How to Raise a Grievance or Complaint Regarding Passport Services

Navigating the passport application process in India can sometimes be frustrating—especially when you face delays, technical issues, or unsatisfactory service. Whether your application is stuck in the system, police verification is delayed, or you've experienced unprofessional conduct at the Passport Seva Kendra (PSK), it’s important to know how to raise a complaint regarding passport services.

This detailed guide outlines every step involved in filing a passport grievance through official channels and getting your issue resolved swiftly.

When Should You File a Passport Grievance?

You should consider raising a grievance if you are facing:

• Unusual delay in passport processing

• Police verification not initiated or completed

• Rude or negligent behavior at PSK or RPO

• Technical issues in the Passport Seva portal

• Failed or pending online payment

• Appointment scheduling problems

• Incorrect data printed on the passport

• Refunds not received after failed payments

Remember, the Ministry of External Affairs has established a robust grievance redressal mechanism to support applicants and ensure transparency.

Top 5 Ways to Lodge a Passport Complaint

1. Use the CPGRAMS Portal (Centralized Public Grievance Redress and Monitoring System)

The most official and effective way to file a passport complaint is through CPGRAMS.

Steps to File:

• Visit 👉 https://pgportal.gov.in

• Click on “Lodge Public Grievance”

• Select Ministry/Department: Ministry of External Affairs

• Choose Subordinate Office: Passport Offices (Select your regional office, e.g., RPO Delhi, RPO Mumbai)

• Enter your details, grievance description, and attach relevant documents (like ARN, receipt, ID proof)

• Submit the form and note the Grievance Registration Number

⏳ Resolution Time: 15–30 working days
📩 You will receive email/SMS updates once it’s resolved.

2. Raise a Grievance Through the Passport Seva Portal

The Passport Seva official website allows you to raise service-related complaints directly.

Steps:

• Visit 👉 https://www.passportindia.gov.in

• Click on “Feedback/Grievance” in the main menu

• Select “Register Grievance”

• Log in with your Passport Seva credentials

• Enter your ARN, grievance details, and upload any supporting documents

• Submit the form

🔁 You can track the status later using the “Track Grievance Status” link.

3. Contact the Toll-Free Helpline

For quick resolution or guidance:

📞 Passport Helpline Number: 1800-258-1800 (Toll-Free)
🕐 Available: 8 AM – 10 PM, Monday to Saturday

Talk to a customer support representative, explain your issue clearly, and they will guide you on next steps or escalate the complaint internally if needed.

4. Send an Email to the Regional Passport Office (RPO)

If the issue is region-specific, sending an email to your Regional Passport Officer can help escalate the matter directly.

Email Format:

To: rpo.[city]@mea.gov.in (e.g., [email protected])
CC: [email protected]

Subject: Urgent Passport Grievance – ARN XXXXXXXX

Body: Mention your name, ARN, date of application, specific issue, and a request for urgent intervention.

💡 Attach a copy of your application receipt, ID proof, or any evidence that supports your complaint.

5. Walk into the PSK or RPO for In-Person Grievance Submission

If your problem remains unresolved online, visiting the concerned PSK or Regional Passport Office directly might be helpful.

• Carry a hard copy of your grievance letter, application documents, and ID proof

• Ask to speak with the Public Grievance Officer (PGO) or Assistant Passport Officer (APO)

• Get a receiving signature/stamp for your grievance letter

This approach works best when facing continuous delays or unprofessional behavior.

Tips for Writing a Strong Passport Complaint

• Be specific and factual

• Mention dates, ARN, passport type (fresh, reissue, tatkal, etc.)

• Avoid emotional language – be formal and respectful

• Attach screenshots, receipts, or proof wherever applicable

• Keep a copy of every email or complaint submitted

Sample Complaint Letter Format

Subject: Grievance Regarding Delay in Passport Issuance – ARN: XXXXXXXXX

Dear Sir/Madam,

I applied for a fresh passport under normal scheme on [DD/MM/YYYY] through the Passport Seva Kendra [Location]. My ARN is XXXXXXXXX. It has been [XX] days since I submitted all documents, but the status still shows [“Pending for Police Verification” / “Under Review” / “No Update”].

Kindly look into the matter and take necessary action to expedite the process. I am attaching the required documents for your reference.

Sincerely,
[Your Full Name]
[Mobile Number]
[Email ID]

Grievance Escalation Levels

If you’re not satisfied with the initial resolution:

1. Follow-up on CPGRAMS portal with the grievance ID

2. Escalate via email to [email protected] (Joint Secretary, CPV Division)

3. Mark a copy to [email protected] (Foreign Secretary’s office) in extreme cases

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