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Submit Complaints and Feedback

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Service completion duration

  • Urgent complaints: within 1 working day
    Normal complaints: within 5 worki...
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Service fees

  • Free
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Service Rating

Average Rating : From 0 users

About the Service

This service enables customers to submit their complaints and feedback on various topics related to the services provided by the MOHAP, staff, service provision methods, the work environment, etc. The complaints/feedback usually result from the failure to obtain a required service, non-compliance with the standards, or employee conduct. MOHAP assesses each complaint and takes the appropriate action.

Service Process

  • 1
    The customer submits his/her complaint or feedback through one of the available channels.

    • 2
      The concerned department and the adequacy of the information will be determined. The complainant will be contacted for further details if necessary.

      • 3
        The validity of the complaint will be ascertained and the customer will be notified of receipt of his/her complaint.

        • 4
          The complaint will be evaluated and the complainant will be notified with the proposed solution.

          • 5
            Should the solution be to the satisfaction of the customer, the complaint will be considered resolved. Appropriate short and long-term actions will be established to ensure that the same complaint will not be repeated.

            • 6
              Should the complainant not be satisfied with the proposed solution, he/she may file an appeal and transfer it to the higher authorities at MOHAP.

              Conditions & Requirements

              1. There are no conditions/requirements for the submission of complaints or feedback by customers.

              2. Complaints/ feedback must be related to the MOHAP scope of work. Complaints/feedback out of MOHAP's scope of work will not be answered and the customer will be directed to the entity concerned.

              3. MOHAP is committed to maintaining the confidentiality of information provided by customers.

              Service completion duration
              • Urgent complaints: within 1 working day
                Normal complaints: within 5 working days
                Complex complaints: within 14 working days
              Service fees

              Free

              Service channels
              • MOHAP Website

              • MOHAP Mobile App

              • Call Center

              • National Customer Relationship Management (NCRM)

              • Email

              • Live Chat

              • Social Media Channels

              • Customer Happiness Center

              Payment channels
              • E- Payment

              Target audience
              • The service is available for all categories of customers

              Sector name

              Support Services

              Main service

              Customer Care

              Service Code

              110-49-002-000

              Service Classfication

              Transactional

              Service Type

              Government to Business - Government to Customer

              Sub Service Type

              Variation

              Notes

              Complaints/ feedback must be related to the MOHAP scope of work.

              Required Documents
              • The required information includes:

                • Customer name.

                • Customer contact number or email address.

                • Complaint/feedback details, when using email, website, live chat or social media channels.

              Sustainable Goals
              Good Health And Well-Being

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