CORPORATE AND STRATEGIC MANAGEMENT DEPARTMENT

NO

QUESTION

ANSWER

1

What is a Public Complaint?

Public Complaints are feedback received from the public regarding the services of the Subang Jaya City Council (MBSJ).

2

Are non-Subang Jaya residents allowed to make complaints?

Yes, non-Subang Jaya residents can also make complaints. This includes those working in Subang Jaya and visitors to Subang Jaya as long as the complaint is related to the maintenance limits and jurisdiction of MBSJ

3

What is required when making a complaint?

Complainants are asked to provide complete personal details and telephone number, the matter complained about and the complete address of the location of the complaint. If these matters are not provided, the complaint cannot be recorded. Complainants are also encouraged to provide any supporting documents to clarify the complaint.

4

How do I make a complaint to MBSJ?

a) You can use the MBSJ SISPAA Online Complaints System. https://spab.mbsj.gov.my

b) Via email at aduan@mbsj.gov.my

c) Via the MBSJ hotline 03-80247700

d) Attend the MBSJ Complaints Counter

5

Will feedback on complaint actions be provided?

Feedback on complaint action will be provided within 15 working days from the date the complaint is received. Feedback on complaints will be provided via email. Complainants can also obtain the status of complaints that have been made by calling 03-80247700

6

How do I check the status of my complaint?

Complaints can be reviewed online by entering the complaint number given to you when making a complaint. Visit the following link   https://spab.mbsj.gov.my to review Complaints.

7

What types of complaints can be accepted by the Subang Jaya City Council?

The types of complaints received by MBSJ are regarding delays in public cleaning/no action, unfair actions, lack of public facilities, policy flaws and legal weaknesses, abuse of power/misconduct, misconduct by public officials, failure to follow procedures, failure to enforce and unsatisfactory quality of service.

8

Can all complaints be referred to the Subang Jaya City Council?

All complaints can be referred to MBSJ except complaints against Government policies, matters under the jurisdiction of the Public Accounts Committee, the Anti-Corruption Agency and the Legal Aid Bureau.

9

What can I complain to MBSJ?

MBSJ can investigate complaints as well as administrative actions and decisions of Malaysian Government agencies at the federal, state and local levels (except in Sabah and Sarawak only at the federal level) to determine whether the action is wrong, unfair or not in accordance with the law.

10

Is there any fee charged for filing a complaint?

No fee is charged.

11

Can I make a complaint on behalf of someone else?

You need to disclose your relationship with the complainant. You will need to obtain their permission. However, we encourage complainants to provide personal information including name, contact address and telephone number.

12

Can I submit a complaint anonymously?

Yes. MBSJ accepts anonymous or 'whistleblower' complaints. We will not normally investigate unless the complaint raises a serious matter and there is sufficient information in the complaint to enable us to investigate.

13

What types of complaints can be accepted by the Subang Jaya City Council?

The types of complaints received by MBSJ are regarding delays/no action, unfair actions, lack of public facilities, policy flaws and legal weaknesses, abuse of power/misconduct, misconduct by public officials, failure to follow procedures, failure to enforce and unsatisfactory quality of service.

14

Can all complaints be referred to the Subang Jaya City Council?

All complaints can be referred to MBSJ except for complaints against Government policies, matters under the jurisdiction of the Public Accounts Committee, the Anti-Corruption Agency and the Legal Aid Bureau. We do not accept complaints that have been referred to lawyers or the courts.

15

How do I make a complaint?

You can submit a complaint by phone, in person, writing a letter, our website and during our public outreach programs.

16

What should I include in a complaint to the Subang Jaya City Council?

Your complaint should contain sufficient information to enable MBSJ to assess its position and how best to assist. We encourage complainants to provide personal information including name, contact address and telephone number to enable us to report on the progress of the investigation. We may keep this personal information confidential if requested by the complainant.
Please tell us clearly what you would like MBSJ to investigate. Provide as much information as possible including copies of letters or documents showing that you have attempted to resolve the complaint with the relevant agency. Tell us the desired outcome.

17

What happened to my complaint?

MBSJ will send you an Acknowledgement Letter immediately. We will give your complaint careful consideration. In most cases, we will call the agency or officer involved and ask for an explanation. We will write to them to obtain the necessary feedback and information. Most complaints will be resolved at this stage. If the complaint raises a serious and complex issue, or we are not satisfied with the agency’s initial response, we may conduct further investigations. If we are unable to accept your complaint for any reason, we will explain this to you. You will be kept informed of the progress of the investigation.
If we find that your complaint is well-founded, the decision will be reported to you and the relevant agency. MBSJ may recommend that the agency reconsider or change its action or decision; that the law, regulation or procedure be amended; and/or that the agency take other action appropriate to the circumstances.
MBSJ cannot overrule the agency’s decisions, or force them to comply with our recommendations. However, agencies generally accept MBSJ’s recommendations. If they do not accept and if the MBSJ is of the view that a matter is in the public interest, we can bring the relevant issue to the Standing Committee on Public Complaints chaired by the Chief Secretary to the Government. The decisions made by the Committee must be implemented. We can also submit matters involving the public interest to the Cabinet.

18

How long will it take for the Subang Jaya City Council to conduct an investigation?

We will resolve your complaints as quickly as possible. For complex cases involving multiple agencies, it may take time to investigate. Our Customer Charter sets out our service standards in more detail.