JPJ Bintulu should improve their counter services

On 11-05-2010, I made a complain regarding JPJ Bintulu counter services to their Director.   Then, JPJ Putrajaya promised to take action, but was not inform what kind of actions will be taken.   Below is my complain:

Pada 11-05-2010 kira-kira jam 2:40pm, saya telah datang ke JPJ Cawangan Bintulu untuk mendaftar kenderaan baru. Pada masa itu, no giliran yang dilayan adalah 4013, dan nombor giliran saya pula ialah 4020. Saya menunggu selama setengah jam. Dalam masa menunggu tersebut, tiba tiba dua (2) orang datang (satu salesman dan satu lagi runner), dan terus ke kaunter no 2 yang dilayan oleh *****. Mereka terus jump queue dan ***** terus melayan mereka, sedangkan saya sudah menunggu selama setengah jam untuk urusan mendaftar kereta baru. Kenapa orang yang datang kemudian dilayan dulu, sedangkan saya sudah menunggu lama dan mengikut nombor yang telah ditetapkan.

Kenapakah terjadi perkara seperti ini, sila berikan penjelasan.

Sekian, terima kasih.

On the part of JPJ Bintulu, instead of improving their counter services, they retaliated by introducing a new system which would surely bring some inconveniences to the public, the file system.   They are just trying to show off their power or in another words, they are trying to convey this messages: "don't ever complain again or we will make your life difficult, we have the absolute power".

In fact, the problem is simple.   There are 2 aspects which their counter staff need to look into:

Firstly their attitude, smiles with friendly services.   In any customer related services, the counter staff attitude towards the public is of utmost importance.   They should create a favourable public impressions.   As far as JPJ Bintulu counter services are concerned, I have not seen them smiles or being friendly when attending the public.   All I see are their sour faces.   This department needs to look into this matter seriously and urgently.

Secondly, be firmed.   This is which prompted me to lodge a complain.   Besides being friendly, they need to be very firm and diplomatic when handling the public.   They should educate the public to strictly follow their rules.   When the public jump queue, the counter staff have the right to refuse to entertain them.   Firmly, but politely.   They have the absolute power.   When it comes to counter services, they should avoid being seen as "pilih kasih", but play by the rules.

In  fact the current system is very good, if both the public and the counter staff observe strictly the second factor above.   Instead of introducing a new system, they should improve the above.   They should listen to public complains and accept it as the weaknesses in their system and not retaliate to the complain or penalize the public.   Remember, the public pay income tax, which is used to pay their salary.