They said it had now become really easy. In fact, someone even said it had become "a breeze". Renewing one's passport, that is. With the passport website becoming user-friendly, easy appointment-granting procedure and then SMS alerts to help you track progress.
Years into my last renewal in 2011, I recently noticed that some dyslexic clerk had changed the pin code on my passport address from 731235 to 713235 at the time of issue. Although I had travelled on this passport I did not want to take risks with visa applications in future and mentioned to my friends in Kolkata that I needed to get this done. And that's when I got this encouraging response saying that if I was willing to pay the Rs 1,500 renewal fee it would be no trouble at all.
I tried to say that it might not really be the same for those of us not living in metros but in mofussil towns. Because I recounted that in 2011 my police verification report had got lost between the Suri police station (our district headquarters) and the Santiniketan police station. Many months of search later, I had to pull senior bureaucratic strings to get my renewal. My friends assured me that things had improved and how the SMS alerts were a magic thing.
Much reassured, I returned to Santiniketan and applied online for renewal. The system gave me a choice of either getting an appointment in Kolkata or Berhampore. I chose the former, paid up and got my appointment receipt. Unfortunately, I was granted an appointment at 9 am. This meant I had to travel the 170 km between Santiniketan and Kolkata the night before in order to reach my destination in time for my appointment. I got reminder emails and SMSes from the regional passport office to be on time and I must say, I was impressed.
Till I reached the head of the queue and presented my documents. The man at the counter (who I guess was from TCS - the company contracted by the passport office to do this work - but has acquired the bearings of a government servant) said as I was from Birbhum (the district in which Santiniketan falls) only the Berhampore office would entertain me. I tried to ask why then did the software allow me to get an appointment, pay up and send several messages. As soon as I type Birbhum into my address, shouldn't the system only grant an appointment in Berhampore? Of course, he had no answer.
I travelled the 170 km back and tried to lodge a complaint. But every time I filled the form and wrote out my complaint and hit the submit button it returned the same page. I then called 1-800 and after many tries found a call centre worker, who could appreciate my question. He not only understood, but within seconds I also got an email with a grievance number with my problem succinctly put. I was beginning to be hopeful again. Maybe my friends were right after all.
A few days later I got a mail from the passport office which said, "Service Request Resolution" in the subject line, which I absolutely must "share".
"Please note that the description provided by you is: Appointment booked in Kolkata. Applicant belongs under Birbhum district. The PSK officials rejected the appointment saying to apply under Berhampore only. Applicant wants to know the reason for rejection. Also why website allowed to book under Kolkata PSK.
Please find enclosed response in this regard as follows:
As per district mapping, Birbhum district falls under Berhampore PSK. You can apply passport application from said PSK.
Hope we have been able to address your concern with satisfaction."
Disclaimer: These are personal views of the writer. They do not necessarily reflect the opinion of www.business-standard.com or the Business Standard newspaper
