MECCA: Malaysia’s haj operations in Mecca are proceeding smoothly based on feedback from Tabung Haji’s (TH) Customer Service Centres, TH operations director (Mecca) Datuk Ahmad Sohaimi Abd Rahim said.
“The Customer Service Centres are where pilgrims go to get verification, information and to air their grouses. We have divided all complaints into three types – minor complaints (which can be resolved immediately), moderate (resolved within a few hours or 1-2 days) and major complaints,” he told Malaysian media at a briefing here recently.
As at Aug 1, a total of 91 complaints have been recorded. Most of them involve problems with the pilgrims’ identification badges (lost or damaged) which have all been resolved, Ahmad Sohaimi said, adding that no major complaints have been received so far.
“All records of grouses and complaints received will be compiled, reviewed and analysed after the haj season, to identify trends and may lead to areas of improvement in the future,” he said.
Several pilgrims met at Abraj Al-Janadriyah, which houses the TH headquarters and two maktabs (74 and 75, totalling more than 5,000 pilgrims), praised the facilities and services provided at the venue.
Abdul Hai Abdul Razak, 66, from Petaling Jaya, Selangor, said the accommodations, meals and other services were well-planned and organised.
“Of course, it’s difficult to meet the demands of everyone, but I am very satisfied. Before coming to the Holy Land, there were those who said the food here is not tasty, but for me it’s delicious. I’ve actually added two kilos since coming here,” he said.
Another pilgrim, Mohd Sadek Supah, 60, from Mersing, Johor, lauded the friendly TH staff who are always ready to help pilgrims with all manner of assistance.
“There’s certainly been a lot of improvement by TH compared with before,” he said.
Ahmad Sohaimi said as operations director, he is also responsible for administrative matters and the welfare of TH officers, including their meals, transportation and equipment.
“We have also implemented an assessment system, which is important for future use to plan selection and development of TH officers in the future,” he added.
In total, about 600 TH officers will be on duty in Mecca and Medina during the haj. They include those responsible for religious guidance, information technology support, medical centres, accommodation, and transportation. A media team from various print and broadcast outlets are also reporting on this year’s haj season.