MAKKAH, June 17 (Bernama) — Emotional distress, communication problems and incompatible roommate issue are among the complaints received by Tabung Haji (TH) during haj season.
TH Counselling Manager Mohammad Hanif Napi said some pilgrims could adjust quickly and get along well with their roommates but some were facing a hard time to the extent of experiencing stress and anxiety.
He said once a complaint was lodged, his team would call the complainant for a counselling session, during which the complainant would be given advice and motivation to stick to their original purpose of being in the Holy Land.
“Normally, the incompatible roommate issue is quite dominant among both male and female pilgrims here. Some have shown symptoms of anxiety and had sought psychiatric treatment even before their departure to the Holy Land but it still persists here.
“Some did not even have that problem back in Malaysia but still suffer from anxiety when they are here, which is probably due to surrounding factors. If their condition needs further observation, we will make the necessary arrangements with specialist doctors,” he told reporters when met at the Abraj Al Janadriyah building here where TH haj operation headquarters is located.
Mohammad Hanif said although the number of complaints received was relatively small, it was still being viewed seriously to ensure that the pilgrims had peace of mind to complete their pilgrimage.
In fact, he said the team also provides a room-to-room counselling service.
“Proper preparation in terms of mental and psychological health while performing haj is very important,” he said.
Mohammad Hanif, who has eight-year experience in counselling management, said some pilgrims may encounter sudden stress, such as receiving news of the death of a family member back home and would need moral support to continue performing the haj.
In such a situation, he said the counselling team will work together with the haj guides and facilitators (PIHTAS) team to help the pilgrims.
Meanwhile, TH counsellor Khodrulnada Mohamad said that based on her experience, most of the complaints were solved, except those which involved psychiatric treatment as it would take some time.
She said the room-to-room counselling service was also effective and the confidentiality of the complainant is always maintained.
Source: BERNAMA News Agency