How to use ‘Madad’ – The new helpline portal for NRIs

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Indian citizens living in GCC nations – Oman, Bahrain, Kuwait, Qatar, Saudi Arabia, and the UAE – and Malaysia will now be able to file consular grievances online as the Indian government launched an e-portal to address such complaints promptly with a high degree of “accountability”.

The portal ‘Madad’ (Help) was launched by Indian External Affairs Minister Sushma Swaraj on Saturday, who said the grievance monitoring facility would enhance ‘accessibility’ for people and fix greater ‘accountability and responsibility’ on officials.

Among the chief characteristics of ‘Madad’ are to speed up forwarding and handling of complaints, improve tracking and redressal and escalate unresolved cases.

How to use the Madad Portal

1. Open the link to Madad portal, which is available as part of Passport Seva Online (www.passportindia.gov.in)

2. First time users need to create an account by entering name, phone, email and a password.

Madad Helpline Portal India Government

3. Your account should be verified by clicking on a link sent to your email id.

4. After confirming, you can log in using the username and password.

5. You can file your own complaint or on behalf of someone else.

Madad Helpline Portal India Government

6. The entire history of your grievance would be maintained online and you can check the status and updates by logging in later.

Types of complaints

  • Compensation
  • Court Case
  • Domestic Help
  • Imprisoned Abroad
  • Marital Dispute
  • Mortal Remains
  • Repatriation
  • Salaries / Dues
  • Whereabouts Unknown
  • Others

Colour Code System

The authorities would be assigned responsibility through a colour-coded dashboard that would change colour if the response in not given in a stipulated time.

The colour code system will follow red-amber-green pattern, ie, missions performing well in redressing grievances would be in ‘green’, while say those keeping inordinately pending cases would show as ‘red’.

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Maximum priority would be given to cases related to bringing back “mortal remains” of any national.

When the colour code changes, it will escalate the case to higher authorities and the entire history can later be accessed by the complainant in a summary or detailed format.

27 Comments

  1. Respected sir This is Zareen from Canada my aged parents are in Bangalore India. My mom is suffering 45% burns from stove burst and she’s in Victoria hospital. Where only1 duty general doctor was there and not much he couldn’t do much . I want her to be transferred to St.johns hospital. Where my relatives took her n they refused.
    Can you help me in getting her admited in St.jobs hospital Bangalore Please.

    Regards,
    Zareen Taj
    Zarine.Taj@gmail.com

  2. Dear sir we are 100 of client are in Qatar
    Company rocket construction .wll
    We have no salary for 4 month
    And all are go to our country but the Muir was not send us and not get me out passport
    Dear sir please solved our issue our what’s apps no is 97430016238

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