The Ministry of Haj’s branch in Madinah has established a “Pilgrim Care Unit” for Haj and Umrah as part of its effort to improve the quality of services and to establish effective communication channels between the ministry and pilgrims.

The unit will receive complaints, observations and suggestions around-the-clock through numerous communication channels.

The unit will also provide other services, including accepting inquiries from pilgrims about available services in Madinah. Complaints, inquiries and suggestions can be conveyed on landlines, mobile phones, e-mails, paper forms or in person to the ministry’s branch in Madinah.

Complaints are categorized into four main areas: Complaints that are processed immediately, complaints that need to be investigated further and investigated by the branch before being processed, complaints that require the intervention of branch heads, and complaints that cannot be addressed immediately and are set to be processed in the future.

Specialists in the unit engage in communication with complainants through SMS messages to gauge satisfaction levels following resolution of their problems. Complaints and observations are stored for analysis and for future use when developing operational plans.

A consultative team will evaluate the unit’s organizational quality and work during each pilgrimage season.