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The Star

MBJB leads public complaints pilot project

A Johor Baru City Council worker removing a fallen tree in response to a public complaint. JOHOR Baru City Council (MBJB) has been selected as the first local authority in the state for the MyAduan Johor pilot project, says mayor Datuk Mohd Haffiz Ahmad. He said the system, mooted by Johor Mentri Besar Datuk Onn Hafiz Ghazi, was being developed to provide a more systematic and accountable approach to managing public complaints. 'A series of meetings and workshops had been held since last December to develop and refine the system. Mohd Haffiz says the new system will provide a more systematic and accountable approach to managing public complaints. 'To support the new system, MBJB has appointed 131 inves­tigating officers and supervisors from our own workforce. 'These officers are responsible for coordinating investigations, ensuring timely follow-ups and updating complaint status in the system,' Mohd Haffiz said during MBJB's monthly full board meeting at Menara MBJB in Johor Baru. He said the system currently focused on five key categories: roads and street furniture (including lights and traffic systems), drainage, trees and landscaping, public cleanliness, and animal disturbances. He added that other com­plaints would continue to be managed under the existing public complaints management system (Sispaa). 'I hope that with the introduction of the system, the handling of public complaints will be effective and efficient, ultimately strengthening service delivery to the community,' said Mohd Haffiz. He also said that imple­men­tation across all local councils in Johor would be carried out in stages. He disclosed that MBJB had received over 10,000 complaints across 29 sub-categories this year. 'The highest number of com­plaints were related to trees (2,242 cases), followed by road conditions (2,204), lighting issues (1,597), parking (1,278), pests (980) and animal disturbances (941). 'As of June 26, 9,996 com­plaints have been resolved, with 64.58% of the cases addressed within 15 days,' the mayor said.