Passports & Passport Services - Poor complaint handling

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If your issue has not been responded to or you are dissatisfied with the response received, you can escalate your complaint to the customer care.

You should expect an appropriate response within a reasonable timeframe.

You should know

The Ministry of External Affairs has set up a citizen-friendly grievance redressal mechanism in place which deals with all issues related to passport and passport services. Right from filing an application for a fresh passport till receiving it after the police verification, you may encounter hurdles- to deal with this a dedicated portal has been set up by the Government.

You can inquire about the status of your passport application through the following modes:

  1. Passport Sewa Portal: The official Passport Seva website provides information related to documents required with a passport application and the formalities to be completed for online submission of passport application.
  2. National Call Centre: A National Call Centre has been set up for around the clock toll-free assistance to deal with passport related queries.
  3. Contact Passport Office: One can directly approach the nearest Passport Office, also known as Passport Seva Kendra to enquire about passport application status. They can also be contacted through mail or call.

To register a grievance at the official passport portal, you must provide all details with respect to your passport application like- the passport file number/passport number, name, date of birth, etc. A grievance can be lodged through an email, call or by filling out a feedback form as given on the passport sewa portal. You can follow up on your complaint by visiting your nearest passport office.

Do I have to pay for assistance?

No, passport officials are obliged to assist you in filing for an application free of cost. Do not contact touts as they may charge more than your application fee. If an official asks for an extra fee other than what has been mentioned, you can submit a complaint against them at the Vigilance Cell.

Do I have to pay to the Police?

Yes, you have to pay ₹500 to the police to obtain a Police Clearance Certificate (PCC).

Haven’t received Tatkaal Passport, what to do?

A Tatkaal application helps you get an early appointment to speed up the process. It is extremely helpful in cases when you need your passport urgently for your travels. A Tatkaal passport is generally dispatched within 1-3 days of an applicant visiting the passport office. The expected time of dispatch depends on the type of application:

  1. Police Verification is not required- Within one working day excluding the date of submission of application.
  2. Police Verification is required on a Post-Passport Issuance basis- On the third working day excluding the date of submission of application - without waiting for the Police Verification Report.

The fee for filing a Tatkaal passport application is a bit higher than a normal passport application. If you haven’t received your passport within the stipulated time, contact the passport officials and give them the details about your application. They should be able to help you track your passport.

Damaged Passport

If your passport has been partially or completely damaged beyond recognition, then you have to file for a new passport application.

If you lost your passport in another country, then you can obtain an Emergency Certificate and travel to India to apply for a fresh passport. Contact the respective mission/post of that country to obtain an Emergency Certificate. Give details of your previous passport and you’ll be issued the certificate.

Once back in India, you need to submit a new passport application. Attaching a photocopy of the old passport is not mandatory but it should be produced if it is available. You have to produce the previous passport number, Date of issue, Date of expiry and place of issue while filling the passport application form.

Lost/Stolen Passport

You should immediately file an FIR at the nearest Police Station and to the Passport Office (PO) or Indian Mission, if abroad. If you are in India, you should apply for a re-issue of the passport at your nearest Passport Office and submit the following documents along with your passport application form:

  • Proof of Present Address
  • Proof of Date of Birth
  • An affidavit stating how and where the passport got lost/damaged
  • Original Police FIR
  • Self-attested photocopy of first two and last two pages, including ECR/Non-ECR page of old passport, if available.

If your passport is lost or stolen in another country, then you can obtain an Emergency Certificate and travel to India to apply for a fresh passport. Contact the respective mission/post of that country to obtain an Emergency Certificate. Give details of your previous passport and you’ll be issued the certificate.

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