Govt Implements New Guidelines to Ensure Public Services Are Accessible Regardless of a Person’s Attire

The government will be shifting public service agencies away from enforcing dress codes to allow the people easier access to public services. This comes after Muar MP Syed Saddiq requested that Prime Minister Datuk Seri Anwar Ibrahim explain whether new guidelines will be issued so that access to public services will not be hindered due to attire.

In a written Parliamentary response, Minister in the Prime Minister’s Department (Sabah and Sarawak), YB Datuk Ts. Mustapha Sakmud responded by clarifying that the strategic shift comes with the introduction of the guideline titled ‘Public Administration Development Circular (PKPA) Number 1 of 2025: Strengthening Public Sector Customer Relationship Management‘.

“The main principle of this circular emphasises that access to public services must be universal and not hindered by non-critical technical factors, in line with the goal of strengthening the people’s trust in the Government delivery system,”

“Through the Compliance and Continuous Improvement thrust outlined in this new circular, the aspect of dress code is no longer seen as a mandatory obstacle that can deny customers the right to obtain services, especially in emergency or critical matters.”

Inclusive and responsive

He went on to explain that the Public Service Department (JPA) is always committed to ensuring that the quality of public service delivery remains inclusive and responsive to the needs of the people without any discrimination.

A man being asked to don a sarong as he wore shorts to a local council office.

“JPA now emphasises a more flexible ‘Customer Charter Standard’, where politeness is still respected but the value of courtesy and assistance to customers is the highest priority to avoid any difficulties at Government counters. Going forward, JPA will ensure that all Government agencies standardise customer service procedures by referring to the latest customer relationship management guidelines,”

“This includes strengthening soft skills training to improve communication and conflict management skills so that there are no more incidents of customers being rejected on the grounds of clothing that does not meet local criteria,” he added.

He ended his response by clarifying that this effort is in line with the aspirations of a civil Malaysia that prioritises well-being and social justice, ensuring that every national governance matter is carried out efficiently, fairly and conveniently without burdening the people.

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