Lok Sabha Question No. 475 (UNSTARRED), answered on 2016-07-20
Subject: Complaints/Petitions in Indian Missions
Ministry: EXTERNAL AFFAIRS
Asked by: JANARDAN SINGH SIGRIWAL

## GOVERNMENT OF INDIA MINISTRY OF EXTERNAL AFFAIRS

## LOK SABHA UNSTARRED QUESTION NO.475 TO BE ANSWERED ON 20.07.2016

## COMPLAINTS / PETITIONS IN INDIAN MISSIONS

475. SHRI JANARDAN SINGH SIGRIWAL:

Will the Minister of EXTERNAL AFFAIRS be pleased to state:

- (a) whether the Indian Missions abroad have received complaints/ petitions/ representations from Indian citizens/ people of Indian origin about the problems/hardships being faced in the countries of their residence;
- (b) if  so,  the  details  thereof  along  with  the  number  of  such  complaints/  petitions/ representations reported during each of the last three years and the current year; and
- (c) the details of the steps taken by the Government to address their problems?

## ANSWER THE MINISTER OF STATE IN THE MINISTRY OF EXTERNAL AFFAIRS [GEN. (DR) V. K. SINGH (RETD)]

(a) to (c) As  part  of  good  governance  efforts,  the  Ministry  of  External  Affairs launched  an  online  Consular  Grievances  Management  System  named  MADAD,  on  21st February 2015, to extend a helping hand to Indians abroad requiring consular assistance and  to  redress  their  grievances. The  MADAD  online  portal  represents  a  qualitative improvement  over  existing  procedures  for  handling  of  consular  grievances,  through online  forwarding,  filing,  tracking  and  escalation  until  their  eventual  resolution. In addition  to  the  Ministry,  all  our  Missions  and  Posts  abroad  and  the  MEA's  Branch Secretariats  in  Chennai,  Guwahati,  Hyderabad  and  Kolkata,  have  been  linked  to  this portal.

A Call Centre has also been launched, in Hindi and English languages, to assist consular grievants by advising them about how to register their grievances on the Madad Portal and if necessary register their grievances on their behalf.

An Overseas Workers Resource Centre (OWRC) with a multi-lingual 24x7 helpline has  been  operational  since  2008  and  provides  information  to  intending  migrants  and overseas  workers  on  all  aspects  of  overseas  employment  including  requirements  to obtain  a  legitimate  work  permit/visa  for  employment  abroad.  Five  Migrant  Resource Centres (MRCs) have been set up in Kochi, Hyderabad, Gurgaon, Chennai and Lucknow to  provide  information  and  counselling  for  intending  migrants  about  the  procedure  for legal  migration  and  precautions  to  be  taken  while  migrating.  An  Indian  Workers Resource Center (IWRC) has been operational in Dubai, UAE since 2010.

So  far  Madad  portal  has  registered  over  11,300  grievances,  out  of  which  over 7,360  have  been  resolved.  A  table  indicating  the  country-wise  status  of  grievances  is attached at Annexure.

