DESEMBER 2010

KETUA PEGAWAI EKSEKUTIF LADA RASMI PROGRAM KABB LANGKAWI KUAH - Ketua Pegawai Eksekutif Lembaga Pembangunan Langkawi (LADA), YBhg. Tan Sri Khalid Ramli merasmikan program Kaunter Aduan Bergerak Bersepadu (KABB) anjuran bersama Biro Pengaduan Awam (BPA), Pejabat BPA Negeri Pulau Pinang/ Kedah/Perlis dan LADA bertempat di Kompleks Pekan Rabu, Kuah, Langkawi, Kedah pada 29 Februari 2012. Program yang bermula pada jam 9.00 pagi dan berakhir pada jam 3.30 petang turut dihadiri Ketua Pengarah BPA, Dato' Dr. Tam Weng Wah yang menyampaikan ucapan dan Timbalan Pengurus Besar LADA, Encik Abdul Rahman bin Haji Zainol.

CHIEF EXECUTIVE OFFICER OF LADA OFFICIATED IMCC IN LANGKAWI KUAH - The Chief Executive Officer of Langkawi Development Authority (LADA), YBhg. Tan Sri Khalid Ramli officiated the Integrated Mobile Complains Counter (IMCC) jointly organised by the Penang/Kedah/Perlis Public Complaints Bureau (PCB), Prime Minister's Department and LADA, at Pekan Rabu Complex, Langkawi, Kedah on 29 February 2012. The programme which began at 9.00 am and ended at 3.30 pm was also attended by Director General of PCB, Dato' Dr. Tam Weng Wah who delivered his speech and Deputy General Manager of LADA, Mr. Abdul Rahman bin Haji Zainol.

DESEMBER 2010

LAWATAN AMALAN 5S KE MOSTI Delegasi seramai 14 orang pegawai yang diketuai oleh Pengarah Bahagian Khidmat Pengurusan BPA, Encik Wan Ali bin Wan Husin, telah mengadakan lawatan Amalan 5S ke Kementerian Sains, Teknologi dan Inovasi (MOSTI) pada 29 Februari 2012. Delegasi lawatan ini turut disertai oleh kakitangan BPA Selangor dan BPA Wilayah Persekutuan Kuala Lumpur. Ibu Pejabat BPA pada ketika ini dalam proses melaksanakan Amalan 5S bagi mewujudkan persekitaran serta suasana kerja yang kemas, bersih dan sistematik. Untuk memastikan program ini berjalan dengan lancar dan menepati kehendak dan peraturannya, lawatan Amalan 5S ke MOSTI telah diadakan untuk berkongsi pengetahuan, nasihat dan pengalaman dalam pelaksanaan amalan 5S. Dalam lawatan tersebut satu taklimat amalan 5S telah disampaikan oleh Encik Akmal Ariff bin Zainol Ariff, Setiausaha Bahagian Pentadbiran, MOSTI. Delegasi BPA juga telah dibawa ke setiap bahagian dan unit MOSTI untuk mendapatkan gambaran mengenai amalan 5S. Dengan adanya lawatan seperti ini, BPA akan dapat melaksanakan amalan 5S dengan jayanya mengikut peraturan dan kehendak program. Lawatan yang bermula pada jam 9.00 pagi dan berakhir pada jam 12.30 tengah hari diharap memberi pendedahan yang baik kepada kakitangan BPA dalam meningkatkan amalan 5S.

VISIT TO MOSTI FOR 5S PRACTICE A delegation of 14 officials led by Management Services Director of PCB, Mr. Wan Ali bin Wan Husin paid a visit to the Ministry of Science, Technology and Innovation (MOSTI) on 29 February 2012 to learn more about 5S practice. Staff of PCB Selangor and Federal Territory of Kuala Lumpur also participated in the visit. PCB's Headquarters is looking forward to implement 5S practice to creating a neat, clean and systematic working environment. To ensure the program is carried out smoothly and meet its requirements, this visit was to share the knowledge, advice and experience of MOSTI in implementing the 5S practice. During the visit, Mr. Akmal Ariff bin Zainol Ariff, Secretary of Administration Division, MOSTI gave a briefing regarding 5S practice. PCB's delegates also visited every divisions and units in MOSTI. With this visit that lasted from 9.00 am to 12.30 pm, PCB will be able to successfully implement 5S practice in according to the requirements.

