The Works Ministry (KKR) has been urged to set up a rapid action team to handle every complaint channelled through the MyJalan application.
Universiti Kebangsaan Malaysia Traffic and Road Safety psychologist Prof Dr Rozmi Ismail said this was to ensure that all follow-up actions, including road damage raised by road users through the application could be resolved immediately.
"Basically every complaint involves consumer safety which is a critical issue, so it is important that immediate action be taken.
"There should also be a clear standard operating procedure (SOP), for example, every complaint received must be resolved within a reasonable time and to make this possible, the ministry must always have sufficient manpower and resources at all times," he told Bernama.
The MyJalan application which was launched in the middle of this month, is designed as a one-stop centre for all kinds of complaints related to roads including those not maintained by KKR.
Meanwhile, National Road Users Association acting president Fahami Ashrof Badaruddin opined that to ensure that the application achieves its objectives, one of the aspects that need to be focused on is to ensure that all repair works are carried out by qualified contractors.
He said the contractor must be able to complete the job within the time frame and according to the detailed plan and specifications.
"It is of no use if all complaints are resolved immediately, but the work is slipshod and done without following the specifications, because in no time, the problem will recur to continue to endanger road users," he said.
A road user Ainu Adilah Mustafa, 26, in welcoming the launch of the platform, said the move shows the ministry’s approach was in line with technological progress.
"The app is easy to use, with just some basic information we are able to lodge reports and complain to the relevant parties without having to go to the government office or complaint counter," she said.
Source: BERNAMA News Agency