Revitalizing Public Trust through Efficient Complaint Management: A Comprehensive Study on the Impact and Effectiveness of Public Complaint Management System of Malaysia

The topic of complaint management is receiving more and attention in both practise research, particularly the public complaint. Service delivery that meets needs its customers has become one important indicator determines quality governments’ services. This paper presents an analysis managed by Public Complaint Bureau (PCB) Malaysia; a specialised body handles complaints. aims to analyse effectiveness system managing provide recommendations. Through this analysis, performance PCB showed significant role through continuous improvement achieve improved service delivery.