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GOVERNMENT OF INDIA
MINISTRY OF EXTERNAL AFFAIRS
RAJYA SABHA
UNSTARRED QUESTION NO. 3134
ANSWERED ON 19/03/2026
DIGITAL SERVICES FOR GRIEVANCE REDRESSAL
#3134 SHRI MOKARIYA RAMBHAI
SHRI HARSH VARDHAN SHRINGLA
Will the Minister of EXTERNAL AFFAIRS be pleased to state:
(a) the number of Indian citizens registered on MADAD, mPassport Seva and consular service
portals;
(b) the number of complaints and service requests resolved through these platforms during the
last three years;
(c) the average time taken for grievance redressal and service delivery; and
(d) whether any new digital tools have been introduced to further improve services for NRIs and
consular services?
ANSWER
THE MINISTER OF STATE IN THE MINISTRY OF EXTERNAL AFFAIRS
(SHRI KIRTI VARDHAN SINGH)
(a) & (b) The number of Indian citizens registered on mPassport Seva is 20,70,423 and the
number of grievances registered on the MADAD Portal is 1,01,311 (as on 09 March 2026). The
volume of grievances and services requests processed through MADAD Portal during the last
three years (2023-2025) is as follows:
Year Grievance Brought forward Total Grievance Pending
Received from previous year Grievance Resolved
2023 5794 3343 9137 5474 3663
2024 5704 3663 9367 5467 3900
2025 6158 3900 10058 6454 3604
1(c) 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 applicants, Indian Missions/Posts abroad and
the MEA's Branch Secretariats in Chennai, Guwahati, Hyderabad and Kolkata, are associated
with MADAD Portal for consular grievance tracking and follow-up. The MADAD portal 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 illiterate grievants. A mobile App for MADAD has also been launched.
Grievances registered on the MADAD portal are monitored closely and disposed of
expeditiously. However, there is no such mechanism available on MADAD Portal to find out the
‘average time taken for redressal of grievances’.
(d) There is a continuous effort for using new digital tools to further improve services for NRIs
and consular services. Passport Seva Programme (PSP) 2.0 provides seamless workflow and
integration amongst various users for smooth and fast application processing.
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