Union Government on 20 February 2015 launched an online grievances monitoring system called MADAD to redress consular grievances. It was launched by External Affairs Minister Sushma Swaraj in New Delhi.
MADAD seeks to help Indian citizens living abroad to file consular grievances online on the services offered by the Indian Missions, Posts, Consulates and Embassy abroad.
The logo of MADAD depicts two persons with a letter M in-between them and MADAD is written underneath.
The tagline is Because You Are Us, means we are helping you because you are us.
All the stakeholders involved in MADAD are tightly linked to the portal, including Missions and Posts abroad and MEA's Branch Secretariats in Chennai, Guwahati, Hyderabad and Kolkata.
Characteristic Features of MADAD
- MADAD is a joint effort of the Ministry of External Affairs (MEA) and Ministry of Overseas Indians Affairs (MOIA) and it is not a general helpline.
- It allows direct registration of the grievances by the members of the public and effective monitoring of the grievance handling process thereafter, until it is redressed.
- The portal ensures that entire history of the complaints or grievances registered is maintained online.
- It incorporates flexible architecture to handle a variety of grievances, linking of similar grievances on the basis of passport number to avoid duplication and automatic escalation and enhancement of priority.
- It will also help to speed up forwarding and handling of complaints, improve tracking and redressal and escalate unresolved cases.
- To track the complaints and grievances, the portal employs a colour-coded system of red-amber-green pattern. The green colour indicates cases are cleared, while the pending cases will be indicated in red colour.
- To ensure accountability, accessibility and responsiveness of officials in various Consulates or Embassy of India, colour code will change its colour automatically. For instance, if the response is not given in a stipulated time it will change its colour to red and escalate the issue to higher officials.
In all, MADAD seeks to promote healthy intra-department competition which would act as a deterrent for officials and respond with greater accountability to ultimately benefit people.
Earlier, MEA had launched the portal as a pilot project for seven countries. These included the six Gulf Cooperation Council (GCC) countries including UAE, Saudi Arabia, Oman, Qatar, Kuwait and Bahrain, and Malaysia.