Citizens’ complaints bureau established at President’s Office

The Citizens’ Complaints Bureau announced in this year’s Presidential Address has been established at the President’s Office.

According to the President’s Office, the Bureau will provide a 24-hour service for the public to submit complaints and concerns.

The Bureau is expected to become operational by mid-year. Administrative arrangements are being finalised and recruitment is underway.

The Bureau will manage complaints submitted through letters, email, the ‘Raajjege Adu’ portal, GEMS messaging, phone calls and social media through a single system. It will also coordinate with government agencies to obtain information and provide responses.

A 24-hour call centre will be established as part of the service.

In the Presidential Address, President Dr Mohamed Muizzu said the system will be integrated across government agencies to allow monitoring of complaints through one platform.

“All complaints submitted to the government through various platforms will be recorded within this system. Each complaint will be assigned a unique ticket, allowing the progress of the issue to be tracked until a response is provided,” he said.

He also said the Bureau will monitor how agencies handle complaints.

Staff for the Bureau will be drawn from the President’s Office and government ministries and will receive training.

The President said the Bureau is expected to begin serving the public within five months.