Complaint Procedures
If clients or customers experienced any problems, unsatisfactions, issues, complication or toubles with Lands Department's services or procedures, you may file a complaint; for us to improve and optimize our services further.
How to file a complaint
Please contact the team you have been dealing with at Lands Department. Alternatively, you may use our online feedback form.
From there on, we will:
- Acknowledge your complaint within two (2) working days
- Review your complaint and send you a full response within five (5) working days
- Tell you within 7 working days if we need more time to respond to your complaint
If your are still not satisfied
If your complaint has been through our internal complaints procedure and you are still not satisfied, you can escalate the complaint to the Management Services Department (MSD) by using their complaint form. MSD's role is to review complaints independently from the Lands Department.
MSD will only consider complaints about:
- Services unable to meet their TPOR (time standards);
- Late responses or no actions taken by Lands Department;
- Inconsistent actions taken by Lands Department;
- Poor implementation / enforcement of policies or laws;
- Lack of coordination among departments of the same ministry;
- Improper treatment / services rendered by public servants;
- Poor quality services;
- Lack of facilities or infrastructure.
MSD has no power to review or overturn any of our decisions about land registration issues and will not entertain the following type of complaints:
- Matters related to judiciary or legislative;
- Personal or family issues;
- Matters related to private or non-government agencies.
