PETALING JAYA: The Shah Alam City Council (MBSA) has apologised after a viral video showing an MBSA staff member at the Kota Kemuning branch office behaving rudely towards a customer on April 26.
“MBSA apologises for the incident and will ensure that this will not happen again,” it said in a statement.
It added that MBSA had conducted an internal investigation and determined that the incident was a misunderstanding between the customer and the officer on duty at the counter.
“The issue was resolved after the customer took a number and proceeded with the business licence renewal,” it said.
It also said that MBSA welcomed opinions and suggestions from all parties to improve the quality of its services.
On May 11, the customer involved in the incident uploaded the now-viral video on Facebook recounting the series of events that transpired.
Before the incident recorded in the video, the customer claimed that a female officer who attended to her was also rude and unprofessional.
The customer claimed that the same staff member had acted in such a manner in two other instances.
As the customer confronted the female officer, the officer’s male colleague sitting next to her stood up and began shouting and threatening the customer and her husband.
Another female staff member tried to defuse the situation and pleaded with the customer to stop recording.
Since then, a formal complaint had been lodged regarding the unprofessional behaviour of the officers.