94 complaints over public services pending review — report

AMMAN — The capital registered the highest rate of pending complaints citizens have filed through the Public Sector Development Ministry against the quality of public services in 2015.

The ministry announced on Wednesday that 29 per cent of the total 94 pending complaints were filed in Amman.

Complains from Irbid, Zarqa and Mafraq governorates made up 35 per cent of the total, according to a ministry report referred to the Prime Ministry.

Some 86 per cent of the complaints were filed against 10 public institutions, at the top which are the ministries of municipal affairs, higher education and awqaf, in addition to the Land Transport Regulatory Commission, according to a Public Sector Development Ministry statement.

The report included some indicators to measure the performance of public institutions and liaison officers, where, for example, the “complaint settlement” indicator showed that 81 per cent of the complaints had been completely resolved and 25 departments had resolved 100 per cent of the complaints against them.

The average time to look into and deal with complaints was around five days, with the Jordan University of Science and Technology registering the shortest time of only two minutes to examine grievances, the report revealed, adding that the average response time to resolve complaints stood at 25 days.

As for the “citizen satisfaction” indicator, the report revealed that 94 per cent of the complaints were resolved in a way that pleased citizens, the statement added.

Public Sector Development Minister Khleef Al Khawaldeh said the ministry in 2015 received 1,739 complaints against 58 government departments, 1,411 of which (81 per cent) were completely resolved.

The average ratio of pending complaints in 2015 decreased to 19 per cent of the total complaints, compared to 29 per cent in 2014, Khawaldeh said in the statement.