SIBU – The Public Works Department Malaysia (JKR) Sarawak held its first Complaint Management Engagement Session for 2026, focusing on improving service delivery and strengthening communication with the public.
The meeting was chaired by Josenthiana Manggie, Deputy Director of Human Resources and Corporate Affairs. Officers and representatives from several JKR divisions and branches attended the session to review current complaint management practices and identify areas for improvement.
Statistics presented during the meeting showed complaints received through several channels, including Talikhidmat, social media platforms, and JKR Sarawak RoadCare. Participants reviewed response timelines and discussed steps to ensure faster and more effective resolutions.
The discussion also highlighted the need for stronger collaboration between divisions so feedback reaches complainants in a clear and organised manner. Better coordination within the department helps deliver updates more quickly and improves transparency in handling public concerns.
Technology also formed part of the conversation. As more residents rely on digital platforms to report issues, the Public Works Department Malaysia Sarawak continues to improve its systems so they remain accessible and responsive to community needs.
Officials stressed every complaint receives serious attention, with action taken to protect the safety and wellbeing of those using public infrastructure. The department reaffirmed its commitment to continuous improvement in meeting the expectations of residents across Sarawak.
The engagement session reflects ongoing efforts by the Public Works Department Malaysia Sarawak to strengthen accountability and efficiency. By handling complaints more effectively, the department aims to reinforce public trust and maintain reliable infrastructure services throughout the state.
