Govt to launch 24-hour citizens complaints bureau
The bureau will also coordinate with government agencies to obtain information related to complaints and provide responses to complainants.
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President Mohamed Muizzu on Thursday announced the decision to establish a Citizens Complaints Bureau to receive and manage public concerns and complaints.
The President made the announcement while delivering this year’s presidential address, stating that the government intends to listen to public complaints and engage directly with citizens. He said the bureau will operate on a 24-hour basis.
According to the President, the Citizens Complaints Bureau will manage complaints submitted through letters, email, voice submissions, messaging platforms, telephone calls and social media, using a centralised digital system. The bureau will also coordinate with government agencies to obtain information related to complaints and provide responses to complainants.
President Muizzu said the bureau will use an automated digital system supported by artificial intelligence to record and manage complaints submitted to government institutions through multiple platforms. A 24-hour call centre will also be established as part of the bureau.
The digital system will be adopted across government agencies to manage and respond to complaints received by individual institutions. The bureau will also monitor how agencies respond to complaints and assess compliance.
Staff for the Citizens Complaints Bureau will be recruited through the transfer of employees from the President’s Office and other government ministries, followed by relevant training, the President said.
He added that the bureau is expected to be established within the next five months.
