THE performance of Talikhidmat Call Centre operators and the respective agencies in resolving cases are monitored closely by the Sarawak Public Communication Unit (UKAS) which comes under the Department of the Premier of Sarawak.
Deputy Minister in the Premier’s Department (Corporate Affairs, Information and UKAS) Datuk Abdullah Saidol said for unresolved cases, UKAS issue monthly notifications (case reminders) to the respective agencies to take immediate action.
“Upon receiving feedback, Talikhidmat Call Centre will assess the case and forward it to the respective agencies for action. All agencies concerned are required to provide appropriate responses to Talikhidmat, no more than 14 working days.
“Random customer satisfaction or follow-up calls by phone and emails shall be carried out by the Talikhidmat Call Centre to find out whether appropriate action has been taken.
“In case the requester is dissatisfied with the response given, the case can be re-opened and routed back to the relevant agencies for further action. Talikhidmat shall continue to monitor the progress of the case until it is solved satisfactorily,” he said during question-and-answer time in the State Legislative Assembly (DUN).
Abudllah said UKAS will also call the agencies concerned on a regular basis.
Earlier, Wilfred Yap (GPS-Kota Sentosa) asked on how public complaints made to Talikhidmat are resolved.
To a supplementary question on actions taken against those who furnish inaccurate or false replies back to Talikhidmat, Abdullah said the introduction of the Sarawak Ombudsman Bill, 2023 will be a new platform for complainants to bring up their unresolved cases.
“The complainants can reopen the cases if they think that the action taken by an agency is not to their satisfaction. Then Talikhidmat Call Centre should continue to monitor the progress of the reopened cases to a reasonable conclusion.
“In addition, UKAS will also call the agencies concerned on a regular basis to discuss the issues arising and manage unresolved cases,” he added.
