Revitalizing Public Trust through Efficient Complaint Management: A Comprehensive Study on the Impact and Effectiveness of Public Complaint Management System of Malaysia

Abstract

The topic of complaint management is receiving more and more attention in both practise and research, particularly the public complaint. Service delivery that meets the needs of its customers has become one important indicator that determines the quality of governments’ services. This paper presents an analysis of public complaint managed by the Public Complaint Bureau (PCB) of Malaysia; a specialised body that handles public complaints. This paper aims to analyse the effectiveness of complaint management system in managing public complaint and provide recommendations. Through this analysis, the performance of PCB has showed significant role in managing public complaint through the continuous improvement of complaint management system to achieve improved service delivery.