Customer Service Office (Complaint Management)

What are the channels for submitting any complaints, comments, criticisms, suggestions and queries to the NRD?

The following channels may be used:

Telephone (03-88807077/7071)

Visit any NRD customer service offices

Letter

Fax (03-88808288)

Email (@jpn.gov.my) : pro

Website (SISPAA) : http://jpn.spab.gov.my

Can I submit a complaint online?

Yes. Complaints can be submitted at http://jpn.spab.gov.my or by e-mail to the NRD Public Relations Officer at This email address is being protected from spambots. You need JavaScript enabled to view it.

Can I make a complaint anonymously?

Yes. You need to fill in relevant personal information and contact address to enable the department to provide you with a response. Your personal information will be kept confidential.

Can I withdraw a complaint if I made a mistake?

Yes. Please submit the request for withdrawal through the same channel by starting the complaint reference number or providing a copy of the complaint made.

What happens to my complaint once it has been submitted?

Feedback will be given based on the NRD client charter on general complaint resolution.

Will I be involved with the investigation team if I make a complaint?

You will be asked to assist only if further information is required for the investigation.

What if I am not satisfied with the decision/resolution to the complaint?

The resolution of a complaint depends on the information, evidence and facts given. Therefore, not all resolutions of complaints will result in a satisfactory outcome to all stakeholders.

If you are not satisfied with the result of an investigation, you may provide further evidence/information so a more satisfactory outcome may be achieved.

What are the criteria for complaints for which action will be taken?

Complaints for which action will be taken must meet the following criteria:

Accompanied by the name and address of the complainant, address where incident took place, telephone number of the complainant (if any), clear facts and dates
Complaints pertain to NRD products, personnel and services
Complaints are valid

RECOGNITION AND CERTIFICATION

Ibu Pejabat Jabatan Pendaftaran Negara Putrajaya,
No 20, Persiaran Perdana, Presint 2,
Pusat Pentadbiran Kerajaan Persekutuan,
62551 Wilayah Persekutuan Putrajaya.
Telefon: 03-8000 8000 Faks: 03-8880 8288
E-mail : This email address is being protected from spambots. You need JavaScript enabled to view it.

Customer Service Office (Complaint Management)

RECOGNITION AND CERTIFICATION

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