Sarawak government receives accolade for its efficiency in managing public feedback and complaints

PUTRAJAYA, Oct 1 2026: The Sarawak government’s efficiency in managing over 56,000 public feedback items and complaints up to October 2026 has drawn praise, with a 96.5 per cent resolution rate—the majority of which were addressed in under four days.

Caption: It's the thumbs-up for the Sarawak government for its effieciency in managing public feedback and complaints. Deputy Sarawak State Secretary Hii Chang Kee is seen pictured in the centre

Chief Secretary to the Government  Shamsul Azri Abu Bakar said that the achievement demonstrates the Sarawak government's commitment to ensuring that every complaint and grievance from the public receives appropriate attention and action.

“While this achievement has been attained, we must maintain this momentum of excellence; if there is still room for improvement, it must be addressed immediately,” he said at the 2025 State Secretary Administration-Level Public Complaint Management Inspection Rating Appreciation today.

 Shamsul Azri noted that public complaint management should not be viewed merely as a process of receiving and resolving complaints; instead, it should be leveraged to identify trends and weaknesses in government service delivery.

According to him, frequently received complaints from specific areas or those involving recurring issues can serve as indicators that certain aspects of service delivery require improvement. “Let us use this feedback to examine trends in the issues faced by the people and subsequently devise the best and swiftest solutions.

“We must not adopt a hands-off approach by turning complainants away simply because an issue falls outside our jurisdiction,” he said.

Shamsul Azri also urged top state-level leadership to pay close attention to the functions and roles of public complaint management and to ensure that relevant meetings are held regularly.

He noted that this approach is crucial for enabling leaders to gain firsthand insight into the people's grievances on the ground, thereby ensuring that follow-up actions can be implemented more effectively.

He explained that the way a government handles complaints reflects its level of efficiency, empathy, and commitment to championing the people's interests.

In this regard, he hopes that Sarawak’s performance in public complaint management will continue to improve through swift, effective, and solution-oriented actions.