Thursday, March 18, 2010

Call centre passes MP's test…

Lim Lip Eng (left) and special assistant Nick Ong inspecting a hole in front of their office. — Picture by P.C. Lim

Source: (By Dawn Chan, 18/3/2010)

Kuala Lumpur City Hall's 24-hour toll-free call centre has received the thumbs up from Segambut member of parliament Lim Lip Eng. Lim said the level of service was satisfactory. He said more than half of the complaints he had channelled to the hotline had been dealt with. Lim said he had lodged more than 20 complaints in three months. Action was taken, he said, between two weeks and two months from the time he lodged the complaints. "Sixty per cent of my complaints, ranging from uncollected rubbish to potholes, were attended to. I understand that the remaining complaints are yet to be solved because they are waiting for allocations. Some involving illegal roadside hawkers couldn't be looked into because of political backing. However, City Hall has passed my test. I can say this complaints line is a success." Lim encouraged city residents to make full use of the toll-free number (1-800 88 3255), which is operated around the clock.
The call centre was launched by the Chief Secretary to the Government Tan Sri Mohd Sidek Hassan. Sidek said the call centre was set up to cater to the needs of and provide better service to the people, in line with the prime minister's 1Malaysia concept of "People first, performance now". City Hall had spent RM400,000 to set up the call centre. It is equipped with the Integrated Public Agency Complaints Monitoring System which enables the staff to monitor complaints received from the public and address them effectively. There are 21 trained staff on duty. Complaints can be made in Bahasa Malaysia, English, Mandarin and Tamil.

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