President Dr. Mohamed Muizzu has announced the creation of a new Citizens’ Complaints Bureau within the President’s Office. Notably, the Bureau will offer round-the-clock support for members of the public who wish to raise concerns or grievances.
A Commitment First Outlined in Parliament
The President first outlined the plan during the Presidential Address to Parliament on February 5, this year. Since then, the President’s Office has moved to translate the commitment into a working institution. According to the President’s Office, the Citizens’ Complaints Bureau will commence operations in the middle of the year. Meanwhile, officials are finalizing the necessary administrative arrangements and carrying out recruitment.
A Digital Framework for Public Grievances
The new body will process public complaints through a dedicated digital framework. Specifically, the system will track submissions received through multiple channels and route them for timely action. Furthermore, the Bureau will coordinate directly with relevant government agencies to gather information and deliver clear responses to complainants.
In practice, this means citizens can expect a more structured path from submission to resolution. In addition, the digital framework should reduce duplication and help agencies respond faster to recurring issues.
24-Hour Call Centre to Support Citizens
As part of its services, the Bureau will also run a 24-hour call centre. Members of the public will gain a direct line of contact at any hour of the day. Moreover, the call centre will complement the digital platform, giving citizens a choice between online submissions and voice-based support.
Implications for Public Service Delivery
The launch signals a broader shift towards centralized, technology-driven public service delivery in the Maldives. For businesses and private citizens alike, the Citizens’ Complaints Bureau offers a single entry point for raising concerns about government services. As a result, companies that interact frequently with public agencies may find it easier to flag administrative bottlenecks and track responses.
With operations set to begin mid-year, attention now turns to staffing, systems integration, and the scope of complaints the Bureau will handle.