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## Annexure

| Mission Location                       | Grievances Received   | Grievances Resolved   | Grievances Reopened   | Total Pending   | Total Pending             | Total Pending   | Total Pending   |
|----------------------------------------|-----------------------|-----------------------|-----------------------|-----------------|---------------------------|-----------------|-----------------|
| Mission Location                       | Grievances Received   | Grievances Resolved   | Grievances Reopened   | Deffered        | More Information Required | Others          | Total           |
| Afghanistan-Herat                      | 30                    | 13                    | 0                     | 0               | 0                         | 3               | 3               |
| Afghanistan-Jalalabad                  | 8                     | 7                     | 0                     | 0               | 0                         | 1               | 1               |
| Afghanistan- Kabul                     | 6                     | 4                     | 0                     | 0               | 1                         | 1               | 2               |
| Afghanistan - Kandahar                 | 1                     | 0                     | 0                     | 0               | 1                         | 0               | 1               |
| Afghanistan - Mazar-e- Sharif          | 2                     | 2                     | 0                     | 0               | 0                         | 0               | 0               |
| Algeria-Algiers                        | 6                     | 3                     | 0                     | 0               | 2                         | 1               | 3               |
| Angola- Luanda                         | 22                    | 9                     | 3                     | 2               | 3                         | 11              | 16              |
| Argentina - Buenos Aires               | 1                     | 1                     | 0                     | 0               | 0                         | 0               | 0               |
| Armenia - Yerevan                      | 1                     | 1                     | 0                     | 0               | 0                         | 0               | 0               |
| Australia - Canberra                   | 5                     | 0                     | 0                     | 0               | 0                         | 5               | 5               |
| Australia - Melbourne                  | 23                    | 12                    | 1                     | 1               | 0                         | 11              | 12              |
| Australia - Pert                       | 7                     | 8                     | 1                     | 0               | 0                         | 0               | 0               |
| Australia - Sydney                     | 23                    | 21                    | 0                     | 0               | 0                         | 2               | 2               |
| Austria - Vienna                       | 4                     | 3                     | 0                     | 0               | 0                         | 1               | 1               |
| Azerbaijan - Baku                      | 3                     | 1                     | 0                     | 0               | 0                         | 2               | 2               |
| Bahrain - Manama                       | 103                   | 78                    | 7                     | 2               | 1                         | 29              | 32              |
| Bangladesh - Chittagong                | 1                     | 1                     | 0                     | 0               | 0                         | 0               | 0               |
| Bangladesh - Dhaka                     | 30                    | 11                    | 0                     | 0               | 0                         | 19              | 19              |
| Bangladesh - Rajshahi                  | 0                     | 0                     | 0                     | 0               | 0                         | 0               | 0               |
| Belarus - Minsk                        | 2                     | 2                     | 0                     | 0               | 0                         | 0               | 0               |
| Belgium - Brussels                     | 2                     | 1                     | 0                     | 0               | 0                         | 1               | 1               |
| Bhutan - Phuentsholing                 | 1                     | 0                     | 0                     | 0               | 0                         | 1               | 1               |
| Bhutan - Thimphu                       | 2                     | 1                     | 0                     | 1               | 0                         | 0               | 1               |
| Botswana - Gaborone                    | 4                     | 3                     | 0                     | 0               | 0                         | 1               | 1               |
| Brazil - Brasilia                      | 1                     | 0                     | 0                     | 0               | 0                         | 1               | 1               |
| Brazil - Sao Paulo                     | 3                     | 1                     | 0                     | 0               | 0                         | 2               | 2               |
| Brunei Darussalam - Bander Seri Begawa | 4                     | 2                     | 0                     | 0               | 0                         | 2               | 2               |
| Bulgaria - Sofia                       | 0                     | 0                     | 0                     | 0               | 0                         | 0               | 0               |
| Cambodia - Phnom Penh                  | 2                     | 0                     | 0                     | 0               | 0                         | 0               | 0               |
| Canada - Ottawa                        | 10                    | 11                    | 1                     | 0               | 0                         | 0               | 0               |
| Canada - Toronto                       | 30                    | 24                    | 0                     | 1               | 0                         | 5               | 6               |
| Canada - Vancouver                     | 19                    | 9                     | 1                     | 0               | 0                         | 11              | 11              |
| Chile - Santiago                       | 0                     | 0                     | 0                     | 0               | 0                         | 0               | 0               |
| China - Beijing                        | 13                    | 9                     | 1                     | 0               | 0                         | 5               | 5               |
| China - Guangzhou                      | 8                     | 5                     | 0                     | 0               | 0                         | 3               | 3               |
| China - Hong Kong                      | 10                    | 7                     | 0                     | 1               | 1                         | 1               | 3               |
| China - Shanghai                       | 15                    | 8                     | 0                     | 0               | 0                         | 7               | 7               |
| Colombia - Bogota                      | 2                     | 0                     | 0                     | 0               | 2                         | 0               | 2               |
| Cote Divoire - Abidjan                 | 8                     | 2                     | 1                     | 0               | 1                         | 6               | 7               |

