Indian Consulate in Dubai launches single-window e-helpline system for grievances

A single-window e-helpline system for consular services, distress cases and grievances was launched by the Consulate-General of India in Dubai on Friday, said a top diplomat. The service aims at creating a single point of contact for all consulate-related services, said Consul- General of India to Dubai Dr Aman Puri.
The mission has launched the service on its official website www.cgidubai.gov.in  under a new tab called 'Helpline' which can be accessed on https://www.cgidubai.gov.in/helpline.php, explained Dr Puri. The new system does away with the process of having to send e-mails to separate consulate officials.
The online form collects personal information of the applicant, including name, mobile number, address in the UAE and details of the assistance required or any information sought by the service seeker. "Once the application has been made online, the applicant will be given a unique reference code that can be used to follow-up on the application," explained the Consul-General.
In the back-end, the enquiries and grievances will be sorted out by a consulate employee who will forward the case to the concerned department. "People miss out on e-mail addresses, and this process also helps us document everything," he said.
"We have only launched it today, and the response time depends on the issue raised. For example, distress queries will be addressed and resolved in a matter of hours, or a day, and passport-related queries can be responded to in a day." He also expects the response time to be much faster during weekdays and regular working hours.
The Consul-General also said the mission will continue to monitor its Twitter handles and will continue to process and respond to messages. Starting August 1, the mission will remain open on all weekends and holidays from 8am to 10am for emergency cases.

dhanusha@khaleejtimes.com

• Dubai
• India

Dhanusha Gokulan

dhanusha@khaleejtimes.com