Public Complaints Management Needs To Be Efficient, Emphasising Values Of Empathy & Sympathy
KUCHING: Public complaints management through Talikhidmat needs to be more efficient by taking into account the values of empathy and sympathy in resolving the spread of complaints received.
Deputy Sarawak Secretary (Operations), Datu Hii Chang Kee, said public complaints management is not just a process of investigation and official responses but it is a process of restoring the people's confidence.
He said, Takikhidmat is a space to prove that the government system is fair, transparent and accountable.
"A quick answer that does not resolve the issue will not be enough and an accurate answer without empathy is also not enough.
"We need to remember, empathy without action is just sympathy but empathy accompanied by efforts to find solutions, that is real public service.
"The people do not just want to be heard, they want to see our determination to act and they want to see a responsive, not defensive system so that they feel that their voices carry meaning," he said.
He said this when speaking at the Talikhidmat Agency 2026 Administration Workshop, here, on Thursday.
In the workshop, a total of 255 Talikhidmat administrators from agencies participated, in an effort to strengthen quality complaint management, be empathetic and resolve complaints within the specified period.
Referring to last year's data, Datu Hii revealed that the Talikhidmat system had received 71,972 responses and 71,958 were resolved by the agency.
"Whereas there are still 14 responses in the Talikhidmat system that have not been resolved by the agency and I request that any agency that has not yet resolved the feedback must resolve it immediately," he stressed.
In this regard, he stressed that a culture of monitoring and continuous improvement must be implemented, including compliance with the specified response period, the implementation of quality and responsive answers that are immediate, analysis of the cause of complaints, and the use of Talikhidmat data as strategic input in improving services and making management decisions.
Also present were Talikhidmat system instructors from World Communications, namely Jaffri Amin Osman and Annelizia Zainal. -UKASnews