| Croatia - Zagreb                        |    0 |    0 |   0 |   0 |   0 |   0 |   0 |
|-----------------------------------------|------|------|-----|-----|-----|-----|-----|
| Cuba - Havana                           |    0 |    0 |   0 |   0 |   0 |   0 |   0 |
| Cyprus - Nicosia                        |    0 |    0 |   0 |   0 |   0 |   0 |   0 |
| Czech Republic - Prague                 |    0 |    0 |   0 |   0 |   0 |   0 |   0 |
| DPR Korea - Pyongyang                   |    0 |    0 |   0 |   0 |   0 |   0 |   0 |
| Democratic Republic Of Congo - Kinshasa |    8 |    2 |   0 |   0 |   0 |   6 |   6 |
| Denmark - Copenhagen                    |    5 |    3 |   1 |   1 |   0 |   2 |   3 |
| Egypt - Cairo                           |    6 |    1 |   0 |   0 |   0 |   5 |   5 |
| Ethiopia - Addis Ababa                  |    5 |    2 |   0 |   0 |   0 |   3 |   3 |
| Fiji - Suva                             |    2 |    0 |   0 |   1 |   0 |   1 |   2 |
| Finland - Heisinki                      |    1 |    0 |   0 |   0 |   0 |   1 |   1 |
| France - Paris                          |   17 |   11 |   2 |   1 |   1 |   6 |   8 |
| France - Saint Denis                    |    0 |    0 |   0 |   0 |   0 |   0 |   0 |
| Germany - Berlin                        |   12 |   11 |   0 |   1 |   0 |   0 |   1 |
| Germany - Frankfurt                     |    8 |    5 |   0 |   0 |   0 |   3 |   3 |
| Germany - Hamburg                       |    2 |    1 |   0 |   0 |   0 |   1 |   1 |
| Germany - Munich                        |    4 |    4 |   0 |   0 |   0 |   0 |   0 |
| Ghana - Accra                           |   14 |    6 |   0 |   1 |   0 |   7 |   8 |
| Greece - Athens                         |   13 |    7 |   3 |   0 |   0 |   9 |   9 |
| Guatemala - Guatemala City              |    0 |    0 |   0 |   0 |   0 |   0 |   0 |
| Guyana - Georgetown                     |    2 |    2 |   0 |   0 |   0 |   0 |   0 |
| Hungary - Budapest                      |    1 |    0 |   0 |   0 |   0 |   0 |   0 |
| Iceland - Reykjavik                     |    0 |    0 |   0 |   0 |   0 |   0 |   0 |
| India - Chennai-MEABS                   |    4 |    1 |   0 |   0 |   0 |   3 |   3 |
| India - Delhi-CPV                       | 3318 | 3577 | 264 |   0 |   1 |  25 |  26 |
| India - Delhi-OCI Support               |   16 |    1 |   1 |   0 |   0 |  16 |  16 |
| India - Delhi-OIA-I                     |    7 |    0 |   0 |   1 |   0 |   6 |   7 |
| India - Delhi-OIA-II                    |  111 |   61 |   8 |   4 |   0 |  54 |  58 |
| India - Delhi-PGE                       |   12 |    0 |   0 |   0 |   0 |  12 |  12 |
| India - Guwahati-MEABS                  |    0 |    0 |   0 |   0 |   0 |   0 |   0 |
| India - Hyderabad-MEABS                 |    2 |    0 |   0 |   0 |   0 |   2 |   2 |
| India - Kolkata-MEABS                   |    0 |    0 |   0 |   0 |   0 |   0 |   0 |
| Indonesia - Bali                        |    5 |    1 |   0 |   0 |   0 |   4 |   4 |
| Indonesia - Jakarta                     |    3 |    0 |   0 |   0 |   0 |   3 |   3 |
| Indonesia - Medan                       |    2 |    0 |   0 |   0 |   0 |   2 |   2 |
| Iran - Bandar Abbas                     |   11 |    5 |   1 |   2 |   0 |   5 |   7 |
| Iran - Tehran                           |   28 |   15 |   4 |   1 |   3 |  13 |  17 |
| Iran - Zahidan                          |    2 |    2 |   0 |   0 |   0 |   0 |   0 |
| Iraq - Baghdad                          |   43 |   13 |   2 |   2 |   0 |  30 |  32 |
| Ireland - Dublin                        |    1 |    0 |   0 |   0 |   1 |   0 |   1 |
| Israel - Tel Aviv                       |    7 |    7 |   0 |   0 |   0 |   0 |   0 |
| Italy - Milan                           |    7 |    4 |   0 |   0 |   0 |   3 |   3 |
| Italy - Rome                            |   68 |   38 |   6 |   0 |   0 |  36 |  36 |
| Jamaica - Kingston                      |    2 |    1 |   0 |   0 |   0 |   1 |   1 |
| Japan - Osaka Kobe                      |    6 |    8 |   3 |   0 |   0 |   1 |   1 |