DESEMBER 2010

19 JABATAN/AGENSI MENYERTAI KABB CENTRE COURT KLUANG MALL Program Kaunter Aduan Bergerak Bersepadu (KABB) yang pertama bagi tahun 2012 telah diadakan pada 25 Februari 2012 (Sabtu) di Centre Court Kluang Mall, Kluang, Johor. Program ini telah dianjurkan oleh BPA Negeri Johor dengan kerjasama Pejabat Daerah Kluang dan pihak Kluang Mall, Johor. Majlis perasmian penutup program telah disempurnakan oleh Encik Chye Kwee Yeow, Pengerusi Jawatankuasa Penyelarasan Mukim-Mukim (JPMM) Mengkibol, Kluang. Sebanyak 19 kaunter yang mewakili pelbagai jabatan/ agensi kerajaan telah menyertai program ini. Selain dari menerima aduan, program KABB ini juga menawarkan perkhidmatan lain kepada para pengunjung seperti khidmat nasihat serta pameran pendedahan informasi jabatan/agensi yang terlibat. Menurut rekod yang telah dicatatkan, sebanyak 41 aduan telah diterima daripada 324 pengunjung sepanjang program yang bermula pada 11.00 pagi hingga 5.00 petang.

19 DEPARTMENTS / AGENCIES TOOK PART IN IMCC AT CENTRE COURT KLUANG MALL The first Integrated Mobile Complaints Counter (IMCC) 2012 was held on 25 February 2012 at Centre Court Kluang Mall, Kluang, Johor. This programme was organised by PCB Johor in collaboration with Johor's Land and District Office and Kluang Mall, Johor. The opening and closing ceremony was officiated by Mr. Chye Kwee Yeow, Chairman of the Committee of Districts Coordination Mengkibol, Kluang. A total of 19 counters representing various government departments / agencies participated in this programme. Apart from receiving complaints, the programme also offered other services to visitors such as consultation services and exhibition to disseminate information on departments / agencies participated. According to the records, a total of 41 complaints were received from 324 visitors throughout the programme, which started at 11.00 am and ended at 5.00 pm.

DESEMBER 2010

91 PEGAWAI LHDN LAWAT BPA PUTRAJAYA - Seramai 91 orang pegawai Lembaga Hasil Dalam Negeri (LHDN) mengadakan lawatan ke BPA pada 10 Februari 2012 bertempat di Dewan Taklimat Unit Penyelarasan & Perlaksanaan (ICU), Kompleks A, Jabatan Perdana Menteri bagi berkongsi pengalaman dan pengetahuan dalam Pengurusan Aduan Awam. Delegasi yang diketuai oleh Pengarah Bahagian Komunikasi Korporat LHDN, Puan Nor Azirah binti Mohd Said telah disambut oleh Pengarah Bahagian Perancangan, Inovasi dan Penyelarasan, Tengku Adnin bin Tengku Adnan. Program lawatan dimulakan dengan ucapan aluan oleh Timbalan Ketua Pengarah (Aduan), Encik Azlan bin Man dan diteruskan dengan sesi penyampaian cenderahati dan bergambar sebelum diteruskan taklimat Korporat BPA oleh YM Tengku Adnin. Pengarah Aduan, Encik Hee Hon Ming, Pengarah BPA Wilayah Persekutuan, Kuala Lumpur, Encik Lee Soon Hoe, Pengarah BPA Negeri Selangor, Encik Abdul Razak Abdul Latif dan Ketua Penolong Pengarah (Aduan) Unit 3, Encik Mohd Asri Mohamed turut hadir dan meberikan penjelasan terhadap isu-isu yang dibangkitkan oleh wakil LHDN

