I refer to the letter Where do you complain about the Complaints Bureau?

At the outset, as secretary-general of the Ministry of Domestic Trade and Consumer Affairs, I take full responsibility for the incompetent manner of my officers in dealing with our esteemed stakeholder.

In this connection, I offer my profound apology for the frustration and inconvenience faced by ‘Disgusted Citizen'.

I also offer no excuses if this whole episode had happened as described.

Investigation on the matter is underway with the intention of seeking, inter alia the causes of the breakdown in communication between the complainant and the office concerned.

This so as to take immediate remedial steps to improve the work processes and systems.

More importantly to identify the weaknesses of and upgrade the human capital to ensure that integrity and efficiency become the norm of the ministry's work culture.

I am grateful that ‘Disgusted Citizen' has highlighted this issue which otherwise may have escaped the attention of the top management of the ministry.

As to where to complain about the ministry's complaints bureau, I would be appreciative if the complainant could kindly e-mail me at mzmd@kpdnhep.gov.my and provide details of the original complaint for us to take the necessary action.

The writer is secretary-general, Ministry of Domestic Trade and Consumer Affairs.