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’.

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.

32 Comments

  1. Chandra Shekhar Sharma on

    Excellent initiative. Here’s a government who is doing something concrete in taking care of country’s diaspora, rather than just counting Forex inflow. There’s still need to monitor and maintain accountability of authorities involved.

  2. harrisson damodaran on

    Really appriciated Madam Sushama and her ministry started such a great effort to helping 1000 of people abrod.

  3. P S Merchant on

    I will say its great help to NRIs. Thank you very much to Indian Goverment. Lets post our issue and get helped.

  4. Arvind Khetani on

    OCI Application Status Details
    SHIVJI LAKHMAN PATEL
    date of acknowledgment 17-SEP-2015
    File acknowledgment GBRL031B4M15
    Passport no, 526442183

    it is being under-process for last two month i am traveling to india on 01-12-2015 i need my OCI TO TRAVEL

  5. it is our privilege to have Sushma Swaraj ji as our MEA. After long years we have an efficient MEA who is working for Indians with the results clearly in front of us.
    you make us feel belonged to india and we feel proud of you Swaraj ji.

    • Dear, The Madad portal has changed and we have updated the link in the above article. Please try clicking on the link again.

  6. Birendra Sinha on

    Is there any place where NRI/OCI can offer their services to the country at large, based on their experiences and qualifications.
    There are some professionals who decides to be resident of India after serving other country for a while, so what is available engagement/Madad to them, even if they are offer their services free of charge.

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