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Observer
05-03-2025
- Observer
How can we use'Tajawob' for complaints, inquiries?
The National Platform for Suggestions, Complaints, and Reports ( is a unified, centralized system with multiple access points, seamlessly connected to over 55 government entities that can be used by both citizens and residents in the country. It is a major step in digital transformation after the Unified Government Services Portal ( which was launched by the Ministry of Transport, Communications, and Information Technology (MTCIT) to provide access to essential government services. Currently, 42 government institutions have joined the platform to offer 1,950 services. It has received over 4,500 complaints since its launch this week. The platform is currently available in Arabic and English, with plans to add more languages in the future, and it has been developed using advanced methodologies and technologies to ensure an exceptional and comprehensive user experience. Tajawob aims to create a transparent communication channel between citizens, residents, and government institutions, enhancing the quality of public services and fostering community participation. Both citizens and residents can easily register using their Civil ID number and the expiry date of their national ID card. An OTP (One-Time Password) will be sent to the mobile number linked to your Civil ID for verification. The Ministry of Labour in a statement said, "The OTP that the beneficiary receives when entering the National Platform for Suggestions, Complaints and Reports is linked to the activated phone number registered in the Civil Status System of the Royal Oman Police (ROP). Therefore, it is important to update your data and ensure that the activated phone number is linked to the personal card to ensure continued access to the platform's services with ease and security. The phone number can be updated via the link to update civil status data from the Royal Oman Police via The platform offers an intuitive interface, ensuring accessibility for all user groups, alongside robust security systems that safeguard users' data privacy. The platform promotes inter-agency collaboration, allowing institutions to internally share requests (suggestions, complaints, reports, inquiries) with relevant entities if multiple organizations are involved. If the request is outside the scope of a specific institution, it will be redirected to the appropriate authority. Suggestions or complaints cannot be submitted anonymously, as personal details are required to ensure proper handling and follow-up. All user data is processed with the highest security and privacy standards and is handled in compliance with Oman's data protection laws, ensuring maximum privacy and security for users' personal information. Complaint An expression of dissatisfaction from a beneficiary regarding a provided service. It is usually directed toward a specific service and is submitted personally by the affected individual. Complaints are categorized into: Suggestion Any idea or work mechanism that contributes to introducing a new service or improving existing services provided by a government institution. The suggestion aims to enhance service quality or offer innovative solutions that improve government performance efficiency. Inquiry A request for information about a service provided by a government institution, whether regarding its delivery process, procedural details, or any other information a beneficiary needs to better understand Report The identification of a defect in provided services or a clear violation of regulations and laws related to services, requiring the concerned institution to take necessary action. A report can be submitted by anyone, not necessarily someone directly affected, but rather in the interest of the public good. Methods A centralized unified platform with multiple interfaces (website, mobile application, call center, and service delivery outlets in government institutions). Instant notifications via text messages for every step of the request on the platform, from receipt to processing and handling, up to its closure. The ability to specify the geographic location associated with the suggestion, complaint, report, or inquiry.
Observer
04-03-2025
- Politics
- Observer
Interactive platform to receive beneficiaries' feedback launched
Muscat: The National Platform for Suggestions, Complaints, and Reports (Tajawob) platform launched at the third edition of Together We Advance forum is aimed at enhancing community participation and improving the effectiveness of government services. The launch of the interactive platform stems from the government's belief in the importance of dialogue and effective communication between the leadership and the community which is a solid and deep-rooted approach that gained momentum through different stages and now the government is utilizing modern technologies to further consolidate interaction with the community. The users will be able to submit their suggestions, complaints and reports on Tajawob platform which is an efficient channel to enhance the approach of community participation and effective communication as well as improving the business environment. The Tajawob platform integrates with more than 55 government institutions, including 41 government institutions in the first phase with other institutions joining the platform successively. The platform functions as a unified central system with multiple windows to receive suggestions, complaints, reports and inquiries related to government services. The platform is currently available on website via the website which contains links for submitting suggestions, notes and reports on the websites of government institutions as well as service delivery outlets and call centres of government institutions. The platform will be available in the near future via mobile application on various electronic stores. The platform will serve as an important tool that contributes to improving government services and enhancing direct interaction between beneficiaries and government institutions. The platform development process went through three stages that included planning, establishment and launch during which policies and regulatory frameworks were laid down and the technical infrastructure was developed. Central and executive teams were also formed in government institutions to ensure the achievement of strategic objectives and enhance their readiness to deal with requests via the platform.
Observer
04-03-2025
- Observer
Digital transformation: How can we use'Tajawob' for complaints, inquiries
The National Platform for Suggestions, Complaints, and Reports ( is a unified, centralized system with multiple access points, seamlessly connected to over 55 government entities that can be used by both citizens and residents in the country. It is a major step in digital transformation after the Unified Government Services Portal ( which was launched by the Ministry of Transport, Communications, and Information Technology (MTCIT) to provide access to essential government services. Currently, 42 government institutions have joined the platform to offer 1,950 services. It has received over 4,500 complaints since its launch this week. The platform is currently available in Arabic and English, with plans to add more languages in the future, and it has been developed using advanced methodologies and technologies to ensure an exceptional and comprehensive user experience. Tajawob aims to create a transparent communication channel between citizens, residents, and government institutions, enhancing the quality of public services and fostering community participation. Both citizens and residents can easily register using their Civil ID number and the expiry date of their national ID card. An OTP (One-Time Password) will be sent to the mobile number linked to your Civil ID for verification. The Ministry of Labour in a statement said, "The OTP that the beneficiary receives when entering the National Platform for Suggestions, Complaints and Reports is linked to the activated phone number registered in the Civil Status System of the Royal Oman Police (ROP). Therefore, it is important to update your data and ensure that the activated phone number is linked to the personal card to ensure continued access to the platform's services with ease and security. The phone number can be updated via the link to update civil status data from the Royal Oman Police via The platform offers an intuitive interface, ensuring accessibility for all user groups, alongside robust security systems that safeguard users' data privacy. The platform promotes inter-agency collaboration, allowing institutions to internally share requests (suggestions, complaints, reports, inquiries) with relevant entities if multiple organizations are involved. If the request is outside the scope of a specific institution, it will be redirected to the appropriate authority. Suggestions or complaints cannot be submitted anonymously, as personal details are required to ensure proper handling and follow-up. All user data is processed with the highest security and privacy standards and is handled in compliance with Oman's data protection laws, ensuring maximum privacy and security for users' personal information. Complaint An expression of dissatisfaction from a beneficiary regarding a provided service. It is usually directed toward a specific service and is submitted personally by the affected individual. Complaints are categorized into: Suggestion Any idea or work mechanism that contributes to introducing a new service or improving existing services provided by a government institution. The suggestion aims to enhance service quality or offer innovative solutions that improve government performance efficiency. Inquiry A request for information about a service provided by a government institution, whether regarding its delivery process, procedural details, or any other information a beneficiary needs to better understand Report The identification of a defect in provided services or a clear violation of regulations and laws related to services, requiring the concerned institution to take necessary action. A report can be submitted by anyone, not necessarily someone directly affected, but rather in the interest of the public good. Methods A centralized unified platform with multiple interfaces (website, mobile application, call center, and service delivery outlets in government institutions). Instant notifications via text messages for every step of the request on the platform, from receipt to processing and handling, up to its closure. The ability to specify the geographic location associated with the suggestion, complaint, report, or inquiry.
