCB is the “last resort” and look at complaints which have been through the formal complaints procedure of the organization (Organization here is defined as both Federal and State Government Departments, Agencies, Authorities including the Police and Local Councils) concerned.

1.3 GUIDELINES

1.3.1. As soon as a complaint is received, SPCB would issue an acknowledgement letter to the complainant and another letter to the related organization to act on.

1.3.2. If necessary, an investigation would ensue and all correspondence on the complaint would be duplicated and a copy thereof sent to the complainant as a form of update.

1.3.3. If necessary, SPCB will arrange for a meeting between the complainant and the organization involved so that the issues could be solved quickly.

1.3.4. If complaints involve a matter of public interest, it would be brought to the attention of the Party President and Secretary General for the matter to be properly addressed at the highest level.

1.3.5. The complainant would be informed of the outcome of the case and where appropriate, a Press Conference will be called or Press Release made on the matter.

2. CHART OF SPCB STRUCTURE

spcbchart

Remarks:
2.1. Regional (North, Central & South) SPCB shall be jointly setup by respective region branches (both constituency and non constituency).
They may setup its operation room with staff but expenses will be fully paid by themselves.

2.2. SPCB Central Office at HQ will take charge of cases of walk in to party headquarter and issues which effect whole state.

2.3. Regional SPCB will take charge of cases reported directly to them but shall report to SPCB at SPCB Central HQ.

2.4. Regional PCB Head is appointed by Party CWC while the regional PCB members are appointed by the Regional PCB Head.

3. CENTRAL SPCB COMMITTEE CHART

spcbchart1

3.1. The Central SPCB Committee shall consist of the following:
1 Head of Bureau.
1 Deputy Head of Bureau.
1 Secretary of Bureau, appointed by Head of Bureau.
3 Committee members each from North Region, Central Region and South Region.
3 Committee members appointed by Head of SPCB.
Central SPCB Secretariat will be the salaried executive secretary and clerk of the bureau.

3.2. The Head of Bureau and Deputy Head of Bureau is to be appointed by the Party CWC

3.3. Regional Committee Member is to be appointed by the respective regional PCB. Each regional PCB can only appoint three (3) committee member to Central SPCB Committee.

3.4. The Central PCB Committe meeting shall be held at least once every calendar year.

3.5. The meeting notice shall be issue at least seven calendar days before the meeting date.

3.6. The meeting quorom shall be at least five (5) members of the Central SPCB Committee.

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