Lok Sabha Question No. 5563 (UNSTARRED), answered on 2025-04-04
Subject: MADAD Portal
Ministry: EXTERNAL AFFAIRS
Asked by: Shri Lavu Sri Krishna Devarayalu

## GOVERNMENT OF INDIA

## MINISTRY OF EXTERNAL AFFAIRS LOK SABHA

UNSTARRED QUESTION NO-5563

ANSWERED ON- 4/4/2025

## MADAD PORTAL

5563. SHRI LAVU SRI KRISHNA DAVARAYALU

Will the Minister of EXTERNAL AFFAIRS be pleased to state :-

(a) The measures being taken to enhance the accessibility of the MADAD Portal, considering the challenges faced by migrant workers with limited digital literacy;

- (b)  The steps taken/proposed to be taken by the Government to ensure   faster   response   times   for   complaints   registered   on   the Madad Portal, particularly for Indians in distress in conflict zones;
- (c) The measures taken/proposed to be taken by the Government to promote awareness about the Portal among Indian migrant workers and   students   to   ensure   they   can   easily   seek   assistance   when needed;

(d) Whether the Government has conducted any assessments on the effectiveness of the said Portal; and

(e) If so, the details of the improvements being considered based on user feedback and if not, the reasons therefor?

## ANSWER

## THE MINISTER OF STATE IN THE MINISTRY OF EXTERNAL AFFAIRS (SHRI KIRTI VARDHAN SINGH)

(a) In pursuance of "Good Governance" initiatives, MEA launched an online Consular Grievances Management System named MADAD on 21   February   2015   to   extend   a   helping   hand   to   Indians   abroad requiring consular assistance. All Indian Missions and Posts abroad and   the   MEA's   Branch   Secretariats   in   Chennai,   Guwahati, Hyderabad, Mumbai and Kolkata, are associated with this portal for consular   grievance   tracking   and   follow-up.   The   MADAD   portal represents a qualitative improvement over existing procedures for handling of consular grievances, through online forwarding, tracking and   escalation   until   their   eventual   resolution.   It   allows   direct registration of  the grievances by the members of  the public and effective   tracking   of   the   entire   grievance   handling   process thereafter. MADAD incorporates several innovative features such as a flexible architecture to handle a variety of grievances, online filing and linking of similar grievances for easier retrieval and reference,

automatic   escalation   and   enhancement   of   priority,   colour-coded dash   boards   for   easy   assessment   and   monitoring,   and   has   an associated call centre to help grievants.

The interface of the portal is designed to be user-friendly and has minimal   steps   to   log   grievances.   Moreover,   the   Madad   App   is available   on   Android,   iOS   and   Windows   platforms.   Twitter   Sewa (@meaMadad) was launched in March, 2017 to manage and respond to grievances received on twitter.

(b) Madad Portal allows online registration of grievances by Indian citizens   abroad,   eliminating   delays   associated   with   manual processes. Grievances so registered can be tracked in real time as the system is designed to cut down the time required for grievances to   be   sent   to   our   Missions   abroad.   An   Automated   Escalation Mechanism   is   also   employed   to   monitor   response   time   to automatically escalate un-addressed complaints to higher authorities   within   a   stipulated   period   ensuring   transparency   and faster disposal.

For   all   Indians   including   those   in   conflict   zones,   the   portal   is integrated to all Indian Missions and Posts abroad, along with MEA Branch Secretariats in cities like Chennai, Hyderabad, Guwahati,

Mumbai and Kolkata,  enabling seamless forwarding of complaints to the relevant authority. This integration ensures that grievances reach the concerned Mission/Post quickly,   facilitating   immediate coordination with local authorities or rescue   operations. Furthermore, the Portal also uses built-in prioritizing mechanism for certain categories of  grievances, such as repatriation of  mortal remains or cases of extreme distress, which are common in conflict zones.   The   Madad   Mobile   App,   available   on   Android,   iOS,   and Windows, and 24x7 Helpline (1800-11-3090) particularly in conflict zones is critical for  Indian citizen stranded abroad.

(c)   The   Ministry   through   its   Missions/Posts   abroad   have   been regularly   interacting   with   Indian   students   studying   abroad   to register   details   on   the   Students   Module   voluntarily   and   also encouraging   the   Indian   students   organizations   and   Indian community   associations   for   the   same   through   social   media platforms.

The Ministry is also supporting the promotion by publicizing MADAD App through official channels like the MEA website and Mission announcements,   aimed   to   reach   Indian   migrant   workers   and students to encourage its adoption. Release of regular advisories

from   Indian   Missions/Posts   for   students   encouraging   online registration on Madad to facilitate assistance, thereby targeting a key demographic directly.

MEA has also leveraged social networking platform such as Twitter (@MEAIndia, @MeaMadad), Electronic mode of communication such as   Email   (madad@mea.gov.in),   24x7   Helpline   (1800-11-3090)   to respond to distress calls and promote Madad. Assistance to workers in Gulf countries, have been publicized to demonstrate the portal's utility,   indirectly   raising   awareness   among   migrant   communities who follow these channels or hear about them through word of mouth. As noted in MEA reports from 2016, linking of Indian Workers Resource   Centres   (IWRCs)   in   cities   like   Riyadh   and   Jeddah, established to support distressed workers, to Madad's ecosystem serve as physical touchpoints where staff  likely inform workers about the portal during counseling or aid sessions. Through hosting of events like Pravasi Bharatiya Divas or programmes like diaspora engagements, MEA is spreading awareness dedicated to Madad awareness among migrant Indian workers and students distressed abroad. These high-visibility platforms are some of  the efforts in reaching  both to workers and students in host countries, reinforcing the portal's role.

(d & e) Regular feedbacks from grievants and petitioners are taken under consideration to strive for continuous improvement of MADAD Portal. To enhance effectiveness of MADAD Portal, the government has   established   other   support   systems,   such   as   the   Indian Community Welfare Fund (ICWF) and the Pravasi Bharatiya Sahayta Kendras   (PBSK),   which   provide   assistance   with   issues   like emergency medical care, air passage, and legal aid. From time to time, MEA has expanded the Portal's functionality and promoting its uses   in   crises. The   MADAD   portal   represents   a   qualitative improvement   over   existing   procedures   for   handling   of   consular grievances, through online forwarding, tracking and escalation until their eventual resolution.

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