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GOVERNMENT OF INDIA
MINISTRY OF EXTERNAL AFFAIRS
LOK SABHA
UNSTARRED QUESTION NO. 5598
ANSWERED ON 27/03/2026
GRIEVANCE REDRESSAL MECHANISMS
5598. SHRI ARVIND DHARMAPURI
Will the Minister of EXTERNAL AFFAIRS be pleased to state:-
(a) whether the Government has any dedicated grievance redressal
mechanism or platform, apart from the MADAD portal, through which
Members of Parliament can raise issues concerning citizens from their
constituencies, including matters related to passport services,
overseas employment or distress situations abroad;
(b) if so, the details of such mechanisms including the process for
registering grievances and the authorities responsible for handling
them;
1(c) whether any timelines or service standards have been prescribed
for the disposal of grievances submitted through such channels and if
so, the details thereof; and
(d) the number of grievances received from Members of Parliament
during the last five years and their disposal status, State-wise?
ANSWER
THE MINISTER OF STATE IN THE MINISTRY OF EXTERNAL AFFAIRS
(SHRI KIRTI VARDHAN SINGH)
(a) to (d) Apart from the MADAD portal, the Government has other
grievance redressal portals like CPGRAMS (Centralised Public
Grievance and Monitoring System) & eMigrate portal, through which
Indian nationals, including Members of Parliament, can raise issues
related to passport services, overseas employment or distress
situations abroad.
The CPGRAMS portal is managed by Department of Administrative
Reforms and Public Grievances (DARPG). The grievances on the portal
can be raised directly from general public and also references from
2various Government offices such as President’s Secretariat, Prime
Minister’s Office, Cabinet Secretariat, etc. Further, such concerns can
also be raised via email, post, or telephone.
As per directives given by DARPG, the disposal/redressal/resolution of
grievances should be completed in the prescribed timeline of 21 days.
The grievances received by MEA on CPGRAMS portal pertain mainly to
Indian Missions/Posts abroad regarding repatriation of Indian nationals
stuck in foreign countries, job & payment of pending salary/benefits
related issues abroad, stranded Indians in foreign land, Indian
nationals facing harassment in foreign countries, lost/stolen
passports, visa/immigration issues, death cases and transportation of
mortal remains from foreign countries to India. In such cases, our
Missions/Posts have to coordinate with the host Government to
resolve the issues of Indian nationals. Hence, disposal of such
grievances sometimes take longer period of time. However, Ministry
regularly monitors and sends reminders on such pending grievances to
all the Missions/Posts for timely redressal/disposal at their end.
3The details on grievances received on the CPGRAMS portal during the
last five years are tabled below:
Year Grievances Received Grievances Resolved Pending
2021 19896 19523 373
2022 18066 16999 1067
2023 21739 20232 1507
2024 17865 17080 785
2025 21602 20476 1126
Indian emigrant workers or intending workers can register their
grievances through the eMigrate portal. Family members, friends or
any concerned person, including the Members of Parliament from
respective constituencies can also register grievances on their behalf
on eMigrate portal.
Once the grievance/complaint with all necessary details is registered
on the eMigrate portal, a system generated Grievance Reference
Number (GR) is communicated to the complainant/grievant for future
reference. The grievance is then forwarded online to the jurisdictional
4Protector of Emigrants (PoE) office for resolution under the provisions
of the Emigration Act, 1983. In case of a complaint/grievance against
an unregistered/illegal Recruiting Agent, the matter is forwarded by
the jurisdictional PoE to the concerned State Law Enforcement
Agency/Police authorities for appropriate action under the provisions
of the Bharatiya Nyaya Sanhita. Where the grievance is related to a
Foreign Employer the registered GR is forwarded to the concerned
Indian Mission/Post for resolution.
The details on grievances received on the eMigrate portal during the
last five years are tabled below:
Year Grievances Received Grievances Resolved Pending
2021 2526 2368 158
2022 2364 2108 256
2023 2411 2067 344
2024 2373 1547 826
2025 2719 1236 1483
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