JKR says it takes social media comments and complaints seriously.
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The Public Works Department (JKR) has released a statement, complete with 11 official ways for the public to lodge their complaints after Malaysians questioned them of practicing double standards in their response to complaints.
Malaysia’s social media conversation earlier this week was largely dominated by the Kuala Langat Public Works Department (JKR Kuala Langat) quick apology and promise to repair a road after Science, Technology & Innovation Minister Khairy Jamaluddin Abu Bakar took a tumble after hitting a pothole while out cycling.
JKR Kuala Langat memohon maaf ke atas kejadian yang menimpa YB. Menteri dan akan mengambil tindakan segera ke atas isu berkenaan dan mendoakan YB cepat sembuh.— JkrKualaLangat (@JkrKualaLangat) December 27, 2020
Many of the replies to the tweet by the Works Department claim the Works Department wouldn’t fix a pothole or apologise if it was the average citizen who had been hurt or even killed.
In response to the online uproar, JKR director-general in a statement said that the Public Works Department takes seriously the social media comments on the department’s response towards complaints received regarding damaged roads and roads with potholes.
“Regardless of federal road, state road or council road, every complaint will be channeled to the relevant parties for immediate action,” read the statement posted on Facebook.
JKR also assures Malaysians that they practice a “no wrong door policy” and listed 11 official ways the public can lodge their complaints on road conditions:
- JKR Care website – aduan.jkr.gov.my
- Public Complaints Management System (SISPAA) website – kkr.spab.gov.my
- Public Complaints Bureau website – pcb.spab.gov.my
- Respons Rakyat App by Public Complaints Bureau – Apple (HERE) OR Android (HERE)
- Phone Call – 1 300 888 557 / +603 2610 8888 / +03-2618 8401 / 8402
- Email – firstname.lastname@example.org OR email@example.com
- Newspaper/ media
- Malaysia Government Call Centre (MyGCC) – call / e-mail / SMS / social media / app (HERE)
- JKR office – verbal complaint
- Letters addressed to JKR – Urus Setia Aduan JKR, Bahagian Komunikasi Korporat (BKK), Cawangan Dasar dan Pengurusan Korporat, Ibu Pejabat JKR Malaysia, Tingkat 30, Blok G, Jalan Sultan Salahuddin, 50480 Kuala Lumpur
- Social media – Facebook (@jkr.malaysia), Twitter (@JKRMalaysia), Instagram (@jkrmalaysia)
JKR always strives to do its best in monitoring road conditions throughout the country, and every complaint received is a priority of the department in ensuring road users are in a safe and comfortable condition.Public Works Department (JKR).
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