KUALA LUMPUR – Kuala Lumpur City Hall’s (DBKL) Adu@KL website has been inaccessible for over a month, frustrating residents who rely on it to lodge complaints and track case updates.
When contacted by Scoop, a DBKL customer service officer—who declined to be named—confirmed the issue, saying the city council is working to fix the platform but has yet to access any complaints submitted during the outage.
“Yes, our system has been down for more than a month, and we haven’t checked any complaints since. But we’re working to resolve the issue and get the website back up and running,” the officer said.
“I don’t know the exact cause—it could be a server problem—but in the meantime, residents can contact us directly via our customer care line and we’ll do our best to address their concerns.”
Despite this, checks by Scoop show the Adu@KL portal remains completely inaccessible, displaying a blank white screen with no error message or maintenance notice. DBKL has also made no announcement on its social media platforms regarding the outage.
Launched in 2022 as an alternative to DBKL’s call centre, the Adu@KL platform was meant to streamline public complaints and improve response time. But its prolonged downtime has left many in limbo.
Murugavel Pandian, a resident of Brickfields for over three decades, said he has been trying to report traffic congestion caused by food outlets blocking public parking spaces but has had no success.
“I’ve been trying to contact DBKL for the past three weeks via the website, but to no avail. Even when I try calling their customer care line, I can’t get through,” he said.
“Certain food premises owners are blocking the roads for their customers’ convenience, and this has led to severe traffic jams in Brickfields. Sometimes, it takes over an hour for residents like us to drive from Jalan Ang Seng to the main road.
“The site was meant for lodging reports—DBKL never acts on them immediately, but at least before, they eventually took action. Now, with the site down, everything is delayed. I really hope DBKL upgrades their services and addresses the concerns of residents here.”
In Kepong, Kenny Wong said he has been unable to alert authorities about worsening pothole problems in his neighbourhood.
“The number of potholes here is worrying, and I’m afraid to even drive my car. Just last week, a senior citizen suffered bruises after tripping on one of them,” he said.
“We’ve been trying to reach DBKL for the past two weeks without success. The last time something similar happened, we used the website and they resolved pothole issues on Jalan Jinjang Aman 4 and 5 within days.
“The Adu@KL site is very helpful, and I hope it’s restored soon so DBKL can act on our complaints.”
At PPR Pantai Ria, 67-year-old Razlan Abu Bakar said he is still waiting for an update on a complaint he submitted on April 10 about broken lifts—an issue that is especially troubling for elderly residents, disabled individuals, pregnant women, and families with small children.
“The lifts here have been in poor condition for the past month, and we’ve had to use the stairs. Thank God I live on the fifth floor, but what about those who live higher up?
“I lodged a complaint about a month ago on behalf of all the residents, and I’ve yet to receive any update. Even DBKL’s officers are unreachable.”
Scoop will reach out to Kuala Lumpur Mayor Datuk Seri Maimunah Mohd Sharif to determine when the Adu@KL platform will be operational again. – May 16, 2025