Customer service is a big problem in Malaysia. Many think it does not apply to them and even more think that they are not required to do anything to facilitate us citizens and taxpayers.

Customer service is not only applicable to banks, supermarkets and restaurants but must also be assimilated by the civil service delivery system.

I went to Inland Revenue Board office at Kelana Jaya in Selangor to submit my Borang EA form but apparently they don't accept that anymore nor will they stamp your copy for you. We have to post them to Pandan Indah or take it there directly. What if the forms get lost? Why burden the postal service further? Why can't it be collected and acknowledged by the IRB which can then use its many Pajeros and other 4WD vehicles to send it to the central processing unit themselves?

Surely it is the duty of IRB to facilitate the submission of the tax forms? Why talk about e-filing when a good system as previously practiced is being changed by some shortsighted officials? I wasted so much time, petrol and parking to just drive to Kelana Jaya and not achieve anything except get irritated and flabbergasted.

Who comes out with this silly and customer-unfriendly rules anyway? It is almost mind-boggling. What happened to the all-standard motto called 'Sedia Berkhidmat'? It is a real joke.