New groups helping to air grouses

The Sun 24/06/2001 By P.Vijian

Citizens are organising themselves to seek solutions to problems of urban living

If you've got a problem, don't just grumble - make sure your voice is heard. This is the message that newly formed pressure groups are sending out to the public. In the past three years, several citizens' organisations in the Klang Valley have put up a strong showing.

Not what was promised

When A. T. Andrew paid a 10% deposit on his dream house in 1993, the developer promised to complete the project in three years. But things started to go very wrong. First, Andrew discovered that the building materials used were not according to specifications in the contract.

In protest, he stopped his progress payments. Then, the project was stopped by the authorities because of safety concerns over highland developments. Andrew wrote several letters to the developer but nothing moved.

Disheartened, Andrew and a group of affected buyers sued the developer for misrepresentation and breach of contract. His lawyer filed an affidavit in 1998 and the first hearing was fixed for July 2000, but the case was postponed to this July because the presiding judge was on medical leave.

In frustration, Andrew turned for advice to the House Buyers Association (HBA) a non-profit organisation dedicated to redressing the weak position of buyers in relation to developers.

The HBA was set up in October 1999 by a team of 24 professionals, mostly lawyers, to deal with cases like Andrew's. It's secretary-general Chang Kim Loong said:

"There were all sorts of complaints from housebuyers - developers deviating from the Sale and Purchase agreement, delays in issuance of CFs (certificate of fitness, and strata titles and the lack of (infrastructure) facilities.

K.T. Lim, turned to the association for the latter reason. Lim had sunk his hard-earned savings on a house in Kajang, but the developer's brochure promised more than what he finally got. Although the project was supposed to be supplied with a fibre optics telecommunications network, allowing for comprehensive interactive multimedia services, this facility was not installed. In 1997, Lim paid RM179,900 for his house, which was considered a reasonable price considering the hi-tech facilities.

But without the premium telecommunications lines, the house should have only cost RM165,000. The developer refused to compensate Lim, who wanted redressal for breach of contract.

Andrew and Lim are among thousands of complainants who are increasingly seeking out non-governmental organisations for professional help to solve their problems.

In the case of housing complaints, conventional avenues for justice, such as court action, are too daunting in terms of both the costs and time involved.

With the emergence of pressure groups like the HBA, the scales of justice are becoming more balanced.

"In the past, the Housing and Local Government Ministry and local councils were slow in handling cases. Buyers were left in the lurch and there were no concerted efforts to form groups and no cohesive voice," says Chang.

In its 18 months of existence, the association has received more than 1,000 complaints from disgruntled house buyers.

Last Saturday, about 80 house buyers thronged the office with their problems. "We are the watchdog of the industry. We want to educate house buyers because they are the eyes and ears of the ministry. Where developers fall, we update the ministry," says Chang.

Easily accessible to the general public and without any political or commercial leanings, the association strives to safeguard the interest of buyers from unscrupulous developers.

It was the HBA which brought to the ministry's attention a requirement under the Housing Developers (Control and Licensing) Act 1966, under which builders have to submit a bi-annual progress report, a requirement which many had ignored.

"The ministry was not aware of this section and developers did not submit the progress report every six months as required by the law. Now the government is taking note," adds Chang.

Abuse of power, licensing woes

Frustrations about public services are also leading citizens to organise themselves. In densely populated Cheras, members of the Retired Senior Police Officers Associations (Respa) have got together to help this disaffected lot. In 1997, they put their high-level connections to use, establishing a public assistance bureau to help solve complaints that range from abuse of police power to hawkers licensing problems.

When the bureau opened its doors, they averaged about five complaints per week. Today, the figure has easily doubled.

"Complaints are always increasing because of growing public awareness. People are beginning to understand their rights and responsibilities," says Yap Ah Kau, former OCPD of Sentul, who head the bureau.

Nor is the civil service the only target of the public's wrath,. Dissatisfaction against inefficient and unfriendly private enterprises is rising too. Says Yap: "Even banks have been know to treat their customers badly. Insurance companies have delayed settling accident cases. There are complaints about the motor industry where defective parts are sold to customers."

Respa tackles sensitive problems, mainly involving the police force, Immigration and National Registration Department. " Most complaints about the police and other government agencies come from people who are unable to interact effectively wit h public agencies," says Yap. "We have complaints about corruption, officers who refuse to accept reports or make errors when taking down reports at the police station.

"Or they take a long time to visit the crime scenes. In some cases, people are wrongly detained for even for the slightest mistake."

"Petty traders complain about harsh treatment from some local council officers who seize their goods. And residents say authorities are not taking action against illegal entertainment outlets," said Yap.

Piling garbage, leaking pipes

The rising population and raid urbanisation continue to add to the scale of the problems. Standard complaints about urban services range from uncollected garbage to leaking pipes, reflecting the weakness of local authorities.

"The rising number of complaints against government departments may indicate their lack of transparency and accountability," says Ravinder Singh, head of the complaints department of the Consumers Association of Penang (CAP), a longtime advocate of citizens rights.

Ravinder lists greater public awareness of consumers rights, a decline in business ethics, and the large number of gullible consumers who are duped by unfair marketing gimmicks as factors contributing to the rise in public complaints.

This is reflected in the  20,000 complaints received by the Public Complaints Bureau (PCB) last year although only a fraction were considered to be worth investigating.

CAP on its part receives about 3,000 complaints annually - ranging from cases of shortchanged customers to victims of get-rich-quick schemes.

Parties set up action bureaus

Taking note of the sentiment at the grassroots, political parties are also setting up complaints centres. Recently, the People's Progressive Party and the Umno have extended their service networks.

The Umno Civil Bureau set up last October is strategically located near the Free Trade Zone in Sungei Way, Petaling Jaya to attend to the needs of some 35,000 semi-skilled factory hands and working-class residents in the area.

On average at least 20 people contact e centre daily, says social worker Salmah Ahmad. Most are helpless single mothers and retrenched female workers seek a helping hand.

"We act as a mediator, advising the people who to contact or offering legal advice if necessary."