Over the next two weeks South African hujjaj will have the opportunity to submit any complaints held from this year’s pilgrimage to the South African Haj and Umrah Council (Sahuc), be it directed at the local hajj authority or any of the 16 hajj tour groups that operated this year.
Sahuc opens its complaints process annualy in order to address any grievances held by those who undertake the holy pilgrimage, so as to better facilitate the hajj for the forthcoming year. These complaints are expected to be submitted in writing or via email to the authority, as well as be supported by all relevant documentation and contracts.
The process is also open to operators, who are allowed to address their grievances against a particular haji or Sahuc itself.
Sahuc secretary general, Hassan Choonara said that once a complaint was received it would be forwarded to the respective disciplinary committees around the country.
“If a haji sends a complaint against a particular operator, we study that information and it is then sent to them to respond within 10 days. If no agreement is reached within that specific time then a mediation is set. In most cases we have an independent person going through that mediation,” he explained.
If cases are still not resolved, the matter is then taken to arbitration.
In cases where little supporting documents can be provided to prove the individuals ill experiences, complainants are still urged to transcribe their grievances and submit it to Sahuc.
Complaints can be submitted at any of Sahuc’s regional offices across the country, or via email at firstname.lastname@example.org. The cut-off date for submissions is the 23rd November. (Mubeen Banderker)