| Japan - Tokyo                 |   6 |   6 |   0 |   0 |   0 |   0 | 0   |
|-------------------------------|-----|-----|-----|-----|-----|-----|-----|
| Jordan - Amman                |   4 |   2 |   0 |   1 |   0 |   1 | 2   |
| Kazakhstan - Almaty           |   3 |   1 |   0 |   0 |   0 |   2 | 2   |
| Kazakhstan - Astana           |   1 |   0 |   0 |   0 |   0 |   1 | 1   |
| Kenya - Mombasa               |   9 |   6 |   4 |   1 |   0 |   6 | 7   |
| Kenya - Nairobi               |   6 |   4 |   3 |   0 |   0 |   5 | 5   |
| Kuwait - Kuwait City          | 452 | 155 |  33 |   3 |  52 | 275 | 330 |
| Kyrgyzstan - Bishkek          |   0 |   0 |   0 |   0 |   0 |   0 | 0   |
| Lao PDR - Vientiane           |   0 |   0 |   0 |   0 |   0 |   0 | 0   |
| Lebanon - Beirut              |   8 |   9 |   3 |   0 |   0 |   2 | 2   |
| Libya - Tripoli               |  29 |   9 |   3 |   3 |   1 |  19 | 23  |
| Medagascar-Antananrivo        |   1 |   0 |   0 |   0 |   0 |   1 | 1   |
| Malawi-Lilongwe               |   2 |   1 |   0 |   0 |   0 |   1 | 1   |
| Malaysia-Kuala Lumpur         | 337 | 258 |  22 |  17 |  39 |  45 | 101 |
| Maldives-Male                 |  31 |  21 |   1 |   0 |   0 |  11 | 11  |
| Mali-Bamako                   |   1 |   2 |   1 |   0 |   0 |   0 | 0   |
| Mauritius-Port Louis          |  17 |  18 |   6 |   4 |   0 |   1 | 5   |
| Maxico-Maxico City            |  10 |   0 |   0 |   1 |   0 |   9 | 10  |
| Mongolia-Ulaanbaatar          |   1 |   1 |   0 |   0 |   0 |   0 | 0   |
| Morocco-Rabat                 |   1 |   0 |   0 |   0 |   0 |   1 | 1   |
| Mozambique-Maputo             |   1 |   1 |   0 |   0 |   0 |   0 | 0   |
| Myanmar-Mandalay              |   5 |   4 |   1 |   0 |   2 |   0 | 2   |
| Myanmar-Sittwe                |   0 |   0 |   0 |   0 |   0 |   0 | 0   |
| Myanmar-Yangon                |   6 |   6 |   1 |   0 |   0 |   1 | 1   |
| Namibia-Windhoek              |   1 |   1 |   0 |   0 |   0 |   0 | 0   |
| Nepal-Biratnagar              |   1 |   0 |   0 |   0 |   0 |   1 | 1   |
| Nepal-birgunj                 |   4 |   1 |   0 |   0 |   0 |   3 | 3   |
| Nepal-Kathmandu               |  19 |  14 |   3 |   8 |   0 |   0 | 8   |
| Netherlands-The Hague         |   1 |   1 |   0 |   0 |   0 |   0 | 0   |
| New Zealand-Wellington        |  16 |  12 |   1 |   0 |   0 |   5 | 5   |
| Niger-Niamey                  |   0 |   0 |   0 |   0 |   0 |   0 | 0   |
| Nigeria-Abuja                 |  23 |   6 |   1 |   1 |   0 |  17 | 18  |
| Nigeria-Lagos                 |  59 |   8 |   2 |   3 |   0 |  50 | 53  |
| Norway-Oslo                   |   3 |   2 |   0 |   0 |   0 |   1 | 1   |
| Oman-Muscat                   | 259 | 142 |   8 |  48 |  13 |  64 | 125 |
| Pakistan-Islamabad            |  32 |   8 |   1 |  20 |   0 |   5 | 25  |
| Palestine-Ramallah City       |   0 |   0 |   0 |   0 |   0 |   0 | 0   |
| Panama-Panama                 |   1 |   0 |   0 |   0 |   0 |   1 | 1   |
| Papua New Guinea-Port Moresby |   3 |   0 |   0 |   0 |   0 |   3 | 3   |
| Peru-Lima                     |   2 |   1 |   0 |   0 |   0 |   1 | 1   |
| Philippines-Manila            |  21 |   9 |   3 |   2 |   3 |  10 | 15  |
| Poland-Warsaw                 |   1 |   0 |   0 |   0 |   0 |   1 | 1   |
| Portugal-Lisban               |   7 |   5 |   0 |   0 |   0 |   2 | 2   |
| Qatar-Doha                    | 226 | 118 |   8 |   8 |   2 | 106 | 116 |
| Republic of Korea-Seoul       |   3 |   3 |   0 |   0 |   0 |   0 | 0 0 |
| Romania-Bucharest             |   0 |   0 |   0 |   0 |   0 |   0 |     |

