President Dr Mohamed Muizzu has established the "Citizens Complaints Bureau", as a cornerstone of his pledge to govern with the power of the people, Chief Government Spokesperson Mohamed Hussain Shareef has said.
Speaking to PSM News, the Spokesman said that the new bureau is designed to serve as a direct conduit between citizens and the state, ensuring their concerns are heard and acted upon.
"President Muizzu wants to listen to the people and shape the government according to the people's sentiments. The Citizens Complaints Bureau is an important step in this endeavor and will provide an opportunity for the people to share their concerns regarding the affairs of the state and government," he explained.
According to Hussain Shareef, the bureau, which mirrors similar institutions in advanced democracies, will leverage modern technology to efficiently manage public feedback. A key feature is the deployment of an AI tool to intelligently sort and route complaints to the relevant government agency for resolution. This system is designed to handle a high volume of input seamlessly.
"For example, today we get 500 complaints from different parts of the country. Different people have different opinions about different things. When we get them, the AI tool separates them all. If there is one related to the Housing Ministry it gets routed there so that the person who should receive the complaint and the person who should respond to the complaint can be identified,” he said.
To encourage open and honest feedback without fear of reprisal, the spokesman gave a firm assurance that no action will be taken against anyone who files a complaint. The ultimate success of the bureau, however, hinges on public participation, he said, adding that the office is committed to responding to submissions as swiftly as possible.
First announced during this year’s Presidential Address, the bureau was formally established on 16 April. The President’s Office has confirmed that operations will commence in the middle of this year, supported by a dedicated 24-hour call centre to ensure accessibility for all citizens across the archipelago.