91 IRB OFFICERS VISIT PCB PUTRAJAYA - A total of 91 officers from the Inland Revenue Board (IRB) visited the Public Complaints Bureau on 10 February 2012. The event was held at the Briefing Hall, ICU, Parcel A, Prime Minister's Department. The purpose of the visit was to share knowledge and experiences in managing public complaints by both agencies. The IRB delegation led by Director of Corporate Communications of IRB, Ms. Nor Azirah binti Mohd Said was received by the Director of Planning, Innovation and Coordination, Tengku Adnin bin Tengku Adnan. The program started with welcoming speech delivered by the Deputy Director General (Complaints), Mr. Azlan bin Man and continued with the exchange of souvenirs and photography session before briefing on Complaints Management by YM Tengku Adnin. Complaints Director, Mr. Hee Hon Ming, Kuala Lumpur PCB's Director, Mr. Lee Soon Hoe, Selangor PCB's Director, Mr. Abdul Razak Abdul Latif and Senior Principal Assistant Director (Complaints) Unit 3, Mr. Mohd Asri Mohamed were also present and provided explanations for the issues raised by IRB delegates.

DESEMBER 2010

PERJUMPAAN KP BERSAMA TIMBALAN-TIMBALAN KETUA SETIAUSAHA KEMENTERIAN BIL. 1/2012 PUTRAJAYA - Seramai 15 timbalan Ketua Setiausaha Kementerian hadir di majlis Perjumpaan Ketua Pengarah BPA dengan Timbalan-timbalan ketua Setiausaha Kementerian bil 1/2012 bertempat di Bilik Mesyuarat Utama, Aras 2, Kompleks JPM, Putrajaya. Program yang bermula tepat jam 9.30 pagi turut dihadiri Setiausaha Bahagian Kementerian, Pegawai Kanan Kementerian, Pegawai Perhubungan Awam Kementerian, Pengarah-pengarah BPA Negeri dan Ketua-ketua Penolong Pengarah Aduan BPA.

Pembentangan laporan telah dilakukan oleh oleh Timbalan Ketua Pengarah (Aduan), Encik Azlan bin Man manakala penerangan lanjut pembentangan oleh Dato' Dr. Tam yang merangkumi Laporan dan Analisis Prestasi Pengurusan Aduan Kementerian bagi tahun 2011, Prestasi Perlaksanaan Sistem I-SPAAA, Perlaksanaan Pemantauan Akhbar oleh semua Kementerian serta Perlaksanaan kursus MOLPA (Modul Latihan Pengurusan Aduan Awam) peringkat Kemenerian/Agensi. Sesi soal jawab dipengerusikan oleh Dato' Dr. Tam yang mana berakhir pada jam 11.45 pagi. Majlis perjumpaan ini akan diadakan sekali setahun bagi memberi input prestasi kementerian agar pegawai-pegawai kanan kementerian akan sentiasa memberi perhatian kepada pengurusan aduan awam. .

MEETNG BETWEEN PCB'S DIRECTOR GENERAL AND MINISTRIES OF DEPUTY SECRETARY GENERAL : 1/2012 PUTRAJAYA - A total of 15 Ministries Deputy Secretary General attended the Meeting of the PCB Director General the Ministries' Deputy Secretary General : 1/2012 held on 12 January 2012 at Board Meeting Room, Prime Minister's Department Complex. The programme started exactly at 9.30 am were also attended by Under-Secretary of Ministries, senior officers, Public Relation Officers, PCB State Directors and Heads of Complaints Assistance Director of PCB.

The presentation was delivered by PCB Deputy Director General (Complaints), Encik Azlan bin Man meanwhile further presentation explanation done by Dato' Dr. Tam which include reports and analysis of management performance for the 2011, Implementation performance of I-SPAAA, implementation monitoring of media by Ministries and implementation of Public Complaints Management Training Module. The question and answer session was chaired by Dato' Dr. Tam which ended at 11.45 am. The yearly programme organised by PCB is to deliver the Ministries performance information in order to alert the senior officer to the public complaints.

