Tuesday, 06 June 2023, 02:58:57 pm
Pakistan’s Hajj Mission in Madinah taking steps to resolve complaints of intending pilgrims
May 25, 2023

Pakistan’s Hajj Mission in Madinah is taking swift and coordinated measures to resolve the complaints of intending pilgrims.

According to the Incharge of Main Control Office Madinah, Imtiaz Siddique, we received 84 complaints in the last few days out of which 80 complaints have been resolved.

In an interview with Radio Pakistan Correspondent Javed Iqbal in Madinah, Imtiaz Siddique further said that the remaining four complaints are currently being processed.

He said the MCO has successfully attained a remarkable 95 percent complaint resolution ratio.

This achievement is attributed to the effective coordination among sector in charges, Moavineen, local Moavineen, and other stakeholders.

In addition, Imtiaz Siddique noted that over 150 minor issues were resolved without formal registration. These primarily involved complaints concerning food, lost luggage, and separated families.

To address such matters, the Main Control Office tactfully resolved them by accommodating split families in rooms or hotels, ensuring their needs were met.

More than 17 dedicated personnel are tirelessly serving pilgrims round the clock at the MCO. The staff of Pakistan house is also actively engaged in coordinating efforts.

To facilitate seamless collaboration, a dedicated WhatsApp group has been established for improved coordination among Moavineen, local Moavineen, and sector commanders.

Highlighting the issues, he emphasized that following the relocation of Pakistan house to a new building, the Main Control Office was promptly established. The MCO now houses departments dedicated to lost and found services, complaint registration and more.

These proactive initiatives demonstrate the MCO's commitment to efficient complaint resolution and improved community service.

Yesterday, the MCO efficiently guided seven intending pilgrims to their designated rooms, ensuring a smooth and seamless transition for them.

Additionally, several lost pilgrims were successfully reunited with their respective groups.

He further appealed the pilgrims to keep the necessary documents including passport and visa copy always with them as these are required in case of any issue.