I refer to Mr Tan Kin Lian’s blog post, ‘Suggestions are not welcomed‘ (TOC, 18 Jun 2008). He makes some good points and reflects a common frustration among many people. As an ex-civil servant, I oso have a few thoughts and suggestions on how to improve one’s chances of a suggestion getting through:

It helps to be clear. It is really helpful if a suggestion includes specific details like date / time / place, reference numbers, names. For example, if an insurance company gets a suggestion/complaint that ‘Your waiting time very long. You should not make me wait so long’, it’s not entirely clear if the person is referring to the time it takes to approve a policy, acknowledge a claim application or pay out on a claim. You email back to ask for clarification but he either neber read or then it get caught in his spam folder. Then you both think that you both never reply. H[...]