President Dr Mohamed Muizzu has announced plans to establish a Citizens’ Complaints Bureau at the President’s Office, which will operate around the clock to receive and manage public grievances.
The announcement was made during the President’s annual address to Parliament on Thursday, where he said strengthening public engagement and ensuring citizens are heard remains a priority of his administration.
According to President Muizzu, the proposed Bureau will serve as a central platform to receive complaints submitted through various channels, including social media, written correspondence and other communication methods. The system will digitally record complaints, seek information from relevant institutions and track cases until responses are issued.
The President said the Bureau will make use of artificial intelligence to manage and process complaints more efficiently. He described the initiative as a modern, technology-driven approach to public service delivery, aimed at improving responsiveness and accountability across government institutions.
In addition to the digital system, the Bureau will include a 24-hour call centre, allowing citizens to raise concerns at any time. President Muizzu said all complaints submitted will be monitored until action is taken, and pledged that government agencies will be required to respond to issues raised against them.
The President also noted that no new staff would be recruited specifically for the Bureau. Instead, personnel will be reassigned from the President’s Office and other government institutions, with training provided to equip them for the new role.
President Muizzu said he expects the Citizens’ Complaints Bureau to be fully operational within five months, describing it as a key step toward closer engagement between the government and the public.
