By DayakDaily Team
KUALA LUMPUR, Oct 1: The Sarawak Secretariat Office has earned seven national recognitions for public complaints management while resolving 96 per cent of more than 56,000 complaints within four days as of October 2026.
Chief Secretary to the Government Tan Sri Shamsul Azri Abu Bakar commended the Sarawak Secretariat Office for the achievement, saying it reflected how efficiency and swift action could translate into public services that were genuinely felt by the people.
“The people judge the government not by what is read, but by what is felt. That is why complaint management is not just an administrative process. Every complaint is a signal to us about what needs to be fixed,” he said in a statement shared on his social media today.
He stressed that complaints should not merely be resolved on a one-off basis or through continued firefighting, as recurring complaints could indicate gaps in the system.
According to a report by the Sarawak Public Communications Unit (Ukas), the State Secretariat’s seven recognitions were awarded under the 2025 Public Complaints Management Audit conducted by the Public Complaints Bureau (BPA), Prime Minister’s Department.
The seven categories were Public Response Efficiency, Service Delivery Efficiency, Complaints Management Competency Empowerment, Work Process Efficiency, Complaints Management Governance, Strategic Public Communication and Digital Innovation Excellence.
The audit involved all 13 State Secretary Administrations and was conducted from May 14 to July 30, 2026.
Deputy Sarawak Secretary (Operation) Datu Hii Chang Kee, representing Sarawak Secretary Datuk Amar Mohamad Abu Bakar Marzuki, received the certificates of recognition from Shamsul Azri at the Public Complaints Management Audit Appreciation Ceremony in Putrajaya today.
Sarawak was among the states recognised in seven categories, alongside Perak, Melaka, Selangor and Kedah.
Meanwhile, Pahang, Penang, Negeri Sembilan and Kelantan each received recognition in six categories, while Terengganu, Johor, Perlis and Sabah were each recognised in five categories.
The recognition reflects the Sarawak Secretariat’s commitment to managing public complaints in a systematic, efficient and responsive manner.
The achievement also highlights the Sarawak government’s ongoing efforts to strengthen governance, streamline work processes and improve public service delivery.
Also present were BPA Director-General Datuk Akbar Samon and Sarawak Public Communications Unit (Ukas) Director Awang Putrayusrie Awang Redzuan. — DayakDaily
