News Desk
President Dr Mohamed Muizzu today announced the establishment of a Citizens’ Complaints Bureau within the President’s Office, creating a single system for receiving and responding to public complaints at any time of day. The move delivers on a commitment he first outlined in his Presidential Address to the People’s Majlis on 5 February.
The President’s Office said the bureau will begin operations mid year. Administrative preparations and staff reassignments are now in progress, with the government stressing that no new civil service posts will be created for the unit.
Officials said the bureau will operate on a digital framework designed to track every complaint submitted through government channels. It will handle concerns sent through letters, email, the Voice of the People portal, the GEMS messaging platform, telephone calls and social media. Each submission will be logged into a unified system, assigned a ticket and monitored until a formal response is issued. A 24 hour call centre will also be part of the service.
In his address earlier this year, President Muizzu described the bureau as a step towards making the State more accessible. “The primary responsibility of this Bureau will be to manage and respond to public complaints submitted through multiple platforms… all through a unified digital system,” he said. He noted that the platform would use automated digital tools to ensure that every complaint is recorded, tracked and resolved.
The bureau will also oversee how ministries and agencies handle complaints submitted directly to them, creating a single national standard for grievance management. The President said this would strengthen consistency, transparency and accountability across the public sector.
The President’s Office said the bureau will be fully established within five months, with its digital system serving as the central mechanism for monitoring how government agencies respond to citizens’ concerns.