| Russian Federation- Moscow          | 16    |   13 |   2 |   0 |   0 | 5    | 5    |
|-------------------------------------|-------|------|-----|-----|-----|------|------|
| Russian Federation-St. Petersburg   | 3     |    0 |   0 |   0 |   0 | 3    | 3    |
| Russian Federation- Vladivostok     | 1     |    1 |   0 |   0 |   0 | 0    | 0    |
| Saudia Arabia-Jeddah                | 764   |  378 |  46 |  29 | 115 | 288  | 432  |
| Saudia Arabia-Riyadh                | 3004  | 1107 | 174 | 162 |  87 | 1822 | 2071 |
| Senegal-Dakar                       | 6     |    2 |   0 |   0 |   0 | 4    | 4    |
| Serbia-Belgrade                     | 0     |    0 |   0 |   0 |   0 | 0    | 0    |
| Seychelles-Victorial-Mahe           | 2     |    1 |   0 |   0 |   0 | 1    | 1    |
| Singapore-Singapore                 | 44    |   44 |   2 |   0 |   1 | 1    | 2    |
| Slovakia-Bratislava                 | 0     |    0 |   0 |   0 |   0 | 0    | 0    |
| Slovenia-Ljubljana                  | 0     |    0 |   0 |   0 |   0 | 0    | 0    |
| South Africa-Cape Town              | 5     |    1 |   0 |   0 |   1 | 3    | 4    |
| South Africa-Durban                 | 6     |    1 |   0 |   0 |   0 | 5    | 5    |
| South Africa - Johannesburg         | 5     |    3 |   1 |   0 |   1 | 2    | 3    |
| South Africa - Pretoria             | 7     |    6 |   0 |   0 |   1 | 0    | 1    |
| South Sudan - Juba                  | 1     |    1 |   0 |   0 |   0 | 0    | 0    |
| Spain - Madrid                      | 14    |    7 |   3 |  10 |   0 | 0    | 10   |
| Sri Lanka - Colombo                 | 12    |    7 |   0 |   0 |   0 | 5    | 5    |
| Sri Lanka - Hambantota              | 0     |    0 |   0 |   0 |   0 | 0    | 0    |
| Sri Lanka - Jaffna                  | 0     |    0 |   0 |   0 |   0 | 0    | 0    |
| Sri Lanka - Kandy                   | 2     |    1 |   0 |   0 |   0 | 1    | 1    |
| Sudan - Khartoum                    | 3     |    3 |   0 |   0 |   0 | 0    | 0    |
| Suriname - Paramaribo               | 7     |    2 |   0 |   0 |   0 | 5    | 5    |
| Sweden - Stockholm                  | 1     |    0 |   0 |   0 |   0 | 1    | 1    |
| Switzerland - Berne                 | 4     |    2 |   0 |   0 |   1 | 1    | 2    |
| Switzerland - Geneva                | 2     |    2 |   0 |   0 |   0 | 0    | 0    |
| Syria - Damascus                    | 0     |    0 |   0 |   0 |   0 | 0    | 0    |
| Tajikistan - Dushanbe               | 2     |    0 |   0 |   1 |   0 | 1    | 2    |
| Tanzania - Dar es salaam            | 25    |   13 |   4 |   0 |   0 | 16   | 16   |
| Tanzania - Zanzibar                 | 0     |    0 |   0 |   0 |   0 | 0    | 0    |
| Thailand - Bangkok                  | 75    |   19 |   1 |   1 |   0 | 56   | 57   |
| Thailand - Chiangmai                | 0     |    0 |   0 |   0 |   0 | 0    | 0    |
| Trinidad and Tobago - Port of Spain | 1     |    0 |   0 |   0 |   0 | 1    | 1    |
| Tunisia - Tunis                     | 0     |    0 |   0 |   0 |   0 | 0    | 0    |
| Turkey - Ankara                     | 1     |    0 |   0 |   0 |   0 | 1    | 1    |
| Turkey - Istanbul                   | 1     |    1 |   0 |   0 |   0 | 0    | 0    |
| Turkmenistan - Ashgabat             | 0     |    0 |   0 |   0 |   0 | 0    | 0    |
| USA - Atlanta                       | 37    |   16 |   4 |   0 |   0 | 24   | 24   |
| USA - Chicago                       | 35    |   22 |   0 |   0 |   0 | 13   | 13   |
| USA - Houston                       | 34    |   12 |   0 |   0 |   2 | 20   | 22   |
| USA - New York USA - San            | 67 52 |   50 |   5 |   0 |   4 | 18 4 | 22 6 |
| Francisco                           |       |   51 |   5 |   2 |   0 |      | 41   |
| USA - Washington DC                 | 55    |   16 |   2 |   3 |   1 | 37   |      |

