I had to apply for a PCC at the Chennai RPO. So after referring to the website I came to know that I had to submit a proof of residence and a proof of identity. I had taken with me my Passport copy (ID proof) and EB bill (Address proof). Since I do not have a ration card or voter ID in Chennai address I had carried the EB bill. But after reaching there at the counter, I was informed that EB bill would not suffice for an address proof. Then I showed my RC book, they said that would not do. Then finally, I was asked to produce my bank statement. I rushed to a neighbouring Internet centre and printed out my latest bank statement (which showed my present address) and showed the concerned person at the counter.By then, the counter was closed.
Please note that the counter for Misc services at Chennai RPO functions from 9:30 to 12:30 only. What about the hundreds of people who come all their way to submit an application? What if the queue doesn't take them till the counter within this short duration? Why do they limit the service application reception duration as 3 hours per day? Is it not totally absurd?
Okay, coming back to my experience, I was asked to come the next day. The next day again after waiting in the queue I met the ladya t the counter at 10:30 (though I had joined the queue at 9), On showing the docs, along with the bank statement that ws requested for on the previous day, there was another shock awaiting me. She told me that this is NOT THE BANK STATEMENT THAT THEY WERE EXPECTING. In thier language, a bank statement is an authorization letter attested and provided by the Bank manager. Had she informed me that this is what they wanted, I would have tried to bring it the next day, but she told me about this on the secind day only. So I went to my base branch (which is far from the Chennai RPO), waited at the bank and by the time I got the required letter, it was already 2PM. So I had to go again on the 3rd day. After waiting for my turn in the queue, when I showed her my application and docs, she said that jsut the letter would not suffice, but she wanted the previous 12 months bank statement. I really wonder what they are going to do with my past 1 year's bank statement! (as though I had applied for a loan and they are checking for my credibility!!). So again I went to a nearby branch and got my bank statements printed. And finally criss-crossed the queue (since I had waited in the queue since morning before being sent to the bank and moreover I had no patience to come the next day).. She then accepted my application, scribbled something on my application and sent me to the payment counter.
I had applied for a PCC misc service, which costed Rs.300. But in the payment counter I ws billed Rs.600. When enquired I was tole that, the scribbling done on my application form in the previous counter was for 2 services - PCC and a Change of address. Though I had not requested for thr latter, looks like Change of address had to be done before the PCC could be done, bcoz the place where I originally got my passport and my present residence are different. To my surprise, I came to know this big fact only at the last stage, the lady at the previous counter must have clearly pointed this out on the first day itself. Anyways, my submission and payment work was done and I walked out in relief.
With the bitter experience I had, I want to highlight the following BIG MINUS POINTS about the Passport office functioning:
.
1) Office staff are hardly fit to sit there and interact with people. They dont do justice to the roles they ply. Applicants are treated with least respect. I am talking, in particular, about the lady who dealt with my application. She sits in the second floor first counter of Miscellaneous services (at Chennai RPO Shashtri Bhavan). She literally scolds the applicants, as how a teacher scolds a student. They need to understand that people of all cadres do come there and they need to be treated appropriately. For instance, an uneducated person whi comes with an application from, must be given proper guidance patiently. Instead, she shouts at such people. Similarly, educated pepople need to be provided the extra info that is required, in case something is missing from their side. Instead, they are also mercilessly being shouted at and sent back to come the next day without any concern.
2) Office staff doesn't seem to help the applicants by providing needed info, instead it seems like they are finding a way to reject their application fro the time-being and meet the next applicant, and finally finish off theeir daily routine quickly.
3) Since the job of the staff at various counters is a routine one, they could very well PUT ON A SMILING FACE and kindly talk to applicants on what is needed. Literally, all the applicants are scared to approach the lady at the counter, due to her ill-temper and unapproachable nature. Applicants also do have self-rrespect, the staff at the counters need to understand that. EVen the security guards at various floors are shouting at the applicants, by using bad language. It is really disheratening to look at.
4) The office timings are not being adhered to by t he office staff themselves. There is only one lady at the Misc services payment counter and her duty timings for this particular service is from 9:30 to 12:30. But on the day that I went, she came at around 10:30 (making ppl wait in Q fro more than an hour) and what was more irritating was she was shouting at people at around 12 that she had to close the counter by 12:30 and asked ppl not to further add to the Q that had alreay formed.
5) Info provided in the Passport office official website is either outdated or insufficent. No proper guidelines given in the Passport office official website as to what are the necessary documents required for various services. In fact, the docs specified in the website become insufficient/irrelevant when it comes to reality
6) Telephone enquiry is also not being answered properly, if at all we are the lucky call to get connected (since the lines are engaged most of the time).
One more sarcstic thing that I noticed is that, there is a 'complaints & Suggestions' box kept at the Passport office secind floor, but the place where its kept .. about 8 feet high from floor its hung in between the two lady staff sitting at adjacent counters..probably so that none dares to lodge a complaint in that rusted box, leave aside taking action on the lodged complaints!!
My final word of say for all this type of annonying behaviour is that:
&--gt; Office staff should be given proper training as to how to deal with people.
&--gt; If frequent complaints are received against a particular person, he/she should be SEVERELY PUNISHED or even suspended/dismissed. But since it will never happen as it is a government job and no firing could occur, the staff have started to take it granted and treat the public as they please.
This is my personal emotional outburst, due to the worst experience I had recently at the passport office. This was just the experience faced when I went to apply for a passport service. I dont know how many such experiences are awaiting me, before I receive my Passport back with the required services done!
0 comments