SHAH ALAM – Kuala Lumpur City Hall (DBKL) is currently reviewing viral allegations on social media regarding a complainant’s experience in handling complaints related to construction activities in Kuala Lumpur.
In a statement, DBKL said it is taking the matter seriously and understands public concern, particularly involving the confidentiality of complainants’ information and confidence in public complaint channels.
According to DBKL, a review is being conducted to obtain a full picture, including the complaint-handling process, follow-up actions taken and compliance with established procedures.
“At the same time, DBKL is also reassessing the original complaint to ensure the reported issue receives due attention and that actions taken are in line with the actual situation on the ground.
“DBKL would like to emphasise that every complaint received through official channels is important and forms part of ongoing efforts to improve the quality of life for city residents,” the statement said on Sunday.
Previously, a social media user alleged that their personal phone number had been shared with a representative of a construction project after lodging a complaint about dust pollution via the AduDBKL portal.
The same user also claimed to have faced difficulties obtaining follow-up action on complaints regarding noise and overtime work at the construction site, which were allegedly repeatedly referred between the Adu@DBKL portal and DBKL’s WhatsApp line.
Meanwhile, DBKL stressed that public trust in the complaint system must always be maintained.
It said appropriate steps would be taken to strengthen existing processes if the review finds room for improvement in procedures, coordination or implementation.
“DBKL also welcomes cooperation from the complainant in providing further information to facilitate a more comprehensive review,” it said.
DBKL added that the public need not worry about using its official complaint channels, as every complaint received will be examined and handled according to established procedures.
“DBKL remains committed to ensuring that the public complaint system continues to be trusted, functions effectively, and benefits Kuala Lumpur residents,” it said.