Public Complaints Management System (SISPAA)

Public Complaints Management System (SISPAA)

The Public Complaints Management System (SISPAA) is an online web-based platform developed under the supervision of the Public Complaints Bureau (BPA) of the Prime Minister's Department. This system is designed to facilitate the public in submitting complaints, suggestions, inquiries, or compliments regarding government agency services in a transparent and systematic manner.

The Role of SISPAA for Raub District Council (MDR)

As a Local Authority (PBT) in Pahang, the Raub District Council (MDR) integrates a dedicated SISPAA portal (SISPAA MDR) to manage various community feedback.

  • Submission of Municipal Service Complaints: Residents of the Raub district can report local issues directly to MDR.
    • Damage to public amenities (streetlights, potholes, clogged drains).
    • Sanitation issues, grass cutting, and solid waste management.
    • Nuisance caused by stray animals, livestock, or pets.
    • Business licensing issues, unauthorized structures, and enforcement matters.
  • Centralized & Integrated Feedback Process: Complaints are handled directly by the MDR Complaints Officer and routed to the relevant department or unit.
  • Real-Time Status Tracking: Complainants can track their reports using a unique reference number to monitor the status of actions taken by MDR.

What Can and Cannot Be Reported via SISPAA

Eligible Categories Outside Scope / Ineligible Categories
Delays or lack of action taken Matters currently under court/civil proceedings
Poor service quality or unsatisfactory counter service Fixed government policy decisions
Lack of or damaged public facilities Personal or family disputes
Failure to enforce local authority bylaws Personal or commercial claims

Access & Complaint Channels for Raub District Council

  • SISPAA MDR Portal: mdraub.spab.gov.my
  • Mobile Application: Respons Rakyat app (available on Google Play Store & Apple App Store).
  • Required Information: User registration/account, incident details/location, supporting photos (if any), and a description of the issue.

Guide

Here is the step-by-step guide to submitting a complaint through the Majlis Daerah Raub (MDR) SISPAA portal:

Step 1: Access the Portal & Log In

  1. Visit the official portal: mdraub.spab.gov.my
  2. Click Log In if you already have an account, or click Register New Account if you are a first-time user. (Tip: You can also submit complaints without registering, but creating an account makes it easier to track your complaint history in the future).

Step 2: Create a New Complaint

  1. After logging in, click on the New Complaint / Feedback Form button.
  2. Select Feedback Type: Choose Complaint (or Suggestion/Enquiry/Appreciation depending on your need).

Step 3: Fill In Complaint Details

  1. Complaint Title: Write a concise and clear title (e.g., Pothole Issue at Jalan Bukit Koman).
  2. Category: Select the most suitable sub-category (e.g., Sanitation, Infrastructure/Public Amenities, Enforcement).
  3. Complaint Description: Detail the issue clearly:
    • What the issue is.
    • Specific location (street name, nearby landmarks, or house/premise number).
    • Date/time the issue was noticed.

Step 4: Upload Evidence (Highly Recommended)

  1. Click the Attachment / Choose File button.
  2. Upload photos of the site, damage, or supporting documents. (Photo attachments significantly speed up MDR officers' verification of the location and damage).

Step 5: Submit & Save Reference Number

  1. Review the details you provided.
  2. Click Submit.
  3. Save the Complaint Reference Number (e.g., MDR-XXXXX) displayed on the screen or sent to your email.

How to Check MDR Action Status:

  • Revisit mdraub.spab.gov.my.
  • Click on Check Complaint / Feedback Status.
  • Enter your Reference Number and IC/ID Number to view the real-time status of actions taken by the MDR Complaint Officer.

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