C
entral
G
overnment Administration
bodies must have mechanisms in place to receive and process
consumers’
complaints about services. They must undertake initiatives to improve
quality of services
in response to citizens' complaints and suggestions and publicly report all
actions and measures taken.
The G
uide on handling complaints and suggestions sets out methodologies, the
minimum content of forms, code structures and process diagrams.
The Ministry for Public Administration's Directorate General of O
rganisation and Service
Inspection is the body in charge of overseeing the complaints and suggestions
programme.
