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Home » Indian Consulate in Dubai launches single-window e-helpline system for grievances – News
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Indian Consulate in Dubai launches single-window e-helpline system for grievances – News

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The new system does away with the process of having to send e-mails to separate consulate officials.

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, July 31, 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 by the applicant 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 email addresses, and this process also helps us document everything.

The diplomat 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 on the social media platform. “Not everyone has access to social media. People can also follow- up their enquiries with the unique reference code that will be provided to the applicant at the time of registration,” he added.

Starting August 1, the mission will also remain open on all weekends and holidays for two hours – from 8 am to 10 am – for emergency cases.

dhanusha@khaleejtimes.com

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Dhanusha Gokulan

Originally from India, Dhanusha Gokulan has been working as a journalist for 10 years. She has a keen interest in writing about issues that plague the common person, and will never turn down a human interest story. She completed her Bachelor in Arts in Journalism, Economics, and English Literature from Mangalore University in 2008. In her spare time, she dabbles with some singing/songwriting, loves travelling, and Audible is her favourite mobile application. Tweet at her @wordjunkie88







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