COMPLAINTS AGAINST CIVIL SERVANTS (Particulars)

Mr Teo Chong Tee asked the Minister for Social Affairs (a) how many written complaints of discourtesy and unhelpfulness against civil servants were received by the Central Complaints Bureau from the general public in 1975, 1976 and 1977; (b) whether the complaints have been thoroughly investigated and what disciplinary action has been taken against the guilty ones; (c) what measures have been taken to improve the situation; and (d) how many letters complimenting civil servants were received from the public in those three years.

Dr Ahmad Mattar: Mr Speaker, Sir, in 1977, the Central Complaints Bureau received 42 complaints of discourtesy and unhelpfulness against civil servants - 37 regarding discourtesy and five regarding unhelpfulness on the part of civil servants. The corresponding number of complaints in 1975 was 34 consisting of 29 on discourtesy and five on unhelpfulness and for 1976, there were 19 cases consisting of 17 on discourtesy and two on unhelpfulness.

All complaints received by the Bureau are assessed and thoroughly investigated. The Bureau, while ensuring that civil servants are protected from malicious and frivolous complaints, never hesitates to take action against any civil servant who has failed to discharge his duties properly. Complaints against Police and Armed Forces personnel are referred by the Bureau to the Singapore Police Force and the Singapore Armed Forces respectively which conduct their own investigations. The Bureau monitors the outcome of such investigations to ensure that appropriate action has been taken.

Of the complaints against civil servants for discourtesy and unhelpfulness received in 1975, 1976 and 1977, disciplinary action was taken against five cases in 1975, six in 1976 and nine in 1977. One case received in 1976 resulted in the dismissal of the officer. The other cases resulted in written warnings issued to the officers involved. The Bureau is presently taking disciplinary action against four cases received in 1977.

As one of the measures to reduce the incidence of discourtesy in the civil service, the Bureau has, since 1974, started to deploy its officers to observe various Government and statutory bodies which have frequent dealings with the public. It conducted 1,020 visits in 1976 and 1,048 visits in 1977. Besides observing the way officers at the counters treat members of the public, an assessment of the facilities such as directional signs, cleanliness of the waiting areas, etc, available for the public, is also made. Where applicable, reports of such visits are sent to Heads of departments for corrective action to be taken. This service rendered by the Bureau is accepted by various Heads of departments who are quite appreciative of the visits conducted by the Bureau. The Bureau received 19 letters of appreciation in 1975, 19 in 1976 and nine in 1977.

The Bureau received two letters from members of the public complimenting the work and conduct of civil servants in 1975, three in 1976 and four in 1977.

Mr Teo Chong Tee (Changi): A supplementary question, Sir. Would the Hon. Minister consider launching a courtesy campaign in all Government departments?

Dr Ahmad Mattar: Sir, since time is running out, the suggestion from the hon. Member for Changi will be noted.