| Uganda - Kampala                 |    10 |    7 |   3 |   0 |   0 |    6 |    6 |
|----------------------------------|-------|------|-----|-----|-----|------|------|
| Ukraine - Kyiv                   |    10 |   10 |   3 |   0 |   0 |    3 |    3 |
| United Arab Emirates - Abu Dhabi |   177 |  127 |  15 |   1 |  11 |   53 |   65 |
| United Arab Emirates - Dubai     |   784 |  431 |  56 |  66 |  53 |  290 |  409 |
| United Kingdom - Birmingham      |    24 |    9 |   0 |   0 |   0 |   15 |   15 |
| United Kingdom - Edinburgh       |     2 |    2 |   0 |   0 |   0 |    0 |    0 |
| United Kingdom - London          |    34 |   34 |   3 |   1 |   0 |    2 |    3 |
| Uzbekistan - Tashkent            |    11 |    3 |   0 |   0 |   0 |    8 |    8 |
| Venezuela - Caracas              |     2 |    0 |   0 |   0 |   1 |    1 |    2 |
| Vietnam - Hanoi                  |     3 |    2 |   0 |   0 |   0 |    1 |    1 |
| Vietnam - Ho Chi Minh City       |     0 |    0 |   0 |   0 |   0 |    0 |    0 |
| Yemen - Sanaa                    |    23 |    7 |   1 |   1 |   0 |   16 |   17 |
| Zambia - Lusaka                  |     3 |    2 |   0 |   0 |   1 |    0 |    1 |
| Zimbabwe - Harare                |     3 |    1 |   0 |   0 |   1 |    1 |    2 |
| Total                            | 11160 | 7301 | 746 | 420 | 411 | 3777 | 4608 |

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