COMPLAINTS AGAINST CIVIL SERVANTS OF DISCOURTESY (Conduct of courtesy courses)

Mr Ng Kah Ting asked the Minister for Finance (a) the number of complaints made against civil servants who have been discourteous and impolite to members of the public during the period 1st January, 1969 up to the latest convenient date; (b) whether courses on courtesy have been organised for civil servants and, if so, (i) how many courses have been held; and (ii) how many and what categories of civil servants participated in them; and (c) whether more such courses will be conducted.

The Minister of State for Finance (Mr Tang See Chim) (for the Minister for Finance): Mr Speaker, Sir, the number of complaints of discourtesy of civil servants received by the Central Complaints Bureau during the period 1st January, 1969, to 8th February, 1971, is 154. Out of this, 118 complaints were not substantiated.

Government is aware of the need to conduct courses on courtesy for civil servants, and such courses have been held regularly in the past. Since January 1969, 10 Customs officers, 12 Immigration officers and 12 Health officers have attended a "First Course in Courtesy". About 24 Administrative officers are currently undergoing an intermediate training course, which includes a course on public relations at the Staff Training institute.

More courses on courtesy are being planned. A courtesy course for about 20 personal assistants, telephone operators, receptionists and counter clerks is scheduled to begin some time next month. Another course for Division II and III officers is to be held at the National Youth Leadership Training Institute on 28th April, 1971. The course will include lectures on "Essentials of human relations" and discussions and role-play sessions on how to deal with members of the public.

It is intended to conduct training courses which will include courtesy to members of the public similar to the course which Administrative Officers are currently undergoing, for other Division I officers in departments which come into constant contact with the public, such as those in the Foreign, Immigration, Customs and Postal Services.