The National Platform for Suggestions, Complaints, and Reports (tajawob.om) 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 (gov.om), 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 https://idpsp.rop.gov.om."
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.
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