Passport Office Thane — Renewal of Passport awaiting more than a month

Renewal of passport is submitted in Passport Seva Kendra Jalgaon (Maharastra, Mumbai) and we were told that passport would be renewed and sent to home. However its stuck at verification for more than a month and tried to follow up with office but no response.

Could this be escalated as my parents need to travel on urgent basis?

Acknowledgement receipt for File Number: BOE[protected]

Kind Regards
Sumit