Dealing with complaints

The Ministry of Public Sector Development has just disclosed that the number of complaints filed by the public about government officials and agencies, and some private entities, regarding provision of services has grown during the first three months of this year by 10 per cent.

The fact that more people lodge complaints about government officials and services does not necessarily mean that there are more problems, omissions or negligence to complain about, but rather that there is more public awareness and possibilities to bring to the attention of responsible people one’s dissatisfaction with certain services.

As can be expected, what people are complaining most about are water shortages, road conditions, lack of cadres, private education, public transport fares, lack of prompt address of grievances and the more frustrating — but also easier to control — commitment, or the lack of it, of some employees to working hours.

While most government institutions perform their duties impeccably, there will be those whose employees are either not behind their desks during official office hours or fail to deal professionally with peoples’ demands.

It happened to most of us that a yawning employee would refuse to serve because “there is only one hour” till his duty ends or because it is Ramadan and he is fasting and thus tired, or to be sent from one office/window to another, with each employee shirking responsibility, until the closing hour, and then, having to start anew another day.

True, at most institutions that is a thing of the past, but judging by the number of complaints, there are still the odd examples that do not make one proud.

It is encouraging that most public entities now have a desk for filing complaints, or provide a telephone number or an e-mail address for submission of grievances.

And the fact that the number of complaints is on the increase suggests that much is still to be done to improve provision of public services, whether in the public or the private sector.

Concerned agencies should take complaints seriously and work to remedy shortcomings.

Addressing grievances expressed by the citizenry means holding those responsible for them accountable.

The process of accepting complaints is relatively new to the administration of public services.

The fact that it was made possible is commendable. Dealing with the problems will ensure that the country reaches the level of developed nations and that the citizens are satisfied.