The Values We Uphold in Serving Our Customers:

1. Empowerment: Providing customers with the opportunity to access all the Ministry’s services, delivered with professionalism and expertise, while offering the necessary support and assistance.

2. Transparency: Providing accurate information on available services, applicable standards, and required procedures, and treating all customers with dignity and respect, ensuring equality and non-discrimination.

3. communication: Listening attentively to customers’ needs and communicating with them effectively to ensure their requirements are met and they are appropriately guided.

4. Excellence: Providing high-quality services, contributing to the enhancement of the customer experience, and improving their chances of receiving the highest standard of service.

5. Efficiency and Effectiveness: Responding promptly and flexibly to customer needs, providing them with appropriate support at the right time.

Our commitment to our customers:

1. Welcoming and treating with care and mutual respect.

2. Giving priority to senior citizens and People of Determination.

3. Providing distinguished, high-quality services with professionalism and expertise, in line with applicable laws and regulations.

4. Striving to reduce the number of procedures to provide a fast and smooth service, in accordance with applicable laws and regulations.

5. Facilitating transactions and executing them as easily and quickly as possible.

6. Handling personal data with the utmost confidentiality.

7. Responding to inquiries with professionalism and accuracy, as promptly as possible.

8. Ensuring access to and benefit from the Ministry’s services through various service channels, in accordance with applicable laws and regulations.

9. Seeking integration with relevant government agencies and bodies to expedite the completion of transactions.

10. Welcoming opinions and suggestions, and dealing with them with the utmost seriousness.

What we expect from our customers:

1. Appreciate the efforts of the Ministry’s employees, and treat them with respect and kindness.

2. Adhere to laws and regulations, and follow the approved procedures for obtaining the Ministry’s services.

3. Submit all required documents and supporting papers, accurately and within the specified timeframe.

4. Be transparent and clear when responding to our employees’ inquiries.

5. Contribute opinions and feedback for the purpose of continuously improving the quality of our services.

Customer Comments, Inquiries and Complaints:

The Ministry always seeks to excel in providing services with high quality and efficiency, and does not neglect the continuous development and improvement of the level of services provided. This can only be achieved through your participation, by listening to your suggestions, responding to your inquiries, and receiving any complaints through the following channels:

• Contact the hotline centre on the number: 80008001

• Send an email to Info@mol.gov.bh

• Use the national system for suggestions and complaints (Tawasul), or the Tawasul application for smart devices

• Social media platforms

• Visit the Ministry’s website: www.mol.gov.bh

Please note that the Ministry is committed to referring all complaints and suggestions to the relevant departments and sections, responding to them, and communicating with the customer to inform him of the measures taken.