1. What can I complain to the Ministry Of Transport about?
2. Is there any fees charged to lodge the complaint?
3. Can I lodge a complaint on behalf of another person?
4. Can I make an anonymous complaint?
5. What are the types of complaint that can be lodged to Ministry Of Transport?
6. Can all complaints be referred to Ministry Of Transport?
7. How do I make a complaint?
8. What should I include in my complaint to Ministry Of Transport?
9. What happens to my complaint?
10. How long will an investigation take?

1. What can I complain to the Ministry Of Transport about?

The Ministry Of Transport can investigate complaints about administrative actions and decisions of Malaysian Government agencies at the federal, state and local levels (except in Sabah and Sarawak only at federal level) to see if they are wrong, unjust, unlawful or just plain unfair.

2. Is there any fees charged to lodge the complaint?

It is free of charge.

3. Can I lodge a complaint on behalf of another person?

Yes but you have to inform us what is your relationship to the complainant. You have to get the consent from the aggrieved person. However, we encourage the complainant to provide us their personal particulars including name, contact address and telephone number.

4. Can I make an anonymous complaint?

Yes. Ministry Of Transport accepts anonymous or histleblower’ complaints. We will not normally investigate unless the complaint raises a serious matter and there is sufficient information in the complaint to enable us to conduct an investigation.

5. What are the types of complaint that can be lodged to Ministry Of Transport?

Types of complaint that can be lodged to Ministry Of Transport include delay in action or no action, unfair action, lack of public amenities, inadequacies of policy implementation and law, abuse of power, misconduct of public officials, failure to adhere to procedures, failure of enforcement and unsatisfactory quality of service provided.

6. Can all complaints be referred to Ministry Of Transport?

All complaints may be referred to Ministry Of Transport except complaints against Government policies, matters under the purview of Public Accounts Committee (PAC), Anti-Corruption Agency and Legal Aid Bureau. We will not take complaints that have been referred to a lawyer or the court.

7. How do I make a complaint?

You can make a complaint by telephone, in person, in writing, by fax, through our web-site and during our meet the people programs.

8. What happens to my complaint?

Your complaint should contain enough information to allow Ministry Of Transport to assess the situation and how best to assist you. We encourage the complainant to provide us their personal particulars include name, contact address and telephone number to enable us to report the progress of the investigation. We can withhold these personal details if requested by complainant.

Tell us clearly what you want Ministry Of Transport to investigate. Provide as much documentation as possible include copies or letters or documents that show you have already attempted to resolve the complaint with the agency concerned. Tell us what outcome you are looking for.

9. What happens to my complaint?

Your complaint will be acknowledged promptly.

We will give your complaint careful consideration. In most cases we will telephone the agency or person involved and asks for an explanation. We will write to them to get the necessary feedback and information. Most complaints are resolved at this stage. If the complaint raises serious or complex issues, or if we are not satisfied by the agency initial response, we may undertake further investigation. If for reasons why we cannot take up your complaint, we will explain them to you.

We will keep you informed throughout the investigation.

If we find your complaint is justified, the conclusions are reported to you and the agency concerned. Ministry of Transport may recommend that the agency should reconsider or change its action or decision: that a law, rule or procedure should be changed; and/or that the agency should take any other action that is appropriate in the circumstances.

Ministry Of Transport cannot override the decision of agencies, or compel them to comply with our recommendations. However, agencies generally do accept Ministry Of Transport recommendations. If they do not and if Ministry Of Transport considers that of public interest, we can bring up the issue to the Permanent Committee on Public Complaints chaired by the Chief Secretary to the Government. Decisions made by the Committee have to be implemented. We can also bring matters of public interest to the Cabinet.

10. How long will an investigation take?

We will settle your complaints as quickly as possible. For complicated cases that involve a few agencies, it may take longer to investigate. Our Service Charter sets out our standards of service in more detail.