Monday, December 21, 2009

A not-so-hot hotline 1800883255

Photo taken from Guanming Daily

Source: (By CHRISTINA LOW, 21/12/2009)

EARLY this month, Kuala Lumpur mayor Datuk Ahmad Fuad Ismail told KL MPs in a meeting that residents in the city would soon be able to call a toll-free number to lodge complaints.

Segambut MP Lim Lip Eng said he was thrilled when Ahmad Fuad introduced the service as he felt that it would be a great benefit to the residents. “We were told that residents could file complaints and also be able to check when DBKL will be on the ground to check on their problems. “We were told that we could try the system right away as it was in its trial run,” said Lim who made a call to the centre three days after the meeting. Lim said on his first try, he was immediately told by the operator that she could not take his complaint down as the service was down and would call him back to for further details. He waited, but the person did not return his call. The following day, Lim said he tried again and again for the entire week and was disappointed each time as no operator answered the call. “I am disappointed that the system is breaking down even before it is being implemented. “If the system isn’t working properly during th trial period, how can it cope with the load of complaints later when it is officially launched?” Lim asked.

During a press conference yesterday, Lim also made a call to the toll free number 1-800-88-3255 in front of reporters and true to his words, no one was on hand to answer the call. He added that any type of service was good if it was functioning well and able to serve the people regardless whether it was a counter service or those filed through phone or e-mail.

The call centre, which is expected to be fully operational next year, will be the first of its kind undertaken by a local authority to provide residents a convenient and fast way to connect with the local government.

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