In line with the directives of the Ministry of Interior to enhance the services it provides to its clients, and based on the Ministry's tasks and responsibilities that are in compatibility with the instructions of the Wise Leadership to spare no effort in serving the clients and residents of the Southern Governorate  as per the highest quality standards and as per the Bahrain Vision 2030, the Governorate is keen to provide electronic services through different channels, with the aim of facilitating and rapidly accomplishing beneficiaries requests  by utilising one of these systems and services on the e-Communication channels of the Southern Governorate.

Privacy and Confidentiality

The Southern Governorate shall be committed to maintain the confidentiality of all the beneficiaries’ information in all of the services it provides. The Governorate shall spare no effort to provide high-quality services to all the beneficiaries through this Service Level Agreement.

Service Criteria

• The time taken to complete each service is subject to scrutiny by a quality-assurance team, in order to ensure that the procedure is completed on time.
• The presence of the customer before the appointment shall not be counted within the specified time of service.
• The time taken to complete each service shall be subject to periodic review as part of our customer service continuous development process.

Responsibilities of the Client

The role and responsibility of clients shall be highlighted through customer education and awareness programmes offered by the Strategic Planning and Project Management Department in the Governorate. The clients’ responsibilities include the following:

• Being honest when providing information
  

  When completing an online form, please ensure that you provide complete and accurate information. Also, refrain from providing incorrect details, or not providing important information.

• Carefully reading all the information provided to you by the Governorate
  

  You will be handed the full details about your obligations arising from receiving this service. Have a look at those obligations and make sure you understand them, and that you can commit to such obligations.

  Also, in case of applying through the electronic channels, make sure you have a look at all the conditions of the service.

• Ask questions
  

  It is important to raise questions to the Queries and Complaints Unit staff regarding any unclear term or condition that you have not understood fully. The staff will answer any questions you have in a professional manner that helps you to make the correct decision.

  In case you are submitting an application through the electronic channels, you can raise questions through contacting the service staff or through the live chat, and the other electronic channels of the Governorate.

• Know how to file a complaint
  

  The Governorate has provided many electronic channels in a simplified and easy way to submit complaints. Start using this service and figure out how to raise your complaint to senior levels, if necessary;

• Use the service in accordance with the terms and conditions
  

  Use the product or service in compliance with the ways determined by terms and conditions, and only after you have fully comprehended the same.

• Apply to obtain the services appropriate to your needs
  

  When you are applying for a service, you have to ensure its suitability for your requirements, and you have to disclose your commitments with all entities.

• Update your information
  

  You have to update your personal information including contact information. This has to be done regularly, and whenever the Governorate asks, and you shall be responsible for the information, which you have not provided the Governorate with.

• Fill in all fields of the form
  

  Before submitting the request, ensure that all the required fields, and numbers are filled in, in addition to completing the required documents within the electronic form.

• Review all of your information
  

  Before sending the request, please review all the information, which you registered in the application forms, to ensure the correctness of information.

• Your application’s reference number
  

  Your CPR is considered to be the follow-up and reference number for the requested service.

Criteria of Governmental Entities Electronic Services

Criteria of Tawasul’s Electronic Service

Help and Support

In case of there being no response to the beneficiary as per the indicated timeframe, the beneficiary may communicate and raise the matter through e-mail on: complaints@southern.gov.bh

Alternatively, the customer can fill the customer complaint form QF/QP04/01 available in the Governorate’s building or on the website.

Customer Complaint Form