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MM Contact Center


Muscat Municipality vision is to have a state of the art Contact Center which will facilitate services offered and to react to customer enquires issues and to provide services to their customers. The contact center has the infrastructure to support and handle all calls from customers, through first line support, second line support, and back office support.

The aim of the Contact Center is to assist the organization and to increase overall productivity in service delivery, by achieving the following objectives:

  1. Improving Customer access and choice while lowering the cost of service.
  2. Providing consistent responses and improved quality of information, for higher customer satisfaction.
  3. Following up all complaints through problem/issues management system.
  4. Allowing early identification of customer service trouble spots and problem issues by analyzing incoming calls.
  5. Providing accurate statistical information and reference for the studies and research necessary to continuously raise the level of service of MM in future initiatives.

Multimedia


To watch the video tutorial, please click this multimedia page link.

Download PDF Version


To download the PDF version, please click this PDF page link.

Frequently Asked Questions


  1. What's Muscat Municipality Contact Center Number?
    1111.

  2. Is the Muscat Municipality contact center 24/7 working hours ?
    Yes it is.

  3. What are the main services provided at the contact center?
    Through different channels, you can :
    • Enquiry about request transaction.
    • Get the procedures necessary for a service.
    • Know about certain information.
    • Submit a complaint or suggestion for better service.

  4. Is it possible to send my complain/enquiry/request using email?
    Yes it's possible. Kindly send your complain/enquiry to contactus@mm.gov.om.

  5. What are the communication channels of the contact center?
    You can :
  6. What if all lines of the contact center are busy?
    You don't have to wait; you can use the option of recording a voice mail. And it will be reviewed soon by the contact center agents. Or you can use any other communication channel.

  7. I would like to know about the procedure required for a service, how to can I get it?
    Using any communication channels you can get the required procedures. E.g.:
  8. Can I send an attachment of a violation to the contact center and how?
    Yes, you can by:
  9. How to follow up my complain?
    • Simply by using this link (follow up complaint status).
    • Or by calling 1111 and ask an agent.
    • Or using any other contact center communication channels.

  10. Is it a free call?
    Yes it is a free call, providing a high quality service is our aim.

  11. If I would like to know about any new e-service launched at Muscat Municipality, will the contact center people be able to help me ?
    Of course they will be happy to help you and they will send you the user manual too.

  12. How will my call be proceeded?
    Your call will be evaluated at the first line support (agents) and registered with a case ID. It might be sent to the second line support for more evaluation, Or to the third line support for action. If the case is closed, SMS will be sent to you.

  13. Can the contact center agents help me to know my transaction of a certain services?
    Yes they can help you in that by giving them your request transaction No.

Contact Us


Muscat Municipality
P.O.Box :79 P.C :100
Darsit
Sultanate of Oman
Tel: +968 24753399
Hotline: 1111
Email: contactus@mm.gov.om

Privacy Policy


Muscat Municipality website was created for your personal use. Logging into the site implies an agreement on you side to these Terms and Conditions and our Privacy Policy.

Fair Use Policy - Use of Site:
You may use this site only in accordance with the legal terms that govern it, which include the observance of all laws, regulations and standards of conduct applied within the borders of the Sultanate of Oman or the laws, regulations and other rules applicable in the place from which you are accessing this website. In particular, you agree not to:
  • Use this site in a manner which causes or is likely to cause violation of the private rights of Muscat Municipality and/or any third party.
  • Send, transfer or publish any information that is or likely to be harmful, obscene, defamatory, or illegal; or to disrupt the natural flow of information on or throughout this site.
  • Attempt to interfere with the operation of the site, which includes, but is not limited to, uploading, downloading or transferring damaged files or computer viruses or other harmful materials or use of any programs, procedures or devices to interfere with the site.
  • Take any action that could result in an excessive or unreasonable load on the infrastructure of the site.
  • Obtain or attempt to obtain unauthorized access to the site, including access through a false password or PIN (Personal Identification Number) or attempt to distort your identity or authority to carry out any action on behalf of another person.


Obligations:
  • You bear responsibility for the content of any material to be distributed by you through the portal of the Muscat Municipality site. You bear responsibility for all obligations arising out of your use of Muscat Municipality website.
  • We reserve the right to delete any information that we consider a violation of any of the Terms of Use without prior notice and/or distribution of such information.
  • We do not take responsibility for any loss of profits or any consequential or economic loss of any kind as a result of the information or services that we provide.


Intellectual Copyrights:
  • The design of the site and its content of images and logos is owned by Muscat Municipality and no individual is entitled to use these in any way.
  • You can print and download portions of the materials from the Muscat Municipality website for non-commercial use as long as the copyright logo and other rights appear on those copies. Any copy method or re-distribution, publication or transmission of any portion of the materials available on the Muscat Municipality website is strictly prohibited without expressed written consent from us. You also agree not to change or delete any copyright logos from any specific material copied from the Muscat Municipality website.


Viruses:
  • We strive to update our anti-virus programs, but we cannot guarantee that our site or servers or files that are downloaded or e-mail messages that are sent are free from viruses or other harmful components. Therefore, we recommend the use of anti-virus programs to examine any of the information and files that have been carried via the internet.
  • You must not:
    1. Introduce or attempt to introduce any virus or other harmful components to the site or any of its programs or systems.
    2. Try in any way to gain access to any part of the site or its programs, or systems or try to change or cancel any of these or to conduct reverse engineering, or destroy or tamper with the site in any way.


Links to External Sites:
Muscat Municipality Portal may contain links to third party sites that are not within our control. We are providing such links solely for the purpose of facilitation and thus do not endorse and are not responsible for the content of any site linked to our site through a link.

Suggestions:
We are pleased to receive any suggestions or comments about Muscat Municipality Portal privacy policy or about the site, please forward to info@mm.gov.om