DESEMBER 2010

LAWATAN KERJA OMBUDSMAN USM KE BPA PUTRAJAYA - Biro Pengaduan Awam, Jabatan Perdana Menteri telah menerima lawatan daripada Ombudsman Universiti Sains Malaysia (USM), Pulau Pinang pada 13 Februari 2012 yang diketuai oleh Encik Khairul Anuar bin Che Azmi, Timbalan Penasihat Undang-undang Kanan. Delegasi yang turut disertai Ketua Penolong Penasihat Undang-undang dan Pegawai USM telah diberi taklimat Pengurusan Aduan BPA oleh Pengarah Perancangan, Inovasi dan Penyelarasan, Tengku Adnin bin Tengku Adnan. Lawatan yang bertujuan untuk berkongsi pengalaman dan pengetahuan dalam pengurusan aduan turut dihadiri Pengarah Aduan BPA, Encik Hee Hon Ming, Ketua Penolong Pengarah Aduan, Puan Noraznida bt. Abdul Halyily dan Ketua Penolong Pengarah Penyelarasan dan Keurusetiaan, Encik Thirunavakarasu a/l Jayaseelan.

MALAYSIAN SCIENCE UNIVERSITY OMBUDSMAN VISITS PCB PUTRAJAYA - The Public Complaints Bureau, Prime Minister's Department received a visit from the Ombudsman Malaysian Science University (USM), Penang on 13 February 2012, led by Mr. Khairul Anuar bin Che Azmi, Deputy Senior Counsel. The delegation was also accompanied by the Assistant Chief Counsel and two USM Offices. Briefing on the Complaints Management was done by the Director of Planning, Innovation and Coordination, Tengku Adnin Tengku Adnan. The purpose of the visit was to share experience and knowledge in the management of complaints. Complaints Director, Mr. Hee Hon Ming, Principal Assistant Director of Complaints, Ms. Noraznida bt. Abdul Halyily and Chief Assistant Director of Coordination and Secretariat, Mr. J. Thirunavakarasu were also present.

DESEMBER 2010

LAWATAN KERJA OMBUDSMAN USM KE BPA PUTRAJAYA - Biro Pengaduan Awam, Jabatan Perdana Menteri telah menerima lawatan daripada Ombudsman Universiti Sains Malaysia (USM), Pulau Pinang pada 13 Februari 2012 yang diketuai oleh Encik Khairul Anuar bin Che Azmi, Timbalan Penasihat Undang-undang Kanan. Delegasi yang turut disertai Ketua Penolong Penasihat Undang-undang dan Pegawai USM telah diberi taklimat Pengurusan Aduan BPA oleh Pengarah Perancangan, Inovasi dan Penyelarasan, Tengku Adnin bin Tengku Adnan. Lawatan yang bertujuan untuk berkongsi pengalaman dan pengetahuan dalam pengurusan aduan turut dihadiri Pengarah Aduan BPA, Encik Hee Hon Ming, Ketua Penolong Pengarah Aduan, Puan Noraznida bt. Abdul Halyily dan Ketua Penolong Pengarah Penyelarasan dan Keurusetiaan, Encik Thirunavakarasu a/l Jayaseelan.

MALAYSIAN SCIENCE UNIVERSITY OMBUDSMAN VISITS PCB PUTRAJAYA - The Public Complaints Bureau, Prime Minister's Department received a visit from the Ombudsman Malaysian Science University (USM), Penang on 13 February 2012, led by Mr. Khairul Anuar bin Che Azmi, Deputy Senior Counsel. The delegation was also accompanied by the Assistant Chief Counsel and two USM Offices. Briefing on the Complaints Management was done by the Director of Planning, Innovation and Coordination, Tengku Adnin Tengku Adnan. The purpose of the visit was to share experience and knowledge in the management of complaints. Complaints Director, Mr. Hee Hon Ming, Principal Assistant Director of Complaints, Ms. Noraznida bt. Abdul Halyily and Chief Assistant Director of Coordination and Secretariat, Mr. J. Thirunavakarasu were also present.

