By Abdul Halim Haji Sabil

Complaints are often viewed as nuisance and a burden on top of the daily job routine. In Land and Survey Department, however, complaints are seen as something of high value. This is because through complaints, the Department can evaluate the performance of its staff and strives to continuously value-add and improve on its service-delivery to the stakeholders.

Complaints actually bring the Department closer to the people. Each time the Department receives a complaint, whether through phone call, e-mail, official letter or face-to-face meeting, the Department will get a chance to interact with the people and offer solutions to their problem.

Of late, some citizens have resorted to using the media as a medium to voice out their grouses with assistance from some quarters who probably have their own interest and agenda in order to get the Department’s attention. It would be better if the complainant personally approaches the Department so that his or her problem can be looked into immediately.

Management of complaints in Land and Survey is one of the core businesses in the Public Relations Unit. The Unit can be found in all of its 11 Divisional Offices throughout Sarawak and also in the Headquarters at Menara Pelita, Petra Jaya.

In Land and Survey, complaints, enquiries and suggestions are categorised under the Stakeholders’ Feedback. During the past three years, PRU has received an average number of 155 feedbacks per year. In 2011 alone, PRU had received a total of 205 feedbacks from the public.

For each complaint and enquiry received from the public, we have a set a target to solve it within three to seven days. However, for those cases requiring in-depth investigation on the ground, more time are needed to complete the investigation. Members of the public are also advised to give their complete particulars and provide details of their complaints to prevent delay in the investigation of the complaint.

The Department welcomes any feedback related to land matters. You can channel your feedback to us via e-mail to landsurvey@sarawak.gov.my. You can also use the Talikhidmat system, a system which is initiated by the Chief Minister’s Department for the public to reach government agencies or non-governmental organizations in the state. The number to call is 082-555999 or just send an e-mail to 555999@sarawak.gov.my.

You can also send a letter to the Department’s Headquarters or any of its 11 Divisional Offices to enquire about our services. Please visit our official website, https://landsurvey.sarawak.gov.my for more details on the contact numbers and addresses of all the offices.

The Department is emphasising on building good rapport with the public through face-to-face meeting with them. For that reason, a number of programmes have been planned, such as Hari Bersama Pelanggan and dialogue with the local communities which are being held throughout the year.

The Department is also participating actively in Sejiwa Senada’s programme organised by the Sarawak Government. The public are invited to visit our booth during the programme in order to understand more about the core business of the Department. A special counter has also been set up at our booth to receive any enquiries, complaints or suggestions from the public pertaining to our services. Our dedicated staffs are ready to entertain all the questions. To date, Sejiwa Senada has been successfully carried out in four divisions, namely Sibu, Bintulu, Betong and Sarikei. Sejiwa Senada will be held soon in other Divisions, therefore, please take the opportunity to visit Land and Survey’s booth at the exhibition site to learn more about what the Department has to offer.

The Department has provided various channels for the people to reach us. Therefore, should you have any complaints, enquiries or suggestions, please use the proper channel to voice it out and you can be sure that we will act on it immediately. Your feedback is our concern. You say it, and we will listen. Our priority is to get your problem resolved quickly.

The writer is the Head of Public Relations Unit at Land and Survey Headquarters and can be contacted at abdulh2@sarawak.gov.my