Lok Sabha Question No. 2186 (UNSTARRED), answered on 2025-08-01
Subject: MADAD Portal
Ministry: EXTERNAL AFFAIRS
Asked by: Smt. Vijaylakshmi Devi, Smt. Kamlesh Jangde, Shri Chhatrapal Singh Gangwar, Shri Chandra Prakash Joshi

## GOVERNMENT OF INDIA

## MINISTRY OF EXTERNAL AFFAIRS LOK SABHA

UNSTARRED QUESTION NO- 2186

ANSWERED ON - 01/08/2025

## MADAD PORTAL

2186. SMT. VIJAYLAKSHMI DEVI

SMT. KAMLESH JANGDE

SHRI CHHATRAPAL SINGH GANGWAR

SHRI CHANDRA PRAKASH JOSHI

Will the Minister of EXTERNAL AFFAIRS be pleased to state:

(a) the number of complaints lodged by tourists, students, migrant workers and others with Indian Embassies/High Commissions;

(b)   whether   Indian   Embassies/High   Commissions   have   provided assistance to Indian nationals in cases relating to illegal detention and discriminations, if so, the details thereof;

(c) the number of calls received on emergency helpline numbers of various   Embassies/Consulates   and   the   details   of   the   assistance provided; and

(d) the details of the steps taken by the Government to increase the accessibility of 'MADAD' portal among migrant workers?

## ANSWER

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

- (a) Details of grievances registered and resolved on Madad and CPGRAMS Portals during the year 2024 are given below:

## MADAD Portal

|   Year |   Grievances Received |   Grievance Resolved |   Pending |   Disposal % |
|--------|-----------------------|----------------------|-----------|--------------|
|   2024 |                  5704 |                 5467 |       237 |           96 |

## CPGRAMS Portal

|   Year |   Grievances Received |   Grievance Resolved |   Pending |   Disposal % |
|--------|-----------------------|----------------------|-----------|--------------|
|   2024 |                  2603 |                 2503 |       100 |           96 |

(b) The Government of India attaches the highest priority to the safety,   security   and   well-being   of   Indians   in   foreign   countries, including those in the foreign jails. Indian  Missions / Posts remain vigilant and closely monitor the incidents of Indian nationals being discriminated or put in jail in foreign countries for violation/ alleged violation of local laws.

As soon as the information about the discrimination/detention of   an   Indian   national   is   received   by   an   Indian   Mission/Post,   it immediately gets in touch with the local Foreign Office and other concerned local authorities to get consular access to the aggrieved Indian national to ascertain the facts of the case, confirm his Indian nationality and ensure his welfare. Apart from extending them all possible consular assistance, Indian Missions and Posts also assist in providing legal aid wherever needed. Missions and Posts also maintain a local panel of lawyers where Indian community is in sizeable numbers.

These   issues   of   Indian   nationals   are   regularly   pursued   by Indian   Missions   and   Posts   abroad   with   the   local   authorities concerned.   The   Government   also   follows   up   this   issue   during consular and other consultations with other countries. In addition, the  Government of India,  through   its   Missions/Posts   abroad   and

during   high-level   visits,   also   takes   up   and   pursues   grant   of amnesty/commutation of sentences of Indian prisoners in foreign countries.

(c) The   Indian   Embassies   and   Consulates   worldwide   ensure prompt attention to grievances or complaints received through their emergency helplines, prioritizing the safety and well-being of Indian citizens abroad. While specific data on the number of calls or the nature   of   assistance   provided   is   not   publicly   available,   these helplines are operational 24/7 to address urgent situations, such as medical   emergencies,   legal   issues,   or   repatriation   needs.   Each Mission/Post   maintains   updated   contact   information,   including emergency numbers, on their official  websites  for   easy   access. Indian   citizens   are   encouraged   to   reach   out   to   the   respective Embassy or Consulate   in   case   of   any   distress,   ensuring   timely consular support and guidance.

(d) The   Ministry   through   its   Missions/Posts   abroad   have   been regularly interacting with Indian citizens including migrant workers to register details on MADAD Portal and also encouraging the Indian

migrant 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 to encourage its adoption. Release of regular advisories from Indian Missions/Posts   for   Indian   citizens   including migrant   workers 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.   These   highvisibility   platforms   are   some   of   the   efforts   in   reaching   migrant workers in host countries, reinforcing the portal's role.

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