The objectives of the PCB are:- 

	to build closer relationship between the Public Service and the public;
	to provide a channel for feedback and evaluation of the Public Service;
	to identify and remedy weaknesses in the delivery of services by Ministries and Departments;
	to promote responsible and ethical behaviour in the Public Service; and
	to ensure a more effective response to the expectations of the public.

 ITS IMPORTANCE

Public complaints can be defined as complaints made by the public on their dissatisfaction towards any action that is:- 

	Unjust, and not in accordance with existing norms and regulations;
	Causing undue delays in service delivery;
	Abuse of power;
	Poor service delivery;
	Maladministration and the like against Government agencies.

Public complaints constitute an important feedback on the performance of the public service.  They provide vital inputs indicative of the efficiency and effectiveness of the service delivery of Government agencies.  Based on the feedback through complaints, Ministries/Departments can take remedial and preventive action to improve their services further.  The information and feedback obtained can assist the relevant agencies to improve systems and procedures in their effort to become more efficient and effective.  If agencies are to be accountable, then complaints must be viewed positively as they are deemed to trigger reforms thereby creating a shift towards improvement of the public service.

 
In a bid to monitor the complaints received at the PCB, a monthly return is made of all cases received and how many have been settled.  Follow-up actions are made on outstanding cases.  At the end of every calendar year, an Annual Report would be published for more transparency and accountability.  The Report would serve as an eye-opener and would be circulated to all Government Agencies.

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