ISLAMABAD: The Ministry of Religious Affairs has opened a formal complaint window for pilgrims who performed Hajj through private tour operators, seeking to strengthen regulatory oversight and accountability within the private Hajj sector.
Pilgrims have until July 20 to lodge formal complaints against private Hajj companies, according to an official statement from the Ministry. The complaints must be submitted in writing and include signed documentation along with supporting evidence and proofs substantiating the grievances.
Complaints may be submitted through two channels:
– By post to the Ministry of Religious Affairs
– By email to the designated Ministry address
The Ministry has clarified that complaints received after the July 20 deadline will not be considered admissible and will not be reviewed under the formal evaluation process.
The Ministry announced a significant shift in regulatory approach, stating that future licensing decisions for private Hajj operators will be based on their performance record. This marks a departure from previous practices and introduces accountability measures designed to protect pilgrims’ interests.
The complaint mechanism will play a critical role in this new framework. Feedback from pilgrims will be incorporated into the license renewal and cancellation process, effectively making customer grievances a determinant factor in regulatory decisions.
As part of enhanced consumer protection measures, the Ministry has secured a 5 percent performance guarantee from all private companies operating in the Hajj sector. This financial commitment is intended to provide recourse for pilgrims in cases of service failures or contractual breaches.
All complaints will be examined systematically according to prescribed procedures, ensuring due diligence and fairness in the evaluation process.