DESEMBER 2010

91 PEGAWAI LHDN LAWAT BPA PUTRAJAYA - Seramai 91 orang pegawai Lembaga Hasil Dalam Negeri (LHDN) mengadakan lawatan ke BPA pada 10 Februari 2012 bertempat di Dewan Taklimat Unit Penyelarasan & Perlaksanaan (ICU), Kompleks A, Jabatan Perdana Menteri bagi berkongsi pengalaman dan pengetahuan dalam Pengurusan Aduan Awam. Delegasi yang diketuai oleh Pengarah Bahagian Komunikasi Korporat LHDN, Puan Nor Azirah binti Mohd Said telah disambut oleh Pengarah Bahagian Perancangan, Inovasi dan Penyelarasan, Tengku Adnin bin Tengku Adnan. Program lawatan dimulakan dengan ucapan aluan oleh Timbalan Ketua Pengarah (Aduan), Encik Azlan bin Man dan diteruskan dengan sesi penyampaian cenderahati dan bergambar sebelum diteruskan taklimat Korporat BPA oleh YM Tengku Adnin. <p align=justify> Pengarah Aduan, Encik Hee Hon Ming, Pengarah BPA Wilayah Persekutuan, Kuala Lumpur, Encik Lee Soon Hoe, Pengarah BPA Negeri Selangor, Encik Abdul Razak Abdul Latif dan Ketua Penolong Pengarah (Aduan) Unit 3, Encik Mohd Asri Mohamed turut hadir dan meberikan penjelasan terhadap isu-isu yang dibangkitkan oleh wakil LHDN.

91 IRB OFFICERS VISIT PCB PUTRAJAYA - A total of 91 officers from the Inland Revenue Board (IRB) visited the Public Complaints Bureau on 10 February 2012. The event was held at the Briefing Hall, ICU, Parcel A, Prime Minister's Department. The purpose of the visit was to share knowledge and experiences in managing public complaints by both agencies. The IRB delegation led by Director of Corporate Communications of IRB, Ms. Nor Azirah binti Mohd Said was received by the Director of Planning, Innovation and Coordination, Tengku Adnin bin Tengku Adnan. The program started with welcoming speech delivered by the Deputy Director General (Complaints), Mr. Azlan bin Man and continued with the exchange of souvenirs and photography session before briefing on Complaints Management by YM Tengku Adnin. Complaints Director, Mr. Hee Hon Ming, Kuala Lumpur PCB's Director, Mr. Lee Soon Hoe, Selangor PCB's Director, Mr. Abdul Razak Abdul Latif and Senior Principal Assistant Director (Complaints) Unit 3, Mr. Mohd Asri Mohamed were also present and provided explanations for the issues raised by IRB delegates.

DESEMBER 2010

BPA TERENGGANU / KELANTAN BUKA KAUNTER DI PASAR KETEREH KELANTAN KETEREH - Biro Pengaduan Awam, Jabatan Perdana Menteri Pejabat Negeri Terengganu / Kelantan telah membuka Kaunter Aduan Bergerak (KAB) bertempat di kawasan Pasar Ketereh, Majlis Daerah Ketereh, Kelantan pada 1 Februari 2012. Sebanyak 32 aduan telah direkodkan manakala 20 khidmat nasihat diberikan sepanjang program yang berlangsung dari jam 8.30 pagi hingga 12.30 tengahari.

MCC AT KETEREH MARKET, KELANTAN KETEREH - The Terengganu / Kelantan Public Complaints Bureau Office (PCB Terengganu / Kelantan), Prime Minister's Department opened a Mobile Complaints Counter (MCC) at the Ketereh Market, Kelantan on 1 February 2012. A total of 32 complaints were recorded while 20 issues were given consultation on throughout the programme, which started from 8.30am to 12.30pm.

BPA TERENGGANU / KELANTAN BUKA KAUNTER DI PASAR KETEREH KELANTAN KETEREH - Biro Pengaduan Awam, Jabatan Perdana Menteri Pejabat Negeri Terengganu / Kelantan telah membuka K aunter Aduan Bergerak (KAB) bertempat di kawasan Pasar Ketereh, Majlis Daerah Ketereh, Kelantan pada 1 Februari 2012. Sebanyak 32 aduan telah direkodkan manakala 20 khidmat nasihat diberikan sepanjang program yang berlangsung dari jam 8.30 pagi hingga 12.30 tengahari.

MCC AT KETEREH MARKET, KELANTAN KETEREH - The Terengganu /Kelantan Public Complaints Bureau Office (PCB Terengganu/Kelantan), Prime Minister's Department opened a Mobile Complaints Counter (MCC) at the Ketereh Market, Kelantan on 1 February 2012. A total of 32 complaints were recorded while 20 issues were given consultation on throughout the programme, which started from 8.30am to 12.30pm.