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KAVYESH K KARELIA
Citizens Charter
Of
Central Passport Organisation
Ministry of External Affairs
For
Issuance And Delivery of Passport Services
1. Introduction
Indian passport and other travel documents such as certificate of identity, emergency certificate, police clearance certificate and cross LOC travel permit are issued by the ministry of external affairs, government of India through its subordinate office – central passport organization and its network of passport issuing authorities PIAs in India and abroad.
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KAVYESH K KARELIA
The issuance of passports and other travel documents to the citizens of India are regulated by the passport by the passport Act 1967. The Act prohibits the travel from India of any person without a valid passport or travel documents. its provides for the procedure for obtaining passport and travel document and clearly defines the ground on which passport or travel document might be refused. The Act also makes provisions for impounding or revocation of passport or travel document and clearly define the ground for such impounding and revocation. Suitable provision Are incorporated in the Act for appeals against orders of refusal of passport, impounding, revocation of passports, etc
2. Citizens charter
This citizens charter relates to passport services rendered by the passport office in India functioning under the administrative control of the central passport organization of the ministry of external affairs. The passport service rendered by Indian mission posts abroad are excluded from the scope of this charter.
3. Vision statement
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KAVYESH K KARELIA
The ministry of external affairs, through its network of PIAs shall endeavour to deliver passport service to citizen in accordance with the provisions of the passport Act 1967 and rules made thereunder in a timely, transparent, more accessible, reliable manner and in a comfortable environment, through streamlined processes and by committed, trained and motivated workforce.
4. Index of services
Issuance of:
• Passport
• Police clearance certificate
• Surrender of passport certificate
• Any miscellaneous certificate based on passport
For the benefit of citizen, detailed instructions and related information on passport services including on fees and document required have been provided on the portal www.passportindia.gov.in.
5. Citizen support services
Passport Seva Kendra
The PSKs throughout India provide amenities and services like executive support, information kiosks, photocopying, food and
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beverage facilities, public phone booth, baby care room, television, electronic queue management system, ATM facilities and special facilities for differently abled person. Information Access, online registration, Application, fee payment, application status tracking Available on anytime anywhere basis citizens can submit their applications online through passport portal and seek an appointment to visit their nearest passport Seva Kendra which is generally available within a range of 1-7 working days. However, there could be seasonal and regional variations.
National call centre
24*7 toll free interactive voice response support, executive support from 8 AM to 10 AM available in 17 Indian languages. SMS status tracking services Apart from basic free SMSs, optional premium services Is also available at payment of a nominal fee.
Email-based helpdesk
Functioning through passport portal for answering citizen queries
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MPassport sevs The mobile app is designed for smartphone users, giving passport related information and application status.
Passport mela
Passport mela is generally held as a special measure in passport office on publice/closed holidays to facilitate extended hours to citizens for submission of application. Passport Adalat Passport Adalats are generally held at passport office to redress long pending grievances and complex cases.
Passport sevs camp
Passport seva camps are held for the benefit of applicants, on need basis, at distant locations from a PSK.
6. Serviess Delivery standards and timelines
As per statutory provisions, on the receipt of an application, the PIA, after making such inquiry as it may consider necessary, shall issue the passport or travel documents or refuse to issue the passport or travel document. Time limits given below are subject to police verification or any such inquiry or
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any other factor which may be beyond the control of the PIA. Nature of services Indicative timelines Remarks Fresh (first time) passport (police verification required before issuance Up to 30 working days [PV period excluded] From the date of receipt of complete documentation and enrolment and subject to the satisfaction of PIA and receipt of clear police verification report
Fresh passport PV required after issuance or where PV is not required
1. Tatkaal
2. Government PSU employees etc.
Up to 7 working days
From the date of receipt of complete documentation and enrolment and subject to confirmation certificate, identity certificate, no
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objection certificate and satisfaction of PIA Re issue of passport on expiry or on exhaustion of visa pages Up to 7 working days (in cases where pre police verification is not required From the date of receipt of complete documentation and enrolment and subject to the satisfaction of PIA provided there is no change in personal particulars.
Re- issue of passport due to (a) change in personal particulars, and or (b) in lieu of lost stolen damaged mutilated passport
Up to 7 working days in cases where pre- police verification is not required and up to 30 working days in cases where PV is
From the date of receipt of complete documentation and enrolment and subject to the satisfaction of PIA and requisite
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required [PV period excluded]
verification, clearance Miscellaneous services like police clearance certificate or surrender certificate or any miscellaneous certificate based on passport Up to 3 working days From the date of receipt of complete documentation and enrolment and subject to the satisfaction of PIA and requisite verification or clearance
7. General Obligations of Application
Statutorily, all passport application are required to submit their applications with correct information and valid and genuine supporting document. As per provisions of the passport Act 1967, an applicant shall not furnish any false information or suppress any material information with to obtaining passport or travel document. Any such action shall be punishable with imprisonment of a term up to two years or fine up to Rs. 5000 or both.
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KAVYESH K KARELIA
Applications are to be submitted online in the prescribed format through the portal WWW.PASSPORTINDIA.GOV.ON followed by a visit to the PSK in person for enrolment, which will involve capturing of biometrics, photograph and collection of fees, if any. Timelines stipulated, if any, for completion of formalities should be adhered to by the application for time- bound delivery of required services from the PIA.
Application are advised to track status of their application before raising any query/grievance.
8. Grievance Redressal
grievance or complaint arising out of any non- compliance Any of service standards, failure in delivery of services or in the functioning of a PIA may be logged online at (a) Central Public Grievance Redress and Monitoring system (CPGRAMS) pgportal.gov.in or www.passportindia.gov.in or registered at toll free NO. 1800-258-1800.
9. Feedback
Feedback and suggestion can be given by (1) logging on to passport portal www.passportindia.gov.in (2) calling toll free no 18002581800 or (3) writing to assistant passport officer, public grievance cell, room no. 24 CPV Division, Ministry of external affairs, Patiala house
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annexe, tilak Marg. New Delhi 110001, tel. 01123384519, 2338497, Fax NO. 0112338461, email passport.pg@mea.gov.in
10. Month/year for the next review of the charter
This charter is issued in February 2016. It is intended to review the charter in July 2016.