21 January 2025, SERDANG – The Ministry of Higher Education (MOHE) has directed all public higher education institutions to adopt the Public Complaints Management System (SISPAA) for managing university complaints. In line with the directive, 16 Universiti Putra Malaysia (UPM) staff members attended a briefing on the implementation and use of SISPAA at the Public Complaints Management Division, Precinct 1, Federal Government Administrative Centre.

The briefing was conducted by the Public Complaints Bureau, Prime Minister’s Department, providing participants with an overview of the procedures, management processes and implementation of SISPAA to ensure that public complaints are handled systematically, efficiently and transparently.

As an initial preparation, the UPM Centre for Strategy and Corporate Relations conducted a benchmarking visit to the Customer Service Division of Universiti Kebangsaan Malaysia (UKM) on 4 October 2024. The visit aimed to gain insights and learn best practices in customer service management and the implementation of SISPAA at the university level.

The benchmarking visit was also attended by representatives from the Information and Communication Development Centre (iDEC), Sultan Abdul Aziz Shah Hospital, Alumni Relations Centre, School of Graduate Studies and University Health Centre. The knowledge and experiences shared during the visit provided valuable input for UPM’s preparation towards implementing a more coordinated complaint management system.

The implementation of SISPAA is expected to enhance the efficiency of complaint management, improve monitoring of follow-up actions and ensure that responses to complainants are delivered in a more structured manner. The initiative also reflects UPM’s commitment to continuously improving service delivery and strengthening responsive university governance.

Through the adoption of SISPAA, UPM aims to establish a more systematic and transparent approach to handling complaints while supporting continuous improvements in services. The initiative is expected to benefit both the university community and external stakeholders by providing a more organised channel for submitting, monitoring and managing complaints.

 
Prepared by:
Ts. Aidah Ngatiman
Bahagian Pembangunan Aplikasi
Pusat Pembangunan Maklumat dan Komunikasi (iDEC)

Date of Input: 27/01/2025 | Updated: 21/08/2026 | zuraya