Complaints Guide

The Ministry of Tourism welcomes requests/tickets from visitors and tourists to ensure the best services are provided. This guide aims to clarify the procedures followed in receiving and processing complaints to ensure the satisfaction of tourists and visitors.

  1. Provide clear and unified procedures for receiving and processing complaints.
  2. Enhance tourist and visitor satisfaction with the services provided.
  3. Improve the quality of services provided by the Ministry.
  4. Ensure transparency and credibility in dealing with complaints.

The platform provides support, empowerment, and assistance to beneficiaries by providing a range of communication channels. The platform is committed to interacting and responding to complaint messages and requests from beneficiaries received through these channels and providing the best measures and procedures to process them within the specified timeframe.

01.

Tourism Contact Center 930

  • Schedule:

    24/7

  • Response:

    Less than 30 seconds

  • Resolution Time:

    2 - 6 Business days

02.

WhatsApp (0114907617)

  • Schedule:

    24/7

  • Response:

    Instant

  • Resolution Time:

    Instant / 2-6 Business days

03.

Unified Digital Center for Beneficiary Services

  • Schedule:

    24/7

  • Response:

    Less than 30 seconds

  • Resolution Time:

    2-6 Business days

04.

Live Chat

  • Schedule:

    24/7

  • Response:

    Instant

  • Resolution Time:

    Instant

05.

X (Twitter)

  • Schedule:

    24/7

  • Response:

    1-3 Business days

  • Resolution Time:

    2-6 Business days

06.

Email (Info)

  • Schedule:

    24/7

  • Response:

    1-3 Business days

  • Resolution Time:

    2-6 Business days

  1. Receive confirmation of receipt of the complaint.
  2. Receive periodic updates on the status of the complaint.
  3. Receive detailed responses regarding investigation results and actions taken.
  4. The right to file an additional complaint if not satisfied with the results.

  1. Deal with all complaints with complete confidentiality.
  2. Commit to processing complaints as quickly as possible.
  3. Provide clear and specific responses to complaints.
  4. Take the necessary measures to improve services based on feedback from complainants.

  1. Complaint Reception:
    1. Submit a complain through:
      1. Recording the complaint by the competent employee.
      2. Recording the complaint online by beneficiary.
      3. Notifying the beneficiary of the complaint number by SMS.
  2. Complaint Response:
    1. Review data, verify the complaint and preliminary evaluation of the complaint.
    2. Contact the beneficiary if necessary to complete the complaint or verify some of the required data.
    3. In case of non-response from the beneficiary, the beneficiary is notified by SMS to complete the data within a specified period to avoid closing the complaint.
  3. Complaint Processing:
    1. Process the complaint within the specified timeframe.
    2. Notify the beneficiary of the processing result by SMS.
  4. Complaint Closure:
    1. Close the complaint and inform the beneficiary by SMS.
    2. The beneficiary can communicate through the communication channels and reopen the complaint within 3 days of the closure notification.

Escalation Cases:

  • Exceeding the specified timeframe for processing the complaint.
  • Receiving a message closing the complaint without processing.
  • Inability to file a complaint through communication channels.