Page 475 - ANUAL REPORT MOH 2017

Table 3
Percentage of Complaints by Issue Category In 2017

No Issue Category Percentage (100%)
1. Unsatisfactory Quality Of Services Including Over The Counter & 24.4
Telephone
2. Food Safety And Quality 19.1
3. Failure Of Communication 7.4
4. Misconduct Of Civil Servants 3.9
5. Delay Or No Action 6.1
6. Failure To Adhere To Set Procedures 7.6
7. Failure Of Enforcement 3.9
8. Unfair Action 1.2
9. Lack Of Public Amenities 4.3
10. Abuse Of Power 0.7
11. Inadequacies Of Policy Implementation And Law 0.2
12. Safety 0.8
13. Miscellaneous Complaints 8.7
14. Others 11.7

Source : Complaint Management Section, UKK
Aside from complaints, the Complaint Management Section also manages other feedback received
via email (pro.kkm@moh.gov.my) and Public Complaints Management System (SiSPAA) as shown
in Table 4 below:

Table 4
Number of Feedback Received (aside from Complaints) Year 2017
No Feedback Total
1. Question 1,800
2. Appreciation 2,500
3. Proposal 650
4. Application 441
Source : Complaint Management Section, UKK

MoH always ensures systematic management and monitoring of complaints. The MoH Complaint
Management Committee (JKPA) chaired by the Deputy Secretary General (Management) was one of the
monitoring methods. In 2017, T,this committee had held three (3) meetings on 23 May, 26 September
and 28 December 2017. The members of the Committee comprise of:
i. Division Secretary / Division Director at MoH Headquarters
ii. Directors of State Health Departments
iii. Institutional Directors
iv. Director of Hospital Kuala Lumpur

474 ANNUAL REPORT 2017 MINISTRY OF HEALTH MALAYSIA