A New Way to Be Heard
The government has set up a brand new Citizens’ Complaints Bureau at the President’s Office. This means that if you or your family have a problem or complaint about a government service, there is now an official place to send it, and someone will be responsible for following up.
The Bureau was promised in this year’s Presidential Address and is now being put together. It is expected to be fully up and running by mid-year. Staff are being hired and trained right now.
How Will It Work?
You will be able to send your complaint in lots of different ways:
- Letters and email
- The ‘Raajjege Adu’ portal
- GEMS messaging
- Phone calls
- Social media
Once you submit a complaint, it gets its own unique ticket number. That means you can check exactly where your complaint is and what is happening with it, all the way until you get a response. A 24-hour call centre will also be set up so people can call in at any time.
What the President Said
President Dr Mohamed Muizzu said all complaints sent to the government through any platform will be recorded in one single system. He added that the Bureau will also keep an eye on how government agencies handle the complaints they receive. He expects the Bureau to be serving the public within five months.
