As reported by Bernama January 14, 2009, Datuk T Murugiah, Minister in PM Department said: "Kerajaan telah menetapkan tempoh 14 hari bagi semua jabatan, agensi kerajaan dan pihak berkuasa tempatan untuk menjawab surat dan pertanyaan. Kerajaan memandang serius mengenai perkara itu dan Biro Pengaduan Awam (BPA) memantau rapi situasi berkenaan"
Let us see the real anecdote. Mohamad submitted his loan application for pilot training in early July 2009 but received the reply, which dated 16 October 2009, only on 3 November 2009. Later, he was told the facility had been frozen since May 2009. The application was sent to their Head Office by courier service, which took less that 48 hours to reach KL.
In this case, MARA took 3 months to make a reply and require 2 weeks to post the letter. The story ended here but prior to this, on August 5, his dad had an appointment with HS, Pengarah Bahagian Penganjuran Pelajaran. To his chagrin, the secretary (NF) told him the Pengarah left the office 15 minutes before the appointment. About thirty minutes later, one of the officers told his dad the application was yet to be sighted. Frustrated, he came back but not without the promise of MARA officer to call him back on his handphone. As expected, he never recieved call from MARA, let alone the officer concerned.
In september @ Puasa month, his dad made more than 10 telephone calls to his direct line (03-26915111 and 03-26903624) at different time, different date and different week but all calls went unanswered. He could understand, if during the normal days, the officer could be late for office, having breakfast at 10.00 am. Going out for lunch at 12.30pm and continue zohor till 2.00pm. Having another tea break at 3.30 pm and disappear by 4.45pm??
In this case, we wonder what is the use of this Piagam Pelangan "Setiap panggilan ke Ibu Pejabat MARA akan dilayan tidak lewat daripada 30 saat samada oleh Telefonis atau melalui mesin sistem kendalian panggilan". We do not know when MARA is going to change and keeping abreast with changes around. MARA (KL) is no longer functioning like it was in 1980's. It is perhaps mere a pooling place for the unproductive sinners.
One of the Piagam shouted: "Semua permohonan pinjaman perniagaan dan pelajaran yang lengkap akan diputuskan dalam masa tidak lebih daripada 50 hari". We dare to say "NONSENSE! for thousand time. Mohamad's case was very straight forward as the freezing of fund was already decided even before he submitted the application. And interestingly, nobody when he collected the form at branch level, ever told him that the fund has been exhausted.
MARA may have thousand excuses for the flaws but excuses are always given by lazy and negative minded people. There may also finger-pointing but at the end of the day, the bosses must change or be changed.
footnotes:
Bernama /Jan 14, 10 12:43pm
Kerajaan telah menetapkan tempoh 14 hari bagi semua jabatan, agensi kerajaan dan pihak berkuasa tempatan untuk menjawab surat dan pertanyaan, kata Timbalan Menteri di Jabatan Perdana Menteri Datuk T Murugiah. Katanya, kerajaan memandang serius mengenai perkara itu dan Biro Pengaduan Awam (BPA) memantau rapi situasi berkenaan.
Beliau menggesa mereka yang belum menerima sebarang maklum balas dalam tempoh ditetapkan itu supaya memaklumkannya ke pejabat BPA yang berhampiran melalui surat, emel, faksimili, mesej SMS atau datang sendiri ke pejabat BPA.
"Kita memberi jaminan kepada rakyat, BPA akan mengambil aduan itu dengan secepat mungkin dan memberikan maklum balas semula kepada si pengadu," katanya kepada Bernama hari ini.
Semalam, Menteri Penerangan Komunikasi dan kebudayaan, Datuk Seri Dr Rais Yatim berkata Perdana Menteri sendiri akan memantau semua jabatan dan agensi kerajaan dalam menyelesaikan permintaan rakyat dari semasa ke semasa untuk memastikan tindak balas daripada jabatan dan agensi kerajaan menepati masa.
Dalam perkembangan lain, Murugiah berkata beliau mahu tindakan larangan peraduan menerusi SMS dikenakan kerana ia sering disalahgunakan oleh mereka yang mempromosikan peraduan berkenaan.
Menurutnya, BPA menerima banyak aduan daripada peserta peraduan yang menyatakan mereka terkeliru dengan peraduan sedemikian.
Sebagai contoh, satu peraduan yang dianjurkan oleh sebuah syarikat telefon bimbit baru-baru ini dan peserta mengadu bil bulanan mereka "melambung tinggi" selepas mereka diumumkan sebagai pemenang.
Sementara itu, Gabungan Persatuan Pengguna Malaysia (Fomca) menasihatkan pengguna supaya lebih berhati-hati ketika menyertai peraduan sedemikian.
Setiausaha agungnya Mohammed Shaani Abdullah berkata pengguna perlu membaca syarat-syarat utama peraduan sebelum membuat keputusan untuk menyertai peraduan itu.
Bagaimanapun, katanya, kadang kala terdapat syarikat yang gagal memberikan maklumat terperinci kepada pengguna dan ini melanggar peraturan.
Beliau menggesa Suruhanjaya Komunikasi dan Multimedia Malaysia memantau peraduan sedemikian bagi mengelakkan penyalahgunaan.
No comments: