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GOVERNMENT OF INDIA
MINISTRY OF EXTERNAL AFFAIRS
RAJYA SABHA
UNSTARRED QUESTION NO- 714
ANSWERED ON 05/02/2026
GRIEVANCE REDRESSAL THROUGH MADAD PORTAL
714. SHRI NARHARI AMIN
SMT. REKHA SHARMA
SMT. KIRAN CHOUDHRY
SHRI MAYANKKUMAR NAYAK
SHRI GHANSHYAM TIWARI
Will the Minister of EXTERNAL AFFAIRS be pleased to state :-
(a) the number of grievances registered through MADAD portal and mobile application
during the last three years, year-wise and region-wise, along with the major categories of
complaints;
(b) the average grievance redressal time and resolution rate across Missions/Posts, including
cases received through the mobil e app; and
(c) whether any technological upgrades, interoperability features or analytics tools have been
introduced to integrate and improve the functioning of portal and app and if so, the details
thereof ?
ANSWER
THE MINISTER OF STATE IN THE MINISTRY OF EXTERNAL AFFAIRS
(SHRI KIRTI VARDHAN SINGH)
(a) The number of grievances registered and resolved through MADAD Portal during the last
three years (2023-2025) is as follows:
No. of Grievances No. of Grievances
Year Pending Disposal %
Received Resolved
2023 5794 5474 3663 94
2024 5704 5467 3900 96
2025 6158 6454 3604 104
The five major categories of grievances received through the MADAD Portal are:
Repatriation, Mortal remains, Imprisonment abroad, Passport issues abroad, and Salary/Dues.
The MADAD Portal does not support region-wise access to grievance data.
1(b) 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 Indian Missions and 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 represents a qualitative improvement over existing procedures for handling of consular
grievances, through online forwarding, tracking and escalation until their eventual resolution.
It 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’.
(c) From time to time, MEA has expanded the portal’s functionality. MADAD portal
represents a qualitative improvement over existing procedures for handling of consular
grievances, through online forwarding, tracking and escalation until their eventual resolution.
To enhance effectiveness of MADAD Portal, the government has established other support
system, such as the Indian Community Welfare Fund (ICWF) which provide assistance with
issues like emergency medical care, air passage, and legal aid. MADAD Portal also
incorporates an in-built manual priority marking mechanism. Grievances are categorized into
four levels — Normal, Medium, High and Highest based on a case-to-case assessment of the
gravity and urgency of the situation. With respect to technological upgrades, a new version of
MADAD Portal (version 2.0) with updated user interface and content layout has been
launched successfully in December 2025 across all Missions/Posts as well as for citizens with
enhanced real time notifications. As regard interoperability with other platforms, the MADAD
Portal is already seamlessly linked with the e-Migrate system and the Pravasi Bharatiya
Sahayata Kendras (PBSKs).
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