Answer for Oral Questions PL151 & PL173

QUESTION

Yang Berhormat Awang Zainol bin Haji Mohamed

YANG BERHORMAT AWANG ZAINOL BIN HAJI MOHAMED asks MENTERI HAL EHWAL DALAM NEGERI to state what are the Ministry's plans to strengthen the effectiveness of the role of the Ketua Kampung institution and Majlis Perundingan Kampung through the implementation of a national training module and more systematic and uniform continuous capacity building across all districts, so that service delivery at the grassroots level is more responsive and guided by the needs of the local community?

Yang Berhormat Awang Lau How Teck

YANG BERHORMAT AWANG LAU HOW TECK asks MENTERI HAL EHWAL DALAM NEGERI to state what is the Ministry's approach in improving the effectiveness of the response system to public complaints at the District Office and Majlis Perundingan Mukim level? This is to ensure that action is not merely reactive, but based on proactive monitoring and periodic reporting.

ANSWER

Yang Berhormat Menteri Hal Ehwal Dalam Negeri

Kaola seeks permission from Yang Berhormat Pehin Yang Di-Pertua to answer question PL151 from Yang Berhormat Awang Zainol bin Haji Mohamed and PL173 from Yang Berhormat Awang Lau How Teck, taking into account that they are closely related and touch on the same matter.

Thank you Yang Berhormat Pehin Yang Di-Pertua.

In the name of Allah, the Most Gracious, the Most Merciful.
Peace and blessings be upon you.

Assalamualaikum Warahmatullahi Wabarakatuh and greetings of peace.

Yang Berhormat Pehin Yang Di-Pertua and Your Honourable Members blessed by Allah, whom peramba/Kaola/I respect,

1. Kaola is pleased to share in this Noble Council that, as outlined in the Skim Perkhidmatan Penghulu Mukim dan Ketua Kampung Negara Brunei Darussalam 2013, a Penghulu Mukim and Ketua Kampung serve as the eyes, ears and voice of the Government and the residents of the mukim and village in safeguarding and overseeing the interests, well-being, welfare and security of the mukim and village. Penghulu Mukim and Ketua Kampung also play an important role in empowering the community through various economic, social and religious initiatives.

2. Eight (8) Key Performance Indicators (KPI) for Penghulu Mukim and Ketua Kampung were formed and introduced on 13 February 2024, where these Key Performance Indicators (KPI) are performance-based and aligned with the Ministry of Home Affairs Strategic Plan 2023-2027, which emphasises the role of grassroots leaders in five (5) main aspects, namely Leadership and Management; Welfare of Mukim or Village Residents; Security; Infrastructure Readiness; and the Economy in the Mukim or Village.

3. Alhamdulillah, based on the analysis of the Key Performance Indicators (KPI) Assessment Report for Penghulu Mukim and Ketua Kampung conducted in 2024, I am pleased to share that among the achievements of the implementation of the said Performance Indicators are as follows;

3.1. Village neighbourhood surveillance by Penghulu Mukim and Ketua Kampung carried out a total of 1,290 patrols, where 98.46% of complaints or findings resulting from those patrols were acted upon and forwarded to the relevant agencies for further action;

3.2. 99.23% of complaints or findings related to the welfare of mukim and village residents were successfully acted upon, attended to and heard, and forwarded to the relevant agencies for further action. This reflects the caring attitude and efficiency of Penghulu Mukim and Ketua Kampung in responding to every complaint received.

4. Yang Berhormat Pehin Yang Di-Pertua and Your Honourable Members, touching on the response system for receiving public complaints, Penghulu Mukim and Ketua Kampung will go to the ground to assess and obtain information directly from mukim and village residents by filling in forms provided by the District Offices to be channelled to the relevant agencies. If feedback is not received from the relevant agencies, the District Offices will follow up on the matter.

5. I am pleased to share that, in 2024 alone, based on statistics received from Talian Darussalam 123, out of 1.2 million complaints received (whether through the WhatsApp application, email and telephone calls to 123), more than 654,000 calls were made based on complaints received from their respective mukim and village communities. Of that total, 91% of complaints have been resolved through action taken by the relevant Government agencies.

6. Yang Berhormat Pehin Yang Di-Pertua and Your Honourable Members, towards assisting Penghulu Mukim and Ketua Kampung to achieve the Key Performance Indicators (KPI) that have been set so that they can provide the best and most effective service to residents in their respective mukim and villages, MENTERI HAL EHWAL DALAM NEGERI has also introduced the Human Resource Competency Framework for Penghulu Mukim and Ketua Kampung (HRCF PMKK), which was launched on 22 March 2025, whereby this Framework has been delivered in every district through briefing sessions, clinics and workshops with Penghulu Mukim and Ketua Kampung. This framework began implementation on 1 May 2025 with the aim of identifying the competency gaps of each Penghulu Mukim and Ketua Kampung, and subsequently designing competency-based training to enhance their skills and capacity. This training focuses on Core, Leadership and Technical competencies with the goal of empowering their roles more effectively and efficiently.

That is all Kaola can convey in answering the questions. Thank you Yang Berhormat Pehin Yang Di-Pertua.