Lok Sabha Question No. 412 (STARRED), answered on 2026-03-20
Subject: Passport Seva Kendras
Ministry: EXTERNAL AFFAIRS
Asked by: Shri Mohite Patil Dhairyasheel Rajsinh, Smt. Supriya Sule

## GOVERNMENT OF INDIA

## MINISTRY OF EXTERNAL AFFAIRS LOK SABHA

STARRED QUESTION NO. 412

ANSWERED ON - 20/03/2026

PASSPORT SEVA KENDRAS

## *412.  SHRI MOHITE PATIL DHAIRYASHEEL RAJSINH

SMT. SUPRIYA SULE

Will the Minister of EXTERNAL AFFAIRS be pleased to state:

(a)  the average processing time for passport applications at Regional Passport Offices across Maharashtra during 2024-25, in comparison with the national average along with the reasons for inter-office disparities, if any;

(b) whether the Government has assessed the high volume of passport applications from semi-urban and rural areas of Maharashtra and the objective   criteria   used   for   not   establishing   additional   Post   Office Passport Seva Kendras (POPSKs) in such regions, if so, the details thereof;

(c) whether the data from  MADAD grievance portal indicates recurring issues faced by migrant workers, students and overseas job-seekers

from   Maharashtra,   if   so,   the   number,   nature   and   disposal   rate   of grievances registered during the last two years; (d) whether the Government has reviewed challenges faced by students from   rural   Maharashtra   in   documentation,   police   verification   and appointment scheduling for overseas education, if so, the details thereof; and (e) the time-bound measures proposed to expand POPSK coverage and improve   passport   service   delivery   across   underserved   regions   of

Maharashtra?

## ANSWER THE EXTERNAL AFFAIRS MINISTER (DR. SUBRAHMANYAM JAISHANKAR)

(a) to (e) A statement is laid in the table of the House.

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STATEMENT REFERRED TO IN REPLY TO PARTS (a) TO (e) IN RESPECT OF LOK SABHA STARRED QUESTION NO.*412 REGARDING 'Passport Seva Kendra' FOR ANSWERING ON 20.03.2026.

(a)     Currently,   8  Passport   Seva   Kendras   (PSKs)   and   41   Post   Office Passport   Seva   Kendras   (POPSKs)   are   operational   under   3   Regional Passport   Offices   (RPOs)   in   the   State   of   Maharashtra. The   average processing time for passport applications (excluding Police verification time) under 3 RPOs in the State of Maharashtra during 2024-2025 is 14 working   days   for   normal   category   passport   and   3   working   days   for Tatkaal   category   passport.   Further,   the   average   processing   time   for passport   applications   (excluding   Police   verification   time)   across   the country under 37 RPOs during 2024-2025 is 13 working days for normal category passport and 3 working days for Tatkaal category passport. There is no noticeable disparity in the processing time of passports between the National Average and the State of Maharashtra.

(b) Opening of new passport offices/ Centres depends on several factors including   the   demand   and   volume   of   applications   in   the   region. Government of India has taken several steps to expand the network of PSKs and POPSKs in semi-urban, rural and underserved districts and tribal areas of Maharashtra. In January 2017, Ministry of External Affairs

(MEA) in association with Department of Posts (DoP) had decided to open Seva Kendras at the Head Post Offices (HPO)/Post Offices (PO) in the country, including in the State of Maharashtra, called Post Office Passport Seva Kendras (POPSK) in each Lok Sabha Constituency (LSC) where there is no PSK or POPSK. Under this initiative, out of 48 LSCs, 47 LSCs in Maharashtra are covered with either a PSK or a POPSK, except Dindori LSC. MEA is regularly following up with DoP for opening of a POPSK in the Dindori   LSC.   The   process   for   establishment   of   POPSK   at   Manmad   in Dindori LSC is in advanced stage.

(c) To address the challenges faced by Indian citizens abroad, the MADAD Portal was launched by Ministry of External Affairs (MEA) in February 2015. Over the years, the MADAD Portal has emerged as a key instrument for extending the assistance to Indian citizens abroad including migrant workers, students and overseas job seekers. The challenges and issues faced by Indian nationals inter-alia includes repatriation, transportation of mortal remains, salary/dues and employment-related disputes, Recruiting Agent/   fraudulent   cases,   imprisonment   cases,   whereabouts   unknown, passport   related   issues,   visa   and   immigration   problems,   academic difficulties, safety and security concerns and other emergency situations.

The data related to number of grievances registered and resolved through MADAD portal during the last two years (2024-2025) is as follows:

| Year   | Grievances Brought forward   | Total   |
|--------|------------------------------|---------|

|      | Received   | from previous   | Grievances   | Resolved   |
|------|------------|-----------------|--------------|------------|
|      |            | year            |              |            |
| 2024 | 5704       | 3663            | 9367         | 5467       |
| 2025 | 6158       | 3900            | 10058        | 6454       |

The MADAD portal does not support State-wise access to grievance data.

(d) & (e) To cater the challenges faced by students, including those from rural   Maharashtra   and   to   provide   the   smooth,   speedy   and   efficient passport   services,   MEA   has   been   working   continuously   to   speed   up passport issuance and meet high or seasonal demand for passports by taking   various   steps   including increasing   the   number   of   daily appointments  and  organising   special   drives on weekends. Staff from Ministry and other passport offices are also being deployed to clear the pendency as part of the special drive. Also, walk-in appointments are given   for   RPO   back   office   for   expeditiously   clearing   pending   files. Moreover, in June 2018, Ministry had launched the  'Apply anywhere in India'' scheme under which a passport can be applied at any PSK/POPSK in India. Also, MEA has been regularly deploying  Passport Mobile Van under   respective   RPOs,   including   RPOs   in   Maharashtra,   for   on-site passport processing in rural, tribal, remote and underserved areas. The integration   of   Digilocker   with   the   passport   issuance   system,   which enables   citizens   to   submit   various   documents   required   for   Passport

Services through DigiLocker in a paperless mode is also benefitting the students.  Further, mobile van camps have also been organised in various educational institutions in the state of Maharashtra.

The upgraded Passport Programme Version 2.0 (PSP V2.0) along with the chip-based e-Passport  has already been rolled out in all 37 Regional Passport Offices (RPOs) and their Passport Seva Kendras (PSKs) and Post Office   Passport   Seva   Kendras   (POPSKs)   in   the   country,   including   in Maharashtra.   New   digital   tools   introduced   under   PSP   V2.0   have significantly addressed the difficulties faced by the Passport applicants while applying for passport and improved the passport application and grievance-redressal experience by making the process faster, transparent and   more   user-friendly.   Applicants   benefit   from   chatbot   and   citizen centric service delivery system that guide them to the correct service page,   provide   information   on   required   documents,   appointment availability   and   nearest   PSK/POPSK.   Automated   biometric   matching strengthens security and accelerates decision-making during application processing. Real-time SMS/email alerts keep citizens informed at every stage of their application cycle. Further, the payment of application fees through digital mode including through Unified Payments Interface (UPI), online   appointment   facilities   and   feedback   kiosks   have   brought significant improvement in delivery of passport services.

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